74 seminars offer you PDUs now including 37 additional courses. Take the next step to ongoing career success with AMA!

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1 NOVEMBER 2011 APRIL 2012 Keep Your Career Strong by Maintaining Your 74 seminars offer you PDUs now including 37 additional courses Take the next step to ongoing career success with AMA! PMI training is essential to getting and keeping your PMP Certification. AMA seminars are a great way to accumulate PDUs as you enhance your project management skills and acquire new ones in such crucial business areas as management, leadership, finance, communication and more. Call or visit save $200 See details on page 48 AMA has been reviewed and approved as a provider of project management training by the Project Management Institute (PMI). This PMI accrediation applies to all seminars in this booklet. DEVELOPMENT SUPPORT SOLUTIONS

2 Table of Contents PROJECT MANAGEMENT PAGE # Improving Your Project Management Skills: The Basic for Success 18 PDUs 3 Information Technology Project Management 18 PDUs 4 Technical Project Management 18 PDUs 4 AMA s Comprehensive Project Management Workshop 35 PDUs 5 AMA s PMP Prep Express 18 PDUs 5 Best Practices for the Multi-Project Managers 12 PDUs 6 Project Scope and Requirements Management 12 PDUs 6 Managing Projects Using Microsoft Projects 12 PDUs 7 Project Team Leadership: Building Commitment Through Superior Communication 18 PDUs 7 INFORMATION TECHNOLOGY MANAGEMENT Process Management: Applying Process Mapping to Analyze and Improve Your Operation 18 PDUs 8 Leadership Skills and Team Development for IT and Technical Professionals 18 PDUs 8 Managing Today s IT and Technical Professionals 18 PDUs 9 Managing a World-Class IT Department 18 PDUs 9 BUSINESS ANALYSIS Business Analysis Essentials 21 PDUs 10 Requirements Development, Documentation, and Management 28 PDUs 11 Certified Business Analyst Professional (CBAP ) and Certification of Competency in Business Analysis (CCBA ) Exam Prep Boot Camp 36 PDUs 12 ITIL TRAINING ITIL v3 Foundation 18 PDUs 13 ITIL Service Lifecycle Certification Training 14 ITIL Service Lifecycle: Service Strategy 21 PDUs 14 ITIL Service Lifecycle: Service Design 21 PDUs 15 ITIL Service Lifecycle: Service Transition 21 PDUs 15 ITIL Service Lifecycle: Service Operation 21 PDUs 16 ITIL Service Lifecycle: Continual Service Improvement 21 PDUs 16 ITIL Service Capability Certification Training 17 ITIL Service Capability: Planning, Protection, and Optimization 30 PDUs 17 ITIL Service Capability: Service Offerings and Agreements 30 PDUs 18 ITIL Service Capability: Release, Control, and Validation 30 PDUs 18 ITIL Service Capability: Operational Support and Analysis 30 PDUs 19 ITIL Service Catalog 21 PDUs 19 ITIL v3: Managing Across the Lifecycle 30 PDUs 20 ITIL In Action 21 How to Get Started with ITIL 12 PDUs 21 How to Create an ITIL Service Desk and Incident Management Process 18 PDUs 21 How to Master Problem Management 18 PDUs 21 How to Define and Value IT Services 18 PDUs 22 How to Measure and Justify IT Services 18 PDUs 22 LEADERSHIP SKILLS Developing Executive Leadership 18 PDUs 23 Critical Thinking 12 PDUs 24 Advanced Leadership Communication Strategies 18 PDUs 25 Achieving Leadership Success Through People 18 PDUs 25 Leading Virtual and Remote Teams 18 PDUs 26 AMA has been reviewed and approved as a provider of project management training by the Project Management Institute (PMI). PMI accrediation applies to all seminars in this booklet. STRATEGIC PLANNING PAGE # Strategy Execution: Getting It Done 18 PDUs 26 Essentials of Strategic Alliances and Partnership 12 PDUs 27 Launching and Managing Strategic Alliances and Partnerships 12 PDUs 27 Fundamentals of Strategic Planning 12 PDUs 28 Strategic Planning 18 PDUs 28 INTERPERSONAL SKILLS How to Communicate with Diplomacy, Tact and Credibility 12 PDUs 29 The 7 Habits of Highly Effective People 3 Day Signature Program 18 PDUs 30 Getting Results Without Authority 18 PDUs 31 Building Better Work Relationships: New Techniques for Results-Oriented Communications 18 PDUs 32 Managing Emotions in the Workplace: Strategies for Success 12 PDUs 32 Communication and Interpersonal Skills 12 PDUs 33 Interpersonal Skills for Managers 18 PDUs 33 Negotiating to Win 18 PDUs 34 Responding to Conflict: Strategies for Improved Communication 18 PDUs 34 Communicating Up, Down and Across the Organization 12 PDUs 35 Communication Boot Camp 18 PDUs 35 Dynamic Listening Skills for Successful Communication 12 PDUs 36 WRITING SKILLS Effective Technical Writing 18 PDUs 36 MANAGEMENT AND SUPERVISORY SKILLS Management Skills for New Supervisors 18 PDUs 37 The 7 Habits of Highly Effective People for Managers 2-Day Workshop 12 PDUs 38 Taking on Greater Responsibility: Step-up Skills for Non-Managers 12 PDUs 39 Managing Chaos: Tools to Set Priorities and Make Decisions Under Pressure 12 PDUs 39 Improving Your Managerial Effectiveness 18 PDUs 40 BUSINESS ENHANCEMENT SKILLS High-Impact Decision-Making: Reducing Risks, Maximizing Results 12 PDUs 40 Time Management 12 PDUs 41 AMA's 5-Day MBA Workshop 30 PDUs 42 FINANCE AND ACCOUNTING Fundamentals of Finance and Accounting for Non-Financial Managers 18 PDUs 43 Fundamentals of Cost Accounting 15 PDUs 44 AMA s Advanced Financial Modeling and Forecasting Workshop 18 PDUs 45 AMA s Finance Workshop for Non-Financial Executives 24 PDUs 45 AMA s Course on Financial Analysis 18 PDUs 46 AMA s Financial Statement Workshop 12 PDUs 46 AMA s Budgeting Workshop 12 PDUs 47 Debits and Credits: How Accounting Really Works 12 PDUs 47 Global Knowledge is a member of leading industry groups and associations that award professional certification credits, enabling it to offer a unique blend of certification tracks, delivery method options and value-added resources to help you reach your certification goals. These seminars are recognized by industry leaders such as itsmf, IIBA and PMI. AMA s s offer the same high-caliber faculty and engaging content as the classroom seminar on your desktop. Click on any seminar title for details.

