HomeCourse Content FACTSHEET - ITIL Service Management certificate course
FACTSHEET - ITIL Service Management certificate course
Overview The ITIL Service Management course is for those people who will play an important role in the implementation and adoption of the ITIL IT Service Management processes. Participants will have passed the IT Service Management Foundations exam. The twelve-day course is another action learning event, with lots of exercises and review of case studies.
The ITIL Service Management course is intended for professionals who will participate in managing, organizing and optimizing the operations of ITIL Service Management processes in an IT Service Organization which has implemented, or started to implement, ITIL Service Management. The target group consists of operational staff and managers wishing to extend their skills in planning, monitoring, reporting and optimizing. Examples include:
• Managers in IT organisations 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; • Process Specialists; • Process Team Leaders.
Qualification and Pre-requisites The course prepares participants to sit for the two, 3 hour written exams in all ITIL Service Management processes. In order to be eligible to attend the ITIL Service Level Management Training Course, the participant must possess a passing grade in the Foundations certificate in IT Service Management and optionally possess 2 years of relevant practical experience (advised) or experience in related project-oriented work and/or (shared) project management.
Course Content The goal of the course is to ensure that the participant can effectively and efficiently implement, manage and optimize the Service Delivery and Service Support processes of ITIL Service Management.
Course Subjects: • ITIL in the ITSM context • Implementing ITIL in the organisation • Service Support processes:
o Incident Management o Problem Management o Change Management o Release Management o Configuration Management
• Service Desk • Security Management • Service Delivery processes
o Service Level Management o Financial Management for IT Services o Availability Management o Capacity Management o IT Service Continuity Management
The course combines short lectures with individual and group assignments as well as pre-course study and homework assignments. Participants will be assessed by the trainers on their participation, quality of their written assignments and presentations. Participants who pass the in course assessment are invited to participate in a final revision module and mock exam exercise. On each of these 2 days the participants sit a mock exam (3 hours duration) in the morning and the afternoon is taken up with marking and open discussion.
Many organizations have selected this course for their staff as a major part of preparing for an implementation programme.
Course Outline
Part 1 20 hours 3 days (3 x 6 hours) (1x2 hours evening) Introduction processes (refresh foundation knowledge)
Part 2 20 hours 3 days (3 x 6hours) (1x2 hours evening) Service Delivery extensive + cases
Part 3 20 hours 3 days (3 x 6 hours) (1x2 hours evening) Service Support extensive + cases + Practice Exam (part of in-course assessment)
Part 4 16 hours 2 days (2 x 8 hours) + Exam training (1 part of each day mock exam + discussion) Total 76 hours
Further information If you have any queries or you would like to discuss other IT Service Management training options, please do not hesitate to contact The Art of Service by email:
phone: 1300 13 44 99
