Service Management including ITIL® by ygh20234


									   Service Management including ITIL®

                                Core Skills                           Methods & Frameworks                       Behaviours & Personal Skills

                                  Covered most effectively through workplace coaching and mentoring -
       INNOVATOR                  Parity can be a catalyst to learning via active workshops facilitated/led by Senior Consultants.

                   • Building Business Agility                 • ITIL® v3: Manager’s Bridging               • Executive Diploma in Management
                     Through ITSM                                                                           • High Performance Leadership
                   • Building Business Resilience                                                             & Teambuilding
                     Through ITSM                                                                           • Leading Cultural Change

                   • Business Growth Through Service                                                        • Leadership Skills Programme
                   • Managing ITSM Skills
                   • ITSM and the Board Agenda
                   • Developing a Service Strategy
                   • ISO/IEC 20,000 Readiness

                   Our core skills courses lie at the          • ISO/IEC 20,000 for Auditors                • ISEB Certificate in Business
                   heart of IT Service Management              • ISO/IEC 20,000 for Consultants               Management
                   best practice and can be delivered          • ITIL® v3: Service Operations               • How to Create and Deliver High
                   at Foundation or Practitioner level         • ITIL® v3: Service Transition                 - Impact Presentations
                   to suit the specific requirements
                                                               • ITIL® v3: Operational Support              • Successful Interviewing Strategies
                   of your organisation.
                                                                 & Analysis                                 • Customer Service Skills
                   • ISEB Managers Certificate in IT           • ITIL® v3: Release,                         • Understand and Build your
                     Service Management Examinations             Control & Validation                         Emotional Intelligence
                   • Applications Management                   • ITIL® v3: Service Offerings                • Negotiation Skills
                   • Change Management Practitioner              & Agreements                               • Managing Performance
                   • Configuration Management                  • ISEB ITIL® Infrastructure                    - One Day Workshop
                     Practitioner                                Management Certificate                     • Managing Your Time Efficiently

                   • IT Service Continuity Management                                                       • Managing Suppliers Workshop
                     Practitioner                                                                           • Managing Conflict
                   • Problem Management Practitioner                                                        • Managing Stress Safely
                   • Service Desk and Incident                                                              • Personal Branding
                     Management                                                                             • Coaching Your Staff…
                   • Service Level Management                                                                 Influence Not Authority
                   • IT Service Delivery                                                                    • Effective Meetings
                   • IT Service Support                                                                     • The Chartered Management
                   • Supplier management                                                                      Institute Certificate in Team Leading
                                                                                                            • Managing and Leading Change
                                                                                                            • Managing Organisational Conflict
                                                                                                            • Managing Performance Effectively
                                                                                                            • ISEB Certificate in IS
                                                                                                              Consultancy Practice
                                                                                                            • High Impact Experiential Learning
                                                                                                            • Personal Effectiveness
                                                                                                            • Inspirational Leadership
                                                                                                            • Influencing Skills
                                                                                                            • Stakeholder Communication

                                                               • ITIL® v3: Service                          • Customer Retention;
                                                                 Management Foundation                        Turning Customer Complaints
                                                               • ITIL® Foundation Certificate Upgrade         into Opportunities
                                                                 in IT Service                              • Customer Service Skills for
                                                                 Management (v2 - V3)                         the Help Desk
                                                               • Service Management Essentials
                                                                 (ITIL® V2)

                   Any of our courses can be delivered         • ITIL® v3: Service Management                • Customer Service Workshop
                   as a shorter, business overview level         Overview

                   delivery that covers essential concepts,
                   terminology and processes e.g.

                   • Service Management Essentials
                   • Supplier Management Workshop
                   • Problem Management Essentials
                   • Managing Services within
                     an ITIL Framework

North & Scotland 0800 656 100                    South 0845 873 0708                                        Visit us at

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