IT Management Training Courses and Classes for ITIL Foundation, Strategic IT Planning and Managing Technical Professionals
ITIL® is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.
ITIL® V3 Overview
ITIL® V3 Overview: Creating a Service Culture
ITIL® V3 Overview: Introduction to the ITIL® V3 Framework
ITIL® V3 Overview: Certification and Benefits
IT Infrastructure Library (ITIL) v3 Foundation Syllabus v4.2
In ITIL Foundations Certification You will learn a practical understanding of the key concepts, principles, processes and functions that enables successful IT
Service Management (ITSM) provision.
IITIL and the Service Lifecycle
Service Strategy Fundamentals
Service Strategy Processes
Service Design Fundamentals
Service Design Processes
Service Transition Processes and Principles
Service
Operation Principles and Functions
Service Operation Processes
Continual Service Improvement Fundamentals
ITIL v3 Intermediate: Operational Support & Analysis
During your training for ITIL v3 Intermediate SO&A you will learn overall concepts, processes, policies and methods associated with the Service Operation phase.
Introduction to Operational Support and Analysis
Introduction to Event Management
Introduction to Incident Management
Incident Management Interactions
Introduction to Request Fulfillment
Request
Fulfillment Process Interfaces and Challenges
Introduction to Problem Management
Problem Management Process Interfaces and Challenges
Introduction to Access Management
Introduction to the Service
Desk
Service Desk Metrics and Outsourcing
Introduction to Functions
Function Activities
Technology and Implementation Considerations
Strategic IT Planning
Setting the Stage for IT Success
Strategic Decision Making
IT Challenges: Present and Future
Strategic IT Planning Simulation
Moving from Technical Professional to Management
Management Development for Technical Professionals
Communication Skills for Successful Management
Process Management Skills
Leadership Development for Technical Professionals
Strategies for
Transitioning into Management
Transitioning From Technical Professional to Management
From Technical Professional to Leadership Simulation
Managing Technical Professionals
Understanding Technical Professionals
Attracting, Motivating, and Retaining Technical Professionals
Models for Managing Technical Professionals
Developing Career Plans for Your Technical
Professionals
Managing Technical Professionals Simulation
Technical Support Agent Skills
The Contact Center and Technical Support Agent
Technical Support Essentials
Assessing Customer Behavior
Technical Support Agent Survival Skills
Technical Support Agent Skills Simulation
Internal Consulting for the Technical Professional
The Technical Professional as Internal Consultant
Creating Effective Contracts
Using Data as a Technical Professional Consultant
Resistance and Technical Professional Consultants
Customer Service Representative, Professionalism
The Customer Service Representative (CSR)
Support Center Services and Work Environment
Team and Customer Relationships
Customer Service Representative, Skills
Customer Interactions
Communication Skills
Conflict, Stress, and Time Management
Customer Service Representative, Process
Customer Service Processes and Procedures
Quality in a Support Center
Support Center Tools, Technologies and Metrics
Dealing with Irrational Customers and Escalating Complaints
Writing Skills for Technical Professionals
Writing for Technical Professionals: Preparation and Planning
Writing for Technical Professionals: Effective Writing Techniques
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