Pre-4: Service Management Essentials
Monday, October 4 – Tuesday, October 5
Price: $1,595 | Member Price: $1,495
The primary goal of IT Service Management is to deliver quality services that enable desired business outcomes. To accomplish this, service providers often face a precarious balancing act of managing customer relationships and requirements, understanding and managing demand and patterns of business activities, aligning internal and external suppliers, and maintaining fiscal responsibility and sound IT investments. If you want to increase the value of your IT services to the business, you should focus first on these customer facing processes.
What You Will Learn
- How to leverage governance, frameworks, standards, and best practices
- How to design and implement aligned incident management and service request processes
- Trending analysis and root cause techniques for proactive problem management
- A logical approach to implementing an efficient change management process
- Strategies and templates for successful service level management
- How to assess the maturity of your service management processes and develop a roadmap for success
Who Should Attend
- Support professionals who desire advanced training for designing, implementing, managing, and optimizing these core service management processes. ITIL Foundation training is recommended prior to attending this course.
Two-Day Course Includes
Breakfasts and breaks (lunches on your own)
Presented By
Jim Bolton
Jim Bolton has more than a decade of experience in architecting IT service management solutions, applying ITIL best practices, ISO process disciplines, and Six Sigma quality improvement methodologies. He has an M.B.A. in technology management and holds the ITIL manager certification, the ITIL V3 expert certification, and the ISO/IEC 20000 consultant certification.