3 PROJECT MANAGEMENT Improving Your Project Management Skills: The Basics for Success SEMINAR #6503 Build a solid foundation of project management knowledge. You will learn and practice the latest tools and techniques necessary for project management success. In lectures, discussions and exercises, you ll cover every aspect of managing projects. Aligned with the Project Management Institute s (PMI ) framework, this course is specifically designed to focus on the practical application of concepts. Ensure that your projects are set up for success from the start Learn the basics for effectively gathering and documenting requirements Understand the role of the project manager, business analyst and others in managing projects Develop an integrated project plan including realistic scope, schedules, budgets and risks Learn how to track and report on progress Gain the respect of your project team and build credibility with top management The Framework of Project Management Discussing key concepts, terminology, roles Defining a project, the project triangle and core PM processes Initiating the Project Creating a project charter and defining requirements Setting customer, sponsor and team member expectations Identifying the Work Building on the charter and product requirements Identifying and assigning ownership Estimating the Work Discussing industry best practices for creating realistic estimates Scheduling the Work Creating network logic diagrams Producing GANTT charts for project timelines Determining the critical path and calculating float Creating the Budget Capturing and tracking personnel expenses Completing the Plan Components of a project plan Identifying, assessing and dealing with risks Acquiring goods and/or services Executing the Plan Measuring progress against the plan Reporting on project status Managing changes Closing the Project Running a lessons learned session Capturing performance information Note: Updated to reflect A Guide to the Project Management Body of Knowledge (PMBOK Guide). Individuals who are new to project management, accidental project managers (for whom PM is a secondary part of their jobs), business analysts, subject-matter experts who contribute to projects and experienced project managers looking to review current tools, techniques and processes. Note: IT and other Tech Pros: See seminar #6515, Information Technology Project Management, page 4. SPECIAL FEATURE This seminar features fictional case studies that allow participants to immediately practice course concepts in group exercises. Participants will create key project documents: business case, charter, product requirements, project plan, status reports and lessons learned. EXTRA Participants have access to online blended learning components, including a full tool set of integrated PM templates to download for immediate use after the seminar. PHR SPHR GPHR Approved Provider HR Certification Institute This program has been approved for 18 recertification credit hours toward PHR, SPHR and GPHR recertification through the Human Resource Certification Institute (HRCI). For more information about certification or recertification, please visit the HRCI homepage at Oct. 31-Nov. 2. Houston, TX EMF Nov Atlanta, GA EMF Nov Chicago, IL EMF Nov New York, NY EMF Nov Arlington, VA EMF Nov Indianapolis, IN EMF Nov Hartford, CT EMF Nov San Francisco, CA EMF Nov. 30-Dec. 2. Dallas, TX EMF Nov. 30-Dec. 2. Kansas City, KS EMF Nov. 30-Dec. 2. Philadelphia, PA EMF Dec New York, NY EMF Dec Arlington, VA EMF Dec Boston, MA EMF Dec Chicago, IL EMF Dec Atlanta, GA EMF Dec San Francisco, CA EMF Jan Arlington, VA EMF Jan Atlanta, GA EMF Jan Chicago, IL EMF Jan New York, NY EMF Jan Los Angeles, CA EMF Jan Morristown, NJ EMF Jan San Francisco, CA EMF Feb Phoenix, AZ EMF Feb San Francisco, CA EMF Jan. 30-Feb. 1.. Arlington, VA EMF Feb Chicago, IL EMF Feb Houston, TX EMF Feb New York, NY EMF March Arlington, VA EMF March Boston, MA EMF March Chicago, IL EMF March Atlanta, GA EMF March San Francisco, CA EMF March New York, NY EMF March Dallas, TX EMF March Minneapolis, MN EMF April Arlington, VA EMF April Atlanta, GA EMF April New York, NY EMF April Chicago, IL EMF visit $2,095/AMA Members $1,895 LIVE ONLINE Mon. 2-5 pm ET 4 Lessons Nov. 28-Dec. 19, EMF Jan. 23-Feb. 13, EMF April 2-23, EMF CEUs/12 PDUs $2,095/AMA Members $1,895 3

4 PROJECT MANAGEMENT Information Technology Project Management SEMINAR #6515 Master the skills and techniques that can help make you a top-notch IT project manager. From defining, planning and executing IS/IT projects to managing critical interfaces with users and vendors, you ll find your solutions here. Discover how to optimize IT projects to bring business/software systems online more quickly and effectively whether you work in a traditional waterfall environment or an agile/iterative one. Correctly initiate projects Understand the different types of IT/software requirements Create balanced and predictable plans Budget more effectively Maintain control of your projects and deliver quality systems on time Use PM (software) tools to improve your efficiency Initiating projects: how the software development and project management processes work together Defining project work Project estimating techniques Scheduling; creating the budget Creating and executing a complete plan Project closure IT managers, project managers and team leaders, developers, business analysts, systems analysts, DBAs and project office staff. Technical or nontechnical individuals who are new to IT/software project management and/or experienced individuals wanting a refresher on the latest processes, concepts and thinking. Nov Chicago, IL EMF Nov San Francisco, CA EMF Nov. 30-Dec New York, NY EMF Dec Arlington, VA EMF Jan. 30-Feb Chicago, IL EMF Feb New York, NY EMF visit $2,095/AMA Members $1,895 LIVE ONLINE Thur. 2-5 pm ET 4 Lessons Oct. 20-Nov. 10, EMF March 8-29, EMF CEUs/12 PDUs $2,095/AMA Members $1,895 Technical Project Management SEMINAR #4251 A best-selling seminar for managers and team members involved in technical project management! This enriched program gives you three days of knowledge and practice in managing projects related to R&D, construction, capacity expansion, instrumentation and control, plant outages and other aspects of technical project management. Reduce task cycle times to achieve the fast-track results required in the technical field. And you ll be exposed to technical project management terminology, codes, conventions and performance standards of public and private sources, such as ISO, ANSI, ASME, IEEE and more. Apply WBS and network development Identify potential problems and solve them using troubleshooting techniques Track projects more effectively Create status reports that show top management where budgeting, scheduling and manpower trends are headed Cope with tight technical project schedules Essentials for leading project teams Project planning: beginning with scope management Developing a dynamic project schedule Establishing a sound estimating process Components of project planning Technical project planning methodologies Monitoring and controlling projects Project closure R&D professionals, engineers (across all specialties), scientists and principal investigators, project engineers, facility engineers, plant managers and anyone else who administers technical projects. Note: IT professionals are encouraged to attend Information Technology Project Management (seminar #6515). Nov San Francisco, CA EMF Nov Boston, MA EMF Nov New York, NY EMF Feb Chicago, IL EMF Feb Atlanta, GA EMF March New York, NY EMF April Arlington, VA EMF visit $2,095/AMA Members $1,895 4

