ITIL V2 Certification
Service Manager

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 contains 3 segments, Service Support, Service Delivery and Revision spanning 10 days of lectures, student assessments, group activities and after hour reading assignments, 1.5 Days of exam review and one day of exams for a total of 13 days in the classroom. The class is typically delivered over a two month period but can be customized for onsite delivery.

Course Segment Outline

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 two 3-hour essay exams 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.

Credits Earned

• 17 ITIL Expert Credits
• 82 PDU Credits

Related Courses

• ITIL V3 Certification - Service Manager Bridge