Service Catalogue - theitsmhub.com.au · Agile Project Management Foundation 3 $1995.00 Agile...

Service Catalogue

Service Catalogue 2017 www.theitsmhub.com.au Phone: 1300 424 025 Email: [email protected] ©The ITSM Hub Pty Ltd, 2017. All rights reserved. No part of this document can be reproduced without permission. 2

What We Offer Training

Take ITIL®, COBIT®, Lean IT, DevOps, Agile, Project Management, Organisational Change Management and Business Relationship Management courses in many learning formats.

Consulting/Contracting – Gap Peer short term to long term placements

Our consultants are the best in the industry. With an average of 20+ years’ industry experience they relate course content with real-world experience.

Online Tools & Resources

Through our exclusive partnership with Pink Elephant, the PinkATLAS™, PinkSCAN™, PinkREADY™, resources are available at the click of a button.

Using This Catalogue The Catalogue provides an overview only of our service offerings. For specific pricing or further details on the courses, visit our website or give us a call. The Table of Contents is on the next page!

http://www.theitsmhub.com.au/

mailto:[email protected]


Contents What We Offer ................................................................................................................................................ 2

Training ........................................................................................................................................................ 2

Consulting/Contracting – Gap Peer short term to long term placements................................................... 2

Online Tools & Resources ............................................................................................................................ 2

Using This Catalogue ....................................................................................................................................... 2

WHY CHOOSE THE ITSM HUB? ............................................................................................................................. 7

Training Learning Formats ............................................................................................................................... 7

Self-Paced .................................................................................................................................................... 7

Public ........................................................................................................................................................... 7

In-House....................................................................................................................................................... 7

Conference .................................................................................................................................................. 7

PRICES .................................................................................................................................................................. 8

ONSITE IT TRAINING SERVICES ............................................................................................................................ 9

BRING ALL THE COURSES LISTED ABOVE INHOUSE! ........................................................................................... 9

Let our Expert Trainers come to you. ............................................................................................................. 9

CONSULTING ...................................................................................................................................................... 11

Why Choose Us for Consulting? .................................................................................................................... 11

Roadmaps and Planning ................................................................................................................................ 11

How We Can Assist .................................................................................................................................... 11

Benefits ...................................................................................................................................................... 11

Assessments and Baselining .......................................................................................................................... 12

Benefits ...................................................................................................................................................... 12

Flexible Assessment Approaches ............................................................................................................... 12

Is PinkBASELINE or PinkSCAN Right for You? ............................................................................................. 12

Service Definition and Service Catalogue Development ............................................................................... 13

The Case for Service Definitions and Service Catalogues .......................................................................... 13

How Hard Could It Be? ............................................................................................................................... 13

How We Can Assist .................................................................................................................................... 13

IT Coaching, Mentoring, and Organisational Change .................................................................................... 14

How We Can Assist .................................................................................................................................... 14

Benefits ...................................................................................................................................................... 14

Examples of Coaching and Mentoring Delivered ....................................................................................... 14

Process Design, Documentation, and Implementation ................................................................................. 15

Benefits ...................................................................................................................................................... 15

Examples of Assistance Provided ............................................................................................................... 15

Temporary Management Placement Service – ‘Gap Peer’ ........................................................................... 16

What is it? .................................................................................................................................................. 16

How Does It Work? .................................................................................................................................... 16




TRAINING – BIG DATA SCIENCE CERTIFICATION ....................................................................... 17

What is Big Data? .......................................................................................................................................... 17

Why should my organisation use Big Data? .................................................................................................. 17

Big Data Courses ............................................................................................................................................ 17

Certified Big Data Professional .................................................................................................................. 17

Certified Big Data Scientist ........................................................................................................................ 17

TRAINING – SERVICE AUTOMATION FRAMEWORK................................................................... 18

What is Service Automation? ........................................................................................................................ 18

Service Automation Courses ......................................................................................................................... 18

Service Automation Foundation ................................................................................................................ 18

TRAINING – ITIL CERTIFICATION ......................................................................................................................... 19

Foundation Level ........................................................................................................................................... 19

ITIL Foundation .......................................................................................................................................... 19

ITIL Practitioner Certification ........................................................................................................................ 19

ITIL Practitioner: Enabling Critical Competencies ...................................................................................... 19

ITIL Capability Certification ........................................................................................................................... 19

ITIL Operational Support & Analysis .......................................................................................................... 19

ITIL Release Control & Validation .............................................................................................................. 19

ITIL Service Offerings & Agreements ......................................................................................................... 19

ITIL Planning, Protection & Optimisation .................................................................................................. 20

ITIL Lifecycle Certification .............................................................................................................................. 20

ITIL Service Strategy ................................................................................................................................... 20

ITIL Service Design ..................................................................................................................................... 20

ITIL Service Transition ................................................................................................................................ 20

ITIL Service Operation ................................................................................................................................ 20

ITIL Continual Service Improvement .......................................................................................................... 20

Which to Choose – ITIL Service Lifecycle or ITIL Capability Courses? ............................................................ 21

ITIL Expert Certification ................................................................................................................................. 21

Managing Across the Lifecycle ................................................................................................................... 21

ITIL Overview ................................................................................................................................................. 21

ITIL Executive Overview .............................................................................................................................. 21

