New Era in Business Service Delivery

Dubai - Hyderabad - Perth - Adelaide - Sydney - Melbourne - Auckland

You are here: Our Services > IT Best Practice Advice > Training & Skills Transfer

Formal Best Practice training of the customer’s staff is one of the keys to the success of our “Cherwell Service Management” projects.

Our “Cherwell Service Management” implementation team provides customer staff with dedicated skills transfer during workshops and common efforts in developing and designing processes. However, this would not replace formal Service Management training. We typically recommend ITIL qualifications for selected staff members for securing a smooth and efficient design and implementation and for the long-term success of the initiative. Having necessary skills at appropriate level will enable customer staff to contribute to the assessment and design efforts in a more efficient and effective manner. This would then increase the relevance of the customer’s specific details and aspects of the result.

On our Cherwell Service Management projects we typically recommend using the following formal ITIL trainings, ideally with associated certification exams:

  • ITIL Foundation for selected staff members who have not yet attended a formal ITIL Foundation training. This training can be delivered in batches conducted over 3 to 4 days duration each. Up to 25 delegates can be in one class, which we do not recommend. Approximately 8 to 12 delegates in a class provides the best results. The ITIL Foundation trainings can be provided in languages other than English (e.g. Arabic).
  • Selected ITIL Intermediate trainings for selected senior staff of IT that are to play key roles in the design and implementation of the Service Management improvements and the management of “Cherwell Service Management” technology. Although these trainings can be delivered in-house we usually recommend considering our public batches depending on the number of staff requiring intermediate trainings. Intermediate level ITIL trainings require 3 to 5 days per module depending on the module chosen. Our public trainings include boot camps allowing all of these courses to be conducted over a dedicated two week session with additional access to online E-learning material. Intermediate and advanced level ITIL trainings are only available in English language.
  • ISO 20000 Practitioner is recommended to appropriate customers and their selected staff members who will play a key role in the achievement of ISO 20000 certification. This qualification is usually delivered over 3 days. This training can only be in English language.

Additional training offerings in other Best Practices and Standards include:

  • ISO 27001
  • Prince2
  • MSP
  • Cloud Computing

All of the above trainings can be organized in-house, or customer delegates can attend our training partner’s regular public trainings. We usually provide the customer with special pricing on the basis of our training partner having an active ITSM consulting project within the customer’s organization.

Fact sheets of the recommended trainings are available on our partner’s website Impetus Consulting along with the public training course calendar. We provide further details of our training programs and prices as soon as the training requirements are captured during the assessment and implementation phases.