SM-4030: ITSM Implementation Workshop - Stabilization 1

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Course Description: This 4-day workshop covering Service Desk, Incident and Problem Management (the Support and Restore cluster) helps Service Providers and IT organizations quickly gain control of “reactive” processes. The workshop teaches the student how to stabilize their IT infrastructure, significantly impact IT service availability, IT resource utilization and business customer satisfaction, and establish the value of IT services through the support of Service level Management.

The workshop devotes its beginning days to reviewing each process and detailing the planning, implementation, operational and integration activities necessary to successfully implement them. The workshop wraps up by producing an initial process design and integration plan, along with the requirements for enabling technology.

We have taken years of expertise and distilled them into this easy to understand training program. Each student receives “ready to use” process templates and leaves with a personalized design and integration plan in hand.

Who Should Attend? Process owners, project managers, process implementation teams and managers responsible for the successful implementation of ITSM processes.

Format: 4-days of highly interactive classroom lecture, discussion, team exercises and quizzes.

Curriculum:

Days 1-2: Service Desk, Incident and Problem Management Review

• Planning - Activity, Inputs, Outputs (Deliverables)
• Implementation - Activity, Inputs, Outputs (Deliverables)
• Operations - Activity, Inputs, Outputs (Deliverables)

Days 3-4: Integration Planning Practicum

• Process - Objectives & Goals
• Process - Design
• Activities - Input, Output

Prerequisites: Foundation Certificate in IT Service Management.

Examination: None.

Reference Material: Each student receives a detailed workshop guide including detailed process templates.

Price: $2795 (through 06/30/2007)

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