These one or two day seminars provide pragmatic, real-world guidance for students on the practical application of ITIL® principles in their day-to-day jobs. Students will learn how to apply these principals in ways that can add immediate business value to their customers and service delivery organizations. The ‘ITIL® Day in the Life’ training series is complementary to our existing training portfolio of ITIL® Version 3 Foundations and ITIL® Service Management Awareness courses.
These courses are based on the real-world application of IT Service Management (ITSM) based on Version 3 of the IT Infrastructure Library (ITIL®). It takes the attendees through a “Day in the Life” of an Incident, Problem and Change Manager in a complex IT organization. Through a combination of role-playing, instructor- led discussion and theory, attendees will learn the critical skills to be successful in these challenging roles.
Incident Management activities include: Simulated Major Incidents, Escalations, Incident Relationships, Notification, VIP Incidents, etc.
Problem Management activities include: Problem Theory, Problem Analysis and Selection, Monitoring and Control, and interactions with the Change Management process.
Change Management course activities include: RFC Reviews, Change Forecasting, CAB Planning and Execution, and Post Implementation Reviews.