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                      SERVICE CATALOGUE




                                                       June 2009




                                                www.thegreymatters.com

The Grey Matters Education Ltd, Orpington House, The Phygtle, Chalfont St Peter, Buckinghamshire SL9 0JT

VAT No: 646 0730 45                                                                      Company Registration Number: 04930266
     Education                Publications                   Recruitment                    Consultancy                    Assessments


                                                        Table of Contents
1      THE PURPOSE OF THIS SERVICE CATALOGUE...........................................................................5 
2      INTRODUCTION TO THE GREY MATTERS EDUCATION LTD.................................................5 
3      INTRODUCTION TO ITIL ...................................................................................................................5 
4      ITIL® OVERVIEWS............................................................................................................................10 
       4.1       ITIL® Version 3 Overview ........................................................................................................10 
       4.2       ITIL® Version 2 Overview ........................................................................................................10 
       4.3       A Senior Business Executive View of Service Management .................................................11 
5      ITIL® VERSION 3 COURSES ..........................................................................................................12 
       5.1       ITIL® Version 3 Overview ........................................................................................................12 
       5.2       ITIL® Version 3 Foundation Course .......................................................................................12 
       5.3       ITIL® Version 2 to Version 3 Foundation Bridging Course .................................................13 
       5.4       ITIL® Version 2 to Version 3 Managers Bridging Course....................................................14 
6      INTERMEDIATE STREAM.................................................................................................................15 
6.1       SERVICE LIFECYCLE MODULES ................................................................................................16 
       6.1.1.        Service Strategy ....................................................................................................................16 
       6.1.2.       Service Design ........................................................................................................................17 
       6.1.3.       Service Transition ...................................................................................................................17 
       6.1.4.       Service Operation ...................................................................................................................18 
       6.1.5.        Continual Service Improvement .........................................................................................18 
       6.1.6         Managing Across the Lifecycle ............................................................................................19 
6.2       SERVICE CAPABILITY MODULES .............................................................................................20 
       6.2.1.        Operational Support & Analysis ..........................................................................................20 
       6.2.2.        Planning, Protection and Optimisation...............................................................................21 
       6.2.3.        Release, Control & Validation ..............................................................................................21 
       6.2.4.        Service Offerings and Agreements .....................................................................................22 
7      ITIL® VERSION 2 COURSES ..........................................................................................................23 
       7.1       ITIL® Version 2 Overview ........................................................................................................23 
       7.2       ITIL® V2 Foundation Course ...................................................................................................23 
       7.3       ITIL® V2 Manager’s Certificate ...............................................................................................24 
       7.4       ITIL® V2 Manager’s Certificate Course – Part 1 Service Support......................................25 
       7.5       ITIL® V2 Manager’s Certificate Course – Part 2 Service Delivery .....................................26 
       7.6       ITIL® V2 Manager’s Certificate Course – Part 3 Revision Day ...........................................26 
       7.7       ITIL® V2 – Making it Happen Workshop for Service Support ............................................27 
       7.8       ITIL® V2 – Making it Happen Workshop for Service Delivery ...........................................28 




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8     ITIL® PRACTITIONER COURSES .................................................................................................29
      8.1        Change Management .................................................................................................................29 
      8.2        Problem Management................................................................................................................30 
      8.3        Configuration Management ......................................................................................................30 
      8.4        Service Desk & Incident Management ....................................................................................31 
      8.5        Service Level Management .......................................................................................................32 
      8.6        Release and Control ...................................................................................................................33 
9     OTHER ITIL® COURSES ..................................................................................................................34 
      9.1        Service Support Desk – Skills and Techniques ......................................................................35 
      9.2        Service Desk Management Awareness ...................................................................................35 
      9.3        Major Incident Management Awareness ................................................................................35 
      9.4        Implementing Change Management – The ITIL® Model ....................................................36 
      9.5        Implementing Service Level Agreements ...............................................................................37 
      9.6        Target Operating Models Awareness ......................................................................................37 
      9.7        Service Integration Operating Model Awareness ..................................................................37 
      9.8        Problem Management Principles ..............................................................................................38 
      9.9        Problem Solving & Decision Making Skills ..............................................................................38 
      9.10       Problem Solving, Decision Making & Major Incident Management Skills ..........................38 
10       OTHER METHODOLOGIES ...........................................................................................................39 
      10.1  ISO/IEC 20000 Foundation .......................................................................................................40 
      10.2  ISO/IEC 20000 for Consultants ................................................................................................41 
      10.3  ISO/IEC 20000 Auditors ............................................................................................................41 
      10.4  Six Sigma Green Belt Workshop ..............................................................................................42 
      10.5  Lean Six Sigma Green Belt Course ..........................................................................................42 
      10.6  Six Sigma Black Belt...................................................................................................................43 
      10.7  PRINCE2® Management Briefing ............................................................................................44 
      10.8  PRINCE2® Overview .................................................................................................................45 
      10.9  PRINCE2® Entry Level Foundation .........................................................................................46 
      10.10  PRINCE2 Foundation Plus – 2005 version ..........................................................................47 
      10.11  PRINCE2® Foundation Plus – 2009 Version ......................................................................48 
      10.12  PRINCE2® Practitioner – 2005 Version ..............................................................................49 
      10.13  PRINCE2® Practitioner – 2009 Version ..............................................................................50 
      10.14  PRINCE2® Foundation to Practitioner ................................................................................51 
      10.15  PRINCE2® Re-registration ...................................................................................................52 
11       MANAGEMENT SKILLS DEVELOPMENT ..................................................................................53 
      11.1       Effective Management Skills .....................................................................................................54 
      11.2       Recruiting – Building the Right Team .....................................................................................55 
      11.3       Activity Planning .........................................................................................................................55 
      11.4       Development Appraisals ............................................................................................................56 
      11.5       IT Cost Recovery – Building Policy ..........................................................................................56 
      11.6       Customer Perception Management Scorecards .....................................................................57 
      11.7       Business Performance Management Scorecards ...................................................................58 

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12      SOFT SKILLS FOR IT PROFESSIONALS ..................................................................................59
      12.1    Being Assertive Under Pressure ...............................................................................................60 
      12.2    Problem Solving – Techniques and Practice ..........................................................................60 
      12.3    Winning Words for IT Professionals ........................................................................................61 
      12.4    Presentation Skills for IT Professionals ...................................................................................62 
13      ASSESSMENTS.................................................................................................................................63 
14      RECRUITMENT ................................................................................................................................64 




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1    The Purpose of this Service Catalogue

This Service Catalogue has been compiled to provide an insight for our customers and prospective customers about
the wide range of services that are available from The Grey Matters Education.

You will find among these pages Service Descriptions with pricing for our training, courses and workshops that cover
three key areas where we have a proven track record as subject matter experts:

    •    ITIL Service Management framework for best practice processes
    •    Other professional structured methodologies for IT and business management
    •    Management development skills

In addition, we provide Consultancy, Assessments and Recruitment services for IT roles.

This Service Catalogue is also supported by our website www.thegreymatters.com and between them we hope you
will find services that are both relevant and necessary for your business.

If you have any queries or would like to discuss how any of our services can assist your business, please contact us at:

Email: info@thegreymatters.com
Telephone: 01494 876 502


2        Introduction to The Grey Matters Education Ltd

Since our foundation in 1996 we have developed our business as a provider of comprehensive IT Service Management
                                                                           1
(ITSM) Services based on The Office of Government Commerce (OGCs) ITIL® to a wide range of UK and international
companies. We have chosen to focus on the niche area of ITSM so that our in-depth knowledge and understanding
ensure that we provide a high quality service.

We also offer added value through the provision of integrated service and support products to companies who are
committed to Service Management or are planning to adopt best practice in their own organisation. The five areas we
cover are as follows:

    a)   Education
    b)   Recruitment
    c)   Consultancy
    d)   Publications
    e)   Assessments

3        Introduction to ITIL

ITIL (IT Infrastructure Library) is the only consistent and comprehensive documentation of best practice for IT Service
Management. Used by many hundreds of organisations around the world, a whole ITIL philosophy has grown up
around the guidance contained within the ITIL books and the supporting professional qualification scheme.

ITIL® consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation
and environmental facilities needed to support IT. ITIL® has been developed in recognition of organisations' growing
dependency on IT and embodies best practices for IT Service Management.

1
  ITIL is a registered trademark and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S.
Patent and Trademark Office. The Swirl logo™ is a Trade Mark of the Office of Government Commerce.



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1.1   Version 1
      The ITIL® concept emerged in the 1980’s, when the British Government determined that the level of IT service
      quality provided to them was not sufficient. The Central Computer and Telecommunications Agency (CCTA),
      now called the Office of Government Commerce (OGC), was tasked with developing a framework for efficient
      and financially responsible use of IT resources within the British Government and the private sector. Version 1
      (V1) was published in 1989 in ten books.

      Large companies and Government Agencies in Europe adopted the framework very quickly and ITIL®
      established itself as the international guidance for best practice delivery of IT services. The framework provides
      the structure for management control to be gained through a process-driven approach regardless of the size of
      the IT department.

1.2   Version 2
      In 2000, The CCTA merged into the OGC, Office for Government Commerce. In 2001 version 2 (V2) was
      released in two main books; Service Support contained the five operational processes and the five tactical
      processes in the Service Delivery volume.

1.3   Version 3
      In 2007 version 3 (V3) was released in five books with substantial reworking and new material and covering a
      lifecycle approach to Service Management with greater emphasis on IT business integration. The five books are
      titled Service Strategy, Service Design, Service Transition, Service Operation and Continual Service
      Improvement.

1.4   ITIL V2 and V3 Courses
      V2 courses are still in demand and available. They will be phased out over a period of time that is yet to be
      confirmed by the OGC and the examination boards.

      The majority of V3 courses are currently available there are a few still to released as at 1st January 2009.

1.5   ITIL Qualifications
      The new ITIL® Version 3 Qualification Scheme has been designed to use a system that enables an individual to
      gain credits (points) for each exam they take including any past version 1 and 2 qualifications they have
      achieved.

      Once candidates have accumulated 22 credits they can be awarded the ITIL® Expert in IT Service Management.
      There is also a higher level diploma being developed.

      The new Version 3 scheme has four levels:

      a)   Foundation Level
      b)   Intermediate Level (Lifecycle Stream & Capability Stream)
      c)   ITIL® Expert
      d)   Advanced Service Management Professional Diploma.

1.6   Foundation Level
      The Foundation Level focuses on knowledge and comprehension to provide a good grounding in the key
      concept, terminology and processes of ITIL. This is a pre-requisite for all higher level courses.

1.7    Intermediate Level Qualifications
      There are two streams in the intermediate level. Both assess an individual’s comprehension and application of
      the concepts of ITIL. Candidates are able to take units from either of the intermediate streams, which give
      them credits towards the Expert level.




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            • Intermediate Lifecycle Stream – five individual certificates built around the five core OGC books:
            Service Strategy, Service Design, Service Transition, Service Operation and Continual Service
            Improvement
            • Intermediate Capability Stream – four individual certificates loosely based on the current V2
            offerings but broader in scope in line with the updated V3 content.

1.8    ITIL Expert
      To achieve the ITIL® Expert in IT Service Management, candidates must successfully complete, in addition to
      the Foundation Level, a number of Intermediate Units and the Managing Through The Lifecycle capstone
      course. This course brings together the full essence of a Lifecycle approach to Service Management, and
      consolidates the knowledge gained across the qualification scheme.

1.9   Advanced Service Management Professional
      This level of the qualification will assess an individual’s ability to apply and analyse the ITIL concepts in new
      areas. This higher level Diploma is currently under development.

1.10 ITIL Credits Scheme Explained
     The following tables and diagram explain the scheme of ‘credits’ that are awarded for ach level of qualification
     achieved at ITIL versions 1, 2 or 3. Credits are accumulated to reach Expert Level or the highest Advanced
     Level.

Version 3 Credits
The Version 3 credits are assigned as follows:

       V3 ITIL® Foundation Certificate in IT Service Management                     2 credits
       V3 ITIL® Service Lifecycle Stream modules: Service Strategy, Service         3 credits each
       Design, Service Transition, Service Operation, Continual Service
       Improvement
       V3 ITIL® Service Capability Stream modules: Planning, Protection &           4 credits each
       Optimization, Service Offerings & Agreements, Release, Control &
       Validation, Operational Support & Analysis
       V3 Managing Across the Lifecycle:                                            5 credits
Versions 1 & 2 Credits
Existing certifications at Foundation, Practitioner and Service Manager remain valid under the new scheme. They have
a credit score as follows:

         V2 ITIL® Foundation                                                        1.5 credits
         V2 ITIL Practitioner Clusters (such as Service Desk and Incident           3.5 credits
         Management)
         V2 Practitioner Singles (such as Service Level Management and              2 credits
         Capacity Management)
         V1 & V2 ITIL® Service Manager Certifications                               17 credits




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Version 2 to 3 Foundation Bridging Certification Credits
Candidates who would like to update their qualifications in line with the new V3 scheme can do so via bridging
certifications. There is a mandatory accredited course attendance for this examination.

