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The IT Infrastructure Library (ITIL) has become the international standard for IT best practice. It is a process based system designed to bring the various units in your IT Department (Management, Programming, Hardware, Network, and Customer Service/Technical Support) together as one fully functioning, organized unit. According to recent surveys, the best return on investment for companies in today's economy is to be informed and develop an understanding of how ITIL can save time and money with a specifically tailored training program to meet your individual company's needs and goals.
The ITIL Awareness course provides learners with the unique opportunity to receive an introduction to the concepts of ITIL and ITSM. It provides an overview of the concepts within the ITIL best practices domain while also introducing the key ITIL processes.
CPDE certification course teaches how to engineer quality, lasting IT Service Management (ITSM) processes.
Students will learn the processes of measuring, reporting and showing customer ROI. They will additional learn how review, analysis and recommendations of processes in each phase of the lifecycle in order to continually improve operations at all levels, and adds value.
This class focuses design and development of services by examining service levels expected and agreed upon, organizational capacity and availability, as well as supplier logistics and overall service continuity. This includes best practices for managing people, processes, products and partners.
Learn methods to coordinate and perform activities with efficiency and effectiveness, and to ensure customer value to the business. Students will learn how optimization of the plans and designs are measured, and budget results are reported so customers can see value.
Service Strategy sets the objectives, policies and guidelines for providing services to customers. This class focuses on developing the goals, requirements, and value to the business of a particular service, designing effective and efficient processes as a strategic assets to the business.
How to develop or improve existing capabilities for transitioning the new capabilities into operation, and controlling the risk of failure or service disruption. This includes the management of processes, systems and functions to package, build and test a set of changes (i.e. release) into production.
This class presents a detailed overview of ITIL core disciplines and uses a case study approach to understand how ITIL best practices contribute to overall business effectiveness and efficiency.
This class is for the IT management team who will be leading the ITIL implementation.
This course shows the importance of Operational Support to the overall lifecycle; specific processes and metrics for Event, Incident and Problem management processes, Request Fulfillment and Access Management.
This class shows how to plan, implement and optimize the Planning, Protection and Optimization processes. How the details of Planning, Protection and Optimization ensure that IT departments can cost-effectively manage customer demand, availability and capacity while mitigating risk.
This class shows how RCV supports the Service Lifecycle by implementation of Change Management, Service Asset and Configuration Management, Validation and Testing, and Deployment. Evaluating and handling Service Requests, use of the Knowledge Manager.
The SOA course concentrates on the details of Service Portfolio Management, Service Level Management, Service Catalog Management, as well as Demand and Supplier Management, and how they contribute to the Service Lifecycle.
In the event that a student does not successfully complete the ITIL certification exam, they may take the class and/or exam again at no cost.*