5 PROJECT MANAGEMENT AMA's Comprehensive Project Management Workshop SEMINAR #6595 AMA s PMP Prep Express SEMINAR #6590 In just five days, refresh your PM expertise and chart a journey toward PM certification. In this week-long program, you ll examine a complete arsenal of PM competencies and methods and learn a common language to communicate and define project needs. In addition, you ll acquire skills to resolve project issues through an alignment with the Guide to the Project Management Body of Knowledge (PMBOK Guide). Learn all aspects of project management from the perspective of the PMBOK Guide Acquire necessary prerequisite knowledge to enter a PMP Exam Master the 44 competencies outlined in the PMBOK Guide Learn the techniques of documenting project risks, assumptions and constraints Learn how to develop a WBS and create a project charter Become skilled in executing, monitoring and controlling the tasks defined in your project plan Examining the project management framework Initiating, planning, executing and monitoring the project Identifying the key deliverables of a project using project scope management Establishing a project budget and understanding the different mechanisms used to estimate cost Monitoring and controlling the triple constraint: scope, schedule, budget Procurement decisions, administrative closure and project summary Project managers, program managers and project team leaders who have several years experience initiating, planning and managing projects and project team members who are interested in enhancing their career by preparing to become certified as a PMP. Oct. 31-Nov Los Angeles, CA EMF Nov Chicago, IL EMF Nov New York, NY EMF Nov. 28-Dec San Francisco, CA EMF Dec Morristown, NJ EMF Dec Arlington, VA EMF Jan New York, NY EMF Feb Arlington, VA EMF Feb. 27-Mar Atlanta, GA EMF March San Francisco, CA EMF March New York, NY EMF April Arlington, VA EMF visit 5 days/3.0 CEUs/35 PDUs $2,995/AMA Members $2,695 AMA Members save $300. AMA s PMP exam prep seminar has resulted in a 100% PMP exam pass rate reported by past attendees! This PMP certification exam prep seminar will help you prepare for today's more rigorous PMP exam based on A Guide to the Project Management Body of Knowledge PMBOK Guide. You'll cover all the process and knowledge areas including professional responsibility through instruction and testing and increase the probability of gaining your PMP certification. A PMP exam prep seminar with access to nearly 600 actual exam questions Study under PMP-certified instructors Online resources including 100 sample questions Hands-on PMP exam prep through a practice exam of 100 questions in class PMP certification process test-taking strategies Project integration management Project scope...time...cost...and quality management Project human resource management Project communication management Project risk management Project procurement management Project managers, program managers, and project team leaders who have experience leading and directing projects and have met the PMP credential eligibility requirement. See details of exam requirements at Nov Arlington, VA EMF Dec New York, NY EMF Jan Boston, MA EMF Feb New York, NY EMF visit $2,095/AMA Members $1,895 LIVE ONLINE Mon.-Thurs. 2-5 pm ET 4 Lessons Oct. 31-Nov. 3, EMF April 16-19, EMF CEUs/12 PDUs $2,095/AMA Members $1,895 5

6 PROJECT MANAGEMENT Best Practices for the Multi-Project Manager SEMINAR #6523 Put the best concepts, tools and techniques available for multi-project management to work for you and your organization! Ace multiple-project assignments by balancing time and resources. This updated seminar provides you with examples of best practices within the profession. Learn how to develop a culture for consistent, standardized Multi-Project Management (MPM) practices, utilize proven metrics for MPM performance and implement innovative tools and techniques for successful completion of multiple projects. Align work and projects with the strategic direction of the organization Keep projects on track and on budget Set and maintain priorities Improve communication on all projects Increase your effectiveness and efficiency Determine your organization s ability to conduct additional projects Identifying techniques to prioritize projects effectively How to allocate the necessary resources to projects Standardizing the approach to project communications Measuring project metrics Effectively managing stakeholders Achieving best practices in multi-project management This seminar is designed for project managers who are working on multiple projects simultaneously and would like to learn tips and techniques to improve their effectiveness and efficiency. Nov Chicago, IL EMF Nov Arlington, VA EMF Nov San Francisco, CA EMF Dec New York, NY EMF Feb Arlington, VA EMF March New York, NY EMF March Chicago, IL EMF April San Francisco, CA EMF visit 2 days/1.2 CEUs/12 PDUs $1,995/AMA Members $1,795 Project Scope and Requirements Management SEMINAR #6586 Manage project stakeholders and requirements to deliver satisfying solutions to the customer. Weaknesses and flaws in the scope definition process including poor stakeholder analysis and project management can easily lead to costly and unnecessary project failures. Gathering requirements, managing scope and meeting customer expectations are a major part of a project manager s work. Learn how to achieve project success by mastering scope control. Gain the tools, techniques and templates to manage project scope and requirements Identify project stakeholders and involve them in documenting their product or process requirements Get commitment on deliverables, schedules and resources Manage changes and define the known unknowns Gain early agreement on project scope to avoid scope-creep or anticipate and manage risks Achieve increased customer satisfaction with project deliverables and effective execution of project Why scope management is critical to project success Setting high-level business objectives; requirements; gathering techniques and constraints Analyzing the cost/benefit to the organization and customer User needs analysis for developing preliminary requirements Project scope planning and verification Developing the work breakdown structure Converting requirements into product specs Project scope control and change management Project and program managers, directors and sponsors, as well as PMO managers, team leaders and business analysts. Note: Attendees should have formal basic PM training. Dec New York, NY EMF April Chicago, IL EMF visit 2 days/1.2 CEUs/12 PDUs $1,995/AMA Members $1,795 6

7 PROJECT MANAGEMENT Managing Projects Using Microsoft Project SEMINAR #6550 Leave this seminar equipped to use the powerful Microsoft Project tool. You ll get intensive, hands-on training and expert instruction, advice and assistance. Learn to access the project planning and scheduling capabilities Practice using Microsoft Project on simulated real-life projects Monitor and control your project using a dynamic schedule Walk away with customized templates Return to work with a job aid and sample project cases Develop an integrated project plan including realistic scope, schedules, budgets and risks Examining the data structure: pros and cons Taking a tour of and personalizing your project file Effectively incorporating data such as work breakdown structure (WBS), tasks, relationships, durations, resources, costs and effort to build a solid project plan Producing a dynamic schedule vs. a static schedule Controlling and monitoring the project Techniques for tracking and reporting project progress Project managers who understand the principles of PM who now want to learn to manage projects with a software tool. You should be proficient in the use of other Windows-based software before coming to this course. Note: Bring a laptop loaded with Microsoft Office Project Standard or Professional Nov Chicago, IL EMF Dec New York, NY EMF visit 2 days/1.2 CEUs/12 PDUs $1,645/AMA Members $1,495 AMA Members save $150. LIVE ONLINE Tues. 2-5 pm ET 3 Lessons Jan , EMF CEUs/9 PDUs $1,645/AMA Members $1,495 Project Team Leadership: Building Commitment Through Superior Communication SEMINAR #6585 Create more project successes through enhanced leadership, communication and negotiation skills. Master the skills that can help you build team commitment and create a more predictable project environment. Build high-performance teams that can lead projects to successful implementation Keep the team on track through consensus and conflict resolution Minimize communication misunderstandings Prevent team breakups by using constructive feedback Achieve better results through clear, open and honest communication and negotiation Optimize time, money and resources by putting the right people on the right projects The ins and outs of communication skills Team dynamics: what s unique about project teams Conflict management, successful team behaviors How to delegate Communicating during project implementation and closure: conveying appreciation, what to do when crisis hits, performance reporting Negotiating agreements: a PM s sources of power Achieving commitment and creating project successes Mid- to high-level project and program managers and directors. Nov Dallas, TX EMF Dec New York, NY EMF Dec Chicago, IL EMF Feb San Francisco, CA EMF April Chicago, IL EMF visit $2,195/AMA Members $1,995 7

