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Learn more about our expanded ITSM curriculum
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News


» Read about our exciting new ITSM / ITIL HP Race to Results Service Management Simulation

» HP expands its leadership position in ITSM / ITIL


New courses

» Service Value Management (SVM) Essentials

Take your service portfolio management capability to the next level! This 1-day course provides an overview of the fundamental components of IT Service Value Management™, Business Service Management, underlying best practices, related business drivers, and required steps to successfully prioritize projects, allocate resources, and effectively communicate business value with Service Value Modeling™.
 

» ITIL SME by the Hour

Our ITIL/ITSM training clients frequently ask if our experienced ITIL Expert instructors can stay on after a classroom delivery, as a Subject Matter Expert (SME), to do some of the work in specific IT Service improvement projects. After all, we’ve spent high-quality time in the classroom getting to know our clients’ IT Service objectives and challenges. Our ITIL SME by the Hour offering gives you access to one of the finest ITIL/ITSM instructor/consultant teams around, ready to help you with your service improvement projects.
 

» ITIL V3 for executives

This 4-hour ITIL (IT Infrastructure Library) overview for executives provides a general overview of the IT Service Management (ITSM) lifecycle based on Version 3 of the IT Infrastructure Library (ITIL), Service Management disciplines, the benefits and justification, and surrounding management issues.
 

» ITIL V3 Foundation for IT Service Management (with Case Study)

This 3-day course introduces the fundamentals of IT Service Management (ITSM) based on Version 3 of the IT Infrastructure Library (ITIL). It describes the key concepts, processes, functions and roles of the ITIL service lifecycle. The course is made up of lectures and practical assignments, which provide an interactive learning experience. This results in good awareness and comprehension of the main aspects of ITIL. The course prepares attendees for the ITIL V3 Foundation Certificate examination.

 

» ITIL Practitioner Bridge: IPPI-to-PP&O

New Practitioner Bridge Course exclusively from HP! Extend your ITIL Practitioner Plan and Improve knowledge with how it fits into the ITIL v3 life cycle and processes.

 

» ITIL Practitioner Bridge: IPRC-to-RC&V

New Practitioner Bridge Course exclusively from HP! Extend your ITIL Practitioner Release and Control knowledge with how it fits into the ITIL v3 life cycle and processes.

 

» ITIL Practitioner Bridge: IPSR-to-OS&A

New Practitioner Bridge Course exclusively from HP! Extend your ITIL Practitioner Support and Restore knowledge with how it fits into the ITIL v3 life cycle and processes.
 

» ITIL v3 Managing Across the Lifecycle

The ITIL v3 capstone course for achieving ITIL Expert certification! Learn how to pull together all aspects of the ITIL v3 life cycle for comprehensive implementation.

 

» ITIL v3 Continual Service Improvement

The ITIL v3 capstone course for achieving ITIL Expert certification! Learn how to pull together all aspects of the ITIL v3 life cycle for comprehensive implementation.
 

» ITIL v3 Service Design

The ITIL v3 capstone course for achieving ITIL Expert certification! Learn how to pull together all aspects of the ITIL v3 life cycle for comprehensive implementation.

 

» ITIL Service Strategy

This 3 day course offers training towards a free-standing Service Strategy qualification, but is also one of the Lifecycle modules leading to the ITIL Expert qualification. The course covers all aspects of Service Strategy and is based upon the ITIL v3 core book of the same name.
 

» ITIL v3 Planning, Protection and Optimization

The ITIL v3 capstone course for achieving ITIL Expert certification! Learn how to pull together all aspects of the ITIL v3 life cycle for comprehensive implementation.

 

» ITIL® v3 Service Offerings and Agreements

This 5-day course explains the terminology, processes, roles, functions and activities relating to the Service Design phase of the IT Service Management Lifecycle, based on Version 3 of the IT Infrastructure Library (ITIL). It is one of four “Service Capability” Modules, which are role-based. They offer participants a balanced knowledge of ITIL best practices. The Service Capability series will be of interest to participants who wish to be certified to a deep-level of understanding of ITIL V3 with the primary focus on the process activities and execution throughout the Service Lifecycle.
 

