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Education Publications Recruitment Consultancy Assessments

SERVICE CATALOGUE

July 2008

www.thegreymatters.com

The Grey Matters Education Ltd, Orpington House, The Phygtle, Chalfont St Peter, Buckinghamshire SL9 0JT

VAT No: 646 0730 45 Company Registration Number: 04930266

http://www.thegreymatters.com/

Education Publications Recruitment Consultancy Assessments 1 Table of Contents

1 TABLE OF CONTENTS.........................................................................................................................2

THE PURPOSE OF THIS SERVICE CATALOGUE.........................................................................5

2 INTRODUCTION TO THE GREY MATTERS EDUCATION LTD.......................................5

3 INTRODUCTION TO ITIL.................................................................................................................5

3.10.1 VERSION 2 TO 3 FOUNDATION BRIDGING CERTIFICATION CREDITS..................................8

3.10.2 VERSION 2 PRACTITIONER AND MANAGER’S BRIDGING CERTIFICATION.........................8

OVERVIEWS, COURSES AND WORKSHOPS..............................................................10

4 ITIL® OVERVIEWS.....................................................................................................................11

4.1 ITIL® VERSION 3 OVERVIEW..........................................................................................................11

4.3 A SENIOR BUSINESS EXECUTIVE VIEW OF SERVICE MANAGEMENT.....................................12

ITIL® VERSION 3 COURSES.......................................................................................................13

4.4 ITIL® VERSION 3 OVERVIEW............................................................................................................13

4.5 ITIL® VERSION 3 FOUNDATION COURSE......................................................................................13

4.6 ITIL® VERSION 2 TO VERSION 3 FOUNDATION BRIDGING COURSE......................................14

4.7 ITIL® VERSION 3 MANAGERS BRIDGE COURSE..........................................................................15

4.8 INTERMEDIATE LIFECYCLE STREAM.............................................................................................16

ITIL® VERSION 2 COURSES.......................................................................................................................17

4.9 ITIL® V2 OVERVIEW..........................................................................................................................17

4.10 ITIL® V2 FOUNDATION COURSE.....................................................................................................17

4.11 ITIL® V2 MANAGER’S CERTIFICATE...............................................................................................18

4.12 ITIL® V2 MANAGER’S COURSE - PART 1 SERVICE SUPPORT....................................................19

4.13 ITIL® V2 MANAGER’S CERTIFICATE COURSE – PART 2 SERVICE DELIVERY..........................20

4.14 ITIL® V2 MANAGER’S CERTIFICATE – PART 3 REVISION DAY..................................................20

4.15 ITIL® V2 – MAKING IT HAPPEN WORKSHOP FOR SERVICE SUPPORT...................................21

4.16 ITIL® V2 – MAKING IT HAPPEN WORKSHOP FOR SERVICE DELIVERY....................................22

ITIL® V2 PRACTITIONER COURSES...................................................................................23

4.17 CHANGE MANAGEMENT...................................................................................................................23

4.18 PROBLEM MANAGEMENT................................................................................................................24

4.19 CONFIGURATION MANAGEMENT...................................................................................................24

4.20 SERVICE DESK & INCIDENT MANAGEMENT................................................................................25

4.21 SERVICE LEVEL MANAGEMENT......................................................................................................26

4.22 RELEASE AND CONTROL..................................................................................................................27


OTHER ITIL® COURSES................................................................................................................28

4.23 SERVICE SUPPORT DESK – SKILLS AND TECHNIQUES.............................................................29

4.24 SERVICE DESK MANAGEMENT AWARENESS...............................................................................29

4.25 MAJOR INCIDENT MANAGEMENT AWARENESS..........................................................................29

4.26 IMPLEMENTING CHANGE MANAGEMENT – THE ITIL® MODEL.................................................30

4.27 IMPLEMENTING SERVICE LEVEL AGREEMENTS..........................................................................31

4.28 TARGET OPERATING MODELS AWARENESS...............................................................................31

4.29 SERVICE INTEGRATION OPERATING MODEL AWARENESS......................................................31

4.30 PROBLEM MANAGEMENT #1 (INCL. DECISION MAKING) AWARENESS...............................32



OTHER METHODOLOGIES.........................................................................................................33

5 ISO/IEC 2000 FOR CONSULTANTS.....................................................................................................34

5.1 SIX SIGMA GREEN BELT WORKSHOP...........................................................................................34

5.2 LEAN SIX SIGMA GREEN BELT COURSE.......................................................................................35

5.3 SIX SIGMA BLACK BELT...................................................................................................................36

5.4 PRINCE2™ MANAGEMENT BRIEFING............................................................................................37

5.5 PRINCE2™ OVERVIEW......................................................................................................................38

5.6 PRINCE2™ ENTRY LEVEL FOUNDATION.......................................................................................39

5.7 PRINCE2™ FOUNDATION PLUS......................................................................................................40

5.8 PRINCE2™ PRACTITIONER..............................................................................................................41

5.9 PRINCE2™ FOUNDATION TO PRACTITIONER..............................................................................42

5.10 PRINCE2™ RE-REGISTRATION........................................................................................................43

MANAGEMENT SKILLS DEVELOPMENT........................................................................44

6 EFFECTIVE MANAGEMENT SKILLS....................................................................................................45

6.1 RECRUITING – BUILDING THE RIGHT TEAM.................................................................................46

6.2 ACTIVITY PLANNING.........................................................................................................................46

6.3 DEVELOPMENT APPRAISALS..........................................................................................................47

6.4 IT COST RECOVERY – BUILDING POLICY......................................................................................48

6.5 CUSTOMER PERCEPTION MANAGEMENT SCORECARDS..........................................................48

6.6 BUSINESS PERFORMANCE MANAGEMENT SCORECARDS........................................................49

SOFT SKILLS FOR IT PROFESSIONALS.........................................................................50

6.7 BEING ASSERTIVE UNDER PRESSURE..........................................................................................51

6.8 PROBLEM SOLVING – TECHNIQUES AND PRACTICE..................................................................51

Education Publications Recruitment Consultancy Assessments 6.9 WINNING WORDS FOR IT PROFESSIONALS................................................................................52

6.10 PRESENTATION SKILLS FOR IT PROFESSIONALS......................................................................53

ASSESSMENTS....................................................................................................................................54

Recruitment..........................................................................................................................................55

Education Publications Recruitment Consultancy Assessments 1 The Purpose of this Service Catalogue

This Service Catalogue has been compiled to provide an insight for our customers and prospective customers about the wide range of services that are available from The Grey Matters Education.

You will find among these pages Service Descriptions with pricing for our training, courses and workshops that cover three key areas where we have a proven track record as subject matter experts:

ITIL Service Management framework for best practice processes Other professional structured methodologies for IT and business management Management development skills

In addition, we provide Recruitment services for IT roles.

This Service Catalogue is also supported by our website www.thegreymatters.com and between them we hope you will find services that are both relevant and necessary for your business.

If you have any queries or would like to discuss how any of our services can assist your business, please contact us at:

Email: [email protected]: 01494 876 502

2 Introduction to The Grey Matters Education Ltd

Since our foundation in 1996 we have developed our business as a provider of comprehensive IT Service Management (ITSM) Services based on The Office of Government Commerce (OGCs) ITIL®1 to a wide range of UK and international companies. We have chosen to focus on the niche area of ITSM so that our in-depth knowledge and understanding ensure that we provide a high quality service.

We also offer added value through the provision of integrated service and support products to companies who are committed to Service Management or are planning to adopt best practice in their own organisation. The five areas we cover are as follows:

a) Educationb) Recruitmentc) Consultancyd) Publicationse) Assessments

3 Introduction to ITIL

ITIL (IT Infrastructure Library) is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organisations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme.

ITIL® consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL® has been developed in recognition of organisations' growing dependency on IT and embodies best practices for IT Service Management.

1 ITIL is a registered trademark and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office. The Swirl logo™ is a Trade Mark of the Office of Government Commerce.

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http://www.thegreymatters.com/


3.1 Version 1The ITIL® concept emerged in the 1980’s, when the British Government determined that the level of IT service quality provided to them was not sufficient. The Central Computer and Telecommunications Agency (CCTA), now called the Office of Government Commerce (OGC), was tasked with developing a framework for efficient and financially responsible use of IT resources within the British Government and the private sector. Version 1 (V1) was published in 1989 in ten books.

Large companies and Government Agencies in Europe adopted the framework very quickly and ITIL® established itself as the international guidance for best practice delivery of IT services. The framework provides the structure for management control to be gained through a process-driven approach regardless of the size of the IT department.

3.2 Version 2In 2000, The CCTA merged into the OGC, Office for Government Commerce. In 2001 version 2 (V2) was released in two main books; Service Support contained the five operational processes and the five tactical processes in the Service Delivery volume.

3.3 Version 3In 2007 version 3 (V3) was released in five books with substantial reworking and new material and covering a lifecycle approach to Service Management with greater emphasis on IT business integration. The five books are titled Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

3.4 ITIL V2 and V3 CoursesV2 courses are still in demand and available. They will be phased out over a period of time that is yet to be confirmed by the OCG and the examination boards.

