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Training:
ITIL Service Managers Programme

Price:
On application

Available dates:
On demand

Code:


Overview:

Discover an ITIL "best practice" approach to facilitate improvements in the provision of IT Services through process understanding & development.

Leads to the Management Certificate in IT Service Management

An IT Service Manager requires knowledge and skills over a diverse range of activities. Ensuring that your organisation is focused on customer service through adopting a systematic approach to the support and delivery of IT Service is paramount. The IT Service Manager Programme will address the knowledge needed to improve the credibility and effectiveness of the IT service. The programme will address generic issues such as gaining commitment, implementation, measuring and reporting. 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.

Objectives:

IT Managers, IT Management Consultants, IT Project Managers or IT Auditors. Those with management responsibilities for the Support and/or Delivery of IT Services.

Intended 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.

Prerequisites:

IT Managers, IT Management Consultants, IT Project Managers or IT Auditors. Those with management responsibilities for the Support and/or Delivery of IT Services.

Course Content:

Course Duration:
Module 1 – IT Support (ITIL): 5 Days
Module 2 – IT Delivery (ITIL): 5 Days
Module 3 - Review & Examination Preparation (ITIL): 1 Day
Examination - 2 three-hour papers over two days (afternoon of the 1st day, morning of the 2nd day)

Delivery Method:
Instructor-led, group-paced, classroom-delivery learning model with structured hands-on activities.

Benefits
Demonstrate knowledge of how effective Service Management helps to meet customer requirements.
Identify how to improve the Support and Delivery functions in your organisation with aim of providing improved and more cost effective services.
Discover what the major hurdles are in implementing ITIL.
Learn from your fellow students’ IT service management experiences.
Prove your competence through attainment of the Manager’s Certificate in IT Service Management.

Structure
Each course is delivered by two of our accredited lecturers/consultants who add value to the course syllabus through their own in-depth practical experience of implementing Service Management processes. The lecturer/consultants continuously assess and support each candidate through the programme, offering guidance and advice on the essential management skills needed to implement and manage the ITIL processes (communication skills, ability to work well in a team, knowledge of ITIL). Each participant is formally assessed at the end of modules 1 and 2, and, through a brief confidential meeting, their strengths and weaknesses are identified and a summary rating is given. A positive outcome to these assessments is required as a pre-requisite to sitting the examinations. Some work assignments will be given at the end of each day for completion by the following morning.

These assignments should each take no more than 1 hour, and can be done either:
- in the classroom at the end of the formal sessions
- away from the classroom (overnight)
- early the next morning.
The timetable for each course can extend to around 6.30pm each day.  At the end of each course the delegates will complete an examination registration form, which will be forwarded to the examination body.

Documentation
Each student 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.

Course Content

Module 1 - Service Support (Duration: 5 days)
The Service Support course is oriented at the six 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 6 operational processes
Defining an implementation plan
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 five 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 5 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 student to sit the IT Service Management examinations
Review of the purpose, benefits, key components, roles, responsibilities and relationships between each of the 11 service management processes
Strategies for approaching the examination
Example examination questions
Reviewing the case study
Questions & answers

Examination 
2 three-hour papers, over two days, on the last Wednesday (afternoon) and last Thursday (morning) of January, April, July and October.

Paper 1 (afternoon of the 1st day)
3 hour Service Support examination.
5 mandatory questions.
Closed book.
50% pass mark required.

Paper 2 (morning of the 2nd day)
3 hour Service Delivery examination
5 questions
Closed book
50% pass mark required.
Criteria for Certification

To be awarded the Manager’s Certificate in IT Service Management, participants must already hold the Foundation Certificate in Service Management and receive a positive in-course assessment in each of Module 1 and 2, and attain a minimum of 50% on both examinations.  However, if unsuccessful in any of the two examinations, then this can be re-taken independently.

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