SERVICE MANAGEMENT TRAINING

CAPABILITY.SERVICEPERFECT

AC H I E V E T H E I M P OS S I B L E ; B E T T E R S E R V I C E AT

LOW E R COS T. . .

. . .W I T H Q A T R A I N I N G

Q A . C O M / S M

MANAGE BUSINESS R ISK

SUPPORT BUSINESS CHANGE

IMPROVE CUSTOMER

REL ATIONSHIPS

MAINTAIN A STABLE SERVICE ENVIRONMENT

EFFECTIVELY MANAGE DEMAND

FOR SERVICES

IMPROVE PRODUCTIV IT Y

REDUCE UNPL ANNED WORK FOR MISSION CRIT ICAL SERVICES

IMPROVE RESULTS FROM CUSTOMER

SATISFACTION SURVE YS

Why Service Management Training?Service Management is a systematic process-based practice that will align the delivery of IT services with the needs of an organisation. Adopting best practice methodologies and a professional Service Management framework will improve productivity and customer satisfaction.

QA, experts in learning, experts in Service Management.

EFFECTIVE LE ARNING

98% of our service management customers say they will be able to apply the knowledge and skills learned to their job.

TR A INER E XPERTISE

• Relevant, real world experience

• Awarded and accredited

FLE XIBLE LE ARNING

Training solutions that allow our customers to learn anywhere, any time, any way.

CL ASSROOM OR ONLINE

• 20 training centres across the UK

• Attend courses in a classroom or online

Authored

Our unique QA Authored courses bridge the gap between theory and real-world expertise.

BUSINESS TR A IN ING SOLUTIONS

• Whether it’s a single course or a complete onsite program

• QA deliver the most effective public scheduled or bespoke service management training

QA AUTHORED

MARTIN WATERS

Head of Product Development

ADAM STEWART

Head of Service Management

ANDREW GILBERT

Learning Programme Director

WE ALSO HAVE OVER 20 TRAINERS DEDICATED TO TEACHING SERVICE MANAGEMENT SKILLS

Combined, our team has over 200 years experience in the Service Management Industry.

We have run over 10,000 Service Management Courses in the last year, so you can be sure you are in good company.

All our Service Management courses are regularly updated and refreshed to ensure the very latest training.

QA is the UK's leading Service Management training provider and the number one choice for training entire IT teams.

What we offer

At QA, we thrive on providing the highest quality Service Management training, delivered by accredited expert trainers with an interactive hands-on approach.

QA has developed training across a wide range of specific and related disciplines across all levels. This tiered approach helps get your staff and organisation ready to put theory into practice and to maximise the benefits of Service Management methodology adoption.

I T I L® A P M G

ITIL® HALF DAY OVERVIEW

ITIL® ONE DAY OVERVIEW

ITIL® FOUNDATION

APMG SERVICE CATALOGUE WORKSHOP

ITIL® PR ACTIT IONER

IT IL® L IFECYCLE STRE AM

ITIL® CAPABIL IT Y STRE AM

SERVICE MANAGEMENT AND THE CLOUD

POLESTAR IT SERVICE MANAGEMENT IN ACTION S IMUL ATION

APMG SERVICE CATALOGUE PR ACTIT IONER

Q A A U T H O R E D

ITIL® MANAGING ACROSS THE L IFECYCLE (MALC)

BUSINESS REL ATIONSHIP MANAGEMENT PROFESSIONAL (BRMP)

CERTIF IED BUSINESS REL ATIONSHIP MANAGER (CBRM)

P E R F E C T Y O U R S E R V I C E M A N A G E M E N T C A P A B I L I T I E S

S D I C O M M E R C I A L C O U R S E S

ISO/ IEC 20000 OVERVIEW

ISO/ IEC 20000 FOUNDATION

SDI SERVICE DESK ANALYST

COBIT 5 FOUNDATION

IACCM CONTACT AND COMMERCIAL MANAGEMENT FUNDAMENTALS

SDI SERVICE DESK MANAGER

I S O

C O B I T

ISO/ IEC 200000 PR ACTIT IONER

LE ADERSHIP & MANAGEMENT

PERSONAL EFFECTIVENESS

ORGANISATIONAL AWARENESS

C O M P L E T E S E R V I C E M A N A G E R

PROJECT MANAGEMENT

IT TECH (CYBER SECURIT Y, AGILE, DE VOPS, CLOUD)