8 INFORMATION TECHNOLOGY MANAGEMENT Process Management: Applying Process Mapping to Analyze and Improve Your Operation SEMINAR #6531 Leadership Skills and Team Development for IT and Technical Professionals SEMINAR #2569 You can develop the best business strategy and hire the best talent and still fail. This seminar provides you with proven tools to successfully implement business improvements including process mapping techniques, documentation of standard operating procedures and value-added vs. non-value-added activity analysis. Identify process improvement opportunities Manage bottlenecks to enhance workflow and productivity Determine if operations should be outsourced Know where excess inventory can be reduced or eliminated Achieve more realistic and effective scheduling based on process lead-time data Know how each process relates to the whole operation Critical success factors for process improvement projects Issues: business process elements, measuring and controlling performance Using project management techniques to improve processes Process mapping: collecting the data Analyzing the data and identifying desired improvements Why standard operating procedures (SOPs) are important Cultural and organizational issues and barriers Senior and mid-level managers responsible for process mapping and process quality improvement; project managers, industrial engineers, IT analysts and VPs of manufacturing. Nov Arlington, VA EMF Dec Chicago, IL EMF Feb San Francisco, CA EMF March New York, NY EMF visit $2,195/AMA Members $1,995 Each year, hundreds of professionals gain the people skills they need to master the art of leadership at this powerful seminar. Leaders of technical professionals face a substantial challenge: to achieve successful task completion through positive work relationships. In this highly interactive seminar, you will learn how to build and lead a team, evaluate your team s performance and develop an action plan for continued leadership success. Hands-on practice building and leading teams Maintain team performance during times of change Manage and resolve team conflict Develop the skills to manage the day-to-day challenges of team leadership Technical vs. nontechnical professionals: differences that impact the leader s role Various types of teams: functional, cross-functional, selfmanaged and self-directed how to vary your leadership style to meet the needs of the team Key steps to building high-performance teams Evaluating individual and team performance Using discipline, coaching, communication, problem-solving and authority to better manage your people IT and technical professionals, including team leaders, managers, directors and others who want to enhance their team-building and leadership skills. Nov Arlington, VA EMF Dec Chicago, IL EMF Dec New York, NY EMF Feb. 29-Mar San Francisco, CA EMF April New York, NY EMF visit $2,195/AMA Members $1,995 LIVE ONLINE Tues. 2-5 pm ET 4 Lessons Jan , EMF April 3-24, EMF CEUs/12 PDUs $2,195/AMA Members $1,995 8

9 INFORMATION TECHNOLOGY MANAGEMENT Managing Today s IT and Technical Professionals SEMINAR #2285 You have the experience and the technical skills. Now add the management know-how to drive results. Managing technical professionals demands a whole new set of skills. In just three days, you ll learn how to get your project teams, work groups and task forces working together more efficiently and productively. Understand what drives or motivates technical people Develop a broader organizational perspective Learn which combination of best management approaches works best for your team Align the technical professional s goals with business goals Analyze performance based on business requirements Using the MBTI Instrument to understand your type and the working styles of those you manage How the characteristics of the typical IT and technical professional affects your management actions Planning the foundation of managing technical pros Communicating, making decisions with technical professionals Delegating, motivating and coaching Choosing talented technical professionals Managing progress and evaluating performance IT and technical professionals who have been or are about to be promoted to a management position, experienced managers who are new to the technical environment. Nov Chicago, IL EMF Dec Arlington, VA EMF visit $2,195/AMA Members $1,995 LIVE ONLINE Mon. 2-5 pm ET 4 Lessons Jan. 23-Feb. 13, EMF April 2-23, EMF CEUs $2,195/AMA Members $1,995 Managing a World-Class IT Department SEMINAR #6547 You manage the most critical operation in the organization. AMA can help. Effectively run the IT department, make good management and technical decisions and leverage your resources to support the business and enhance organizational profitability. Operational expertise is key, so 80% of the seminar focuses on finance and operations while 20% of the course is devoted to people skills.* Help your IT team meet and exceed organizational requirements Understand what it takes to excel as an IT manager Acquire budgeting, forecasting and scheduling skills Recognize the benchmarks and framework of a management position in IT Learn concepts, processes and documentation necessary for superior managerial performance Understand the basic principles of project management and business analysis as these professions relate to IT Challenges facing IT departments Influencing peers, direct reports and other employees: making your position more powerful The IT manager s job: leading and managing the department and its daily operations Developing an IT strategic plan and budget Linking corporate strategy with IT strategy and implementation Decision-making tools for best vendor selection Balancing daily operations with ongoing improvements Pinpointing weaknesses and improving team performance Understanding the role of business analysis, project management concepts and processes Strategies and metrics for measuring IT performance Responding effectively to industry trends IT managers, business analysts, infrastructure managers, database administrators and master IT architects. *To focus on people skills, consider seminar #2285, Managing Today s IT and Technical Professionals, on the left. Dec New York, NY EMF Feb Arlington, VA EMF March Chicago, IL EMF visit $2,195/AMA Members $1,995 9

10 BUSINESS ANALYSIS Business Analysis Essentials SEMINAR #72919 Understand the business analyst s role and responsibilities in a successful project. In this introductory seminar, you ll delve into the role and responsibilities of the business analyst the communication link between all business areas and a critical player in project success. Learn techniques for ensuring project success every step of the way from identifying and analyzing potential projects to making sure that the final project product meets the requirements you identified. Through hands-on exercises, you ll learn to define the scope of work and master requirements gathering techniques that will work for a variety of projects and audiences. You ll consider the unique needs of customers, stakeholders, and the IT department as you work toward building, documenting, communicating and managing requirements. Role of the business analyst Build and evaluate a business case Plan, manage, analyze, document and communicate requirements Conduct effective interviews, group workshops and questionnaires Data mining Effectively capture and document business rules Get agreement Ensure requirements are met HANDS-ON EXERCISES Identify business analysis (BA) concepts and activities in your organization Propose project scope based on your analysis of a business architecture, feasibility study and risk assessment Define team roles and work division strategy Plan requirements activities for a project Plan scope and requirements change management Choose elicitation techniques Choose techniques to structure, model and analyze requirements Identify project assumptions and constraints Determine requirements verification and validation activities Draft a requirements communication plan Prepare for requirements presentation and sign-off Determine solution assessment and validation activities Compile an individual professional skills inventory Produce an individual professional growth plan Overview of Business Analysis The solutions life cycle What is business analysis? Business analysis terminology International Institute of Business Analysis course CBAP certification Enterprise Analysis The business architecture Feasibility studies Project scope Business case Risk assessment Decision package Selecting and prioritizing projects Requirements Planning and Management Team roles for the project Work division strategy Requirements risk approach Planning considerations Requirements activities Selection Estimation Requirements scope Requirements activity Requirements change management Requirements Elicitation Elicit requirements Techniques Brainstorming Document analysis Focus groups Interface analysis Interviews Observation Prototyping Workshop Reverse engineering Survey/questionnaire Requirements Analysis and Documentation Requirements package Business domain model Analyze user requirements Analyze functional requirements Analyze quality of requirements Assumptions and constraints Requirements management Modeling techniques Data and behavior models November Raleigh, NC November Atlanta, GA November Morristown, NJ November San Jose, CA December Houston, TX December Dallas, TX January Arlington, VA January Chicago, IL January Los Angeles, CA February Orlando, FL February Atlanta, GA February Boston, MA March Dallas, TX March New York, NY March San Jose, CA visit 3 days/21 PDUs/21 CDUs $1,995 Process/flow models Usage models Requirements Communication Communication plan Solution Assessment And Validation BA Fundamentals Case Studies Exercises LIVE ONLINE Mon.-Thurs. 11 am-5 pm ET Feb. 27-Mar. 1, PDUs/21 CDUs/$1,795 Four 6-hour Lessons Systems analysts, business analysts, requirements analysts, developers, software engineers, IT project managers, project managers, project analysts, project leaders, senior project managers, team leaders, program managers, testers, and QA specialists. Global Knowledge is a member of leading industry groups and associations that award professional certification credits, enabling it to offer a unique blend of certification tracks, delivery method options and value-added resources to help you reach your certification goals. These seminars are recognized by industry leaders such as itsmf, IIBA and PMI. 10

