Course Overview
This course is made up of two separate one week training courses, followed by one, or optionally two revision days. It leads to the formal ISEB Manager's Certificate in IT Service Management.
This is an intensive training programme, designed for those with at least five years relevant experience of IT and the Service Management disciplines. The course is based upon the OGC's IT Infrastructure Library (ITIL) publications 'Best Practice for Service Support' (the blue book) and 'Best Practice for Service Delivery' (the red book). Copies of these publications are included in the price of the course.
The courses contains a combination of:
- Lectures
- Tutorials
- Debates
- Assignments
- Mock examinations marked to ISEB/EXIN standards
- Registration for examinations
A comprehensive course manual is provided to all candidates, as well as the ITIL Service Support and ITIL Service Delivery books.
Audience
The programme is suitable for candidates who have been in IT for at least 5 years and have relevant experience. Candidates wishing to take this examination must hold the ISEB/EXIN Foundation (or the Network Services Management certificate which gives exemption).
Examinations
The programme of courses is scheduled to lead up to the ISEB examinations, which are held quarterly, at the end of January, April, July and October.
Since their introduction in 1991, the IT Service Management certificates offered by the Information Systems Examination Board (ISEB), part of the British Computer Society, and Stichting EXIN, the Dutch Examination Institute, have become the de-facto professional qualifications recognised throughout the world.
We offer delegates knowledge, experience and techniques to ready them for these qualifications. This training and qualification will assist in enabling the delegates to offer a significant and effective contribution in implementing IT Service Management within their own organisations.
This training programme consists of two one-week training courses, followed by an optional two-day revision package. The examinations are held four times a year at the end of January, March, July and October at various locations.
Course Outline
Week 1 - Service Delivery
Introduction to IT Service Management
- What is ITIL?
- Benefits of IT Service Management
- Service Support and Service Delivery
Service Level Management
- The planning, negotiating and management of Service Level Agreements (SLAs).
- The Service Level Management process.
- The Service Catalogue.
- SLA structures, contents and wording.
- Monitoring, reporting and reviewing.
- Roles and Responsibilities
- Benefits, Costs and Possible Problems.
- Service Improvement Programmes.
- Metrics and KPI's
Financial Management
- Goals of Financial Management
- The budget process
- The IT accounting process
- The Cost Model
- Charging for IT services
- Benefits, Costs and Possible Problems
- Planning and Implementation
Availability Management
- Goals and objectives
- Key elements of Availability Management
- Designing for Availability
- Availability Management Techniques
- Availability Management Process
- The cost of unavailability
- Availability Planning
- Security Considerations
- Measurement and reporting
- Benefits, costs and possible problems
Capacity Management
- Goals of Capacity Management
- Capacity Management processes
- Capacity Database
- Capacity planning
- Planning and Implementation
- Benefits, costs and possible problems
IT Service Continuity Management
- Goals of IT Service Continuity
- Business Continuity
- The Business Continuity Lifecycle
- Risks and Threats
- Roles and Responsibilities
- Consideration of recovery options
- Benefits, costs and possible problems
Week 2 - Service Support
Configuration Management
- Goals of Configuration Management
- Configuration Items, Attributes and Relationships
- Configuration Management Database
- Definitive Software Library
- Planning and Implementation
- License management
- Roles and responsibilities
- Benefits, costs and possible problems
Incident Management
- Goals of Incident Management
- The Incident Management process
- Incident classification and priorities
- Escalation
- Responsibilities
- Incident status - lifecycle
- Handling major incidents
- Benefits, costs and possible problems
Service Desk
- Goals of the Service Desk
- Service Desk structure and organisation
- Staffing considerations
- Customer interaction
- Outsourcing the Service Desk
- Implementing the Service Desk
- Service Desk metrics
- Advertising and selling the Service Desk
- Benefits, costs and possible problems
