The Managers program is based on processes described in the ITIL Service Support and service Delivery books. Learn how to apply, manage and analyse ITIL processes in this comprehensive program. It includes case studies, exercises and theoretical teachings on operational and tactical processes. It prepares participants for the two examinations leading to the Manager’s Certificate in IT Service Management, the highest level in the ITIL certification program.
Program overview: In each of the ITIL® Service Manager 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 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
Contact us at 1300 13 44 99 or service@theartofservice.com for pricing details.
This course is aimed at Managers, Directors or Consultants involved in IT Service Management and in particular, individuals responsible for (improving) IT service provision. An intake interview and incourse assessment are part of the certification process.
Attendees must:
Possess the Foundation Certificate in ITIL Service Management
Have at least two years experiences as a manager or consutant in the field of IT Service Management
Possess good communication, presentation and team building skills.
Click this link to download a PDF file of the course brochure
Number of participants per course:
Minimum of 6
Maximum of 16
How to register: Follow this link to download the registration form. Fax the signed registration form to our office on (07) 33196172 to confirm your attendance.
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