11 BUSINESS ANALYSIS Requirements Development, Documentation and Management SEMINAR #72964 Develop effective requirements that meet business and stakeholder objectives. Numerous studies have concluded that failure to effectively develop and document project requirements is directly related to project failure. By following the logical methodology for the requirements process presented in this seminar, you ll learn to develop and write effective requirements, including business objectives as well as business, stakeholder, and solution requirements. By working through the requirements process using various elicitation techniques, you ll discover the importance of and types of requirements, best practices for writing requirements, steps for sign-off, and management of the requirements baseline. Types of requirements including business, stakeholder, functional, nonfunctional, and transition requirements Elicitation techniques including their advantages and disadvantages for the various requirements stakeholders Analysis and modeling of requirements Types of requirement documents Best practices for requirements writing How to avoid requirements writing pitfalls Steps for requirements verification, validation, and sign-off Requirements management processes including data management, tracing, and change management HANDS-ON EXERCISES Document the current environment and proposed scope for case study Create charter and ID team Identify stakeholders for case study Case study: create elicitation plan, create interview event, create workshop event Case study: modeling functional requirements use case diagrams, data modelingerd Develop requirements document templates Develop requirements change flowchart Critique and make improvements to a case study requirements document Requirements Issues and Impacts Issues from poor requirements processes CBAP review Requirements definition Requirements problems class exercise/brainstorm Foundations of Requirements Types of requirements Business vs. technical communications Requirements approaches Product and project life cycles Role of business analyst (IIBA view) The requirements process Defining the Product Scope Enterprise analysis overview What scope is The business case Use cases to describe current environment and proposed scope Requirements Communication Planning The requirements communications plan Requirements conflicts The requirements package Requirements Planning: The Requirements Charter The requirements charter The requirements team Requirements Planning: Sources Stakeholder types Identifying stakeholders Analyzing stakeholders for requirements Requirements Elicitation Techniques Creating an elicitation archive Elicitation plan Requirements Analysis Functional requirements Non-functional requirements Constraints Modeling techniques UML techniques Data modeling Requirements Sign-Off The requirements baseline Review meetings The sign-off process Writing the Requirements Document Technical writing practices Good requirements writing practices Requirements writing pitfalls and mistakes Requirements document enhancements Writing functional and non-functional requirements Writing assumptions and constraints Organizing the requirements document November Morristown, NJ November New York, NY Nov. 29-Dec Houston, TX December Arlington, VA January Atlanta, GA January Chicago, IL Jan. 30-Feb Raleigh, NC February San Jose, CA Feb. 27-Mar Arlington, VA March Boston, MA March New York, NY visit 4 days/28 PDUs/28 CDUs $2,395 LIVE ONLINE Mon.-Fri. 11 am-5 pm ET November 7-11, 2011 February 6-10, PDUs/28 CDUs/$2,195 Five 6-hour Lessons Requirements Management Managing throughout the product life cycle Components of requirements management The change process Traceability Requirements/configuration management systems Requirements attributes brainstorm Systems analysts, business analysts, requirements analysts, developers, software engineers, IT project managers, project managers, project analysts, project leaders, senior project managers, team leaders, program managers, testers, and QA specialists. Prerequisite: #72919, Business Analysis Essentials, page 10. Global Knowledge is a member of leading industry groups and associations that award professional certification credits, enabling it to offer a unique blend of certification tracks, delivery method options and value-added resources to help you reach your certification goals. These seminars are recognized by industry leaders such as itsmf, IIBA and PMI. 11

12 BUSINESS ANALYSIS Certified Business Analyst Professional (CBAP ) and Certification of Competency in Business Analysis (CCBA ) Exam Prep Boot Camp SEMINAR #72922 Accelerate your readiness for the CBAP and CCBA exams. Gain the essential information you need to prepare for and pass the Certified Business Analyst Professional (CBAP ) or Certification of Competency in Business Analysis (CCBA ) exam. This Boot Camp focuses on the Business Analysis Body of Knowledge (BABOK ) areas specifically covered in both exams. You ll take practice exercises and quizzes and learn study and test-taking tips using IIBA terminology. This interactive seminar includes: CBAP and CCBA exam prep study guide Exercises throughout to reinforce CBAP and CCBA exam concepts Prepare to take the CBAP and CCBA exams Learn BABOK terms, definitions and processes Master test-taking techniques Discover styles and types of questions found on the CBAP and CCBA exams Introduction CBAP And CCBA exam Requirements Exam questions Exam-taking tips Assessment quiz BABOK Foundation BABOK definitions Knowledge areas Underlying fundamentals BA Six Knowledge Areas Planning and monitoring Elicitation Enterprise analysis Solution assessment and validation Requirements management and communication Requirements analysis Enterprise Analysis Overview of enterprise analysis Summary exercise Practice test Requirements Planning and Management Overview of requirements planning and management Summary exercise Practice test Handy reference charts Exercises to increase memory recall Optional custom-created flash cards Requirements Elicitation Overview of requirements elicitation Summary exercise Practice exercises Practice test Requirements Analysis and Documentation Overview of requirements analysis and documentation Summary exercise Practice test Requirements Communication Overview of requirements communication Summary exercise Practice test Solution Assessment and Validation Overview of solution assessment and validation Summary exercise Practice test Underlying Fundamentals Overview of underlying fundamentals Communication skills Leadership skills Problem-solving skills Business knowledge Information technology knowledge Summary exercise Practice test Systems analysts, business analysts, IT project managers, associate project managers, project managers, project coordinators, project analysts, project leaders, senior project managers, team leaders, product managers and program managers seeking CBAP or CCBA certification. November Morristown, NJ Nov. 29-Dec Dallas, TX December New York, NY December Boston, MA January Arlington, VA Jan. 30-Feb Los Angeles, CA February Orlando, FL February Atlanta, GA March Raleigh, NC March San Jose, CA March Houston, TX visit 4 days/36 PDUs/36 CDUs $2,895 LIVE ONLINE Mon.-Fri. 11 am-7:30 pm ET March 26-30, PDUs/36 CDUs/$2,595 Five 8.5-hour Lessons CCBA certification designates business analysis (BA) practitioners who have developed essential BA skills and have at least 3,750 hours of hands-on BA experience. CBAP certification designates BA practitioners who have extensive business analysis experience. With at least 7,500 hours of hands-on BA experience, CBAP recipients are the senior members of the BA community. Global Knowledge is a member of leading industry groups and associations that award professional certification credits, enabling it to offer a unique blend of certification tracks, delivery method options and value-added resources to help you reach your certification goals. These seminars are recognized by industry leaders such as itsmf, IIBA and PMI. 12

