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Who should attend ITIL Service Manager - Certification Program
ITIL Service Manager is an advanced course intended for IT professionals with five or more years of practical experience in IT and an intermediate-level knowledge of ITIL.
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ITIL Service Manager is an advanced course intended for IT professionals with five or more years of practical experience in IT and an intermediate-level knowledge of ITIL.

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Seminar Summary:

This course prepares students to sit the Manager's certificate in IT Service Management. The program includes lectures, case studies, assignments, and examinations. The course includes: two 5-day sessions, 1-day review, and 2/half days of proctored exams. (see full course description)

 
 
 

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Training Course Syllabus:



Duration:
Instructor-led Classroom Learning - 13.00 Day(s)
Mentored Learning - Flexible


Outline:
Lesson 1: Part 1: 5-days
Course 1: Service Support

Lesson 2: Configuration Management
Basic concepts and terminology
Configuration breakdown and relationships
Building, implementing and managing a configuration management database (CMDB)
Using a CMDB to manage incidents, problems and changes


Lesson 3: Change Management
Problem/change lifecycle
The Change Manager and the Change Advisory Board
Normal and urgent change procedures
Prioritization, impact and resource assessment, authorization, scheduling, testing and implementing change
Back-out plans and change reviews


Lesson 4: Incident Management
First line incident management
Interface between IT and users, incident logging and escalation, coding systems, diagnostic aids
Service quality metrics and reporting
Types of service desks and required staff skills
Service quality and the Service Desk


Lesson 5: Problem Management
Incidents, problems and known errors lifecycle
Problem control and prevention
Analysis and targeting techniques
Categorization, priority and severity coding


Lesson 6: Release Management
Storage, control and release of authorized software and hardware in all types of environments
The Definitive Software Library (DSL), Definitive Hardware Store (DHS), and interfaces to the configuration management system


Lesson 7: Service Management Tools
Types of tools
Tool selection


Lesson 8: Part 2: 5-days
Course 2: Service Delivery:

Lesson 9: Service Level Management
Planning, negotiating and managing Service Level Agreements
Structure, content and wording of typical SLAs
Key service items
Monitoring and reporting
Service reviews and Service Improvement Programs


Lesson 10: Financial Management for IT Services
Budgeting, IT accounting and charging principles
Benefits of costing and charging
Charging policies
Charging methods and impact on SLAs


Lesson 11: Availability Management
Planning and maintaining high availability systems
Risk analysis and management
Calculating and meeting service level availability and reliability targets


Lesson 12: Capacity Management
Building a capacity management database
Workload management, application sizing, and resource management
Demand management, performance monitoring and tuning
Modeling and capacity planning


Lesson 13: IT Service Continuity Management
Developing an IT Service Continuity Plan
Interfacing with the overall Business Continuity Plan
Business impact analysis, risk analysis, and continuity options
Creating a continuity plan including implementation, testing and ongoing maintenance

Lesson 14: Part 3: 1-day


Lesson 15: Revision Day
Examination tips
Guidance on answering exam questions
Key points for each Service Management process
Review of the examination case study, which the students have prepared independently.


Lesson 16: Part 4: 2 and a half day


Lesson 17: Service Support Examination Service Delivery Examination

Seminar Summary:

This course prepares students to sit the Manager's certificate in IT Service Management. The program includes lectures, case studies, assignments, and examinations. The course includes: two 5-day sessions, 1-day review, and 2/half days of proctored exams. (see full course description)

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