ITIL Overview ............................................................................................................................................. 21

TRAINING – AGILE, DEVOPS, SIAM AND LEAN IT CERTIFICATION ...................................................................... 22




Agile Certification .......................................................................................................................................... 22

Agile Scrum Foundation ............................................................................................................................. 22

Certified Agile Scrum Master & Leader ..................................................................................................... 22

Certified Agile Service Manager ................................................................................................................ 22

Certified Agile Process Owner ................................................................................................................... 22

DevOps Certification ..................................................................................................................................... 22

Service Integration & Management (SIAM) Certification .............................................................................. 22

Lean IT Certification ...................................................................................................................................... 22

Lean IT Foundation .................................................................................................................................... 22

Lean IT Kaizen: Implementing Lean IT Practices ........................................................................................ 22

NEW! Lean IT Leadership ........................................................................................................................... 22

TRAINING – ASSETS, RELATIONSHIPS, AND ORGANISATIONAL CHANGE ........................................................... 23

IT Asset Management .................................................................................................................................... 23

ITAM Foundations ..................................................................................................................................... 23

Certified Software Asset Manager ............................................................................................................. 23

Certified Hardware Asset Management Professional ............................................................................... 23

Business Relationship Management ............................................................................................................. 23

Business Relationship Management Professional ..................................................................................... 23

Certified Business Relationship Manager .................................................................................................. 23

Organisational Change Management ............................................................................................................ 23

Organisational Change Management Foundation ..................................................................................... 23

Organisational Change Management Practitioner .................................................................................... 23

Organisational Change Management Workshop....................................................................................... 23

TRAINING – PROJECT MANAGEMENT ................................................................................................................ 24

PRINCE2 24

Project Management PRINCE2 Foundation ............................................................................................... 24

Project Management PRINCE2 Practitioner .............................................................................................. 24

Project Management PRINCE2 Boot Camp ............................................................................................... 24

Agile Project Management ............................................................................................................................ 24

Agile Project Management Foundation ..................................................................................................... 24

Agile Project Management Practitioner .................................................................................................... 24

TRAINING – NON-CERTIFICATION AND ‘HOW TO’ WORKSHOPS ....................................................................... 25

The 1-Day Leadership Master Class............................................................................................................... 25

How to Define & Implement A Service Catalogue......................................................................................... 25

Problem Management: Root Cause Analysis Workshop ............................................................................... 25

IT Service Management Strategic Roadmap ................................................................................................. 25

How to Define & Implement A CMDB According to ITIL Best Practices ........................................................ 25

Implementing IT Service Management Boot Camp....................................................................................... 25

Agile Service Management Primer ................................................................................................................ 25




BUSINESS SIMULATIONS .................................................................................................................................... 26

ITSM In Action: The Apollo 13 Simulation ..................................................................................................... 26

DevOps In Action: The Phoenix Project Simulation ...................................................................................... 26

IT/Business Alignment in Action: The Grab@Pizza Simulation ..................................................................... 26

ONLINE TOOLS & RESOURCES ............................................................................................................................ 27

PinkATLAS™ ................................................................................................................................................... 27

Why Choose PinkATLAS? ........................................................................................................................... 27

PinkSCAN™ .................................................................................................................................................... 27

Why Choose PinkSCAN? ............................................................................................................................ 27

Smart Kits ...................................................................................................................................................... 28




Why Choose the ITSM Hub? We are recognised as industry experts known for reliable, high quality education deliverables.

Our consulting professional services and training courses are delivered by highly experienced Consultants and Trainers – all with 20+ years of real-world industry experience and expert knowledge in the areas they specialise in.

Most of our courses include a web-based option to accommodate today’s busy professional.

Training Learning Formats Pink Elephant offers a variety of formats for our courses and workshops, including:

Self-Paced Self-paced courses are cost effective, time efficient and flexible since you can learn at your own pace, anytime, anywhere.

Comprehensive, accredited courseware prepares you for the official online exam – perfect for the business leader on the go!

Public Learn in a traditional classroom format from a certified expert possessing an average of 20+ years of ITSM experience. To find an upcoming course in a major city near you, visit our website for the Public Course Schedule.

In-House Bring the education experience in-house when it is most convenient for your team and at the location of your choice. This is a great opportunity to educate your team efficiently, foster team building experiences, and allow for company-specific discussion to align new learning with corporate projects and goals.

Conference Special Price for Australian Customers of the ITSM Hub! Now in its 23rd hugely successful year! Our conference attendees tell us our event is the best in the industry. We’re very proud of that.

We take this education experience very seriously, with content covering IT Service Management (ITSM), IT Leadership, Stategic Management, Lean IT, Agile, DevOps, Organisational Change Management,

“Communication, Tools and Technology, just to name a few. Others try, but no one can surpass our content-rich and comprehensive program!”

My mind was blown! And my eyes were opened to what looking at IT through business eyes really means.

Pink17 was not only the best Pink conference yet, it was the very best industry event I have attended in many, many years – period!

