IT Service Management education

Many IT departments use organizational structures, management systems,

processes, and tools that make it impossible to provide what businesses
need most: the delivery of IT solutions—not just products—with increased
speed, agility, and quality while reducing the risk and the cost of services.

Transform your IT organization into HP education services provides comprehensive ITIL education
solutions that address the critical “people” component of your
a trusted provider of IT services ITSM initiatives. More than just ITIL courses, HP offers both
standardized and custom training solutions that equip IT
To meet business needs, IT organizations must evolve into
professionals and management with the right knowledge
trusted IT service providers that can adapt IT on demand—
and skills to optimize ITSM processes and leverage
and offer the cost-effective, reliable, flexible IT services so
HP OpenView technologies.
critical to today’s business initiatives.
Depth, breadth, and flexibility
But transforming an IT organization into a trusted provider of
HP offers the broadest range of ITSM courses available in the
IT services is no small task. That’s why IT organizations are
industry. And you benefit from depth of content based on
turning to IT Service Management (ITSM) for answers. HP’s
HP’s extensive, real-world experience delivering ITSM
approach to ITSM is based on the IT Infrastructure Library
solutions to our customers.
(ITIL), the most comprehensive, respected source of ITSM
best practices available. ITIL can help transform your IT HP custom learning solutions address the unique training
organization into a strategic, business-aligned service requirements for complex ITSM initiatives. Our consultants
provider while helping you get the most value out of your perform a comprehensive assessment to uncover existing skill
IT investments. sets, understand your training needs, and define your ITSM
training requirements. We then develop a custom solution
ITSM education is critical to success
that will help you maximize the return on your ITSM
Successful IT transformations address the critical “people,
initiatives. Every employee benefits from a personalized
process, and technology” components of IT service delivery.
education plan based on their current ITSM knowledge, roles,
As ITSM projects re-engineer processes and implement new
and responsibilities so that no one wastes time in the wrong
tools, people’s skills and attitudes must change so that they
classes—and you save time and money.
can successfully perform new or modified jobs. And
changing and improving people’s skills requires education.

HP Services
HP ITSM curriculum

Course for Foundation Courses for Management Courses for Practitioner Courses for ITSM-Related Introductory Courses on
Certificate in ITSM Certificate in ITSM Certificate in ITSM HP OpenView Products IT Service Management

• ITIL Essentials Workshop
(includes Control-IT Simulation)
• Service Support: ITIL Manager
in ITSM
• Service Delivery: ITIL Manager
in ITSM
• ITIL Exam Preparation Workshop
• Configuration Management
• Service Desk/Incident
Management
• Problem Management
• Change Management
• Availability Management
• Capacity Management
• Financial Management
• Service Level Management
• HP OpenView Service Desk
Application Coordinator
• HP OpenView Service Desk 4.5
Delta Seminar
• HP OpenView Service Desk
End-User
• Control-IT Simulation
• Overview of IT Service
Management
• Introduction to Configuration
Management
• Introduction to Service Desk
and Incident Management
• Introduction to Problem
Management
• Introduction to Change
Management
• Introduction to Service Level
Management

For maximum flexibility, HP tailors its classes for your
particular needs and can deliver training either onsite,
in HP Education Centers, or online for convenient
24 x 7 access.
Why choose HP?
In addition to the depth and breadth of our courses,
HP ITSM learning solutions are exceptional in the
following ways:
• Consultative approach. Our consulting services help you
define the ITSM competencies you need and develop an
education solution tailored to meet those needs.
• Unique Control-IT Simulation. No other education vendor
has our unique Control-IT Simulation game, which helps
management and staff understand the challenges of your
current IT environment and processes—and the benefits
of ITSM.
• Blended approach to instruction. HP also offers blended
training solutions that combine both classroom and online
training to accelerate and improve learning.
• ITIL-based curriculum and certification exams. HP offers a
proven, ITIL-based curriculum and certification exams,
ensuring that your staff are qualified and competent.
• Global reach. With more than 80 Education Centers
worldwide, support for various languages, and online
courses, HP offers unmatched global delivery capabilities
for effective, timely training.
Part of a comprehensive ITSM solution from HP
HP ITSM education solutions are part of a complete suite
of ITSM services and solutions that integrate consulting,
outsourcing, support, OpenView service desk solutions, and
training. Just as we’ve helped customers such as Bombardier,
Staples, Procter and Gamble, Roche, and Avaya, HP can
guide you through every aspect of your ITSM transformation.

For more information

For more information about our ITSM education offerings,
contact your HP education services representative today, or
visit our Web site at www.hp.com/education.

To learn more, visit www.hp.com

© 2003 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change
without notice. The only warranties for HP products and services are set forth in the express warranty statements
accompanying such products and services. Nothing herein should be construed as constituting an additional
warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

5981-8330EN, 07/2003