ITIL Managers Certificate

 

Duration : 11 days

This training programme is intended for Service Management professionals with management responsibilities for the Support and / or Delivery of IT Services. It comprises two intensive 5-day courses (Service Support & Service / Delivery), with an optional 1-day Review event.

This programme prepares delegates for the ISEB examinations leading to the Service Manager’s Certificate in IT Infrastructure Management. Note: Candidates wishing to sit the exam should have at least five years experience working in an IT environment and must hold the Foundation Certificate in IT Service Management.

Pre-requisites
All delegates should have, as a minimum, a foundation level knowledge of the ITIL® Service Support and Delivery modules. Delegates should also be experienced, practicing IT professionals.

Delegates wishing to be entered for the ISEB ITIL® Manager’s Certificate examination must hold the ISEB ITIL Foundation Certificate.

Objectives
Attendance on this workshop will enable delegates to:

  • Develop practical skills in the design, implementation and management of an ITIL process framework
  • Detail the costs and benefits of an ITIL® based approach to Service Management
  • Anticipate and the practical issues associated with an ITIL® implementation and develop strategies to address them
  • Prepare to undertake the ISEB examination for the ITIL® Managers Certificate.

Format
The format of the training is highly interactive and designed to present the information in memorable, manageable segments. Throughout the course, delegate’s understanding of the material will be tested through the use of exercises, case study based assignments and examination style questions.

Each student is expected to use a copy of the relevant new ITIL® book (Service Support or Service Delivery) which may be ordered through the Academy when the course is booked.

A copy of course presentation material, syndicate exercises and model answers will be supplied to each student.

Pre-course Work
Before joining the course, delegates will be issued with a copy of the Case Study material which will be used throughout the two 5 day courses, along with a set of exercises designed to familiarise themselves with the content.

Content - Service Support

Introduction to Service Management

  • The place and case for ITIL® 
  • Achieving a service culture 
  • Managing perceptions

Incident Management

  • Incident Management process in detail
  • Classification and Prioritisation 
  • Management of Incidents
  • Managing multiple support levels and external services
  • Handling Major Incidents
  • Setting process targets
  • Possible problems, costs and benefits

Problem Management

  • Identifying and managing Problems
  • Managing Known Errors
  • Diagnostic methods
  • Proactive Problem Management
  • Allocating effort to Problem Management activities
  • Setting process targets
  • Possible problems, costs and benefits

Service Desk

  • Role and responsibilities
  • Desk structures
  • Setting targets for a Service Desk
  • People and technology
  • Possible problems, costs and benefits

Configuration Management

  • Planning and detail levels for Configuration Management
  • Realistic methods for Configuration Management
  • Managing configuration data as a single set
  • How the CMDB supports Service Support activities
  • Possible problems, costs and benefits

Change Management

  • Designing an effective, scalable process
  • The Request For Change lifecycle in detail
  • Role of the Change Manager
  • The Change Advisory Board
  • Standard Change Models
  • Emergency changes
  • KPIs and reporting
  • Possible problems, costs and benefits

Release Management

  • How Release Management works with Change Management
  • Setting policy and planning Releases
  • Relationship with project initiation
  • Release types
  • Rollouts and inter-working with Change Management
    o Managing the Definitive Software Library
    o Managing the Definitive Hardware Store
    o Possible problems, costs and benefits

Content - Service Delivery

Service Level Management

  • The Service Level Management process in detail
  • The role of Service Managers, Account Managers et al 
  • Awareness and gaining commitment
  • The Service Catalogue and SLA structures
  • The contents of an SLA
  • Monitoring complex services
  • Effective reporting
  • Possible problems, costs and benefits

Availability Management

  • Who really does Availability Management
  • Calculating Availability and Reliability
  • Dealing with probabilities
  • Detailed techniques for maximising availability
  • Technology based
  • Process and people based
  • Producing benefit cases
  • Possible problems, costs and benefits

IT Service Continuity Management

  • Business Continuity Management and Business Impact Analysis
  • Stages of IT Service Continuity Management
  • Identifying Risks and Counter Measures
  • Contingency options in detail
  • The IT Service Continuity Plan
  • Possible problems, costs and benefits

Capacity Management

  • The sub-processes in detail
  • Business Capacity Management
  • Service Capacity Management
  • Resource Capacity Management 
  • Capacity Management activities
  • Iterative Activities
  • Demand Management
  • Modelling
  • Sizing
  • The Capacity Plan and other outputs

Financial Management for IT Services

  • How Budgeting, Accounting and Charging work together
  • Budgeting and Cost Types
  • Estimating budgets
  • IT Accounting and producing a Cost Model
  • Depreciation methods
  • Analysing costs-by-customer
  • Total Cost of Ownership
  • Analysing Investment (ROI, RoCE and DCF)
  • Charging and Charging policies
  • Cost & Profit Centres
  • Pitfalls of Charging

Content - IT Service Management Review Day
The objective of the Review Day is to prepare delegates to sit the IT Service Management examinations.

It will involve:

  • a review of the all 11 disciplines, looking at the key process models, roles and responsibilities, benefits and interdependencies
  • a review of past exam questions 
  • an analysis of the examination case study
  • a session on examination techniques 
  • an open Q & A session.

 

For further information please email: This e-mail address is being protected from spambots, you need JavaScript enabled to view it

or, call: 0161 942 2126