This brand new workshop has been designed and created especially for SDI by Barclay Rae. Barclay is a member of both the lead architect and lead editor teams for ITIL4, a lead contributor to SDI’s Best Practice Standard and an auditor for the Service Desk Certification programme.
This workshop will provide you with an overview of SDI’s Global Best Practice Standard for Service Desk and Service Desk Certification. You will also be walked through ITIL4’s Guiding Principles, Value Streams, Four Dimensions of Service Management and Management Practices.
You’ll also receive practical guidance on how to leverage ITIL4 and Service Desk Certification to create real value for your service organisation.
This is a one-day workshop providing an overview of the Service Desk Certification programme and ITIL4 fundamentals and how they map together, complement one another, and align.
At the end of this workshop, you will have a thorough understanding of:
This workshop would prove useful for, and benefit any IT service professional looking to get to grips with the practical application of ITIL4, looking to gain more knowledge or understanding on how the Service Desk Certification programme can help improve their service delivery, and any IT service professional looking for an introduction to Best Practice.
The day runs from 09:00 – 16:00 with 2 x 15 minute refreshment breaks and 1 x 45 minute lunch break.
Sessions consist of presentation slides, planning resources, planning and analytical exercises as well as group discussions.
This unique workshop can be delivered in-house providing you with a little more flexibility specific to your organisation’s training requirements.
Find out more about our in-house training here or email firstname.lastname@example.org with your requirements and we will design a course to fit your needs and budget.
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