Pre-Conference Training

Organizational Change Management Foundation

September 28-30, 2018

8:30 a.m. – 4 p.m.

Course Overview and Learning Objectives

Change is a constant in today’s dynamic and hyper-competitive business world.

Business leaders and line managers MUST be equipped with the right skills and knowledge to effectively lead transformational change.

What is often ignored or forgotten when leading a change initiative is the people and cultural side of change, resulting in 70% of change initiatives failing (according to the Kotter Institute). Don’t be on the wrong side of that statistic!

There are two major factors that contribute to change not being successfully implemented. The first is that the change process is not managed effectively, and the second is because people impacted by the change are not guided effectively.

The Organizational Change Management Foundation Certification course is a 3-day program that equips you with the knowledge and tools to understand transformational leadership and change, guidance on gaining employee commitment and overcoming resistance, and techniques to inspire your staff to embrace change and sustain it to keep your organization moving in the right direction.

The course also fully prepares you for the exam leading to the Change Management Foundation Certification.

During the course, there are four major areas covered to ensure that you understand the concepts, terms, principles, models and approaches for effectively leading and managing the people side of change:

  1. Change & The Individual
  2. Change & The Organization
  3. Communication & Stakeholder Engagement
  4. Change Management in Practice

Within these four major areas, there are several learning outcomes:

  • Understand how individuals process change
  • Identify key drivers of an organization’s culture, and recognize different types of change processes
  • Recognize the people and cultural side of change, and know how to help people deal more effectively with change, maintaining their commitment and bringing them successfully through the change process
  • Explain how individuals are impacted by change, different ways they may respond to change situations and how learning processes help them adapt
  • Understand how organizations work; how the process of organizational change occurs and the typical roles that collaborate to deliver successful change
  • Outline important aspects of how to build and equip a change team to improve effectiveness
  • Understand the key concepts of, and practices for unfreezing and refreezing change
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Course Details

This course includes all student materials and an exam voucher. The exam will NOT be administered during the course.

Course Costs

$1,695 for itSMF Members
$1,995 for non-Members

Breakfast and lunch will be served to course participants.

Lean IT Foundation

September 29-30, 2018

8:30 a.m. – 4 p.m.

Course Overview and Learning Objectives

This course prepares you for the exam leading to the Lean IT Foundation Certificate.

Based on the core principles of Lean, the two-day Foundation level certification course will help IT departments become more business-value oriented, removing waste, inflexibility and variability. The principles of Lean IT are applicable to all IT operations regardless of industry or sector. Any organization effectively applying Lean IT will notice increased user and customer satisfaction, reductions of IT costs, increased productivity, and ability to manage demand more efficiently.

Lean IT is built on the proven Lean and Six Sigma practices developed in manufacturing organizations around the world, and the new courses have been tailored for IT processes (including ITIL®, COBIT®, etc.). Regardless of which framework or standard your IT organization has chosen, the central focus of Lean IT is about learning how to assess a process to eliminate waste, where waste is defined as something that adds no value to a product, service, or output.

  • Understand the origin and development of the Lean and Six Sigma philosophies, and key elements
  • Understand and be able to identify the concept of waste
  • Learn about and how to apply Lean analytical tools
    • What is and how to apply A3 Thinking
    • What is and how to apply the cycle of continuous improvement: Plan-Do-Check-Act
    • Go Look and See (fact not emotion)
    • Value Stream Mapping
    • What is the concept of “Kaizen” (System, Process, Activity)
    • Standardize Work Practices
    • What is and how to apply 5S (Sort, Set in Order, Shine, Standardize, Sustain)
    • Visual Workplace (eliminate visual and mental noise)
  • Be able to define Key Performance Indicators (KPIs) for your organization
  • Be able to initiate, document, and implement process improvements
  • Reduce costs by eliminating waste and inefficiencies in your IT infrastructure and processes
  • Increase productivity through improved resource management
  • Increase user and customer satisfaction by focusing on delivering value
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Course Details

This course includes all student materials and an exam voucher.  The exam will NOT be administered during the course.