» ITIL Managers Exam: Tips and techniques for planning, studying for, and taking the exam

New ITIL Manager Exam Prep Course!  Set yourself up with a solid study plan and expert tools and techniques for preparing for and taking the Service Support and Service Delivery exams.

 

» Service Transition (ITIL V3)

This course covers the Service Transition component of the ITIL V3 life cycle, including managing changes in a controlled and consistent manner with minimum disruption, Service Asset and Configuration Management, managing Service Release and Deployment, Service validation and Testing, evaluating performance vs. expectations, enabling informed decision making with a Service Management Knowledge System (SKMS). The course also covers the fundamental aspects of communication and stakeholder management, organizational factors, and the use of underpinning tools and technologies.

NOTE: Students must be able to provide proof of ITIL V3 Foundation certification or ITIL V2 Practitioner certification in order to take the exam offered as part of this course.

 

» Release, Control and Validation (ITIL V3)

This 5 day course provides in-depth coverage of the processes and tools that support the transition of services and service components. In scope processes are Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Service Evaluation and Knowledge Management. Implementation and technology considerations are discussed in depth.

 

» ITIL V3 Operational Support and Analysis

This 5-day course explains the terminology, processes, roles, functions and activities relating to the Service Operation phase of the IT Service Management Lifecycle, based on Version 3 of the IT Infrastructure Library (ITIL). It is one of four “Service Capability” Modules, which are role-based. They offer participants a balanced knowledge of ITIL best practices. The Service Capability series will be of interest to participants who wish to be certified in a deep-level of understanding of ITIL V3 with the primary focus on the process activities and execution throughout the Service Lifecycle.
 

» Service Operation (ITIL V3)

Intended for those involved in or requiring a deep understanding of Event Management and monitoring, Incident Management and service restoration, Request Fulfillment, Problem Management and root cause analysis, Access Management. The course also covers the fundamental aspects of communication and stakeholder management, organization of Service Desk, Technical Management, and Application Management, and the use of underpinning tools and technologies.

NOTE: Students must be able to provide proof of ITIL V3 Foundation certification or ITIL V2 Practitioner certification in order to take the exam offered as part of this course.

 

» ITIL V3 Managers Bridge

This 4-day course provides a management-level update on ITIL v3. It covers the components that are new to ITIL v3, and the significant differences between v2 & v3 in terms of concepts, processes, roles, and functions, and the relationships between resources, capabilities, processes and lifecycle phases.
 

» ITIL Practitioner plan and improve (capacity, availability, and continuity management)

Practical techniques in implementing the ITIL disciplines to support the Plan and Improve phase of the IT service lifecycle, enabling you to develop, implement and manage IPPI processes in your own organizations. Be able to translate your capacity, availability and continuity requirements into business-cases for the procurement and implementation of any specific equipment or services, propose an IT infrastructure design, and determine whether the characteristics of IT components or service contracts conform to an organization’s requirements. This 5 day course is 40% theory and 60% hands-on.
 

» Race to results Service Management Simulation (ITIL V3 based)

The HP Race to Results Service Management simulation is an exciting and interactive workshop where participants experience the business benefits that Service Management (SM) can bring to their organizations. Set in the context of the “high octane” world of motor racing, the simulation is a 1-day program that provides participants with a high-level overview of SM. By applying ITIL lifecycle concepts, processes and culture of SM, participants aim to win the Championship through increased SM organizational maturity that leads to dramatic increases in business and race performance.
 

» Race to results Service Management Simulation – ½ day (ITIL V3 based)

The HP Race to Results Service Management simulation is an exciting and interactive workshop where participants experience the business benefits that Service Management (SM) can bring to their organizations. Set in the context of the “high octane” world of motor racing, the simulation is a 1/2 day program that provides participants with a high-level overview of SM. By applying ITIL lifecycle concepts, processes and culture of SM, participants aim to win the Championship through increased SM organizational maturity that leads to dramatic increases in business and race performance.
 

