The Art of Service - FACTSHEET - ITIL Service Management certificate FAST TRACK Program

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FACTSHEET - ITIL Service Management certificate FAST TRACK Program

Overview
The Service Manager program moves beyond the theory of ITIL® and looks at the implementation challenges and rewards.
The ITIL® Service Manager Fast Track program is so much more than a program to teach the ITIL® theory. In fact part of the assumed prior knowledge before joining this program is a thorough understanding of the ITIL® concepts and fundamentals.
In all aspects of management there are many more ways to fail than there are to succeed. It is the internal motivation of leaders that drives the desire to make improvements and persevere when the going gets tough.

Follow this link to download the course brochure as PDF file

The ITIL® Service Manager Fast Track program will equip you with a variety of new skills, techniques, knowledge and ability to deal with the challenges and help you to realize your desire to be held in a high regard by your colleagues and peers.
The ITIL® Service Manager Fast Track program is designed to get you Service Manager certified in the shortest time possible, the program is held in a resort location and is run as a live-in program to make the most of the short time frame it is run over.
After 6 days of intensive learning you will be well on you way to being prepared to sit your ITIL® Service Manager exams.

Prerequisites
Prior to being accepted into the ITIL® Service Manager Fast Track program, participants will be assessed against the following prerequisites:

Foundation Certificate In IT Service Management
A minimum of two years experience as a manager or consultant in the field of IT Service Management
Project management experience
Problem analysis experience
Excellent communication, presentation, team building, negotiation and conflict resolution skills

Target Audience
The training is targeted at those persons who will play an important role in the implementation and adoption of the IT Service Management processes:

Managers in IT organizations who work in accordance with ITIL
Project staff and project leaders for ITIL implementation pathways
Management advisors looking at IT management and IT organisations
Future ITIL Service Managers

Benefits of Attending
After attending this program, attendees will understand what is required to apply the ITIL® framework to an organisation. Participants will be skilled in:

Analysing an organisation’s IT infrastructure management
Defining the IT Service Management processes
Assessing these processes
Providing advice on how to implement organisational changes
Designing the organisational structure to manage its IT infrastructure
Creating written management reports
Working with resistance.

Other Benefits of the “Fast Track” program are:

Minimal downtime in attending program.
Relaxed learning environment away from the stress of the home or office.
The opportunity to really get to know the trainers and other participants.

Qualification and Assessment
The ITIL® Service Manager Fast Track program prepares participants for the two examinations leading to the Manager’s Certificate in IT Service Management, the highest level in the ITIL® certification program.
An independent examination body awards the Manager’s Certificate in IT Service Management after participants successfully pass their In-Course Assessment and receive a passing grade on each exam – Service Delivery and Service Support.

With successful completion of all assessment, participants receive the Manager’s Certificate in IT Service Management.

Course Content
The ITIL® Service Manager Fast Track program is the combination of each of the modules normally delivered as part of the standard ITIL® Service Manager program.
In each of the ITIL® Service Manager Fast Track modules, attendees learn how to apply and analyse ITIL processes, to effectively manage IT services in the workplace.
In particular, participants gain knowledge of:

Describing the processes and how to apply them
Skills required to review, audit and assess the processes
Relationships between the operational and tactical processes
Developing an organisational structure to support the processes
Mastering organisational change
Writing management reports, work instructions and procedures

Service Support
Learn about the role of the Service Desk and the five operational processes as described in the Service Support book:

Incident Management
Problem Management
Change Management
Configuration Management
Release Management

Service Delivery
Learn about the five tactical processes described in the Service Delivery book supported by Security Management:

Service Level Management
Financial Management
Availability Management
Capacity Management
IT Service Continuity Management

The ITIL® Service Manager Fast Track program also prepares attendees for the two examinations leading to the Manager’s Certificate in ITIL Service Management.
As part of the program attendees prepare for the two examinations by:

Reviewing and analysing the examination case studies
Reviewing examination techniques
Applying the ITIL operational and tactical processes to each case study

Additional topics included in this course:

How to deal with resistance
Force field analysis, as a tool to analyse the organisation
Personal Effectiveness, Core quadrants
The Balanced Scorecard as a performance management instrument

Course Outline
Day 1
Introductions and overview on IT Service Management.
Implementation Overview of the Service Delivery Processes
Service Level Management

Day 2
Availability Management
Capacity Management
IT Service Continuity Management

Day 3
Financial Management
Service Support Overview
Service Desk

Day 4
Configuration Management
Incident Management
Problem Management

Day 5
Change Management
Release Management

Day 6
Exam Exercises,
Summary and wrap up.

The course will explore the theory of each of the ITIL processes in detail, and is supported by a series of exercises, case studies and active discussions led by your experienced instructor.

Where can you attend this course?
The ITIL® Service Managers is scheduled to run in Coffs Harbour in Australia.
Please refer to our website for course schedule information (http://theartofservice.com ).

Further information If you have any queries or you would like to discuss other ITIL Service Management training options, please do not hesitate to contact The Art of Service by email, web, phone or fax.

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