13 ITIL TRAINING ITIL v3 Foundation SEMINAR #72975 Learn about process improvements, benefits and challenges of ITIL v3, and get your ITIL v3 Foundation certification. In this exciting and dynamic seminar, you will get an introduction to the lifecycle of managing IT services to deliver to business expectations. Using an engaging case study, you ll learn the core disciplines of ITIL best practices. Upon completing this seminar, you ll be well positioned to successfully complete the associated ITIL exam required for entry into the future ITIL v3 intermediate-level training seminars. ITIL v3 covers five core disciplines: Service Strategy Service Design Service Transition These disciplines represent a service lifecycle framework that further enhances alignment to the business while demonstrating business value and ROI and enabling IT to solve specific operational needs. This seminar includes handouts and references useful after the class, as well as practice sessions, quizzes, exam strategies and test-taking tips. The one-hour ITIL v3 Foundation exam will be offered on the last day at 3:30 p.m. Key concepts of ITIL Important principles for improving IT operations Vital processes and functions Practical guidance for applying ITIL to everyday IT situations How to align with business, control costs, and improve IT service quality Service Management Defined IT services and what they really do How IT services deliver value to customers Value and importance of IT service management ITIL Introduction Good practices Ease ITIL adoption ITIL qualification scheme, bodies and certifications Service Operation Effectively and efficiently deliver support services Ensure value to customer and service provider Maintain stability while allowing for change Organize to improve IT support to customers Service Operations Continual Service Improvements Continual Service Improvement Create and maintain value for customers Importance of better design, introduction and operation of services Improving service quality, business continuity, and IT efficiency Link improvement efforts to strategy, design and transition Service Strategy Design, develop and implement service management Service management as a strategic asset Setting objectives and expectations Identify and select prioritization opportunities Service Design Design and develop services Develop processes Design principles and methods Convert strategy into services Service Transition Develop and improve capabilities Improved methods for transitioning new and changed services into operation Manage the complexity related to changes Prevent undesired results while enabling innovation Exam-Taking Tips Important techniques to help you pass your exam Practice Exams In-class and take-home exam preparation Anyone seeking ITIL Foundation certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality and balancing IT resources in the most effective manner. All IT professionals, IT project managers, IT managers, IT project or team members, coordinators, network operators, business process analysts, IT architects, November Boston, MA November Morristown, NJ November San Jose, CA November Arlington, VA November Austin, TX November Indianapolis, IN November Chicago, IL November Dublin, OH November New York, NY November St. Louis Park, MN December Arlington, VA December Phoenix, AZ December Sacramento, CA December Raleigh, NC December Ft. Lauderdale, FL December Los Angeles, CA December Arlington, VA December Philadelphia, PA December Portland, OR January Atlanta, GA January Columbia, MD January Dallas, TX January Arlington, VA January San Jose, CA January Morristown, NJ January Virginia Beach, VA January Herndon, VA January Denver, CO January Houston, TX January Orlando, FL visit 3 days/18 PDUs $2,195 LIVE ONLINE Mon.-Fri. 1-5 pm ET November 7-11, 2011 Nov. 28-Dec. 2, 2011 January 2-6, 2012 February 6-10, 2012 March 12-16, PDUs/$1,995 Five 4-hour Lessons consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers and other IT-related positions. Prerequisite: Familiarity with IT terminology and IT-related work experience are recommended. Certification: ITIL v3 Foundation Certificate Global Knowledge is a member of leading industry groups and associations that award professional certification credits, enabling it to offer a unique blend of certification tracks, delivery method options and value-added resources to help you reach your certification goals. These seminars are recognized by industry leaders such as itsmf, IIBA and PMI. 13

14 ITIL TRAINING ITIL Service Lifecycle Certification Training After earning your ITIL Foundation certification, you can specialize your expertise at the Intermediate ITIL Level. You can even work your way through the Intermediate Level to achieve ITIL Expert certification. The ITIL Intermediate Level offers two education paths: Service Lifecycle, which is management-focused, and Service Capability, which is process-focused. You may take as few or as many ITIL Intermediate courses and earn qualifications as you wish, building a portfolio of certifications tailored to your requirements and interests. The five ITIL Service Lifecycle phases lay the foundation for the ITIL Service Lifecycle certification series, which consists of five modules: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement The ITIL Service Lifecycle seminars are ideal for those in management or leadership roles who need to understand the management and coordination of the ITIL practice areas. As well, the courses will benefit those wishing to comprehend the justification for investing in IT services. In Service Lifecycle certification training, you will be immersed in the overall concepts, processes, policies and methods associated with the phases of the Service Lifecycle. You will cover management and control of the activities and techniques within each phase. The training uses an engaging, scenariobased approach to learning the core disciplines of the ITIL best practices, and they position you to successfully complete the associated exams offered on the last day of each course. Note: ITIL v3 Foundation certification is required to take the Service Lifecycle exams. Continual Service Improvement Service Operation Service Transition Service Design Service Strategy Lifecycle Modules 3 credits each ITIL v3 Foundation Bridge.5 credit ITIL Master ITIL Expert 22 Credits Required Managing Across the Lifecycle 5 credits Change Analyst 1.5 credits Service Catalog 1.5 credits Service Offerings & Agreements Release, Control & Validation Planning, Protection & Optimization Operational Support & Analysis Capability Modules 4 credits each ITIL v3 Foundation 2 credits ITIL Service Lifecycle: Service Strategy SEMINAR #72719 In this seminar, you will be immersed in the overall concepts, processes, policies and methods associated with the Service Strategy phase of the Service Lifecycle. You ll focus on managing and controlling the activities and techniques within the Service Strategy stage, not the detail of each of the supporting processes. This seminar is designed using an engaging scenario-based approach to learning the core disciplines of ITIL best practices, and it positions you to successfully complete the associated exam, which is offered on the last day at 3:30 p.m. Service Management as a practice and Service Strategy principles, purpose and objective How all Service Strategy processes interact with other Service Lifecycle processes Activities, methods and functions used in each of the Service Strategy processes Roles and responsibilities within Service Strategy and the activities and functions to achieve operational excellence How to measure Service Strategy performance Technology and implementation requirements in support of Service Strategy Challenges, critical success factors and risks related with Service Strategy November New York, NY November Chicago, IL November Dallas, TX December Morristown, NJ Jan. 30-Feb Arlington, VA February Atlanta, GA March New York, NY March Raleigh, NC March Chicago, IL March Dallas, TX visit 3 days/21 PDUs $2,395 LIVE ONLINE Mon.-Fri pm ET October 24-28, 2011 January 23-27, PDUs/$2,195 Five 5-hour Lessons Global Knowledge is a member of leading industry groups and associations that award professional certification credits, enabling it to offer a unique blend of certification tracks, delivery method options and value-added resources to help you reach your certification goals. These seminars are recognized by industry leaders such as itsmf, IIBA and PMI. Prerequisite ITIL v2 Foundation Certificate 14

