ITIL Managers Certificate
Duration: 5+5+1 Days
Introduction
As organisations become increasingly dependent upon IT to satisfy their corporate objectives. this leads to a need for quality IT services matched to business need and user requirements.
IT Service Management is concerned with delivering and supporting IT services that are appropriate to the business requirements. ITIL provides a comprehensive, consistent and coherent set of best practices for the IT Service Management processes to achieve business effectiveness and efficiency.
The Manager's Certificate in IT Service Management is made up of the following components which can be booked individually or as a package.
Service Support 5 Days
Service Delivery 5 Days
Revision Day 1 Day
Course Objectives
This course is designed to prepare delegates to sit the ISEB Manager's Certificate examinations. These consits of two, three-hour written papers taken over two days at an ISEB examination centre
Who will benefit?
Managers who have passed the ITIL Foundation Certificate and who wish to expand their skills and knowledge in this subject.
Course Contents
Introduction
- Service Management Principles
- Overview of the role of Service Management
- Supporting disciplines discussed
- A review of the Service Improvement Programme (SIP) culture
Service Desk and Incident Control
- Purpose and role of the Service Desk
- Options and procedures
Problem Management
- Elements of Problem and Change Management
- Roles and responsibilities
- Formal procedures
Change Management
- Elements of Change Management
- Roles and responsibilities
- Formal procedures
Configuration Management
- Terminology
- Use of the Configuration Management Database
Release Management
- Purpose of Release Management
- Use of the Definitive Software Library
- Release strategies defined
Service Level Management
- The need for Service Level Agreements
- Benefits and difficulties, structure and objectives
IT Continuity Planning
- The need for and options of Continuity (Disaster) Planning
- Risk Analysis and Risk Management
- Contingency Plan maintenance
Availability Management
- Availability Management principles
- Terminology - defined and discussed
Capacity Planning
- Elements of Capacity Planning
- Performance management overview
- Role of the Capacity Database (CDB)
- Benefits and problems of Capacity Planning
Financial Management
- Objectives of costing and charging
- Methods and mechanisms
- Costing and charging activities
- Negotiation of charging policies
Pre-requisites
Examination candidates must have five years relevant IT experience, must have passed the Foundation Certificate examination and must attend these Service Support and Service Delivery training courses.