For a full list of courses visit Q A . C O M / S M

It takes more than a qualification in ITIL® or SDI to become a truly great Service Manager. Ask about our unique cross subject offering.

ITIL® - pathway to certification.

ITIL® is the most recognised framework for Service Management improvement and has been proven over twenty years in some of the most demanding IT service environments — from government and public sector organisations to some of the world’s leading private companies.

ITIL® is a registered trade mark of AXELOS limited.

The ITIL® qualification scheme is based on a credit system that leads to the Expert Certificate in IT Service

Management. Learners need a minimum of 22 credits, achieved in a balanced selection of subject areas,

to gain the ITIL® Expert Certificate.

I T I L® M A S T E R

I T I L® E X P E R T2 2 + C R E D I T S

L I F E C Y C L E

3 C R E D I T S E A C H

Service StrategyService DesignService TransitionService OperationContinual Service Improvement

C A P A B I L I T Y

4 C R E D I T S E A C H

Service Offerings and AgreementsPlanning Protection and OptimisationRelease, Control and ValidationOperational Support and Analysis

I T I L® F O U N D AT I O N2 C R E D I T S

M A N A G I N G A C R O S S T H E L I F E C Y C L E5 C R E D I T S

E N T R Y R E Q U I R E M E N T : 1 7 + C R E D I T S

I T I L®

P R A C T I T I O N E R

3 C R E D I T S

Choose from two course options:3 day - Standard2 day - Fast Track

1 7 C R E D I T S N E E D E D T O P R O G R E S S

Awarded after continuous application and proof of Service Management principles.

QA Enables individuals and organisations to effectively adopt ITIL® by ensuring that they have the relevant knowledge, skills and techniques.

• Industry leading first time examination pass rates for ITIL® Foundation level: 92%, and intermediate level 80%

• ITIL® App for your Smartphone – for Apple devices; for Android devices

• ITIL® exam insurance to ensure peace of mind that you will gain this valuable certification*

• Course Video on demand – Post course classroom recordings streamed directly to your computer or mobile device, so you can learn and revise from anywhere

• Key Learning Points sent each day to help test your knowledge and pick up a few things you might have forgotten

• Training where, when and how you want it: Classroom and Attend from Anywhere, eLearning, Video Based Learning and Virtual Classroom to bespoke business solutions delivered in-house

• Our Online ITIL® Academy Certificate courses include Foundation, Life-cycle and Capability courses

*Foundation level

Why choose QA for your ITIL® training?

ITIL® OverviewThese overviews are designed to provide familiarity of the service lifecycle including the key concepts, principles and processes that underpin the globally recognised ITIL® framework. Perfect for those individuals and organisations that are new to the concepts. Choose either the ITIL® Half Day Overview or ITIL® One Day Overview.

Polestar™ – IT Service Management in Action Simulation

We provide an ITSM simulation (Polestar) which provides a unique interactive Service Management simulation designed to engage service management professionals and reinforce best-practice in an exciting environment.

The simulation reinforces the message that all areas of the business need to work together to ensure success and allows participants to understand that best practice frameworks like ITIL® can have a positive impact within an organisation.

I T I L ® C O U R S E S

ITIL® FoundationThe ITIL® Foundation Certificate in IT Service Management course provides comprehensive first-level training for anyone involved in provision, support, and delivery of IT Services. Our ITIL® Foundation level Certification covers the fundamentals of the ITIL® service lifecycle, introducing the key concepts and principles.

ITIL® is a registered trade mark of AXELOS limited.

