ITIL How to Develop, Define and Implement a CMDBITILCMDBITIL How to Develop, Define and Implement a CMDB<p>This 2-day workshop will introduce Service Asset and Configuration Management process and its importance to the success of ITSM program in an organization. Also, it will discuss:</p><ul><li>The process activities</li><li>The tools and technology that should support the process and the considerations that should be taken when choosing such tools</li><li>How to manage the process, verify the integrity of the information and improve the process maturity over time.</li></ul>http://springhouse.com/course-catalog/ITILCMDB12/23/2016 8:57:15 PM0884aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalsec324e7dd-544f-e611-aa97-00155d0a1406
ITIL AwarenessITIL-300ITIL Awareness<p>​The Information Technology Infrastructure Library (ITIL)® is a set of best practices that may be used mto deliver high quality IT services. ITIL’s body of knowledge represent the consensus derived from over a decade of work and experience by thousands of IT professionals world-wide, earning for it the status as de facto world standard for IT service management best practices.</p><p>ITIL 2011 is the latest evolution of ITIL. ITIL Awareness is an important first step when beginning to consider the implementation of ITIL and an effective, efficient component of an ITIL implementation program.</p><p>ITIL® is a registered trade mark of AXELOS Limited.</p>http://springhouse.com/course-catalog/ITIL-30012/23/2016 8:57:15 PM0853aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalseb75823b8-544f-e611-aa97-00155d0a1406
ITIL® OverviewITSMA-ITILITIL® Overview<p>​ITIL Overview is effective in both introducing the IT Infrastructure Library® (ITIL®) and IT Service Management (ITSM) Best Practices. The goal of this course is to promote awareness, seek buy-in and introduce a shared vocabulary. The Workshop is comprehensive enough that staff who don't require Foundation training will receive the most important fundamental concepts and terminology.</p>http://springhouse.com/course-catalog/ITSMA-ITIL12/23/2016 8:55:26 PM03821aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse6fc3bd66-a9e2-e311-b196-00155d00bf00
ITIL® Foundation CourseITSM-FC-ITILITIL® Foundation Course<p>Our most popular Accredited IT Infrastructure Library® (ITIL) Training class, this accredited course includes ITSM Academy's unique Living the Lifecycle exercise, I am the Incident™. This exercise uses simulation to help learners understand the purpose of and relationships between key ITIL processes. Also included are memory exercises and study aids, designed to reinforce key vocabulary and concepts and familiarize learners with the exam question style. They include: fill in the blank, matching, and exam prep questions, along with a 'just-for-fun' crossword puzzle. Some are completed as interactive in-class exercises and some are utilized as homework.</p><p>This ITIL Foundation course journey is a two and-one-half (2.5) day through the five (5) stages of the ITIL® Lifecycle.</p><ul><li>Service Strategy </li><li>Service Design </li><li>Service Transition </li><li>Service Operation </li><li>Continual Service Improvement </li></ul><p>This course covers all material specified in The ITIL Foundation Certificate in IT Service Management Syllabus and prepares attendees to successfully achieve their Foundation certification. The independent exam is administered on the third afternoon. </p>http://springhouse.com/course-catalog/ITSM-FC-ITIL12/23/2016 8:55:25 PM03027aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse35df59a8-eae1-e311-97ab-00155d00bf00
ITIL® Lifecycle Course - Service StrategyITSMA-SSITIL® Lifecycle Course - Service Strategy<p>​Service Strategy class is the axis upon which the other stages of the IT Lifecycle are based. It is in this stage that the high-level strategic value of each service is considered and weighed against other existing and proposed services. Based on the Service Strategy publication of the ITIL core library, this three (3) day instructor-led course focuses on designing, developing, and implementing service management, not only as an organizational capability but also as a strategic asset. Course focusing on Strategy principles such as:</p><ul><li>Value Creation </li><li>Service Assets </li><li>Service Provider Types </li><li>Service Structures </li><li>Fundamentals </li></ul><p>Embedded into this course is our unique virtualization, Living the Lifecycle®. Within a virtual business environment, we introduce a service and then follow it from strategic decision through implementation. Living the Lifecycle successfully en-ables active learning by encouraging the participants to:</p><ul><li>Discuss and understand pure ITIL concepts </li><li>Apply concepts to a "neutral" real world situation </li><li>Learn different perspectives </li><li>Reinforce examinable concepts </li></ul>http://springhouse.com/course-catalog/ITSMA-SS12/23/2016 8:55:25 PM03030aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse39d85cad-a4e2-e311-b196-00155d00bf00
ITIL® Lifecycle Course - Service DesignITSMA-SDITIL® Lifecycle Course - Service Design<p>This three (3) day instructor-led Service Design course brings the output of Service Strategy to life by designing new or changed services that satisfy business objectives and are secure, resilient and reliable. Based on the Service Design publication of the ITIL® library, our course focuses on the planning, implementing and optimizing of Service Design processes, plans, policies and standards that will be ultimately be used to transition and operate the service in the production environment.</p><p>Embedded into the Service Design course is our unique virtualization, Living the Lifecycle®. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation.</p><p>This virtualization successfully enables active learning by encouraging the participants to:</p><ul><li>Discuss and understand pure ITIL concepts </li><li>Apply concepts to a "neutral" real world situation </li><li>Learn different perspectives </li><li>Reinforce examinable concepts </li></ul>http://springhouse.com/course-catalog/ITSMA-SD12/23/2016 8:55:25 PM03269aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse132910f6-a5e2-e311-b196-00155d00bf00
