To examine the business, management, technical and operational issues associated with each of the Service Support components. To formulate improvement strategies and processes.

What skills will the delegate gain?This course will enable delegates to:

• Plan, Manage and Implement an IT Infrastructure Library (ITIL) based Service Support function and describe the mission, goals, dependencies, staffing issues, project stages, benefits, costs and possible problems, tools and management issues.
• Practice for the ISEB Managers Certificate examination.

Who will the course benefit?

Managers, consultants, FM suppliers and experienced development, support and operations practitioners, who make substantial technical decisions affecting the support and delivery of IT services.Staff who are implementing a Service Management process, which will operate within ISO9000/BS5750, BS7799, or BS15000 standardsStaff who require the internationally recognized Managers Certificate in IT Service Management and already hold the Foundation Certificate in IT Service Management.

Course Content

Introduction
'World class' IT Service Management. The links to Applications, ICT, Project, Service Delivery Life Cycle (SDLC) and Security Management. ISO9000/BS5750/BS15000: and BS7799. Review of the IT Infrastructure Library (ITIL) approach for each service support process (mission, objectives, processes, tools, dependencies, benefits, costs and possible problems). The ISEB Syllabus.

Configuration Management
How to implement. How to control the IT infrastructure, manage the services life cycle, reduce support and ownership costs. How the Configuration Management Data Base (CMDB) helps manage contracts, projects, costs, staff, problems, changes, availability and capacity.

Service Desk and Incident Management
How to implement and provide consistent first-line support for mission-critical applications. Service Desk and Incident Management critical success factors. Software tools. Distributed systems and outsourcing issues. Staffing issues and skills.

Problem Management
How to implement and provide 'continuous business improvement' by helping diagnose and eliminate known errors, prevent recurring problems, identify potential risks, stabilize the infrastructure, reduce downtime, increase productivity, manage internal and third party suppliers and guarantee specified levels of services.

Change Management
How to implement and ensure that changes are implemented with minimum impact and at minimal cost. Risk, cost and business affect analysis. Approval and implementation. The continuous improvement processes and total cost of ownership. How to ensure integrity of the infrastructure via the CMDB. Change Models.

Release Management
How to implement and ensure that the procurement and development issues, legal implications, strategies and processes are managed properly.