Global Knowledge-Business - February-June 2009 - (Page 48) New ITIL Service Lifecycle: Service Operation Course 2722 You will earn 21 contact hours or PDUs upon completion of this course. Learn the best practices for ITIL Service Operation. Course Description In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the Service Operation phase of the Service Lifecycle. You’ll focus on Service Operation purpose, principles, processes, activities, functions, enabling technology, and implementation considerations. This course uses an engaging case study-based approach to learning the core disciplines of the ITIL best practices, and it positions you to successfully complete the associated exam. The main process focus areas of this course include: • Incident Management • Problem Management • Request Fulfillment and Access Management The main function focus areas of this course include: • Service Desk • Technical Management • IT Operations Management • Application Management What You'll Learn in Class • Importance of Service Management as a practice concept and Service Operation principals, purpose, and objectives • How all processes in ITIL Service Operations interact with other Service Lifecycle processes • Sub-processes, activities, methods, and functions used in each of the ITIL Service Operation processes • Roles and responsibilities within ITIL Service Operation and the activities and functions to achieve operational excellence • How to measure ITIL Service Operations • Technology and implementation considerations surrounding ITIL Service Operation • Challenges, critical success factors, and risks associated with ITIL Service Operation Prerequisites • ITIL v3 Foundation Certification (required) • Two years of relevant work experience • Required Reference Materials: Before attending this course, you should own and read the ITIL v3 book Service Operation (ISBN 10: 0113310463). Please bring the book to class as well. • 21 additional hours of personal study prior to the exam Certification ITIL Expert Qualification: Service Operation Certificate Buy Buy 1 course, get 2nd half off. Buy 2 courses, get 3rd free. www.globalknowledge.com/bogo Who Needs To Attend • IT operations, technical, or IT management personnel requiring more information about ITIL best practices • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT ITIL v3 Foundation certification is required to take the exam. Proof of certification must be provided 20 days prior to the start of class. Classroom Learning 3 days $2,395, 21 PDUs Classroom Learning CA San Jose Apr 20-22 DC Washington Mar 10-12 IL Chicago NY New York TX Dallas Virtual Classroom e-Learning 3, 6-Hour Sessions, $2,095 21 PDUs Apr 6-8 Mar 17-19 Jun 8-10 Virtual Classroom e-Learning Aug 31-Sep 4 On-Site Learning Call for info. New ITIL Service Lifecycle: Continual Service Improvement Course 2723 You will earn 21 contact hours or PDUs upon completion of this course. Learn the best practices for ITIL Continual Service Improvement. Course Description In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the Continual Service Improvement (CSI) phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the CSI stage, not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice, and it positions you to successfully complete the associated exam, which is offered on the last day of the course at 3:30 pm. • How all CSI processes interact with other Service Lifecycle processes • The sub-processes, activities, methods, and functions used in each of the CSI processes • Roles and responsibilities within CSI and the activities and functions to achieve operational excellence • Technology & implementation requirements in support of CSI • Challenges, critical success factors, and risks related with CSI • ITIL v3 Foundation Certification (required) • Two years of relevant work experience • 21 additional hours of personal study prior to the exam Who Needs To Attend • IT operations, technical, or IT management personnel requiring more information about ITIL best practices • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT What You’ll Learn in Class • Service Management as a practice and CSI principles, purpose, and objective • How to measure CSI performance Prerequisites • Required Reference Materials: Before attending this course, you should own and read the ITIL v3 book Continual Service Improvement (ISBN 10: 0113310498). Please bring the book to class as well. Focus on one of the ITIL Service Lifecycle processes: the continual service improvement phase. ITIL v3 Foundation certification is required to take the exam. Proof of certification must be provided 20 days prior to the start of class. Classroom Learning 3 days $2,395 21 PDUs Classroom Learning DC Washington Apr 13-15 IL Chicago Jun 8-10 NC Raleigh NJ Morristown NY New York Virtual Classroom e-Learning 3, 6-Hour Sessions, $2,095 21 PDUs Apr 6-8 Apr 20-22 Jun 1-3 TX Dallas Mar 30-Apr 1 On-Site Learning Call for info. Virtual Classroom e-Learning Sep 21-25 48 There’s more to see at www.globalknowledge.com/business 1-800-COURSES http://www.globalknowledge.com/bogo http://www.globalknowledge.com/bogo http://www.globalknowledge.com/training/olm/go.asp?find=BIZA2722&country=United+States http://www.globalknowledge.com/training/olm/go.asp?find=BIZA2723&country=United+States http://www.globalknowledge.com/business
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