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Course Objectives
To examine the business, management, technical and operational issues associated with each of the Service Support components and formulate improvement strategies and processes.
What skills will the delegate gain?
This course will enable delegates to:
- Plan, Manage and Implement an IT Infrastructure Library (ITIL) based Service Support function and 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.
Who will the course benefit?
Managers, consultants, FM suppliers and experienced development, support and operations practitioners, who make substantial technical decisions affecting the support and delivery of IT services.
Staff who are implementing a Service Management process which will operate within ISO9000/BS5750, BS7799 AND BS15000 or BSI DISC PD0005 standards.
Staff who require the internationally recognised Managers Certificate in IT Service Management and already hold the Foundation Certificate in IT Service Management.
Course Content
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 IT Infrastructure Library (ITIL) approach for each service support process (mission, objectives, processes, tools, dependencies, benefits, costs and possible problems). The ISEB Syllabus.
Configuration Management
How to implement. How to control the IT infrastructure, manage the services life cycle, reduce support and ownership costs. How the Configuration Management Data Base (CMDB) helps manage contracts, projects, costs, staff, problems, changes, availability and capacity.
Service Desk and Incident Management
How to implement and provide consistent first-line support for mission-critical applications. Service Desk and Incident Management critical success factors. Software tools. Distributed systems and outsourcing issues. Staffing issues and skills.
Problem Management
How to implement and provide 'continuous business improvement' by helping diagnose and eliminate known errors, prevent recurring problems, identify potential risks, stabilise the infrastructure, reduce downtime, increase productivity, manage internal and third party suppliers and guarantee specified levels of services.
Change Management
How to implement and ensure that changes are implemented with minimum impact and at minimal cost. Risk, cost and business impact analysis. Approval and implementation. The continuous improvement processes and total cost of ownership. How to ensure integrity of the infrastructure via the CMDB. Change Models.
Release Management
How to implement and ensure that the procurement and development issues, legal implications, strategies and processes are managed properly.
Prerequisites
At least five years relevant IT experience and prior attendance on a Service Management Essentials course. Examination candidates MUST hold the ISEB Foundation Certificate in IT Service Management.
Examinations
For participants who require the ISEB Managers Certificate in IT Service Management, the IT Service Support (ISS) and accompanying IT Service Delivery (ISD) courses form a two-week training programme leading to the Manager's Certificate examination.
To help you apply the concepts, the course provides a carefully balanced mix of tuition, case study, assignments and exercises. In addition you will experience mock examinations based on previous papers. We suggest you also attend the Revision Day (course ISX). Whilst each course is free-standing we strongly suggest you attend the IT Service Support course first.
You must have attended BOTH courses (ISS and ISD) prior to examination. The ISEB examinations are held quarterly in January, April, July and October, in the last week of the month. If you wish to take the ISEB examinations, it is important that you attend both courses at least 4 weeks prior to the exam date.
Additional Notes
Free copy of the IT Infastructure Library (ITIL) Version 2 Service Support book for each delegate.
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