Course: ITIL Manager Service Support

This accredited course will: 

• provide practical guidance for the implementation and improvement of IT Service Management processes based on the best practice guidelines in ITIL.
• prepare delegates for the ISEB Managers Certificate in IT Service Management.

This is one of two 5 day ITIL Manager training courses:

ITIL Manager Service Support

ITIL Manager Service Delivery 

Continuous Service Improvement Programme (CSIP)
• High level understanding of Project Management for implementation
• Continuous Improvement
• Service Quality and culture

Configuration Management
• Basic concepts and terminology
• Building, implementing and managing a Configuration Management Database (CMDB)
• Roles and responsibilities
• Benefits, costs and problems

Service Desk
• Implementation considerations
• Roles and responsibilities
• Skills
• Service Quality

Incident Management
• Incident lifecycle and process
• Prioritisation, escalation, categories and coding
• Roles and responsibilities
• Metrics and reporting

Problem Management
• Problem lifecycle and process
• Reactive and proactive PM
• Problem analysis and solving
• Problem prevention

Change Management
• Change lifecycle and process
• Change Advisory Board
• Roles and responsibilities
• Change models and management

Release Management
• Storage, control and release of software in Definitive Software Library
• Storage, control and release of hardware in Definitive Hardware Store
• Interfaces to Change and Configuration Management
• Release and rollout strategy and planning

Service Management Tools
• Tools available
• Selecting appropriate tools for your organisation