         V2 to V3 ITIL® Foundation Bridge                                       0.5 credits
         V2 to V3 ITIL® Manager’s Bridge                                        5 credits

1.10.1 Version 2 Practitioner and Manager’s Bridging Certification

        Holders of 12 credits or more from the V2 Practitioner scheme are eligible to take the V3 Managers Bridge
        course and examination before attending a V3 Managing Across the Lifecycle course and exam to gain ITIL®
        Expert Certification.

        Candidates with less than 12 credits can complete a balanced selection of V3 Service Capability or Service
        Lifecycle modules and Managing across the Lifecycle and pass the relevant exams to attain 17 or more credits.

        Service Manager V1 or V2 Service Managers can gain the V3 ITIL® Expert Certification by attending a V3
        Managers Bridge Course and passing the exam.

        Higher level Certifications
        Once candidates achieve 22 credits via any route, they will be granted the ITIL® Service Management Expert
        Certification. There is no examination at this level.

        Advanced Level
        At present the Advanced Level certification is still in development.

        The following diagram shows the Qualification and Credit Scheme as published by the AMP Group.




Figure 1 – ITIL® Qualification Credit Structure


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Overviews, Courses and Workshops

                                                        The Grey Matters Education specialises in ‘switching on light
                                                        bulbs’ in the minds of our delegates; they leave our courses
                                                        and workshops with new ideas, greater understanding and
                                                        feeling equipped to tackle their role more effectively.

                                                        This section explains the range of overviews, courses and
                                                        workshops that we provide.

                                                        Our trainers/lecturers are qualified, professional, experienced
                                                        people who have the ability to provide understanding and
                                                        they see it as their objective to assist their delegates with
                                                        learning as much a possible.

                                                         For all our courses and workshops our trainers use visual
                                                         aids, ITIL® and other books as appropriate to the subject and
                                                         class-room exercises, all of which aim to fit with different
                                                         learning styles. For those courses concluding with an
examination, practice papers are provided for delegates to feel as prepared as possible to sit the exam.

Delegates will leave their overviews, courses and workshops with a binder of supporting information.

At The Grey Matters, we have an excellent track record of exam pass rates for our delegates, achieving an above the
national average percentage pass rate across our range of exam-based courses.




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4         ITIL® Overviews

Attending an Overview is an excellent way for newcomers to gain an insight into the top-level objectives of each of the
main subjects in ITIL® V2 or V3. The Overview will be intensive and informative.

4.1       ITIL® Version 3 Overview

Course Description
This intensive instructor-led overview is aimed at all levels of IT professionals, customers and users involved in the
provision or receipt of IT services. The aim is to provide a useful introduction to the structure and content of 26
processes contained in the five ITIL® Version 3 books as follows:

      •   Service Strategy
      •   Service Design
      •   Service Transition
      •   Service Operation
      •   Continual Service Improvement

It will also help to understand the main differences between earlier ITIL® versions.
This Overview is not designed to be a conversion course from ITIL® Version 2 to ITIL®Version 3 and does not
include an exam nor will it lead to the Foundation Certificate in Version 3.
Duration: 1 day                               Price: £250 per delegate for public courses.
                                              For on-site courses please contact us for a quick quote.

4.2       ITIL® Version 2 Overview

Course Description
This intensive instructor-led day introduces the need for Service Management, its components and the benefits that
can accrue from its implementation. This will enable an understanding of the impact Service Management can make
on customer satisfaction and on the return on IT investment. The day consists of structured briefings, discussions
and time permitting, exercises. This Overview does not include an exam nor will it lead to the Foundation
Certificate.
Topics Include:
      •   Introduction to Service Management with the value from IT for business
      •   ITIL® origin, objective, scope and customer/business focus
      •   The 11 ITIL® disciplines, including Implementing ITIL®, benefits and problems with hints for successful
          implementation of Service Management
      •   Service Desk                            •   Service Level Management
      •   Incident Management                     •   Financial Management for IT services
      •   Problem Management                      •   Availability Management
      •   Configuration Management                •   Capacity Management
      •   Change Management                       •   IT Service Continuity Management
      •   Release Management
Duration: 1 day                               Price: £250 per delegate for public courses.
                                              For on-site courses please contact us for a quick quote




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4.3       A Senior Business Executive View of Service Management

Course Description
Specifically for Senior Business Executives, this Overview is aimed at presenting Service Management from the
business view – looking towards IT/IS. It is an essential starting point for any Service Management project - if the
project is not owned and driven from the top then progress will be slow or impossible.


Topics include:
      •   Underpinning business success
      •   The effect of strategic planning on IT services
      •   The Business Impact Analysis
      •   The relevance of IT services - understanding availability and reliability
      •   The Service Level Agreement – building service improvement
      •   Business Continuity – opportunity cost or investment?
      •   The support teams
      •   The change process – justifying changes
      •   Cost management and recovery – the business case
      •   Launching a Service Management project – the business case


Duration: 1 day                                 Price: Please contact us for a quick quote.




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5         ITIL® Version 3 Courses

5.1       ITIL® Version 3 Overview

Course Description
This intensive instructor-led overview is aimed at all levels of IT professionals, customers and users involved in the
provision or receipt of IT services.

The aim is to provide a useful introduction to the structure and content of the five ITIL® Version 3 books as follows:

      •   Service Strategy
      •   Service Design
      •   Service Transition
      •   Service Operation
      •   Continual Service Improvement

It will also help to understand the main differences between earlier ITIL® versions.
This Overview is not designed to be a conversion course from ITIL® Version 2 to ITIL® Version 3 and does not
include an exam nor will it lead to the Foundation Certificate in Version 3.
Duration: 1 day                              Price: £250 per delegate for public courses.
                                             For on-site courses please contact us for a quick quote.

5.2       ITIL® Version 3 Foundation Course

Course Description
This course provides comprehensive first-level training for anyone interested in the provision, support and delivery
of IT services together with an industry-recognised qualification

The aim of the course will provide an introduction to the topics in ITIL® Version 3 as follows:

      •   Service Strategy
      •   Service Design
      •   Service Transition
      •   Service Operation
      •   Continual Service Improvement

It finishes with an optional one-hour multiple-choice examination for the V3 Foundation Certificate in IT Service
Management which is a pre-requisite for the further training in ITIL® Version 3 that leads to the ITIL® Expert
qualification in IT Service Management.


Duration: 3 days                             Price: £795 per delegate for public courses.
                                             For on-site courses please contact us for a quick quote




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5.3       ITIL® Version 2 to Version 3 Foundation Bridging Course

Course Description
The ITIL® V3 Foundation Bridging Course gives candidates who hold a V2 Foundation Certificate a fast track route to
a V3 Foundation certificate. This one-day course is designed to help those delegates to progress through the new
ITIL® V3 structure and exam.

The aim of the course will be to give you an overview of the new topics in ITIL® Version 3 as follows:

      •   Service Strategy
      •   Service Design
      •   Service Transition
      •   Service Operation
      •   Continual Service Improvement

It will also help you to understand the main differences between earlier ITIL® versions and to achieve the ITIL®
Foundation Bridging Certificate in IT Service Management.


Duration: 1 Day                             Price: £295 per delegate for public courses.
                                            For on-site courses please contact us for a quick quote




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5.4    ITIL® Version 2 to Version 3 Managers Bridging Course

Course Description
This course is for individuals to update their V1 or V2 ITIL® Manager’s Certificate (red badge) to the new V3 Expert
qualification. It provides knowledge of the current ’Best Practice‘ concepts and terminology in ITSM giving an up-
to-date approach enabling your organisation to increase productivity, save costs and improve customer service.
Introduction
    •   ITIL® background and the reasons for the ITIL® refresh
    •   The new structure of ITIL® (core, complementary and web based material)
    •   Benefits of automation with technology and architecture
Service Management and Service Lifecycle
    •   The concept of a Service and of Service Management
    •   Objectives of the Service Lifecycle and creating business value
Service Strategy
    •   Establishing an overall strategy for IT Services & ITSM
    •   Explaining how Service Assets are the basis for Services that create value
    •   Implementing the four main activities in the Service Strategy process
    •   New process and roles, Service Portfolio Management
Service Design
    •   Establishing solutions to meet requirements
    •   Defining the five major aspects of Service Design
    •   Looking at different Service Sourcing approaches and options
    •   New and changed processes and roles in Service Design
    •   Service Catalogue Management
    •   Information Security Management
    •   Supplier Management
Service Transition
    •   Managing the transition through the lifecycle
    •   The Service V model
    •   New and changed processes and roles in Service Transition
    •   Release and Deployment Management
Service Operation
    •   The day-to-day management of IT Services
    •   Managing conflicting balances in Service Operation
    •   New and changed processes and roles in Service Operation
    •   Event Management, Request Fulfilment and Access Management
    •   New and Changed Functions
    •   The Technical Management and The Application Management functions
    •   The IT Operations Management function (IT Operations Control and Facilities Management)
Continual Service Improvement
    •   Managing improvements to IT Services and ITSM Processes
    •   The Continual Service Improvement Model
    •   Establishing Baselines and metrics
    •   The ‘7 step’ improvement process
Candidates must currently hold a Managers Certificate in a previous version of ITIL®
Duration: 5 Days                            Price: £1,225 per delegate for public courses.
                                            For on-site courses please contact us for a quick quote




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6       Intermediate Stream

Examinations                                    Available dates

Service Lifecycle Modules:
Service Transition                              now – courseware accredited
Service Operation                               now - courseware accredited
Service Strategy                                to be advised
Service Design                                  now – courseware accredited
Continual Service Improvement                   to be advised

Service Capability Modules:
Service Offerings & Agreements                  1 August 2009
Operational Support & Analysis                  now – courseware accredited
Release, Control & Validation                   now – courseware accredited
Planning, Protection & Optimization             1 August 2009

Managing Across the Lifecycle                   1 September 2009




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6.1      Service Lifecycle Modules

 Service Strategy       Service Design               Service Transition           Service               Continual
                                                                                  Operation             Service
                                                                                                        Improvement
  • Demand              • Service Catalogue          • Transition Planning &      • Event               • Measurement
    Management            Management                   Support                      Management          • Reporting
  • Strategy            • Service Level              • Change Management          • Incident            • Improvement
    Management            Management                 • Service Asset &              Management
  • Portfolio           • Capacity Management          Configuration              • Request
    Management          • Availability Management      Management                   Management
  • IT Financial        • IT Service Continuity      • Release & Deployment       • Problem
    Management            Management                   Management                   Management
                        • Information Security       • Service Validation and     • Access
                          Management                   Testing                      Management
                        • Supplier Management        • Evaluation                 • Operation
                                                     • Knowledge                    Management
                                                       Management




6.1.1.          Service Strategy

Course Description
The course builds on the general principles covered as part of the ITIL® Foundation course. It covers the lifecycle
aspects of Service Strategy and covers the management and control of the activities and techniques within the
Service Strategy stage of the lifecycle but not the detail of each of the supporting processes (which are covered in
detail in the capability courses).
Additionally the course looks at the concept of Service Strategy as a practice and at the interfaces between Service
Strategy and the other stages of the ITIL Service Lifecycle.

Objectives
The purpose of the Service Strategy course is to obtain knowledge on ITIL concepts and terminology. The course
looks at activities that may be implemented to enhance the quality of IT service management within an organisation
and enables students to understand the concepts, processes, functions and activities involved in Service Strategy.

The course aims to look at strategic planning, execution and control within a service-based business model, to
enable an understanding of the concepts, processes, functions and activities involved in Service Strategy. It also
aims to describe strategic perspectives, plans, positions and patterns as applied to service management and IT.

Duration: 3 Days                            Price: £795 per delegate for public courses.
                                            For on-site courses please contact us for a quick quote




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6.1.2. Service Design

Course Description
The course builds on the general principles covered in the ITIL® Foundation course. It covers the lifecycle aspects
of Service Design and the management and control of the activities and techniques within the Service Design stage
of the lifecycle but not the detail of each of the supporting processes (which are covered in detail in the capability
courses).
The course also looks at the concept of Service Design as a practice and at the interfaces between Service Design
and the other stages of the ITIL Service Lifecycle.

Objectives
The purpose of the Service Design course is to obtain knowledge on ITIL concepts and terminology. The courses
looks at the activities required to Design services. It explains the 5 major elements of Service Design and how this
can enhance the quality of IT service management within an organisation. The course also aims to enable students
to understand the concepts, processes, functions and activities involved in Service Design
The course aims to explain the roles and justify the need of Service Design in the Service Lifecycle.