I T I L ® C O U R S E S A N D Q A A U T H O R E D

ITIL® Lifecycle StreamA complete management level overview of the specific lifecycle stage including all its related activities. Including how to organise, technology and implementation considerations plus the challenges, critical success factors and risks.

ITIL® Capability StreamITIL® Capability modules are aimed at developing skills for practitioners. The primary focus is the process activities, execution and their use throughout the Service Lifecycle.

ITIL® PractitionerThis intensive course is designed to enable delegates to apply and understand how to use the ITIL® practitioner guidance to deliver service improvement within their organisations.

The course provides delegates with a practical toolkit and insights in how to use the toolkit to enable service improvement and so become confident ITIL® Practitioners. There are two learning options to choose from: A 2 day Fast Track and a 3 day standard course, depending on ITIL® experience level. See the QA website for more detail.

ITIL® Managing Across the Lifecycle (MALC)MALC is the capstone course for those candidates that wish to achieve ITIL® Expert status, having completed the required number of Intermediate level qualifications. The intent of the Managing Across the Lifecycle (MALC) qualification is to give delegates the skills to support an organisation's service delivery by bridging the service lifecycle stages.

Service Managment and the CloudAs the move towards the cloud gains momentum and both customers and providers move to exploit this emerging technology, IT Service Management professionals need to understand the implications for service provision and how they should approach its adoption.

This overview course aims to provide delegates with a grounding in Cloud terminology and how service management best practice should be applied to ensure Cloud based services are managed and controlled for the benefit of the business.

Authored

ITIL® is a registered trade mark of AXELOS limited.

The QA ITIL® Online Academy courses include:• ITIL® Foundation Certificate in IT Service Management• ITIL® Capability Certificate in Service Offerings and Agreements• ITIL® Capability Certificate in Planning, Protection & Optimisation• ITIL® Capability Certificate in Operational Support and Analysis• ITIL® Capability Certificate in Release Control & Validation• ITIL® Lifecycle Certificate in Service Operations• ITIL® Lifecycle Certificate in Service Strategy• ITIL® Lifecycle Certificate in Continual Service Improvement• ITIL® Lifecycle Certificate in Service Transition• ITIL® Lifecycle Certificate in Service Design

QA Online ITIL® Academy.With distributed workforces and training budgets always under pressure, QA Online Academies provide a perfect learning solution for modern day organisations. We cover every aspect from specific learning outcomes and pathways to certifications and qualifications. Featuring QA instructors and leveraging our QA classroom course materials, coupled with full MI and reporting for Managers, our video based learning provides a cost effective, proven method of learning.

ONLINE ACADEMIES

Other online academies include, Project Management, Business Systems, App and Web Development, BSD and Cyber Security.

Q A . C O M / I T I L

Workshop This workshop is designed to outline the role and importance of the Service Catalogue within an organisation and to consider the factors that influence its successful implementation and on going use. For organisations considering the introduction of a Service Catalogue, or those individuals tasked with developing a catalogue.

Practitioner This course explores, in depth, the role and importance of the service catalogue within an organisation. It considers the factors that influence its successful implementation and ongoing use. For organisations that need a detailed understanding of how to create and implement a Service Catalogue and individuals seeking a recognised qualification.

APMG Service Catalogue

The Service Catalogue has been recommended by IQC, an independent subgroup of the International IT Service Management Forum (itSMFI), as a complementary product to the ITIL® portfolio. The service catalogue enables the IT organisation to understand how services are constructed and then provides a clear view of the services they offer to the business.

APMG-International™ ISO/IEC 20000

ISO/IEC 20000 is an international IT standard that allows companies to demonstrate excellence and prove best practice in IT management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services

ISO/IEC 20000 consist of two parts: the formal Specification, which describes the requirements for an organisation to deliver managed services of an acceptable quality for its customers and the Code of Practice, which describes the best practices for Service Management processes within the scope of ISO/IEC 20000-1.

