WiseMinds of The Lean IT Group

Kepner-Tregoe Foundation

admin — Sun, 17 Feb 2013 15:33:26 +0000

Thursday April 25, 2013 – Friday April 26, 2013

Puerto Rico-San Juan Metro Area

Description:

Delivered in Spanish, material and exam are available in English only

Course Description

The two-day Kepner-Tregoe Foundation course introduces individuals working in trouble shooting environments to a systematic process of problem solving when responding to incidents and problems. This enables individuals to deliver a high level of quality and consistency in customer support. The course equips participants with the knowledge of the terminology, structure and basic concepts of Kepner-Tregoe’s problem management and incident management techniques such as Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis. During the Foundation course, participants will be optimally prepared to take and pass the Kepner-Tregoe Foundation examination.

The Foundation course is beneficial to individuals who want to be trained and certified in a best practice recommended for Problem Analysis (Kepner-Tregoe is referenced as a best practice in the official ITIL® Service Operation publication).

Other core benefits of the Foundation course are:

Establishing a common language in troubleshooting that ensures consistency in customer support in a Service Management environment
Introducing structured critical thinking techniques to analyze problems, make decisions and proactively avoid problems
Using a systematic approach independent of technical expertise

Audience:

The Kepner-Tregoe Foundation course will be of interest to individuals who:

Want to be certified by Kepner-Tregoe as ‘Kepner-Tregoe Foundation certified’
Seek to attend the two-day Kepner-Tregoe Advanced Workshop to learn to implement the concepts they learnt in the Foundation course to improve Incident Management and Problem Management
Typical roles are (but not limited to): roles that provide first-line support, service-desk staff, Analysts, Problem Managers, Incident Managers, Auditors, Quality Managers, Operators, Technicians and Engineers

About Kepner-Tregoe:

Founded in 1958, Princeton, N.J.-based Kepner-Tregoe is the international leader in developing the critical thinking skills of people. Kepner-Tregoe is a global leader in improving the business performance of clients through proprietary organizational transformation and trouble shooting methodologies. This proven methodology has been used to maximize service performance at global organizations including NASA, IBM, Sun Microsystems, RIM and Siemens.

Prerequisites:

There are no prerequisites to attend this course

Outline of the Kepner-Tregoe Foundation course:

Introduction to Kepner-Tregoe rational process: Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis
Situation Appraisal – The definition of an incident and a concern. How to “List Threats and Opportunities“, “Separate and Clarify“, “Set Priority“, “Plan Next Steps“ and the role of questioning in Situation Appraisal
Problem Analysis – The Kepner-Tregoe definition of a problem. How to “Describe Problem“, “Identify Possible Causes”, “Evaluate Possible Causes“, “Confirm True Cause“, explain the role of questioning in Problem Analysis.
Decision Analysis: The definition of a decision. How to “Clarify Purpose“, “Identify Alternatives“, “Evaluate Alternatives“, “Make Decision”. The role of questioning in Decision Analysis. How to effectively “Present Recommendations“ and “Assess Recommendations“
Potential Problem Analysis – The definition of an action and a plan. How to “Identify Potential Problems“, “Identify Likely Causes“, “Take Preventive Action“, “Plan Contingent Action and Set Triggers“. The role of questioning in Potential Problem Analysis.

Course Material provided to participants

Participants receive:
- Student Workbook
- Student job aids
- Case Studies

About the Examination:

In order for participants to be eligible to take the Kepner-Tregoe Foundation exam, they have to participate in an accredited Kepner-Tregoe Foundation training course for 2 days
The 40-question multiple-choice exam is a closed-book online exam that will test your understanding of the contents of the Kepner-Tregoe Foundation course syllabus
Exam duration is a maximum of 60 minutes for all candidates
Pass score is 26/40 (or 65%). No negative marking

COBIT 5 Foundation

admin — Sun, 17 Feb 2013 15:20:22 +0000

Wednesday August 14, 2013 – Friday August 16, 2013

Puerto Rico-San Juan Metro Area

Map and Directions | Register

Description:

Delivered in Spanish, material and exam are available in English only

The COBIT® 5 Foundation course is a 3-day, interactive, classroom-based learning experience. Participants learn about the need for an IT governance framework and how COBIT addresses this need by providing the latest thinking in enterprise-wide governance of IT. This course explains the elements and supporting materials of the COBIT framework using a logical and example-driven approach for everyone interested in obtaining Foundation-level knowledge of COBIT.

Audience:

A wide range of business managers, IT management consultants, IT governance professionals, and auditors who wish to gain a better understanding of COBIT 5 and the benefits for their organization.

