ITIL Service Manager Course V2

ITIL Service Support & Service Delivery

10 Day Instructor Led Course - 70 Contact Hours

Center Benefits - ITIL Service Management :

- Corporate Venue: Onsite or at SitesPower

- ITIL / EXIN Certified Trainers

- ITIL / EXIN Official Curriculum

- UAE Ministry of Education Accredited Institute

- Certificate of Achievement (Ministry Attestation fees apply)

- ITIL Exam Preparation & Sample Tests included

- Exams: exam fees included

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

Reference Materials:
Required reference material for the class to be made available by the training organizer for students during the classroom training:
- ITIL Service Support (ISBN 0113300158)
- ITIL Service Delivery (ISBN 0113300174)