A number of Version 3 courses are currently available, including Foundation and Bridging from V2 to V3 whilst others remain under development for the lifecycle and capability streams and will be released when the Governing Body has completed the syllabi.

3.5 ITIL QualificationsThe new ITIL® Version 3 Qualification Scheme has been designed to use a system that enables an individual to gain credits (points) for each exam they take including any past version 1 and 2 qualifications they have achieved.

Once candidates have accumulated 22 credits they can be awarded the ITIL® Expert in IT Service Management. There is also a higher level diploma being developed.

The new Version 3 scheme has four levels:

a) Foundation Level b) Intermediate Level (Lifecycle Stream & Capability Stream) c) ITIL® Expertd) Advanced Service Management Professional Diploma.

3.6 Foundation LevelThe Foundation Level focuses on knowledge and comprehension to provide a good grounding in the key concept, terminology and processes of ITIL. This is a pre-requuisite for all higher level courses.

3.7 Intermediate Level IL Qualifications

Education Publications Recruitment Consultancy Assessments There are two streams in the intermediate level. Both assess an individual’s comprehension and application of the concepts of ITIL. Candidates are able to take units from either of the intermediate streams, which give them credits towards the Expert level.

Intermediate Lifecycle Stream – five individual certificates built around the five core OGC books: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement Intermediate Capability Stream – four individual certificates loosely based on the current V2 offerings but broader in scope in line with the update V3 content.

3.8 ITIL ExpertTo achieve the ITIL® Expert in IT Service Management, candidates must successfully complete, in addition to the Foundation Level, a number of Intermediate Units and the Managing Through The Lifecycle capstone course. This course brings together the full essence of a Lifecycle approach to Service Management, and consolidates the knowledge gained across the qualification scheme.

3.9 Advanced Service Management ProfessionalThis level of the qualification will assess an individual’s ability to apply and analyse the ITIL concepts in new areas. This higher level Diploma is currently under development.

3.10 ITIL Credits Scheme ExplainedThe following tables and diagram explain the scheme of ‘credits’ that are awarded for ach level of qualification achieved at ITIL versions 1, 2 or 3. Credits are accumulated to reach Expert Level or the highest Advanced Level.

Version 3 Credits The Version 3 credits are assigned as follows:

V3 ITIL® Foundation Certificate in IT Service Management 2 credits

V3 ITIL® Service Lifecycle Stream modules: Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement

3 credits each

V3 ITIL® Service Capability Stream modules: Planning, Protection & Optimization, Service Offerings & Agreements, Release, Control & Validation, Operational Support & Analysis

4 credits each

V3 Managing Across the Lifecycle: 5 credits

Versions 1 & 2 Credits

Existing certifications at Foundation, Practitioner and Service Manager remain valid under the new scheme. They have a credit score as follows:

V2 ITIL® Foundation 1.5 credits

V2 ITIL Practitioner Clusters (such as Service Desk and Incident Management)

3.5 credits

V2 Practitioner Singles (such as Service Level Management and Capacity Management)

2 credits

V1 & V2 ITIL® Service Manager Certifications 17 credits

Education Publications Recruitment Consultancy Assessments 3.10.1 Version 2 to 3 Foundation Bridging Certification Credits

Candidates who would like to update their qualifications in line with the new V3 scheme can do so via bridging certifications. There is a mandatory accredited course attendance for this examination.

V2 to V3 ITIL® Foundation Bridge 0.5 credits

3.10.2Version 2 Practitioner and Manager’s Bridging CertificationHolders of 12 credits or more from the V2 Practitioner scheme are eligible to take the V3 Managers Bridge course and examination before attending a V3 Managing Across the Lifecycle course and exam to gain ITIL® Expert Certification.

Candidates with less than 12 credits can complete a balanced selection of V3 Service Capability or Service Lifecycle modules and Managing across the Lifecycle and pass the relevant exams to attain 17 or more credits.

Service Manager V1 or V2 Service Managers can gain the V3 ITIL® Expert Certification by attending a V3 Managers Bridge Course and passing the exam.

Higher level CertificationsOnce candidates achieve 22 credits via any route, they will be granted the ITIL® Service Management Expert Certification. There is no examination at this level.

The ITIL® Expert title used currently is a working title and may still change.

Advanced LevelAt present the Advanced Level certification is still in development.

The following diagram shows the Qualification and Credit Scheme as published by the AMP Group.


Figure 1 – ITIL® Qualification Credit Structure


Overviews, Courses and Workshops

The Grey Matters Education specialises in ‘switching on light bulbs’ in the minds of our delegates; they leave our courses and workshops with new ideas, greater understanding and feeling equipped to tackle their role more effectively.

This section explains the range of overviews, courses and workshops that we provide.

Our trainers/lecturers are qualified, professional, experienced people who have the ability to provide understanding and they see it as their objective to assist their delegates with learning as much a possible.

For all our courses and workshops our trainers use visual aids, ITIL® and other books as appropriate to the subject and class-room exercises, all of which aims to fit with different learning styles. For those courses concluding with an examination, practice papers are provided for delegates to feel as prepared as possible to sit the exam.

Delegates will leave their overviews, courses and workshops with a binder of supporting information.

At The Grey Matters, we have an excellent track record of exam pass rates for our delegates, achieving an above the national average percentage pass rate across our range of exam-based courses.

“Learning about ITIL® is the first time I’ve had any training to do my job.”Delegate on an ITIL® Foundation Course


4 ITIL® Overviews

Attending an Overview is an excellent way for newcomers to gain an insight into the top-level objectives of each of the main subjects in ITIL® V2 or V3. The Overview will be intensive and informative.

4.1 ITIL® Version 3 Overview

Course Description

This intensive instructor-led overview is aimed at all levels of IT professionals, customers and users involved in the provision or receipt of IT services. The aim is to provide a useful introduction to the structure and content of 26 processes contained in the five ITIL® Version 3 books as follows:

Service Strategy Service Design Service Transition Service Operation Continual Service Improvement

It will also help to understand the main differences between earlier ITIL® versions.

This Overview is not designed to be a conversion course from ITIL® Version 2 to ITIL®Version 3 and does not include an exam nor will it lead to the Foundation Certificate in Version 3; please see the Foundation Course if this is required.

Duration: 1 day Price: £250 per delegate for public courses.

For on-site courses please contact us for a quick quote.


Course Description

This intensive instructor-led day introduces the need for Service Management, its components and the benefits that can accrue from its implementation. This will enable an understanding of the impact Service Management can make on customer satisfaction and on the return on IT investment. The day consists of structured briefings, discussions and time permitting, exercises. This Overview does not include an exam nor will it lead to the Foundation Certificate; please see the Foundation Courses (for V2 or V3) if this is required.

Topics Include:

Introduction to Service Management with the value from IT for business

ITIL® origin, objective, scope and customer/business focus

The 11 ITIL® disciplines, including Implementing ITIL®, benefits and problems with hints for successful implementation of Service Management

Service Desk

Incident Management

Problem Management

Configuration Management

Change Management

Release Management

Service Level Management

Financial Management for IT services

Availability Management

Capacity Management

IT Service Continuity Management


For on-site courses please contact us for a quick quote

Education Publications Recruitment Consultancy Assessments 4.3 A Senior Business Executive View of Service Management

Course Description

Specifically for Senior Business Executives, this Overview is aimed at presenting Service Management from the business view – looking towards IT/IS. It is an essential starting point for any Service Management project - if the project is not owned and driven from the top then progress will be slow or impossible.

Topics include:

Underpinning business success

The effect of strategic planning on IT services

The Business Impact Analysis

The relevance of IT services - understanding availability and reliability

The Service Level Agreement – building service improvement

Business Continuity – opportunity cost or investment?

The support teams

The change process – justifying changes

Cost management and recovery – the business case

Launching a Service Management project – the business case

Duration: 1 day Price: Please contact us for a quick quote.


ITIL® Version 3 Courses


Course Description

This intensive instructor-led overview is aimed at all levels of IT professionals, customers and users involved in the provision or receipt of IT services.

The aim is to provide a useful introduction to the structure and content of the five ITIL® Version 3 books as follows:


It will also help to understand the main differences between earlier ITIL® versions.

This Overview is not designed to be a conversion course from ITIL® Version 2 to ITIL® Version 3 and does not include an exam nor will it lead to the Foundation Certificate in Version 3; please see the Foundation Course if this is required.



4.5 ITIL® Version 3 Foundation Course

Course DescriptionThis course provides comprehensive first-level training for anyone interested in the provision, support and delivery of IT services together with an industry-recognised qualification

The aim of the course will provide an introduction to the topics in ITIL® Version 3 as follows:


It finishes with an optional one-hour multiple-choice examination for the V3 Foundation Certificate in IT Service Management which is a pre-requisite for the further training in ITIL® Version 3 that leads to the ITIL® Expert qualification in IT Service Management.

Duration: 3 days Price: £795 per delegate for public courses.

For on-site courses contact us for a quick quote


4.6 ITIL® Version 2 to Version 3 Foundation Bridging Course

Course Description

The ITIL® V3 Foundation Bridging Course gives candidates who hold a V2 Foundation Certificate a fast track route to a V3 Foundation certificate. This one-day course is designed to help those delegates to progress through the new ITIL® V3 structure and exam.

