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ITIL V2 Certification
Service Manager - Service Support
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** If you have six or more students on your team that require ITIL training and the facilities to host a class (all you need is a standard classroom with a whiteboard or flip chart) you are eligible to receive the training at your location. This venue option eliminates student travel cost in addition to potentially reducing overall training fees.!
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Course Description
This hands on program is the highest level of professional IT Service Management certification available. The candidate who achieves this certification has demonstrated not only an in-depth knowledge of IT Service Management but also a practical application of that knowledge. The course introduces the following learning objects for each IT Service Management process:
- Process Fundamentals Review
- How to Enable an ITSM Strategy
- Understanding Business & IT Alignment
- The Role of Continuous Process Improvement
- Improve Quality of Service
- Control and Reduce Cost
- Improve Effectiveness and Efficiency
The program spans 5 days of lectures, student assessments, group activities and after hour reading assignments.
Course Outline
- Day 1
- Introduction to ITIL
- Introduction to Service Support
- Service Desk/Incident Management
- Working in Teams
- Case Exercise
- Day 2
- Reflection & Review
- Problem Management
- Case Exercise
- Day 3
- Reflection & Review
- Configuration Management
- Case Exercise
- Day 4
- Reflection & Review
- Change Management
- Case Exercise
- Day 5
- Reflection & Review
- Release Management
- Case Exercise
- Communication Planning
Who Should Attend
IT senior managers, process owners, project managers, process staff and managers and consultants responsible for the successful implementation of ITSM processes.
Prerequisites
The candidate must hold an ITIL Foundation Certificate, and have a minimum of two years of relevant experience in Information Technology.
Exam
The examination consists of a 3-hour essay exam and a successful evaluation of the candidate's skills by the tutors. Certification is through the Information Systems Examination Board (ISEB).
Reference Material
Each student will receive a workbook and the OGC IT Service Support & Delivery books. Other ITSM-related study material and books are available for purchase prior to, or during, the class.