What You Will Learn

• How to leverage governance, frameworks, standards, and best practices
• Strategies for successful service level management
• How to design and implement business aligned incident management and service request processes
• Trending analysis and root cause techniques for proactive problem management
• A logical approach to implementing an efficient change management process

Who Should Attend?

Service Management and support professionals who desire advanced training for designing, implementing, managing, and optimizing these core service management processes:

• Incident Management
• Problem Management
• Change Management
• Service Level Management

Course Outline

• How to leverage governance, frameworks, standards, and best practices

• Strategies for successful service level management

• How to design and implement business aligned incident management and service request processes

• Trending analysis and root cause techniques for proactive problem management

• A logical approach to implementing an efficient change management process

Take-aways:

• How to assess the maturity of your service management processes

• Develop your Process Roadmap

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Paid Member Price: $1599 | Price: $1699

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

• Minimize the impact on your daily schedule by only training two hours a day for three days.
• Learn only what you need to with targeted, topic-specific courses.
• Ask questions and interact with the instructor.

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Paid Member Price: $1599 | Price: $1699

Facilitated by a faculty member, this two-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

• Maintain adequate coverage in your support center by staggering training dates.
• Focus on learning by being out of the office.
• Structured discussions facilitate networking and learning from real-world experiences.
• To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

View the Public Classroom FAQs.

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HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

• Control class size and pick training dates that accommodate your business schedule.
• Focus on your organization’s key issues and pain points.
• Save money. With groups of eight or more, this option is often more cost effective.
• To learn more about this program, contact an account manager or call 1.800.248.5667.

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HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

• Learning is facilitated by someone who knows your business intimately.
• Your instructor can customize specific areas (e.g., show actual company reports).
• Your company controls the training schedule.
• To learn more about this program, contact an account manager or call 1.800.248.5667.

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