If you work in IT in any capacity or work in a customer service environment, or if you are a strategic business executive, then you will find this course session of worth and value.
This course session comprises of 5 lessons; these FREE downloadable lessons highlight the importance of IT service management (ITSM) in the workplace, along with the importance of ITSM transforming theory into practical business benefit. In today’s modern business world ITSM must ‘walk the talk’ as opposed to just talking the talk!
These 5 lessons comprise of:
ITSM in the Workplace
ITSM and the Modern World
ITSM and the Service Consumer
Adopt and Adapt in terms of implementing ITIL
Qualitatively Assessing Risk.
Presented as voiceover by Trevor Wilson, an approved Axelos®/PeopleCert® accredited ITIL® trainer, who demonstrates a wealth of real life’ ITSM experience in the workplace, who uses analogies and examples for enhanced student understanding. Trevor is a very popular ITIL trainer, particularly in the business sector due to his ability to translate ITIL into real life business context and meaning. Trevor presents each lesson with passion, a sense of worth and with real purpose.
The contents of this course session focus on:
Identifying opportunities for improvement in the workplace based on typical inefficiencies
Adopting modern thinking principles, methodologies, techniques and practices
Defining service outputs, outcomes, value, the band of service visibility and line of service interaction
Typical mistakes made when implementing ITIL best practice principles along with the importance of promoting business context, relevancy and meaning
Who this course is for:
- Company Directors and Business Executives
- IT Service Management Professionals
- Customer Service and IT Support Agents
- Service and Product Managers
- Setting the Scene
- The Modern World
- The Customer Journey
- Implementing ITIL
- Risk Assessment
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