Service Management courses
Management seminars
Management by processes in service organisations 
The lever to empower people to greater performance
A one-day introduction to the philosophy as well as the practical aspects of ‘management by processes’, a management approach adapted to the use of processes. This seminar presents another perspective to the usual process approach, in the light of theories and philosophies in the area of management and leadership.
View slide show presentation about the course.
ITIL® V3
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
ITIL® V3 Foundation
A three-day course for students wishing to gain the ITIL® FOUNDATION Certificate. The course covers the lifecycle approach to Service Management and the key processes needed for efficient design, transition and operation of services.
ITIL® V3 Essentials
A two-day course (designed for students not wishing to take the Foundation examination) which covers the lifecycle approach to Service Management and the key processes needed for efficient design, transition and operation of services.
ITIL® V3 Overview for Managers
A one-day course that gives Managers an awareness of what ITIL® is all about and of the benefits organisations can gain by adopting the ITIL® good practice for Service Management. The course focuses on the need for cost effective quality service provision that meets customers’ needs.
ITIL® V3 Overview for Developers
A one-day course that gives designers and developers an awareness of what ITIL® is all about. The course stresses the importance of design and development to achieve quality of services and customer satisfaction. It explains the need for IT services to be functional as well as easy to operate and support
ITIL® V3 Overview for Technicians
A one-day course that gives IT operations and support staff an awareness of what ITIL® is all about. Attendees will understand the pivotal role they play in Service Management and how they contribute to the quality of service and to customer satisfaction.
ITIL® V3 Briefing
Half-day presentation to give participants an awareness of what ITIL® is about. Three different briefings exist, targeted respectively at technical staff, developers or Managers. Details available on request.
ITIL® V3 Operational Support and Analysis (OSA)
A five-day course from the CAPABILITY stream of the ITIL® V3 INTERMEDIATE level leading to the OSA certificate examination. The course is designed for staff involved in IT operations support and focuses on key day to day processes (incl. Incident and Problem Management) together with the ITIL® Functions (incl. Service Desk).
ITIL® V3 Intermediates RCV, SOA and PPO
As well as OSA, there are three other Capability Lifecycle courses available. They are ‘Release, Control and Validation’, ‘ Service Offerings and Agreements’ and ‘Planning, Protection and Optimisation’. Details available on request.
ISO 20000
ISO 20000 Auditor
A two-day course enabling students to understand the requirements of the ISO 20000 standard and leading to the ISO 20000 Auditor certification from itSMF. The course assumes students have knowledge of auditing, either internal or external.
ISO 20000 Consultant
A three-day course for consultants who will be helping an organisation either gain or maintain their Service Management processes to the level required by the ISO 20000 standard. The course covers all the requirements of the standard and leads to the ISO 20000 Consultant certification from itSMF.