it service management

Transcription

1 it service management A guide to training with Quanta Rise to the challenge and begin your ITSM journey

2 What is ITSM? Information Technology Service Management (ITSM) is the implementation and management of quality information technology services. It is a set of procedures and functions that align IT with business goals and ultimately deliver value. At Quanta we provide training, coaching and consultancy options for the most commonly used approaches to ITSM, the Information Technology Infrastructure Library (ITIL) and Control Objectives for Information and Related Technology (COBIT). ITIL ITIL is a collection of documents which are used to facilitate the lifecycle framework for IT service management. At Quanta we ITIL courses structure ITIL Master ITIL Expert offer three levels of ITIL qualifications to prepare you for all areas of the IT service framework. Managing Across the Lifecycle It s a customisable framework which aims to state how service management is applied within a particular department. We cover all levels of certified ITIL training, suitable for beginners all the way through to the most experienced IT professionals. SS SD ST SO CSI OSA PPO RCV SOA Lifecycle modules Capability modules ITIL Foundation for Service Management ITIL Foundation: This course focuses on ITIL best practices and aims to give a good grounding of key concepts and terminology within ITIL. ITIL Intermediate Levels: These are split into two streams, Lifecycle and Capability. Both streams include the different procedures which assess an individual s ability to analyse and apply the concepts of ITIL. ITIL Expert: Those who have the appropriate amount of credits from the intermediate levels can take the Managing Across the Lifecycle (MALC) course. This brings together the full essence of a lifecycle approach to service management. Exam results in record time Delegates that attend any of the Certified ITIL courses will sit a PEOPLECERT accredited exam. Get your grade within four working days of taking your exam. Facilitate with online learning Quanta Learn is our new online portal which provides you with extra resources to support you through your studies and beyond, it is available with all ITIL foundation courses. COBIT 5 Control Objectives for Information and Related Technology, otherwise known as COBIT, is the supporting toolset that enables IT managers to bridge the gap between control requirements, technical issues and business risk. We currently run COBIT Foundation level which provides a great grounding for those looking to learn the fundamentals of managing and controlling information using COBIT. COBIT 5 This course is the starting point for anybody looking to use COBIT to manage and control information within their organisation. It covers all the core principles needed to understand what COBIT is all about and prepares delegates for the COBIT Foundation exam. Got a question or wish to discuss these courses in more detail? - Call

3 Bespoke ITSM training Tailored Create your perfect training day/s to put you on the right IT and services management path. Generating your perfect course allows you to focus on your core priority areas. You can choose to condense your training into fewer days to increase learning intensity and limit the number of hours away from the office. For example, you can combine and set a series of days based on individual modules for ITIL, for example: Incident & Problem Portfolio Management & Service Catalogue Incident, Problem & Change Whatever you re looking for, we re sure that we ll be able to tailor the right ITSM course for you. ITIL Coaching Academy Want to be an ITIL genius without the stress of exams? With Quanta s Coaching Academy individuals and organisations can get everything that s needed to know to understand and implement ITIL processes. So, how does it work? ITIL Coaching Academy takes it back to the drawing board; you do the talking, our ITIL experts will assist you in identifying the challenges and we ll work with you to find the solution. We will then continue to act as an ITIL mentor and safety net throughout ITIL adoption or as long as we are needed. The ITIL trainer at Quanta was by far the best trainer I have ever had in my 17 professional years! Highly personable, clear, engaging, articulate and interesting and knowledgeable. Sophie Lale, Oxford University Press. Our ITSM trainers and facilitators Adam White-Bower Adam has over 15 years experience in IT, training and consultation. He specialises in IT service management, knowing all things COBIT and ITIL. Adam always endeavours to put an innovative and engaging spin on his teaching. Stephen Morton Stephen has 20 years experience in the IT industry. A member of the Institute of IT Training and British Computer Society with a degree in business computing systems, Stephen has a solid foundation upon which his ITIL Expert qualification sits. Dave Smith Dave specialises in IT systems and technical IT training, specifically Unix, Linux and many web development technologies and has a number of years experience. Dave is a member of the Institute of IT Trainers and another ITIL expert within our ITIL training team. Andy Dunn Andy has 20 years experience in the IT industry, three of which he has spent at Quanta as a trainer, specialising in various disciplines including ITIL. Andy is particularly knowledgeable in service operations and service offerings and agreements, as well as having an ITIL Foundation qualification. Got a question or wish to discuss these courses in more detail? - Call