Duration: 3 Days                             Price: £795 per delegate for public courses.
                                             For on-site courses please contact us for a quick quote

6.1.3. Service Transition

Course Description
The course builds on the general principles covered in the ITIL® Foundation course. It covers the lifecycle aspects
of Service Transition and the management and control of the activities and techniques within the Service Transition
stage of the lifecycle but not the detail of each of the supporting processes (which are covered in detail in the
capability courses).

The course also looks at the concept of Service Transition as a practice and at the interfaces between Service
Transition and the other stages of the ITIL® Service Lifecycle.

Objectives

The purpose of the Service Transition course is to obtain knowledge on ITIL concepts and terminology. The courses
looks at activities that may be implemented to enhance the quality of IT service management within an organisation
and enables students to understand the concepts, processes, functions and activities involved in Service Transition.

The course aims to explain the roles and justify the need of Service Transition in the Service Lifecycle.

6Duration: 3 Days                            Price: £795 per delegate for public courses.
                                             For on-site courses please contact us for a quick quote




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6.1.4. Service Operation

Course Description
The course builds on the general principles covered in the ITIL® Foundation course. It covers the lifecycle aspects
of Service Operation and the management and control of the activities and techniques within the Service Operation
stage of the lifecycle; but not the detail of each of the supporting processes (which are covered in detail in the
capability courses).
The course also looks at the concept of Service Operation as a practice and at the interfaces between Service
Operation and the other stages of the ITIL® Service Lifecycle.

Objectives
The purpose of the Service Operation course is to obtain knowledge on ITIL concepts and terminology. The course
also examines organizational issues including functions, groups and teams, department operational health process
structures that will enable role focused capability and competency in support of the Service Lifecycle approach as
described in ITIL.

Duration: 3 Days                           Price: £795 per delegate for public courses.
                                           For on-site courses please contact us for a quick quote

6.1.5.          Continual Service Improvement

Course Description
The course builds on the general principles covered in the ITIL® Foundation course. It covers the lifecycle aspects
of Continual Service Improvement (CSI) and the management and control of the activities and techniques within the
CSI stage. The course also looks at the concept of CSI as a practice and at the interfaces between CSI and the other
stages of the ITIL Service Lifecycle.

Objectives

    1. To obtain knowledge on ITIL concepts and terminology and enable delegates to understand the processes,
       functions and activities involved in CSI.
    2. To give a detailed management/business level understanding of the ITIL® CSI phase of the ITIL core
       lifecycle and how it may be implemented to enhance the quality of IT service provision within an
       organisation.
    3. To explain the roles and justify the need of CSI in the Service Lifecycle.
    4. To prepare delegates for the ITIL® Lifecycle examination in Continual Service Improvement (which takes
       place as part of the course).

Duration: 3 Days                           Price: £795 per delegate for public courses.
                                           For on-site courses please contact us for a quick quote




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6.1.6            Managing Across the Lifecycle

Course Description

This course brings together the full essence of a Lifecycle approach to service management, and consolidates the
knowledge gained across the qualification scheme.

The Managing Across the Lifecycle course is compulsory for those wishing to gain the ITIL® Expert qualification
and is worth 5 credits.

Objectives

This course will be your final step in achieving the ITIL Expert qualification.

Duration: 5 Days                              Price: £1225 per delegate for public courses.
                                              For on-site courses please contact us for a quick quote




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6.2       Service Capability Modules

 Operational                    Planning Protection             Release Control &            Service Offerings
 Support & Analysis             & Optimization                  Validation                   & Agreements

 • Event Management             •   Capacity Management         •   Change                    •   Service Portfolio
 • Incident Management          •   Availability Management     •   Release & Deployment          Management
 • Request Fulfillment          •   Continuity Management       •   Validation & Testing      •   Service Level
 • Problem Management           •   Security Management         •   Service Asset & Config        Management
 • Access Management            •   Demand Management           •   Knowledge                 •   Service Catalogue
 • Service Desk                 •   Risk Management             •   Request                   •   Demand Management
 • Technical Management                                         •   Service Evaluation        •   Supplier Management
 • IT Operations                                                                              •   Financial Management
   Management
 • Application
   Management




6.2.1.            Operational Support & Analysis

Course Description

The course builds on the general principles covered as part of the ITIL® Foundation course. This enables the
organisation to introduce Event Management, Incident Management, Request Fulfilment, Problem Management and
Access Management processes, the Service Desk, Technical Management, IT Operations Management and
Application Management functions as integral parts of its overall business-focussed Services Framework.

Objectives

      1. To obtain knowledge of ITIL terminology, process structure, roles, functions and activities that will enable
         role focused capability and competency in support of the Service Lifecycle approach as described in ITIL.
      2. To provide delegates with practical guidance on the design and implementation of integrated end-to-end
         processes based on proven industry best practice guidelines.
      3. To prepare delegates for the ITIL® Capability examination in Operational Support & Analysis.

Duration: 5 Days                              Price: £1225 per delegate for public courses.
                                              For on-site courses please contact us for a quick quote




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6.2.2.           Planning, Protection and Optimisation

Course Description
The course builds on the general principles covered as part of the ITIL® Foundation course. This enables the
organisation to introduce Capacity Management, Availability Management, ITSCM, Information Security
Management, Demand Management and Risk Management processes as an integral part of its overall business-
focussed Services Framework.

Objectives

1.     To obtain knowledge on ITIL terminology, process structure, roles, functions and activities that will enable role
       focused capability and competency in support of the Service Lifecycle approach as described in ITIL.

2.     The course provides delegates with practical guidance on the design and implementation of an integrated
       end-to-end processes based on proven industry best practice guidelines.

3.     The course prepares delegates for the ITIL® Capability examination in Planning, Protection & Optimisation.

Duration: 5 Days                             Price: £1225 per delegate for public courses.
                                             For on-site courses please contact us for a quick quote

6.2.3.           Release, Control & Validation

Course Description

The course builds on the general principles covered as part of the ITIL® Foundation course. This enables the
organisation to introduce Change Management, Release and Deployment Management, Service Validation and
Testing, Service Asset and Configuration Management, Request Fulfilment, Service Evaluation and Knowledge
Management as integral parts of its overall business-focussed Services Framework.

Objectives

     1. To obtain knowledge on ITIL terminology, process structure, roles, functions and activities that will enable
        role focused capability and competency in support of the Service Lifecycle approach as described in ITIL.
     2. To give practical understanding on the design and implementation of integrated end-to-end processes based
        on proven industry best practice guidelines.
     3. To prepare delegates for the ITIL® Capability examination in Release, Control & Validation.

Duration: 5 Days                             Price: £1225 per delegate for public courses.
                                             For on-site courses please contact us for a quick quote




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6.2.4.          Service Offerings and Agreements

Course Description

The course builds on the general principles covered as part of the ITIL® Foundation course. This enables the
organisation to introduce Service Portfolio Management, Service Catalogue Management, Service Level
Management, Demand Management, Supplier Management, Financial Management and Business Relationship
Management as integral parts of its overall business-focussed Services Framework.

Objectives

    1. To obtain knowledge on ITIL terminology, process structure, roles, functions and activities that will enable
       role focused capability and competency in support of the Service Lifecycle approach as described in ITIL.
    2. To provide delegates with practical understanding on the design and implementation of integrated end-to-
       end processes based on proven industry best practice guidelines.
    3. The course prepares delegates for the ITIL® Capability examination in Service Offerings & Agreement.

Duration: 5 Days                            Price: £1225 per delegate for public courses.
                                            For on-site courses please contact us for a quick quote




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7         ITIL® Version 2 Courses

7.1       ITIL® Version 2 Overview

Course Description
This intensive instructor-led day introduces the need for Service Management, its components and the benefits that
can accrue from its implementation. This will enable an understanding of the impact Service Management can make
on customer satisfaction and on the return on IT investment. The day consists of structured briefings, discussions
and time permitting, exercises. This Overview does not include an exam nor will it lead to the Foundation
Certificate.
Topics Include:
      •   Introduction to Service Management with the value from IT for business
      •   ITIL® origin, objective, scope and customer/business focus
      •   The 11 ITIL® disciplines, including Implementing ITIL®, benefits and problems with hints for successful
          implementation of Service Management
      •   Service Desk                            •   Service Level Management
      •   Incident Management                     •   Financial Management for IT services
      •   Problem Management                      •   Availability Management
      •   Configuration Management                •   Capacity Management
      •   Change Management                       •   IT Service Continuity Management
      •   Release Management

Duration: 1 day                               Price: £250 per delegate for public courses.
                                              For on-site courses please contact us for a quick quote

7.2       ITIL® V2 Foundation Course

Course Description
An intensive course for professionals involved in the delivery of business-focused IT services. It is aimed at all
personnel who wish to become familiar with ITIL® Best Practice for IT Service Management. Participants have the
opportunity to gain a recognised entry-level professional qualification in IT Service Management. This certificate is a
pre-requisite for further ITSM-related education.

The syllabus for the Certificate is based upon two volumes of the IT Infrastructure Library and covers the areas of
Service Delivery and Service Support.

Format
The format of the event is interactive and throughout the course understanding of the material will be assessed
through the use of exercises and examination-style questions. At the end of the course, participants will sit a short
multiple-choice examination leading to the ISEB Foundation Certificate.

Attendance on this course will enable participants to:
    • Describe the key ITSM processes, roles and responsibilities and the interfaces between them
    • Explain the key benefits of an ITSM based approach to Service Management
    • Describe some of the practical issues and costs associated with an ITSM implementation
    • Prepare to undertake the ISEB examination for the ITSM Foundation Certificate

Duration: 3 days                              Price: £795 per delegate for public courses.
                                              For onsite courses please contact us for a quick quote.




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7.3        ITIL® V2 Manager’s Certificate

This comprehensive, highly sought-after advanced training programme is intended for Service Management
professionals with management responsibilities for the Support and/or Delivery of IT Services. This programme
prepares participants for the ISEB examinations leading to the Service Manager's Certificate in IT Service
Management.

To prepare to take the Manager’s Certificate exams requires the following steps:


      a)   Foundation Certificate Course and Certificate*, three days
      b)   Part 1 - Service Support Course, five days
      c)   Part 2 - Service Delivery Course, five days
      d)   Part 3 - Revision Day, 1 day to prepare for the exam case study

*It is a mandatory requirement that delegates already hold the ITIL® Foundation Certificate.

The exams take place four times a year in the last week of January, April, July and October. The exam locations are
currently London, Swindon, Manchester and Edinburgh. We can arrange onsite and overseas exam sittings if required.
The exam comprises two papers; part 1 will be taken on a Wednesday afternoon with part 2 the following morning.

We recommend that anyone intending to take the Managers Certificate (MC) should plan their training, working back
from the anticipated exam date. Pick your target date, say July, and arrange your last training course (Service
Delivery) about a month before then - mid-to late June. Do the first course (Service Support) a month before that -
May. Your Foundation Course and exam can be taken about a month before that - April. This keeps the learning
momentum going. You do not necessarily have to do the MC training in the order above you can do Service Delivery
before Service Support. You must complete the training before sitting the exams.




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7.4       ITIL® V2 Manager’s Certificate Course – Part 1 Service Support

Course Description
Please read the introduction to this section (above) in conjunction with this course description. This is an intensive
and enjoyable week of tuition that builds knowledge, writing skills and relationships.
Pre-requisites
All participants must be able to demonstrate at least five years of general IT experience and have at least two years
experience in an IT Service Management environment in a supervisory or managerial role. Participants wishing to
be entered for the ISEB ITIL® Managers Certificate examination must hold the ISEB ITIL® Foundation Certificate.


Service Support Syllabus:
      •   Configuration Management
      •   Change Management
      •   Release Management
      •   Service Desk
      •   Incident Management
      •   Problem Management
Format
The format of the training is highly interactive and throughout the course understanding of the material will be
assessed through the use of exercises, case study based assignments and presentations, and examination style
questions.


Objectives
Attendance on this course will enable participants to:
      •   Develop practical skills in the design, implementation and management of an ITIL® process framework
      •   Detail the costs and benefits of an ITIL® based approach to Service Management
      •   Anticipate the practical issues associated with an ITIL® implementation and develop strategies to address
          them
      •   Prepare to undertake the ISEB examination for the ITIL® Managers Certificate
Duration: 5 Days                             Price: £1225 per delegate for public courses.
                                             For on-site courses please contact us for a quick quote.




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7.5     ITIL® V2 Manager’s Certificate Course – Part 2 Service Delivery

Course Description
Please read the introduction to this section (above) in conjunction with this course description. This is an intensive
and enjoyable week of tuition that builds knowledge, writing skills and relationships.
Pre-requisites
All participants must be able to demonstrate at least five years of general IT experience and have at least two years
experience in an IT Service Management environment in a supervisory or managerial role. Participants wishing to
be entered for the ISEB ITIL® Managers Certificate examination must hold the ISEB ITIL® Foundation Certificate.

