Course: ITIL Manager Service Support

Objectives

To consider the business, management, technical, organisational and operational issues associated with each Service Support and Service Delivery process and plan ‘best practice’ improvement strategies.

Who should attend ?

Managers, consultants, IT suppliers and experienced development, support and operations practitioners, whose contributions impact upon the quality of the IT Services delivered to Customers

Staff who are implementing a Service Management function which will operate within the ISO20000, ISO9000/2000, BS7799 standards, or the BQF/EFQM Business Excellence Model

Staff who require the internationally recognised Manager’s Certificate in IT Service Management and already hold the Foundation Certificate in IT Service Management

• Basic concepts and terminology
• The Configuration Management Database (CMDB)
• CI breakdown level, relationships, attributes
• Identification, control, status accounting and verification
• Planning
• Management information

• The change management process: normal and urgent procedures
• Roles and responsibilities
• Change models, prioritisation and categorisation
• Change assessment and authorisation

• The function and position of the Service Desk with the organisation
• Service Desk technologies, roles, responsibilities, functions, staffing levels, skills, environment, processes and procedures

• The Incident Management process: logging, prioritisation, escalation, resolution, closure and review
• Planning and implementing Incident Management
• Metrics and reporting

• Problem and Error control
• Analysis and trend identification
• Categorisation, priority and severity coding
• Proactive Problem Management

• Storage, protection and control of software
• The Definitive Software Library
• Legal and licensing issues
• Software distribution and implementation
• Version and release management