The aim of the course will be to give you an overview of the new topics in ITIL® Version 3 as follows:


It will also help you to understand the main differences between earlier ITIL® versions and to achieve the ITIL® Foundation Bridging Certificate in IT Service Management.

Duration: 1 Day Price: £295 per delegate for public courses.



4.7 ITIL® Version 3 Managers Bridge Course

Course Description

This course is for individuals to update their ITIL® Manager’s certificate (red badge) to the new V3 Expert qualification. It provides knowledge of the current ’Best Practice‘ concepts and terminology in ITSM giving an up-to-date approach enabling your organisation to increase productivity, save costs and improve customer service.

Introduction

ITIL® background and the reasons for the ITIL® refresh The new structure of ITIL® (core, complementary and web based material) Benefits of automation with technology and architecture

Service Management and Service Lifecycle

The concept of a Service and of Service Management Objectives of the Service Lifecycle and creating business value

Service Strategy

Establishing an overall strategy for IT Services & ITSM Explaining how Service Assets are the basis for Services that create value Implementing the four main activities in the Service Strategy process New process and roles, Service Portfolio Management

Service Design

Establishing solutions to meet requirements Defining the five major aspects of Service Design Looking at different Service Sourcing approaches and options New and changed processes and roles in Service Design Service Catalogue Management Information Security Management Supplier Management

Service Transition

Managing the transition through the lifecycle The Service V model New and changed processes and roles in Service Transition Release and Deployment Management

Service Operation

The day-to-day management of IT Services Managing conflicting balances in Service Operation New and changed processes and roles in Service Operation Event Management, Request Fulfilment and Access Management New and Changed Functions The Technical Management and The Application Management functions The IT Operations Management function (IT Operations Control and Facilities Management)

Continual Service Improvement

Managing improvements to IT Services and ITSM Processes The Continual Service Improvement Model Establishing Baselines and metrics The ‘7 step’ improvement process

Candidates must currently hold a Managers Certificate in a previous version of ITIL®

Duration: 5 Days Price: £1,225 per delegate for public courses.


Education Publications Recruitment Consultancy Assessments 4.8 Intermediate Lifecycle Stream

The Intermediate level is currently under development, the following examination dates were released in June 2008 by APMG.

Examinations Release Date

Service Lifecycle Modules:Service Transition 1 October 2008Service Operation 1 October 2008Service Strategy 1 January 2009Service Design 1 January 2009Continual Service Improvement 1 January 2009

Service Capability Modules:Service Offerings & Agreements 1 October 2008Operational Support & Analysis 1 October 2008Release, Control & Validation 1 October 2008Planning, Protection & Optimization 1 January 2009

Managing Across the Lifecycle 1 January 2009

Education Publications Recruitment Consultancy Assessments ITIL® Version 2 Courses

4.9 ITIL® V2 Overview

Course Description

This intensive instructor-led day introduces the need for Service Management, its components and the benefits that can accrue from its implementation. This will enable an understanding of the impact Service Management can make on customer satisfaction and on the return on IT investment. The day consists of structured briefings, discussions and time permitting, exercises. This Overview does not include an exam nor will it lead to the Foundation Certificate; please see the Foundation Courses (for V2 or V3) if this is required.

Topics Include:

Introduction to Service Management with the value from IT for business

ITIL® origin, objective, scope and customer/business focus

The 11 ITIL® disciplines, including Implementing ITIL®, benefits and problems with hints for successful implementation of Service Management

Service Desk Incident Management Problem Management Configuration Management Change Management Release Management

Service Level Management Financial Management for IT services Availability Management Capacity Management IT Service Continuity Management


For on-site courses please contact us for a quick quote

4.10 ITIL® V2 Foundation Course

Course Description

An intensive course for professionals involved in the delivery of business-focused IT services. It is aimed at all personnel who wish to become familiar with ITIL® Best Practice for IT Service Management. Participants have the opportunity to gain a recognised entry-level professional qualification in IT Service Management. This certificate is a pre-requisite for further ITSM-related education.

The syllabus for the Certificate is based upon two volumes of the IT Infrastructure Library and covers the areas of Service Delivery and Service Support.

Format The format of the event is interactive and throughout the course understanding of the material will be assessed through the use of exercises and examination-style questions. At the end of the course, participants will sit a short multiple-choice examination leading to the ISEB Foundation Certificate.

Attendance on this course will enable participants to: Describe the key ITSM processes, roles and responsibilities and the interfaces between them Explain the key benefits of an ITSM based approach to Service Management Describe some of the practical issues and costs associated with an ITSM implementation Prepare to undertake the ISEB examination for the ITSM Foundation Certificate


For onsite courses please contact us for a quick quote.


4.11 ITIL® V2 Manager’s Certificate

This comprehensive, highly sought-after advanced training programme is intended for Service Management professionals with management responsibilities for the Support and/or Delivery of IT Services. This programme prepares participants for the ISEB examinations leading to the Service Manager's Certificate in IT Service Management.

To prepare to take the Manager’s Certificate exams requires the following steps:

a) Foundation Certificate Course and Certificate*, three daysb) Part 1 - Service Support Course, five daysc) Part 2 - Service Delivery Course, five daysd) Part 3 - Revision Day, 1 day to prepare for the exam case study

*It is a mandatory requirement that delegates already hold the ITIL® Foundation Certificate.

The exams take place four times a year in the last week of January, April, July and October. The exam locations are currently London, Swindon, Manchester and Edinburgh. We can arrange overseas exam sittings if required. The exam comprises two papers; part 1 will be taken on a Wednesday afternoon with part 2 the following morning.

We recommend that anyone intending to take the Managers Certificate (MC) should plan their training, working back from the anticipated exam date. Pick your target date, say July, and arrange your last training course (Service Delivery) about a month before then - mid-to late June. Do the first course (Service Support) a month before that - May. Your Foundation Course and exam can be taken about a month before that - April. This keeps the learning momentum going. You do not necessarily have to do the MC training in the order above you can do Service Delivery before Service Support. You must complete the training before sitting the exams. You must sit both papers at the first attempt.

Education Publications Recruitment Consultancy Assessments 4.12 ITIL® V2 Manager’s Course - Part 1 Service Support

Course Description

Please read the introduction to this section (above) in conjunction with this course description. This is an intensive and enjoyable week of tuition that builds knowledge, writing skills and relationships.

Pre-requisitesAll participants must be able to demonstrate at least five years of general IT experience and have at least two years experience in an IT Service Management environment in a supervisory or managerial role. Participants wishing to be entered for the ISEB ITIL® Managers Certificate examination must hold the ISEB ITIL® Foundation Certificate.

Service Support Syllabus:

Configuration Management

Change Management

Release Management

Service Desk

Incident Management

Problem Management

FormatThe format of the training is highly interactive and throughout the course understanding of the material will be assessed through the use of exercises, case study based assignments and presentations, and examination style questions.

ObjectivesAttendance on this course will enable participants to:

Develop practical skills in the design, implementation and management of an ITIL® process framework

Detail the costs and benefits of an ITIL® based approach to Service Management

Anticipate the practical issues associated with an ITIL® implementation and develop strategies to address them

Prepare to undertake the ISEB examination for the ITIL® Managers Certificate

Duration: 5 Days Price: £1225 per delegate for public courses.


Education Publications Recruitment Consultancy Assessments 4.13 ITIL® V2 Manager’s Certificate Course – Part 2 Service Delivery

Course Description

Please read the introduction to this section (above) in conjunction with this course description. This is an intensive and enjoyable week of tuition that builds knowledge, writing skills and relationships.

Pre-requisitesAll participants must be able to demonstrate at least five years of general IT experience and have at least two years experience in an IT Service Management environment in a supervisory or managerial role. Participants wishing to be entered for the ISEB ITIL® Managers Certificate examination must hold the ISEB ITIL® Foundation Certificate.

Service Delivery Syllabus Service Level Management Capacity Management Availability Management Financial Management of IT Services Service Continuity Management

FormatThe format of the training is highly interactive and throughout the course understanding of the material will be assessed through the use of exercises, case study based assignments and presentations, and examination style questions.

ObjectivesAttendance on this course will enable participants to:

Develop practical skills in the design, implementation and management of an ITIL® process framework

Detail the costs and benefits of an ITIL® based approach to Service Management Anticipate the practical issues associated with an ITIL® implementation and develop strategies

to address them Prepare to undertake the ISEB examination for the ITIL® Managers Certificate

Duration: 5 Days Price: £1225 per delegate for public courses.For onsite courses please contact us for a quick quote

4.14 ITIL® V2 Manager’s Certificate – Part 3 Revision Day

Course Description

This day is the final stage following the Service Support and Service Delivery modules of Manager level courses (please see the Introduction to the Manager’s certificate above). The instructor-led day is designed to prepare individuals to take the ITIL® Manager’s exams.

The instructor will assist with any outstanding concerns regarding the learning of ITIL® with the major focus of the day being on the Case Study that will used as the basis of 60% of the exam questions. The timing of this day is set to be approximately 7-10 days before the quarterly exams.

Duration: 1 Day Price: £250 per delegate for public courses.


