| Program Information:
| Start Date: | Oct 24, 2009 |
| Last Date of Registration: | Oct 15, 2009 |
| Normal Track Duration: | N/A |
| Fast Track Duration: | 3 Days |
| Venue: | Hotel Sheraton, Karachi |
| Fast Track Timing: |
Monday
09:30 AM - 05:30 PM
Saturday
09:30 AM - 05:30 PM
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39,000 PKR
Program Fee:
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| Trainer Profile Ikram Ahmed Khan is a distinguished corporate advisor and lead instructor in various domains including software process improvement (CMMI), information security (ISO 27001 ISMS and COBIT), IT service management (ITIL and ISO 20000 ITSMS), quality management (ISO 9001 QMS and Six Sigma), and business continuity management (BS 25999 BCMS). Ikram has done M.S. in Computer Science (Software Systems) from Lahore University of Management Sciences (LUMS), Lahore, and B.E. in Computer Systems Engineering from NED University of Engineering and Technology, Karachi. He has also done several management courses from Institute of Business Administration (IBA), Karachi. He has more than ten years of rich, cross-functional and diversified industry experience. Ikram is PSEB's (Pakistan Software Export Board) recognized and approved CMMI Lead Consultant. He is also a Candidate for SEI Authorized 'Introduction to CMMI' Instructor, Candidate for SEI CMMI SCAMPI Lead Appraiser, ITIL Service Manager, PMI Certified Project Management Professional (PMP), ASQ Certified Software Quality Engineer (CSQE), IRCA Certified ISO 27001:2005 Information Security Management System Lead Auditor, IRCA Certified ISO 9001:2000 Quality Management System Lead Auditor, itSMF Certified ISO 20000:2005 IT Service Management System Consultant, Six Sigma Black Belt, and COPC Registered Coordinator. Ikram has advised several organizations from various industry sectors including software development, IT enabled services, telecommunication, banking & finance, and logistics. His clients have ranked him "Excellent" in technical knowledge, capability to deliver, helpfulness and overall value delivered. As project manager, he has successfully managed multi-million dollars IT projects for premier local and international organizations. As one of the leading corporate instructors in Pakistan, Ikram has delivered several training courses and workshops for various organizations including State Bank of Pakistan, PSEB, and PASHA. More than 2,000 executives and professionals from 130+ organizations have benefited from his sessions. From last five years, he has also been associated with various graduate schools as Adjunct Faculty Member. Ikram is Member of IEEE and IEEE Computer Society USA, Project Management Institute (PMI) USA, American Society for Quality (ASQ) USA, The Business Continuity Institute (BCI) International, Pakistan Engineering Council (PEC) and The Indus Entrepreneurs (TIE) Karachi Chapter. He is also Founder Member & Vice President of Ponder Alliance, and Founder Member & President of Karachi SPIN. |
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Program Detail:
This 3-day course introduces the concepts of IT Service Management (ITSM) based on Version 3 of the IT Infrastructure Library (ITIL). It describes the IT Service Management Lifecycle. It also provides a set of specialized organizational capabilities for providing value to customers in the form of services.
ITIL - the Information Technology Infrastructure Library - is the most widely-accepted approach to IT Service Management in the world. It provides a cohesive set of best practice, drawn from the public and private sectors internationally. ITIL is supported by a comprehensive qualification scheme, accredited training organizations, and implementation and assessment tools. The best-practice processes promoted in ITIL both support and are supported by the International Organization for Standardization’s standard for IT Service Management (ISO 20000 ITSMS).
Contents
The course will cover:
Introduction
- Defining IT Service Management
- Reviewing the structure and scope of the Foundation Certification Examination
- People, process, technology and partners
ITIL Concepts
- Service Management as a Practice
- Concepts of Service Management
- The Service life cycle
Service Strategy
- Define Market
- Develop Offering
- Develop Strategic Assets
- Plan for Execution
Service Design
- Service Catalog Management
- Service Level Management
- Capacity Planning
- Availability Planning
- IT Service Continuity Planning
- Information Security Planning
- Supplier Management
Service Transition
- Transition Planning & Support
- Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Service Validation and Testing
- Service Evaluation
- Knowledge Management
Service Operation
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
Continuous Service Improvement
- Service Reporting
- Service Measurement
- ROI of Services
- Service Level Management
Review Program and Exam Tips
Mock Exam
Benefits
- Identify the lifecycle and fundamental processes involved in IT Service Management and how to integrate them into your business’ IT service model
- Understand how It and Business can collaborate to improve overall productivity and efficiency
- Learn to move the reactive relaionship between IT and users to a proactive relationship
- Learn ITSM concepts via an exciting and interactive simulation
Materials Provided
- Course reference manual containing printed copies of presentation
- Mock examination paper
- Course certificate
- CD containing relevant course material
Please Note:
The training schedule is tentative, and can be changed without any prior notice. Business Beam also reserves the right to change the training cost, venue, trainer or training outline of the programs at its sole discretion.
