ITIL®

  • FoundationsLifecycle (Intermediate)Capability (Intermediate)Capstone (Expert)
    OrientationService Strategy (SS)Operational Support and Analysis (OSA) Managing Across the Lifecycle (MALC)
    FoundationsService Design (SD)Release Control and Validation (RCV)
    PractitionerService Transition (ST)Service Offerings and Agreements (SOA)
    Service Operation (SO)Planning, Protection and Optimization (PPO)
    Continual Service Improvement (CSI)
  • Today's organizations are becoming ever more reliant on IT to meet and maintain business objectives. ITIL® (the IT Infrastructure Library®) provides guidance on how to effectively build, deploy, support, and improve services to enable your business.  We are an authorized provider of ITIL® integrated learning plans that often begin with executive orientations and culminate with an "ITIL Master®" certification. ITIL Qualification Scheme Diagram 2012 3-22-13ITIL's systematic approach to managing IT services provides benefits such as:
    • Reduced Costs
    • Higher Productivity
    • Improved IT Service Delivery
    • Higher customer Satisfaction
    The Service Lifecycle describes five key aspects of provisioning quality services for your business customers.
    • Service Strategy– How do we maximize the value of our organizational capabilities and resources to create as much value as we can for our organization and to enable the business to successfully meet its mission?
    • Service Design– How do we understand our customers’ specific needs and deploy the right level of service to enable them?
    • Service Transition– How do we coordinate moving new services and changes into the live production environment safely and manage the risks to existing services in place?
    • Service Operations– How do we support and maintain the services in the live environment to keep them available for the business, and how do we proactively manage and monitor services to ensure their health?
    • Continual Service Improvement– How do we drive improvements into our processes and services to improve our organization and the quality of service we deliver?

    ITIL® Training Programs

    1) Orientation programs – Short 1-day overview programs to provide general awareness of ITIL processes and the service lifecycle. Included are traditional instructor-led and e-learning orientation programs, as well as simulation games.
    2) Certification programs – All Certification programs begin with ITIL Foundations. From there, there are two tracks:
    • Service Lifecycle track – Focus is on the different aspects of the Lifecycle
    • Service Capability track – Focus is on the different job role clusters across the Lifecycle
    The Capstone course for ITIL Certification is Managing Across the Lifecycle; successful completion of the Capstone (and the underpinning Lifecycle or Capability courses) leads to the ITIL Expert certification. All programs are fully accredited and taught exclusively by senior ITIL Experts.
    3)  Mentoring and Support Services – Deep Creek offers its customers a number of integrated simulation, mentoring, and workshop programs for customers looking to jumpstart their IT Service Management initiatives. These 2-4 day programs include simulations, Service Management orientation and awareness, executive briefings on ITSM value propositions and critical success factors, as well as cultural change management and continuous improvement. Many of our programs target the creation of one or more process models, service models, or process/tool alignment activities. Since most of these workshops are highly tailored to your situation, contact us for an opportunity to discuss your needs in detail.
    4) Workshop programs – We offer a series of tailored workshop programs for private customers looking to jumpstart their IT Service Management initiatives. These 2-4 day programs include orientation and awareness as well as cultural change management, and continuous improvement.

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