4 Put it into practice with a ThirdBrain TM ITSM simulation ThirdBrain TM steers away from traditional training methods and instead puts delegates into a situational based learning environment. thirdbrain tm ITSM simulations Apollo 13 Houston we have a problem! Benefits of ThirdBrain training Compresses time for fast learning Magnifies and explores actual working behaviour Increases retention of knowledge Identifies and deals with issues without conflict Strengthens the feedback loop via emotional connections with experiences Highlights hidden issues without conflict Relaxes people to talk and reflect upon themselves without the feeling of being attacked or judged 87 hours from home. Your spacecraft is slowly dying! You have a serious problem, unless you and ground support staff start working as a team to solve it, people will die. But remember, time is running out. And fast. Operation Aftermath Can you rise to the challenge? Could you take on the running of a disaster relief effort in the wake of the worst storms and flooding seen in Ocean City s history!? Apollo 13 is engaging and innovative with a serious message and a genuine learning curve and should be seriously considered by anyone wanting to improve awareness and understanding of ITIL in their organisation. The simulation covers all the key ITIL processes, making a relatively dry subject very interesting and enjoyable. It illustrates the need for good team working and communication. Paul Melling, Crown Agents Purchasing solutions We offer a number of options for purchasing your training, each designed to give you the best solution for your circumstances. That s why we have a number of different training options to choose from: Training Days Private Training Training Days are essentially credits that can be purchased and used to book courses over a period of 12 months. Suitable for those who need 11 or more training days. Wide range of choice; Training Day credits can be used across our entire portfolio Save money; make a saving of up to 20% No hidden costs; there s nothing else to pay, apart from any exam fees Plan ahead and save time; have a secure training development plan in place Keep in control; manage your training online, check balances, view training records, course availability and much more, 24/7 For those who have a number people to train and are able to release them for training at the same time then any of our courses can be run as an on-site or private course. Save lots of money; there s no need to pay for travel or subsistence if our trainers come to you Delivery costs kept down; sometimes by 60% Consistent learning experience; ensures all delegates are keeping up with the learning and remain at the same level throughout Ability to customise the course content we can tailor a course to your specific needs Understand the power of working together; inspires employees to pull together Get in touch If you have any questions about ITSM courses at Quanta, please get in touch with our team who will be happy to discuss your requirements. Call or enquiries@quanta.co.uk.

5 Who we ve worked with English Heritage needed a quick, yet engaging solution that focused on the process of Service Level Management and the creation of Service Level Agreements. Off the shelf products would have wasted time and money, whereas a tailored ITIL course meant all the necessary content was condensed into a one day workshop which increased learning intensity and limited the number of hours English Heritage were away from the office. With Quanta s help, English Heritage has confidently moved forward and now understands the importance of maintaining and improving on service quality. Oxford Brookes were looking to explore the best ways to move forward with Change Management. With a process exercise already in transition, the University were in need of advice and guidance on what a workable Change Process should look like and what challenges would arise in adopting this. ITIL Tailored s flexibility gave Oxford Brookes the option to split the learning objectives over two days, ensuring the appropriate topics were covered and providing an opportunity to evaluate what was learnt. Since their session, the University has now successfully applied Change Management and an agreed change process has been enabled. English Heritage needed a quick, yet engaging solution that focused on the process of Service Level Management and the creation of Service Level Agreements. Off the shelf products would have wasted time and money, whereas a tailored ITIL course meant all the necessary content was condensed into a one day workshop which increased learning intensity and limited the number of hours English Heritage were away from the office. With Quanta s help, English Heritage has confidently moved forward and now understands the importance of maintaining and improving on service quality. Oxford Brookes were looking to explore the best ways to move forward with Change Management. With a process exercise already in transition, the University were in need of advice and guidance on what a workable Change Process should look like and what challenges would arise in adopting this. ITIL Tailored s flexibility gave Oxford Brookes the option to split the learning objectives over two days, ensuring the appropriate topics were covered and providing an opportunity to evaluate what was learnt. Since their training session, the University has now successfully applied Change Management and an agreed change process has been enabled. Got a question or wish to discuss these courses in more detail? - Call

6 Training received: ThirdBrain TM Apollo 13 Capita IT had to successfully adopt ITIL, they had no choice. It was vital to have a solution that would be effective and engaging to the varied and apprehensive audience. Attending Apollo 13 ensured that all delegates got involved, interacted, shared ideas and communicated effectively. The ThirdBrain TM simulation provided quick results and rapidly developed individuals. Unlike other ITIL training solutions, Apollo 13 made it possible for delegates to attend at all levels of IT Service Management. Capita IT has successfully adopted ITIL; Apollo 13 has enthused and motivated people to get on-board with the changes. Training received: ITIL Coaching Academy The University of Birmingham needed a straightforward, hassle-free way to provide a broad understanding of the ITIL lifecycle and how they could implement it within the university structure. The ITIL Coaching Academy gave them the flexibility needed to identify only the areas where input was required, eliminating the constraints of multiple events and exam syllabuses. It allowed for all the necessary learning objectives to fit into a series of workshops. The ITIL Coaching Academy prepared them to successfully move forward with ITIL.

7 Quanta Training Ltd the Moors, Worcester, WR1 3EE T F enquiries@quanta.co.uk Quanta promise The moment you speak to our friendly account team, get a warm welcome at Quanta HQ or meet a terrific trainer, we hope you ll witness that we re passionate about everything we do. We re dedicated to going above and beyond your expectations; from toast when you arrive to flexible training options. There are three parts to the Quanta promise: excellence With excellent trainers, outstanding pass rates and industry- recognised qualifications, we deliver exceptional customer service to give you first-rate training. Partnership Trust us to tailor and deliver courses that exceed your requirements. We re here to help you get the best return on your training investment and support you throughout your learning journey. innovation Our enthusiastic staff live and breathe their subjects. We make our training as engaging as possible so that what you learn has a lasting impression. ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries V 3.0