» ITIL V3 for executives

This 4-hour ITIL (IT Infrastructure Library) overview for executives provides a general overview of the IT Service Management (ITSM) lifecycle based on Version 3 of the IT Infrastructure Library (ITIL), Service Management disciplines, the benefits and justification, and surrounding management issues.
 

» ITIL V3 Service Management awareness

This 1-day course provides an introduction to IT Service Management and incorporates some “hands on” learning utilizing HP’s industry leading Race to Results Service Management Simulation. The Service Management Awareness Seminar provides a general overview of the IT Service Management (ITSM) lifecycle based on Version 3 of the IT Infrastructure Library (ITIL). Service Management disciplines, the benefits and justification. This course is ideal for staff who might be involved in the periphery of IT Service Management, or those who are new to the topic needing a broad, brief introduction and understanding of the benefits to be gained from implementing Service Management.
 

» ITIL V3 Foundation for IT Service Management (with SM Simulation)

This 3-day course introduces the fundamentals of IT Service Management (ITSM) based on Version 3 of the IT Infrastructure Library (ITIL). It describes the key concepts, processes, functions and roles of the ITIL service lifecycle. The course is made up of lectures and the exciting, hands-on HP Race to Results Service Management Simulation, which provides an interactive learning experience. This results in good awareness and comprehension of the main aspects of ITIL. The course prepares attendees for the ITIL V3 Foundation Certificate examination.

 

» ITIL V3 Foundation Bridge course

This 2-day course introduces the fundamentals of IT Service Management (ITSM) based on Version 3 of the IT Infrastructure Library (ITIL). It describes the key concepts, processes, functions and roles of the ITIL service lifecycle and highlights the main differences between ITIL V2 and V3. The course is made up of lectures and practical assignments, which provide an interactive learning experience. This results in good awareness and comprehension of the main aspects of ITIL V3. The course prepares attendees for the ITIL V3 Foundation Bridge Certificate examination.

NOTE: This course includes a 30-minute 20-question multiple choice exam.

For classroom based sessions, the certification exam will be administered at 1:30pm on the second day of class. Students should make travel plans accordingly.

For RAIL sessions, students will need to register for the exam and travel to an approved site in the local area to take the proctored exam if desired. The exam price is included in the price of the Remote RAIL session. Click HERE for information on how to register and to see a list of pre-approved exam locations across the US.
 

» HP Ed ITIL Version 3 overview training

This is a 4 hour training course to provide an overview of ITIL v.3 and the differences to ITIL v.2.
 

» ITIL Practitioner: agree and define (service level and financial management)

This 5-day course focuses on the implementation and management of the Service Level Management and Financial Management for IT Services processes in the Agree and Define phase of the IT service lifecycle. Practical insights will be shared to achieve success through appropriate Service definitions, negotiating Service Level Agreements (SLAs) and supporting Operational Level Agreement and Underpinning Contracts. The course will show the links between SLAs and the cost of delivering IT services using budgeting, accounting and charging. This course is 30 percent theory and 70 percent hands-on.
 

» Managing organizational change

This course will teach the participants how to create a methodology to manage transitional and transformational organizational changes, achieve adoption of the change, move forward as staff internalize what has changed and how to move from the current state to the future state, execute Stakeholder Management and maintain effective Sponsorship and Leadership by applying best practices, analyze “as is” and “to be” states, design transformation and communication, and facilitate implementation of change and manage its internalization. This three-day course is 50% lecture and 50% hands-on.
 

» ITIL Practitioner - capacity management

This course offers practical techniques on how you can implement Capacity Management in an organization. It teaches the skills you need to provide the right volumes of capacity to comply with the performance agreed on within SLAs. This 3-day course is 40 percent theory and 60 percent hands-on.
 

» COBIT Foundation

This 2-day course addresses the benefits of a sound IT Governance framework and explains how this can be realized using the best practice framework COBIT. The elements of the COBIT framework are explained using case studies and interactive presentations. An exam preparation module is included in the course preparing participants to take on the COBIT Foundation Exam.
 

