New for 2018, we utilize our strategic partnership with SED-IT for ITIL course materials.  We offer open enrollment and dedicated courses; delivered at your site or ours. Watch our schedule for ITIL® and ISO/IEC 20000 certification training courses as well as topic specific workshops.  Please contact us to discuss your training needs or to book a course at your location or ours. 

ITIL is recognized globally as the framework for IT Service Management.  It is non-prescriptive, encompasses and integrates with all other frameworks and provides the means for IT to fully engage with the business customers.  Through foundation, intermediate and advanced training, our instructors can help you gain the skills you need to stay competitive and aid your organization!  ISO/IEC 20000 is the standard for IT Service Management and is the perfect companion to ITIL training.    

Let us know your interests and we will put you on our email notification list for upcoming courses.

PMP holders – our ITIL® courses are eligible for PDUs. Ask us for details!

Note that the official title for ITIL V3 is now ITIL® 2011. Art of Change instructors are fully accredited and offer only the most up to date courses.

For all your ITIL®, ISO/IEC 20000 and ITSM training and certification course needs contact us here:

Why Art of Change?

  • We use SED-IT accredited materials and our trainers are fully Accredited
  • We have been in this business for more than a decade
  • We have extensive project experience and bring real life examples to the classroom
  • Our exam results and course evaluations are among the highest in the industry
  • Our prices are extremely competitive
  • Our scheduling capability is very flexible - we can adapt to your timelines
  • Our instructors are well known and respected in the industry
  • Our instructors have authored ITIL materials and were reviewers for ITIL V2, ITIL V3 and the current version of ITIL publications
  • You simply will not find more experienced, knowledgeable, personable and accomplished instructors than ours! 

ITIL®  2011 SED-IT certification courses available from Art of Change:

  • ITIL Foundation (max 25 per course)
  • ITIL Intermediate Capability courses: SOA (service offerings and agreements), OSA (operational support and analysis), RCV (release, control and validation), PPO (planning, protection and optimization)
  • ITIL Intermediate Lifecycle courses: SS, SD, ST, SO, CSI.  These are based on and named for the 5 ITIL books: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement)
  • MALC - Managing Across the Lifecycle - the final course needed to achieve ITIL Expert certification

For more information on any of the courses please contact us.

ISO/IEC 20000 certification courses available from Art of Change:

  • Foundation bridge (for those with the ITIL foundation certificate)
  • Foundation (for those starting out with IT Service Management)
  • Associate (advanced ISO/IEC 20000 training)
  • Consultant Manager

Workshops:

These non-certification workshops utilize exercises to help you develop practical skills.  We can also create a custom workshop to meet your specific needs. Here are samples of some of the more popular ones:

  • ITIL Overview - introduce your staff to ITIL
  • ITIL for Executives - a management overview
  • Service Catalogs and Service Maps - understanding what these are, how critically important they are and how to create them
  • Defining IT Services
  • Creating Excellent SLAs - most SLAs are poorly written, are far too long, have no supporting OLAs and most often no SLM process or owner!
  • Implementing Service Level Management - the process and the documents above go hand in hand.  These workshops can be combined for the full picture.
  • Problem Management - Techniques and problem solving methods
  • Designing a Configuration Management DataBase (CMDB) - most people don't yet realize that the service catalog and the CMDB are one and the same - they must describe the same services and yet many organizations treat these are separate entities.  We can show you how important it is not to make that mistake and how to construct these at the same time.
  • Incident and Problem Management techniques - basic processes, most organizations have them, but most miss many opportunities for improving effectiveness and efficiency.  We can show you how.
  • Selecting and implementing superior metrics - with metrics, less is more. A few good metrics outweigh measuring 50 things.  This workshop covers real life tested, tried and true metrics you need to be capturing.

Customized Training and Mentoring:

  • We can customize training to suit your needs. Companies value our ability to mentor and work with their staff to develop their skills.

Please contact us to discuss your specific training requirements.

Our accredited, experienced trainers have gained considerable experience throughout their careers. They bring this to the classroom adding depth to your learning experience and increasing the value of the training you receive from us.