Pink’s annual conference has the best minds in the industry, covers the most content and allows me to take away truly amazing insights each year. – Pink17 Attendees




Prices Item Duration/Days Self-Paced Online

Price Public Price Certified Big Data Professional 3 $2995.00 Certified Big Data Scientist 5 $3995.00 Service Automation Foundation 2 $1995.00 ITIL Foundation 2 $595.00 $1395.00 ITIL Practitioner Certification 3 $995.00 $2295.00 ITIL Operational Support & Analysis 4 $995.00 $2995.00 ITIL Release Control & Validation 4 $995.00 $2995.00 ITIL Service Offerings & Agreements 4 $995.00 $2995.00 ITIL Planning, Protection & Optimisation

4 $995.00 $2995.00

ITIL Service Strategy 4 $995.00 $2995.00 ITIL Service Design 4 $995.00 $2995.00 ITIL Service Transition 4 $995.00 $2995.00 ITIL Service Operation 4 $995.00 $2995.00 ITIL Continual Service Improvement 4 $995.00 $2995.00 Managing Across the Lifecycle 5 $995.00 $3995.00 ITIL Executive Overview ½ $3000.00 ITIL Overview 1 $3000.00 Agile Scrum Foundation 2 $1595.00 Certified Agile Scrum Master & Leader

3 $2295.00

Certified Agile Service Manager 3 $2295.00 DevOps Essentials 3 $2295.00 Lean IT Foundation 2 $595.00 $1595.00 Lean IT Kaizen: Implementing Lean IT Practices

3 $2695.00

Lean IT Leadership 3 $2695.00 ITAM Foundations 2 $1995.00 Certified Software Asset Manager 2 $1995.00 Certified Hardware Asset Management Professional

2 $1995.00

Business Relationship Management Professional

3 $1395.00 $2495.00

Certified Business Relationship Manager

5 $3495.00

Organisational Change Management Foundation

3 $995.00 $2295.00

Organisational Change Management Practitioner

2 $1595.00

Project Management PRINCE2 Foundation

3 $1795.00

Project Management PRINCE2 Practitioner

2 $1395.00

Project Management PRINCE2 Boot Camp

5 $2495.00

Agile Project Management Foundation

3 $1995.00

Agile Project Management Practitioner

2 $1395.00

The 1-Day Leadership Master Class 1 $995.00 How to Define & Implement A Service Catalogue

2 $595.00 $1295.00




Item Duration/Days Self-Paced Online Price Public Price

Problem Management: Root Cause Analysis Workshop

2 $1295.00

IT Service Management Strategic Roadmap

2 $1495.00

How to Define & Implement a CMDB According to ITIL Best Practices

2 $1295.00

Implementing IT Service Management Bootcamp

3 $1995.00

Agile Service Management Primer 1 $995.00 ITSM In Action: The Apollo 13 Simulation

1 $5500.00

DevOps In Action: The Phoenix Project Simulation

1 $5500.00

IT/Business Alignment in Action: The Grab@Pizza Simulation

1 $5500.00

Onsite IT Training Services

Bring all the courses listed above inhouse!

Let our Expert Trainers come to you.

Our Onsite IT Training service is a cost-effective training option for organisations wishing to train multiple team members at the same time. We provide the training materials and trainer, you provide the training facilities.

Benefits of the onsite delivery option include:

• The ability to adjust course timings to accommodate business requirements. We can start earlier, finish later, or stop for significant events as needed;

• A focus on the situations and scenarios that are most relevant to your needs; • Use of your own experiences in applying real-world case studies and examples; • Reduction/elimination of staff travel overheads to attend training; and • Highly flexible options for customising content for workshops and non-certification courses.Onsite

Training can be organised for our full training portfolio.




The Services




Consulting Why Choose Us for Consulting?

• Our experienced consultants are industry leaders and are specifically trained to adapt, adopt and combine frameworks at a fit-for-purpose level to fit your company’s unique situation

• We provide a full lifecycle of solutions in our assessments, strategic planning, implementation and continuous improvement coaching to help you achieve top-notch results

• We apply a holistic approach considering the People, Process, Product and Partner aspects unique to your organisation and ensure they are considered throughout the consulting process

• As your trusted advisor, we transfer knowledge and skills to you and your team, and work with you hand-in-hand every step of the way.

Roadmaps and Planning If the PinkSCAN and PinkBASELINE service offerings answer the questions “Where are we now?” and “Are we there yet?”, process improvement roadmaps answer some very important additional questions:

• Why are we doing this? (Vision)

• Where do we want to be? (specific objectives and outcomes relevant to the vision) • What should our overall approach be to achieve the desired outcome?

How We Can Assist Our consultants can help you connect the dots between current issues and desire for improvement, and working out which things matter the most to your business (and the answer is almost never ‘everything’!). We can facilitate or assist with:

• Evaluation of competing improvement opportunities • Conduct of roadmap and planning workshops • Development of service improvement roadmaps • Highlighting organisation-specific risk factors and constraints.

Benefits

• Business priorities and constraints are identified and placed in context at the outset • Incorporates real-world guidance on improvement dependencies and timescales

• Produces realistic and practical roadmaps • Reduces rework and wasted effort • Delivers clear objectives.



https://www.theitsmhub.com.au/consulting/assessments/pinkscan/

https://www.theitsmhub.com.au/consulting/assessments/pinkbaseline/


Assessments and Baselining The PinkSCAN and PinkBASELINE process assessment approaches are proven methodologies for helping IT service organisations and businesses answer the question “Where are we now?”.

