Global Knowledge-Business - February-June 2009 - (Page 43) New How To Get Started with ITIL What You'll Learn in Class • Develop your customized ITIL strategy • Which ITIL processes (or functions) to implement first • Key considerations that can indicate success or failure • Specialized techniques for improving your chances of success with ITIL • How to engage management and staff to support your ITIL plans Course 2791 Discover how to put theory into practice and get your ITIL® implementation underway. You will earn 12 contact hours or PDUs upon completion of this course. Course Description In this course, you will learn how to start your IT Infrastructure Library (ITIL) implementation as you discover how to put ITIL framework theories into practice. You will gain practical tips for planning and successfully executing an ITIL implementation. You will learn the key concepts of ITIL stages, processes, functions, and activities and turn them into an actionable plan for your organization to follow. Through in-class exercises, discussion, and worksheets, you will be able to determine the right ITIL implementation strategy for your organization. Who Needs To Attend • Anyone who has taken an ITIL Foundation course • Anyone responsible for an ITIL implementation Buy 1 course, get 2nd half off. • ITIL v3 Foundation Exam Prep Boot Camp (or equivalent), Buy 2 courses, get 3rd free. p. 38 www.globalknowledge.com/bogo Prerequisites Buy get one Learn key concepts of ITIL stages, processes, functions, and activities. Classroom Learning 2 days $1,495 12 PDUs Classroom Learning DC Washington Jun 11-12 IL Chicago Jun 18-19 NY New York TX Dallas Virtual Classroom e-Learning 4, 6-Hour Sessions, $1,495 12 PDUs Jun 18-19 Jun 25-26 Virtual Classroom e-Learning Aug 11-14 On-Site Learning Call for info. New How to Create an ITIL Service Desk and Incident Management Process Who Needs To Attend • Anyone who has taken an ITIL Foundation course • Anyone responsible for an ITIL implementation • Service Desk or Help Desk Managers • IT Managers • Those who have taken Practitioner on Service Desk and Incident Management or ITIL Practitioner Support and Restore (IPSR) will find this course particularly relevant, as those courses are the theory and exam-cram, and this course helps you put into practice what you learned for the exam. Course 2792 You will earn 18 contact hours or PDUs upon completion of this course. Take advantage of ITIL concepts to improve service quality, increase customer satisfaction, and increase IT staff efficiency. Course Description Many ITIL implementations begin with a Service Desk and ITILbased Incident Management process. In this course, you will gain hands-on experience in establishing Service Desk and Incident Management best practices. Through case studies, classroom discussions, and exercises, you will go through the analysis and design that you’ll need to perform back at the job. You will take away worksheets and templates that will enable you to quickly determine the policies and procedures needed to create your organization’s Service Desk and Incident Management process. Train without Traveling Many of our courses can be delivered virtually or, through self-paced e-learning or even on-site at your organization – saving you money and time. You can access our world-class training without leaving your home or office. See page 40 for more options and course info, or visit www.globalknowledge.com/notravel. What You'll Learn in Class • Develop your own ITIL-based Service Desk and Incident Management process • Key considerations that can indicate success or failure • Specialized techniques for managing staff as well as users and customers • Understanding the role self-service plays • The important role of technology in Service Desk and Incident Management Prerequisites • ITIL v3 Foundation Exam Prep Boot Camp (or equivalent), p. 38 Classroom Learning 3 days $1,995 18 PDUs Classroom Learning DC Washington Aug 3-5 GA Atlanta Sep 28-30 IL Chicago NC Raleigh NY New York Virtual Classroom e-Learning 4, 6-Hour Sessions, $1,795 18 PDUs Aug 10-12 Jul 13-15 Sep 21-23 Virtual Classroom e-Learning Sep 29-Oct 2 On-Site Learning Call for info. There’s more to see at www.globalknowledge.com/business 1-800-COURSES 43 http://www.globalknowledge.com/bogo http://www.globalknowledge.com/bogo http://www.globalknowledge.com/training/olm/go.asp?find=BIZA2791&country=United+States http://www.globalknowledge.com/notravel http://www.globalknowledge.com/training/olm/go.asp?find=BIZA2792&country=United+States http://www.globalknowledge.com/business
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