ITIL ® Service Management: Revision Day

Course Overview

The Manager's Certificate is attained by first attending two 5-day courses, covering ITIL Service Delivery and Service Support. The courses provide practical guidance on the design, implementation and management of a Services Framework based on ITIL best practice guidelines. The 1-day revision workshop helps prepare delegates for the EXIN IT Service Management Service Delivery and Service Support examinations.

Audience

This revision day is aimed for delegates who will be taking the EXIN IT Service Management: Service Delivery and Service Support exams.

Skills Gained

This course will prepare delagtes for the ISEB Practitioner qualification.

Examinations

These courses are recommended as preparation for the following exam:

• The Manager's Certificate in IT Service Management,

which is attained by passing two 3-hour closed book examinations and the in-course assessments. These are normally scheduled quarterly at the end of January, April, July and October each year.

Prerequisites

Students taking IT Service Management: Service Delivery and Service Support exams must have completed the accredited courses, completed the in-course assessments to a satisfactory level, and hold the ITIL Foundation Certificate.

Course Outline

ITIL SERVICE DELIVERY (5 days)

Service Level Management

• Planning, negotiating & managing Service Level Agreements
• Structure, content and wording
• Key service items; monitoring and reporting
• Service reviews and Service Improvement Programmes

Financial Management for IT Services

• Budgeting, IT accounting and Charging principles
• Benefits of costing and charging
• Charging policies, charging methods & impact on SLAs

Availability Management

• Planning and maintaining high availability systems
• Risk analysis & management
• Calculating and meeting service level availability & reliability targets

Capacity Management

• Building a capacity management database
• Workload management, application sizing, resource management
• Demand management, performance monitoring and tuning
• Modeling and capacity planning

IT Service Continuity Management

• Developing an IT Service Continuity Plan and interfacing into an organ-isation's Business Continuity Plan
• Business impact analysis, risk analysis, continuity options
• Implementation, testing and ongoing maintenance of the plan

ITIL SERVICE SUPPORT (5 days) Configuration Management

• Basic concepts and terminology
• Configuration breakdown and relationships
• Building, implementing and managing a configuration management database (CMDB)
• Using a CMDB to manage incidents, problems & changes

Incident Management

• First line incident management
• Interface between IT and users
• Incident logging and escalation
• Coding systems, diagnostic aids
• Service quality metrics and reporting
• Service desk types & the staff skills required
• Service desk contribution to the quality of the overall service provision

Problem Management

• Incidents, problems and known errors
• Problem control and prevention
• Analysis and targeting techniques
• Categorisation, priority and severity coding provision

Release Management

• Storage, control and release of authorised software/hardware
• Definitive Software Library (DSL) and Definitive Hardware Store (DHS) with interfaces to the configuration management system
• Service Management Tools
• The tools available and selecting the most appropriate tool for your organisation

REVISION DAY (1 day)

• Examination tips
• Advice and guidance on answering
• examination questions
• Key points for each Service Management process to aid revision
• Familiarity with the examination 'case study'

Follow On Courses

Business and Management Skills course