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Course Objectives

This course describes the main concepts, benefits, impacts, techniques and methods associated with each of the IT Service Delivery and Service Support processes.
It will enable delegates to understand the major deliverables, roles, tasks and responsibilities expected from service suppliers, clients, managers and staff.
What skills will the delegate gain?

This course will enable delegates to:
  • Understand the disciplines/processes that help service management staff to deliver and support quality products and services.
  • Recognise the service improvements to be gained through correct implementation and the potential service disruptions that can occur if not correctly implemented.

Who will the course benefit?

Everyone who is tasked with developing, delivering and supporting new or existing applications and services; typically this includes application developers, administration, implementation, delivery, support and relationship management staff. Also staff who require the internationally recognised ISEB/EXIN Foundation Certificate in IT Service Management.

The control, resolution, release and delivery processes. BSI code of practice and IT Infrastructure Library (ITIL). The total life cycle approach. The ITIL framework of 'mission, objectives, processes, tools, dependencies, benefits, costs and possible problems'.
Configuration Management
How to identify, control, account for and verify IT assets, the configuration management database and its role in service management.
Service Desk and Incident Management
How to manage and control incidents; what is 'first-line incident support'; customer/supplier 'partners'.
Problem Management
How to isolate problems from incidents, control problems and fix errors.
Third party supplier issues; pro-active and re-active methods.
Change Management
How to control changes through the stages of impact analysis, assess, authorise, prioritise, schedule, test and implement.
Role of Change Manager and Change Advisory Board using change methods.
Release Management
How to store and release authorised software in centralised and decentralised environments.
Service Level Management
How service level/operational requirements, catalogues, operational and service level agreements are developed. The supplier/client management issues.
Availability Management
How to improve service availability. Service/supplier chains. Planning and maintaining IT systems.
Capacity Management
How a capacity plan is created. Workload, resource, performance, applications and demand management.
Business Continuity and IT Service Continuity Management
How a contingency plan is created. Why business continuity planning is vital. Typical risks to critical services. Risk management methods. Disaster recovery options.
Financial Management for IT Services
How financial management works.
Key principles of budgeting, accounting and charging.
For many years, IT providers have applied formal methods and processes to help them develop new business applications; the support and service delivery functions, however, were often left to develop and use their own unique approaches.
The growth in outsourcing, e-commerce, 'enterprise wide' systems and the business expectation of 'rapid investment return with service excellence' is forcing changes. Changes that require Customer and Supplier to work in close partnership. A partnership that ensures your IT services match the pace, impact and scale of the change.
Using best practice approaches to Service Management, such partnerships harness the people, the processes and the technology required to define, develop, deliver, support and maintain the applications and services on which the business depends. This course highlights the processes, changes, skills and techniques required to make it happen.

A basic level of IT literacy as covered by Understanding Information Systems (UIS) or the Understanding Information and Communications Technology (ICT) course is required.

The ISEB Foundation Certificate in IT Service Management examination is a closed-book, one hour, 40 question multiple-choice paper. The pass mark is 65%.

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PRINCE ®, ITIL ®, IT Infrastructure Library ® and M_o_R ® are Registered Trade Marks and Registered Community Trade Marks of the Office of Government Commerce, and registered in the U.S. Patent and Trademark Office. PRINCE2 ™ is a Trade Mark of the Office of Government Commerce.

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