Course: ITIL Manager Service Support

Overview:
This intensive workshop is intended for experienced Service Management Consultants and Line Managers with responsibilities for the day to day running of Data Centres, Computer Operations, Communications Networks or an IT Infrastructure in general.

This workshop, together with the ITIM Service Delivery Workshop, is based on and supplements the IT Infrastructure Library and is suitable preparation for those wishing to take the examination leading to the ISEB Certificate in IT Infrastructure Management: Service Management. Students wishing to take this course must hold the Foundation Certificate in IT Service Management.

The course has been updated for the change of syllabus in the ISEB examinations which came into effect in July 2001. All students attending this course will receive their own copy of the latest OGC (previously known as the CCTA) publication "ITIL® Best Practice for Service Support". This book will be used throughout the course and will prove invaluable when implementing and / or managing Service Support disciplines at the work place.

What will I learn?
The course will be delivered using a number of techniques:

Formal lecturing.
Group discussions.
Syndicate discussions and presentations.
Individual exercises.
In addition participants will be issued with a detailed case study. Students should familiarise themselves with this during the course and in the evening for course exercises. It is strongly recommended that delegates stay locally to allow yourself time for evening syndicate work and self-study preparatory sessions.

How will I benefit?
On successful completion of the course the participants will be able to:

Describe a method for managing the IT Infrastructure (developed to the ISO 9001 standard)
Describe the main features of the Service Support disciplines: Configuration Management, Incident Management, Problem Management, Change Management, Service Desk and Release Management.
Understand the need for software tools and describe their strengths and weaknesses.
Plan, design, implement and operate within each of the IT Service Support modules.
Who should attend?
Attendees must have five years relevant IT experience and have passed the ITIL® Foundation exam if they wish to take the Managers' examination.

IT Service Support Overview
Why Service Management?
Service Support modules
Relationship with Service Delivery modules
Configuration Management
Configuration Identification
Configuration Management Database
Configuration Control
Configuration Status Accounting
Configuration Audits
Planning for Configuration Management
Managing Configuration Management
Costs & Benefits
Service Desk
Data Capture
User Requirements
Planning for the Service Desk
Managing the Service Desk
Incident Management
Dealing with incidents
Managing incidents
Problem Management
Problem Management Functions
Incident, Problem and Error Control
Planning for Problem Management
Managing Problem Management
Change Management
Change Management Components
Requests for Change
Release Management
Why have Release Management?
What is Software Release Management?
Planning for Release Management
Managing Release Management