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Course Overview Discover an ITIL 'best practice' approach to facilitate improvements in the provision of IT Services through process understanding and development. An IT Service Manager requires knowledge and skills over a diverse range of activities. Therefore ensuring that your organisation is focused on customer service and service quality through adopting a systematic approach to the support and delivery of IT Service is paramount. The Manager's Certification Programme will address the knowledge needed to improve the credibility and effectiveness of the IT service provider. The programme will address generic issues such as gaining commitment, implementation, measuring and reporting as well as focusing on all the processes covered by the OGC's service support and service delivery books. The programme provides comprehensive training for more experienced IT personnel and is divided into two 5-day courses (IT Service Support and IT Service Delivery) a 1-day Review, and two 3-hour examinations which, when completed successfully, lead to a formal industry recognised qualification. There are two separate exams, one Support and one Delivery. The exams are taken over two days, each paper lasting three hours and are scheduled quarterly at the end of January, April, July and October each year. Audience IT Managers, IT Management Consultants, IT Project Managers or IT Auditors. Those with management responsibilities for the Support and/or Delivery of IT Services. Skills Gained - Demonstrate knowledge of how effective Service Management helps to meet customer requirements
- Identify how to improve the Support and Delivery functions in your organisation with aim of providing improved and more cost effective services
- Discover what the major hurdles are in implementing ITIL
- Learn from your fellow delegates' IT service management experiences
- Prove your competence through attainment of the Manager's Certificate in IT Service Management
Examinations Prerequisites Delegates should have at least five years experience working in an IT environment and must hold the Foundation Certificate in IT Service Management. It is recommended that before attendance the delegate should review both the IT Service Management Foundation material and the ITIL pocket guide. In addition, come prepared with a view of the effectiveness of the IT Service Management processes in their own organisation - this information could be used in discussion during the courses. To be awarded the Manager's Certificate in IT Service Management, participants must already hold the Foundation Certificate in Service Management and attain a minimum of 50% in both examinations. Course Outline The Service Support course is oriented at the operational processes. - Configuration Management
- Service Desk
- Incident Management
- Problem Management
- Change Management
- Release Management
The following subjects are addressed during this module: - Case study introduction
- Detailed review of the operational processes
- Defining an implementation plan
- Motivating staff and management to use ITIL
- Defining processes, procedures and authority levels within organisations
- Integration between the processes
- Review of the benefits of the processes for an organisation
- Gaining commitment within organisations
- Defining management information
- Defining quality assurance
- Review and practice of example examination questions
This training course is presented on behalf of CourseMonster by an ISEB accredited training provider.
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