| Support Center Analyst (SCA) Training |
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| Date & Time: |
Sept 8-9, 2008; 8:30 AM - 5:00 PM |
| Topic: |
Support Center Analyst(SCA)Certification Training |
| Speaker: |
TBD - Certified Instructor, HDI |
| Host/Location: |
Los Angeles, CA |
| Directions: |
For directions and to register go to http://www.thinkhdi.com/certification/courseCalendar.aspx |
| Description: |
Support Center Analysts are part of your vital frontline and they represent your entire organization. HDI’s the Support Center Analysts course (SCA) provides analysts of all levels with strategies for effective customer care and problem resolution, as well as fundamental support processes and tools. In addition, the course prepares you for passing Support Center Analyst (SCA) certification!
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| Support Center Manager (SCM) Training |
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| Date & Time: |
Sept 10-12, 2008; 8:30 AM - 5:00 PM |
| Topic: |
Support Center Manager (SCM) Certification Training |
| Speaker: |
TBD - Certified Instructor, HDI |
| Host/Location: |
Los Angeles, CA |
| Directions: |
For directions and to register go to http://www.thinkhdi.com/certification/courseCalendar.aspx |
| Description: |
This three-day course focuses on the best practice standards and skills necessary to successfully manage the strategic and tactical components of a support organization. Additionally, this course provides participants with a raised awareness and understanding of the ITIL® best practice framework and its application.
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| Support Center Team Lead (SCTL) Training |
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| Date & Time: |
Sept 22-23, 2008; 8:30 AM - 5:00 PM |
| Topic: |
Support Center Team Lead (SCTL) Certification Training |
| Speaker: |
Paul Dooley - Certified Instructor, HDI |
| Host/Location: |
Irvine, CA |
| Directions: |
For directions and registration go to http://www.thinkhdi.com/certification/courseCalendar.as |
| Description: |
The support center team lead serves as the champion for the customer and the focal point for support center analysts. For this reason, a team lead must be customerfocused, be able to drive change and process improvements, provide training, and deliver customer support.
The HDI Support Center Team Lead course is designed for support center professionals who have been or will be promoted to a team lead position and require fundamental management and leadership skills for their increased responsibilities. |
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| ITIL Foundations Training (V3) |
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| Date & Time: |
Sept 24-26, 2008; 8:30 AM - 5:00 PM |
| Topic: |
ITIL Foundations Certification Training (V3) |
| Speaker: |
Paul Dooley - Certified Instructor, HDI |
| Host/Location: |
Irvine, CA |
| Directions: |
For directions and to register go to http://www.thinkhdi.com/certification/courseCalendar.aspx |
| Description: |
This APMG®–accredited ITIL® v3 Foundations Certification course provides IT professionals with industry certification of the ITIL best practices framework. During this three-day course, participants will learn how to improve IT operations and demonstrate overall business value. What you will learn:
Service Strategy — How to align IT strategy with business goals and expectations.
Service Design — Transform business requirements into strategic solutions.
Service Transition — Manage change, risk, and quality assurance.
Service Operation — Establish day-to-day business operations and customer expectations.
Continual Service Improvement — Strategize for overall process and service improvement.
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| Date & Time: |
As requested |
| Topic: |
ITIL Awareness Training (V3) |
| Speaker: |
Paul M. Dooley |
| Host/Location: |
Irvine, CA, or your facilities |
| Directions: |
Class is heald in Irvine at Palm Court Executive Suites, 15615 Alton Parkway, Suite 450, Irvine, CA 92618. For a map, please visit maps.yahoo.com. |
| Description: |
This one day ITIL awareness seminar provides a comprehensive overview of ITIL V3 - an introduction to the concepts of IT Service Management, the new ITIL framework, the five life-cycle stages, processes and functions, and guidelines for how to proceed with next steps toward implementing ITIL best practices.
What you will learn in our ITIL V3 Awareness Seminar:
* IT Service Management – what it is, and why it is so important
* The ITIL V3 Services Management Life Cycle - concepts, structure
* ITIL V3 compared to ITIL V2 - differences, similarities
* Key Benefits of implementing ITIL for an IT organization
* How ITIL can improve effectiveness and efficiency
* Key ITIL terminology - enabling you to “talk ITIL"
* The ITIL framework - life cycle stages, processes and functions
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| Support Center Analyst (SCA) Training |
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| Date & Time: |
Nov 10-11, 2008; 8:30 AM - 5:00 PM |
| Topic: |
Support Center Analyst(SCA)Certification Training |
| Speaker: |
Paul Dooley - Certified Instructor, HDI |
| Host/Location: |
Irvine, CA |
| Directions: |
For directions and to register go to http://www.thinkhdi.com/certification/courseCalendar.aspx |
| Description: |
Support Center Analysts are part of your vital frontline and they represent your entire organization. HDI’s the Support Center Analysts course (SCA) provides analysts of all levels with strategies for effective customer care and problem resolution, as well as fundamental support processes and tools. In addition, the course prepares you for passing Support Center Analyst (SCA) certification!
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| Support Center Analyst (SCA) Training |
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| Date & Time: |
Dec 1-2, 2008; 8:30 AM - 5:00 PM |
| Topic: |
Support Center Analyst(SCA)Certification Training |
| Speaker: |
Paul Dooley - Certified Instructor, HDI |
| Host/Location: |
San Diego, CA |
| Directions: |
For directions and to register go to http://www.thinkhdi.com/certification/courseCalendar.aspx |
| Description: |
Support Center Analysts are part of your vital frontline and they represent your entire organization. HDI’s the Support Center Analysts course (SCA) provides analysts of all levels with strategies for effective customer care and problem resolution, as well as fundamental support processes and tools. In addition, the course prepares you for passing Support Center Analyst (SCA) certification!
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| Support Center Manager (SCM) Training |
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| Date & Time: |
Nov 12-14, 2008: 8:30 AM - 5:00 PM |
| Topic: |
Support Center Manager (SCM) Certification Training |
| Speaker: |
Paul Dooley - Certified Instructor, HDI |
| Host/Location: |
Irvine, CA |
| Directions: |
For directions and to register go to http://www.thinkhdi.com/certification/courseCalendar.aspx |
| Description: |
This three-day course focuses on the best practice standards and skills necessary to successfully manage the strategic and tactical components of a support organization. Additionally, this course provides participants with a raised awareness and understanding of the ITIL® best practice framework and its application.
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