Service Delivery Syllabus
   • Service Level Management
   • Capacity Management
   • Availability Management
   • Financial Management of IT Services
   • Service Continuity Management

Format
The format of the training is highly interactive and throughout the course understanding of the material will be
assessed through the use of exercises, case study based assignments and presentations, and examination style
questions.

Objectives
Attendance on this course will enable participants to:
    • Develop practical skills in the design, implementation and management of an ITIL® process framework
    • Detail the costs and benefits of an ITIL® based approach to Service Management
    • Anticipate the practical issues associated with an ITIL® implementation and develop strategies to address
       them
    • Prepare to undertake the ISEB examination for the ITIL® Managers Certificate

Duration: 5 Days                             Price: £1225 per delegate for public courses.
                                             For onsite courses please contact us for a quick quote

7.6     ITIL® V2 Manager’s Certificate Course – Part 3 Revision Day

Course Description
This day is the final stage following the Service Support and Service Delivery modules of Manager level courses
(please see the Introduction to the Manager’s certificate above). The instructor-led day is designed to prepare
individuals to take the ITIL® Manager’s exams.

The instructor will assist with any outstanding concerns regarding the learning of ITIL® with the major focus of the
day being on the Case Study that will be used as the basis of 60% of the exam questions. The timing of this day is
set to be approximately 7-10 days before the exams.
Duration: 1 Day                              Price: £250 per delegate for public courses.
                                             For on-site courses please contact us for a quick quote.




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7.7       ITIL® V2 – Making it Happen Workshop for Service Support

Course Description
You have read the books, passed the exams, wearing the badge, what now? How do you make it work in your
organisation? This two day workshop builds on what you learned on your V2 Foundation, Practitioner’s and/or
Manager’s courses. Facilitated by an experienced Consultant/Lecturer, practical advice and guidance is provided on
what to do and what not to do when implementing or improving the ITIL® operational processes; assisting you to
provide the leadership to make it happen in your organisation.

This workshop, covering the Service Support processes, explains how to overcome one of the biggest obstacles
commonly found when driving service improvement; convincing the people in your organisation to adopt best
practice. Throughout the workshop delegates will be given practical examples of documents, such as Terms of
Reference, process maturity assessment and templates relevant to the Service Support processes.

Engage – Plan - Improve
The underlying principles of IT and business working together, including:
      •   IT and Business Alignment
      •   The difference between low, medium and high performing IT service providers.
      •   People; dealing with resistance to change and turning doubters into advocates
      •   Tools for the task; factors to consider with selection and use
      •   Process; causing service quality improvements through understanding and process structure
      •   Common reasons why implementation attempts fail and other pitfalls
      •   The purpose of the ITIL® processes

Prepare - Discover - Transform
Consider the activities required to prepare and Plan for Process Improvement
   • Determine the priority order of process implementation
   • Establish Terms of Reference and timescales
   • Identify Project Manager, Sponsor, Process Owners and other resources
   • Setting effective objectives, quick wins and metrics
   • Determine current process capability/maturity, identify business-critical services
   • Agendas for Discovery meetings
   • Availability of tools
   • Communication; actively, persuasively and effectively

Process Transformation
Consider the framework that is helpful for ensuring that the right people are involved in the implementation team to:
   • Establish Process Definition Workshops
   • Establish Process Transformation Workshops
   • Generate Management reports

This is an intensive and enjoyable event that provides practical guidance for Operational Managers.

Target Audience: Experienced, IT operational managers/professionals with the expectation and determination to
‘make it happen’.
Duration: 2 Days                            Price: Contact us for a quick quote




                                                     - Page 27 -
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7.8     ITIL® V2 – Making it Happen Workshop for Service Delivery

Course Description
You have read the books, passed the exams, wearing the badge, what now? How do you make it work in your
organisation? This two day workshop builds on what you learned on your V2 Foundation, Practitioner’s and/or
Manager’s courses. Facilitated by an experienced Consultant/Lecturer, practical advice and guidance is provided on
what to do and what not to do when implementing or improving the ITIL® operational processes; assisting you to
provide the leadership to make it happen in your organisation.

This workshop, covering the Service Delivery processes, explains how to overcome one of the biggest obstacles
commonly found when driving service improvement; convincing the people in your organisation to adopt best
practice. Throughout the workshop delegates will be given practical examples of documents, such as Terms of
Reference, process maturity assessment and templates relevant to the Service Support processes.

Engage - Plan - Improve
The underlying principles of IT and business working together, including:
   • IT and Business Alignment
   • The difference between low, medium and high performing IT service providers.
   • People; dealing with resistance to change and turning doubters into advocates
   • Tools for the task; factors to consider with selection and use
   • Process; causing service quality improvements through common understanding and process structure
   • Common reasons why implementation attempts fail and other pitfalls
   • The purpose of the ITIL® processes

Prepare – Discover - Transform
Consider the activities required to prepare and Plan for Process Improvement
   • Determine the priority order of process implementation
   • Establish Terms of Reference and timescales
   • Identify Project Manager, Sponsor, Process Owners and other resources
   • Setting effective objectives, quick wins and metrics
   • Determine current process capability/maturity, identify business-critical services
   • Agendas for Discovery meetings
   • Availability of tools
   • Communication; actively, persuasively and effectively

Process Transformation
Consider the framework that is helpful for ensuring that the right people are involved in the implementation team to:
   • Establish Process Definition Workshops
   • Establish Process Transformation Workshops
   • Generate Management reports

This is an intensive and enjoyable event that provides practical guidance for Tactical Managers.

Target Audience: Experienced, IT managers/professionals with the expectation and determination to ‘make it
happen’.


Duration: 2 Days                            Price: Contact us for a quick quote




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8         ITIL® Practitioner Courses

The Practitioner Courses focus on one, or sometimes two, of the ITIL® processes. They provide an in-depth study of
the process as defined in the V2 ITIL® volumes. The course duration includes sitting both stages of the exam.

The Practitioner exam comprises two papers; the first is an essay-style written assignment followed by a complex
scenario multiple-choice paper. The course-work includes practice for the exam stages to build a confident approach
in the candidates. Passing both stages of the exam (to a level of 65%) achieves an industry-recognised qualification.

Please note that it is a pre-requisite of all Practitioner courses that delegates must already hold the
Foundation Certificate in Service Management.

8.1       Change Management


Course Description
As a result of attending this 3 day ISEB Practitioner course in Change Management delegates will be able to
demonstrate their competence in, and ability to:

      •   Plan for the implementation of the Change Management process
      •   Prioritise and assess the impact, cost, benefit and risk of proposed changes
      •   Organise the Request For Change (RFC) authorization process
      •   Prepare for and manage the Change Advisory Board (CAB) meetings
      •   Manage changes through their lifecycle
      •   Produce and manage the Forward Schedule of Change (FSC)
      •   Define and agree change models and standard changes
      •   Oversee building, testing and implementation of authorized changes
      •   Co-ordinate the back-out of failed changes
      •   Be aware of the support tools and techniques available for the implementation of Change Management and
          be able to indicate how improvements can be made
      •   Prepare Change Management reports for distribution throughout the organization and monitor and report on
          the major metrics of the Change process
      •   Understand the interdependencies between Change Management and other IT and Service Management
          processes
Passing both stages of the exam will result in an industry recognised qualification.
Duration: 3 Days                                 Price: £795 per delegate for public courses.
                                                 For on-site courses please contact us for a quick quote.

A pre-requisite of all Practitioner courses is that delegates must already hold the Foundation Certificate in Service Management.




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8.2      Problem Management

Course Description
As a result of attending this 3 day ISEB Practitioner course in Problem Management delegates will be able to
demonstrate their competence in, and their ability to:
    • Plan for the implementation of the Problem Management process
    • Support the Incident Management process through the management and resolution of incidents when the
        Service Desk is unable to do so independently
    • Define, implement and manage the following activities: carry out an incident analysis, identify and create a
        problem record, diagnose the cause of problems, identify problem resolutions, assign known errors to the
        appropriate configuration item(s) and raise remedial changes if necessary
    • Define and agree incident and problem categories and priorities
    • Be aware of the support tools and techniques available for the implementation of Problem Management and
        be able to indicate how improvements can be made
    • Analyse incident and problem reports and statistics to determine trends, identify weak areas and propose
        resolutions to reduce the number of incidents, by proactively identifying and preventing possible problems
    • Prepare Problem Management reports for distribution throughout the organization.
    • Co-ordinate, schedule, target and focus resources to the resolution of the most appropriate incidents and
        problems
    • Understand the interdependencies between Problem Management and other IT and Service Management
        processes, interdependencies between these and Problem Management
Passing both stages of the exam will result in an industry recognised qualification.
Duration: 3 Days                                 Price: £795 per delegate for public courses.
                                                 For on-site courses please contact us for a quick quote.

A pre-requisite of all Practitioner courses is that delegates must already hold the Foundation Certificate in Service Management.

8.3      Configuration Management

Course Description
As a result of attending this 3 day ISEB Practitioner course in Configuration Management delegates will be able to
demonstrate their competence in, and ability to:
    • Plan for the implementation of the Configuration Management process
    • Design, implement maintain and manage a Configuration Management Database (CMDB)
    • Define and manage Configuration Items (CIs) through their lifecycle
    • Define and agree CI types and standard configurations
    • Define, document, agree and implement Configuration processes and procedures
    • Be aware of the support tools and techniques available for the implementation of Configuration
        Management and be able to indicate how improvements can be made
    • Prepare Configuration Management reports for distribution throughout the organization and monitor and
        report on the major metrics of the Configuration process
    • Understand the interdependencies between Configuration Management and other IT and Service
        Management processes
Passing both stages of the exam will result in an industry recognised qualification.
Duration: 3 Days                                 Price: £795 per delegate for public courses.
                                                 For on-site courses please contact us for a quick quote.

A pre-requisite of all Practitioner courses is that delegates must already hold the Foundation Certificate in Service Management.




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8.4       Service Desk & Incident Management

Course Description
As a result of attending this 3 day ISEB Practitioner course in Service Desk and Incident Management delegates will
be able to demonstrate their competence in, and their ability to:

      •   Plan for the implementation of the Service Desk function and Incident Management process
      •   Develop and improve the customer and business focus of the service desk and the Incident Management
          process
      •   Use the Incident Management process to manage incidents and their resolution by the Service Desk and all
          other areas
      •   Define Service Desk requirements and understand, select, develop and implement the most appropriate
          Service Desk solutions, technology and environment
      •   Define, implement and manage the following activities: assess, prioritise and categorise incidents carry out
          incident analysis, identify and create incident records, diagnose the cause of incidents, identify incident
          resolutions, match incidents with other incidents and known errors, review and close incidents
      •   Define and agree incident categories and priorities in conjunction with Problem Management
      •   Be aware of the support tools and techniques available for the implementation of Incident Management and
          the support of the Service Desk identifying and instigating improvements
      •   Analyse incident and incident reports and statistics to propose resolutions to reduce the number of incidents,
          by proactively identifying and preventing possible incidents, wherever possible
      •   Prepare Incident Management reports for distribution throughout the organisation.
      •   Co-ordinate, schedule, target and focus resources on resolution of the most appropriate incidents
      •   Understand the interdependencies between Incident Management and other IT and Service Management
          processes
Passing both stages of the exam will result in an industry recognised qualification.
Duration: 3 Days                                 Price: £795 per delegate for public courses.
                                                 For on-site courses please contact us for a quick quote.

A pre-requisite of all Practitioner courses is that delegates must already hold the Foundation Certificate in Service Management.




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8.5       Service Level Management

Course Description
As a result of attending this 3 day ISEB Practitioner course in Service Level Management delegates will be able to
demonstrate their competence in, and their ability to:

      •   Plan for the implementation of Service Level Management
      •   Compile and maintain a Service Catalogue
      •   Construct a suitable structure and format for Service Level Agreements (SLAs)
      •   Identify Service Level Requirements (SLRs)
      •   Negotiate and agree SLAs with the Customer and OLAs with the IT providers
      •   Monitor, review and report on service performance against SLA and OLA targets
      •   Implement and manage Service Improvement Plans (SIPs)
      •   Understand the importance of good Customer relationships
      •   Evaluate and review SLA s and the process of Service Level Management
      •   Understand the interdependencies between Service Level Management and other IT and Service
          Management processes
Passing both stages of the exam will result in an industry recognised qualification.
Duration: 3 Days                                 Price: £795 per delegate for public courses.
                                                 For on-site courses please contact us for a quick quote.

A pre-requisite of all Practitioner courses is that delegates must already hold the Foundation Certificate in Service Management.




