IT Service Management Workshops

Best practices in technology service management are gaining great momentum these days, where doing more with less—and doing it well—is a common requirement for company executives.

The Information Technology department has evolved from being just the “computers and cables” area to becoming a strategic department that enhances business efficiency, reduces costs by automating processes, and increases staff productivity by minimizing technology-related errors.

The following are a series of practical workshops for immediate application in your company, based on ITIL®, the most widely adopted and recognized best-practice framework in IT service management worldwide, thanks to its consistent success in implementations.

These workshops cover specific high-demand topics, as they focus on the most common processes that the IT department must manage.

Introduction to ITIL Foundations

Duration: 4 hours

Objectives:

- Train students in the concepts and terminology required to pass the certification in IT Service Management.

- Introduce the student to the ITIL V4 management framework and its application to improve service quality and the management of the IT organization.

Topics:

'- Introduction to IT Service Management.

- Introduction to the Phases of the IT Service Lifecycle.

- Service Strategy.

- Service Design.

- Service Transition.

- Service Operation.

- Continual Service Improvement.

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Preparation for ITIL4 Foundation Exam

Duration: 8 hours

Objectives:

- Train students in the concepts and terminology required to pass the certification in IT Service Management.

- Introduce the student to the ITIL v4 management framework and its application to improve service quality and the management of the IT organization.

Topics:

'- Introduction to IT Service Management.

- Introduction to the Phases of the IT Service Lifecycle.

- Service Strategy.

- Service Design.

- Service Transition.

- Service Operation.

- Continual Service Improvement.

- Practice Exam.

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Deliver and Support

Duration: 8 hours

Objectives:

-This workshop is intended to provide candidates with an understanding of how to integrate different value streams and activities to create, deliver, and support IT services and products, as well as relevant tools, methods, and practices.

Topics:

- ITIL 4: What’s New.

- The Value Chain.

- Create, Deliver, and Support IT Services.

- Value Streams.

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ITIL 4 Direct, Plan, and Improve

Duration: 8 hours

Objectives:

-Train the student in the general concepts and terminology of the ITIL4 management framework and its application to improve service quality and the management of the IT organization.

Topics:

- ITIL 4: What’s New.

- Governance, Risk, and Control.

- Planning.

- Continual Improvement.

- Indicators and Metrics.

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ITIL4 High-Velocity IT

Duration: 8 hours

Objectives:

-Train the student in the general concepts and terminology of the ITIL4 management framework and its application to improve service quality and the management of the IT organization.

Topics:

- ITIL 4: What’s New.

- Key Definitions.

- Objectives of High-Velocity IT.

- Key Behaviors.

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Creating the IT Service Catalog

Duration: 8 hours

Objectives:

-The purpose of this workshop is to explain the importance of the Service Catalog as an effective means of communication with users, ensuring clarity about the available services and the conditions for using them.

-In addition, it aims to provide the main concepts for defining a technology service catalog and the activities required to ensure the success of the initiative.

Topics:

- Basic Concepts

- Regulatory Compliance.

- Definition of “IT Service””.

- Identification of IT Services.

- Definition of the Template to Document Services (Service Attributes).

- Building the Catalog (Different Views).

- Technological Considerations.

- Success Factors.

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Designing IT Management Indicators

Duration: 8 hours

Objectives:

-The purpose of this workshop is to provide a framework for defining management indicators based on the continual service improvement model. It focuses on identifying the most relevant management indicators across all areas of IT service delivery and support, and on establishing practical, easy-to-implement measurement mechanisms.

Topics:

- Continual Improvement Model.

- Service Level Management.

- Definition of objectives and the SMART concept.

- Effective measurement of service support.

- Effective measurement of service delivery.

- Definition of relevant indicators.

- Definition of measurement methods.

- Value reporting.

- Service Improvement Plans

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ITIL4 Drive Stakeholder Value

Duration: 8 hours

Objectives:

- Train the participant in the general concepts and terminology of the ITIL4 management framework and its application to improve service quality and the management of the IT organization.

Topics:

- ITIL 4: What’s New.

- Understand the customer experience.

- How to nurture relationships.

- Tailor service offerings.

- Work together to create value.

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ITIL4 IT Service Continuity Practice

Duration: 4 hours

Objectives:

- The objective of this workshop is to provide participants with an overview of business continuity in light of ITIL4.

Topics:

- Basic Concepts.

- Continuity Plans.

- Continuity Processes.

- Roles and Responsibilities.

- Performance Metrics.

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Definition and Agreement of Service Levels

Duration: 8 hours

Objectives:

- The purpose of this workshop is to train participants in the definition and agreement of technology service levels.

Topics:

- Introduction

- Basic Concepts

- Relationship with the Service Catalog

- Capture of Service Level Requirements

- Relationship with Other Service Design Processes

- Negotiation of Operational Level Agreements

- Negotiation of Service Level Agreements

- Business Relationship Management

- Roles and Responsibilities

- Critical Success Factors

- Closing

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Incident Management and Event Management

Duration: 8 hours

Objectives:

- The purpose of this workshop is to train participants in the specific activities of incident and event management related to technology services.

- The workshop will focus on detailing the activities of a normal incident management flow and will provide the necessary tools for implementing these activities in companies.

Topics:

- Basic Concepts

- Incident Categorization

- Incident Prioritization

- Investigation and Diagnosis Escalation

- Major Incident Process

- Metrics and Measurement Methods

- Planning for Incident Management Implementation

- Technological Considerations

- Critical Success Factors

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Roadmap for Implementing ITIL

Duration: 8 hours

Objectives:

- The purpose of this workshop is to train participants to understand and become familiar with the different elements related to the implementation of ITIL®, providing a practical approach that reinforces and illustrates the concepts presented by the instructor.

- It is ideal for IT professionals who wish to implement ITIL® and have questions such as: Where do we start? What is the sequence of processes to implement? Should we do it in phases or a Big Bang approach? among others.

Topics:

- ITIL® Description

- Vision

- Assessment

- Planning

- Define ISMS (SGSTI)

- ST processes as drivers/coordinators

- SD processes adding value to the service

- SO processes as the face of IT to the customer

- Service Catalog, SLM, Service Desk

- Implementation

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ITIL for Managers

Duration: 4 hours

Objectives:

- This workshop is ideal for managers and heads involved in the following areas to gain a general overview of the ITIL® framework: Service Desk, Incident Management, Problem Management, Change Management, Service Asset and Configuration Management, Availability Management, Capacity Management, Information Security Management, Service Level Management, and in general, all IT administrative areas.

Topics:

- Service Management as a Practice

- The Service Lifecycle

- Generic Concepts and Definitions

- Key Principles and Models

- Processes

- Functions

- Roles

- ITIL® Certification Scheme.

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IT Service Operation

Duration: 8 hours

Objectives:

- The purpose of this workshop is to train participants in the specific processes and activities involved in IT service operations.

- The workshop will focus on detailing the best practices and the most common activities in service operations.

Topics:

- Service Level Management.

- Incident Management.

- Request Management.

- Monitoring and Event Management.

- Problem Management.

- IT Infrastructure Management.

- Metrics and Measurement Methods.

- Planning for Operations Management Implementation.

- Technological Considerations.

- Critical Success Factors.

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Discover Our Workshops.

Contact us and we will be happy to help you create workshops for technology management and offer you a tailored solution based on what was learned during the training stage.

Ask about our workshops

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