Course: ITIL Manager Service Support

The IT Service Management Service Support course is the first part of a 2 week course that complements the Foundation course and conducts a more in depth introduction/discussion relating to the concept of IT Service Management (ITSM) and a framework for identifying and interrelating the various activities involved in developing, delivering, measuring, and improving IT services to the user communities.

This programme prepares participants for the ISEB examinations leading to the Service Manager's Certificate in IT Service Management.

Goals

The Goals of this course are to:
• Discuss the concepts underlying IT Service Management (Service Support).
• Discuss best practice as documented in the Information Technology Infrastructure Library
• Understand the roles, processes, and components that are part of certain key ITSM areas: Service Desk, Incident Management, Problem Management, Change Management, Configuration Management, Release Management, (also mentioned will be week 2 topics i.e IT Service Continuity Management, Availability Management, Capacity Management, Financial Management for IT Services and Service Level Management)
• Be aware of what is the best practice and the implications of its implementation
• Enable student's to pass the ITIL Service Management Certification

Student Objectives

• Understand the history of ITIL, its purpose, and structure.
• Understand the objectives of the ITIL practices and be able to identify which of those practices could add value if implemented in one's own IT environment.
• Understand the main elements of the ITIL model
• Know where additional information can be attained
 

Student Profile and Prerequisites

Students will have successfully completed and passed the Service Management Foundation Exam and should have at least some experience with the specification, development, installation, and/or management of information technology.  This course will benefit those people who are responsible for the delivery of IT services required by their company or business, such as system and network administrators, IT managers, business analysts, business process specialists, systems analysts, IT architects, and CIO's of small companies.