15 ITIL TRAINING ITIL Service Lifecycle: Service Design SEMINAR #72720 ITIL Service Lifecycle: Service Transition SEMINAR #72721 In this seminar, you will be immersed in the overall concepts, processes, policies and methods associated with the Service Design phase of the Service Lifecycle. You will cover management and control of the activities and techniques within the Service Design stage, not the detail of each of the supporting processes. This seminar is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practices, and it positions you to successfully complete the associated exam, which is offered on the last day at 3:30 p.m. Service Management as a practice and Service Design principles, purpose and objective How all Service Design processes interact with other Service Lifecycle processes The sub-processes, activities, methods and functions used in each of the Service Design processes Roles and responsibilities within Service Design and the activities and functions to achieve operational excellence How to measure Service Design performance Technology and implementation requirements in support of Service Design Challenges, critical success factors and risks related with Service Design Oct. 31-Nov Los Angeles, CA November Atlanta, GA November Dallas, TX November Chicago, IL December New York, NY December Orlando, FL January San Jose, CA January Boston, MA January Arlington, VA March Chicago, IL March Atlanta, GA March Dallas, TX visit 3 days/21 PDUs $2,395 LIVE ONLINE Mon.-Fri pm ET December 5-9, 2011 March 5-9, PDUs/$2,195 Five 5-hour Lessons Global Knowledge is a member of leading industry groups and associations that award professional certification credits, enabling it to offer a unique blend of certification tracks, delivery method options and value-added resources to help you reach your certification goals. These seminars are recognized by industry leaders such as itsmf, IIBA and PMI. In this seminar, you will be immersed in the overall concepts, processes, policies and methods associated with the Service Transition phase of the Service Lifecycle. You ll focus on Service Transition purpose, principles, processes, activities, functions, technology and implementation considerations. Using an engaging case study-based approach, you ll learn the core disciplines of ITIL and you ll prepare to successfully complete the associated exam. The exam will be offered on the last day at 3:30 pm. Importance of Service Management as a practice concept and Service Transition principals, purpose and objectives How all processes in ITIL Service Transition interact with other Service Lifecycle Processes Sub-processes, activities, methods and functions used in each of the ITIL Service Transition processes Roles and responsibilities within ITIL Service Transition and the activities and functions to achieve operational excellence How to measure ITIL Service Transition Technology and implementation considerations surrounding ITIL Service Transition Challenges, critical success factors and risks associated with ITIL Service Transition November Los Angeles, CA December Houston, TX December Dallas, TX December Chicago, IL January New York, NY January Arlington, VA January Atlanta, GA February Boston, MA February Raleigh, NC March San Jose, CA March Orlando, FL visit 3 days/21 PDUs $2,395 LIVE ONLINE Mon.-Fri pm ET December 19-23, 2011 March 19-23, PDUs/$2,195 Five 5-hour Lessons Global Knowledge is a member of leading industry groups and associations that award professional certification credits, enabling it to offer a unique blend of certification tracks, delivery method options and value-added resources to help you reach your certification goals. These seminars are recognized by industry leaders such as itsmf, IIBA and PMI. 15

16 ITIL TRAINING ITIL Service Lifecycle: Service Operation SEMINAR #72722 In this seminar, 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 seminar 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 exam will be offered on the last day at 3:30 p.m. The main process focus areas of this seminar include: Incident Management Problem Management Request Fulfillment and Access Management Oct. 31-Nov Houston, TX November Arlington, VA November Raleigh, NC November Atlanta, GA December San Jose, CA December Dallas, TX January Los Angeles, CA Jan. 30-Feb New York, NY February Chicago, IL February Arlington, VA March Orlando, FL March Atlanta, GA March Boston, MA visit 3 days/21 PDUs $2,395 LIVE ONLINE Mon.-Fri pm ET Oct. 31-Nov. 4, 2011 January 16-20, PDUs/$2,195 Five 5-hour Lessons Global Knowledge is a member of leading industry groups and associations that award professional certification credits, enabling it to offer a unique blend of certification tracks, delivery method options and value-added resources to help you reach your certification goals. These seminars are recognized by industry leaders such as itsmf, IIBA and PMI. ITIL Service Lifecycle: Continual Service Improvement SEMINAR #72723 In this seminar, 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 seminar covers the management and control of the activities and techniques within the CSI stage, not the detail of each of the supporting processes. This seminar 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 at 3:30 p.m. Service Management as a practice and CSI principles, purpose, and objective 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 How to measure CSI performance Technology and implementation requirements in support of CSI The challenges, critical success factors and risks related with CSI Oct. 31-Nov Dallas, TX November Arlington, VA November Los Angeles, CA December San Jose, CA December Houston, TX January Boston, MA January Atlanta, GA Jan. 30-Feb Orlando, FL February Arlington, VA February New York, NY February Chicago, IL February Dallas, TX visit 3 days/21 PDUs $2,395 LIVE ONLINE Mon.-Fri pm ET November 14-18, 2011 December 19-23, PDUs/$2,195 Five 5-hour Lessons February 20-24, 2012 Global Knowledge is a member of leading industry groups and associations that award professional certification credits, enabling it to offer a unique blend of certification tracks, delivery method options and value-added resources to help you reach your certification goals. These seminars are recognized by industry leaders such as itsmf, IIBA and PMI. 16

17 ITIL CERTIFICATION TRAINING ITIL Service Capability Certification Training The ITIL Service Capability stream consists of four certifications, or qualifications, that focus on specific phases of the ITIL Service Lifecycle, with emphasis on process activities and their execution and use. The Service Capability seminars deliver specialized knowledge on functions, roles and responsibilities, cluster grouping activities, and implementation. The four ITIL Service Capability phases lay the foundation for the ITIL Capability Lifecycle certification series, which consists of five modules: Planning, Protection and Optimization Service Offerings and Agreements Release, Control and Validation Operational Support and Analysis If your job role focuses on one area of ITIL or you need detailed process-level knowledge, the Service Capability qualifications are for you. They are also appropriate if you want to achieve ITIL v3 Expert status to exhibit a balanced and wellrounded understanding of ITIL best practices. In each of our Service Capability offerings you will be immersed in the practical aspects of the ITIL Service Lifecycle and the processes associated with each aspect of Service Capability. You will focus on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. Using an engaging, scenario-based approach to learning the core disciplines of ITIL best practices, you will learn to apply the practices throughout the Service Management Lifecycle. The training positions you to successfully complete the associated exams offered on the last day. Note: ITIL v3 Foundation certification is required to take the Service Capability qualification exams. Continual Service Improvement Service Operation Service Transition Service Design Service Strategy Lifecycle Modules 3 credits each ITIL v3 Foundation Bridge.5 credit ITIL Master ITIL Expert 22 Credits Required Managing Across the Lifecycle 5 credits Change Analyst 1.5 credits Service Catalog 1.5 credits Service Offerings & Agreements Release, Control & Validation Planning, Protection & Optimization Operational Support & Analysis Capability Modules 4 credits each ITIL v3 Foundation 2 credits ITIL Service Capability: Planning, Protection and Optimization SEMINAR #72724 In this seminar, you will be immersed in the practical aspects of the ITIL v3 Service Lifecycle and processes associated with the Planning, Protection, and Optimization of services and service delivery. You will focus on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable certificate holders to apply the practices throughout the Service Management Lifecycle. This seminar is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practices, and it positions you to successfully complete the associated exam, which is offered on the last day at 3:30 p.m. The main process and function focus areas include: Capacity Management Availability Management Service Continuity Management Security Management Demand Management Risk Management November Orlando, FL November New York, NY December Morristown, NJ December Atlanta, GA December Arlington, VA January Raleigh, NC January Houston, TX January San Jose, CA Jan. 30-Feb Dallas, TX February Los Angeles, CA February Chicago, IL March New York, NY March Arlington, VA visit 5 days/30 PDUs $2,895 LIVE ONLINE Mon.-Fri pm ET December 12-19, 2011 March 12-19, PDUs/$2,595 Eight 5-hour Lessons Global Knowledge is a member of leading industry groups and associations that award professional certification credits, enabling it to offer a unique blend of certification tracks, delivery method options and value-added resources to help you reach your certification goals. These seminars are recognized by industry leaders such as itsmf, IIBA and PMI. Prerequisite ITIL v2 Foundation Certificate 17

