Upcoming Events

Fifalde Consulting Inc.’s launch of a 2 1/2-day training for Foundation in IT Service Management according to the new ISO/IEC 20000 certificate provides organizations and individuals with the essential understanding of ISO/IEC 20000 and prepares them for the certification examination. The certificate is supplementary to the ITIL Foundation certificate and both together become the required background for professionals working in the provision of quality IT services. Who should attend? Members of any IT organization or IT dependent organization who hold the ITIL Foundation certification and who play a role in quality IT management or have an interest in the ISO/IEC [...]

The ITIL 4 Foundation training can be valuable for individuals already certified under the previous version. As companies evolve, so do the demands on IT. As such, we are constantly keeping pace with the ever-changing requirements for IT Services. A long awaited update to the best practice guidance of the IT Infrastructure Library was released in the winter of 2019. The ITIL version 4 and now its latest publication provides a holistic approach to managing services and maximizing business efficiencies. Fifalde Consulting Inc.’s ITIL 4 Foundation course is a two- or three-day event that provides learners an extensive introduction to the [...]

What ITIL® really provides is a high level framework and clear set of definitions around terminology which is very useful. But what ITIL does not provide is the mechanics and ‘how to’ get from A to B and that’s really where the Kepner-Tregoe process comes in. It helps you to actually manage and execute those processes. Background Kepner-Tregoe, is one of the leading troubleshooting companies in the world with more than half a century of experience in improving process performance for customer service and support. The Kepner-Tregoe problem analysis method is recommended as a best practice in the official ITIL [...]

Lean IT Foundation helps IT organizations to ensure that they provide their customers with the best possible services. Through understanding customer value, the processes that deliver this value, the way to manage performance, the way to organize and the required attitude and behavior, IT organizations are helped to develop a continuous improvement mindset. Lean IT is complementary to all other best practice methods (such as ITIL®, PRINCE2® and P3O®). This course covers the Foundation level certification of the Lean IT Association. Further Lean IT qualifications are Lean IT Kaizen Lead, Lean IT Coach and Lean IT Leadership. The Lean IT [...]

In today's business climate, customer service training is more important than ever. Helping employees and managers to examine their attitudes about customer service and suggesting ways to boost their customer service performance is essential. Getting people to see the multiple opportunities for improving customer service and retention is an important step in any quality-minded organization. Our workshop “Providing Better Customer Service” is effective with people at all levels, executives and employees alike, because each person is able to identify his or her own service action plan. The workshop is designed to give participants a profile of their customer service strengths [...]

A service catalog (or catalogue), as defined in Information Technology Infrastructure Library (ITIL®) Service Design, is a list of services that an organization provides, often to its employees or customers. Each service within the catalog typically includes: A description of the service Timeframes or service level agreement for fulfilling the service Who is entitled to request/view the service Costs (if any) How to fulfil the service Our workshop is designed to not only provide valuable guidance to organizations on how to build a service catalog but also to support organizations in developing their service catalog in line with their specific [...]