ITIL ® v2: Managers Certificate: Service Delivery

London (EC2)

28/03/10

£

1,225

London (EC2)

24/05/10

£

1,450

London (EC2)

31/05/10

£

1,495

London (EC2)

07/06/10

£

1,450

London (EC2)

21/06/10

£

1,315

London (EC1)

05/07/10

£

1,450

London (EC1)

06/09/10

£

1,695

Berkshire

Reading (RG2)

22/03/10

£

1,450

Wokingham (RG41)

26/04/10

£

1,450

Manchester (Greater)

Heywood (OL10)

12/04/10

£

1,225

Heywood (OL10)

12/07/10

£

1,225

Warwickshire

Warwick (CV34)

05/07/10

£

1,315

Yorkshire (West)

Leeds (LS1)

24/05/10

£

1,695

Yorkshire (West)

Leeds (LS2)

26/04/10

£

1,495

Leeds (LS2)

07/06/10

£

1,495

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Course Overview

This course covers the key areas that make up Service Delivery, as defined in the IT Infrastructure Library (ITIL). It focuses on the processes needed to define, deliver and measure IT services to the business to the appropriate level of quality and cost. Service Delivery is one of two courses required to take the Managers Certificate in IT Service Management. The other course is Service Support (UA573SB).The 5-day course is 60 percent lecture and 40 percenthands-on activities. Mock exams are set each day to preparedelegates for the final written test.

Audience

• IT infrastructure service managers. IT professionals responsible for system and networkadministration. Organization and information consultants.

Prerequisites

• Passing performance on the Foundation Certificate inIT Service Management exam.
• Recommended: ITIL Service Delivery book (ISBN 0 113300174, Pocket Guide (ISBM 0-9254706-40.

Key topics

• Understand how Service Management can facilitatethe alignment of IT process to business objectives.
• Understand the ITIL Service Delivery modelsufficiently to be able to develop, implement andmanage IT services.
• Be able to develop a Service Delivery referencemodel for an organization.
• Be able to take and pass the Service Delivery examfor the Manager's Certificate in IT ServiceManagement.
• Gain the knowledge to significantly improvecooperation between your organizations businessdevelopers, marketers, providers, and ITprofessionals.

Next steps

• : ITIL Service Manager: Service Support UA573SB ITIL Service Management examspreparation workshop