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Provided by: Boston University Corporate Education Center ITIL Service Manager |
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Training
Provided by Boston University Corporate Education Center
IT Service Manager is the highest level of professional IT Service Management certification available. The candidate who achieves certification has demonstrated not only an in-depth knowledge of IT Service Management, but also the practical application of that knowledge.
Class consists of two 5-day sessions covering the Service Support and Service Delivery processes and a 1 -day review session prior to the two 3-hour written
examinations.
Please note: The examination consists of two 3-hour essay exams and a successful evaluation of the candidate s skills by the tutors. Certification is through the Information Systems Examination Board (ISEB).
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ITIL Service Manager
The program spans 10 days of lectures, student assessments, group activities and after hour reading assignments. The remaining 2.5 days are dedicated to exam preparation and testing. The examination consists of two 3-hour essay exams and a successful evaluation of the candidate’s skills by the tutors. Certification is through the Information Systems Examination Board (ISEB).
ITIL114 - ITIL Service Manager
Course description
This hands on, instructor led program is the highest level of professional IT Service Management certification available. The candidate who achieves this certification has demonstrated not only an in-depth knowledge of IT Service Management but also a practical application of that knowledge. The course introduces the following learning objects for each IT Service Management process:
- Process Fundamentals Review
- How to Enable an ITSM Strategy
- Understanding Business & IT Alignment
- The Role of Continuous Process Improvement
- Improve Quality of Service
- Control and Reduce Cost
- Improve Effectiveness and Efficiency
The program spans 10 days of lectures, student assessments, group activities and after hour reading assignments. The remaining 2.5 days are dedicated to exam preparation and testing. The examination consists of two 3-hour essay exams and a successful evaluation of the candidate’s skills by the tutors. Certification is through the Information Systems Examination Board (ISEB).
Who should attend IT senior managers, process owners, project managers, process staff and managers and consultants responsible for the successful implementation of ITSM processes. The candidate must hold an ITSM Foundation Certificate, and have a minimum of two years of relevant experience in Information Technology.
What you will learn
- Course Outline
Week 1 - Service Support- Day 1
- Introduction to ITIL
- Introduction to Service Support
- Service Desk/ Incident Management
- Working in Teams
- Case Exercise
- Day 2
- Reflection & Review
- Problem Management
- Case Exercise
- Day 3
- Reflection & Review
- Configuration Management
- Case Exercise
- Day 4
- Reflection & Review
- Change Management
- Case Exercise
- Day 5
- Reflection & Review
- Release Management
- Case Exercise
- Communication Plan
Week 2 - Service Delivery- Day 1
- Introduction to Service Delivery
- Service Level Management
- Case Exercise
- Day 2
- Reflection & Review
- Availability Management
- Case Exercise
- Day 3
- Reflection & Review
- Capacity Management
- Case Exercise
- Day 4
- Reflection & Review
- Continuity Management
- Case Exercise
- Day 5
- Reflection & Review
- Finance Management
- Case Exercise
- CSIP - Business & IT Alignment
Week 3 - Revision- Day 1
- Review Case Study
- Day 2
- Review Case Study
- Service Support Exam
- Day 3
- Service Delivery Exam
- Day 1
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Boston University Corporate Education Center, operated by TechSkills LLC 72 Tyng Road | Tyngsboro, MA 01879 | 1.800.288.7246 Copyright © 1997 - 2007 Boston University Corporate Education Center |
About The Training Provider: Boston University Corporate Education Center
Boston University Corporate Education Center - The Boston University Corporate Education Center (BUCEC) offers
award-winning training in information technology, management, and
professional education programs.
Choose from a wide variety of training
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