| Building an Effective IT Service Catalog Training
Course 2-day training course $1,295  |
 |
Overview
The Service Catalog is the recommended starting point for ITIL initiatives since it provides a high level definition of all the services that IT provides. Incorporate this ITIL best practice in your IT service management infrastructure and realize these benefits:
- Begin the cultural shift from a system-oriented perspective to service-oriented perspective
- Build an understanding within IT of how customers perceive the services offered by IT
- Kick-start (or reinvigorate) the process for IT's creation and publication of it's Service Catalog
- Create a foundation for the implementation all of the other ITIL/ITSM processes
This course is based on the best practice guidelines of the ITIL framework and is expanded through our extensive, practical experience in developing IT service catalogs. Learn the importance of an effective service catalog to overall IT Service Management (ITSM) activities and how to create one with the guidance of our experienced ITSM consulants.
Course Prerequisites:
Prior to attending this course, it is highly recommended but not required
that you take the ITIL Foundation Certification course so you will be familiar
with the ITIL terms and theory referenced during the course. For more information
on ITIL v3 Foundation Certification course, please
Who Should Attend:
Future and current Service Level Managers, Account Managers, Service Owners, IT Process Engineers, Business Analysts, IT Project Managers and Consultants and Systems Analysts (anyone involved in a Service Catalog initiative).
Agenda
Service Catalog Concepts
- The importance of the Service Catalog
- Service Level Management, the Service Lifecycle, and the Service Owner role
- The definition of a service
- Adopting the perspective of the internal customer, i.e. end-to-end delivery of the service
- Alignment of I.T. with the business
Service Catalog Design Considerations
- Defining the Customers & Users
- Defining / validating the Services provided
- Structuring the Service Catalog
- Defining "ITIL-ized" Service Descriptions
- Separating Services from Systems / Configuration Items (CIs)
Service Catalog Deployment Considerations
- Validating / identifying key related CIs
- Validating Service scope and conditions
- The critical roles & responsibilites and job descriptions for the service catalog
- How to get people in your company to support the Service Catalog concept to ensure it's successful deployment
Registration
Fees
The per student registration fee for this seminar is $1,295 includes:
- Training
- A sample Service Catalog that you can tailor to your organization
- A tool selection checklist to help you select the most appropriate tools to support your Service Catalog
- A copy of the presentation
- Your services defined, some worked out in detail and a template for those catalog entries.
Class begins at 8:00 AM each day and conclude at 5:00 PM. Dress is business casual.
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| Nov 4-5 | Dallas, TX | Location to be Assigned |
Click here to learn about
,
dates & locations
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative and material fees of $300. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative and material fees of $300, toward any other Resource Center seminar.
In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
Seminar agenda subject to
change.
Call Center Training
ITIL & Help Desk Training
Telecom Training
Help
Desk Books
Call Center
Management
Tech Support Resources
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, &
Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)
Ways to Order
Shipping Options
About Us
Contact Us
