Workshop Objectives | Why choose Ultracomp for Management Training? | Introduction |
| Strategy | Service Management Overview |
| Awareness | Service Management Awareness |
| Education and Qualification | Service Management Essentials.
Service Delivery Service Support Network Services Management Business & Management Skills |
| Implementation | Service Improvement Programme (SIP) Practitioner Workshops |
Background
Ultracomp has been involved in the practical implement-ation of Service Management techniques since 1981. Over thirty of our own consultants are ISEB qualified.
Original
The first, and the longest serving, independent supplier of training leading to the ISEB/EXIN examinations in IT Service Management.
ITIL Guidelines
Ultracomp consultants have been responsible for writing a number of the guidelines on Service Management, from which the ISEB course syllabuses have been produced. This ideally positions Ultracomp to provide training as well as advice and guidance on thes
Pass Rate
Proven course structure and methods that enhance the likelihood of success.
Reference
Ultracomp has trained many of the leading consultancies. Added to this training has been supplied to many major organisations in the public and private sectors.
Personalised Development Programme
Ultracomp provide expert advice in developing the right programme to get the best out of your people, to the benefit of the core business.
Lecturers
Ultracomp has over twelve lecturers who are accredited by the ISEB and have in-depth practical application of experience gained from working with students from numerous business backgrounds. The experience of each lecturer is consolidated through their pr
Residential Courses provide the additional benefit of lecturers being available in the evenings to provide continued advice and guidance.
Each course is staffed by the required number of qualified lecturers as governed by the ISEB.
Course Documentation
The most comprehensive in-house produced documentation available. Developed and refined over the last five years of delivering this training. Regarded as a continual source of reference by students who are implementing Service Management processes.
Mock Examinations
Each course includes mock examinations based on actual papers. Wherever possible the latest available papers are used from the previous examinations. This is backed up by a Revision Day to ensure attendees are fully prepared.
Telephone Assistance
Delegates attending scheduled courses are provided with free telephone advice and guidance for three months as reinforcement to the training received.
Practical Application
Consultancy is available to minimise risks and maximise business benefits when implementing new Service Management processes as part of a Service Improvement Programme.
1-day workshop
Workshop Objectives This 1-day workshop is intended to provide a management level overview of IT Service Management. It will provide a broad look at the importance of the topic and outline the benefits that any organisation might gain. A summary of each of the IT Service Man
The workshop will also explore the role and key performance indicators and how an integrated approach to Service Management can assist in the delivery of best value services in line with business requirements.
Workshop Structure The workshop should open with a session exploring the role of IT in your organisation and how it will be measured. Ideally this should be led by a senior person outside of IT, either at the start of the day or optionally, to allow more discussion time, at
The remainder of the workshop will build on points raised during this opening session and explore how Service Management can assist in the delivery of best value services. Ideally the workshop should be held off-site to avoid interruption from operational
Topics to be covered include:
What is Service Management and why is it important? What benefits can an organisation gain, and what are the dangers of not implementing IT Service Management processes?
Brief description of the history of IT Service Management and its development and influence. Generic coverage of support tools and their importance. Future trends.
What are the key Service Management processes and how can they aid the delivery of IT services which underpin and support core business objectives?
How does the underlying culture add value to the services provided? What are the challenges in implementing a service culture and how might these be addressed?
The strategies available for implementing Service Management and how to choose the right one for your organisation. How to select Service Management Œchampions'. A brief look at the types of implementation projects. Practical advice on implementing a S
PriceThe price of this one-day workshop (maximum eight people) is £1095.00 which includes supporting documentation and lecturer's travelling expenses. VAT is extra.
1-day seminar
Seminar Objectives To increase the awareness of the need for change in service provision and commitment to implementing a Service Management culture. The seminar is equally appropriate to IT and end user staff. It helps to remove barriers and conflict and helps staff to wor
Seminar Structure It is recommended that a short opening session be given by a senior manager within the organisation in order to outline the business environment, the role of IT and to demonstrate management commitment.
Sessions will include:
Introduction
How Service Management can help establish a closer working relationship between IT service providers and internal/external customers in order to provide competitive edge to the core business.
Service Culture
The underlying service culture required to add value to the services provided and to increase both the customers' perception and service revenue.
Service Management Processes
An outline of the key Service Management processes which aid the delivery of cost effective quality IT services in line with core business objectives
Customisation
An element of customisation is possible within the standard price, with further tailoring to meet specific requirements available at an additional cost.
Price The cost of this one-day seminar is £995.00 which includes supporting course documentation and lecturer's expenses. The cost is based on ten people attending. Each additional place is charged at £50.00. VAT is extra.