Benefits Using standardised questions and evidence-gathering techniques, supplemented by interviews and observation, we report on the current state of the service organisation. Find out:

• What’s working well • What’s not working well – and why it matters • The process capability/maturity ratings as they currently stand • Opportunities for improving your practices and processes

• Recommended actions for addressing the not-so-good things – and what the result should be • Suggestions for timing and effort • Whether the organisational culture is ready for the change – or not.

Flexible Assessment Approaches

• Choose the processes and related tools, and culture you want assessed • Define any scope limits or context – departmental, local, national, global • Select from on-site, online, or mixed assessment methods

• Receive the report in person, in Word document format, or as a PowerPoint presentation.

Is PinkBASELINE or PinkSCAN Right for You?

PinkBASELINE PinkSCAN

Objective Focused capability assessment & recommendations for improvements

In-depth maturity assessment as first step of major project plan

Approach A quick review of process capability and critical success factors related to people, process, product and partner

A comprehensive and blended (online/on-site) discovery approach for establishing process maturity, benchmark comparison and cultural acceptance

Method Flexible discovery (meetings, workshops, discussions)

Structured online surveys supported by on-site validation workshops

Deliverables High level Executive PowerPoint presentation focused on capability gaps and next steps recommendations

Detailed written report and executive presentation focused on current state process maturity, culture and next steps

Benefits A baseline (starting point) of what can be improved

Comprehensive & repeatable with industry benchmarking

Scope 3 processes, single site, with involvement of key customer staff

3-21 processes depending on customer need with wide involvement of staff across the organisation

Who Organisations that wish to quickly get an accurate but high-level understanding of their current capability of practice

Organisations that wish to have a broad view of the perception of current state ITSM process maturity across the organisation

Why A quick gap analysis to jump start an ITSM project A broad long-term view of an ITSM project










Service Definition and Service Catalogue Development The Case for Service Definitions and Service Catalogues This is an often overlooked but critical dependency for successful service management and reporting. Well-defined services are used to:

• Enable more valid evaluation of the merit of establishing, continuing, or retiring a service in Service Portfolio Management;

• Provide a basis for reporting on service outcomes, rather than reporting metrics related to the technologies on which those services run;

• Form the basis for establishing service level requirements and service level agreements; • Guide development of service-based configuration object models, from which service-based

Configuration Management Databases (CMDBs) can be created and used; • Form the top level of logical and scalable categorisation models, against which to record incidents,

requests, problems, changes, releases, and other service management records.

How Hard Could It Be? The challenges in defining services are, however, often under-estimated:

• Do we really understand what services we are offering? • Do we understand how our customers are using our services – and what value they gain from that

use? • How do we describe those services in terms that make sense to our customers and users? • What offerings comprise each service? • How should we (and can we) measure the service in a relevant and meaningful way? • How do we avoid falling into the trap of describing technology or applications – instead of services? • Do we need to know everything, for a service definition or description to be useful: how much

information is ‘enough’?

How We Can Assist Our expert consultants can guide you through the definition and development of services and service catalogues, using examples, templates, facilitated discussions and coaching.

Our engagement model for this service is extremely flexible – we can help a little or a lot, depending on your situation and requirements.




IT Coaching, Mentoring, and Organisational Change How We Can Assist Speed up your organisation’s ability to learn new practices with our customised workshops, coaching and mentoring service.

Drawing upon extensive consulting and facilitation experience, and shameless plundering of our vast body of workshop and course materials, we can provide workshops that mix training and consulting into a highly effective and specific solution to your problems.

Benefits

• Scheduled to fit in with your timings • No wasted content – tailored to meet your needs • Specific guidance relevant to your organisational situation • Flexibility in pacing and discussion points – formal, informal or dedicated coaching as required • Focus on practicality and real-world experiences

• Audience size can be one or many. The coaching and workshops can be delivered as standalone items, or as part of a wider service improvement initiative. They can be delivered in a short timeframe, or progressively over months or years, in the case of coaching or mentoring.

Examples of Coaching and Mentoring Delivered

• How to Design Processes workshops • How to Implement Incident Management workshops • How to Establish a Service Catalogue workshops • How to Assess Changes workshop

• Responsibilities of Process Owners workshop • How to Establish a Measurement Framework workshop • Managing the lifecycle of Problems workshop • How to Define Services – Why Does It Matter? • Creating and using the CSI Register workshop • Coaching - The responsibilities of CAB Members

• Coaching/Mentoring – Major Incident Managers • Coaching/Mentoring – Service Management Office • Coaching/Mentoring – New Process Owners • Coaching/Mentoring – Establishing CSI • Coaching/Mentoring – Integrating Frameworks




Process Design, Documentation, and Implementation Process design, documentation and implementation sounds really easy if you say it fast, but it can be very messy in reality.

Sometimes organisations need a hand to move from current state to desired state.

Benefits

• We bring not only our individual expertise to the table, but the accumulated wisdom of 10+ years of global knowledge of Pink Elephant consultants.

• Flexibility – we can do the work for you, facilitate workshops, coach and mentor the key stakeholders and decision makers, act as the reviewer, of just be an occasional advisor.

• No lock-in contracts or subscriptions. • Good, honest, practical and cost-effective support that matches your needs. We’ll even provide

advice via email for free (conditions apply).

