Course Ref: 30614
Course: ITIL Manager Service Delivery
Course Summary
This course examines the business, management, technical and operational issues associated with each of the Service Delivery components and formulate improvement strategies and processes.
It will enable delegates to:
- Plan, Manage and Implement ITIL® based Service Delivery processes
- Describe the mission, goals, dependencies, staffing issues, project stages, benefits, costs and possible problems, tools and management issues.
- Practice for the ISEB Managers Certificate examination.
Course Outline
How to manage IT as a business within a business
IT Service managers are responsible for delivering an ever growing and complex mix of products and services. The changes in security, continuity, legal and financial requirements as well as the growth in e-commerce and Enterprise systems delivered world-wide means that IT Service Delivery is a strategic asset for any business.
By implementing Service Management and Service Delivery Life Cycle (SDLC) 'best practices' that complement the business and IT strategy you will help improve performance, meet demand, ensure continuity, harvest the benefits and contribute to the business bottom-line.
Who will the course benefit?
Managers, consultants, FM suppliers and experienced development, support and operations practitioners, who make substantial technical decisions affecting the support of IT services.
Staff who are implementing a Service Management process which will operate within ISO9000/BS5750, BS7799 and BS15000 or BSI DISC PD0005 standards.
Staff who require the internationally recognised Managers Certificate in IT Service Management and already hold the Foundation Certificate in IT Service Management.
Course Objectives
To examine the business, management, technical and operational issues associated with each of the Service Delivery components and formulate improvement strategies and processes.
Prerequisites
Ideally at least five years relevant IT experience and attendance on an ITIL Service and Support essentials course . Examination candidates MUST hold the Foundation Certificate in IT Service Management. Holders of the Foundation Certificate in ITSM gained before August 2001 will need to update their knowledge to Version 2 of the ITIL best practice, before attending this course.
Course Content
Introduction
'World class' IT Service Delivery. The links to Application, ICT, HR, Programme, systems, security and network management. ISO9000/BS5750, BS15000: 2000, BSI DISC PD0005 and BS7799. Review of the IT Infrastructure Library® (ITIL®) approach for each service delivery process (mission, objectives, processes, tools, dependency benefits, costs and possible problems).
The ISEB Syllabus.
Service Level Management (SLM)
How to implement or improve SLM. SLM inside the total life cycle process. How to write Service Level/Operational Requirements. Internal and external 'specifications', catalogues and Service Level Agreements. Procurement,
Supplier/Customer Management and Contractual issues.
Availability Management (AM)
How to implement or improve AM.
Linking AM into the service, procurement, development, value and supply chains processes, tools and techniques for improving service availability.
Third Party Supplier Management issues.
Capacity Management (CM)
How to implement or improve CM. How to create a capacity plan. Performance, resource, applications, demand, supplier, development and network management issues. Capacity management tools and techniques. The capacity management database.
Business Continuity (BC) and IT Service Continuity Management (ITSCM)
How to implement or improve. The initiation, requirement strategy, implementation and operational management stages. How to identify critical services. Legislation. BS7799 standards, contingency planning, risk analysis and management. Disaster Recovery options. Creating, implementing and testing the BC and Disaster Recovery plans.
Financial Management for IT Services (FMITS)
How to implement or improve FMITS.
Processes involved in monitoring and reporting the costs and charges.
Examinations
For participants who require the ISEB Managers Certificate in IT Service Management, the IT Service Support and accompanying IT Service Delivery courses form a two-week training programme leading to the Manager's Certificate examination.
To help you apply the concepts, the course provides a carefully balanced mix of tuition, case study, assignments and exercises. In addition you will experience mock examinations based on previous papers. We suggest you also attend the Revision Day.
Whilst each course is free-standing we strongly suggest you attend the IT Service Support course first.
You must have attended BOTH courses prior to examination. The ISEB examinations are held quarterly in January, April, July and October, in the last week of the month. If you wish to take the ISEB examinations, it is important that you attend both courses at least 4 weeks prior to the exam date.
Note
Free copy of the IT Infrastructure Library (ITIL) Version 2 Service Delivery book for each delegate.
Exam Revision Day
A revision day is held approximately one week prior to the exams
Duration: 1 day non residential
Where & When
| Location | London-City |
|---|---|
| Start Date | 13 Oct 08 |
| Price (ex. VAT) | £1295.00 |
| Venue Info | London - Moorgate Training Centre |
| Residential | No |
| Availability | Limited |
| Duration | 5 days |
| Delivered As | Venue and on-site |
| Exam Included | No |
| Course Ref | 30614 |
