ITIL® V2 Managers Programme
Course Outline
Discover an ITIL "best practice" approach to facilitate improvements in the provision of IT Services through process understanding & development.
Leads to the Management Certificate in IT Service Management
An IT Service Manager requires knowledge and skills over a diverse range of activities. Ensuring that your organisation is focused on customer service through adopting a systematic approach to the support and delivery of IT Service is paramount. The IT Service Manager Programme will address the knowledge needed to improve the credibility and effectiveness of the IT service. The programme will address generic issues such as gaining commitment, implementation, measuring and reporting. The programme provides comprehensive training for more experienced IT personnel and is divided into two 5-day courses (IT Service Support and IT Service Delivery) a 1-day Review, and two 3-hour examinations which, when completed successfully, lead to a formal industry recognised qualification.
Course Duration:
Module 1 – IT Support (ITIL) 5 Days
Module 2 – IT Delivery (ITIL) 5 Days
Module 3 - Review & Examination Preparation (ITIL) 1 Day
Examination - 2 three-hour papers over two days (afternoon of the 1st day, morning of the 2nd day)
Target student: IT Managers, IT Management Consultants, IT Project Managers or IT Auditors. Those with management responsibilities for the Support and/or Delivery of IT Services.
Pre-requisites
Students should have experience working in an IT environment and must hold the Foundation Certificate in IT Service Management.
It is recommended that before attendance the Student should review both the IT Service Management Foundation material and the ITIL pocket guide.
In addition, come prepared with a view of the effectiveness of the IT Service Management processes in their own organisation – this information could be used in discussion during the courses.
Objectives
- Learn how to analyse and evaluate an IT organisation processes with ITIL as a reference.
- Describe the inter-relationships between Service Management disciplines.
- Learn how to re-engineer processes with your IT organisation.
- Learn how to develop an organisation structure that supports the ITIL processes.
- Describe how processes are planned and implemented
- Learn how to raise awareness and gain supporting commitment for ITIL in your organisation.
- Describe how to implement ITIL in a given scenario.
- Demonstrate knowledge of ITIL terminology.
- Prepare for the IT Service Management certificate.
Benefits
- Demonstrate knowledge of how effective Service Management helps to meet customer requirements.
- Identify how to improve the Support and Delivery functions in your organisation with aim of providing improved and more cost effective services.
- Discover what the major hurdles are in implementing ITIL.
- Learn from your fellow students’ IT service management experiences.
- Prove your competence through attainment of the Manager’s Certificate in IT Service Management.
Documentation
Each student will receive a copy of the new ITIL Support and Delivery Books (at the start of the appropriate course) plus a set of the course visual aids.
Course Content
Module 1 - Service Support (Duration: 5 days)
The Service Support course is oriented at the six operational processes
Course Programme:
- Configuration Management.
- Service Desk.
- Incident Management.
- Problem Management.
- Change Management.
- Release Management.
The following subjects are addressed during this module:
- Case study introduction.
- Detailed review of the 6 operational processes.
- Defining an implementation plan.
- Defining processes, procedures and authority levels within organisations.
- Integration between the processes.
- Review of the benefits of the processes for an organisation.
- Gaining commitment within organisations.
- Defining management information.
- Defining quality assurance.
- Review and practice of example examination questions.
Module 2 - Service Delivery (Duration: 5 days)
The Service Delivery course is oriented at the five tactical processes
Course Programme:
- Financial Management for IT Services.
- Capacity Management.
- Availability Management.
- IT Service Continuity.
- Service Level Management.
The following subjects are addressed during this module:
- Case study introduction.
- Detailed review of the 5 tactical processes.
- Defining an implementation plan.
- Motivating staff and management to use ITIL.
- Defining processes, procedures and authority levels within organisations.
- Integration between the processes.
- Review of the benefits of the processes for an organisation.
- Gaining commitment within organisations.
- Defining management information.
- Defining quality assurance.
- Review and practice of example examination questions.
Module 3 - Review & Examination Preparation (ITIL) (Duration: 1 day)
The review day is to prepare the student to sit the IT Service Management examinations.
- Review of the purpose, benefits, key components, roles, responsibilities and relationships between each of the 11 service management processes.
- Strategies for approaching the examination.
- Example examination questions.
- Reviewing the case study.
- Questions & answers.
Examination – 2 three-hour papers, over two days, on the last Wednesday (afternoon) and last Thursday (morning) of January, April, July and October.
Paper 1 (afternoon of the 1st day)
- 3 hour Service Support examination.
- 5 mandatory questions.
- Closed book.
- 50% pass mark required.
Paper 2 (morning of the 2nd day)
- 3 hour Service Delivery examination
- 5 questions
- Closed book
- 50% pass mark required.
Criteria for Certification
To be awarded the Manager’s Certificate in IT Service Management, participants must already hold the Foundation Certificate in Service Management and
- Receive a positive in-course assessment in each of Module 1 and 2, and attain a minimum of 50% on both examinations. However, if unsuccessful in any of the two examinations, then this can be re-taken independently.
This is a standard outline.
All courses are tailored to meet the requirements of the participants.
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