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ITIL

Workshop

Course Length
length variable
Credits Earned
PDU credits must be requested by attendee
The business analyst role 

What You Will Accomplish

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Who Should Attend

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Course Outline

1 Overview
1.1 BA Responsibilities
1.2 Communications
1.2.1 Information distribution
1.2.2 Communications styles
1.3 Documentation strategy
2 Requirements Gathering
2.1 Levels of requirements on a project
2.2 Identifying needs vs. wants
2.3 Techniques for gathering requirements
2.3.1 Interviewing
2.3.2 Prototyping
2.3.3 Use Cases
2.3.4 Collaborative Workshops
2.3.5 Work Breakdown Structure
2.3.6 Business Process Analysis
2.3.7 Use Cases
2.4 Ranking requirements
3 Modeling
3.1 Business Process Analysis
3.1.1 Business Process Improvements (BPI)
3.1.2 Business Process Reengineering (BPR)
3.2 Data Modeling
3.2.1 Fundamentals
3.2.2 Entity Relationship Diagrams
Course Outline
Course Outline
Course Outline

Course Director

Patrick von Schlag
Mr. von Schlag has more than 25 years of real-world experience managing IT and business organizations. He has served as a consultant, facilitator, and instructor in support of more than 200 ITSM program deployments, with a focus on practical benefits. He holds all 11 ITIL 2011 certifications and runs an accredited learning consultancy focused on Making ITIL Work ™ in real organizations. His customer list includes The Walt Disney Company, Microsoft, Nike, Sears, US Marine Corps, US Army, US Air Force, 2nd and 5th Fleet US Navy, DISA, IRS, Federal Reserve, The Hartford, Citigroup, Amgen, Los Angeles County, Port of Long Beach, GDIT, Accenture, Serco, Deloitte, and hundreds of other market-leading companies.