Education Publications Recruitment Consultancy Assessments 4.15 ITIL® V2 – Making it Happen Workshop for Service Support

Course Description

You have read the books, passed the exams, wearing the badge, what now? How do you make it work in your organisation? This two day workshop builds on what you learned on your V2 Foundation, Practitioner’s and/or Manager’s courses. Facilitated by an experienced Consultant/Lecturer, practical advice and guidance is provided on what to do and what not to do when implementing or improving the ITIL® operational processes; assisting you to provide the leadership to make it happen in your organisation.

This workshop, covering the Service Support processes, explains how to overcome one of the biggest obstacles commonly found when driving service improvement; convincing the people in your organisation to adopt best practice. Throughout the workshop delegates will be given practical examples of documents, such as Terms of Reference, process maturity assessment and templates relevant to the Service Support processes.

Engage – Plan - Improve The underlying principles of IT and business working together, including:

IT and Business Alignment The difference between low, medium and high performing IT service providers. People; dealing with resistance to change and turning doubters into advocates Tools for the task; factors to consider with selection and use Process; causing service quality improvements through understanding and process structure Common reasons why implementation attempts fail and other pitfalls The purpose of the ITIL® processes

Prepare - Discover - TransformConsider the activities required to prepare and Plan for Process Improvement

Determine the priority order of process implementation Establish Terms of Reference and timescales Identify Project Manager, Sponsor, Process Owners and other resources Setting effective objectives, quick wins and metrics Determine current process capability/maturity, identify business-critical services Agendas for Discovery meetings Availability of tools Communication; actively, persuasively and effectively

Process TransformationConsider the framework that is helpful for ensuring that the right people are involved in the implementation team to:

Establish Process Definition Workshops Establish Process Transformation Workshops Generate Management reports

This is an intensive and enjoyable event that provides practical guidance for Operational Managers.

Target Audience: Experienced, IT operational managers/professionals with the expectation and determination to ‘make it happen’.

Duration: 2 Days Price: Contact us for a quick quote


4.16 ITIL® V2 – Making it Happen Workshop for Service Delivery

Course Description

You have read the books, passed the exams, wearing the badge, what now? How do you make it work in your organisation? This two day workshop builds on what you learned on your V2 Foundation, Practitioner’s and/or Manager’s courses. Facilitated by an experienced Consultant/Lecturer, practical advice and guidance is provided on what to do and what not to do when implementing or improving the ITIL® operational processes; assisting you to provide the leadership to make it happen in your organisation.

This workshop, covering the Service Delivery processes, explains how to overcome one of the biggest obstacles commonly found when driving service improvement; convincing the people in your organisation to adopt best practice. Throughout the workshop delegates will be given practical examples of documents, such as Terms of Reference, process maturity assessment and templates relevant to the Service Support processes.

Engage - Plan - Improve The underlying principles of IT and business working together, including:

IT and Business Alignment The difference between low, medium and high performing IT service providers. People; dealing with resistance to change and turning doubters into advocates Tools for the task; factors to consider with selection and use Process; causing service quality improvements through common understanding and process

structure Common reasons why implementation attempts fail and other pitfalls The purpose of the ITIL® processes

Prepare – Discover - TransformConsider the activities required to prepare and Plan for Process Improvement

Determine the priority order of process implementation Establish Terms of Reference and timescales Identify Project Manager, Sponsor, Process Owners and other resources Setting effective objectives, quick wins and metrics Determine current process capability/maturity, identify business-critical services Agendas for Discovery meetings Availability of tools Communication; actively, persuasively and effectively

Process TransformationConsider the framework that is helpful for ensuring that the right people are involved in the implementation team to:

Establish Process Definition Workshops Establish Process Transformation Workshops Generate Management reports

This is an intensive and enjoyable event that provides practical guidance for Tactical Managers.

Target Audience: Experienced, IT managers/professionals with the expectation and determination to ‘make it happen’.

Duration: 2 Days Price: Contact us for a quick quote


ITIL® V2 Practitioner Courses

The Practitioner Courses focus on one, or sometimes two, of the ITIL® processes. They provide an in-depth study of the process as defined in the V2 ITIL® volumes. The course duration includes sitting both stages of the exam.

The Practitioner exam comprises two papers; the first is an essay-style written assignment followed by a complex scenario multiple-choice paper. The course-work includes practice for the exam stages to build a confident approach in the candidates. Passing both stages of the exam (to a level of 65%) achieves an industry-recognised qualification.

Please note that it is a pre-requisite of all Practitioner courses is that delegates must already hold the Foundation Certificate in Service Management.

4.17 Change Management

Course Description

As a result of attending this 3 day ISEB Practitioner course in Change Management delegates will be able to demonstrate their competence in, and ability to:

Plan for the implementation of the Change Management process Prioritise and assess the impact, cost, benefit and risk of proposed changes Organise the Request For Change (RFC) authorization process Prepare for and manage the Change Advisory Board (CAB) meetings Manage changes through their lifecycle Produce and manage the Forward Schedule of Change (FSC) Define and agree change models and standard changes Oversee building, testing and implementation of authorized changes Co-ordinate the back-out of failed changes Be aware of the support tools and techniques available for the implementation of Change

Management and be able to indicate how improvements can be made Prepare Change Management reports for distribution throughout the organization and monitor

and report on the major metrics of the Change process Understand the interdependencies between Change Management and other IT and Service

Management processes

Passing both stages of the exam will result in an industry recognised qualification.




4.18 Problem Management

Course Description

As a result of attending this 3 day ISEB Practitioner course in Problem Management delegates will be able to demonstrate their competence in, and their ability to:

Plan for the implementation of the Problem Management process Support the Incident Management process through the management and resolution of

incidents when the Service Desk is unable to do so independently Define, implement and manage the following activities: carry out an incident analysis, identify

and create a problem record, diagnose the cause of problems, identify problem resolutions, assign known errors to the appropriate configuration item(s) and raise remedial changes if necessary

Define and agree incident and problem categories and priorities Be aware of the support tools and techniques available for the implementation of Problem

Management and be able to indicate how improvements can be made Analyse incident and problem reports and statistics to determine trends, identify weak areas

and propose resolutions to reduce the number of incidents, by proactively identifying and preventing possible problems

Prepare Problem Management reports for distribution throughout the organization. Co-ordinate, schedule, target and focus resources to the resolution of the most appropriate

incidents and problems Understand the interdependencies between Problem Management and other IT and Service

Management processes, interdependencies between these and Problem Management




A pre-requisite of all Practitioner courses is that delegates must already hold the Foundation Certificate in Service Management.

4.19 Configuration Management

Course Description

As a result of attending this 3 day ISEB Practitioner course in Configuration Management delegates will be able to demonstrate their competence in, and ability to:

Plan for the implementation of the Configuration Management process Design, implement maintain and manage a Configuration Management Database (CMDB) Define and manage Configuration Items (CIs) through their lifecycle Define and agree CI types and standard configurations Define, document, agree and implement Configuration processes and procedures Be aware of the support tools and techniques available for the implementation of Configuration

Management and be able to indicate how improvements can be made Prepare Configuration Management reports for distribution throughout the organization and

monitor and report on the major metrics of the Configuration process Understand the interdependencies between Configuration Management and other IT and

Service Management processes




Education Publications Recruitment Consultancy Assessments 4.20 Service Desk & Incident Management

Course Description

As a result of attending this 3 day ISEB Practitioner course in Service Desk and Incident Management delegates will be able to demonstrate their competence in, and their ability to:

Plan for the implementation of the Service Desk function and Incident Management process Develop and improve the customer and business focus of the service desk and the Incident

Management process Use the Incident Management process to manage incidents and their resolution by the Service

Desk and all other areas Define Service Desk requirements and understand, select, develop and implement the most

appropriate Service Desk solutions, technology and environment Define, implement and manage the following activities: assess, prioritise and categorise

incidents carry out incident analysis, identify and create incident records, diagnose the cause of incidents, identify incident resolutions, match incidents with other incidents and known errors, review and close incidents

Define and agree incident categories and priorities in conjunction with Problem Management Be aware of the support tools and techniques available for the implementation of Incident

Management and the support of the Service Desk identifying and instigating improvements Analyse incident and incident reports and statistics to propose resolutions to reduce the

number of incidents, by proactively identifying and preventing possible incidents, wherever possible

Prepare Incident Management reports for distribution throughout the organisation. Co-ordinate, schedule, target and focus resources on resolution of the most appropriate

incidents Understand the interdependencies between Incident Management and other IT and Service

Management processes





Education Publications Recruitment Consultancy Assessments 4.21 Service Level Management

Course Description

As a result of attending this 3 day ISEB Practitioner course in Service Level Management delegates will be able to demonstrate their competence in, and their ability to:

Plan for the implementation of Service Level Management Compile and maintain a Service Catalogue Construct a suitable structure and format for Service Level Agreements (SLAs) Identify Service Level Requirements (SLRs) Negotiate and agree SLAs with the Customer and OLAs with the IT providers Monitor, review and report on service performance against SLA and OLA targets Implement and manage Service Improvement Plans (SIPs) Understand the importance of good Customer relationships Evaluate and review SLA s and the process of Service Level Management Understand the interdependencies between Service Level Management and other IT and

