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What ITIL® really provides is a high level framework and clear set of definitions around terminology which is very useful. But what ITIL does not provide is the mechanics and ‘how to’ get from A to B and that’s really where the Kepner-Tregoe process comes in. It helps you to actually manage and execute those processes. Background Kepner-Tregoe, is one of the leading troubleshooting companies in the world with more than half a century of experience in improving process performance for customer service and support. The Kepner-Tregoe problem analysis method is recommended as a best practice in the official ITIL [...]
Find out moreLean IT Foundation helps IT organizations to ensure that they provide their customers with the best possible services. Through understanding customer value, the processes that deliver this value, the way to manage performance, the way to organize and the required attitude and behavior, IT organizations are helped to develop a continuous improvement mindset. Lean IT is complementary to all other best practice methods (such as ITIL®, PRINCE2® and P3O®). This course covers the Foundation level certification of the Lean IT Association. Further Lean IT qualifications are Lean IT Kaizen Lead, Lean IT Coach and Lean IT Leadership. The Lean IT [...]
Find out moreIn today's business climate, customer service training is more important than ever. Helping employees and managers to examine their attitudes about customer service and suggesting ways to boost their customer service performance is essential. Getting people to see the multiple opportunities for improving customer service and retention is an important step in any quality-minded organization. Our workshop “Providing Better Customer Service” is effective with people at all levels, executives and employees alike, because each person is able to identify his or her own service action plan. The workshop is designed to give participants a profile of their customer service strengths [...]
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Companies around the world are migrating their IT strategy from running proprietary purchased software in its own internal data centers to running open source solutions on both the traditional physical footprint and private and public clouds. At the same time the way applications are developed and managed is significantly changing. DASA is an open movement, anyone can participate to help develop the qualifications that professionals require. The qualifications are based on the latest best practices that leading devops practitioner organizations are implementing. The DASA DevOps Fundamentals course is extremely complete, touching all the various components that will help IT teams [...]
Find out moreThe course is aimed at all levels within the organization who want to attain an overview of the elements of the ISO/IEC 20000 standard and the certification process. It is envisaged the delegates would normally have at least a basic understanding of the principles of IT Service Management and a basic understanding of ITIL. Who should attend? Members of any IT organization or IT dependent organization who play a role in quality IT management or have an interest in the ISO/IEC 20000 standard. What should you expect? This course does not provide a professional qualification; although it could be seen [...]
Find out moreFifalde Consulting Inc.’s launch of a 2 1/2-day training for Foundation in IT Service Management according to the new ISO/IEC 20000 certificate provides organizations and individuals with the essential understanding of ISO/IEC 20000 and prepares them for the certification examination. The certificate is supplementary to the ITIL Foundation certificate and both together become the required background for professionals working in the provision of quality IT services. Who should attend? Members of any IT organization or IT dependent organization who hold the ITIL Foundation certification and who play a role in quality IT management or have an interest in the ISO/IEC [...]
Find out moreThe ITIL 4 Bridge training can be valuable for individuals already certified under the previous version. As companies evolve, so do the demands on IT. As such, we are constantly keeping pace with the ever-changing requirements for IT Services. A long awaited update to the best practice guidance of the IT Infrastructure Library was released in the winter of 2019. The ITIL version 4 and now its latest publication provides a holistic approach to managing services and maximizing business efficiencies. Fifalde Consulting Inc.’s ITIL 4 Bridge course is a one-day event that provides learners an introduction to the core concepts [...]
Find out moreThe ITIL 4 Foundation training can be valuable for individuals already certified under the previous version. As companies evolve, so do the demands on IT. As such, we are constantly keeping pace with the ever-changing requirements for IT Services. A long awaited update to the best practice guidance of the IT Infrastructure Library was released in the winter of 2019. The ITIL version 4 and now its latest publication provides a holistic approach to managing services and maximizing business efficiencies. Fifalde Consulting Inc.’s ITIL 4 Foundation course is a two- or three-day event that provides learners an extensive introduction to the [...]
Find out moreA service catalog (or catalogue), as defined in Information Technology Infrastructure Library (ITIL®) Service Design, is a list of services that an organization provides, often to its employees or customers. Each service within the catalog typically includes: A description of the service Timeframes or service level agreement for fulfilling the service Who is entitled to request/view the service Costs (if any) How to fulfil the service Our workshop is designed to not only provide valuable guidance to organizations on how to build a service catalog but also to support organizations in developing their service catalog in line with their specific [...]
Find out moreITIL® is the most widespread and globally used framework for IT Service Management. It has undergone several changes over time since the first version of the late ’80s to the version of the early 2000s, known as ITIL v2. Later ITIL v3 was the term frequently used for the 2007 update, which should be more correctly referred to as ITIL 2007. The last edition of ITIL was published in 2011 and, therefore, is referred to as ITIL 2011. ITIL provides a cohesive set of best practices derived from public and private sectors. ITIL helps IT Service Management providers, whether they are in-house providers or [...]
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