A P M G A N D I S O C O U R S E S

Foundation The purpose of the Foundation qualification course is to teach a basic understanding of the ISO/IEC 20000 standard and how the standard operates in a typical IT service provider organisation.

Practitioner The purpose of the Practitioner qualification course is to teach the detail of ISO/IEC 20000 standard and its application. This provides a level that would enable a practitioner to apply the knowledge to support an organisation wishing to adapt and conform to the standard and achieve organisational certification.

Overview This course provides an introduction to an integrated set of management processes for the effective delivery of services to your business and your customers to the ISO/IEC 20000 standard.

SDI Service Desk AnalystExcellent Service Desk support is vital to ensure a company consistently delivers the required IT service levels. The responsibilities of the support analyst are many and they evolve constantly, so a diverse skill-set is required to meet the challenging demands placed on them. The course looks at support methodologies and technologies and the tools utilised within the Service Desk.

COBIT 5 — FoundationThe COBIT 5 Foundation course has been developed to allow anyone with an interest in governance to explore the key elements and principles of the framework. COBIT 5 Foundation is ideal for assurance, security, risk, privacy and compliance professionals. Along with business leaders and stakeholders who are involved in or affected by governance and management of information and information systems.

SDI Service Desk ManagerBeing an effective Service Desk Manager requires a broad range of talents, from people-oriented abilities and an awareness of logistics to financial acumen and presentation skills. This course provides a thorough understanding of and qualification in, Service Desk Management. The course also looks at the management of support methodologies and technologies and the tools utilised within the Service Desk.

APPROVED AUDIT PARTNER

The BRMP® and Accredited by APMG International logo is a trademark of Business Relationship Management Institute and the APM Group Limited. All rights reserved.

APMG Business Relationship Management ProfessionalThe BRMP® training and certification program is intended as a comprehensive foundation for Business Relationship Managers at every experience level, with the training and certification designed to provide a solid baseline level of knowledge.

S D I , C O B I T , A P M G A N D C O M M E R C I A L C O U R S E S

IACCM Contract ManagementThe IACCM Fundamentals of Contract and Commercial Management course and qualification is intended to equip delegates with basic insights and understanding of contracting principles and the impact they have on business.

APMG Certified Business Relationship ManagerThe CBRM® Practitioner Qualification is intended for the intermediate-to-advanced Business Relationship Manager, as it focuses on the training needed to perform to the role of Strategic Business Relationship Manager. As such, the primary focus is on strategic business relationship management, leveraged to optimise business value to the enterprise.

Coming soon - Speak to your QA Account Manager.

The CBRM® and Accredited by APMG International logo is a trademark of Business Relationship Management Institute and the APM Group Limited. All rights reserved.

Working together with key customers, QA’s team of industry and Service Management experts have constructed a unique set of carefully chosen and interlocking courses designed to teach individuals and whole teams the rounded skills needed by a modern service orientated organisation.We call this integrated suite, ‘The Complete Service Manager’®

The QA Complete Service Manager®.

Leadership and ManagementStrong leadership skills can turn 'ordinary Service Management into great'. Learn how to create real and sustained advantage.

Personal EffectivenessWe train Service Managers to be more effective, take on more responsibility and make a greater contribution.

Tech SkillsThorough technical understanding is key to swift service restoration and issue resolution. Train with QA in:

Organisation AwarenessOur training helps modern Service Managers form lasting business relationships built on trust, transparency and agility.

Core SkillsWe help organisations develop and deploy the core skill-sets needed to grow and succeed in Service Management• ITIL®• ISO/IEC 20000• SDI

• COBIT• Master Class:

Service Catalogue

• People Management• Coaching and

Mentoring• Conflict

Management

• Team Working• Facilitation Skills

• Cyber Security• Agile• DevOps

• Cloud Computing• Project Management

• Self Awareness• Negotiating Skills• Influencing Skills• Effective

Communication

• Presentation Skills• Problem Solving• Decision Making• Time Management• Business Writing

• Stakeholder Management

• Commercial Skills• Change Management• Organisational

Strategy

• Business Partnering• Customer Experience• Consulting• Supplier

Management

E X P A N D Y O U R O R G A N I S A T I O N ' S P O T E N T I A L

W I T H T H E ' Q A C O M P L E T E S E R V I C E M A N A G E R '

For truly great Service Management,choose the ‘Complete’ suite, from QA.

