Course PRITILM: Ten day; Instructor-led
(Plus 1 x revision day & 2 x exam days)

Course Overview

This programme is made up of two separate one week training courses, followed by one, revision day and 2 exams sat over 2 days (3 hr exams). It leads to the formal ISEB Manager’s Certificate in IT Service Management.

This is an intensive training programme, designed for those with at least five years relevant experience of IT and the Service Management disciplines. The course is based upon the OGC’s IT Infrastructure Library® (ITIL®) publications “Best Practice for Service Support” (the blue book) and “Best Practice for Service Delivery” (the red book). Copies of these publications are included in the price of the course.

Since their introduction in 1991, the IT Service Management certificates offered by the Information Systems Examination Board (ISEB), part of the British Computer Society, and Stichting EXIN, the Dutch Examination Institute, have become the de-facto professional qualifications recognised throughout the world.

Our training course proposed offers candidates knowledge, experience and techniques to ready them for these qualifications. This training and qualification will assist in enabling the candidates to offer a significant and effective contribution in implementing IT Service Management within their own organisations.

Who should attend?

The programme is suitable for candidates who have been in IT for at least 5 years and have relevant experience. Candidates wishing to take this examination must hold the ISEB/EXIN Foundation (or the Network Services Management certificate which gives exemption).

The courses are delivered by two experienced ISEB/EXIN accredited consultants, who will be on hand at all times during the course to offer practical advice and guidance and facilitate valuable discussion.

Course Outline

Introduction to IT Service Management

• What is ITIL®?
• Benefits of IT Service Management
• Service Support and Service Delivery

Service Level MAnagement

• The planning, negotiating and management of Service Level Agreements (SLAs).
• The Service Level Management process.
• The Service Catalogue.
• SLA structures, contents and wording.
• Monitoring, reporting and reviewing.
• Roles and Responsibilities
• Benefits, Costs and Possible Problems.
• Service Improvement Programmes.
• Metrics and KPI’s

Financial ManagemenT

• Goals of Financial Management
• The budget process
• The IT accounting process
• The Cost Model
• Charging for IT services
• Benefits, Costs and Possible Problems
• Planning and Implementation

Availability Management

• Goals and objectives
• Key elements of Availability Management
• Designing for Availability
• Availability Management Techniques
• Availability Management Process
• The cost of unavailability
• Availability Planning
• Security Considerations
• Measurement and reporting
• Benefits, costs and possible problems

Capacity Management

• Goals of Capacity Management
• Capacity Management processes
• Capacity Database
• Capacity planning
• Planning and Implementation
• Benefits, costs and possible problems

IT Service Continuity Management

• Goals of IT Service Continuity
• Business Continuity
• The Business Continuity Lifecycle
• Risks and Threats
• Roles and Responsibilities
• Consideration of recovery options
• Benefits, costs and possible problems
  

Configuration Management

• Goals of Configuration Management
• Configuration Items, Attributes and Relationships
• Configuration Management Database
• Definitive Software Library
• Planning and Implementation
• License management
• Roles and responsibilities
• Benefits, costs and possible problems

Incident Management

• Goals of Incident Management
• The Incident Management process
• Incident classification and priorities
• Escalation
• Responsibilities
• Incident status - lifecycle
• Handling major incidents
• Benefits, costs and possible problems

Service Desk

• Goals of the Service Desk
• Service Desk structure and organisation
• Staffing considerations
• Customer interaction
• Outsourcing the Service Desk
• Implementing the Service Desk
• Service Desk metrics
• Advertising and selling the Service Desk
• Benefits, costs and possible problems

Problem Management

• Goals of Problem Management
• Problem control process
• Error control process
• The Known Error Database
• Proactive Problem Management
• Major Problem reviews
• Planning and Implementation
• Roles and responsibilities
• Metrics and periodic reviews
• Benefits, costs and possible problems

Change Management

• Goals of Change Management
• Responsibilities
• Change Management activities
• Urgent Change procedures
• Benefits, costs and possible problems
• Change Management metrics
• Planning and Implementation

Release Management

• Goals of Release Management
• Releases and Release Units
• Types of Release
• Release Policy
• Definitive Software Library
• Definitive Hardware Store
• Release activities
• Planning and Implementation
• Impact of new technologies on Release Management
• Benefits, costs and possible problems

This course is delivered by our training partner, the Remarc Group. The Remarc courses are accredited through APMG-UK

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries

IT Infrastructure Library® is a Registered Trade Mark of the Office of Goverment Commerice in the United Kingdom and other countries.

The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.