Service Management processes






4.22 Release and Control

Course Description

As a result of attending this 3 day ISEB Practitioner course delegates will be able to demonstrate their competence in, and their ability to:

Understand the key objectives, benefits and scope of Release and Control within an organisation, irrespective of its size or complexity

Define, document, agree and implement processes and procedures for Configuration Management, Change Management and Release Management

Plan for the implementation of Release and Control, and understand the potential costs, benefits and problems associated with its implementation

Design, implement, maintain and manage a Configuration Management Database (CMDB) Define and manage Configuration Items (CIs) Define and agree CI types and standard configurations Manage Changes throughout their lifecycle, including:

o Organise the Request For Change (RFC) authorisation process o Prioritise and assess the impact, cost, benefit and risk of proposed Changes o Prepare for and co-ordinate the Change Advisory Board (CAB) meetings o Oversee building, testing and implementation of authorised Changes o Co-ordinate the back-out of failed Changes o Produce and manage the Forward Schedule of Change (FSC) o Define and agree Change models and standard Changes

Produce a Release Policy, clarifying roles and responsibilities Plan and define specific Releases Plan and document the design, build and configuration of a Release Define and agree procedures for Releases in respect of:

o Release acceptance o Rollout planning o Communication, preparation and training o Distribution and installation

Identify and act upon the key issues that may impact the efficiency and effectiveness of Release & Control

Be aware of the support tools and techniques available for the implementation of Release and Control, and be able to indicate how improvements can be made

Define and apply standards and quality criteria for Release and Control Communicate the benefits of Release and Control within the organisation Monitor and report on the major KPIs and metrics of Release and Control, and prepare Release

and Control reports for distribution throughout the organization Understand the interdependencies between Release and Control and other IT and Service

Management processes.






Other ITIL® Courses

We are frequently asked for courses that provide a greater level of understanding in a variety of IT Service Management areas.

The following sequence of course descriptions lists the most popular specialist areas without the pressure of an exam at the end and without any associated prerequisites; making them ideal for a wide range of IT specialists.

This section includes the following courses:

Service Support Desk – Skills and Techniques

Service Desk Management Awareness

Major Incident Management Awareness

Implementing Change Management

Implementing Service Level Agreements

Problem Management Awareness

Service Integration Operating Model Awareness


4.23 Service Support Desk – Skills and Techniques

Course Description

Call Centres, Service Desks and Help Desks provide a vital link between those who use IT services and those who support them. From the client view they represent the lifeline from the support team view they manage incidents on their behalf letting support, engineers and developers get on with the day’s work more effectively. All too often undervalued and under resourced Support teams provide a front line service which is as unique as it is vital to keeping the wheels of business turning. Consequently they need to develop excellent incident and people-management skills – and go on developing and refining those skills year after year. Target audience: Service Desk managers and operators who manage calls and incidents. The course is ideal as an induction for those new to the Service Desk environment and as a refresher for experienced staff.

Topics include: An introduction to the ITIL® Service Management guidelines ITIL® Service desks – first contact point for support + exercise Managing incidents - working with second line support How good service support underpins business success + exercise Good questioning skills + individual exercise Problem solving techniques + team exercise Being and staying in control – TA and assertiveness Dealing with stress – win/win techniques Call handling techniques + telephone exercise

There is no exam associated with this course.

Duration: 2 Days Price: Please contact us for a quick quote

4.24 Service Desk Management Awareness

Course Description

Any IT staff would benefit from this specific overview of the principles of an efficient and effective Service Desk. This day includes core objectives, culture and staff considerations, benefits and provides staff with base understanding of the principles of running a ‘quality’ function.


Duration: 1 Day Price: Please contact us for a quick quote

4.25 Major Incident Management Awareness

Course Description

Any IT staff would benefit from this specific overview of the principles of managing the restoration of normal service (especially ‘major’ incidents) - core objectives, culture and staff considerations, benefits - provides staff with base understanding of the principles of managing and delivering a ‘quality’ process.




4.26 Implementing Change Management – The ITIL® Model

Course Description

The ITIL® Change Management model and guidelines enable organisations to manage the total change environment from the minor operational changes right up to the earth-moving strategic projects

Target audience: IT Managers who have a responsibility for managing changes/change projects.

Topics include: An introduction to the ITIL® Service Management guidelines The mechanics of change Raising changes – IT vs. Business originated Managing and co-ordinating minor changes Strategic changes – linking into the Boardroom and senior management teams Service Improvement planning The Change Manager role – the agent for change Change assessment ‘boards’ – the ‘CAB’ The ITIL® Change Management model Change management implementation Setting the scope Planning The Awareness campaign Processes and procedures Setting up the CAB Change reviews Linking Change management with Release management Linking Change management with Configuration management

These topics are reinforced by team and individual exercises. There is no exam associated with this course.


Education Publications Recruitment Consultancy Assessments 4.27 Implementing Service Level Agreements

Course Description

Building a negotiated understanding between IT and the business it underpins is the key to establishing, delivering and supporting effective services which support and are valued by the organisation as a whole.

Target audience: IT managers who have responsibility for planning, negotiating and managing Service Level Agreements and related underpinning contracts.

Topics include: An introduction to the ITIL® Service Management guidelines Service level management and customer relationship management The Service Manager role Management ownership Building an awareness campaign Establishing a Service Catalogue Establishing service requirements Auditing existing services Establishing a Service Improvement plan Creating the SLA On-going service management Supported by group and individual exercises.



4.28 Target Operating Models Awareness

Course Description

IT Managers would benefit from this general overview of the principles of creating a new organisational design (process and functional) - provides Management with relevant information that will assist their decision-making on how to proceed with organisational design change.


Duration: ½ Day Price: Please contact us for a quick quote.

4.29 Service Integration Operating Model Awareness

Course Description

IT Managers would benefit from this general overview of the principles of ensuring smooth transition of new services from development into live environment - provides Management with relevant information that will assist their decision-making on how to proceed with delivering managed change.


Duration: ½ Day Price: Please contact us for a quick quote


4.30 Problem Management #1 (incl. Decision Making) Awareness

Course Description

All IT staff would benefit from this general overview of the principles of reducing the volume of Incidents, by establishing root causes and identifying permanent resolutions - core objectives, culture and staff considerations, benefits - provides Management with relevant information that will assist their decision-making on whether to proceed with further Problem Management rollout.




Course Description

All IT staff would benefit from this specific overview of the principles of reducing the volume of Incidents, by establishing root causes and identifying permanent resolutions - core objectives, culture and staff considerations, benefits - provides staff with base understanding of the principles of managing and delivering a ‘quality’ process, and personal knowledge of ‘Problem Solving & Key Decision Making’ skills.




Course Description

This course is designed for any IT Staff who would benefit from a comprehensive understanding of the principles of reducing the volume of Incidents by establishing root causes and identifying permanent resolutions.

The course will consider core objectives, culture and staff considerations, benefits - provides staff with base understanding of the principles of managing and delivering a ‘quality’ process, and personal knowledge of ‘Problem Solving & Key Decision Making’ skills.


Duration: 2 Days Price: Please contact us for a quick quote.


Other Methodologies

There are other industry recognised methodologies that complement the ITIL framework and add another piece to the overall picture of professional structured management techniques; and they are in growing demand.

We have knowledge and skills in the following subjects and courses are ready when you are:

ISO/IEC 20000 for ConsultantsThis is the International Standard for organisations to achieve for IT Service Management and it is based on ITIL V2. This standard is highly relevant if an organisation needs externally audited proof that it has achieved a world-class level of process maturity. The course is for Consultants to achieve the formal qualification that would enable them to practice in this subject.

Six Sigma The ultimate goal of Six Sigma is to improve processes to the point where their natural 'common cause' variation will yield only 3.4 defects per million opportunities. This has been achieved by identifying factors (processes) in business critical to the 'bottom-line' and running prioritised projects through a single set process (DMAIC), facilitated by extremely highly trained individuals - typically high fliers in the business.

CoBiTControl Objectives for Information and related Technology; this is an open standard for good Information Technology security and control practices. It was created by the IT Governance Institute and it includes over three hundred specific 'control objectives'. It includes a framework and audit guides for over 30 information technology processes. Many of these overlap with the ITIL processes.

To meet the rising interest in CoBiT, we currently have a course under development. Please contact us if you would like to register your interest.

PRINCE2™(PRojects IN Controlled Environments) is a process-based, easily tailored project management method covering the organisation, management and control of projects. Its principles can be transferred to any type of IT or business project ensuring that they run successfully, smoothly, on time and within budget. Adopted widely by both the public and private sector, PRINCE2™ is now the UK’s standard for generic project management. Recognised internationally, it also makes the perfect solution for multi-national organisations. These courses are run in partnership with WWP Training.


5 ISO/IEC 2000 for Consultants

Course Description

A course for Consultants who need to understand the requirements of the Standard and/or be able to demonstrate professional competence in order to perform consultancy assignments.

This course is structured around the approved syllabus and materials to meet the requirements for preparation for formal examination as a Consultant.