Examples of Assistance Provided

• Change Management process redesign • ITSM Tool upgrade functional specification development • Service Catalogue design and development

• Process Owner coaching and mentoring • Incident Management process documentation development • Problem Management process design and documentation • ITSM Tool/Process standard models design and development • ITSM Tool Replacement Request for Tender development • Continual Service Improvement framework development and documentation

• Measurement design for processes and services • Job description development and updating




Temporary Management Placement Service – ‘Gap Peer’ What is it? Every IT service provider has situations where positions become temporarily vacant. It might be long service leave, medical leave, somebody leaving the organisation, or a restructure: but now you find there’s a role that needs to be filled for a couple of months.

We can help you fill those gaps with highly accredited and highly experienced people. Our team at The ITSM Hub comprises many consultants and trainers who have come from senior IT management roles into consulting roles later in their career – but they haven’t forgotten how to do IT management. We can now offer these people to fill roles temporarily for you – acting as a valuable member of your management team and getting things done until the position is refilled or filled permanently.

Call us to see how we might be able to help with your next management staffing challenge – but be quick. Our people are in high demand and once they’re assigned to an engagement, they’re not available for weeks or months.

How Does It Work? It’s easy – work out what your needs are, and give us a call. The diagram below highlights the sort of information that we’d use to find the best match for you.

The Position is…

Vacant Now

Soon to be vacant

The position needs to be filled for….

1 Month

2 Months

3 Months

Longer than 3 Months

The position is located in…

Adelaide

Brisbane

Canberra

Darwin

Hobart

Melbourne

Sydney

Other……..

The person needs to have a background in…

Government

Financial

Retail

Hospitality

Legal

Military

Engineering

Manufacturing

Telecommunications

Outsourced IT Service Provision

Healthcare

Not-for-Profit

Pharmaceuticals

Transport

Mining

Tourism

The role will involve managing…

Strategy

Business Relationships

Architecture

PMO

Service Management

Analysis and Design

Development

Security

Transitions

Service Desk(s)

Applications

Infrastructure

Operations

Data

Facilities

Vendors

Ideally, the person should be certified in

Strategy/Governance

Relationship Management

Enterprise Architecture

IT Service Management

IT Asset Management

Project Management

Agile Development

Business Intelligence

Big Data

DevOps

Lean

Six Sigma




Training – Big Data Science Certification What is Big Data? All around us, people are generating Big Data. Every message on your phone, every email you write and every post that you like. All that combined is labelled as Big Data and contains a wealth of information. How organisations can reap the benefits of Big Data is the subject of Big Data science.

The programs below discuss how structure and unstructured data can be combined to provide valuable information for organisations. Big Data leads to new insights, better decisions and a long-term competitive advantage.

Pink Elephant provides the Big Data courses based on the content of the Big Data Science School. A collection of courses establishes a set of vendor-neutral industry certifications with different areas of specialisation.

Founded by best-selling author Thomas Erl, this curriculum enables IT professionals to develop real-world Big Data science proficiency. Because of the vendor-neutral focus of the course materials, the skills acquired by attaining certifications are applicable to any vendor or open-source platform.

Why should my organisation use Big Data? Companies that make data-driven decisions outperform competitors who make decisions based on personal insights. Over the last 10 years, data-driven companies have grown tremendously. People with the knowledge and skills to analyse data and build data models are highly sought after by almost every organisation.

The Big Data courses give you the skills to stay ahead of the market and become a leader in Big Data.

Big Data Courses Certified Big Data Professional The purpose of this certification is to instil proven understanding and capabilities of common, foundational Big Data analysis and technology concepts, mechanisms and considerations.

This knowledge establishes a sound foundation that can be further built upon with additional training, accreditation and experience.

Certified Big Data Scientist This certification imparts the necessary skills and understanding required for successful exploration and interpretation of Big Data datasets.

Along with a firm understanding of fundamental and advanced Big Data concepts and terminologies, a Certified Big Data Scientist is also required to have a thorough understanding of the Big Data analysis lifecycle and foundational mechanisms essential for acquiring, processing and storing Big Data datasets.

Exploratory data analysis (EDA) and confirmatory data analysis (CDA) techniques, statistical concepts, visualisation tools and machine learning algorithms are taught and assessed in this certification program.



http://www.bigdatascienceschool.com/


Training – Service Automation Framework

What is Service Automation? Service Automation is the concept of achieving customer loyalty by the use of automated technologies, and builds upon a large demographic and sociological trend. We have become accustomed to arranging our lives online and expect services that can match those expectations: we are the Self-Service Generation.

The Service Automation Framework® has been created to find a methodical way to discuss Service Automation. It provides a step-by-step approach, including a number of design elements and processes, which every organisation can use to systematically enhance its Services.

As with any model, it is a simplified version of reality, but it structures the mind and provides uniform terminology when discussing the contents with co-workers and colleagues. Nothing more, nothing less.

We encourage you to adapt and apply the model in any way that you see fit, and which helps you and your organisation.

Service Automation Courses Service Automation Foundation This course will give you deep insight into the concept of Service Automation, the concept by which you can automate your service offering. If you adequately apply Service Automation in your organisation, you will see both employee and customer satisfaction rise and significantly increase the number of people who will ‘like’ our company.