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8.6      Release and Control

Course Description
As a result of attending this 3 day ISEB Practitioner course delegates will be able to demonstrate their competence
in, and their ability to:
     • Understand the key objectives, benefits and scope of Release and Control within an organisation,
         irrespective of its size or complexity
     • Define, document, agree and implement processes and procedures for Configuration Management, Change
         Management and Release Management
     • Plan for the implementation of Release and Control, and understand the potential costs, benefits and
         problems associated with its implementation
     • Design, implement, maintain and manage a Configuration Management Database (CMDB)
     • Define and manage Configuration Items (CIs)
     • Define and agree CI types and standard configurations
     • Manage Changes throughout their lifecycle, including:
              o Organise the Request For Change (RFC) authorisation process
              o Prioritise and assess the impact, cost, benefit and risk of proposed Changes
              o Prepare for and co-ordinate the Change Advisory Board (CAB) meetings
              o Oversee building, testing and implementation of authorised Changes
              o Co-ordinate the back-out of failed Changes
              o Produce and manage the Forward Schedule of Change (FSC)
              o Define and agree Change models and standard Changes
     • Produce a Release Policy, clarifying roles and responsibilities
     • Plan and define specific Releases
     • Plan and document the design, build and configuration of a Release
     • Define and agree procedures for Releases in respect of:
              o Release acceptance
              o Rollout planning
              o Communication, preparation and training
              o Distribution and installation
     • Identify and act upon the key issues that may impact the efficiency and effectiveness of Release & Control
     • Be aware of the support tools and techniques available for the implementation of Release and Control, and
         be able to indicate how improvements can be made
     • Define and apply standards and quality criteria for Release and Control
     • Communicate the benefits of Release and Control within the organisation
     • Monitor and report on the major KPIs and metrics of Release and Control, and prepare Release and Control
         reports for distribution throughout the organization
     • Understand the interdependencies between Release and Control and other IT and Service Management
         processes.
Passing both stages of the exam will result in an industry recognised qualification.
Duration: 5 Days                                 Price: £1225 per delegate for public courses.
                                                 For on-site courses please contact us for a quick quote.

A pre-requisite of all Practitioner courses is that delegates must already hold the Foundation Certificate in Service Management.




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9        Other ITIL® Courses


                                                           We are frequently asked for courses that provide a greater
                                                           level of understanding in a variety of IT Service
                                                           Management areas.

                                                           The following sequence of course descriptions lists the
                                                           most popular specialist areas without the pressure of an
                                                           exam at the end and without any associated prerequisites;
                                                           making them ideal for a wide range of IT specialists.

                                                           This section includes the following courses:

                                                               •   Service Support Desk – Skills and Techniques
                                                               •   Service Desk Management Awareness
                                                               •   Major Incident Management Awareness
     •   Implementing Change Management
     •   Implementing Service Level Agreements
     •   Problem Management Awareness
     •   Service Integration Operating Model Awareness




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9.1     Service Support Desk – Skills and Techniques

Course Description
Call Centres, Service Desks and Help Desks provide a vital link between those who use IT services and those who
support them. From the client view they represent the lifeline from the support team view they manage incidents on
their behalf letting support, engineers and developers get on with the day’s work more effectively. All too often
undervalued and under resourced Support teams provide a front line service which is as unique as it is vital to
keeping the wheels of business turning. Consequently they need to develop excellent incident and people-
management skills – and go on developing and refining those skills year after year.

Target audience: Service Desk managers and operators who manage calls and incidents. The course is ideal as an
induction for those new to the Service Desk environment and as a refresher for experienced staff.

Topics include:
   • An introduction to the ITIL® Service Management guidelines
   • ITIL® Service desks – first contact point for support  + exercise
   • Managing incidents - working with second line support
   • How good service support underpins business success + exercise
   • Good questioning skills                                + individual exercise
   • Problem solving techniques                             + team exercise
   • Being and staying in control – TA and assertiveness
   • Dealing with stress – win/win techniques
   • Call handling techniques                               + telephone exercise
There is no exam associated with this course.
Duration: 2 Days                             Price: Please contact us for a quick quote

9.2     Service Desk Management Awareness

Course Description
Any IT staff would benefit from this specific overview of the principles of an efficient and effective Service Desk.
This day includes core objectives, culture and staff considerations, benefits and provides staff with base
understanding of the principles of running a ‘quality’ function.
There is no exam associated with this course.
Duration: 1 Day                              Price: Please contact us for a quick quote

9.3     Major Incident Management Awareness

Course Description
Any IT staff would benefit from this specific overview of the principles of managing the restoration of normal service
(especially ‘major’ incidents) - core objectives, culture and staff considerations, benefits - provides staff with base
understanding of the principles of managing and delivering a ‘quality’ process.
There is no exam associated with this course.
Duration: 1 Day                              Price: Please contact us for a quick quote




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9.4     Implementing Change Management – The ITIL® Model

Course Description
The ITIL® Change Management model and guidelines enable organisations to manage the total change environment
from the minor operational changes right up to the earth-moving strategic projects

Target audience: IT Managers who have a responsibility for managing changes/change projects.

Topics include:
       • An introduction to the ITIL® Service Management guidelines
       • The mechanics of change
       • Raising changes – IT vs. Business originated
       • Managing and co-ordinating minor changes
       • Strategic changes – linking into the Boardroom and senior management teams
       • Service Improvement planning
       • The Change Manager role – the agent for change
       • Change assessment ‘boards’ – the ‘CAB’
       • The ITIL® Change Management model
       • Change management implementation
       • Setting the scope
       • Planning
       • The Awareness campaign
       • Processes and procedures
       • Setting up the CAB
       • Change reviews
       • Linking Change management with Release management
       • Linking Change management with Configuration management

These topics are reinforced by team and individual exercises. There is no exam associated with this course.
Duration: 1 Day                            Price: Please contact us for a quick quote




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9.5     Implementing Service Level Agreements

Course Description
Building a negotiated understanding between IT and the business it underpins is the key to establishing, delivering
and supporting effective services which support and are valued by the organisation as a whole.

Target audience: IT managers who have responsibility for planning, negotiating and managing Service Level
Agreements and related underpinning contracts.

Topics include:
   • An introduction to the ITIL® Service Management guidelines
   • Service level management and customer relationship management
   • The Service Manager role
   • Management ownership
   • Building an awareness campaign
   • Establishing a Service Catalogue
   • Establishing service requirements
   • Auditing existing services
   • Establishing a Service Improvement plan
   • Creating the SLA
   • On-going service management
   • Supported by group and individual exercises.
There is no exam associated with this course.
Duration: 2 Days                            Price: Please contact us for a quick quote

9.6     Target Operating Models Awareness

Course Description
IT Managers would benefit from this general overview of the principles of creating a new organisational design
(process and functional) - provides Management with relevant information that will assist their decision-making on
how to proceed with organisational design change.
There is no exam associated with this course.
Duration: ½ Day                             Price: Please contact us for a quick quote.

9.7     Service Integration Operating Model Awareness

Course Description
IT Managers would benefit from this general overview of the principles of ensuring smooth transition of new
services from development into live environment - provides Management with relevant information that will assist
their decision-making on how to proceed with delivering managed change.
There is no exam associated with this course.
Duration: ½ Day                             Price: Please contact us for a quick quote




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9.8     Problem Management Principles

Course Description
All IT staff would benefit from this general overview of the principles of reducing the volume of Incidents, by
establishing root causes and identifying permanent resolutions - core objectives, culture and staff considerations,
benefits - provides Management with relevant information that will assist their decision-making on whether to
proceed with further Problem Management rollout.
There is no exam associated with this course.


Duration: ½ Day                             Price: Please contact us for a quick quote.

9.9     Problem Solving & Decision Making Skills

Course Description
All IT staff would benefit from this specific overview of the principles of reducing the volume of Incidents, by
establishing root causes and identifying permanent resolutions - core objectives, culture and staff considerations,
benefits - provides staff with base understanding of the principles of managing and delivering a ‘quality’ process,
and personal knowledge of ‘Problem Solving & Key Decision Making’ skills.
There is no exam associated with this course.


Duration: 1 Day                             Price: Please contact us for a quick quote.

9.10    Problem Solving, Decision Making & Major Incident Management Skills

Course Description
This course is designed for any IT Staff who would benefit from a comprehensive understanding of the principles of
reducing the volume of Incidents by establishing root causes and identifying permanent resolutions.

The course will consider core objectives, culture and staff considerations, benefits - provides staff with base
understanding of the principles of managing and delivering a ‘quality’ process, and personal knowledge of ‘Problem
Solving & Key Decision Making’ skills.

There is no exam associated with this course.

Duration: 2 Days                            Price: Please contact us for a quick quote.




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10       Other Methodologies


                                                         There are other industry recognised methodologies that
                                                         complement the ITIL framework and add another piece to the
                                                         overall picture of professional structured management
                                                         techniques; and they are in growing demand.

                                                         We have knowledge and skills in the following subjects and
                                                         courses are ready when you are:

                                                               •ISO/IEC 20000 Foundation
                                                                This course prepares candidates for the Foundation
                                                                qualification. It covers the knowledge required to gain
                                                                an understanding of the content and requirements of
                                                                the international standard, ISO/IEC 20000: IT Service
                                                                Management. It covers the certification requirements of
         ISO/IEC 20000-1:2005 and how the guidance in ISO/IEC 20000-2:2005 can be adopted by an organisation to
         deliver effective managed services and continually improve those services.

     •   ISO/IEC 20000 for Consultants
         This is the International Standard for organisations to achieve for IT Service Management and it is based on
         ITIL V2. This standard is highly relevant if an organisation needs externally audited proof that it has achieved
         a world-class level of process maturity. The course is for Consultants to achieve the formal qualification that
         would enable them to practice in this subject.

     •   ISO/IEC 20000 Auditors
         This course is designed for anyone who is interested in learning how to conduct a ISO/IEC 20000 audit. It is
         designed for companies with employees involved in IT auditing, quality assurance or quality management.

     •   Six Sigma
         The ultimate goal of Six Sigma is to improve processes to the point where their natural 'common cause'
         variation will yield only 3.4 defects per million opportunities. This has been achieved by identifying factors
         (processes) in business critical to the 'bottom-line' and running prioritised projects through a single set process
         (DMAIC), facilitated by extremely highly trained individuals - typically high fliers in the business.

     •   CoBiT
         Control Objectives for Information and related Technology; this is an open standard for good Information
         Technology security and control practices. It was created by the IT Governance Institute and it includes over
         three hundred specific 'control objectives'. It includes a framework and audit guides for over 30 information
         technology processes. Many of these overlap with the ITIL processes.

     •   PRINCE2®
         (PRojects IN Controlled Environments) is a process-based, easily tailored project management method
         covering the organisation, management and control of projects. Its principles can be transferred to any type
         of IT or business project ensuring that they run successfully, smoothly, on time and within budget. Adopted
         widely by both the public and private sector, PRINCE2® is now the UK’s standard for generic project
         management. Recognised internationally, it also makes the perfect solution for multi-national organisations.
         These courses are run in partnership with WWP Training.
         NOTE: From 13th July 2009 Prince2® 2009 courses will run. Until 31st December 2009 Prince2® 2005 courses
         will run. Only 2009 version will run from January 2010


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10.1    ISO/IEC 20000 Foundation

Course Description

Audience and Pre-requisites

The course is aimed at staff in internal and external service provider organisations who require knowledge and
understanding of the ISO/IEC 20000 standard and its content. It will provide:
* Service owners, process owners and other service management staff with an awareness of and familiarity with
the ISO/IEC 20000 standard
* Individuals with the necessary knowledge to assess the relevance and importance of the ISO/IEC 20000 standard
to the service management activities within their own organisation
* Managers and team leaders with a knowledge of a typical ISO/IEC 20000 IT service management system
* Internal auditors, process owners, process reviewers and assessors with a good knowledge of the ISO/IEC 20000
standard, its contents and justification of the need for internal reviews, assessments and audits
* Evidence that delegates have achieved a Foundation level of knowledge of the ISO/IEC 20000 standard
This qualification does not provide the advanced level of knowledge for external auditors, consultants or those
responsible for managing implementation of the standard in a service provider organization. Auditors, consultants
and implementers may want to consider the itSMF Consultant or Auditor courses which provide more detail on the
use of the standard.

Learning Objective

Candidates will be able to demonstrate their competence in, and their ability to:

Describe the scope, purpose and use of the ISO/IEC 20000 Specification and Code of Practice, understanding the
roles of the component parts of the standard Understand and describe the requirements of the IT service
management system and the Plan, Do, Check, Act cycle

Understand and describe the objectives and requirements of each section of the ISO/IEC 20000 -1 Specification
Appreciate and describe the need to plan and implement IT service management processes Report on the IT
services and major metrics of the IT Service Management processes
Schedule and conduct regular reviews, assessments and audits
Plan and prepare for an ISO/IEC 20000 audit
Plan for continual service improvement
Understand and conduct assessments and reviews and assist with internal audits of IT Service Management systems
against the requirements of the standard
Exercises
Exam practice and mock exam
ISEB invigilated exam of 40 multiple choice questions (1 hour)

Duration: 3 Days                            Price: £795 per delegate for public courses.
                                            For on-site courses please contact us for a quick quote.