We are ITIL® Expert certified - All of our instructors are ITIL Expert certified. We were in the first group of instructors worldwide to achieve ITIL® Expert certification.

ITIL Intermediate certifications - Our instructors hold all of the intermediate certifications.

Most of our instructors also hold Cobit and/or ISO/IEC 20000 certifications.

 

  ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
  The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
  The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

 

 

 

 

 

Regina Sk

 
ITIL® training
Course Name Duration Dates Location Status Seats
Remaining
Course Description Register Now  Price Quote
**
 Art of Change can deliver a dedicated course at your site.  Contact us for information and pricing. Also refer to our home page for the link to the Saskatchewan grant program to subsidize your training costs!
**
 
 
 
 
Foundation 3 days     .

 

Short Description bkgFoundation course
The purpose of this course is to impart knowledge of ITIL terminology, structure as well as basic concepts and core principles of ITIL practices for Service Management. It is a pre-requisite for all other ITIL courses.

Download: ITIL Foundation Course PDF (93KB)
Register Now  Request Quote 

 New date soon

 

Regina, Sk

 

 

 
Service Strategy 3.5 days          Short Description bkgService Strategy
The course provides a deeper understanding of the concepts, processes and activities involved with managing within an Information Technology environment. It covers management responsibilities such as managing a portfolio, financial mgt., demand mgt. and business relationship mgt. and how these enhance overall service quality and service provision.

Download: ITIL Service Strategy Course PDF (393KB)
Register Now Request Quote
Service Design 3.5 days         Short Description bkgService Design
This course explores the importance and business value Service Design has to the Service Lifecycle, covering concepts such as services and the IT service catalogue, common principles and guidelines of design, service requirements, business drivers and principles of service design; service-oriented architectures and service design models. It also covers management of design processes including roles and responsibilities, information management requirements, challenges, critical success factors and risks within each of the processes.

Download: ITIL Service Design Course PDF (396KB)
Register Now Request Quote
Service Transition 3.5 days         Short Description bkg Service Transition
This course explores the common principles and guidelines that influence the performance of transition processes with focus on the plan, build, test and implementation activities. It also covers management of transition processes including roles and responsibilities, information management requirements, challenges, critical success factors and risks within each of the processes.

Download: ITIL Service Transition Course PDF (401KB)
Register Now Request Quote
Service Operation 3.5 days       
  Short Description bkg Service Operation
This course covers the common principles and guidelines that influence the performance of Service Operation processes and functions including the managerial and supervisory aspects of operational processes and activities shared across the lifecycle. It also covers management of operations processes including roles and responsibilities, information management requirements, challenges, critical success factors and risks within each of the processes.

Download: ITIL Service Operation Course PDF (386KB)
Register Now Request Quote
Continual Service Improvement 3.5 days         Short Description bkg Continual Service Improvement
This course covers the objectives and business value for each phase in the Service Lifecycle; the concept of “services” and Service Management as a practice. You will understand the common principles and guidelines that will influence the performance of CSI processes, including organizational change, the interrelationships with Service Level Management, Knowledge Management, the Deming Cycle, governance, benchmarking and measurement. The course also covers the managerial and supervisory aspects of the CSI processes, the relationship to financial principles, the business case and relationships to other Service Management processes.

Download: ITIL Continual Service Improvement Course PDF (161KB)
Register Now Request Quote
Managing across the Lifecycle 5 days         Short Description bkg Managing across the lifecycle
The focus of this course is on the strategy, planning, and measuring ITIL and ITSM practices. Understanding the lifecycle phase/process/function interactions and interdependencies are crucial to the successful completion of MALC. Then course covers topics across the entire lifecycle and successful completion of the MALC exam is required to earn the ITIL Expert certification.