Contact your QA Account Manager to talk through the range of learning options and programmes for your organisation. Call us on:

0 3 4 5 074 7 97 8

TECH SKILLS

OR

GA

NIS

AT

ION

AL

AW

AR

EN

ESS

LEAD

ER

SH

IP A

ND

MA

NA

GE

MEN

T

PERSONAL EFFECTIVENESS

SERVICE MANAGEMENT CORE SKILLS

Much more than courses

Service Management learning consultancy.Our Service Management Learning Consultancy develops bespoke solutions to meet specific learning requirements for organisations. Our solutions are designed to complement our core training, helping you to deliver world class services.

Our philosophy is based on engaging with organisations to understand requirements and needs. With this understanding our experienced consultants then design, develop and deliver a customised Service Management learning solution that can include Classroom, Virtual eLearning and Video Based Learning, in a blended solution.

Need help defining your Requirement? We are always ready to discuss your needs. For more information, contact your QA Account Manager. Call us on:

0 3 4 5 074 7 97 8

O U R S T E P S T O Y O U R S U C C E S S

Understand the need1 Benchmark

success2

Design learning3

Deliver learning

Evaluate success54

E M B E D S E R V I C E M A N A G E M E N T A C R O S S A G L O B A L O R G A N I S AT I O N

A major oil company recognised that introducing new processes and toolsets requires significant organisational and cultural change. To ensure that new ways of working became embedded in the organisation, they recognised the need to educate and train their staff in the importance of adhering to process.

T Y P I C A L L E A R N I N G C O N S U LTA N C Y P R O G R A M M E

W H AT W E D I D

QA Learning Consultants were asked to work with the organisation in order to review the organisation’s new Change Management process, procedural documents and toolset.

Following this review, we designed and created the training material and collateral for:

A W A R E N E S S S E S S I O N S

S U P E R U S E R T R A I N I N G

G L O B A L T R A I N I N G

C L A S S R O O M A N D V I R T U A L

F O R M A T S

Rapidly develop skills in 2 months

in the UK, US and Asia

4,800 learners

T H E B E S P O K E T R A I N I N G

P R O G R A M M E H E L P E D

R E S U LT S

Improved customer feedback

Reduced costs

Risks found and minimised

!

Value comes as standard with a QA Skills Licence.

We’ll help you get the most from your training budget.

We make it easy with a network of training centres throughout the UK, an expansive schedule of courses and lots of distance learning options for you to choose from.

To squeeze even more value out of your QA experience, you can pre-pay for your company’s training with a Skills Licence, giving you great discounted rates without tying you to specifc courses.

