Overview The Manager's Certificate is attained by first attending two 5-day courses, covering ITIL® Service Delivery and Service Support. The courses provide practical guidance on the design, implementation and management of a Services Framework based on ITIL® best practice guidelines. The 1-day revision workshop helps prepare delegates for the EXIN IT Service Management Service Delivery and Service Support examinations.
Pre-Requisites
- Students taking IT Service Management: Service Delivery and Service Support exams must have completed the accredited courses, completed the in-course assessments to a satisfactory level, and hold the ITIL® Foundation Certificate.
Next Course Dates
Dates available on request. Please contact us
More Information
The courses are suitable for those candidates who have been in IT for at least five years, have relevant experience and hold the ITIL® Foundation Certificate in IT Service Management.
- Understand the design, implementation and management of an ITIL® based Services framework.
- Be prepared for the IT Service Manager’s exams in Service Delivery and Service Support.
ITIL® SERVICE DELIVERY (5 days)
Service Level Management
- Planning, negotiating & managing Service Level Agreements
- Structure, content and wording
- Key service items; monitoring and reporting
- Service reviews and Service Improvement Programmes
Financial Management for IT Services
- Budgeting, IT accounting and Charging principles
- Benefits of costing and charging
- Charging policies, charging methods & impact on SLAs
Availability Management
- Planning and maintaining high availability systems
- Risk analysis & management
- Calculating and meeting service level availability & reliability targets
Capacity Management
- Building a capacity management database
- Workload management, application sizing, resource management
- Demand management, performance monitoring and tuning
- Modeling and capacity planning
IT Service Continuity Management
- Developing an IT Service Continuity Plan and interfacing into an organ-isation's
- Business Continuity Plan Business impact analysis, risk analysis, continuity options
- Implementation, testing and ongoing maintenance of the plan
ITIL® SERVICE SUPPORT (5 days)
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 & changes
Incident Management
- Interface between IT and users
- Incident logging and escalation
- Coding systems, diagnostic aids
- Service quality metrics and reporting
- Service desk types & the staff skills required
- Service desk contribution to the quality of the overall service provision
Problem Management
- Incidents, problems and known errors
- Problem control and prevention
- Analysis and targeting techniques
- Categorisation, priority and severity coding provision
Release Management
- Storage, control and release of authorised software/hardware
- Definitive Software Library (DSL) and Definitive Hardware Store (DHS) with interfaces to the configuration management system
Service Management Tools
- The tools available and selecting the most appropriate tool for your organisation
REVISION DAY (1 day)
Examination tips
- Advice and guidance on answering
- examination questions
- Key points for each Service Management process to aid revision
- Familiarity with the examination 'case study'
These courses are recommended as preparation for the following exam:
The Manager’s Certificate in IT Service Management, which is attained by passing two 3-hour closed book examinations and the in-course assessments. These are normally scheduled quarterly at the end of January, April, July and October each year.
The following courses are recommended for further study:
- ILMBR ITIL® v1/v2 Managers to ITILv3 ® Bridging
This course is delivered in partnership with Fox IT - The Authority in IT Service Management™