Duration: 10 days (2 x 5 weekdays) Price: 4600 EUR + 21% VAT Location: Antwerp, Belgium
Book your seat (or call a Sales Consultant on +32 478 790949)
Overview
This course leads to ITIL Service Managers certificate. The course gets into detailed process descriptions, practical implementation and improvement issues, organizational challenges in smooth IT Service Management and Delivery in a practical and case study oriented setting.
This intensive course is designed to help IT Service Managers gain a deeper and more practical understanding of ITIL processes, and the key implementation issues – both process oriented and organizational issues. This practical oriented course uses case studies, role plays and presentations to test and improve the students essential managerial skills.
The course is divided into 2x5 days. This course qualifies participants to take the Service Managers Certification from EXIN or ISEB.
Skills Gained
At the end of this course, you will be able to:
Record, Guard and Improve the selected ITIL Process(es)
Analyze IT Service Management processes within an organization
Design the organizational structure for implementing processes
Describe the IT Service Management processes
Assess and audit IT Service Management processes
Implement change processes Perform proper written (reports, memos, project plans) and verbal communication
Identify important Management skills required to be a good service manage.
Course Part 1: ITIL Service Support (Day 1-5)
This part covers the key areas that make up service support, as defined in ITIL and modeled in the ITSM model. It presents material covered in the Managers Certificate in IT Service Management Service Support exam.
After having passed both the IT Service Support exam and the IT Service Delivery exam the internationally recognized Managers Certificate in IT Service Management is awarded.
Service Management
Training objectives
ITIL introduction and recap
Defining a process
ITSM model
Positioning service management
Incident Management
Incident control
Incident reporting and support
Incident monitoring and tracking
Incident lifecycle
Service Desk
Service desk structure
Service desk skills and training
Implementation
People, process and technology
Service desk procedures
Configuration Management
Configuration items
Configuration management database structure
Managing information needs
Using the CMDB
Configuration items: scope and level
Implementation
Relationship with other processes
Problem Management
Implementation
Managing problems and known errors
Use of a Known Error Database (KEDB)
Finding quick wins
Relationship with incident and change management
Reactive and proactive problem management
Techniques for problem managers
Change Management
Service planning
Organizing RfCs
Updating the CMDB
Change models
Request for Change
Prioritization and authorization
Approval and release
Implementation
Backout and refusal
Change Advisory Board
Change management control
Making decisions based on known responsibilities
Progress and control
Change reviews
Release Management
Definitive software library
Definitive hardware store
Quality control
Storage and distribution
Course Part 2: ITIL Service Delivery (Day 6-10)
This course covers the key areas that make up Service Delivery, as defined in the IT Infrastructure Library (ITIL). It focuses on the processes needed to define, deliver and measure IT services to the business to the appropriate level of quality and cost.
Service Delivery is one of two courses required to take the Managers Certificate in IT Service Management.
Professional Service Management
ITSM reference model
Framework of processes
Service planning and development
Service Planning
Positioning service planning
What is a service?
Capacity management
Availability management
IT service continuity management
Capacity Management
Capacity management database
Business, service and resource capacity management
Long-term planning
Estimating resources
Response times
Availability Management
Availability management processes
Component failure impact analysis
Fault tree analysis
Calculating availability probability
Risk analysis and management
Optimizing costs
IT Service Continuity Management
Importance of continuity management
Initial costs and recovery time
Implementation
Test planning
Service Level Management
Relationship management
Customer liaison
Customer negotiation
Service quality plan
Service improvement plan
Service Level Agreement
Customer orientation
Service catalogue
Contracts
Financial Management for IT Services
Budgeting, accounting and charging policy
Positioning IT
Cost allocation
Budgeting and pricing policy
Planning
Which cost can be influenced?
Target Audience
IT Service Managers, ITIL Process Owners, ITIL Practitioners, ITIL Implementation Consultants.
Prerequisites
The Foundation Certificate in IT Service Management.
Good spoken and written language skills - Speaking skills, presentation skills, empathy, meeting skills, teamwork skills.
At least two years professional experience as manager or consultant in the field of IT management.