Download: ITIL Managing Across the Lifecycle Course PDF (306KB)
Register Now Request Quote
Service Offerings and Agreements 5 days  Dec 10-14, 2018  Regina, Sk  Registration is open   Short Description bkg Service Offerings and Agreements
The course is intended for those who require a deeper understanding of the concepts, processes and activities involved in the strategy, definition and documentation of services. The SOA concepts are shown how they may be used to enhance overall service quality, service provision and contribute to their organization’s ongoing service improvement program.

Download: ITIL Service Offerings and Agreements Course PDF (382KB)
Register Now Request Quote
Planning, Protection and Optimization 5 days    Regina, Sk To be rescheduled, date TBD   Short Description bkg Planning, Protection & Optimization
The course is intended for those who require a deeper understanding of the concepts, processes and activities involved in the design and documentation of services, processes, tools, systems and measurement methods. The PPO concepts are shown how they may be used to improve all aspects of design, architecture and development including the business value for each process, activities, management requirements, challenges and risks of each process.

Download ITIL Planning, Protection and Optimization Course PDF (385KB)
Register Now Request Quote

Release, Control and Validation

 

5 days         Short Description bkg Release, Control and Validation
The main focus of this course is on the process activities and supporting methods and approaches to executing the RCV processes. This includes understanding objectives, business value, principles and guidelines of Service Transition and Operation phases that influence the performance of the RCV processes as well understanding the activities of the RCV processes, management requirements, challenges and risks of each.

Download: ITIL Release, Control and Validation Course PDF (370KB)
Register Now Request Quote
Operational Support and Analysis 5 days   Regina Sk To be rescheduled, date TBD   Short Description bkg Operational Support and Analysis
The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes. This includes principles and guidelines from the Service Operation phase that influence the OSA processes and functions. The course also covers the activities of the OSA processes and operational activities shared across the lifecycle. Other topics include information management requirements, challenges, critical success factors and risks within each of the OSA processes.

Download: ITIL Operational Support and Analysis Course PDF (416KB)
Register Now Request Quote
           

   

 

  ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
  The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
  The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

 

 

 
ISO/IEC 20000 training
Course Name Duration Dates Location Status Seats
Remaining
Course Description Register Now  Price Quote
      All of our certification courses are accredited. For more information on any of our courses please contact us 
Foundation
3 days Next Date TBA       Short Description bkgFoundation (for those starting out with IT Service Management)

This course provides the core concepts of Service Management via an exploration of the Service Management System (SMS), the application of the PDCA cycle as well as discussions and practical exercises highlighting terminology, structure and concepts of the Service Management processes. Additionally, discussion around supporting frameworks, methodologies and standards is central to the practical application of ISO/IEC 20000-1:2011 requirement. This course does not supply sufficient information to apply the ISO/IEC 20000 practices - additional guidance is necessary.

Download: ISO/IEC 20000 Foundation Course PDF (176KB)
Register Now Request Quote
Foundation Bridge 1 day Next Date TBA       Short Description bkgFoundation bridge (for those with the ITIL foundation certificate)

High-level discussions of the Service Management processes focusing on the similarities and differences between ITIL and ISO/IEC 20000-1:2011. Note that this class is a ‘bridging’ class with the goal of enhancing the ITIL-based Service Management knowledge with the more global management principles found within the ISO standard.

Download: ISO/IEC 20000 Foundation Bridge Course PDF (170KB)
Register Now Request Quote
Associate 3 days Next date TBA       Short Description bkgAssociate (advanced ISO/IEC 20000 training)

Contact Us for more information about this course.
 
Register Now Request Quote
Consultant/Manager 5 days Next date TBA       Short Description bkgConsultant/Manager

Contact Us for more information about this course.


