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Certified Service Management Professional Class - San Diego Nov 16-20 2009
11/16/2009
The 'Gold Standard' of service management practitioner education. Using a combination of workshops and table-top simulations, the CSMP class provides practical advice on how to successfully design a service management system and supporting organization focused on customer results, satisfaction, and value.
This class is facilitated by Ian Clayton, author of the Guide to the Universal Service Management Body of Knowledge (USMBOK) and Recipient of the IT Service Management Industry Lifetime Achievement Award.
This class provides practical advice on how to establish an effectiveapproach to the design, development, implementation and ongoingoperation of a customer centric and value focused service managementstrategy.
This class also prepares you for the official CSMP qualification exam.
The class uses the Guide to the Universal Service Management Body of Knowledge (USMBOK)as its primary reference and incorporates table-top simulations of a service management in action at a fictitious case study tocreate a true experential learning environment to illustrate how theelements of a successful service management system fit together.
The class is also approved as ideal preparation for those wishingto gain the certified service management professional (CSMP) credential, a prestigious qualification offered by the Service Management Society.
A Sample of Customer Experiences...
"Ian Clayton brings a level of pragmatic examples and experience to IT process training I've never experienced from anyone else. The only trainer who I've ever experienced that's even close to Ian is Mahan Khalsa - the author of Helping Clients Succeed - and, Mahan's specialty is Consultative Sales.”
Cary King, Managing Partner, Minerva Enterprises
"Just wanted to drop you a line and say thank you. You are an amazing person that really shows great passion for your work. You also blow me away with your knowledge and experience. Truly amazing… The CSMP class was a great learning experience."
Kreg Kowarsch, IT Director, Department of Homeland Securities, USCIS OCIO
"The USMBOK is an amazing achievement. Codifying what is in your head may sound like a good idea but try doing it; the size of the challenge for service management is immense.
For Ian to have been able to take the time to do this is one achievement, but to make it coherent is another entirely! Ian has codified and documented a coherent body of knowledge for service management that is practical, clear, and that provides a genuine ‘how to’ starting point for the general, and IT service management professional.
If I hada hat, I would take it off to him”.
Brian Johnson, Vice President CA Inc, ITIL Author & ITIL Pioneer.
“Jesus, this guy is really freakin' good!”
Scott D. Dresen, Director, Enterprise TechnologyServices, Spectrum Health
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