Leveraged Technology is an industry leader in ITSM, staff development and soft-skills training. LTI was the first organization to offer formal help desk training, and has been an industry recognized leader in course development including participating on HDI’s Certification Standards Committee to develop the first open, standards-based training certification program for support center professionals.
Our instructors are industry thought leaders who have developed a variety of courseware to assist support managers understand service and support operations, leadership, management and customer service.
Available Courses:
- Building an Effective CMDB — This course is grounded in the industry best practice guidelines of the ITIL framework and expanded through our extensive, practical experience in modeling Configuration Management Databases (CMDBs) with our clients. Learn the importance of an effective CMDB to overall IT Service Management (ITSM) activities and how to create one with the guidance of an experienced Leveraged Technology ITSM consultant.
- Building an Effective Service Catalog — This course is grounded in the industry best practice guidelines of the ITIL framework and expanded through our extensive, practical experience in developing Service Catalogs with our clients. Learn the importance of an effective Service Catalog to overall IT Service Management (ITSM) activities and how to create one with the guidance of an experienced Leveraged Technology ITSM consultant.
- Communication Skills for Support Professionals — This course is designed to develop the customer service skills of the participants by developing an understanding of communication methods, behavior styles and how to manage relationships.
- Knowledge Management Adoption Course — This two-day course presents a balanced picture of the KM adoption process and provides a roadmap for success. A winning KM strategy requires a full consideration of at least four distinct aspects of adoption: People, Process, Content and Technology.
- Knowledge Management Foundation:KCS Principles — This three-day course follows the HDI curriculum to provide a foundation for support centers desiring to understand and implement the mature knowledge management strategy known as Knowledge-Centered Support.
- ITIL® Certification Courses — LTI offers all current ITIL® certification courses on a regular schedule.