|
ITIL service manager
 ITIL Service Manager is a comprehensive training program consisting of:
-
A one-week Service Support course
-
A one-week Service Delivery course
-
A revision day for exam preparation
-
A two-part examination
The primary aim of the program is to help students
prepare for an pass the examination leading to the Manager's certificate
in IT Service Management.
The program includes lecture, tutorials,
assignments, and mock examinations. The program is delivered by two
accredited consultants who draw on their own practical experience to enhance the course syllabus.
duration
Service Delivery: 5 days
Service Support: 5 days
Revision: 1 day
Examinations: 2 days
level
Advanced -- intended for IT
professionals with five or more years of practical experience in IT and
an intermediate-level knowledge of ITIL.
prerequisites
Students must hold a Foundation
Certificate in IT Service Management and have several years practical
experience in IT.
class size
Up to 16 students
examination
This course includes two 3-hour essay-style exams leading to the
ISEB or EXIN Manager's Certificate in IT Service Management. Students must also pass an in-course
assessment completed by the course leaders to achieve
certification.
course content
Service Support
-
Configuration Management
-
Basic concepts and terminology
-
Configuration breakdown and relationships
-
Building,
implementing and managing a configuration management database (CMDB)
-
Using a CMDB to manage incidents, problems and changes
-
Change Management
-
Problem/change lifecycle
-
The Change Manager and the Change Advisory Board
-
Normal and urgent
change procedures
-
Prioritization, impact and resource assessment,
authorization, scheduling, testing and implementing change
-
Back-out plans and change reviews
-
Incident Management
-
First line incident management
-
Interface between IT and users, incident logging and escalation, coding
systems, diagnostic aids
-
Service quality metrics and reporting
-
Types
of service desks and required staff skills
-
Service quality and the Service Desk
-
Problem Management
-
Incidents, problems and known
errors lifecycle
-
Problem control and prevention
-
Analysis and targeting
techniques
-
Categorization, priority and severity coding
-
Release Management
-
Storage, control and release of
authorized software and hardware in all types of environments
-
The
Definitive Software Library (DSL), Definitive Hardware Store
(DHS), and interfaces to the configuration management system
-
Service Management Tools
-
Types of tools
-
Tool selection
Service Delivery
-
Service Level Management
-
Planning, negotiating and
managing Service Level Agreements
-
Structure, content and wording of
typical SLAs
-
Key service items
-
Monitoring and reporting
-
Service reviews and Service Improvement Programs
-
Financial Management for IT
Services
-
Budgeting, IT accounting and charging principles
-
Benefits of
costing and charging
-
Charging policies
-
Charging methods and impact on SLAs
-
Availability Management
-
Planning and maintaining high
availability systems
-
Risk analysis and management
-
Calculating and meeting service level
availability and reliability targets
-
Capacity Management
-
Building a capacity management database
-
Workload
management, application sizing, and resource management
-
Demand management,
performance monitoring and tuning
-
Modeling and capacity planning
-
IT Service Continuity Management
-
Developing an IT Service
Continuity Plan
-
Interfacing with the overall Business
Continuity Plan
-
Business impact analysis,
risk analysis, and continuity options
-
Creating a continuity plan including
implementation, testing and ongoing maintenance
Revision Day
-
Examination tips
-
Guidance on answering exam questions
-
Key points for each Service Management process
-
Review of the examination case study
|
Mexico