Q A . C O M / S K I L L S L I C E N C E

Make the most of your training budget

Efficiently structure training based on your needs

Track your training progress and plan for the future

Extremely valuable course - Will definitely recommend this course - Would definitely recommend to colleagues - Efficient, informative and worthwhile - Nothing fell short. Some things excellent. Lots of expectations satisfactorily met - I would strongly recommend the course as it is valuable to have more business knowledge to relate more to some work I complete - Trainer was able to relate ITIL® to real life cases/scenarios - This is my first time with QA and the experience has been totally worth. The trainer was very good and his presentation helped to understand the basics very well - QA trainer carry lots of real life experience which adds lots of value and aids in learning experience - Very organised and extensive study material from QA.- Excellent trainer, interactive, knowledgeable, made it fun and quite easy to follow. - Highly recommend this - Very pleased with the course - I know that several colleagues would be interested if another course came available - Will do, have done and also recommended a local supplier to QA for further business - It's both a training and a consultancy session. Very practical! - Geraldine was excellent. I really enjoyed this course and would highly recommend this course - Good breadth of information. - The trainer provided was really really excellent - Course well organised and run. Knowledgeable trainer. - With the lecturer I have had its made me more likely to refer others to QA - Another excellent course from QA - Very knowledgeable teacher - Really enjoyed the course. Alan has made the course interesting and enjoyable. - Clive has lots of knowledge and great examples. - 3 other senior mgrs. will be attending this course - Overall very happy with training. - Great course and professionally run....well done!! - Excellent, well presented. - It was nice i got to learn many new things - Well run and organised course. - I don't work in IT so I was worried that I wouldn't understand the concepts. Both trainers were excellent in ensuring that the course was pitched at the right level. - I think the course was really informative and I would definitely recommend to a friend - Excellent - I will recommend the course to my colleagues - Excellent teaching and materials and atmosphere - Great! - my second attendance and every bit as excellent as the first(prince2) last week - Excellent course overall. - Excellent trainer - Mike had a lot of knowledge - Yes excellent course - Very go- Trainer was very good - Excellent tuition, many thanks - "Course material delivered very well - I was able to see things clearly in my mind as a visual learner. - Extended classroom is a great offering which I would highly recommend to my team - I would recommend the course, very likely - Excellent - Very impressed with the whole service and facility - Thank you. - Lester brought the topics to life. Very knowledgeable and great style of tutoring - Excellent environment and course structure - Thoroughly enjoyed and would recommend ITIL® & Mike! - I think it's a very interesting and worthwhile course for IT service professionals - QA Highly recommended - This training will make me feel more confident in my work role - Good location, environemnt and trainer - Very impressed with Loz! - I have been very pleased with QA over many years - This is the best course I have ever taken! - Definitely recommend QA to anyone - Always a great experience. - I have now taken six courses with QA and I am in general extremely satisfied with all areas of the training. - Great experience, most likely to attend again - well lead course and martin's knowledge was very useful. - All professional from reception to trainer. Thanks - This is my second course with QA, I doubt it would be my last, QA are consistently good - I have completed two courses with QA - Both well organised, presented well, with great trainers - I've been on QA courses before and always found them to be interesting and informative. Enjoy the way the course materials are produced. - The course was very well delivered - Very knowledgeable trainer and great course. - The standards attained by the trainer, he was, quite simply, good at what he does. - Adam the trainer was great would happily go on his courses again - My company moved to QA due to bad experiences with other companies and it was definitely a worthwhile change - Fantastic Trainer - Instructor made the course material more interesting with past experiences etc. - Gave me lots of ideas - thank you! - QA provides all the tools you need to help you to succeed - Excellent! - Do frequently recommend - QA professionalism is outstanding - Very good - Superb Course - Course was good, Felt like it could have been 3 or 4 days instead of 5 days - Great trainer and courseware. Mike was very inspiring - I wouldn't change anything. - Really enjoyed the course. Geraldine was fab!! - The trainer (Andrew) made this course thoroughly enjoyable - Always been good in my experience - Great course material, professionally delivered content. - Excellent trainer, great examples, explained the background. Brilliant. - Enjoyable and interesting course. Well delivered. Thanks - Trainer was excellent - My fellow colleagues are due to take the course so I will be passing on how useful the course is - Thank you Adrian - Great Place to train! - Nothing to improve. Extremely valuable course - Will definitely recommend this course - Would definitely recommend to colleagues - Efficient, informative and worthwhile - Nothing fell short. Some things excellent. Lots of expectations satisfactorily met - I would strongly recommend the course as it is valuable to have more business knowledge to relate more to some work I complete - Trainer was able to relate ITIL® to real life cases/scenarios - This is my first time with QA and the experience has been totally worth it. - The trainer was very good and his presentation helped to understand the basics very well - QA trainer carry lots of real life experience which adds lots of value and aids in learning experience - Very organised and extensive study material from QA. Thank you - Excellent trainer, interactive, knowledgeable, made it fun and quite easy to follow. - Highly recommend this - Very pleased with the course - I know that several colleagues would be interested if another course came available - Will do, have done and also recommended a local supplier to QA for further business - It's both a training and a consultancy session. Very practical! - Geraldine was excellent. I really enjoyed this course and would highly recommend this course - Good breadth of information. - The trainer provided was really really excellent - Course well organised and run. Knowledgeable trainer. - With the lecturer I have had its made me more likely to refer others to QA - Another excellent course from QA - Very knowledgeable teacher - Really enjoyed the course. Alan has made the course interesting and enjoyable. - Clive has lots of knowledge and great examples. - 3 other senior mgrs. will be attending this course - Overall very happy with training. - Great course and professionally run....well done!! - Excellent, well presented. - It was nice i got to learn many new things - Well run and organised course. - I don't work in IT so I was worried that I wouldn't understand the concepts. Both trainers were excellent in ensuring that the course was - I think the course was really informative and I would definitely recommend to a friend - Excellent - I will recommend the course to my colleagues - Excellent teaching and materials and atmosphere - Great! - my second attendance and every bit as excellent as the first(prince2) last week - Excellent course overall. - Excellent trainer - Mike had a lot of knowledge - Yes excellent course - Very good - Trainer was very good - Excellent tuition, many thanks - "Course material delivered very well - I was able to see things clearly in my mind as a visual learner. - Extended classroom is a great offering which I would highly recommend to my team - I would recommend the course, very likely - Excellent - Very impressed with the whole service and facility - Thank you. - Lester brought the topics to life. Very knowledgeable and great style of tutoring - Excellent environment and course structure - Thoroughly enjoyed and would recommend ITIL® & Mike! - I think it's a very interesting and worthwhile course for IT service professionals - QA Highly recommended - This training will make me feel more confident in my work role - Good location, environment and trainer - Very impressed with Loz! - I have been very pleased with QA over many years - This is the best course I have ever taken! - Definitely recommend QA to anyone - Always a great experience. I would strongly recommend the course as it is valuable to have more business knowledge to relate more to some work I complete - Trainer was able to relate ITIL® to real life cases/scenarios - This is my first time with QA and the experience has been totally worth. - The trainer was very good and his presentation helped to understand the basics very well - QA trainer carry lots of real life experience which adds lots of value and aids in learning experience - Very organised and extensive study material from QA. QA trainer carry lots of real life experience which adds lots of value and aids in learning