Register Now Request Quote

 

 

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

 

 

 

 
ITSM Workshops
Course Name Duration Dates Location Status Seats
Remaining
Course Description Register Now  Price Quote
These non-certification workshops utilize exercises to help you develop practical skills. We can also create a custom workshop to meet your specific needs. Here are samples of some of the more popular ones:
 Problem Management - problem solving techniques  1/2 day        

  Short Description bkgProblem Management Techniques and Methods:

The intent of this workshop is to teach the following practical skills:

- Differences, similarities and linkages among incidents, problems, known errors and work-arounds
- Understand the activities and responsibilities of Problem Management
- Participate in solving problems
- Understand when to develop and use appropriate work-arounds
- Respond to business needs by analyzing and recommending appropriate actions to address service failures
 
Download: Problem Management Workshop PDF (125KB)

Register Now  
Request Quote
 
Let's create a Service Catalog!           Short Description bkgLet's create a Service Catalog:
A Service Catalog is the means to communicate your IT services to your customers but it must be in their language and speak to them about the benefits of the service.

This workshop will help you understand how to convey your services, what information is important to include and to exclude, what medium to use, who will view the catalog and how will they use it.

An effective catalog will be a key tool for IT and the business users; a poor catalog will cause confusion and send the wrong messages.

We will also discuss the implications for other processes – decisions made about the catalog have a direct impact on a few other key processes and it’s key to consider everything during the design of your catalog.

This is a hands on workshop and numerous samples will also be provided.
 
Register Now Request Quote
ITIL® Overview - introduce your staff to ITIL           Short Description bkgITIL Overview:
This workshop provides a high level overview and introduction to ITIL concepts and terminology. The intent is to raise awareness about the existence of the Service Lifecycle and processes within that every IT department/organization must have.
 
Register Now Request Quote
ITIL for Executives - a management overview           Short Description bkgITIL for Executives:
This workshop provides a management and executive overview of IT Service Management, how important it is to manage IT like a business and how to better ensure IT and Business integration and how to view and use ITIL to accomplish these goals.
Register Now Request Quote
Developing your Service Strategy capability           Short Description bkgDeveloping your Service Strategy Capability:

This workshop provides a management and executive overview of IT Service Management, how important it is to manage IT like a business and how to better ensure IT and Business integration and how to view and use ITIL to accomplish these goals.
Register Now Request Quote
Service Catalogs, Service Maps and Defining your Services           Short Description bkgService Catalogs, Service Maps and Defining your Services:

This workshop provides an understanding what these are, how critically important they are, how to create and use them and through practical work, helps develop the skills to create and maintain them.
Register Now Request Quote
Service Level Management and Service Level Agreements

 

 

 

 

 

 

 

 

  Short Description bkgService Level Management and Service Level Agreements:

This workshop provides an introduction to the SLM process, its’ activities, associated processes and documents such as SLAs and OLAs.

Download: Service Level Management Workshop PDF (125KB)
Register Now Request Quote
              Register Now Request Quote
Configuration Management - the process, people and data model           Short Description bkgDesigning a Configuration Management DataBase (CMDB):

This workshop provides hands on experience in developing the high level model for a Configuration Management Database. It also describes and discusses how critically important it is to align the CMDB dn the Service Catalog.
Register Now Request Quote
Incident and Problem Management techniques           Short Description bkgIncident and Problem Management techniques:

Contact for more information on Incident and Problem Management techniques
 
Register Now Request Quote
Superior metrics for IT Services and Processes           Short Description bkgSuperior Metrics for Managing IT Services and Processes:

This workshop investigates various IT metrics and discusses their appropriateness and value, identifying what good metrics should look like, how they must link to and support goals and objectives of IT and the business. There are many poor metrics in use; this workshop will help you develop better metrics.
 
Register Now Request Quote

 

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

 

 

Registration and billing process

To register for a course or workshop click on the link below for an electronic registration form. You will have an opportunity to print the registration form.

Our pricing is very competitive and you may be entitled to a discount.  For a price quote please complete our online Quote Request Form.

Once registered you will receive a confirmation email and any updates or additional information needed by course attendees.

Invoices are sent shortly before course commencement. Payment is due upon receipt of the invoice, interest added after 30 days.

Our cancellation Policy: 15 business days notice is required in order to cancel without penalty.  With less than 15 full days notice the full amount will still be billed.  You may substitute someone else from your company at no additional charge.

Course logistics are emailed in the week prior to each course.

Thank you for your interest in Art of Change training. We are confident you will be pleased with your choice.