Course Costs

$1,250 for itSMF Members
$1,495 for non-Members

Breakfast and lunch will be served to course participants.

Integrated Service Management Essentials

September 29-30, 2018

8:30 a.m. – 4 p.m.

Course Overview and Learning Objectives

No other course provider gives you an ‘integrated’ view of IT Service Management (ITSM) – a must have in today’s turbulent business environment. This includes a unique ‘Full Stack’ view of DevOps, which is a necessity to successfully enable improved quality, higher speed and a reduction in costs.

IT organizations are constantly challenged to improve the way services are delivered in respect to quality, speed and cost. In response to these ongoing pressures, organizations have long turned to ITSM frameworks such as ITIL® to improve the quality and value of their service delivery capabilities.

In addition to ITIL, recent trends and market pressures have introduced new models, methods and concepts designed to further accelerate traditional IT management practices such as project management, software development and service delivery. However, many organizations find that these practices are leveraged in isolation by different teams. This leads to competition for resources – creating conflict and distracting management focus, rather than collaborating and gaining the benefit of integration.

The Integrated Service Management Essentials certification course adds to your knowledge of proven ITSM capabilities and demonstrates how the practices of Lean, Agile and DevOps work together with ITIL processes to enable successful outcomes, remove waste, lower costs and increase business value.

The course promotes the view that an ‘integrated’ approach to managing these practices is needed (and explains exactly how), and that it is not a matter of “which one do we choose?”

By the end of this certification course, you will be able to articulate:

  • The concept of integrated service management in relation to business goals
  • The scope, benefits and key touch points of integrated service management in respect to how ITIL, Lean, Agile, DevOps and organizational change management practices collectively revitalize your service management initiative, enable process acceleration, reduce risk, lower costs and deliver customer value
  • The differences in perspective and focus of a technology versus a service outcome-focused organization
  • The core service management lifecycle stages and processes as defined by ITIL and how they are enabled or modified by other models such as Agile and DevOps
  • The core elements of Lean thinking, value stream mapping and process improvement
  • Agile project management practices, including Scrum roles and processes
  • How the principles and automated practices of continuous delivery, integration and deployment improve speed to value and reduce risk
  • The key principles of ‘DevOps – The Full Stack’ in respect to improved collaboration, continuous delivery and automation
  • How organizational change management practices can be applied to achieve success with major cultural transformations
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Course Details

This course includes all student materials and an exam voucher.  The exam will NOT be administered during the course.

Course Costs

$1,250 for itSMF Members
$1,495 for non-Members

Breakfast and lunch will be served to course participants.

DevOps Foundation

September 29-30, 2018

8:30 a.m. – 4 p.m.

This sixteen (16) hour course provides an introduction to DevOps – the cultural and professional movement that stresses communication, collaboration, integration and automation in order to improve the flow of work between software developers and IT operations professionals. Improved workflows enable IT organizations to deliver greater business value by improving the ability to more quickly design, develop, deploy and operate reliable software and services.

Students are provided an exam voucher which can be used at their convenience. Successfully passing (65%) the 60 minute exam, consisting of 40 multiple-choice questions, leads to the DevOps Foundation® Certificate.

The learning objectives for DevOps Foundation include an enterprise understanding of DevOps:

  • Goals, values and vocabulary
  • Business benefits
  • Demonstrated results and performance measures
  • Relationship with other frameworks – including Agile, Lean and IT Service Management (ITSM)
  • Culture, communication, collaboration and organizational considerations
  • Principles and practices – including continuous integration, continuous delivery and continuous deployment
  • Automation practices – including automating a deployment pipeline and creating a DevOps toolchain
  • Adoption considerations – including how to get started
  • Challenges, risks and critical success factors
  • Real-life examples and results

Come ready to participate in lively discussions about process improvements, benefits and challenges.

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Course Details

This course includes all student materials and an exam voucher.  The exam will NOT be administered during the course.

Course Costs

$1,495 for itSMF Members
$1,795 for non-Members

Breakfast and lunch will be served to course participants.