Global Knowledge-Business - February-June 2009 - (Page 45) New How To Build a Service Catalog Who Needs To Attend • Anyone who has taken an ITIL Foundation course • Anyone responsible for an ITIL implementation starting with IT service definition or Service Catalog creation • Service Catalog Managers, Service Level Managers, managing or supervising groups responsible for creating and maintaining an IT Service Catalog • IT Managers Course 2795 Learn how to create an IT Services Catalog based on ITIL good-practice guidance. You will earn 18 contact hours or PDUs upon completion of this course. Course Description A Service Catalog describes the services an IT organization provides to the business and how those services are obtained and supported. The backbone of ITIL v3, the Service Catalog is critical to controlling costs, improving quality, and setting and meeting customer expectations, and it’s challenging to create. In this course, you will learn how to identify your services, name and categorize them, and create a Service Catalog architecture that follows the best practices of ITIL and is practical to maintain. Prerequisites • ITIL v3 Foundation Exam Prep Boot Camp (or equivalent), p. 38 What You'll Learn in Class • How to develop your ITIL-based Service Catalog • Key considerations that can indicate success or failure • Tips and tricks for defining IT services quickly • How software tools can help and hinder Service Catalog creation and operation A service catalog is critical for managing costs, quality, and customer expectations. On-Site Learning Call for info. New How To Build a Configuration Management Database (CMDB) Who Needs To Attend • Anyone who has taken an ITIL Foundation course • Anyone responsible for an ITIL implementation starting with Configuration Management or CMDD creation • Configuration Manager and IT asset managers moving to ITIL-based Configuration Management • IT Managers Course 2796 You will earn 18 contact hours or PDUs upon completion of this course. Learn how to define and build a CMDB that supports ITIL processes and day-to-day IT operational activities. Course Description The Configuration Management Database (CMDB) is mentioned throughout the ITIL lifecycle, and virtually every ITIL activity, function, and process relies upon it. Creating and managing the CMDB effectively is a challenge due to the potential size and complexity of the organization’s asset information and their interrelationships. In this course, you will learn how to get started with a CMDB by analyzing the needs of your organization and planning the CMDB implementation to fit them. Avoid CMDB failure by understanding the real purpose of the CMDB, establishing CMDB policies and procedures in a classroom environment, and taking that knowledge back to your job. Did You Know? A recent survey from the Enterprise Management Association found that 33% of respondents had already implemented a CMDB – a dramatic surge from 9% in 2006. CMDBs are quickly becoming an integral part of IT activities. Prerequisites • ITIL v3 Foundation Exam Prep Boot Camp (or equivalent), p. 38 What You'll Learn in Class • How to create an ITIL-based CMDB system • Key considerations that can indicate success or failure • Pitfalls to avoid in CMDB implementation • The role of software in CMDB systems On-Site Learning Call for info. There’s more to see at www.globalknowledge.com/business 1-800-COURSES 45 http://www.globalknowledge.com/training/olm/go.asp?find=BIZA2795&country=United+States http://www.globalknowledge.com/training/olm/go.asp?find=BIZA2769&country=United+States http://www.globalknowledge.com/business
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