The course covers Parts 1 and 2 of the Standard and includes detailed examination of each part, discussions, exercises and exam practice. Copies of the Standard and Pocket Guide are included



5.1 Six Sigma Green Belt Workshop

Course Description

Build a nucleus of trained personnel (Green Belts) equipped to conduct and participate in Six Sigma projects. Participants will learn when and how to use the Six Sigma tools. A statistical package will be used to help Green Belts carry out projects. Employ Six Sigma Green Belt projects to improve the overall productivity and profitability of your organisation by identifying and resolving chronic problems and avoiding costly deficiencies.

Who Should Attend: Employees who have been selected to work on Six Sigma projects and who are designated as Green Belts. If desired, upon further training, these Green Belts may eventually become Black Belts. Champions who wish to achieve competency in applying Six Sigma Concept and tools.

Duration: Price: Please contact us for a quick quote.


5.2 Lean Six Sigma Green Belt Course

Course Description

At the heart of Six Sigma improvement and redesign activities are project teams. These teams will consist of people who want to use their knowledge and skills to improve the performance of processes and the business. Lean Six Sigma Green Belt training is focused on team members understanding and applying the Define Measure Analyse Improve and Control (DMAIC) model which is the foundation of most Six Sigma projects. The focus of Six Sigma is fundamentally about quality, customer focus and cost, where as Lean is about cost and speed. This course blends a number of Lean concepts and tools into the Six Sigma DMAIC model. The team leaders and team members are the brains and muscle behind the Lean Six Sigma programme it is critical that they are equipped with the appropriate skills and tools to enable them to deliver current and future improvements.

Who Should Attend?Managers, internal consultants, change agents, project managers, team leaders and team members who will be involved in Lean Six Sigma projects.

Course Objectives: At the end of the intensive five day programme delegates will understand and be able to:

Apply the principles of the Six Sigma DMAIC performance improvement model. Establish the “Voice of the Customer” in defining the required performance standard. Use a number of measurement approaches and tools to establish current performance. Use appropriately a number of basic analysis tools and techniques to establish the root cause

of a problem. Understand key lean concepts and tools, when and how to apply them to drive improvements Recognise the difference in approach and techniques for incremental and redesign

improvement strategies and know how to decide on the correct approach. Establish ongoing process controls and process governance structures.



5.3 Six Sigma Black Belt

Course Description

Our Black Belt training is designed to provide our trainees with the appropriate tools and techniques to follow the DMAIC process to achieve a measurable process improvement and real cost saves. The Six Sigma Black Belt training is focused on team members understanding and applying the Define Measure Analyse Improve and Control (DMAIC) model which is the foundation of most Six Sigma projects. The focus of Six Sigma is fundamentally about quality, customer focus and cost, where as Lean is about cost and speed. This course blends a number of Lean concepts and tools into the Six Sigma DMAIC model. The team leaders and team members are the brains and muscle behind the Lean Six Sigma programme it is critical that they are equipped with the appropriate skills and tools to enable them to deliver current and future improvements.

Who Should Attend?Managers, internal consultants, change agents, project managers, team leaders and team members who will be involved in Lean Six Sigma projects.

Topics include:Participants will learn how to apply statistical methods for business process improvement including:

Communicate the benefits of Six Sigma as a business strategy across the organization Align with management in the deployment of Six Sigma Build a successful infrastructure for Six Sigma deployment Integrate Six Sigma with other improvement methods. Select successful Six Sigma projects and project teams. Significantly increase profitability through Six Sigma projects. Utilize the right metric to drive the right activity. Plan and execute projects. Select the right statistical tools.

Benefits Link to business processes. Hands on examples & exercises, participants use laptops & MINITAB statistical software with

real data sets; they complete exercises with catapult, dice, and other tools that make statistical principals accessible.

PowerPoint slides, small group interaction, hands on & computer exercises, participant binders and text books to keep participants involved.

Black Belts learn statistical methods and leave with a project plan for successful completion. Business Metrics. Participants take away Six Sigma original templates that assist in calculating

COPQ and other key business metrics

Participant requirements Project Management and analytical Skills Participants must have at least one potential project for execution and completion over the 8

week period Sponsorship Each Trainee is required to bring his/her laptop Minitab software, version 13. (We can supply the software if and when required at an

additional cost)

Duration: 4 weeks covered over an 8 week period (1 week in 2 weeks out)

Price: Please contact us for a quick quote.


5.4 PRINCE2™ Management Briefing

Course Description

This programme will help participants appreciate the importance of handling change for business success. It provides a high level view of the essential features of PRINCE2™ and demonstrates how it can provide all types of organisations - public and private sector, large and small - with a consistent, generic, approach to managing change through projects. This programme is delivered as a "boardroom briefing" and there will be ample time for discussion and exploration of issues. Participants will receive slides and a copy of the publication “Business Benefits Through Project Management” will be available to consult throughout the programme. Prerequisites:The need to manage change initiatives more effectively for business benefit.Performance Based Objectives:

Assess your organisation's capabilities with regard to a set of project critical success factors and against a "good practice" model of project management

Describe and understand the benefits of using PRINCE2™ Determine the applicability of PRINCE2™ to your organisation as a basis for your

project management environment Commence formulating a Business Case which will justify the establishment of a PRINCE2™

approach to project/change management in your business Conceive the “way forward”

Programme Focus:This programme will focus on embracing change as an opportunity to drive performance. This will be achieved by the following factors:

Careful and skilful control A controlled environment based on Project Management Senior Managers to take the lead roles Active Champions of the Project Environment Senior Managers to participate as Programme & Project Board members

Review of Programme

Duration: ½ day – 1 day Price: Please contact us for a quick quote.

Education Publications Recruitment Consultancy Assessments 5.5 PRINCE2™ Overview

Course Description

This programme provides an introduction to the PRINCE2™ structured project management method, its concepts and process model and how it can be used in any project environment. Learning will blend formal presentation with practical exercises to reinforce learning and enable participants to benefit from others’ experience. There will also be time for discussion and clarification of any issues. Participants will receive an Overview Delegate Manual, duplicated slides and a copy of “The Essence of PRINCE2™” booklet. Prerequisites: None Performance Based Objectives: Appreciate the extent of PRINCE2™ in the context of project management Understand the structure of PRINCE2™ Become familiar with PRINCE2™ language and key concepts Gain sufficient information to assess the relevance of PRINCE2™ to an organisationProgramme Focus: Introduction & Objectives· Context of Project Management· Introduction to Processes and Components· Organisation, Business Case, Plans, Risk, Start-Up and Initiation· Configuration Management, Controls and Controlling a Stage· Managing Product Delivery and Stage Boundaries· Change Control and Quality in a Project Environment· Closing a Project · The Benefits of PRINCE2™



Education Publications Recruitment Consultancy Assessments 5.6 PRINCE2™ Entry Level Foundation

Course Description

This two-day non-residential programme covers the full syllabus of the PRINCE2™ Foundation Examination and will enable participants to understand PRINCE2™ language and principles to practice back in the workplace. Participants will be provided with a copy of the PRINCE2™ Manual and a pre-programme study pack prior to attending the programme and will be expected to complete at least four hours of pre-study using these and up to two hours of self-study on the evening of the first day. The PRINCE2™ Foundation examination is taken at the end of the second day and will be marked and results given before participants leave. Learning will blend formal presentation with practical exercises to reinforce learning and enable participants to benefit from others’ experience whilst preparing for the Foundation examination. There will also be time for discussion and clarification of any issues. The programme includes a copy of the PRINCE2™ Manual, slides, accompanying notes, pre-course study pack and entry to the Foundation examination.

Pre-Requisites:This programme is suitable for those new to projects and project management, although it may be helpful to have had some exposure to a project management environment, or a basic understanding of the principles and uses of project management.

Performance Based Objectives: Understand how the PRINCE2™ process model fits together Understand the context and main function of each process Understand the main ideas underlying each component Understand the uses of each component Understand the techniques described in PRINCE2™ Be prepared for taking the Foundation examination

Programme Focus: Introduction & Objectives Background – business context of projects Overview of Processes and Components Business Case Component Organisation Component The Controlled Start Planning – Process, Component and Technique Management of Risk Component

Configuration Management Component Change Control Component Controlled Progress Controls Component Quality in a Project Environment Component Controlled Close The PRINCE2™ Foundation Examination

Review of Programme



Education Publications Recruitment Consultancy Assessments 5.7 PRINCE2™ Foundation Plus

Course Description

This three-day programme provides a comprehensive overview of PRINCE2™ and prepares participants to take the Foundation Level examination. Participants attend the first three days of the Practitioner programme and study alongside Practitioner candidates. Participants will be provided with a copy of the PRINCE2™ Manual and a pre-programme study pack prior to attending days 1 to 3 and will be expected to complete at least eight hours of directed self study using these. In addition, up to two hours of self-study on the evening of the first and second days will be required (prior knowledge and experience of PRINCE2™ may lessen this time). Participants take the Foundation Examination on the afternoon of day 3; most participants are able to score at least 80%. Participants will be studying alongside those preparing to take the PRINCE2™ Practitioner examination and may change to this extended programme by contacting us. Formal presentation is blended with group and individual practical exercises to reinforce learning and enable participants to benefit from others’ experience whilst preparing for the examinations. There will also be time for discussion and clarification of any issues. The programme includes a copy of the PRINCE2™ Manual, slides, accompanying notes, pre-course study pack, Practitioner exam preparation pack and entry to the Foundation examination.