3-day course
Course Objectives This course is for IT practitioners involved in the delivery of business focused IT services and who require a detailed insight into Service Management practices and procedures. It is also a useful starting point for those considering obtaining the ISEB Foundation and Management Certificates in IT Service Management.
Course Structure The course is assignment based, with a strong emphasis on practical coursework. It is based upon the CCTA's IT Infrastructure Library Service Delivery and Service Support sets. There is particular importance placed upon developing an underlying Œservice c
Course Documentation Comprehensive course documentation is provided including a copy of the ITSMF's ŒIT Service Management' booklet.
Course Contents Topics covered include:
Introduction to Service Management
The importance of Service Management
Service Management disciplines
The need for a service culture
The Help Desk
The purpose and importance of the Help Desk
Help Desk options
Incident management
Service Level Management
What is an SLA and its purpose?
Typical contents
Reporting and reviewing
Problem Management
What is problem management?
Day-to-day and pro-active activities
Configuration Management
Basic principles and terminology
How Configuration Management underpins Service Management
Change Management
The need for change management
Change procedures
The role of the change manager
Software Control & Distribution
Definitive Software Library
Release strategy and control mechanisms
Availability Management and Contingency Planning
Business Impact Analysis
Risk management
The contingency plan
Cost Management
Financial structures
Costing and charging
Budgets and estimates
Capacity Management
The need for Capacity Management
Elements of Capacity Management
Professional QualificationThis course provides the basis for the ISEB/EXIN Foundation Certificate in IT Service Management. Delegates may take the 1 hour examination at the end of the course.
Prices and datesClick here for more information.
A 5-day residential training course
Service Level Management
Planning, negotiating and managing Service Level Agreements: structure, content and wording of typical SLAs; key service items; monitoring and reporting; service reviews and service improvement programme.
Capacity Management
Modelling; building a capacity management database; workload management, application sizing, resource management, work scheduling; performance monitoring and tuning; network modelling and capacity planning.
Contingency Planning
Types of disaster; business impact analysis, risk analysis and management, resilience health-checks; contingency options, creating a disaster recovery plan using a 'proforma'; implementing, testing and reviewing the plan.
Cost Management for IT Services
Cost centres and profit centres; principles and benefits of costing and charging; charging policies; impact on SLAs.
Availability Management
Planning and maintaining high availability systems; recovery of failed systems; meeting service level availability and reliability targets.
Prices and datesClick here for more information.
A 5-day residential training course
Configuration Management
Basic concepts and terminology; configuration breakdown and relationships; building, implementing and managing a configuration management database; using it to manage problems and change, and to facilitate a help desk.
Problem Management
Incidents, problems and known errors -- the lifecycle; problem control and prevention; analysis and targeting techniques; categorisation, priority and severity coding.
Change Management
The problem/change lifecycle; role of the Change Manager and the Change Advisory Board; normal and urgent change procedures; prioritisation, impact and resource assessment, authorisation, scheduling testing and implementing change; back-out plans and change reviews.
Help Desk
First-line incident management; interface between IT and users; help desk options; planning and designing a help desk system; incident logging and escalation, coding systems, diagnostic aids; service quality metrics and reporting; equipment and support products/procedures.
Software Control and Distribution
Storage, control and security of authorised software in both centralised and distributed systems; a definitive software library (DSL) and QA controls; software distribution and implementation; interfaces to a configuration management system.
Prices and datesClick here for more information.
4-day course
Course ObjectivesThe purpose of this course is to bring together guidance and best practice on the important issues of managing and planning networks and network services.
The course is aimed at IT staff involved in the control and management of networks, particularly those who have line management or supervisory responsibilities for network staff and services.
Course StructureThis course includes a high content of practical work and student participation with hands-on involvement in both group and individual exercises.
Course DocumentationComprehensive course documentation is provided including a copy of the IT Infrastructure Library module of the same name ŒNetwork Services Management', written by Colin Rudd of Ultracomp.
Course ContentsThe training course covers the five key areas of responsibility of the Network Services Management function:
Network Services Management
The overall function responsible for the delivery of quality network services.
Network Services Planning
This area of responsibility encompasses the strategic planning processes undertaken prior to the implementation or enhancement of network services.
Network Services Administration
The administration of network services includes the tactical network planning and administration of network equipment and the provision of in-depth technical network support.
Network Services Control
A discussion of the provision of the day-to-day operation and control of the network and network services, and providing the interface between Help Desk and Network Services Administration.
Network Services Project Control
This includes the project management and control of new network services and major network enhancements.