.



http://www.serviceautomation.org/


Training – ITIL Certification Foundation Level ITIL Foundation This official ITIL Foundation certification course provides you with a general overview of the ITSM Lifecycle which is outlined in ITIL’s five core books – Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement (CSI).

ITIL Practitioner Certification ITIL Practitioner: Enabling Critical Competencies This intensive 3-day course introduces the 9 Guiding Principles critical to embedding a culture of CSI. Students will also learn how to leverage ITIL good practices in order to adopt, adapt and apply ITIL to specific circumstances and requirements of an organisation.

ITIL Capability Certification ITIL Operational Support & Analysis The focus of this Intermediate course is on the operational processes of the ITIL Service lifecycle and covers:

• Event Management • Incident Management • Request Fulfillment

• Problem Management, and • Access Management.

ITIL Release Control & Validation The focus of this Intermediate course is for service management professionals engaged in delivering new or updated services and solutions. The course covers:

• Knowledge

• Change Management • Release and Deployment Management • Service Asset and Configuration Management • Service Validation and Testing • Change Evaluation, and • Request Fulfilment.

ITIL Service Offerings & Agreements This Intermediate course covers the processes needed to ensure that services are properly defined, offered, measured and invested in, consistent with business needs. It comprises:

• Service Portfolio Management • Service Catalogue Management • Service Level Management

• Demand Management • Supplier Management • Financial Management for IT Services, and • Business Relationship Management.




ITIL Planning, Protection & Optimisation The focus of this Intermediate course is on the processes required to ensure that services are appropriately designed to meet expected business needs, both now and for the anticipated life of the service. IT comprises:

• Capacity Management • Availability Management • IT Service Continuity Management

• Information Security Management, and • Demand Management.

ITIL Lifecycle Certification ITIL Service Strategy For ITSM Professionals seeking to understand how to integrate IT and business processes as well as formulate stronger ITSM strategies. The course covers the processes and concepts articulated in the ITIL Service Strategy reference.

ITIL Service Design For ITSM Professionals seeking to gain a more in-depth understanding of IT business integration and obtain practical guidance regarding the management principles and core concepts required to design new, or modify existing, IT services. The course covers the processes and concepts articulated in the ITIL Service Design reference.

ITIL Service Transition For ITSM Professionals seeking to gain an understanding of how to consistently manage change, and the introduction, transfer and decommissioning deployment of new or changed services. The course covers the processes and concepts articulated in the ITIL Service Transition reference.

ITIL Service Operation For ITSM Professionals seeking to gain practical guidance of the service delivery and support phase of ITIL’s service lifecycle model. The course covers the processes and concepts articulated in the ITIL Service Operation reference.

ITIL Continual Service Improvement For ITSM Professionals seeking to gain a better understanding of ROI, measurements and metrics, and trending and management reporting. The course covers the processes and concepts articulated in the Continual Service Improvement reference.




Which to Choose – ITIL Service Lifecycle or ITIL Capability Courses? We often get asked which course stream or individual courses should be chosen from these course streams, as there is overlap of coverage between them. Here are some quick thoughts that may assist your selection:

• While there is overlap of coverage, there are no certification prohibitions on doing similar courses from the different streams – although it may not be an ideal use of time and money.

• The Capability stream covers related processes from one or more of the ITIL Service Lifecycle stages, focusing on practitioner and manager perspectives in establishing and running processes.

• The Lifecycle stream covers processes from one part of the ITIL Service Lifecycle only. The perspectives are more tactical/managerial, with a focus on lifecycle stage outcomes.

• If prospective students are intending to progress to ITIL Expert certification, note that the Service Strategy and Continual Service Improvement courses provide good background for ITIL Expert.

ITIL Expert Certification Managing Across the Lifecycle The Managing Across the Lifecycle course is the ‘capstone’ course necessary to become an ITIL Expert – the highest ITIL course qualification.

This course, as the name suggests, brings together all the principles and practices previously learned, and adds new concepts necessary to enable ITSM professionals to take a full-service lifecycle perspective on managing IT services for their organisation.

A total of 17 ITIL course credits are required as a prerequisite for this course.

ITIL Overview ITIL Executive Overview The ITSM Hub will provide a Senior Consultant to facilitate an executive level ITIL awareness discussion to support the organisation’s ITSM awareness objectives.

ITIL Overview Available in customised formats to suit specific audiences and durations, the ITIL Overview provides an understanding of the key principles, concepts and terminology to staff who will not be undertaking ITIL certification training.

The ITIL Overview is also a great refresher workshop for organisations seeking to maintain its service management practices and competencies




Training – Agile, DevOps, SIAM and Lean IT Certification Agile Certification Agile Scrum Foundation An introductory course to understand the fundamentals of Agile, Scrum and related methodologies benefiting business and IT Professionals.

Certified Agile Scrum Master & Leader The course covers fundamentals, and also provides a managerial and leadership perspective on Agile and Scrum related methodologies for those facilitating and enabling Agile teams.

Certified Agile Service Manager This course provides an introduction to Agile Service Management, the application, and integration of agile thinking into service management processes and process design projects.

Certified Agile Process Owner This course provides guidance into the process owner responsibilities, so they can describe what they are doing as a process and provides the education needed to oversee the design, re-engineering and improvement of IT Service Management processes; particularly in the context of Agile Service Management.

