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ITIL® Service Manager Certificate
Course |
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PDUs awarded: 70
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| Course
overview
The
Managers Certificate in IT Service Management is
the highest certification in ITIL® and positions the participants
into a very select group of world class IT Service Management
professionals. It demonstrates that the candidate has mastered
the techniques involved across the range of Service Support
and Service Delivery activities. The knowledge gained during
the course with enable ITSM Professionals to design, plan
and manage Service Support/Delivery functions within an IT
Service provider environment.
QAI India brings this globally recognized certification from UK-
The Land of ITIL® origin.
The following two courses form the two week training programme
leading to the Manager's Certificate examination:
To
help you apply the concepts, the course provides a carefully
balanced mix of tuition, case study, assignments and exercises.
A Revision day is also organized by QAI's Accredited faculty
one week prior to the exam date. You must have attended BOTH
courses (ISS and ISD) prior to the examination.
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| Course Objectives |
The
overall objective of the ITIL® Masters program is to ensure
that participants can return to the workplace with the personal
skills and knowledge necessary to properly deploy the implementation
and integration of ITIL® functions. Specifically, the
aim is for each participant to be able to :
- Optimise
an IT Service organisation by creating synergy between people,
process and technology.
- Audit
and analyse IT Service Management process in an organisation
- Design
an organisational structure to support the management and
use of IT Service Management processes.
- Describe
the IT Service Management processes,their interrelationships
and application
- Implement
ITIL® processes into an organisation and create a cycle
of continuous improvement
- Recognise
and deal with organisational change issues encountered when
working with process implementation
- Manage
the ongoing operation of an IT Services organisation
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| Who
Will the Course benefits? |
- Managers, consultants,
FM suppliers and experienced development, support and operations
practitioners, who make substantial technical decisions
affecting the support of IT services.
- Staff who are implementing
a Service Management process which will operate within ISO9000/BS5750,
BS7799 and BS15000 or BSI DISC PD0005 standards.
- Staff who require
the internationally recognised Managers Certificate in IT
Service Management and already hold the Foundation Certificate
in IT Service Management.
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| Prerequisites |
Ideally at least
five years relevant IT experience. Examination candidates MUST
hold the Foundation Certificate in IT Service Management. Holders
of the Foundation Certificate in ITSM gained before August 2001
will need to update their knowledge to Version 2 of the ITIL®
best practice, before attending this course.
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| Part
I - IT Service Support |
Exploiting
the Benefits of a Quality IT Service
New developments in Applications, ICT and Customer Relationship
Management and the Service Delivery Life Cycle (SDLC) concept,
now combine to make the Service Support function even more
complex and business critical than ever.This course is designed
to help you manage that complexity. It will help you create
a 'world class' IT Service Support function that will help
your organisation maintain and improve its business edge.
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| 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: 2000, BSI DISC PD0005 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).
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, stabilise 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
impact 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.
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| Part
-2 IT Service Delivery |
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How
to manage IT as a business within a business
IT Service managers are responsible for delivering an ever growing
and complex mix of products and services. The changes in security,
continuity, legal and financial requirements as well as the
growth in e-commerce and Enterprise systems delivered world-wide
means that IT Service Delivery is a strategic asset for any
business.
By implementing Service Management and Service Delivery Life
Cycle (SDLC) 'best practices' that complement the business and
IT strategy you will help improve performance, meet demand,
ensure continuity, harvest the benefits and contribute to the
business bottom-line.
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| Course
Content |
Introduction
'World class' IT Service Delivery. The links to Application,
ICT, HR, Programme, systems, security and network management.
ISO9000/BS5750, BS15000: 2000, BSI DISC PD0005 and BS7799. Review
of the IT Infrastructure Library (ITIL®) approach for each
service delivery process (mission, objectives, processes, tools,
dependency benefits, costs and possible problems).
Service Level Management
How to implement or improve SLM. SLM inside the total life
cycle process. How to write Service Level/Operational Requirements.
Internal and external 'specifications', catalogues and Service
Level Agreements. Procurement, Supplier/Customer Management
and Contractual issues.
Availability Management
How to implement or improve AM.
Linking AM into the service, procurement, development, value
and supply chains processes, tools and techniques for improving
service availability.
Third Party Supplier Management issues.
Capacity Management
How to implement or improve CM. How to create a capacity plan.
Performance, resource, applications, demand, supplier, development
and network management issues. Capacity management tools and
techniques. The capacity management database.
Business Continuity (BC)
and IT Service Continuity Management
How to implement or improve. The initiation, requirement strategy,
implementation and operational management stages. How to identify
critical services. Legislation. BS7799 standards, contingency
planning, risk analysis and management. Disaster Recovery
options. Creating, implementing and testing the BC and Disaster
Recovery plans.
Financial Management for
IT Services
How to implement or improve FMITS.
Processes involved in monitoring and reporting the costs and
charges.
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| ITIL
® is a Registered Trade Mark, and a Registered Community
Trade Mark of the Office of Government Commerce, and is Registered
in the U.S. Patent and Trademark Office. |
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