ITIL v2 Service Manager
Demonstrate an in-depth knowledge and practical application of IT Service Management.
Gain a deeper and more practical understanding of ITIL processes and key process-oriented and organizational implementation issues in this intensive Boot Camp. In this practical-oriented course, you’ll use case studies and participate in role-playing and presentations to test and improve your essential managerial skills.
The course is divided into two five-day sessions with three to four weeks between the first and the second week. After the second week, students come together once more for two days to prepare for the exams and two days to take the IT Service Manager Certification exam from EXIN. The exam consists of two three-hour-long parts, Service Support and Service Delivery, offered at 9 AM the last two days of the course.
Please note: The ITIL Foundation certification is required to take the Service Manager exam
What You’ll Learn
- Record, guard, and improve the selected ITIL Process(es)
- Analyze IT Service Management processes within an organization
- Design the organizational structure for implementing processes
- IT Service Management processes
- Assess and audit IT Service Management processes
- Implement change processes
- Perform proper written communication (reports, memos, project plans) as well as verbal communication
- Important management skills required to be an effective IT Service Manager
The IT Service Management Manager Certificate course provides the complete “tie-in” to Service Management — concepts that were learned in the Foundation course are put into action and further developed from a more practical standpoint. Process information is refined into useable concepts with defined products — process documentation, service catalog strategies, and supporting skills like communication plans and strategies.
Who should attend? Any manager and staff responsible for the design and /or operation of one or more of the IT Service Management processes. Additionally, other managers, consultants, suppliers and experienced development, support and operations practitioners whose contributions impact upon the quality of the IT Services delivered to Customers. Note: attendees MUST hold the Foundation certificate.
The course directly addresses the following objectives:
- To consider the business, management, technical, organizational and operational issues associated with each IT Service Management process and plan “best practice” improvement strategies
- To write the ISEB “Manager’s Certificate in IT Service Management” examination with confidence, via a thorough understanding of the subject matter.
Knowledge & Skills Gained
This course will enable delegates to plan, manage and implement the ITIL-based Service Support and Service Delivery processes. Through course participation, students will learn to:
- Define the IT Service Management processes
- Assess the IT Service Management processes in a given organization
- Analyze an existing organization in order to better manage the IT infrastructure
- Describe in detail how each of the ITIL processes address common IT Service Management problems and their resolutions
- Explain the inter-relationships of each process, key inputs and outputs, and how organized processes provide high quality, affordable services
- Discover major pitfalls when implementing a Continuous Service Improvement Program and how to avoid them
- Raise awareness and gain support/commitment within the organization’s business developers, operational service providers and other IT professionals
- Implement organization change
Certification
- Achieving at least 50% (65% for ‘Distinction’) in each of the two 3-hour essay exams will lead to the awarding of the Service Manager’s Certificate in IT Service Management. To prepare students for the examination, the course provides a carefully balanced mix of lecture/discussion, case study assignments and exercises, and mock examinations.
- A Revision Day is held a few days prior to the actual exam (typically the same week). The agenda for the Revision Day is to analyze and review the exam Case Study (and Service Management processes) and prepare the candidate for potential exam questions. Candidates must have attended both the Service Support and Service Delivery courses in order to sit the exam.
Course Logistics & Fees
Instructors:
- Instructors have extensive real-world experience in the implementation and managing Service Management processes. All instructors are ISEB and EXIN accredited tutors, hold the Manager certificate as well as ISO/IEC 20000 Consultants. The course is fully accredited through both ISEB & EXIN.
Course Outline
Service Support
1. Introduction to Service Support Processes
2. Continuous Service Improvement Program (CSIP)
- CSIP Assignment
- CSIP Presentation
3. Configuration Management
- Configuration Management Assignment
- Configuration Management Presentation
4. Service Desk Theory
5. Incident Management Theory
- Configuration Management, Service Desk, and Incident Management Assignment
- Configuration Management, Service Desk, and Incident Management Presentation
6. Problem Management
- Problem Management Assignment
- Problem Management Presentation
7. Change Management Theory
- Change Management Assignment
- Change Management Presentation
8. Release Management Theory
- Release Management Assignment
- Release Management Presentation
9. Service Support
- Service Support Processes Assignment
- Service Support Processes Presentation
Service Delivery
1. Introduction to Service Delivery Processes
2. Service Level Management Theory
- Service Level Management Assignment
- Service Level Management Presentation
3. Financial Management Theory
- Financial Management Assignment
- Financial Management Presentation
4. Availability Management Theory
- Availability Management Assignment
- Availability Management Presentation
5. Capacity Management Theory
- Capacity Management Assignment
- Capacity Management Presentation
6. IT Service Continuity Management Theory
- IT Service Continuity Management Assignment
- IT Service Continuity Management Presentation
7. Security Management Theory
- Service Delivery Processes Assignment
- Service Delivery Processes Presentation