ITIL® Lifecycle Course - Service TransitionITSMA-STITIL® Lifecycle Course - Service Transition<p>​The difference between a successful and failed IT Service often lies in the quality of its transition from the development to the production environment. Based on the Service Transition publication of the ITIL core library, this course focuses on the planning, implementing and optimizing of the processes and structure of the Service Transition stage of the IT Service Lifecycle®.</p><p>Embedded into this course is an unique virtualization, Living the Lifecycle®. Within a virtual business environment, we introduce a service and then follow it from strategic decision through implementation.</p><p>Living the Lifecycle successfully enables active learning by encouraging the participants to:</p><ul><li>Discuss and understand pure ITIL concepts </li><li>Apply concepts to a "neutral" real world situation </li><li>Learn different perspectives </li><li>Reinforce examinable concepts </li></ul>http://springhouse.com/course-catalog/ITSMA-ST12/23/2016 8:55:25 PM03031aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalseaa5f7a84-a5e2-e311-b196-00155d00bf00
ITIL® Lifecycle Course - Service OperationITSMA-SOITIL® Lifecycle Course - Service Operation<p>​The constant barrage of new technologies and ever evolving business requirements demands an updated approach to IT Service Operation.</p><p>Based on the Service Operation publication of the ITIL® core library, this three (3) day instructor-led course provides best-practice advice and guidance on all aspects of managing the day-to-day operation of an organization's IT Services. It covers issues relating to the people, processes, technology and relationships necessary to ensure the high-quality, cost-effective provision of IT service necessary to meet - and exceed - business needs.</p><p>Embedded into this course is our unique virtualization, Living the Lifecycle® which successfully enables active learning by encouraging the participants to:</p><ul><li>Discuss and understand pure ITIL concepts </li><li>Apply concepts to a "neutral" real world situation </li><li>Learn different perspectives </li><li>Reinforce examinable concepts </li></ul>http://springhouse.com/course-catalog/ITSMA-SO12/23/2016 8:55:26 PM03733aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse1585f4a4-a8e2-e311-b196-00155d00bf00
ITIL® Lifecycle Course - Continual Service Improvement (CSI)ITSMA-CSIITIL® Lifecycle Course - Continual Service Improvement (CSI)<p>The ITIL Intermediate Qualification: Continual Service Improvement Certificate is part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate.</p><p>This 3-day course covers the management and control of the activities and techniques within the Continual Service Improvement ("CSI") stage. Successful implementation of CSI best practices enables IT departments to create and maintain value for customers through better design, introduction and operation of services. Students will learn how to plan, implement and optimize the Continual Service Improvement processes and gain the knowledge required to take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam.</p>http://springhouse.com/course-catalog/ITSMA-CSI12/23/2016 8:54:55 PM0136aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse96828111-283c-df11-83e9-00155d00bf00
ITIL® Capability Course - Service Offerings and AgreementsITSMA-SOAITIL® Capability Course - Service Offerings and Agreements<p>The primary goal of IT Service Management (ITSM) is to deliver quality IT services that enable desired business outcomes. To do this, service providers perform a precarious balancing act. They must build and maintain customer relationships, manage demand and patterns of business activities and align internal and external suppliers, all while maintaining fiscal responsibility and making sound IT investments. This (5) five-day ITIL Capability Course - Service Offerings and Agreements (SOA) - provides best practice process knowledge required to navigate these waters into the safe harbor of customer satisfaction and continual service improvement.</p><p>Embedded into this course is our unique virtualization, Living the Lifecycle®. Within a virtual business environment, we introduce a service and then follow it from strategic decision through implementation. Living the Lifecycle successfully enables active learning by encouraging the participants to:</p><ul><li>Discuss and understand pure ITIL concepts </li><li>Apply concepts to a "neutral" real world situation </li><li>Learn different perspectives </li><li>Reinforce examinable concepts </li></ul>http://springhouse.com/course-catalog/ITSMA-SOA12/23/2016 8:55:25 PM03274aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse97d19954-a7e2-e311-b196-00155d00bf00
Service Catalog WorkshopITSMA-SCWService Catalog Workshop<p>​The vision and purpose of effective IT service management (ITSM) is to efficiently develop, operate and deliver services with value and alignment to the business.  In order to successfully manage customer services, they must be defined and documented, including the associated costs.</p><p style="text-align:left;"><strong>Building your Service Catalog </strong>is a four (4) hour instructor-led, non-certification workshop designed to assist organizations through the difficult journey of service modeling.</p><p style="text-align:left;">This course provides a great opportunity for facilitated discussions about service definitions, the difference between business and technical services and the form and format of an organization's Service Catalog.  The course materials, exercises and discussion provide learners with a solid starting point and the imperative skills to continue defining their services and building their catalog.</p>http://springhouse.com/course-catalog/ITSMA-SCW12/23/2016 8:55:26 PM03984aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse2902ed8b-a9e2-e311-b196-00155d00bf00