Guidance is also given on the post-implementation procedures required to review the management of network services for effectiveness and efficiency.
Professional QualificationSuccessful candidates will be awarded the Certificate in Network Services Management following a closed book examination.
Prices, dates and examination informationClick here for more information.
5-day course
Course ObjectivesThe purpose of this course is to bring together in one week, guidance and best practice on all the essential business and management skills that an IT professional is most frequently likely to need.
The course is aimed at IT professionals particularly those responsible for the delivery and support of key IT systems who are looking to expand their knowledge and understanding of wider business and management issues.
Course StructureThis course includes a high content of practical work and student participation with hands-on involvement in both group and individual exercises. Video recording and playback are used in a number of the exercises. The guidance offered is set in the contex
Course DocumentationComprehensive course documentation is provided including a copy of the IT Infrastructure Library module of the same name "Business and Management Skills", written by David Wheeldon of Ultracomp.
Course ContentFocus on business issues and the role of management
Team working and building
Motivation skills
Problem solving and decision making
Communication: life-blood of organisations
Report writing and written expression
Presentation skills; preparation and delivery
Interviewing techniques and practice
Negotiating skills and conflict management
Meetings; preparation, execution and administration
Financial issues for IT managers,
appreciation and understanding
Business planning and basic project management
Personal effectiveness and time management
Customer care and developing a service culture
Professional QualificationSuccessful candidates will be awarded the Certificate in Business and Management Skills following an in-course assessment and approval by the ISEB.
Prices and datesClick here for more information.
1-day workshop
Workshop ObjectiveTo provide the IT management team with practical guidance on the design and implementation of a continuous Service Improvement Programme (SIP) aimed at achieving and maintaining best value IT services in line with changing business requirements.
Workshop StructureIdeally the workshop should be held off-site to avoid interruption from operational issues. It commences with a statement of the role of IT in supporting the organisation's core business.
The ISEB accredited Ultracomp consultant will facilitate open and frank discussion during the exploration of the following topics.
The mission and core values of IT
Key performance indicators content and measurement to determine continual improvement and provision of best value services
Key strengths, weaknesses, opportunities and threats and options for addressing weaknesses,threats and exploitation of strengths/opportunities
Prioritising key components of the SIP
SIP Action Group: Members, functions and meetings
Communication of the SIP, both inside and outside of the IT department
Workshop DocumentationAttendees should be familiar with, and have available during the workshop, existing material relating to the mission statements for IT and the company, Core Values, Business Objectives and Strategies plus any statistics relating to the performance and per
BenefitsThe recommendations from the workshop will act as the framework for a Service Improvement Programme. The programme will detail at a high level the key areas where improvements should be made. Action groups identified during the workshop, are tasked with p
It is recommended that an attendee be nominated to document the issues, conclusions and recommendations discussed during the day as the basis for the Service Improvement Programme. This person should be nominated prior to the start of the workshop. Altern
AssessmentTo gain maximum value it is recommended that an in-depth and objective assessment of current service levels be performed as input to this workshop.
PriceThe price of this one-day workshop (maximum ten people) is £1250 which includes cost of delivery and familiarisation of any customer supplied information. VAT is extra. At an additional cost, consultancy is available to assist with any service assessment, documenting output from the workshop and implemention of the Service Improvement Programme.
1-day workshop(s)
Workshop ObjectiveTo provide IT service staff with guidance including practical hints and tips on the implementation and integration of specific Service Management processes. Ultracomp provide a number of on-site workshops, which can be tailored to reflect your individual
Workshop StructureThese workshops are delivered by ISEB accredited consultants who have many years of in-depth practical experience of implementing Service Management solutions.
Topics Covered IncludeBusiness Planning
Service Culture/Customer Care
Service Level Management
Capacity Management
Business Continuity
Availability Management
Charging and Cost Management
Help/Service Desk
Problem Management
Change Management
Configuration/Asset Management
Software Control and Distribution
Account Management
Service Improvement Programmes
Marketing IT Services
PriceThe price of each 1 day workshop is £995 which can cover one or more Service Management topics. This includes supporting documentation and expenses for the lecturer. VAT is extra. The price is based on up to ten people attending. Each additional place is
ImplementationTo reinforce the training and assist with the practical implementation and integration of the Service Management processes, Ultracomp provide implementation consultancy covering:
Production and implementation of a Service Improvement Programme
Project management
Process design, implementation and integration
Continual performance assessment
Enquiries and Booking DetailsFor more information on any of the above workshops and implementation consultancy, contact Ultracomp's Training Administration Department on 0118 973 2222
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