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 20000 [...]

La certification ITIL® 5 Foundation forme aux pratiques actuelles de gestion des services IT, intégrant l'IA, DevOps et l'optimisation des flux de valeur. Cette formation de 2 à 3 jours prépare à l'examen officiel et couvre les concepts fondamentaux du cadre ITIL 5, les quatre dimensions de gestion et le système de valeur ITIL. En bref : Durée de formation : 2 à 3 jours avec examen de certification inclus ITIL 5 intègre l'intelligence artificielle, GenAI et l'automatisation dans le cycle de vie des services 4 dimensions obligatoires : organisations et personnes, partenaires et fournisseurs, information et technologie, flux de [...]

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 Service [...]

La certification Lean IT Foundation enseigne aux organisations informatiques comment optimiser la valeur client par l'amélioration continue des processus. Basée sur les principes du Lean Manufacturing adaptés à l'IT, elle constitue le prérequis obligatoire pour les certifications avancées Lean IT et se combine avec ITIL®, PRINCE2® et P3O®. En bref : Certification de niveau Foundation délivrée par la Lean IT Association Prérequis obligatoire pour les certifications Lean IT Kaizen Lead, Lean IT Coach et Lean IT Leadership Couvre 5 domaines principaux : valeur client, processus, gestion de la performance, organisation et comportements Approche complémentaire aux frameworks ITIL®, PRINCE2® et P3O® [...]

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 and weaknesses [...]

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 needs. [...]