Global Knowledge-Business - February-June 2009 - (Page 53) ITIL v2 Practitioner: Support and Restore Management Effectively respond to incidents and problems while proactively preventing their occurrence. Course 2904 You will earn 30 contact hours or PDUs upon completion of this course. Course Description In this course, you'll focus on implementing and managing the processes and functions involved in managing exceptions in normal infrastructure control and service delivery, including being able to organize an effective Service Desk function, along with the related Incident and Problem Management processes. These processes are aimed at optimizing quality of service by effectively responding to incidents and problems, as well as proactively preventing their occurrence. The Service Desk supports IT service users and restores service in the event of a disruption. This course will prepare you for the two-hour-long ITIL Practitioner exam offered on the last day of class at 3 PM. What You’ll Learn in Class • Requirements and activities of an effective Incident and Problem Management process • How an Incident Management process could be improved • Requirements of the support tools and associated equipment required to improve the Service Desk and Incident Management process • Requirements for and the consequences of SLAs, OLAs, and Underpinning Contracts (UCs) on Service Desk activities • Requirements of communication at the appropriate level, with both customers and the IT organization • The contents of effective management reports based on Key Performance Indicators (KPIs) that will be of use to Incident Management, Problem Management, and Service Level Management processes • How processes relate with other Service Support processes • Reactive & proactive activities in Problem Management Train without Traveling Many of our courses can be delivered virtually, 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. For more info, visit www.globalknowledge.com/notravel. ITIL Foundation certification is required to take the Practitioner exam. Proof of certification must be provided 20 days prior to the start of class. Prerequisites • ITIL Foundation Certificate (required to take the Practitioner exam) • 2 years of relevant work experience Classroom Learning 5 days $2,895 30 PDUs Classroom Learning CA San Jose Jun 8-12 DC Washington Mar 23-27 DC Washington IL Chicago NJ Morristown On-Site Learning Call for info. Jun 22-26 Mar 16-20 Mar 30-Apr 3 NY New York TX Dallas Jun 15-19 Apr 13-17 ITIL v2 Practitioner: Agree and Define Management Learn the best practices for Service Level Management and Financial Management. Course 2969 You will earn 30 contact hours or PDUs upon completion of this course. Course Description In this course, you'll learn to implement and manage the processes involved in delivering quality service at a justifiable cost to both the internal IT organization and to the customer. Learn planning, implementation, and continuous service improvement techniques specific to the Service Level Management and Financial Management processes. Unique to the clustered nature of this course, you'll be guided through the holistic interactions of the Agree and Define processes. The two-hour-long ITIL Practitioner exam will be offered on the last day of class at 3 PM. What You’ll Learn in Class • Requirements and activities of an effective Service Level Management and Financial Management process • Areas where the Agree and Define processes can be improved • The interrelated nature of SLAs, OLAs, and UCs, and the requirements of the supporting technology required to monitor and verify attainment of service levels based on these commitments to service delivery • Budgeting, accounting, and charging techniques of Financial Management as it applies to IT services • Requirements of communication at the appropriate level with both customers and the IT organization • Effective management reports based on Key Performance Indicators (KPIs) for the Agree and Define processes • How the Agree and Define processes relate with other Service Support and Service Delivery processes Follow-On Courses 1. Introduction 2. ITIL Training Possibilities 3. Exam Specifications Review 4. ITIL/ITSM Overview 5. Theory: Service Level Management 6. Theory: Financial Management 7. Theory: Process Relationships 8. Review Session 9. Sample Exam 10. Exam Preparation 11. IPAD Certification Exam ITIL Foundation certification is required to take the Practitioner exam. Proof of certification must be provided 20 days prior to the start of class. Prerequisites • ITIL Foundation Certificate (required to take the Practitioner exam) • 2 years of relevant work experience Classroom Learning 5 days $2,895 30 PDUs Classroom Learning CA San Jose May 4-8 DC Washington Mar 9-13 IL Chicago NY New York TX Dallas On-Site Learning Call for info. May 11-15 Mar 30-Apr 3 Apr 6-10 There’s more to see at www.globalknowledge.com/business 1-800-COURSES 53 http://www.globalknowledge.com/notravel http://www.globalknowledge.com/training/olm/go.asp?find=BIZA2904&country=United+States http://www.globalknowledge.com/training/olm/go.asp?find=BIZA2969&country=United+States http://www.globalknowledge.com/business
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