Written by Charles on April 17, 2009
This three day course provides the groundwork for the ITIL® Foundation certificate in IT Service Management. Certification validates that the student has gained the knowledge of the ITIL® terms, structure and basic concepts and has comprehended the core principles of ITIL® best practices.
Course Objectives
Includes all the processes, terms and concepts from ITIL® V2 and V3 with a focus on the functions and processes in each stage of the Service Lifecycle. At the end of the course the student will be able to understand:
- Service Management as a practice
- The Service Lifecycle stages
- The key principles and models of IT Service Management
- Key terms and definitions
- How the Service Management process contributes to the Services Lifecycle
- The role, objectives and organizational structures of functional areas
- The relationships of the processes
Modules
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement
Course Includes
- 3 days in-class consultant-led instruction
- Course Manual, ITIL® Reference Handbook, mock exam
- 1-hour proctored ITIL® Foundations Certification exam
- 30 Days complimentary access to B Wyze ITIL Lite on-line eLearning ITIL® primer
Location:
B Wyze
20 Valleywood Drive
Suite 100
Markham, ON
L3R 6G1
Written by Charles on April 17, 2009
Gaining C-level management support and effectively communicating the pivotal role of the support center is crucial to any support operation’s success. For this reason, the support center manager must act as a support leader and strategically align the support center to the organization.
The HDI Support Center Manager course focuses on best practice standards and the skills necessary to successfully manage the strategic and tactical components of a support organization. Additionally, this course provides participants with a raised awareness and understanding of the ITIL® best practice framework and its application.
What You Will Learn
- How to build a support center strategy that aligns with organizational needs
- Formal procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction
- How to calculate costs, reiterate value, and demonstrate a greater return on investment (ROI)
- ITIL best practices to meet ongoing business challenges
- Tools and technology that maximize service delivery
- Training and retention programs
- Mentoring for high performance teams
- Key performance indicators (KPIs) to measure support performance
- Ways to manage customer perceptions and build strong internal relationships
- How to promote and market the value of the support center across the organization
Who Should Attend
- Support center managers and supervisors who manage both the strategic and tactical aspects of their organizations
- Those seeking HDI Support Center Manager certification.
Location:
20 Valleywood Drive
Unit 100
Markham, Ontario
L3R 6G1
Written by Charles on April 17, 2009
Support center analysts provide front line support and act as the primary contact for customers. For this reason, it is important that these help desk professionals provide the highest quality customer care with every interaction.
The HDI Support Center Analyst course focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, support center, and customer support processes and tools, and an introduction to ITIL® processes.
What You Will Learn
- How to assess customer business needs and exceed customer expectations
- Critical thinking skills to resolve incidents quickly and consistently
- Active listening skills and effective communication strategies
- How to identify and defuse challenging customer behavior
- Ways to create win-win interactions with customers, management, and team members
- An awareness of ITIL® processes
Who Should Attend
- Support staff who want to develop a knowledge and understanding of help desk and support center operations
- and those who are seeking HDI Support Center AnalystCertification.
Location: 20 Valleywood Drive, Unit 100 Markham
Written by Christa Heigenhauser on October 6, 2008
The ITIL® Expert Qualification: Service Operation Certificate is a free-standing qualification, but is also part of the ITIL® Intermediate Lifecycle stream, and one of the modules that leads to the ITIL® Expert in IT Service Management Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the
knowledge on industry practices in Service Management as documented in the ITIL® Service publication.
Course Outline:
Course Introduction
Service Operation Principles
Service Operation Processes
Common Service Operation Activities
Organizing Service Operation
Technology & Implementation Considerations
Challenges, Critical Success Factors & Risks
Wrap Up
Support Material:
Student Workbook
Mock Exam/Exercises
Written by Christa Heigenhauser on October 6, 2008
The Virtual Support Manager 2-day course is designed to train IT leaders and Managers on effective management of a remote service and support workforce. This innovative course material includes best practice terminology for the Virtual Support Team, process requirements for remote workforces, as well as Human Resources’ role in the Virtual Support Center. Course participants should expect to learn essential management concepts for developing and deploying a successful Virtual Support Center. For more details, or to register, please contact us at info@bvirtualinc.com.
Class Dates: July 17th & 24th
August 14th & 21st
Class Time: 9:00 am - 3:00 pm
