ISO/IEC 20000 Foundation
Fifalde Consulting Inc.’s launch of a 2 1/2-day training for Foundation in IT Service Management according to the new ISO/IEC 20000 certificate provides organizations and individuals with the essential understanding of ISO/IEC 20000 and prepares them for the certification examination. The certificate is supplementary to the ITIL Foundation certificate and both together become the required background for professionals working in the provision of quality IT services. Who should attend? Members of any IT organization or IT dependent organization who hold the ITIL Foundation certification and who play a role in quality IT management or have an interest in the ISO/IEC [...]
ITIL® 4 Foundation
The ITIL 4 Foundation training can be valuable for individuals already certified under the previous version. As companies evolve, so do the demands on IT. As such, we are constantly keeping pace with the ever-changing requirements for IT Services. A long awaited update to the best practice guidance of the IT Infrastructure Library was released in the winter of 2019. The ITIL version 4 and now its latest publication provides a holistic approach to managing services and maximizing business efficiencies. Fifalde Consulting Inc.’s ITIL 4 Foundation course is a two- or three-day event that provides learners an extensive introduction to the [...]
Kepner-Tregoe®
What ITIL® really provides is a high level framework and clear set of definitions around terminology which is very useful. But what ITIL does not provide is the mechanics and ‘how to’ get from A to B and that’s really where the Kepner-Tregoe process comes in. It helps you to actually manage and execute those processes. Background Kepner-Tregoe, is one of the leading troubleshooting companies in the world with more than half a century of experience in improving process performance for customer service and support. The Kepner-Tregoe problem analysis method is recommended as a best practice in the official ITIL [...]
Lean IT Foundation
Lean IT Foundation helps IT organizations to ensure that they provide their customers with the best possible services. Through understanding customer value, the processes that deliver this value, the way to manage performance, the way to organize and the required attitude and behavior, IT organizations are helped to develop a continuous improvement mindset. Lean IT is complementary to all other best practice methods (such as ITIL®, PRINCE2® and P3O®). This course covers the Foundation level certification of the Lean IT Association. Further Lean IT qualifications are Lean IT Kaizen Lead, Lean IT Coach and Lean IT Leadership. The Lean IT [...]
Providing Better Customer Service Workshop
In today's business climate, customer service training is more important than ever. Helping employees and managers to examine their attitudes about customer service and suggesting ways to boost their customer service performance is essential. Getting people to see the multiple opportunities for improving customer service and retention is an important step in any quality-minded organization. Our workshop “Providing Better Customer Service” is effective with people at all levels, executives and employees alike, because each person is able to identify his or her own service action plan. The workshop is designed to give participants a profile of their customer service strengths [...]
Service Catalogue
A service catalog (or catalogue), as defined in Information Technology Infrastructure Library (ITIL®) Service Design, is a list of services that an organization provides, often to its employees or customers. Each service within the catalog typically includes: A description of the service Timeframes or service level agreement for fulfilling the service Who is entitled to request/view the service Costs (if any) How to fulfil the service Our workshop is designed to not only provide valuable guidance to organizations on how to build a service catalog but also to support organizations in developing their service catalog in line with their specific [...]
TIPA® Assessor for ITIL®
TIPA® (Tudor IT Process Assessment) is an internationally-recognized framework for IT process assessment that uses the principles of the ISO/IEC 15504 standard to determine the maturity level of IT processes within an organization. The ISO/IEC 15504 standard, an internationally accepted standard for process assessment, defines an assessment method that can be easily adapted to different process frameworks – TIPA® takes advantage of this flexibility by creating a framework that can support process assessment for ITIL. TIPA® for ITIL ITIL is a common model for IT Service Management and is adopted by organizations worldwide. TIPA® for ITIL successfully combines the process [...]
TIPA® Lead Assessor for ITIL®
he TIPA® Lead Assessor course is designed for IT professionals who lead TIPA® assessments. TIPA® Lead Assessors are senior certified TIPA® Assessors who will be responsible for the overall assessment project from scoping, customer management to presenting the final report. This 2-day course equips the participant with the ability to lead a process assessment project based on the TIPA® framework. The course enables participants to collaborate with executive and top management to define the scope and plan of an assessment project, and define the project assessment team structure. At the end of the course, participants will be able to use [...]
ISO/IEC 27001 Lead Auditor
ISO/IEC 27001 Lead Auditor training enables you to develop the necessary expertise to perform an Information Security Management System (ISMS) audit by applying widely recognized audit principles, procedures and techniques. During this training course, you will acquire the necessary knowledge and skills to plan and carry out internal and external audits in compliance with ISO 19011 and ISO/IEC 17021-1 certification process. Based on practical exercises, you will be able to master audit techniques and become competent to manage an audit program, audit team, communication with customers, and conflict resolution. After acquiring the necessary expertise to perform this audit, you can [...]
IT Security Planning
IT Security planning is essential to any organization. The development, appreciation, and expression of the IT security strategy and plan are the single most important factors in setting the security tone for an organization. If you try to achieve a level of security that is too ambitious and inappropriate for the organization, you will not retain support from management. They will soon see that you are pumping money and head-count where it is not effective. Yet unless you take a high-level, whole organization approach, you will never obtain the backing or the funding to enforce any policy you write. The [...]