Prerequisites:Some experience of working in a project management environment, or at least a good understanding of the principles and uses of project management. Prior knowledge of PRINCE2™ may be helpful, but is not essential.

Performance Based Objectives: Recognise, understand and adopt the proven good project management practice embodied in

PRINCE2™ Gain the best possible preparation for taking the Foundation examination Understand how the PRINCE2™ process model fits together Understand the context and main function of each process Understand the main ideas underlying each component Understand the uses of each component Understand the techniques described in PRINCE2™

Programme Focus: Introduction & Objectives Business and Projects Project Management Overview of PRINCE2™ Processes & Components Project Start-Up Organisation Component Business Case Component Project Scenarios Product-Based Planning Plans Component The Planning Process Management of Risk Component

Initiating a Project Configuration Management Component Controls Component Controlling a Stage, Managing Product Delivery and Managing Stage Boundaries Change Control Quality in a Project Environment Closing a Project Benefits of PRINCE2™ Foundation and Practitioner Examinations

Review of Programme



Education Publications Recruitment Consultancy Assessments 5.8 PRINCE2™ Practitioner

Course Description

Pre Course: Participants will be provided with a copy of the PRINCE2™ Manual and a pre-programme study pack prior to attending days 1 to 4 and will be expected to complete at least eight hours of directed self-study using these.Days 1 -4: Formal presentation is blended with group and individual practical exercises to reinforce learning and enable participants to benefit from others’ experience whilst preparing for the examinations. There will also be time for discussion and clarification of any issues. In addition, up to two hours of self-study on the evening of the first, second and third days will be required (prior knowledge and experience of PRINCE2™ may lessen this time). Participants take the Foundation Examination at the end of day 3 and the fourth day is devoted to planning, preparing and practising for the Practitioner Examination. Day 5: After a break of approximately one week, participants will spend the morning doing final exam preparation and will take the Practitioner examination in the afternoon. This programme includes a copy of the PRINCE2™ Manual, slides, accompanying notes, pre-course study pack, Practitioner exam preparation pack and entry to the Foundation and Practitioner examination. After passing the examination and becoming a Registered PRINCE2™ Practitioner, all Practitioners are required to pass a short re-registration examination 3 to 5 years afterwards to maintain this status.

Prerequisites:Some experience of working in a project management environment, or at least a good understanding of the principles and uses of project management.

Performance Based Objectives: Recognise, understand and adopt the proven good project management practice embodied in

PRINCE2™ Gain the best possible preparation for taking the Foundation examination Understand how the PRINCE2™ process model fits together Understand the context and main function of each process Understand the main ideas underlying each component Understand the uses of each component and the techniques described in PRINCE2™

Programme Focus: Introduction & Objectives Business and Projects Management of Risk Component Project Management Initiating a Project Overview of PRINCE2™ Processes and Components Configuration Management Component Project Start-Up Controls Component Organisation Component Controlling a Stage, Managing Product Delivery and Managing Stage Boundaries

Business Case Component Change Control Project Scenarios Quality in a Project Environment Product-Based Planning Closing a Project Plans Component Benefits of PRINCE2™ The Planning Process Foundation and Practitioner Examinations

Review of Programme



Education Publications Recruitment Consultancy Assessments 5.9 PRINCE2™ Foundation to Practitioner

Course Description

This intensive programme has been developed to progress those who have passed their Foundation examination to take or retake their Registered Practitioner examination. Participants will be provided with pre course study material and will be expected to complete two weeks of significant self-study using this. It consists of either two or three full days (depending on previous training and experience), comprising a Revision Day/Exam Prep Day and Exam Day.

Prerequisites:A Foundation examination pass, gained in the previous six months through classroom-based learning. (Our Project Specialists will be able to advise where this is not the case.) They must possess a current version of the official PRINCE2™ Manual and be prepared to achieve a score of 58 or above in the mock Foundation examination taken on the Revision Day.

Performance-based Objectives To enable participants who have already passed their PRINCE2™ Foundation examination to

achieve Practitioner statusProgramme FocusIntroduction and Objectives

Revision Day* Mock Foundation examination A comprehensive look at the entire PRINCE2™ method All the components and processes Controlling a stage Managing product delivery Managing stage boundaries Project initiation and start-up Planning and control Instructions in the areas of self-study required prior to the second day Review of Programme *Mandatory for those who did not study with WWP and otherwise discretionary, dependent on the time between gaining the Foundation qualification and the Foundation to Practitioner Upgrade event. (Guidance is available from our Project Specialists)

Exam Prep Day Foundation examination Preparation and technique for the Practitioner Examination Instructions in the area of self-study required prior to the final day

The Exam Day Exam preparation The Practitioner examination

Duration: 2-3 days Price: £895 per delegate for public courses.


Education Publications Recruitment Consultancy Assessments 5.10 PRINCE2™ Re-registration

Course Description

Pre Course: Participants will be provided with a copy of the PRINCE2™ Manual and a pre-programme study pack prior to attending days 1 to 2 and will be expected to complete at least eight hours of directed self-study using these. Days 1 - 2: Formal presentation is blended with group and individual practical exercises to reinforce learning and enable participants to benefit from others’ experience whilst preparing for the examinations. There will also be time for discussion and clarification of any issues. In addition, up to two hours of self-study on the evening of the first day will be required (prior knowledge and experience of PRINCE2™ may lessen this time). Participants take the Practitioner Re-Registration Examination at the end of day 2. This programme includes a copy of the PRINCE2™ Manual, slides, accompanying notes, pre-course study pack, Practitioner exam preparation pack and entry to the Re-Registration Practitioner examination After passing the examination and retaining Registered PRINCE2™ Practitioner status, Registered Practitioners are required to pass a short re-registration examination within a further 3 to 5 years.

Pre-Requisites:Participants must already be Registered Practitioners and will benefit by still working in a project environment

Performance Based Objectives:Participants will: Regain a good understanding of the PRINCE2™ Process Model Be able to successfully attempt the Practitioner Re-Registration exam Be able to use the process more effectively at work to help improve project performance

Programme Focus: Business and Projects Management of Risk Component Project Management Initiating a Project Overview of PRINCE2™ Processes and Components Configuration Management Component Project Start-Up Controls Component Organisation Component Controlling a Stage, Managing Product Delivery and Managing Stage Boundaries

Business Case Component Change Control Project Scenarios Quality in a Project Environment Product-Based Planning Closing a Project Plans Component Benefits of PRINCE2™ The Planning Process Prince2 Re-Registration exam




Management Skills Development

A good manager can motivate people to deliver high performance results that are sustainable for the business. Every business needs good people and most organisations have plenty of them; but even the good ones need some help to structure there own performance.

In this section we have a selection of courses that provide skills training with structure, advice and guidance that enables Manager’s to confidently approach improving their skills.

The courses are as follows:

Effective Management Skills Activity Planning Recruiting – Building the Right Team Staff Development Appraisals IT Cost Recovery Customer Perception Management Scorecards Business Management Scorecards


6 Effective Management Skills

Course Description

This course is of benefit to first time managers and supervisors and those who have been in the role for some time but without formal training. There are three sections. The role itself, motivating people and the skills a manager needs.

Topics include:The manager role

First line and first time management (+Group exercise) Management styles - effective and damaging Build a consistent style to achieve results - from you and your team Your personality profile - (+one-to-one appraisal)

Motivating the team Motivation - theory and practice Interpersonal relationships (+Group exercise) How quality is an issue and needs to be managed Dealing with problems and problem people (+Role play exercise)

Management skills Planning

o Defining the tasko Setting objectives and standards (+Group exercise)

Appraisals and personal development plans - training for success Reporting and writing techniques (+ Personal and group exercises) Managing successful meetings (+Group exercise) Presentation techniques - tips and techniques (+Personal exercise) Training and coaching - tips techniques and a little practice (+Personal exercise) Managing time - you and your team (+Group exercise) Solving problems and making decisions (+Group exercises)

o As a team and as individuals o Lateral and linear thinkingo Techniques and planningo Making decisions

Disciplinary meetings (+Personal exercise)o Getting the evidenceo Finding the way forward



6.1 Recruiting – Building the Right Team

Course Description

This course is essential for all managers responsible for recruiting new team members. These days the cost of making recruitment mistakes runs into tens of thousands of pounds – to say nothing of the disruption to the team and team objectives.Target Audience: Managers who are responsible for their own recruitment or who conduct or plan recruiting programmes and interviews. The course is also important for managers who plan, conduct or feed into induction programmes.

Topics include: Understanding the need - justifying headcount Building the job profile Building the person profile The supporting role of aptitude tests Personality profiles - interviewing aid Interviewing and Short-listing Induction planning Personal development planning interview

Duration: 1 Day Price: Please contact us for a quick quote.

6.2 Activity Planning

Course Description

This course reflects the need for managers to be driven by objectives rather than tasks. The ability to manage routine tasks with unplanned events without losing control is crucial to personal success in IT today.

