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ITIL Frequently Asked Questions
- What is ITSM (IT Service Management) Training?
- What Will I Learn from Boston University Corporate Education Center's ITSM Training Courses and Certificate Programs?
- Who Needs ITSM Training and Certification?
- What Will ITSM Training Do for My Organization?
- What ITSM Competencies Are Covered by Boston University Corporate Education Center IT Service Management Courses?
(1) What is ITSM (IT Service Management) Training?
Information technology is fundamental to corporate success. IT decisions, like all other business decisions, need to be made on the basis of value contribution. There is only one way to gain traction in these circumstances and that is to apply the collective experience of both IT and business people to the pursuit and execution of a single corporate strategy.
In order to support this new IT/business model, IT needs to transform the traditional Business - IT paradigm from one focused on technological value to one focused on service value. This service provider paradigm encompasses IT best practices using the perspectives of people, process, technology, organization, and integration.
In our experience, representing nearly 100 collective years of real-life IT experience, there are five things required to launch a successful ITSM program:
- Executive Leadership:
Taking the time to understand "why" an ITSM makes sense for the corporation, then aligning responsibility with authority.
- A Framework for Consideration of Activities:
The "what" to consider, if you will. ITIL should be viewed as a descriptive framework that addresses what an IT organization should be doing to align IT with the needs of the business.
- A Framework for Identifying Maturity and Process Capability:
Determining "where and when" to begin and defining the desired end-state. There are numerous Process Maturity Frameworks (PMFs) available, such as CMMI and ITIL PMF.
- A Framework for Quality/Process Improvement:
The "how" of managing quality improvement and project implementation. There are numerous Quality Management Frameworks (QMFs) available, such as Deming PDCA and Lean Six Sigma.
- A Project Management and Training Plan:
Making sure the organization has a project plan and the skills to work the plan.
The Boston University Corporate Education Center Suite of Open itSM Solutions training programs equip your organization with the knowledge and skills to know why you should begin a program, what framework you should choose, where and when to begin, and how to embed a process improvement management methodology into an organization.
(2) What Will I Learn from Boston University Corporate Education Center's ITSM Training Courses and Certificate Programs?
Our hands-on programs involve you from both a "knowing" and "doing"
perspective, letting you learn and practice the what, where, when, and "how to" of ITIL implementation. Our integrated workshops teach you how to apply the knowledge and techniques gained from our lectures into real-world situations. Our unique hands-on approach delivers more than knowledge; it delivers skills.
Hands-on Means:
- Helping Our Students "Crack the ITIL Code"
Our methodology incorporates real-world, practical truths about IT and transforming IT from a technology focus to a service focus. Our hands-on training pro-grams embody the practical experience and guidance you need to succeed at ITIL/ITSM. Our hands-on workshops install the skills you need to solve real issues as soon as you return to work. The result? Training and certification that you can actually use.
- Helping Our Students Learn and Remember More
Our carefully constructed training programs provide the student more time to learn and understand. All programs include practical examples, projects and workshops. Through active participation, the student applies the concepts and knowledge learned in the classroom to a carefully controlled, real-world, problem scenario. This method of training immerses the students in the course content which enables them to learn faster and gain important ITSM skills.
- Helping Our Students Acquire Practical Skills
Our hands-on program involves brief lectures followed by the discussion of real-world examples and scenarios. This method of training makes the program fun and enjoyable. These real-world examples enable you to acquire practical skills that can be quickly integrated into your daily job routines when you return to the office.
- Sharing Our Real-World Experiences
Our instructors are seasoned industry veterans who have been personally involved in creating, implementing, managing, and justifying ITSM/ITIL programs. These real-world experiences, blended into our lectures and workshops, enable you to acquire first-hand knowledge of how to solve most of the complex problems you will encounter on your ITSM/ITIL journey.
(3) Who Needs ITSM Training and Certification?
Senior IT and business executives, IT management and staff, consultants, project managers, and others interested in learning about IT Service Management.
(4) What Will ITSM Training Do for My Organization?
We have assembled a team of experts in IT Service Management (ITSM) best practices to create a set of education and certification solutions built around well-accepted best-practice frameworks, standards, and methods. The Boston University Corporate Education Center Open itSM Solutions training and certification suite equips enterprises with the Do IT Yourself (DITYT) skills to plan, design, implement, and sustain an ITSM Continuous Service Improvement Program (CSIP). The results are dramatic improvements in efficiency, effectiveness, and economy for the enterprise, and an IT organization optimized for cost, quality, and compliance with national and international mandates.
(5) What ITSM Competencies Are Covered by Boston University Corporate Education Center IT Service Management Courses?
When you embark upon a mission to change your organization you want experience, consistency, quality, and rapid results. Our approach is to partner with you to understand your needs, and then recommend a solution based on cross-functional industry best practices for certification of staff, implementation skills training, and executive coaching and advising.
All of our products employ our exclusive Do IT Yourself (DITYSM) staged deployment practice assuring a meaningful, successful initiative.
For Business and IT Executives
Our “How to Succeed with ITIL” program provides your executive team with sound guidance on what it takes to build a successful ITSM program using ITIL and other best practice frameworks.
For IT Planning, Design, Project Management, and Operations
We offer individual or team training workshops and certification services designed to deliver the Do IT Yourself (DITY) skills and guidance to assess, plan, design, implement, and sustain an ITSM CSIP.
Internal IT Training Departments
We offer accredited courseware, exam, and instructor services for internal training departments looking to establish their own ITSM Center of Excellence (CoE).
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