DevOps Certification DevOps Essentials

This certification course, designed by Pink Elephant, provides a new and unique perspective of DevOps through the ‘Full Stack’ of culture, practices and automation.

DevOps Leadership

This DevOps Leadership certification course, designed by Pink Elephant, focuses on addressing the challenges of establishing and maintaining the “Full Stack” approach to DevOps.

Service Integration & Management (SIAM) Certification SIAM Foundation

SIAM is a methodology used to manage multiple service providers and to integrate them seamlessly to provide a single business-facing IT organisation. The SIAM™ Foundation test a candidate’s knowledge and understanding of the terminology and the core principles.

Lean IT Certification Lean IT Foundation This introductory course features the core principles of Lean and is applicable to all IT operations regardless of sector or industry.

Learn how Lean helps IT departments become more business-value oriented, removing waste, inflexibility and variability.

Lean IT Kaizen: Implementing Lean IT Practices With major focus on the Six Sigma DMAIC and Lean A3 models, this practical and hands-on 3-day course teaches and equips individuals to define, facilitate and lead Lean IT Kaizen improvement initiatives.

NEW! Lean IT Leadership This 3-day course provides you with the knowledge of how and why Lean leadership principles are different from traditional hierarchical or command and control models




Training – Assets, Relationships, and Organisational Change IT Asset Management ITAM Foundations This course is designed to impart an extensive overview of IT Asset Management (ITAM) best practices and processes as well as ways to embrace multiple organisational frameworks such as IT Service Management.

Certified Software Asset Manager This course teaches the importance of adhering to software regulations, and how to develop a well planned and executed Software Asset Management program.

Certified Hardware Asset Management Professional This course is designed to address the numerous issues plaguing professionals in managing hardware assets.

It provides the framework for establishing and maintaining sound organisational hardware asset management practices.

Business Relationship Management Business Relationship Management Professional This 3-day very comprehensive management level course provides guiding principles and a framework not provided elsewhere, for managing key business relationships to drive strategic value.

Certified Business Relationship Manager The CBRM® Practitioner Qualification is intended for the intermediate-to-advanced Business Relationship Manager, as it focuses on advancing to the role of Strategic Business Relationship Manager. As such, the primary focus is on strategic business relationship management, leveraged to optimise business value to the enterprise.

Organisational Change Management Organisational Change Management Foundation Provides participants with essential information and tools to understand how to contribute to a change management team. Learn how to help people deal more effectively with change by overcoming resistance and maintaining their commitment to change.

Organisational Change Management Practitioner The valuable knowledge and techniques gained in the Organisational Change Management Foundation course will be applied to ‘real world’ change processes. Learn how to develop a collaborative team that can successfully embed and sustain change initiatives.

Organisational Change Management Workshop NEW! Leading the Organisational Change Process

Participants will gain the skills, knowledge and practical application experience they need to effectively and efficiently plan and manage an organisational change initiative using Kotter’s 8-step model and other principles of change management.




Training – Project Management PRINCE2 Project Management PRINCE2 Foundation Project Management Foundation is an introductory course for those seeking to become effective project contributors and for those who wish to obtain the PRINCE2 certification.

Project Management PRINCE2 Practitioner In Project Management Practitioner, you’ll learn how to apply and tailor PRINCE2 processes, themes and techniques within a project environment, and learn how to evaluate completed projects and project events.

Project Management PRINCE2 Boot Camp This 5-day certification Boot Camp combines the Project Management Foundation and Practitioner courses. The first part of the Boot Camp (Foundation) focuses on learning the theoretical knowledge contained in the PRINCE2 body of best practice. The second part of the Boot Camp (Practitioner) provides guidance on how to effectively apply and practice the new knowledge within a project environment.

Agile Project Management Agile Project Management Foundation The Agile Project Management (AgilePM®) Certification aims to address the needs of those working in a project-focused environment who want to be agile. With this program, they can learn how to combine flexibility with proven process for successful agile project delivery.

Agile Project Management Practitioner The practitioner level empowers, encourages and equips you with an in-depth knowledge of not just the certification, but also how to apply and implement these principles into the life of a project manager on a daily basis.




Training – Non-Certification and ‘How To’ Workshops The 1-Day Leadership Master Class This course is presented in four parts, beginning with an overview on the meaning of ‘leadership’, and ending with case studies of how the principles taught were successfully implemented in real life.

How to Define & Implement A Service Catalogue For managers who want to learn why the Service Catalogue and its underlying service structure is the cornerstone of any ITSM program, and how to map IT services to business processes and functions.

Problem Management: Root Cause Analysis Workshop This workshop will provide you with a practical, structured approach to applying established root cause analysis principles and techniques to identify the sources of recurring incidents and service downtime.

IT Service Management Strategic Roadmap This workshop will provide you with the strategic knowledge required to navigate around common pitfalls and establish an ITSM improvement project that delivers tangible results for success.

How to Define & Implement A CMDB According to ITIL Best Practices For ITSM professionals who want to learn the critical success factors for defining, building, deploying and managing a best practice Configuration Management Database (CMDB).

Implementing IT Service Management Boot Camp In this 3-day, boot camp style workshop you will receive the critical knowledge needed to successfully set up your ITSM program and project, establish process governance, build your tool strategy and define your deployment plans to achieve meaningful results.

