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.
Each delegate will receive a copy of the new ITIL Support and Delivery Books (at the start of the appropriate course) plus a set of the course visual aids. At the end of the Service Support course delegates will also receive the Getronics ITIL workbook on CD as preparation for the Review Day and Examination.
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
- Learn how to analyse and evaluate an IT organisation processes with ITIL as a reference
- Describe the inter-relationships between Service Management disciplines
- Learn how to re-engineer processes with your IT organisation
- Learn how to develop an organisation structure that supports the ITIL processes
- Describe how processes are planned and implemented
- Learn how to raise awareness and gain supporting commitment for ITIL in your organisation
- Describe how to implement ITIL in a given scenario
- Demonstrate knowledge of ITIL terminology
- Prepare for the IT Service Management certificate
Examinations
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.
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. Distinctions are awarded to candidates who achieve 65% or above in both papers. However, if unsuccessful in any of the two examinations, then this can be re-taken independently, within 13 months of receiving the results.
Paper 1
(Afternoon of the 1st day) 3 hour Service Support examination. 5 questions (approx. 60% of the questions are based on the case study). closed book 50% pass mark required.
Paper 2
(Morning of the 2nd day) 3 hour Service Delivery examination 5 questions (approx. 60% of the questions are based on the case study) closed book 50% pass mark required.
Examination
2 three-hour papers, over two days, on the last Wednesday (afternoon) and last Thursday (morning) of January, April, July and October.
The times for the exams are as follows:
- IT Service Support - 1pm-4pm
- IT Service Delivery - 10am to 1pm
The examinations are held at an ISEB venue at the following locations:
- Edinburgh
- Manchester
- London
- Swindon
Exact venue details are released by the ISEB closer to the time the examination takes place.
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.
Course Outline
MODULE 1 - SERVICE SUPPORT
(DURATION: 5 DAYS)
The Service Support course is oriented at the operational processes.
COURSE PROGRAMME:
- 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
MODULE 2 - SERVICE DELIVERY
(DURATION: 5 DAYS)
The Service Delivery course is oriented at the tactical processes
COURSE PROGRAMME:
- Financial Management for IT Services
- Capacity Management
- Availability Management
- IT Service Continuity
- Service Level Management
The following subjects are addressed during this module:
- Case study introduction
- Detailed review of the tactical 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
MODULE 3 - REVIEW & EXAMINATION PREPARATION
(ITIL)
(DURATION: 1 DAY)
The review day is to prepare the delegate to sit the IT Service Management examinations.
- Review of the purpose, benefits, key components, roles, responsibilities and relationships between each of the service management processes
- Strategies for approaching the examination
- Example examination questions
- Reviewing the case study
- Questions & answers
This training course is presented on behalf of CourseMonster by an ISEB accredited training provider.