experience - Very organised and extensive study material from QA. Thank you - Excellent trainer, interactive, knowledgeable, made it fun and quite easy to follow.

Don't just take our word for it.

“Another positive experience with QA. I think you have got the whole training thing really well covered. There are genuinely no areas that I think you could improve on.”

ICT Infrastructure Team Leader,Greater Manchester Fire & Rescue Service

“Overall very good course”

Bytes Software Services Ltd, ITIL® Lifecycle Certificate in Service Strategy

“I’ve been attending QA courses for over 10 years and the quality is consistently of a very high standard. Would recommend [to others].”

Senior Service Delivery Manager, BT IT Services

“The training course was effective and the course leader made it easy to understand”

Problem Coordinator, ITIL®Foundation Certificate in IT Service Management

“The course was very good and can be understood away from the classroom. Highly recommend the remote availability”

UCLES

Transforming performance through learning.At QA we believe that learning makes people and organisations perform better.

So whether you choose our award-winning apprenticeships, our highly-trained consultants or our professional or higher education training, you can feel confident that QA can help you maximise your business performance, whoever you are.

transforming performancethrough learning

To book a course or contact us

about training.

speak to one of our

learning advisors

0345 074 7978

vis it

QA.COM/SM

or drop in to one of our national centres

SERVICE MANAGEMENT TRAINING

CAPABILITY.SERVICEPERFECT

QA .COM/SM

/qatraining

For a list of our courses, please visit

Talk to QA and perfect your service management capability

0345 074 7978

0.1 Published December 2017