» Implementing IT service management

This course addresses the challenges confronting countless people who have learned the ITIL theory and are now faced with the reality of implementing what they have learned. It is based on the extensive experience of senior ITSM / ITIL professionals, who have implemented Service Management processes, tools and education programs for both the private and public sector. This 3-day course will cover the entire implementation lifecycle, as outlined in ITIL and proven in numerous ITSM / ITIL projects.
 

» ISO/IEC 20000 consultants

This 3-day course gives a broad overview of the ISO/IEC 20000 IT Service Management standard educates attendees in how to scope and prepare for formal certification process. It includes guidance on the itSMF ISO/IEC 20000 Certification Scheme, a detailed look at parts 1 and 2 of the standard, scoping guidelines, implementation considerations, preparing for an audit, and the role of the Registered Certified Body (RCB). The course includes the formal itSMF ISO/IEC 20000 Consultants Examination.

» IT Governance

This 1-day course provides an introduction to IT Governance, and examines the need, value and benefits of governance to any IT organization. The course reviews IT governance drivers in the marketplace outlining the history and background of each. It includes a comparison of the available methodologies and their content and offers guidance on how and when each might be best used. Attendees should have a basic understanding of ITIL (IT Infrastructure Library), but regardless, ITIL will be briefly described and used as a baseline against which other methodologies are compared and contrasted.

» ITIL Practitioner - service level management (with exam)

This course helps you understand the underlying conditions for good Service Level Agreements. A Service Level Agreement is a contract between an IT organization and a customer (organization) which describes the IT services to be delivered. You learn how to prepare, maintain, and negotiate Service Level Agreements with a customer. The 3-day course is 70 percent lecture and 30 percent hands-on.
A certification exam is included at the completion of the course.

» ITIL Practitioner - problem management

This course teaches participants how various functions of Problem Management can be brought into line with one another. Problem Management investigates reactively and proactively the underlying problems of malfunction. Both processes contribute to an increase in availability and the quality of IT services. This 3-day course is 30 percent lecture and 70 percent hands-on.
Certification exam is included at the completion of the course.

» ITIL Practitioner - service desk and incident management

This course teaches you how to organize an effective Service Desk aimed at managing customer relations and dealing with incidents. The course goes into the Incident Management Process and will give you the differences between the Service Desk as an organizational unit and the Incident Management Process. The 3-day course is 30 percent lecture and 70 percent hands-on.
Certification exam is included at the completion of the course.

» HP high performance ITSM / ITIL simulation - 1/2 day workshop

This half-day version of our HP High Performance ITSM / ITIL simulation is an exciting, high energy and fun event that provides participants a taste of the business benefits that IT Service Management (ITSM / ITIL) can bring to their organizations. Set in the context of the “high octane” world of motor racing, the simulation is designed to provide participants with a basic outline of ITSM / ITIL. By applying the processes of ITSM / ITIL, participants aim to win the Championship through improvements in ITSM / ITIL maturity that lead to increases in business and race performance.

» HP high performance ITSM / ITIL simulation

The HP High Performance ITSM / ITIL simulation is an exciting, high energy and fun event that lets participants understand and experience the business benefits that IT Service Management (ITSM / ITIL) can bring to their organizations. Set in the context of the "high octane" world of motor racing, the simulation is a 1-day program that is designed to give participants a high-level overview of ITSM / ITIL. By applying the processes and culture of ITSM / ITIL, participants aim to win the Championship through increased ITSM / ITIL organizational maturity that leads to dramatic increases in business and race performance.

» Manager's course in IT Service Management:
Service Delivery

This 5-day course is based on the Service Management model described in the IT Infrastructure Library (ITIL). The course uses experiential education methods to build individual knowledge and skills within a group context. Students work through the theory interactively in classroom discussions and small groups, and make extensive use of case studies and practical exercises. The course includes course projects designed to facilitate understanding of the material and how it can be applied in a practical situation. The course is designed to be taken with the course in IT Service Support.

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