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10.2    ISO/IEC 20000 for Consultants

Course Description
A course for Consultants who need to understand the requirements of the Standard and/or be able to demonstrate
professional competence in order to perform consultancy assignments.

This course is structured around the approved syllabus and materials to meet the requirements for preparation for
formal examination as a Consultant.

The course covers Parts 1 and 2 of the Standard and includes detailed examination of each part, discussions,
exercises and exam practice. Copies of the Standard are included.


Duration: 3 Days                           Price: £795 per delegate for public courses.
                                           For on-site courses please contact us for a quick quote.

10.3    ISO/IEC 20000 Auditors

Course Description
This course is approved by ITSMF, the IT Service Management Forum and meets their training requirements.

The objectives of this course are to;

.       Provide adequate knowledge on the contents and requirements of ISO/IEC 20000.
.       Attain knowledge to conduct audits against the requirement of the standard.
.       Provide opportunity to practice the knowledge gained during the sessions.
.       Understand and establish the implementation requirements for an IT Service Management System through
        the process of PDCA. (Plan-Do-Check-Act)
.       Identify and evaluate the areas of improvements

Please note that the course is biased to the requirements of ISO/IEC 20000 and hence the finer details of audit
techniques and the audit process are not covered.

Duration: 3 Days                           Price: £795 per delegate for public courses.
                                           For on-site courses please contact us for a quick quote.




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10.4 Six Sigma Green Belt Workshop

Course Description
Build a nucleus of trained personnel (Green Belts) equipped to conduct and participate in Six Sigma projects.
Participants will learn when and how to use the Six Sigma tools. A statistical package will be used to help Green
Belts carry out projects. Employ Six Sigma Green Belt projects to improve the overall productivity and profitability of
your organisation by identifying and resolving chronic problems and avoiding costly deficiencies.

Who Should Attend:
Employees who have been selected to work on Six Sigma projects and who are designated as Green Belts. If
desired, upon further training, these Green Belts may eventually become Black Belts. Champions who wish to
achieve competency in applying Six Sigma Concept and tools.

Duration: TBA                                Price: Please contact us for a quick quote.

10.5    Lean Six Sigma Green Belt Course

Course Description
At the heart of Six Sigma improvement and redesign activities are project teams. These teams will consist of people
who want to use their knowledge and skills to improve the performance of processes and the business. Lean Six
Sigma Green Belt training is focused on team members understanding and applying the Define Measure Analyse
Improve and Control (DMAIC) model which is the foundation of most Six Sigma projects. The focus of Six Sigma is
fundamentally about quality, customer focus and cost, where as Lean is about cost and speed. This course blends a
number of Lean concepts and tools into the Six Sigma DMAIC model. The team leaders and team members are the
brains and muscle behind the Lean Six Sigma programme it is critical that they are equipped with the appropriate
skills and tools to enable them to deliver current and future improvements.

Who Should Attend?
Managers, internal consultants, change agents, project managers, team leaders and team members who will be
involved in Lean Six Sigma projects.

Course Objectives:
At the end of the intensive five day programme delegates will understand and be able to:

    •   Apply the principles of the Six Sigma DMAIC performance improvement model.
    •   Establish the “Voice of the Customer” in defining the required performance standard.
    •   Use a number of measurement approaches and tools to establish current performance.
    •   Use appropriately a number of basic analysis tools and techniques to establish the root cause of a problem.
    •   Understand key lean concepts and tools, when and how to apply them to drive improvements
    •   Recognise the difference in approach and techniques for incremental and redesign         improvement
        strategies and know how to decide on the correct approach.
    •   Establish ongoing process controls and process governance structures.

Duration: 5 Days                             Price: Please contact us for a quick quote




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10.6    Six Sigma Black Belt

Course Description
Our Black Belt training is designed to provide our trainees with the appropriate tools and techniques to follow the
DMAIC process to achieve a measurable process improvement and real cost saves. The Six Sigma Black Belt training
is focused on team members understanding and applying the Define Measure Analyse Improve and Control
(DMAIC) model which is the foundation of most Six Sigma projects. The focus of Six Sigma is fundamentally about
quality, customer focus and cost, where as Lean is about cost and speed. This course blends a number of Lean
concepts and tools into the Six Sigma DMAIC model. The team leaders and team members are the brains and
muscle behind the Lean Six Sigma programme it is critical that they are equipped with the appropriate skills and
tools to enable them to deliver current and future improvements.

Who Should Attend?
Managers, internal consultants, change agents, project managers, team leaders and team members who will be
involved in Lean Six Sigma projects.

Topics include:
Participants will learn how to apply statistical methods for business process improvement including:

    •   Communicate the benefits of Six Sigma as a business strategy across the organization
    •   Align with management in the deployment of Six Sigma
    •   Build a successful infrastructure for Six Sigma deployment
    •   Integrate Six Sigma with other improvement methods.
    •   Select successful Six Sigma projects and project teams.
    •   Significantly increase profitability through Six Sigma projects.
    •   Utilize the right metric to drive the right activity.
    •   Plan and execute projects.
    •   Select the right statistical tools.

Benefits
   • Link to business processes.
   • Hands on examples & exercises, participants use laptops & MINITAB statistical software with real data sets;
       they complete exercises with catapult, dice, and other tools that make statistical principals accessible.
   • PowerPoint slides, small group interaction, hands on & computer exercises, participant binders and text
       books to keep participants involved.
   • Black Belts learn statistical methods and leave with a project plan for successful completion.
   • Business Metrics. Participants take away Six Sigma original templates that assist in calculating COPQ and
       other key business metrics

Participant requirements
   • Project Management and analytical Skills
   • Participants must have at least one potential project for execution and completion over the 8 week period
   • Sponsorship
   • Each Trainee is required to bring his/her laptop
   • Minitab software, version 13. (We can supply the software if and when required at an additional cost)
Duration: 4 weeks covered over an 8         Price: Please contact us for a quick quote.
week period (1 week in 2 weeks out)




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10.7    PRINCE2® Management Briefing

Course Description
This programme will help participants appreciate the importance of handling change for business success. It
provides a high level view of the essential features of PRINCE2® and demonstrates how it can provide all types of
organisations - public and private sector, large and small - with a consistent, generic, approach to managing change
through projects. This programme is delivered as a "boardroom briefing" and there will be ample time for discussion
and exploration of issues. Participants will receive slides and a copy of the publication “Business Benefits Through
Project Management” will be available to consult throughout the programme.
Prerequisites:
The need to manage change initiatives more effectively for business benefit.
Performance Based Objectives:
    • Assess your organisation's capabilities with regard to a set of project critical success factors and against a
         "good practice" model of project management
    • Describe and understand the benefits of using PRINCE2®
    • Determine the applicability of PRINCE2® to your organisation as a basis for your project
         management environment
    • Commence formulating a Business Case which will justify the establishment of a PRINCE2® approach to
         project/change management in your business
    • Conceive the “way forward”
Programme Focus:
This programme will focus on embracing change as an opportunity to drive performance. This will be achieved by
the following factors:
    • Careful and skilful control
    • A controlled environment based on Project Management
    • Senior Managers to take the lead roles
    • Active Champions of the Project Environment
    • Senior Managers to participate as Programme & Project Board members
Review of Programme

Duration: ½ day – 1 day                    Price: Please contact us for a quick quote.




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10.8    PRINCE2® Overview

Course Description
This programme provides an introduction to the PRINCE2® structured project management method, its concepts
and process model and how it can be used in any project environment. Learning will blend formal presentation with
practical exercises to reinforce learning and enable participants to benefit from others’ experience. There will also be
time for discussion and clarification of any issues. Participants will receive an Overview Delegate Manual, duplicated
slides and a copy of “The Essence of PRINCE2™” booklet.
Prerequisites:
•    None
Performance Based Objectives:
•    Appreciate the extent of PRINCE2® in the context of project management •           Understand the structure of
PRINCE2®
•    Become familiar with PRINCE2® language and key concepts
•    Gain sufficient information to assess the relevance of PRINCE2® to an organisation
Programme Focus: Introduction & Objectives
·       Context of Project Management
·       Introduction to Processes and Components
·       Organisation, Business Case, Plans, Risk, Start-Up and Initiation
·       Configuration Management, Controls and Controlling a Stage
·       Managing Product Delivery and Stage Boundaries
·       Change Control and Quality in a Project Environment
·       Closing a Project
·       The Benefits of PRINCE2™

Duration: 1 day                              Price: £275 per delegate for public courses.
                                             For on-site courses please contact us for a quick quote.




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10.9    PRINCE2® Entry Level Foundation

Course Description
This two-day non-residential programme covers the full syllabus of the PRINCE2® Foundation Examination and will
enable participants to understand PRINCE2® language and principles to practice back in the workplace. Participants
will be provided with a copy of the PRINCE2® Manual and a pre-programme study pack prior to attending the
programme and will be expected to complete at least four hours of pre-study using these and up to two hours of
self-study on the evening of the first day. The PRINCE2® Foundation examination is taken at the end of the second
day and will be marked and results given before participants leave. Learning will blend formal presentation with
practical exercises to reinforce learning and enable participants to benefit from others’ experience whilst preparing
for the Foundation examination. There will also be time for discussion and clarification of any issues. The
programme includes a copy of the PRINCE2® Manual, slides, accompanying notes, pre-course study pack and entry
to the Foundation examination.

Pre-Requisites:
This programme is suitable for those new to projects and project management, although it may be helpful to have
had some exposure to a project management environment, or a basic understanding of the principles and uses of
project management.

Performance Based Objectives:
•   Understand how the PRINCE2® process model fits together
•   Understand the context and main function of each process
•   Understand the main ideas underlying each component
•   Understand the uses of each component
•   Understand the techniques described in PRINCE2®
•   Be prepared for taking the Foundation examination

 Programme Focus:
 Introduction & Objectives
 •    Background – business context of           •  Configuration Management Component
 projects                                        •  Change Control Component
 •    Overview of Processes and Components       •  Controlled Progress
 •    Business Case Component                    •  Controls Component
 •    Organisation Component                     •  Quality in a Project Environment
 •    The Controlled Start                       Component
 •    Planning – Process, Component and          •  Controlled Close
 Technique                                       •  The PRINCE2® Foundation Examination
 •    Management of Risk Component

Review of Programme

Duration: 2 days                            Price: £595 per delegate for public courses.
                                            For on-site courses please contact us for a quick quote.




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10.10 PRINCE2 Foundation Plus – 2005 version

Course Description
This three-day programme provides a comprehensive overview of PRINCE2® and prepares participants to take the
Foundation Level examination. Participants attend the first three days of the Practitioner programme and study
alongside Practitioner candidates. Participants will be provided with a copy of the PRINCE2® Manual and a pre-
programme study pack prior to attending days 1 to 3 and will be expected to complete at least eight hours of
directed self study using these. In addition, up to two hours of self-study on the evening of the first and second
days will be required (prior knowledge and experience of PRINCE2® may lessen this time). Participants take the
Foundation Examination on the afternoon of day 3; most participants are able to score at least 80%. Participants will
be studying alongside those preparing to take the PRINCE2® Practitioner examination and may change to this
extended programme by contacting us. Formal presentation is blended with group and individual practical exercises
to reinforce learning and enable participants to benefit from others’ experience whilst preparing for the
examinations. There will also be time for discussion and clarification of any issues. The programme includes a copy
of the PRINCE2® Manual, slides, accompanying notes, pre-course study pack, Practitioner exam preparation pack
and entry to the Foundation examination.

Prerequisites:
Some experience of working in a project management environment, or at least a good understanding of the
principles and uses of project management. Prior knowledge of PRINCE2® may be helpful, but is not essential.

Performance Based Objectives:
    •    Recognise, understand and adopt the proven good project management practice embodied in PRINCE2™
    •    Gain the best possible preparation for taking the Foundation examination
    • Understand how the PRINCE2® process model fits together
    • Understand the context and main function of each process
    • Understand the main ideas underlying each component
    • Understand the uses of each component
    • Understand the techniques described in PRINCE2™
 Programme Focus:
 Introduction & Objectives
 •    Business and Projects                       •    Initiating a Project
 •    Project Management                          •    Configuration Management Component
 •    Overview of PRINCE2® Processes &            •    Controls Component
 Components                                       •    Controlling a Stage, Managing Product
 •    Project Start-Up                            Delivery and Managing Stage Boundaries
 •    Organisation Component                      •    Change Control
 •    Business Case Component                     •    Quality in a Project Environment
 •    Project Scenarios                           •    Closing a Project
 •    Product-Based Planning                      •    Benefits of PRINCE2™
 •    Plans Component                             •    Foundation and Practitioner
 •    The Planning Process                        Examinations
 •    Management of Risk Component

Review of Programme

Duration: 3 days                            Price: £950 per delegate for public courses.
                                            For on-site courses please contact us for a quick quote.




