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Get ITIL Service Manager V2 Certified before Aug 31, 2010.
Complete the ITIL Service Manager V2 Exams before August 31, 2010
(re-sit exams until June 2011).
Complete the Manager Bridge before June 2011.
About ITIL IT
Infrastructure Library (ITIL) is a collection of Best Practices for
the management and delivery of IT services and IT infrastructure.
Because of decades of constant revision, these Best Practices have
become a de-facto standard for the IT departments of all types of
organizations. These Best Practices cover key Service Management
processes, such as Incident Management, Problem Management, Release
Management, Change Management, Service Level Management, Financial
Management, Service Continuity Management, and Availability and
Capacity Management.
ITIL also recommends the concept of a Service Desk that is designed
to improve the function of the conventional Help Desk. The core ITIL
guidelines are currently available in a series of eight books.
ITIL ® is a Registered Trade Mark, and Registered Community Trade
Mark of the Office of Government Commerce, and is Registered in the
U.S. Patent and Trademark Office.
Course Introduction
This course leads to ITIL
Service Managers certificate. The course gets into detailed process
descriptions, practical implementation and improvement issues,
organizational challenges in smooth IT Service Management and
Delivery in a practical and case study oriented setting.
Course Description
This intensive course is designed to help IT Service Managers gain a
deeper and more practical understanding of ITIL processes, and the
key implementation issues – both process oriented and organizational
issues. This practical oriented course uses case studies, role plays
and presentations to test and improve the participant’s essential
managerial skills.
The course is divided into 2x5 days with ideally 2-3 weeks between
the first and the second session. This course leads to Service
Managers Certification from EXIN.
Prerequisites -
ITIL Foundation Certificate.
- Good spoken and written
language skills.
- At least 2 years
professional experience as a manager or consultant in the field of
IT management
Audience IT Service
Managers, ITIL Process Owners, Practitioners, and Implementation
Consultants
Learning Objectives:
At the end of this course, you will be able to:
- Record, Guard and Improve the selected ITIL Process(es)
- Analyze IT Service Management processes within an organization.
- Design the organizational structure for implementing processes.
- Describe the IT Service Management processes.
- Assess and audit IT Service Management processes.
- Implement change processes Perform proper written (reports, memos,
project plans) and verbal communication.
- Identify important Management skills required to be a good service
manage.
Course Organization Logistics:
- Up to 16 participants
- Classroom with a U-shaped seating arrangement
- Minimum two break-out rooms Whiteboard, flipchart, and projector
- Conference call that takes place 2 weeks before the start of the
class
- ITIL® Foundation Certificate numbers provided before the start of
the course
- An intake form completed and submitted by each student before the
start of the class |
