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The Effective Systems Engineer

R4,950 R3,750 VAT incl.

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The Effective Systems Engineer course is designed for anyone who works in a support team, providing technical support on complex IT systems. If you are a second-line or third-line support, with an interest in improving the quality and responsiveness of the services you deliver, then this course is for you.

Based on Best Practice Guidance

In this course, you will explore the common themes from a variety of best-practice frameworks, including ITIL, Sire Reliability Engineering, ISO/IEC20000, DevOps and the Microsoft Operations Framework. The content and exercises in this course builds on the theory that you learnt in your ITIL Foundation course, and now equips you with very practical skills to manage and improve the quality of services that you provide.

You will also explore the the advanced engineering principles that will help you design, deploy and support reliable and secure IT systems. And will be better prepared to make an informed decision on which guidance is most appropriate for your clients. This will ensure that your systems is fit-for-purpose.

The Effective Systems Engineer

This course will provide you with the understanding and skills to be a more effective Systems Engineer:

  • Learn to use the correct terminology and sound more articulate, confident and competent when engaging with your co-workers.
  • Learn how to document IT systems in a standardised notation which everyone can understand and contribute to.
  • Learn about the hidden behavioural patterns that undermine your performance
  • Explore the principles that underpin your Support Model.
  • Learn how to prioritise your diagnostic effort to match business priority
  • Learn how to establish your own personal productivity system, and personal boundaries to protect your own productivity
  • Learn how to contribute to the design of your internal support model

In addition, you will learn how to use:

  • The Incident Process to improve your consistency and professionalism when supporting IT systems from the second- or third-line.
  • The Service Request Process to standardise your workflow on frequent and repeatable requests.
  • The Problem Process to provide you with a structured approach to addressing the underlying root cause of incidents.
  • The Service Configuration Process to help you understand the complexity and relationship between components.
  • Contribute your insight into the Known Error Database, a valuable repository of technical knowledge built up when supporting IT Systems.
  • The IT Asset Process, to help you track and manage IT assets under your control.
  • The Monitoring and Event Process to provide you with a structured approach to making sense of complex outages, correlating the data and implementing automated responses.
  • The Service Catalog, to better understand the complex business dependencies on IT systems.
  • Make submissions for improvements into the Service Improvement Register
  • Communicate systemic risks into your IT Risk Management Process.

Integration into other processes

The value of Service Management is only truly realised when information is being shared between teams and processes. You will also discover

  • the fundamentals of the Service Level Agreement, and how to recognise when people game the system to meet their targets.
  • how the Risk Management process works, and when to report risks to the Risk Manager so that these may be tracked and escalated.
  • how Budgeting works, and how you to motivate for funding for additional support staff, and technical improvements.
  • the surprising link between poorly-changed Changes and Incidents, and how to spot these patterns in your own environment.
  • how to integrate into the Capacity Management Process and when to escalate capacity-related incidents.
  • how to integrate into the Availability Management Process and how to leverage the Availability Plan to better.
  • a more effective way to produce management reports.

Benefits to your organisation

  • Formalisation of Incident Management practices, through the establishment of key documentation (Policy, Process and Service Improvement Register)
  • More insightful reporting on Incidents and the productivity of the support team
  • Identification and improved visibility of operational risks
  • Formalised improvement plan which demonstrates a commitment to quality and customer satisfaction