ITIL Manager Service Support

Managers, consultants and experienced development, support and operations practitioners, who make substantial technical decisions affecting the supprt of IT services.

Staff who are implementing a Service Management process which will operate within ISO9000/BS5750, BS7799, BS15000, ISO20000 standards.

Staff who require the internationally recognised Managers Certificate in IT Service Management and already hold the Foundation Certificate in IT Service Management.

Consolidate the experience of seasoned IT professionals in the context of internationally accepted industry "best practice".

Delegates will examine the business, management, technical and operational issues associated with each of the Service Support components and formulate improvement strategies and processes.

This course will enable delegates to:

• Plan, Manage and Implement ITIL based Service Support 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.

 

Ideally at least five years relevant IT experience, with at least 2 years at a management/supervisory level.

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 or 3 of the ITIL best practice, before attending this course.

• Introduction
  • 'World class' IT Service Management
  • The links to Applications, ICT, Project, Service Delivery Life Cycle (SDLC) and Security Management.
  • ISO9000/BS5750/BS15000: 2000, BSI DISC PD0005 and BS7799
  • Review of the ITIL approach for each service support process (mission, objectives, processes, tools, dependencies, benefits, costs and possible problems).
• The ISEB Syllabus
  • Configuration Management
  • Service Desk and Incident Management
  • Problem Management
  • Change Management
  • Release Management

There is no exam included within the course - but many delegates will wish to undertake the sister course (ITIL Manager - Service Delivery) in order that they are eligible to sit the ITIL Manager's Certificate in IT Service Management (see ITIL Certification Tracks).