Learning Objectives:

At the end of this course, participants will gain competencies in:

Key challenges of using IT
IT governance concepts and benefits
COBIT 5 framework, principles, and enablers
Relationship between stakeholder needs and governance
Implementation approach for COBIT 5
Structure of the COBIT 5 process-reference model
Governance and management domains
Components of COBIT 5 processes
Need for capability assessments
COBIT 5 ISO/IEC 15504 approach
Application of COBIT 4 maturity model approach with COBIT 5
Other COBIT 5 enablers for IT governance and management

Prerequisites:
There are no formal prerequisites; it is recommended that participants have experience in the IT governance domain.

Course Student Material:

Participants receive a copy of the classroom presentation material and the Student Workbook, which contains reference material.

About the Examination:

The exam is in closed-book format with 50 multiple-choice questions. The pass score is 50%. The exam lasts for 40 minutes. The exam is available as web-based.

Become an ITIL® Expert in half the time

admin — Sat, 22 Dec 2012 20:43:37 +0000

We are pleased to announce the ITIL® Expert Accelerated Program in partnership with ITPreneurs and ExecuTrain PR.

The ITIL Expert Program will take you to the Expert level in half the time it would normally take and make you part of a select group of ITIL Experts. By signing up for this intensive and innovative program, which combines modern learning technologies with energy-packed live classroom sessions in a virtual environment. You will have guaranteed fun and an incredible learning experience along the way. Grab this opportunity and open new doors for your career with the ITIL Expert Program.

Enroll to the ITIL Expert Program to:

Achieve ITIL Expert Level in one-go
Become an Expert in half the time it would normally take
Cover all ITIL Intermediate courses in Lifecycle or Capability
Share knowledge and insights with peers

Commencing January 28, 2013, we will deliver the complete Lifecycle Track. For complete information, CLICK HERE

Se repite en Panamá – Curso ITIL® 2011

admin — Mon, 01 Oct 2012 11:47:01 +0000

Este curso proporciona un conocimiento dinámico e interesante el cual presenta a los participantes el ciclo de vida de la gestión de servicios de TI para cumplir con las expectativas del negocio. Además, el participante descubrirá como aplicar en términos generales las principales disciplinas esbozadas en ITIL mediante discusiones interactivas sobre escenarios reales. Se prepara a los participantes para completar satisfactoriamente el examen asociado, que es requerido para poder realizar los futuros cursos de entrenamiento de nivel intermedio de ITIL v3/2011.Las mejores prácticas de ITIL Versión 2011 se componen de 5 disciplinas principales: Estrategia del Servicio, Diseño del Servicio, Transición del Servicio, Operación del Servicio y la Mejora Continua del Servicio. Estas disciplinas representan un marco de referencia del ciclo de vida de los servicios diseñado para las iniciativas de tecnología con los objetivos y expectativas del Negocio.

Fecha y Lugar:

Fecha: 29-31 de octubre de 2012
Hora: 08:30 – 16:30 horas
Lugar: Ciudad de Panamá, República de Panamá

Quiénes deben participar:
Profesionales de TI, Gestores de Proyectos, Ejecutivos del Negocio responsables de control interno, cumplimiento y riesgo operativo, Consultores.

Si está interesado en recibir más información, favor de completar la siguiente forma con datos precisos:

Nombre*

Apellido*

Nombre de la Empresa

Teléfono de Contacto*

Email*

IT Service Management’s certifications really do lead to higher pay

admin — Thu, 27 Sep 2012 13:24:01 +0000

Last fall, itSMF USA and Plexent came together to perform a survey analyzing the career opportunities for those certified or being certified in IT Service Management. Kelley School of Business provided a reputable organization to analyze the results to ensure that an unbiased report was delivered. The survey results tell a few interesting stories and the supporting data follows. Here are a few highlights.

Mostly in-house participants! We were surprised to see that 72% of the participants work in-house as an IT service management practitioner, of some sort. So only the remaining 28% were either part of a consulting firm or other vendor.
Heavy ITSM focus. 76% indicated that over 51% of his/her job was specifically focused on IT service management. It’s becoming less and less of a part time job.
This is not a job for amateurs. 76% of the participants are over the age of 40, so this is an experienced team, with 41% having 20+ years of IT experience and 47% with 11-20 years. 58% hold a minimum of a Bachelor’s Degree.
Sex. Yes, 70% are men, which is probably an accurate representation of how the sexes line up in this industry.
Average US Salary. The average base salary for an IT service management professional in the United States is $108,291. The report breaks this down by region.
Few declining salaries. The report goes on to show that very few, 5%, received a decrease in pay in the last 12 months. So, on average, the vast majority maintained their level of compensation, or received an increase.
This is a happy bunch. The vast majority of those surveyed, 89%, rating their overall satisfaction with their work as at least “Moderately Satisfied” or better. And, they’re not traveling that much. About 11% reported traveling over 51%, which are probably those in the consulting companies.
Certifications really do pay. An ITIL Expert made on average, $122,000 and an ITIL Service Manager makes $125,000. Again, proof to what we’ve always heard, that you make more money with solid certifications, especially these two.

Click HERE for the complete report.