Course: ITIL Manager Service Support

The ITIL Service Support course is one-half of two separate 5-day training courses, followed by a revision day, leading to the formal ISEB Manager’s Certificate in IT Service Management.

This is an intensive training programme, designed for those with at least five years relevant experience of IT and the Service Management disciplines. The course is based upon the OGC’s IT Infrastructure Library (ITIL) publications “Best Practice for Service Support” (the blue book) and “Best Practice for Service Delivery” (the red book). Copies of these publications are included in the price of the course.

The programme of courses is scheduled to lead up to the ISEB examinations, which are held quarterly, at the end of January, April, July and October.

This training and qualification will assist in enabling the candidates to offer a significant and effective contribution in implementing IT Service Management within their own organisations

Prerequisites

All delegates must be able to demonstrate at least five years of general IT experience and have at least two years experience in an IT Service Management environment in a supervisory or managerial role. Delegates wishing to be entered for the ISEB ITIL Manager’s Certificate examination must hold the ISEB ITIL Foundation Certificate.

Course Outline

Introduction to IT Service Management

- What is ITIL?
- Benefits of IT Service Management
- Service Support and Service Delivery

Configuration Management

- Goals of Configuration Management
- Configuration Items, Attributes and Relationships
- Configuration Management Database
- Definitive Software Library
- Planning and Implementation
- License management
- Roles and responsibilities
- Benefits, costs and possible problems

Incident Management

- Goals of Incident Management
- The Incident Management process
- Incident classification and priorities
- Escalation
- Responsibilities
- Incident status - lifecycle
- Handling major incidents
- Benefits, costs and possible problems

Service Desk

- Goals of the Service Desk
- Service Desk structure and organisation
- Staffing considerations
- Customer interaction
- Outsourcing the Service Desk
- Implementing the Service Desk
- Service Desk metrics
- Advertising and selling the Service Desk
- Benefits, costs and possible problems

Problem Management

- Goals of Problem Management
- Problem control process
- Error control process
- The Known Error Database
- Proactive Problem Management
- Major Problem reviews
- Planning and Implementation
- Roles and responsibilities
- Metrics and periodic reviews
- Benefits, costs and possible problems

Change Management

- Goals of Change Management
- Responsibilities
- Change Management activities
- Urgent Change procedures
- Benefits, costs and possible problems
- Change Management metrics
- Planning and Implementation

Release Management

- Goals of Release Management
- Releases and Release Units
- Types of Release
- Release Policy
- Definitive Software Library
- Definitive Hardware Store
- Release activities
- Planning and Implementation
- Impact of new technologies on Release Management
- Benefits, costs and possible problems

Course Format

The courses contain a combination of:

- Lectures
- Tutorials
- Debates
- Assignments
- Mock examinations marked to ISEB/EXIN standards
- Registration for examinations

A comprehensive course manual is provided to all candidates, as well as the ITIL Service Support and ITIL Service Delivery books

The course focuses on relationships between the Service Management disciplines, presenting ITIL as an integrated set of processes.

ITIL has become the de facto standard for IT Service Management and for the IT Service Management professional this qualification is becoming a MUST.


Exam days are run by ISEB, the awarding body, four times a year as below. The exam registration process is "owned" by ISEB. Candidates can arrange this directly or we can facilitate it for you.

NB: The certificate awarded after successful completion of th service delivery and service support courses is the - ISEB Manager’s Certificate in IT Service Management