Global Knowledge-Business - February-June 2009 - (Page 44) New How To Master Problem Management Who Needs To Attend Course 2793 You will earn 18 contact hours or PDUs upon completion of this course. Learn how to use ITIL concepts to solve difficult or recurring Incidents and to prevent them from occurring in the first place. Course Description In this course you will learn to master Problem Management, one of the key ITIL processes for increasing service quality and improving IT staff efficiency. Learn to identify Problems and establish criteria for escalation and management of Problems. You will discover best practices for communication about Problems, and you’ll get an introduction to Problem Management tools and techniques. In a robust case study, you will analyze an organization and create a Problem Management process for that organization, gaining skills and techniques in class that you can apply to your own organization to establish problem management best practices. • Anyone who has taken an ITIL Foundation course • Anyone responsible for an ITIL implementation • Problem Managers or anyone managing or supervising groups responsible for root-cause analysis • IT Managers • Those who have taken Practitioner on Problem 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 Prerequisites • ITIL v3 Foundation Exam Prep Boot Camp (or equivalent), p. 38 What You'll Learn in Class • Develop your own ITIL-based Problem Management • Key considerations that can indicate success or failure • Specialized techniques for managing problems and determining their root cause • The important roles the Service Desk and Incident Management play in Problem Management Increase service quality and staff efficiency by learning how to manage ITIL-based problems. On-Site Learning Call for info. New How To Set-Up Change and Release Management Who Needs To Attend Course 2794 You will earn 18 contact hours or PDUs upon completion of this course. Learn how to take control over changes and releases to improve quality and success rates. Course Description Change and Release Management are key components in any ITIL initiative. In fact, failed changes and releases are the number one cause of outages and customer dissatisfaction. In this course, you’ll learn to apply the best practices of Change and Release Management together, enabling you to know how and when your organization should move new or changed hardware, software, or services into production without causing interruptions or generating incidents and problems. You’ll benefit from a how-to approach with hands-on exercises that allow you to practice establishing policies and procedures that you can apply to your own organization. • Anyone who has taken an ITIL Foundation course • Anyone responsible for an ITIL implementation • Problem Managers or anyone managing or supervising groups responsible for root cause analysis • IT Managers • Those who have taken ITIL Practitioner Change, Release, and Configuration Management or ITIL Practitioner Release and Control (IPRC) 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 What You'll Learn in Class • How to develop your own ITIL-based Change and Release Management • Key considerations that can indicate success or failure • Specialized impact analysis techniques for evaluating Changes • How to engage staff and others to follow the new processes • Methods and controls to assure quality before releasing Changes Classroom Learning 3 days $1,995 18 PDUs Classroom Learning DC Washington Aug 24-26 NC Raleigh Aug 10-12 TX Dallas Prerequisites • ITIL v3 Foundation Exam Prep Boot Camp (or equivalent), p. 38 Learn how to engage staff and others to follow the new processes. On-Site Learning Call for info. Aug 17-19 44 There’s more to see at www.globalknowledge.com/business 1-800-COURSES http://www.globalknowledge.com/training/olm/go.asp?find=BIZA2793&country=United+States http://www.globalknowledge.com/training/olm/go.asp?find=BIZA2794&country=United+States http://www.globalknowledge.com/business
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