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10.11 PRINCE2® Foundation Plus – 2009 Version

Course Description
This three-day programme provides a comprehensive overview of PRINCE2® and prepares participants to take the
Foundation Level examination. Participants attend the first three days of the Practitioner programme and study
alongside Practitioner candidates. Participants will be provided with a copy of the PRINCE2® Manual and a pre-
programme study pack prior to attending days 1 to 3 and will be expected to complete at least four hours of
directed self study using these. In addition, up to two hours of self-study on the evening of the first and second
days will be required (prior knowledge and experience of PRINCE2® may lessen this time). Participants take the
Foundation Examination on the afternoon of day 3; most participants are able to score at least 80%. Participants will
be studying alongside those preparing to take the PRINCE2® Practitioner examination and may change to this
extended programme by contacting us.

Formal presentation is blended with group and individual practical exercises to reinforce learning and enable
participants to benefit from others’ experience whilst preparing for the examinations. There will also be time for
discussion and clarification of any issues.

The programme includes a copy of the PRINCE2® Manual, slides, accompanying notes, pre-course study pack,
Practitioner exam preparation pack and entry to the Foundation examination.

Prerequisites:
Some experience of working in a project management environment, or at least a good understanding of the
principles and uses of project management. Prior knowledge of PRINCE2® may be helpful, but is not essential.

Performance Based Objectives:
   • Recognise, understand and adopt the proven good project management practice embodied in PRINCE2®
   • Gain the best possible preparation for taking the Foundation examination
   • Understand how the PRINCE2® process model fits together
   • Understand the context and main function of each process
   • Understand the main ideas underlying each theme
   • Understand the uses of each theme
   • Understand the techniques described in PRINCE2®

 Programme Focus:
 Introduction & Objectives

     PRINCE2® Overview                            PRINCE2® Processes
                                                  • Starting up a project
     PRINCE2® Principles                          • Directing a project
                                                  • Initiating a project
     PRINCE2® Themes                              • Controlling a stage
     • Business Case                              • Managing product delivery
     • Organisation                               • Managing a stage boundary
     • Quality                                    • Closing a project
     • Plans
     • Risk                                       Benefits of PRINCE2®
     • Change
     • Progress                                   The PRINCE2® Foundation Examination

                                                  Review of Programme
Duration: 3 days                            Price: £950 per delegate for public courses.
                                            For on-site courses please contact us for a quick quote.



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10.12 PRINCE2® Practitioner – 2005 Version

Course Description
Pre Course: Participants will be provided with a copy of the PRINCE2® Manual and a pre-programme study pack
prior to attending days 1 to 4 and will be expected to complete at least eight hours of directed self-study using
these.
Days 1 -4: Formal presentation is blended with group and individual practical exercises to reinforce learning and
enable participants to benefit from others’ experience whilst preparing for the examinations. There will also be time
for discussion and clarification of any issues. In addition, up to two hours of self-study on the evening of the first,
second and third days will be required (prior knowledge and experience of PRINCE2® may lessen this time).
Participants take the Foundation Examination at the end of day 3 and the fourth day is devoted to planning,
preparing and practising for the Practitioner Examination.
Day 5: After a break of approximately one week, participants will spend the morning doing final exam preparation
and will take the Practitioner examination in the afternoon. This programme includes a copy of the PRINCE2®
Manual, slides, accompanying notes, pre-course study pack, Practitioner exam preparation pack and entry to the
Foundation and Practitioner examination. After passing the examination and becoming a Registered PRINCE2®
Practitioner, all Practitioners are required to pass a short re-registration examination 3 to 5 years afterwards to
maintain this status.

Prerequisites:
Some experience of working in a project management environment, or at least a good understanding of the
principles and uses of project management.

Performance Based Objectives:
    •    Recognise, understand and adopt the proven good project management practice embodied in PRINCE2™
    •    Gain the best possible preparation for taking the Foundation examination
    • Understand how the PRINCE2® process model fits together
    • Understand the context and main function of each process
    • Understand the main ideas underlying each component
    • Understand the uses of each component and the techniques described in PRINCE2™
Programme Focus:
Introduction & Objectives
 •    Business and Projects                       •    Business Case Component
 •    Management of Risk Component                •    Change Control
 •    Project Management                          •    Project Scenarios
 •    Initiating a Project                        •    Quality in a Project Environment
 •    Overview of PRINCE2® Processes and          •    Product-Based Planning
 Components                                       •    Closing a Project
 •    Configuration Management Component          •    Plans Component
 •    Project Start-Up                            •    Benefits of PRINCE2™
 •    Controls Component                          •    The Planning Process
 •    Organisation Component                      •    Foundation and Practitioner
 •    Controlling a Stage, Managing Product       Examinations
 Delivery and Managing Stage Boundaries

Review of Programme

Duration: 5 days                             Price: £1650 per delegate for public courses.
                                             For on-site courses please contact us for a quick quote.




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10.13 PRINCE2® Practitioner – 2009 Version

Course Description
Pre Course: Participants will be provided with a copy of the PRINCE2® Manual and a pre-programme study pack
prior to attending days 1 to 4 and will be expected to complete at least four hours of directed self-study using these.
Days 1 -4: Formal presentation is blended with group and individual practical exercises to reinforce learning and
enable participants to benefit from others’ experience whilst preparing for the examinations. There will also be time
for discussion and clarification of any issues. In addition, up to two hours of self-study on the evening of the first,
second and third days will be required (prior knowledge and experience of PRINCE2® may lessen this time).
Participants take the Foundation Examination at the end of day 3 and the fourth day is devoted to planning,
preparing and practising for the Practitioner Examination.
Day 5: After a break of approximately one week, participants will spend the morning doing final exam preparation
and will take the Practitioner examination in the afternoon.
This programme includes a copy of the PRINCE2® Manual, slides, accompanying notes, pre-course study pack,
Practitioner exam preparation pack and entry to the Foundation and Practitioner examination.

After passing the examination and becoming a Registered PRINCE2® Practitioner, all Practitioners are required to
pass a short re-registration examination 3 to 5 years afterwards to maintain this status.

Prerequisites:
Some experience of working in a project management environment, or at least a good understanding of the
principles and uses of project management.

Performance Based Objectives:
   • Recognise, understand and adopt the proven good project management practice embodied in PRINCE2®
   • Gain the best possible preparation for taking the Foundation examination
   • Understand how the PRINCE2® process model fits together                    PRINCE2®Performance
   • Understand the context and main function of each process                            Guarantee
   • Understand the main ideas underlying each theme                          We are committed to helping
                                                                              participants capitalise on their
   • Understand the uses of each theme and the techniques described in PRINCE2®
                                                                              PRINCE2® training investment -
                                                                                      we guarantee to support every
Programme Focus:                                                                      validated delegate on the
Introduction & Objectives                                                             Practitioner programme until
                                                                                      they achieve their Registered
     PRINCE2® Overview                            PRINCE2® Processes                  PRINCE2® Practitioner
                                                  • Starting up a project             qualification*.
     PRINCE2® Principles                          • Directing a project
                                                                                            * Terms and conditions apply
                                                  • Initiating a project
     PRINCE2® Themes                              • Controlling a stage
     • Business Case                              • Managing product delivery
     • Organisation                               • Managing a stage boundary
     • Quality                                    • Closing a project
     • Plans
     • Risk                                       Benefits of PRINCE2®
     • Change
     • Progress                                   The PRINCE2® Foundation Examination

                                                  Review of Programme
Duration: 5 days                            Price: £1650 per delegate for public courses.
                                            For on-site courses please contact us for a quick quote.




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10.14 PRINCE2® Foundation to Practitioner

Course Description
This intensive programme has been developed to progress those who have passed their Foundation examination to
take or retake their Registered Practitioner examination. Participants will be provided with pre course study material
and will be expected to complete two weeks of significant self-study using this. It consists of either two or three full
days (depending on previous training and experience), comprising a Revision Day/Exam Prep Day and Exam Day.

Prerequisites:A Foundation examination pass, gained in the previous six months through classroom-based
learning. (Our Project Specialists will be able to advise where this is not the case.) They must possess a current
version of the official PRINCE2® Manual and be prepared to achieve a score of 58 or above in the mock Foundation
examination taken on the Revision Day.

 Performance-based Objectives
     • To enable participants who have already passed their       PRINCE2® Foundation examination to achieve
           Practitioner status
 Programme Focus
 Introduction and Objectives
 Revision Day*                                                    Exam Prep Day
 •    Mock Foundation examination                                 •   Foundation examination
 •    A comprehensive look at the entire PRINCE2® method          •   Preparation and technique for the Practitioner
 •    All the components and processes                            Examination Instructions in the area of self-study
 •    Controlling a stage                                         required prior to the final day
 •    Managing product delivery
 •    Managing stage boundaries                                   The Exam Day
 •    Project initiation and start-up                             •   Exam preparation
 •    Planning and control                                        •   The Practitioner examination
 •    Instructions in the areas of self-study required prior to
 the second day
 Review of Programme

  *Mandatory for those who did not study with WWP and
 otherwise discretionary, dependent on the time between
 gaining the Foundation qualification and the Foundation to
 Practitioner Upgrade event. (Guidance is available from our
 Project Specialists)
Duration: 2-3 days                           Price: £895 per delegate for public courses.
                                             For on-site courses please contact us for a quick quote.




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10.15 PRINCE2® Re-registration

Course Description
Pre Course: Participants will be provided with a copy of the PRINCE2® Manual and a pre-programme study pack
prior to attending days 1 to 2 and will be expected to complete at least eight hours of directed self-study using
these. Days 1 - 2: Formal presentation is blended with group and individual practical exercises to reinforce learning
and enable participants to benefit from others’ experience whilst preparing for the examinations. There will also be
time for discussion and clarification of any issues. In addition, up to two hours of self-study on the evening of the
first day will be required (prior knowledge and experience of PRINCE2® may lessen this time). Participants take the
Practitioner Re-Registration Examination at the end of day 2. This programme includes a copy of the PRINCE2®
Manual, slides, accompanying notes, pre-course study pack, Practitioner exam preparation pack and entry to the Re-
Registration Practitioner examination After passing the examination and retaining Registered PRINCE2® Practitioner
status, Registered Practitioners are required to pass a short re-registration examination within a further 3 to 5
years.

Pre-Requisites:
Participants must already be Registered Practitioners and will benefit by still working in a project environment

Performance Based Objectives:
Participants will:
•    Regain a good understanding of the PRINCE2® Process Model
•    Be able to successfully attempt the Practitioner Re-Registration exam
•    Be able to use the process more effectively at work to help improve project performance

 Programme Focus:
 •   Business and Projects                                          •   Business Case Component
 •   Management of Risk Component                                   •   Change Control
 •   Project Management                                             •   Project Scenarios
 •   Initiating a Project                                           •   Quality in a Project Environment
 •   Overview of PRINCE2® Processes and Components                  •   Product-Based Planning
 •   Configuration Management Component                             •   Closing a Project
 •   Project Start-Up                                               •   Plans Component
 •   Controls Component                                             •   Benefits of PRINCE2™
 •   Organisation Component                                         •   The Planning Process
 •   Controlling a Stage, Managing Product Delivery and             •   Prince2 Re-Registration exam
 Managing Stage Boundaries
Duration: 2 days                            Price: £550 per delegate for public courses.
                                            For on-site courses please contact us for a quick quote.




                                                      - Page 52 -
 Education     Publications            Recruitment            Consultancy             Assessments
11   Management Skills Development


                              A good manager can motivate people to deliver high performance results that
                              are sustainable for the business. Every business needs good people and most
                              organisations have plenty of them; but even the good ones need some help to
                              structure there own performance.

                              In this section we have a selection of courses that provide skills training with
                              structure, advice and guidance that enables Manager’s to confidently approach
                              improving their skills.

                              The courses are as follows:

                                   •   Effective Management Skills
                                   •   Activity Planning
                                   •   Recruiting – Building the Right Team
                                   •   Staff Development Appraisals
                                   •   IT Cost Recovery
                                   •   Customer Perception Management Scorecards
                                   •   Business Management Scorecards




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11.1    Effective Management Skills

Course Description
This course is of benefit to first time managers and supervisors and those who have been in the role for some time but
without formal training. There are three sections. The role itself, motivating people and the skills a manager needs.

