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Course rating of 4 Vendor rating of 4

This 2-day workshop will introduce Service Asset and Configuration Management process and its importance to the success of ITSM program in an organization.

Course Outline
This 2-day workshop will introduce Service Asset and Configuration Management process and its importance to the success of ITSM program in an organization. Also, it will discuss:

- The process activities
- The tools and technology that should support the process and the considerations that should be taken when choosing such tools
- How to manage the process, verify the integrity of the information and improve the process maturity over time.

Delivery Methods

€¢ Instructor led Classroom environment
€¢ Virtual Web-based


IT professionals interested in understanding the content and concepts of the new ITIL® 2011, as well as understand the differences with previous ITIL® V3:
€¢ Senior technical and operational staff
€¢ IT professionals and consultants
€¢ IT customers
€¢ SACM process Owner
€¢ SAMC process Managers
€¢ Configuration Management system Analysts
€¢ Configuration Management system tool administrators
€¢ Business Analysts, IT Process Designers, Data Architect
€¢ Change Managers
€¢ IT Consultants, IT Project Managers

Program Objectives

€¢ The course objectives are to enable course participants a solid understanding of:
- ITSM lifecycle at high level
- The Service Asset & Configuration Management process
- The required organizational buy-in and commitment
- The associated tools and technologies
- The related roles and responsibility
- The approach to implementing, managing and improving the process over time.

Program Contents

€¢ The program will Introduce ITSM at high level; also it will provide you with the knowledge and first steps to:
- Ensure business buy-in and commitment
- The importance of Governance, risk management for ITSM and all its processes
- Define and create a SACM process
- Define and create a CMDB plan
- Understand the CSFs, KPIs, Metrics associated with the CMS/CMDB
- Understanding the relationships between SACM, CMS, CMDB and other ITSM processes, especially Change Management process
- Impact of change and change resistance
- Linkage and integration with different supporting tools
- The roles and responsibilities associated with the process from defining to managing and improving (Owner, Managers, coordinators, librarians, tools administrators, etc€¦)
- Defining and designing CMDB related data model
- Defining, designing and deploying CMS/CMDB
- Technology and deployment considerations
- Defining and building a project plan for creating a CMDB

Program Material (handout)

€¢ A printed copy of the instructor€(TM)s presentation will be distributed to the participants.
€¢ Additional sample documents and templates including:
- Example project plan for creating a CMDB
- Considerations to keep in mind when purchasing a CMS/CMDB tools and technologies
- RACI matrix identifying roles and responsibilities
- Sample roles and responsibilities
- Checklist for criteria to select appropriate CMDB

ITIL® is a registered trade mark of the Cabinet Office

The Swirl logo"¢ is a registered trade mark of the Cabinet Office


Prerequisites & Certificates

ITIL® Foundation certificate is recommended. Can be obtained by taking Course ITIL Foundation Certification includes exam)

Certificates offered

Cancellation Policy
10 business day cancellation policy. if the course is confirmed and the student cancels within 10 days of the course, then they get charged and apply a credit for future courses. If they cancel outside of 10 business days, then there are no charges at all.
Map & Reviews
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We have not received any reviews specific to this course as yet, however here are some reviews of the training vendor.

I realize that we are constantly dealing with technology, but I still think for a registration fee of almost $3,000, that a hardcover book should be included. I know that the option to print the book on a one-time basis exists.
Reviewed by 2016
Reviewed by 2016
The instructor was very knowledgeable and answered all questions. Jarod did an excellent job presenting.
Reviewed by 2015
The room was cold. I had to sit next to the space heater. It would be good to tell future patrons to dress warmly AHEAD of time. No suprises.
Reviewed by 2015
He was great and offered his contact info for further questions.
Reviewed by 2015
Howard was a fantastic instructor and the course was exactly what I required.
Reviewed by 2014
The trainer was excellent - the course exceeded my expectations.
Reviewed by 2014
This course provides an excellent overview and a bit of practice on the various functions of SharePoint 2013. I was disappointed at the number of exceedingly long breaks given after each module. I would have preferred less break time and more content to the course. Having never taken a SharePoint course with another provider, I don't know if this is the norm with all providers of just this one in particular.
Reviewed by 2014
I ranked the "Use of Technology" low because for Users who were remote the VM's that were setup were a little wonky. Could be very slow at times and then sometimes they needed to be refreshed to work properly with the lab. In some instances we couldn't follow along as replication would not occur fast enough and we would have our lab cut short (for us remote Users).
Reviewed by 2014
The instructor was good at remembering to acknowledge the online students even though he was facing a classroom of students also.
Reviewed by 2014
Insructor was not so good with the live examples. Also the handouts was not so useful
Reviewed by 2013
The trainer was excellent, very knowledgeable and had a lot of valuable experience to share. The problem was that there were way too many workshops that took too long and interfered with getting the maximum benefit from the instructor and the course.
Reviewed by 2013
This was quite informative. It was a great opportunity to have ‘real life’ discussions with certified PMs. The instructor had excellent examples and was able to share his PM experiences with us with concrete examples. In addition, this was a great opportunity to network with private sector/public sector PMs and develop a better appreciation of PM on both sides of the fence. Cheers, CL
Reviewed by 2013
Reviewed by 2013
I did not like the video format
Reviewed by 2013
As a remote attendee, it appeared the instructor paid attention to the "Attendee" and "Chat" windows only a few times throughout the day, so I was not confident that he would see if I sent a message or raised my hand during the course.
Reviewed by 2013
The chairs were not very comfortable and the material contained spelling and grammatical error (a few but still)as well as repetition of words.
Reviewed by 2013
Was a bit slow the last 1/2 day. Of course, for some, this was the last of a 4 day course (not just 2 days).
Reviewed by 2013
I really enjoyed the course and I learned a lot. The pace was excellent.
Reviewed by 2013
Reviewed by 2013
The room was excellent on its own - less distraction and no noise around you. There was no direction to the room when I walked in and therefore was not sure if I was heading in the right direction. We were not provided with the direction that there was coffee and fridge on the 3rd floor, and the bathroom floor was dirty.
Reviewed by 2012
This course was great, very informative, had Lionel as instructor and he was also very good.
Reviewed by 2012
Instructor was eager to assist but lacked subject matter expertise. Course time management was very poor. Content provided could have been delivered effectively in a one day course.
Reviewed by 2012
Good Course, good trainer. All questions addressed equally and in a timely professional manner.
Reviewed by 2011
The course content was interesting; however, the instructor didn't have enough knowledge about Microsoft Sharepoint 2010 Development and wasn't able to answer questions without google search. In the future CTE needs to make sure the instructors have real on-hands experience and are highly trained in the technologies they are supposed be teaching.
Reviewed by 2011

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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