Book your seat (or call a Sales Consultant on +971 50 459 4277 or +971 4 882 4453)
What is included
Full, award winning course materials are included in the price
Comfortable training location, enjoyable meals and refreshments
The best trainers in the business - all native English speakers
Consistent very high (>80%) in-class satisfaction ratings ("happy sheets").
Overview
Each organization is different. Knowing how and when to kick-off an ITSM best practice implementation can be tricky. It is a hard sell to change the way people work. It is even harder to get active participation in your effort. To succeed, you will need to justify and communicate your plans, define relevant roles and responsibilities, ensure integration of processes and identify tools to enable them. This consulting course addresses all of these issues from a practical perspective. You will learn how to:
Build a Service Improvement Plan (SIP).
Integrate people, Processes, products and partners.
Conduct a Process maturity assessment.
Design a Configuration Management Database (CMDB) and automate Configuration Management.
Integrate Change, Release and Configuration Management.
Define and manage IT Services with Service Catalogs, Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Identify and select ITSM tools in today’s marketplace.
Walk away with sample templates including:
An IT Process maturity assessment plan.
A RACI Chart for Change Management.
A Service Desk health check plan.
Service Level Agreements (SLAs).
Operational Level Agreements (OLAs).
Prerequisites
There are no mandatory prerequisites. This is an advanced ITSM course which assumes you are already familiar with general ITIL, ISO/IEC 20000 or COBIT terms and theory.
Examination
This is not an ITIL certification course. Rather, it is intended to address implementation issues not found in the certification courses.This course has no exam.
