ITIL Manager's Certificate in IT Service Management (Service Support)

Course Overview

This course consists of a five day instructor-led workshop based on the IT Infrastructure Library. The course will be delivered using a number of techniques: formal lecturing, group discussion, syndicate discussions, presentations, individual exercises and examination questions. Participants will be required to undertake some syndicate work / self study in the evenings of the course. A copy of the ITIL Service Support book is provided for each participant. The programme is suitable for participants who have been in IT for at least five years and have relevant experience. Candidates wishing to take the Managers Certificate in IT Service Management must hold the ISEB Foundation Certificate in IT Service Management.

Skills Gained

At the end of this course, participants will be able to:

• Describe key areas in IT Service Management
• Explain the key features of Configuration Management
• Explain the key features of Service Desk Management
• Explain the key features of Incident and Problem Management
• Explain the key features of Support Level Management
• Explain the key features of Change and Release Management

Examinations

The course helps prepare participants to sit the ISEB Managers Certificate in IT Service Management. Participants wishing to take this certificate should also attend the ITIL System Delivery course.

Course Outline

Service Delivery

Introduction

• IT Service Support overview
• Why Service Management?
• Relationship of Service Support to Service Delivery

Configuration Management

• Configuration identification
• Configuration management database
• Configuration audits and control
• Status accounting
• Planning and managing configuration management
• Costs and benefits

Service Desk

• Incident data capture
• Customer / User requirements
• Promoting IT services
• Planning for the Service Desk
• Managing the Service Desk

Problem management

• Root cause analysis
• Processes, problem and error control
• Planning for problem management
• Managing problem management

Change management

• Change management components
• Requests for change
• Change authorisation
• Change, build and test
• Review and urgent changes

Release management

• Why Release Management?
• What is Release Management?
• Planning for Release Management
• Managing Release Management
• Software and hardware control

Service Delivery

Introduction

• IT Service Support overview
• Why Service Management?
• Relationship of Service Support to Service Delivery

Configuration Management

• Configuration identification
• Configuration management database
• Configuration audits and control
• Status accounting
• Planning and managing configuration management
• Costs and benefits

Service Desk

• Incident data capture
• Customer / User requirements
• Promoting IT services
• Planning for the Service Desk
• Managing the Service Desk

Problem management

• Root cause analysis
• Processes, problem and error control
• Planning for problem management
• Managing problem management

Change management

• Change management components
• Requests for change
• Change authorisation
• Change, build and test
• Review and urgent changes

Release management

• Why Release Management?
• What is Release Management?
• Planning for Release Management
• Managing Release Management
• Software and hardware control