This course is aimed at busy managers and their teams to introduce techniques for building an effective personal planning environment that emphasises flexibility.

This is especially relevant to those who have to be reactive yet need to keep control of planned events like project phases and routine events.

The day centres round an intensive role-play exercise that emphasises the need to plan with flexibility in mind.

Target audience: Managers, supervisors and team leaders in particular but also anyone who needs to proactively plan and schedule tasks and activity to achieve their business goals.

Topics include: Building an activity profile Selective task planning Building a flexible routine plan Understanding key result profiles Dealing with difficult situations Building an activity management system



6.3 Development Appraisals

Course Description

This course is in many ways a continuation of the "Recruiting - getting the right people into the team" course. It is for managers and supervisors, who have to manage, appraise and develop staff to achieve business and advancement potential.

By separating development appraisal from bonus/salary interviews the manager may concentrate on achievement and motivation issues.

Target audience: Managers and supervisors who plan and conduct appraisal and development interviews. The programme supports the IIP guidelines.

Topics include: Building a Personal Objectives plan Develop a Knowledge and Skills profile for each job/role Preparing for the Appraisal Interview Conducting the interview - the way forward Agreeing the personal Development plans Understanding development objectives Feedback into induction plans



6.4 IT Cost Recovery – Building Policy

Course Description

Target audience: Senior IT management responsible for implementing cost management and cost recovery projects.

Topics include: Cost management first Making a business case – pros and cons Understanding standard costs and building budgets Understanding business transactions Building a recharge policy – the perception of fairness and value for money Service level agreements – the vital link Capturing costs against platforms and services The Cost Recovery ‘engine’ The way forward


6.5 Customer Perception Management Scorecards

Course Description

This scorecard implementation service includes the training needed for the on-going use and management of the scorecards. The Perception Management Scorecards will provide:

A new and proactive way of engaging with customers. An easy to use Scorecard that will provide a quarterly set of measured results to indicate the

quality of the service delivered and the importance rating as perceived by customers.

Those who would benefit from participating in this implementation include:Senior Service Managers/Directors and Account Managers. Their customers can also be included in the planning stages with good effect.

Duration: This service can take your organisation from zero to ready-to-go-live in as little as one month. This will depend on the number of people participating and their availability.

Deliverables: At the end of the implementation you will have an easy-to-use Scorecard that has been designed and created for your organisation. Sales and Service Management people will be fully briefed on the benefits and trained in the on-going use of the Scorecard with their customers.

Duration: Dependent on client Price: Please contact us for a quick quote


6.6 Business Performance Management Scorecards

Course Description

For those who consider themselves to be, or want to be, a strategic manager then this course provides a practical insight in how and why to deploy effective scorecards. This course will enable delegates to:

Articulate the common business performance problems and how the scorecard can help to resolve them.

Establish an effective structure for business performance management.

Topics Include: Introductions and course objectives Business Performance Management

- Common problems and desired results- Terminology definitions

What are Balanced Scorecards and why are they used?- Background, aims and terminology- Destination statements – 3G scorecards

Establish the Framework- Corporate mission and strategy- What to measure and manage- Cascading objectives, measures and targets

Implementation approach- Rapid deployment through workshops- Analysis techniques- Customer perception- Data population

Performance Management- Governance- Reports, meetings and addressing low performance- Communication

Scorecard tools Summary and close



Soft Skills for IT Professionals

These courses provide basic skill sets for managers and team members alike with particular emphasis on working within an IT environment.

They are one day courses (with the exception of Presentation skills which is a three day event), designed to build and enhance ‘soft’ skills to enable individuals reach new heights in their careers.

The courses in this section are:

Being Assertive Under Pressure

Winning Words for IT Professionals

Presentation Skills for IT Professionals

Problem Solving Techniques


6.7 Being Assertive Under Pressure

Course Description

An invaluable course for everyone in the team which pays particular attention to helping delegates build effective techniques for dealing with difficult situations and people.

Topics include: Under pressure – react or respond? Understanding myself - A personal profile including counselling feedback Negotiating – getting a positive outcome Using question skills to create a positive ‘arena’ Difficult people and situations – the TA technique

The personality profile is optional and a qualified occupational psychologist provides feedback.


6.8 Problem Solving – Techniques and Practice

Course Description

Using different thinking and analysis techniques plus project/team management combine to help managers and support teams get to the causes and thence to the solutions of problems encountered in an IT environment. Short sessions supported by realistic practical exercises make this a crucial programme for managers and their teams alike.

Topics include:

Relating problems to incidents in an IT environment

Initial analysis –evidence vs. opinion + case study

Question skills. + practical exercise

Logical vs. lateral analysis techniques + case study exercise

Building the options – the decision

Building the knowledge base

Known problem analysis



6.9 Winning Words for IT Professionals

Course Description

Composing documents such as reports, emails and business letters which have impact has never been more important. This course, which has a high practical content, will cover the different types of document as well as the techniques for building and styling them for maximum effect.

Topics include:

Researching the objectives, material and readership

Building the message – structure and media

Style and content – making an impact – effective wording

Getting support – in the message and ‘behind the scenes’

Different types of document – from email to formal report.



6.10 Presentation Skills for IT Professionals

Course Description

This is a course for those who have no presentation experience as well as those with no formal training but possibly some experience of talking to groups.

One of the most practical courses in the portfolio it is designed to build the delegates’ confidence through short sessions coupled with practical exercises followed by feedback. Delegates will be encouraged to build and develop real strengths to build confidence through feeling good about themselves and their ability to deliver effective messages.

The course also covers the use of PowerPoint and building graphics and other special effects into an electronic presentation.

Topics include:

The programme is in three parts.

Building formal and informal presentations.

o Developing the ‘story’ through research of presentation objectives, audiences and the subject matter.

o Dealing with objections and barriers before the event

o An introduction to Microsoft PowerPoint

Delivering the message – giving an effective ‘performance’

o Dealing with difficult people and situations

o Getting support from your audience.

Managing the event – areas such as admin and venues.

Each delegate will give at least three presentations during the three days which will be videoed onto the delegate’s personal vhs tape.

Prerequisites: Delegates should bring two presentations with them with a third in outline only. Presentations should not be longer than 10 or 15 minutes and may be on a Laptop. There will be time to alter and develop the materials further but not to design from scratch.

The first presentation may be either work or leisure related

The second will be better if it is work related.

The third should be of a ‘persuasive’ nature to gain audience support for a specific objective. This may be on a topic of the delegate's own choice.



Assessments

For any organisation following the ITIL® route the need for an independent assessment can prove invaluable, whether to assist in supporting a business case or simply to provide a baseline as to where the organisation is starting. Additionally the assessment can provide verification and / or recommendations as to which disciplines should be introduced or focussed on first.

The Grey Matters assessments are offered as follows:

ITIL® High-Level Assessment Over a relatively short period of time via a series of interviews with staff, suppliers and business representatives, together with reference to documentation and media a report detailing the maturity of the organisation is produced. A presentation is also provided back to the organisation representatives.

Full ITIL® Assessment Reviewing in depth each of the ITIL® disciplines, involving interviews with the process owners, staff, suppliers and business representatives a complete picture is formed to the maturity of each discipline and suggesting the next steps to be taken. The assessment is expected to take several weeks to complete, depending on the complexity of the organisation, involving onsite data gathering prior to report writing and presentation.

ISO/IEC 20000 Assessment Based upon ITIL® disciplines we are able to offer an assessment, which is beneficial to an organisation considering adopting ISO/IEC 20000, or have undertaken the necessary work in preparation for the formal ISO/IEC 20000 accreditation. The independent assessment provides to benefits, firstly it assists to ensure nothing has been missed and secondly, the assessment helps to prepare staff as to what they can expect from the formal assessment. Once again a report is provided to advise of strong and weak areas.

For the organisation beginning the ITIL® journey we in our experience believe every organisation has ITIL® elements in place, more often than not they need to be expanded and/or refined.

Due to the varying size and operation of each organisation a price can only be supplied following an understanding of your business structure.


Recruitment

The Grey Matters provide professionals with varying levels of experience within Service Management and IT environments, our services include:

Resource for Permanent Roles

Our candidates retain experience from all business sectors for example Service Management Supplier, Local Government, Blue Chip.

Our standard fees based on salary are;15% up to £50,00017% £50,001 up to £75,00020% £75,001 upwards

Resource your recruitment requirements with high calibre candidates with relevant industry knowledge and expertise.

Our candidates network and database contain individuals who:

- have varying degrees of experience, ranging from specialist experience in a specific ITIL®

operational role, through to tactical and strategic placements

- have a broad breath of experience from operational to head of department

- hold the ITIL® Foundation and Practitioner certifications through to the ITIL® Managers Certificate, CoBIT, Six Sigma, Prince 2 and other qualifications

Resource interim management requirements at a fixed fee

Perhaps unique to The Grey Matters but we agree a fee at the start of the contract, if you wish to show your appreciation for the hard work, performance and capability of our contractor, unlike any other organisation the contractor will receive the full financial increase - not us.

Download our Services Catalogue.doc

Business

higher level

driving service

change advisory

grey matters

earlier itil

identifying

service offerings

industry recognised