ITIL Service
Manager Certification
Delivery Format: Instructor
Led
Course Description
This hands on, instructor led
program is the highest level of professional IT
Service Management certification available. The
candidate who achieves this certification has
demonstrated not only an in-depth knowledge of IT
Service Management but also a practical application
of that knowledge. The course introduces the
following learning objects for each IT Service
Management process:
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Process Fundamentals Review
|
|
How to Enable an ITIL
Strategy |
|
Understanding Business & IT
Alignment |
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The Role of Continuous
Process Improvement |
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Improve Quality of Service
|
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Control and Reduce Cost
|
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Improve Effectiveness and
Efficiency |
The program spans 10 days of
lectures, student assessments, group activities and
after hour reading assignments. The remaining 2.5
days are dedicated to exam preparation and testing.
Course Outline
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|
Week 1 - Service Support |
Week 2 - Service Delivery |
Week 3 - Revision |
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Day 1 |
Introduction to ITIL |
Introduction to Service Delivery |
Review Case Study |
|
Introduction to Service Support |
Service Level Mgmt. |
|
Service Desk/Incident Mgmt. |
Case Exercise |
|
Working in Teams |
|
|
Case Exercise |
|
|
Day 2 |
Reflection & Review |
Reflection & Review |
Review Case Study |
|
Problem Management |
Availability Mgmt. |
Service Support Exam |
|
Case Exercise |
Case Exercise |
|
|
Day 3 |
Reflection & Review |
Reflection & Review |
Service Delivery Exam |
|
Configuration Mgmt. |
Capacity Management |
|
Case Exercise |
Case Exercise |
|
Day 4 |
Reflection & Review |
Reflection & Review |
|
|
Change Management |
Continuity Mgmt. |
|
Case Exercise |
Case Exercise |
|
Day 5 |
Reflection & Review |
Reflection & Review |
|
|
Release Management |
Finance Management |
|
Case Exercise |
Case Exercise |
|
Communication Planning |
CSIP – Business & IT Alignment |
Who Should Attend
IT senior managers, process
owners, project managers, process staff and managers
and consultants responsible for the successful
implementation of ITIL processes.
Prerequisites
The candidate must hold an ITIL
Foundation Certificate, and have a minimum of two
years of relevant experience in Information
Technology.
Exam
The examination consists of two
3-hour essay exams and a successful evaluation of
the candidate’s skills by the tutors. Certification
is through the Information Systems Examination Board
(ISEB).
Reference Material
Each student will receive a
workbook and the OGC IT Service Support & Delivery
books. Other ITIL-related study material and books
are available for purchase prior to, or during, the
class.
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