Topics include:
The manager role
    • First line and first time management (+Group exercise)
    • Management styles - effective and damaging
    • Build a consistent style to achieve results - from you and your team
    • Your personality profile - (+one-to-one appraisal)
Motivating the team
    • Motivation - theory and practice
    • Interpersonal relationships (+Group exercise)
    • How quality is an issue and needs to be managed
    • Dealing with problems and problem people (+Role play exercise)
Management skills
    • Planning
            o Defining the task
            o Setting objectives and standards (+Group exercise)
    • Appraisals and personal development plans - training for success
    • Reporting and writing techniques (+ Personal and group exercises)
    • Managing successful meetings (+Group exercise)
    • Presentation techniques - tips and techniques (+Personal exercise)
    • Training and coaching - tips techniques and a little practice (+Personal exercise)
    • Managing time - you and your team (+Group exercise)
    • Solving problems and making decisions (+Group exercises)
            o As a team and as individuals
            o Lateral and linear thinking
            o Techniques and planning
            o Making decisions
    • Disciplinary meetings (+Personal exercise)
            o Getting the evidence
            o Finding the way forward

Duration: 5 Days                             Price: Please contact us for a quick quote.




                                                      - Page 54 -
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11.2    Recruiting – Building the Right Team

Course Description
This course is essential for all managers responsible for recruiting new team members. These days the cost of
making recruitment mistakes runs into tens of thousands of pounds – to say nothing of the disruption to the team
and team objectives.
Target Audience: Managers who are responsible for their own recruitment or who conduct or plan recruiting
programmes and interviews. The course is also important for managers who plan, conduct or feed into induction
programmes.

Topics include:
   • Understanding the need - justifying headcount
   • Building the job profile
   • Building the person profile
   • The supporting role of aptitude tests
   • Personality profiles - interviewing aid
   • Interviewing and Short-listing
   • Induction planning
   • Personal development planning interview

Duration: 1 Day                             Price: Please contact us for a quick quote.

11.3    Activity Planning

Course Description
This course reflects the need for managers to be driven by objectives rather than tasks. The ability to manage
routine tasks with unplanned events without losing control is crucial to personal success in IT today.

This course is aimed at busy managers and their teams to introduce techniques for building an effective personal
planning environment that emphasises flexibility.

This is especially relevant to those who have to be reactive yet need to keep control of planned events like project
phases and routine events.

The day centres round an intensive role-play exercise that emphasises the need to plan with flexibility in mind.

Target audience: Managers, supervisors and team leaders in particular but also anyone who needs to proactively
plan and schedule tasks and activity to achieve their business goals.

Topics include:
   • Building an activity profile
   • Selective task planning
   • Building a flexible routine plan
   • Understanding key result profiles
   • Dealing with difficult situations
   • Building an activity management system

Duration: 1 Day                             Price: Please contact us for a quick quote.




                                                      - Page 55 -
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11.4    Development Appraisals

Course Description
This course is in many ways a continuation of the "Recruiting - getting the right people into the team" course. It is
for managers and supervisors, who have to manage, appraise and develop staff to achieve business and
advancement potential.

By separating development appraisal from bonus/salary interviews the manager may concentrate on achievement
and motivation issues.

Target audience: Managers and supervisors who plan and conduct appraisal and development interviews. The
programme supports the IIP guidelines.

Topics include:
   • Building a Personal Objectives plan
   • Develop a Knowledge and Skills profile for each job/role
   • Preparing for the Appraisal Interview
   • Conducting the interview - the way forward
   • Agreeing the personal Development plans
   • Understanding development objectives
   • Feedback into induction plans

Duration: 1 Day                             Price: Please contact us for a quick quote.

11.5    IT Cost Recovery – Building Policy

Course Description
Target audience: Senior IT management responsible for implementing cost management and cost recovery
projects.

Topics include:
   • Cost management first
   • Making a business case – pros and cons
   • Understanding standard costs and building budgets
   • Understanding business transactions
   • Building a recharge policy – the perception of fairness and value for money
   • Service level agreements – the vital link
   • Capturing costs against platforms and services
   • The Cost Recovery ‘engine’
   • The way forward

Duration: 1 Day                             Price: Please contact us for a quick quote.




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11.6    Customer Perception Management Scorecards

Course Description
This scorecard implementation service includes the training needed for the on-going use and management of the
scorecards. The Perception Management Scorecards will provide:

    •   A new and proactive way of engaging with customers.
    •   An easy to use Scorecard that will provide a quarterly set of measured results to indicate the quality of the
        service delivered and the importance rating as perceived by customers.

Those who would benefit from participating in this implementation include:
Senior Service Managers/Directors and Account Managers. Their customers can also be included in the planning
stages with good effect.

Duration: This service can take your organisation from zero to ready-to-go-live in as little as one month. This will
depend on the number of people participating and their availability.

Deliverables: At the end of the implementation you will have an easy-to-use Scorecard that has been designed
and created for your organisation. Sales and Service Management people will be fully briefed on the benefits and
trained in the on-going use of the Scorecard with their customers.


Duration: Dependent on client               Price: Please contact us for a quick quote




                                                      - Page 57 -
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11.7    Business Performance Management Scorecards

Course Description
For those who consider themselves to be, or want to be, a strategic manager then this course provides a practical
insight in how and why to deploy effective scorecards. This course will enable delegates to:

    •   Articulate the common business performance problems and how the scorecard can help to resolve them.
    •   Establish an effective structure for business performance management.

Topics Include:
   • Introductions and course objectives
   • Business Performance Management
           - Common problems and desired results
           - Terminology definitions
   • What are Balanced Scorecards and why are they used?
           - Background, aims and terminology
           - Destination statements – 3G scorecards
   • Establish the Framework
           - Corporate mission and strategy
           - What to measure and manage
           - Cascading objectives, measures and targets
   • Implementation approach
           - Rapid deployment through workshops
           - Analysis techniques
           - Customer perception
           - Data population
   • Performance Management
           - Governance
           - Reports, meetings and addressing low performance
           - Communication
   • Scorecard tools
   • Summary and close

Duration: 1 Day                            Price: Please contact us for a quick quote




                                                     - Page 58 -
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12   Soft Skills for IT Professionals


                                        These courses provide basic skill sets for managers and team
                                        members alike with particular emphasis on working within an IT
                                        environment.

                                        They are one day courses (with the exception of Presentation skills
                                        which is a three day event), designed to build and enhance ‘soft’
                                        skills to enable individuals reach new heights in their careers.

                                        The courses in this section are:

                                            •   Being Assertive Under Pressure
                                            •   Winning Words for IT Professionals
                                            •   Presentation Skills for IT Professionals
                                            •   Problem Solving Techniques




                                           - Page 59 -
   Education               Publications           Recruitment              Consultancy         Assessments

12.1    Being Assertive Under Pressure

Course Description
An invaluable course for everyone in the team which pays particular attention to helping delegates build effective
techniques for dealing with difficult situations and people.

Topics include:
   • Under pressure – react or respond?
   • Understanding myself - A personal profile including counselling feedback
   • Negotiating – getting a positive outcome
   • Using question skills to create a positive ‘arena’
   • Difficult people and situations – the TA technique

The personality profile is optional and a qualified occupational psychologist provides feedback.

Duration: 1 Day                               Price: Please contact us for a quick quote.

12.2    Problem Solving – Techniques and Practice

Course Description
Using different thinking and analysis techniques plus project/team management combine to help managers and
support teams get to the causes and thence to the solutions of problems encountered in an IT environment. Short
sessions supported by realistic practical exercises make this a crucial programme for managers and their teams alike.


Topics include:
    •   Relating problems to incidents in an IT environment
    •   Initial analysis –evidence vs. opinion     + case study
    •   Question skills.                           + practical exercise
    •   Logical vs. lateral analysis techniques    + case study exercise
    •   Building the options – the decision
    •   Building the knowledge base
    •   Known problem analysis
Duration: 1 Day                               Price: Please contact us for a quick quote.




                                                       - Page 60 -
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12.3    Winning Words for IT Professionals

Course Description
Composing documents such as reports, emails and business letters which have impact has never been more
important. This course, which has a high practical content, will cover the different types of document as well as the
techniques for building and styling them for maximum effect.


Topics include:
    •   Researching the objectives, material and readership
    •   Building the message – structure and media
    •   Style and content – making an impact – effective wording
    •   Getting support – in the message and ‘behind the scenes’
    •   Different types of document – from email to formal report.


Duration: 1 Day                             Price: Please contact us for a quick quote.




                                                      - Page 61 -
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12.4    Presentation Skills for IT Professionals

Course Description
This is a course for those who have no presentation experience as well as those with no formal training but possibly
some experience of talking to groups.
One of the most practical courses in the portfolio it is designed to build the delegates’ confidence through short
sessions coupled with practical exercises followed by feedback. Delegates will be encouraged to build and develop real
strengths to build confidence through feeling good about themselves and their ability to deliver effective messages.
The course also covers the use of PowerPoint and building graphics and other special effects into an electronic
presentation.
Topics include:
The programme is in three parts.
    •   Building formal and informal presentations.
            o   Developing the ‘story’ through research of presentation objectives, audiences and the subject matter.
            o   Dealing with objections and barriers before the event
            o   An introduction to Microsoft PowerPoint
    •   Delivering the message – giving an effective ‘performance’
            o   Dealing with difficult people and situations
            o   Getting support from your audience.
    •   Managing the event – areas such as admin and venues.


Each delegate will give at least three presentations during the three days which will be videoed onto the delegate’s
personal vhs tape.
Prerequisites: Delegates should bring two presentations with them with a third in outline only. Presentations should
not be longer than 10 or 15 minutes and may be on a Laptop. There will be time to alter and develop the materials
further but not to design from scratch.
The first presentation may be either work or leisure related
The second will be better if it is work related.
The third should be of a ‘persuasive’ nature to gain audience support for a specific objective. This may be on a topic
of the delegate's own choice.


Duration: 3 Days                             Price: Please contact us for a quick quote.




                                                        - Page 62 -
   Education            Publications           Recruitment             Consultancy            Assessments

13      Assessments


                                               For any organisation following the ITIL® route the need for an
                                               independent assessment can prove invaluable, whether to assist in
                                               supporting a business case or simply to provide a baseline as to where
                                               the organisation is starting. Additionally the assessment can provide
                                               verification and / or recommendations as to which disciplines should be
                                               introduced or focussed on first.

                                               The Grey Matters assessments are offered as follows:

                                               ITIL® High-Level Assessment
                                               Over a relatively short period of time via a series of interviews with
                                               staff, suppliers and business representatives, together with reference to
                                               documentation and media a report detailing the maturity of the
                                               organisation is produced. A presentation is also provided back to the
                                               organisation representatives.

                                                Full ITIL® Assessment
Reviewing in depth each of the ITIL disciplines, involving interviews with the process owners, staff, suppliers and
                                       ®


business representatives a complete picture is formed to the maturity of each discipline and suggesting the next steps
to be taken. The assessment is expected to take several weeks to complete, depending on the complexity of the
organisation, involving onsite data gathering prior to report writing and presentation.

ISO/IEC 20000 Assessment
Based upon ITIL® disciplines we are able to offer an assessment, which is beneficial to an organisation considering
adopting ISO/IEC 20000, or have undertaken the necessary work in preparation for the formal ISO/IEC 20000
accreditation. The independent assessment provides to benefits, firstly it assists to ensure nothing has been missed
and secondly, the assessment helps to prepare staff as to what they can expect from the formal assessment. Once
again a report is provided to advise of strong and weak areas.

For the organisation beginning the ITIL® journey we in our experience believe every organisation has ITIL® elements
in place, more often than not they need to be expanded and/or refined.

Due to the varying size and operation of each organisation a price can only be supplied following an understanding of
your business structure.




                                                     - Page 63 -
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14       Recruitment


                                                               The Grey Matters provide professionals with varying
                                                               levels of experience within Service Management and IT
                                                               environments, our services include:

                                                               •       Resource for Permanent Roles

                                                               Our candidates retain experience from all business
                                                               sectors for example Service Management Supplier, Local
                                                               Government, Blue Chip.




Our standard fees based on salary are;
15% up to £50,000
17% £50,001 up to £75,000
20% £75,001 upwards

•       Resource your recruitment requirements with high calibre candidates with relevant industry
     knowledge and expertise.

     •   Our candidates network and database contain individuals who:

         - have varying degrees of experience, ranging from specialist experience in a specific ITIL®
         operational role, through to tactical and strategic placements

         - have a broad breath of experience from operational to head of department

         - hold the ITIL® Foundation and Practitioner certifications through to the ITIL® Managers Certificate, CoBIT, Six
         Sigma, Prince 2 and other qualifications

•                Resource interim management requirements at a fixed fee

Perhaps unique to The Grey Matters but we agree a fee at the start of the contract, if you wish to show your
appreciation for the hard work, performance and capability of our contractor, unlike any other organisation the
contractor will receive the full financial increase - not us.




                                                       - Page 64 -

				
DOCUMENT INFO
Description: Itil Service Catalogue Management document sample