ITIL® Capability Course RCV - Release, Control and ValidationITSMA-RCVITIL® Capability Course RCV - Release, Control and Validation<p>​In today's dynamic business climate, service outages cause real bottom line impact to the business. Mature ITIL® RCV - Release, Control and Validation - processes are critical in enabling IT organizations to smoothly transition new and changed services into production, helping to ensure stability for IT and the Business. This (5) five-day RCV course provides the best practice knowledge required to build, test and deploy successful IT services.</p><p>Embedded into the course is our unique virtualization, Living the Lifecycle®. Within a virtual business environment, we introduce a service and then follow it from strategic decision through implementation. Living the Lifecycle enables active learning by encouraging the participants to:</p><ul><li>Discuss and understand pure ITIL concepts </li><li>Apply concepts to a "neutral" real world situation </li><li>Learn different perspectives </li><li>Reinforce examinable concepts </li></ul>http://springhouse.com/course-catalog/ITSMA-RCV12/23/2016 8:55:25 PM03313aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse13371404-a8e2-e311-b196-00155d00bf00
ITIL® Capability Course - Planning, Protection & OptimizationITSMA-PPOITIL® Capability Course - Planning, Protection & Optimization<p>Would you buy a product or service that did not include some type of warranty? Have you noticed that if the manufacturer/reseller/service provider doesn't explicitly set the expectations, then you will form them for yourself. It is the same with the customers of your IT services. Either IT clearly sets the expectations, or end-users will develop them on their own.</p><p>During the negotiation and acceptance of Service Level Agreements, IT commits that services will meet their customer's requirements for availability, capacity, continuity and security. The (5) five-day ITIL Capability Course - Planning, Protection and Optimization (PPO) provides the best practice knowledge required to cost-effectively plan, deliver and manage the "warranty" processes to ensure that IT services are fit for use.</p><p>Embedded into the course is our unique virtualization, Living the Lifecycle®. Within a virtual business environment, we introduce a service and then follow it from strategic decision through implementation. Living the Lifecycle success-fully enables active learning by encouraging participants to:</p><ul><li>Discuss and understand pure ITIL concepts </li><li>Apply concepts to a "neutral" real world situation </li><li>Learn different perspectives </li><li>Reinforce examinable concepts </li></ul>http://springhouse.com/course-catalog/ITSMA-PPO12/23/2016 8:55:26 PM03317aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalseb0d35754-a8e2-e311-b196-00155d00bf00
ITIL® Capability Course OSA - Operational Support and AnalysisITSMA-OSAITIL® Capability Course OSA - Operational Support and Analysis<p>Long gone are the days where the datacenter was in the basement and the "helpless desk" was a necessary evil. Today, businesses are irreversibly dependent upon their technology, and real dollars are lost when those services are not available. This (5) five-day ITIL Capability Course - Operational Support and Analysis (OSA) - provides the best practice process knowledge required to monitor, deliver and support the IT services required to meet the business' needs, while preventing and reducing the costs of outages and lost productivity.</p><p>Embedded into this course is our unique virtualization, Living the Lifecycle®. Within a virtual business environment, we introduce a service and then follow it from strategic decision through implementation. Living the Lifecycle successfully enables active learning by encouraging the participants to:</p><ul><li>Discuss and understand pure ITIL concepts </li><li>Apply concepts to a "neutral" real world situation </li><li>Learn different perspectives </li><li>Reinforce examinable concepts </li></ul>http://springhouse.com/course-catalog/ITSMA-OSA12/23/2016 8:55:25 PM03312aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse19fef6d4-a7e2-e311-b196-00155d00bf00
ITIL® Managing Across the Lifecycle (MALC)ITSMA-MALCITIL® Managing Across the Lifecycle (MALC)<p>While implementing individual processes may net some immediate gain, it is the integration of all of the service lifecycle stages that delivers true value. Based on all five publications of the ITIL core library, ITSM Academy's class focuses on the planning, implementation and optimization of a cohesive, well-managed and sustainable Service Management program. Topics include business, management and supervisory objectives, purpose, processes, functions and activities, and on the interfaces and interactions between the processes covered in the Service Lifecycle. Course culminates with the MALC certification examination. Successful candidates will receive the designation of ITIL Expert.</p><p>Embedded into the five (5) day Managing Across the Lifecycle (MALC) course is our unique virtualization, Living the Lifecycle®. This virtualization brings concepts and processes to life. Within a virtual business environment, as a group, we introduce a service and then follow it from strategic decision through implementation.</p><p>This virtualization successfully enables active learning by encouraging the participants to:</p><ul><li>Discuss and understand pure ITIL concepts </li><li>Apply concepts to a "neutral" real world situation </li><li>Learn different perspectives </li><li>Reinforce examinable concepts </li></ul>http://springhouse.com/course-catalog/ITSMA-MALC12/23/2016 8:55:26 PM03813aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse0f3a2d24-a9e2-e311-b196-00155d00bf00

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