Agile Service Management Primer This 1-day course shows how proven ITSM capabilities, Lean, Agile and DevOps practices can work together to enable digital transformation, accelerate IT processes, remove waste, lower cost and increase value to your customers.

You will learn the essential knowledge needed to adopt new practices and adapt service management processes to deliver business value throughout the organisation.




Business Simulations Professional Business Simulations are interactive workshops in which teams of employees work on challenging issues within a simulated environment. The environment can be the same or a totally different context to the 'normal' working environment. In a simulation, each participant will play a role and has specific tasks, responsibilities and authority.

Participants must discuss and agree how they will work together as a team. Our Business Simulations are facilitated by trainers who provide the team with support and instructions, and who also helps the team reflect on their experiences and what they have learned. The facilitator can also help reflect on how to translate the learning points into the participants own working environment.

Simulations are played in a number of rounds so that participants can see, feel and experience improvements as the simulation progresses. It is the reflection moments between rounds when people learn and make improvement choices that will have an impact in the next round.

ITSM In Action: The Apollo 13 Simulation During this very popular 1-day interactive workshop, participants learn how to apply ITIL and ITSM concepts to a real life situation using the historical events involved in the ‘successful failure’ story of Apollo 13.

DevOps In Action: The Phoenix Project Simulation Based on the popular DevOps book, The Phoenix Project, this one-day simulation has been created to provide a real-life business experience for how to apply a collaborative and integrated approach to working between software development, IT operations and IT service management, and business units.

IT/Business Alignment in Action: The Grab@Pizza Simulation A business simulation that marries theory with hands-on practice, this 2-day workshop is highly interactive and combines the power of experiential learning with a practical discussion on how to apply IT Service Management (ITSM) best practices. In a simulated environment, participating teams learn to apply ITIL® and ITSM concepts to real business situations.




Online Tools & Resources PinkATLAS™ With PinkATLAS, you can successfully navigate your way through an ITSM implementation. Get the knowledge you need to immediately increase your team’s productivity.

Why Choose PinkATLAS? PinkATLAS is your essential online resource centre. Access over 600+ value-added resource items including numerous templates, process maps, how-to guidelines, checklists, podcasts, whitepapers, and more to get you on the road to implementing improvements in your organisation.

The tools and resources in PinkATLAS have all been designed to support industry best practices and continual improvement efforts. Enjoy 24/7 access to ‘ready-to-go’ templates and resources in areas such as ITIL, ITSM, IT Governance, Program & Project Management, Lean IT and Organisational Change.

PinkSCAN™ PinkSCAN is an online process maturity assessment tool to help your organisation determine the level of maturity of your current ITSM processes. Benchmark your processes with access to over 20+ ITIL assessments.

Why Choose PinkSCAN? Do you know how mature your IT processes are? PinkSCAN provides your organisation with the ability to run your own process maturity assessments to perform gap analyses and compare your processes to other organisations in your industry.

PinkSCAN’s ‘do-it-yourself’ approach for benchmarking your ITSM processes is an ideal way to understand the basics of process maturity and how to implement changes for continual improvement. Your organisation can use PinkSCAN to assess core processes such as IT Asset Management, Request Fulfillment, Service Catalogue Management and Supplier Management.




Smart Kits Smart Kits and Virtual Consulting for IT and Business Improvement Projects

“Smart Kits – essentially bundles of valuable tools and resources we've created to address specific best practice improvement areas and subjects”.

Choose from a growing number of ‘kits’ containing key guidance to get started on your most pressing IT and business improvement projects:

• Project & Process Templates • Example Plans & Checklists • Case Studies • Multi-Media Education Modules.

Each of our Smart Kits contain valuable resources to start, improve or optimise your IT and business projects, and are designed to provide you with specific guidance. Smart Kits are available in the following key areas:

• Orientation Guidance • Improvement Guidance • Getting Started with ITSM • Prepare for Organisational Change.




Copyright Information The ITSM Hub Affiliate is working in conjunction with the Accredited Training Organisation Pink Elephant Inc. ITIL® is a Registered Trade Mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library® is a Registered Trade Mark of AXELOS Limited The ITIL® and PRINCE2 Licensed Affiliate logos are trademarks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. PRINCE® is a Registered Trade Mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. TOGAF® and ArchiMate® are a registered trademark of The Open Group in the United States and other countries COBIT® are registered trademarks in the United States; all others are trademarks used by ISACA. PMBOK® is a registered trademark of the Project Management Institute, Inc. BRMP® is a registered trademark of the Business Relationship Management Institute Inc. BRMI® is a registered trademark of the Business Relationship Management Institute Inc. DevOps Foundation®, Certified Agile Service Manager (CASM)®, Certified Agile Process Owner (CAPO)® & Agile Service Management® are registered marks of the DevOps Institute International Association of Information Technology Asset Managers, IAITAM, the IAITAM logo and iaitam.org are trademarks of the International Association of Information Technology Asset Managers, Inc. (“IAITAM, Inc.”), registered in many jurisdictions worldwide. Pink Elephant and its logo, PinkVERIFY, PinkSCAN, PinkATLAS, PinkSELECT, and PinkREADY are either trademarks or registered trademarks of Pink Elephant Inc.>>



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