Global Knowledge offer Service Management
education and other services on a global basis. We offer one
of the largest public schedules in the UK, running in all of our
regional training centres, that is, Coventry, London, Manchester,
Leeds and Wokingham. We also provide ITIL training in all of
our operating many countries in Europe and the USA.
In addition to our public schedule and on-site
training capability, we work to support our customers on a
consulting basis. All Global Knowledge consultants are
trained to ITIL Expert Level. Many of our people are also
qualified to deliver ISO/IEC 20000 consultants and accredited
Service Desk Institute auditors/
trainers.
Breadth and depth of courses
– Global Knowledge offers a complete and integrated portfolio of
accredited and bespoke ITIL courses covering awareness, foundation,
lifecycle, capability and ITIL complementary courses, as well as
COBIT, SDI and ISO/ IEC 20000.
Proven Implementation experience of
instructors - Each instructor has a minimum of 10 years
proven implementation experience, which is maintained by delivering
a combination of training and consultancy assignments and
involvement in industry forums. This ensures that the
instructors we deploy are able to reinforce the Service Improvement
through real life experiences. All these instructors have to first
demonstrate their competency as proven consultants, before they go
through an extensive skill transfer programme and accreditation
process. Additionally, they are mentored by other experienced
instructors before being allowed to deliver single instructor
courses. Many have previously held senior IT and business
management positions and are able to position the delivery within
the context of different business environments. Also, our
instructors are able to position ITIL within the context of other
best practice frameworks and techniques such as, Sarbanes-Oxley,
Six Sigma, COBIT, European Foundation Quality Management
(EFQM), SDI, ISO 9000, ISO20000 and
ISO27001.
Pass rates – Global
Knowledge’s experience, and continued involvement with the
examination process since the introduction of the courses, ensures
that delegates receive the best examination preparation. This
includes: mock papers, additional questions written by senior
examiners and hints and tips on answering exam questions. As a
result, our pass rates have been consistently above the global
averages for each accredited course since their introduction.
Putting process into practice
– If certification is a stated aim, we work with the primary
objective of enabling our delegates to pass the exam, but do not
lose sight of the fact that our customers need to put their theory
into practice. We take pride in our delegates being able to
use what they learn when they return to their business
environment.
High quality courseware –
Global Knowledge’s instructional designers use best practices to
develop courseware that factors in different learning styles making
sure we don’t just present using bullet points. We work hard
to use charts and diagrams to emphasise the key points as well as
including mind maps as part of the course. We use the
assistance of our highly qualified subject matter experts to ensure
that the content covered exceeds the course objectives.
Industry respected experts –
Global Knowledge’s team includes current Chairman of itSMF UK,
Barry Corless. Barry is a member of the ITIL qualifications
board, reviewer of the latest upgrade of the ITIL core volumes and
highly respected speaker and author on the Service Management
circuit. Also part of the team is Rosemary Gurney, the
current Chair of the Qualification and Certification committee of
itSMF International. Rosemary is also the senior examiner in
charge of the ITIL Foundation qualification. Other members of
the Global Knowledge team are respected ITIL examiners and members
of industry committees.
SFIA mapping – All Global
Knowledge’s Service Management and Service Desk courses are mapped
onto the Skills Framework for the Information Age (SFIA) allowing
organisations to choose the right courses or combination of skills
for their people from a vocational standpoint.
Mentoring – If beneficial to
a programme, Global Knowledge appoints a lead consultant to act as
a mentor prior to, during and following any engagement. The role
includes:
- Assisting with any training needs
analysis requirements.
- Gaining an understanding of the
customer’s environment for use in briefing other instructors and,
where required, customising the material and/or delivery.
- Ensuring a successful programme
through the co-ordination of delivery activities.
- Reviewing with the sponsoring manager
feedback and performance of the delegates, picking up on any issues
requiring attention.
- Providing assistance to delegates with
any post-engagement assistance including handling points of
clarification and/or implementation issues.
First to Market - Global
Knowledge helps to lead new ITIL curriculum requirements through
our subject matter experts and our engagement with the awarding
bodies. We can guarantee being ahead of the general market
with new developments enabling us to add significant value to our
existing clients through access to new updates.
Utilisation of Technology -
At Global Knowledge, we strive to accommodate all types of learning
needs to ensure that everyone has the same opportunities. Thanks to
flexible and non-classroom-based learning, there are now more
options than ever before – giving you the choice to learn in the
best way that suits you and your
organisation. Our virtual learning solutions
are about connecting people, and enabling them to learn effectively
no matter where they are. We use the latest video
conferencing solutions to allow learners to communicate
face-to-face with teams inside – and outside – of their
organisation or learning environment.
Accreditation – Our ITIL and
other courses are accredited to the high standards set by The APMG
Group and EXIN. We are audit and training partner of the
Service Desk Institute.
Flexible – No other
organisation offers as many different variations to allow you to
deliver the service management education experience that is right
for your team. E-learning, blended learning, traditional
instructor led, education workshops and WebEx have all been blended
to provide solutions.
Innovation – Global
Knowledge is at the very forefront of service management
education solutions with the introduction of the Post Graduate
Certificate in IT Service Management. The solution to take
ITIL experts to the next level has been co-developed with the Open
University.