18 ITIL TRAINING ITIL Service Capability: Service Offerings and Agreements SEMINAR #72725 ITIL Service Capability: Release, Control and Validation SEMINAR #72726 This seminar immerses you in the practical aspects of the ITIL v3 Service Lifecycle and processes associated with the Service Offerings and Agreements of services and service delivery. You ll focus on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This seminar uses an engaging case study-based approach to learning the core disciplines of ITIL best practices, positioning you to successfully complete the associated exam. The exam will be offered on the last day at 3:30 p.m. The main process focus areas include: Service Portfolio Management Service Level Management Service Catalog Management Demand Management Supplier Management Financial Management November Atlanta, GA November 28-Dec New York, NY January Arlington, VA January San Jose, CA January Dallas, TX Jan. 30-Feb Chicago, IL February Raleigh, NC February Morristown, NJ Feb. 27-Mar Houston, TX March Atlanta, GA March Boston, MA March New York, NY visit 5 days/30 PDUs $2,895 Global Knowledge is a member of leading industry groups and associations that award professional certification credits, enabling it to offer a unique blend of certification tracks, delivery method options and value-added resources to help you reach your certification goals. These seminars are recognized by industry leaders such as itsmf, IIBA and PMI. This seminar will immerse you in the practical aspects of the ITIL v3 Service Lifecycle and processes associated with the Release, Control, and Validation of services and service delivery. The main focus of this seminar is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This seminar uses an engaging case study-based approach, allowing you to learn the core disciplines of ITIL best practices and to be positioned to successfully complete the associated exam. The exam will be offered on the last day at 3:30 p.m. The main process focus areas include: Change Management Service Release and Deployment Management Service Asset and Configuration Management Service Validation and Testing Knowledge Management Request Fulfillment Service Evaluation Oct. 31-Nov New York, NY November Los Angeles, CA November Houston, TX Nov. 28-Dec Arlington, VA January Atlanta, GA January Chicago, IL January Raleigh, NC February Dallas, TX February Boston, MA February San Jose, CA Feb. 27-Mar New York, NY March Arlington, VA March Orlando, FL LIVE ONLINE Mon.-Fri pm ET visit Oct. 31-Nov. 7, 2011 Jan. 30-Feb. 6, days/30 PDUs $2,895 LIVE ONLINE 30 PDUs/$2,595 Eight 5-hour Lessons Mon.-Fri pm ET December 12-19, 2011 Mar. 26-Apr. 2, PDUs/$2,595 Eight 5-hour Lessons Global Knowledge is a member of leading industry groups and associations that award professional certification credits, enabling it to offer a unique blend of certification tracks, delivery method options and value-added resources to help you reach your certification goals. These seminars are recognized by industry leaders such as itsmf, IIBA and PMI. 18

19 ITIL TRAINING ITIL Service Capability: Operational Support and Analysis SEMINAR #72727 This seminar immerses you in the practical aspects of the ITIL v3 Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. The main focus of this seminar is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This seminar uses an engaging case study-based approach to learning the core disciplines of ITIL best practices, and it positions you to successfully complete the associated exam. The exam will be offered on the last day at 3:30 p.m. The main process focus areas include: Event and Incident Management Process Request Fulfillment Process Problem Management Process Access Management Process Service Desk, Technical Management IT Operations and Application Management Oct. 31-Nov Chicago, IL November Dallas, TX November San Jose, CA December New York, NY December Orlando, FL January Arlington, VA February Atlanta, GA February Dallas, TX Feb. 27-Mar Chicago, IL March Houston, TX March San Jose, CA March Boston, MA March Los Angeles, CA visit 5 days/30 PDUs $2,895 LIVE ONLINE Mon.-Fri pm ET December 5-14, 2011 February 13-20, PDUs/$2,595 Eight 5-hour Lessons ITIL Service Catalog SEMINAR #72631 Learn the best practices for defining an ITIL Service Catalog. Learn the best practices for implementing and managing a Service Catalog. You will cover the overall concepts, requirements and planning required for a successful Service Catalog implementation. You ll learn why a business case is needed identify the first steps to take for Service Catalog creation. Service Catalog concepts Principles related to Service Catalog Technology for Service Catalog Planning the creation of a Service Catalog Reporting requirements Building a Service Catalog business case PREREQUISITE ITIL Foundation Certification CERTIFICATION ITIL Service Catalog Credits toward ITIL Expert in IT Service Management November Dallas, TX December San Jose, CA January Chicago, IL January New York, NY January Arlington, VA February Raleigh, NC March Dallas, TX visit 3 days/21 PDUs $2,395 Global Knowledge is a member of leading industry groups and associations that award professional certification credits, enabling it to offer a unique blend of certification tracks, delivery method options and value-added resources to help you reach your certification goals. These seminars are recognized by industry leaders such as itsmf, IIBA and PMI. Global Knowledge is a member of leading industry groups and associations that award professional certification credits, enabling it to offer a unique blend of certification tracks, delivery method options and value-added resources to help you reach your certification goals. These seminars are recognized by industry leaders such as itsmf, IIBA and PMI. 19

20 ITIL TRAINING Maintain Your ITIL v3 Managing Across the Lifecycle SEMINAR #72779 Learn the best practices for ITIL Managing Across the Lifecycle. This is the final module of the Service Lifecycle and/or Service Capability Intermediate seminars that lead to the ITIL expert. In this seminar, you ll be immersed in the contents of the ITIL v3 publications. You ll focus on business, management, and supervisory objectives, purposes, processes, functions, and activities, and you will examine the interfaces and interactions between the processes covered in the Service Lifecycle. Introduction to IT Service Management business and managerial issues Managing the planning and implementation of IT Service Management Management of strategic change Risk management Organizational challenges Service assessment Complementary industry guidance PREREQUISITE At least 17 ITIL v3 credits (required) 74 seminars offer you PDUs now including additional courses in Project Management Management Leadership Communication ITIL and Business Analysis and more. Call or visit November Dallas, TX December San Jose, CA December Arlington, VA Jan. 30-Feb New York, NY February Chicago, IL February Dallas, TX Feb. 27-Mar Morristown, NJ March Arlington, VA March Raleigh, NC March Atlanta, GA visit 5 days/30 PDUs $3,295 LIVE ONLINE Mon.-Fri pm ET Oct. 31-Nov. 7, 2011 December 12-19, PDUs/$2,595 Eight 5-hour Lessons Mar. 26-Apr. 2, 2012 Global Knowledge is a member of leading industry groups and associations that award professional certification credits, enabling it to offer a unique blend of certification tracks, delivery method options and value-added resources to help you reach your certification goals. These seminars are recognized by industry leaders such as itsmf, IIBA and PMI. 20

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