Good service does not happen by chance, but through clear processes, agreed quality and an organisation that knows who is responsible for what. Service management describes how services are planned, delivered, measured and continuously improved.
In our Service Management courses, you deal with setting up service processes, service level agreements and key performance indicators, and the interface between provider and customer. You learn to describe services clearly, manage expectations and implement improvements in a structured way.
The course conveys the latest thinking, principles and practices from the DevOps community, including real-world case studies from high-performing organisations such as ING Bank, Ticketmaster, Capital One, Alaska Air, Target, Fannie Mae, Societe Generale and Disney, designed to engage and inspire learners. Multimedia content and interactive exercises bring the learning experience to life, including the Three Ways as described in Gene Kim’s book «The Phoenix Project», as well as the latest findings from the «State of DevOps Report». Participants gain an understanding of DevOps, the cultural and professional movement that puts communication, collaboration, integration and automation first in order to improve the workflow between software developers and IT operations professionals. The course is aimed at a broad audience and enables people from the business side to gain an understanding of Kubernetes and containers. People with a technical background gain an understanding of the business benefits of DevOps: lower costs (15–25% reduction in total IT costs) with higher quality (50–70% fewer failed changes) and agility (up to 90% shorter provisioning and deployment times), supporting business goals as part of digital transformation initiatives.
In this course you will learn how security and compliance are integrated into DevOps organisations and continuous delivery workflows, rather than being checked only at the end. You will learn the purpose, benefits, concepts and terminology of DevSecOps, understand «Security as Code» and how DevSecOps roles fit into a DevOps culture. The course follows the structure of the DevSecOps Foundation (DSOF) certification from DevOps Institute (PeopleCert Group) and prepares you for the exam.
The world is changing – faster than ever before. Technological progress affects every area of our lives, and as a result markets are also changing rapidly. Organisations that want to remain competitive in this constantly evolving market must stay one step ahead of change – or risk falling behind those that manage to do so.
This course is designed to help participants familiarise themselves with these topics so they are prepared when designing or implementing a change management programme.
The course covers both theoretical and practical content. Participants learn established change management theories and the reasons why change initiatives fail. They find out what each phase of a change programme involves and what they need to consider to maximise the probability of success.
This course covers a broad range of topics such as negotiation strategy, game theory, psychological tactics, human emotional states, bargaining and more, preparing participants for the various situations in which they will need to negotiate. Case studies and scenarios such as negotiations between companies, sales situations and product presentations are provided together with slides, animations and illustrations that vividly show how negotiation tactics play out in practice. Real-world negotiation examples are examined in detail; participants then take part in similar situations to apply the negotiation principles discussed in the course. Detailed step-by-step guides help trainers convey the core principles of negotiation to participants and track their progress in practical exercises.
Many people find writing difficult. Some do everything they can to avoid writing reports. This is often down to an unsuitable approach. Many believe that writing starts with a blank page. While this is possible, it is not an ideal approach, since it is quite difficult to think through and organise all the material in your head before putting it on paper.
The solution is a systematic approach. Tackle the topic using tools that let you break it down into smaller, more manageable parts. Research shows that once people structure their thoughts and can picture the desired flow of their text, writing becomes noticeably easier.
This course is designed to make writing easier for participants by helping them focus on and master each of these smaller tasks individually. With these skills, participants can then write texts of any length with ease while increasing their impact and persuasiveness. Examples – especially poor examples – are an excellent way to understand what works and how particular techniques are applied in practice.
