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The ITIL Service Managers Program is to educate you in the skills necessary to implement an ITIL Service Management program successfully and also manage the cultural change needed within the organization.
About this workshop
This training program is an intensive 12 day program in which participants will cover all information required to complete the ITIL® Service Managers certification examination.
Our education approach is to work with you in this program on the assumption that you are familiar with the ITIL theory and work as a Manager in your organization.
This education approach gives you the opportunity to learn the practical application of the theory in a short time frame; you could have your Manager’s Certificate in as little as 8 weeks, while other programs can take up to 6 months. Our facilitators will help you understand each of the ITIL processes, their activities and outcomes. The facilitators are experienced in the delivery of the ITIL Service Managers program and their experience will also help prepare you to sit the ITIL Service Management exam.
The training is delivered as 40% theory and 60% practical application through case studies. Participants are also evaluated and assessed during the training course on their presentation and communication skills.
Benefits
During the workshop, each participant will develop skills and knowledge in the following areas:
- ITIL® Knowledge
- Communication skills (including presentation skills)
- Structured approach (Problem Solving skills, Analysis skills)
- Management skills
- Managing change in your organization
- Implementation of ITIL®
- Selling the benefits of ITIL® to your organization
Upon completing this course, attendees will have attained expertise to:
- Design organizational structures based on the ITIL process framework
- Demonstrate management skills for achieving sustained operational excellence
- Evolve a business centric IT organization focused on service quality improvement
- Measure and maintain customer driven service levels
- Control and reduce IT costs through infrastructure optimization and forecasting.
Who should attend
IT professionals with an ITIL Foundations certificate and at least five years of IT management experience find the ITIL Service Manager certification of interest.
Professionals involved in ITIL implementation, IT service management or ITSM project management. Typical roles include; IT management, business management, practitioners, process owners and project managers.
The ITIL Foundation Certification is a prerequisite. Additionally, participants should have a minimum of two years IT management or supervisory experience and preferably two or more years experience in an IT service management environment.
Course Outline
Service Delivery Module (5 days)
This module is focused on providing to education on how the ITIL® Service Delivery processes fit within the entire framework. It also includes the final evaluation and assessment of your progress.
Introduction
- IT Service Delivery within the overall IT Service Management process model
Service Level Management
- Planning, negotiating and managing Service Level Agreements (SLAs)
- The Service Level Management process
- The Service Catalogue
- Structure, content and wording of SLAs
- Monitoring, reporting and reviewing
- Service Improvement Programs
Financial Management for IT Services
- Budgeting, costing and charging policy options, benefits and justification
- Cost centers
- Monitoring and interfaces with Service Level Management
Availability Management
- Designing and maintaining high availability IT systems
- Reliability, maintainability, serviceability and security
- Risk analysis and management
Capacity Management
- Capacity planning and the Capacity Database
- Workload management, performance monitoring, application sizing, modeling, resource management
- Capacity forecasting
IT Service Continuity Management
- The initiation, requirement strategy, implementation and operational management stages.
- Identifying critical services - Legislation, BS7799 standards, contingency planning, risk analysis and management.
- Disaster Recovery options - Creating, implementing and testing the BC and Disaster Recovery plans.
Service Support Module (5 days)
The Service Support module is focused on educating participants on how the ITIL® Service Support processes fit within the entire framework. It focuses on the effectiveness of the processes and how to increase the effect that you -the ITIL® Service Manager- have with your ITIL® implementation project.
Configuration Management
- Basic concepts and terminology
- The Configuration Management Database (CMDB)
- CI breakdown level, relationships, attributes
- Identification, control, status accounting and verification
- Planning
- Management information
Change Management
- The change management process: normal and urgent procedures
- Roles and responsibilities
- Change models, prioritization and categorization
- Change assessment and authorization
Service Desk
- The function and position of the Service Desk with the organization
- Service Desk technologies, roles, responsibilities, functions, staffing levels, skills, environment, processes and procedures
Incident Management
- The Incident Management process: logging, prioritization, escalation, resolution, closure and review
- Planning and implementing Incident Management
- Metrics and reporting
Problem Management
- Problem and Error control
- Analysis and trend identification
- Categorization, priority and severity coding
- Proactive Problem Management
Release Management
- Storage, protection and control of software
- The Definitive Software Library
- Legal and licensing issues
- Software distribution and implementation
- Version and release management
Exam Preparation Boot Camp (2 days)
The exam preparation boot camp will help participants effectively prepare for the two exams - Service Delivery and Service Support. The participants are required to take up mock exams and discuss questions and answers to achieve more clarity on concepts. The boot camp is followed by the exams
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