Convivo Technologies

ITIL IT Service Manager

This training programme prepares candidates for the EXIN examination leading to the ITIL Manager’s Certificate in IT Service Management, an international certificate recognised by the Central Computer and Telecommunication Agency (CCTA) and the IT Service Management Forum (itSMF).

Target audience

This training programme is intended for experienced Service Management professionals involved in the support and delivery of IT Services such as:

• IT Service Support and Service Delivery Managers
• IT Consultants and Auditors
• IT Project Managers
• IT Programme Managers.

Objectives

Develop practical skills in the design, implementation and management of ITIL process framework Detail the costs and benefits of an ITIL based approach to Service Management Identify the practical issues associated with an ITIL implementation and develop strategies to address them Assess and audit the IT Service Management processes in a given organisation Prepare to undertake the EXIN examination for the ITIL Service Management Certificate

Eligibility of ITIL V2 Service Manager training

ITIL Service Manager is suitable for those responsible for managing, implementing or advising on ITIL processes – either in a project setting or on a day-to-day basis.

Foundation Certificate In IT Service Management, attainable through the ITIL IT Service Management Essentials course

Five years direct management experience within IT Service Management
Project management and problem analysis experience
Excellent communication, presentation, team building, negotiation and conflict resolution skills
Strong leadership and interpersonal skills

Project Management Professionals (PMPs) can earn 85 Professional Development Units (PDUs) with this course.

Methodology

The training is case study based combining lectures with individual and group assignments. Daily examination questions in preparation for the Service Support and Service Delivery examinations are provided. Part of the examination process is made up of an assessment whereby the trainers evaluate the participant during the course.

The revision day utilizes the live exam case study on basis of which candidates will undertake a mock exam paper in order to prepare for the examinations. Throughout the day, candidates will be able to review, question and develop strategies for final examination preparation.

Duration

11 days and 2 days for the examination Content

IT service managers training faculty details:

Your instructor is a highly experienced senior member of Vinsys’s consulting team. He or she has achieved the Service Manager designation – the highest level attainable in the Certification program. You can expect to learn from an individual with the industry’s deepest knowledge on how to lead a successful implementation project.

The Examination Institute accredits the Course for Information Science (EXIN)

Service Support Introduction to service management

The place and case for ITIL -Achieving a service culture -Managing perceptions

Incident management

Incident management process in detail -Classification and prioritization -Management of incidents -Managing multiple support levels and external services -Handling major incidents

Problem management

Identifying and managing problems -Managing known errors -Diagnostic methods -Proactive problem management -Allocating effort to problem management activities

Service desk

Role and responsibilities -Desk structures -Setting targets for a service desk -People and technology

Configuration management

Planning and detail levels for configuration management -Realistic methods for configuration management -Managing configuration data as a single set -How the CMDB supports service support activities

Change management

Designing an effective, scalable process -The request for change lifecycle in detail -Role of the change manager-The change advisory board -Standard change models -Emergency changes -KPIs and reporting

Release management

How release management works with change management -Setting policy and planning releases -Relationship with project initiation -Release types -Rollouts and inter-working with change management -Managing the definitive software library -Managing the definitive hardware store

Service Delivery

Service level management -The service level management process in detail -The role of service managers, account managers et al -Awareness and gaining commitment -The service catalogue and SLA structures -The contents of a SLA -Monitoring complex services -Effective reporting

Availability management

Calculating availability and reliability -Dealing with probabilities -Detailed techniques for maximising availability -Producing benefit cases

IT service continuity management

Business continuity management and business impact analysis -Stages of IT service continuity management -Identifying risks and counter measures -Contingency options in detail -The IT service continuity plan

Capacity management

The sub-processes in detail -Capacity management activities (business, service, resource) -Iterative activities -Demand management

Modelling and sizing -The capacity plan and other outputs

Financial management for IT services

How budgeting, accounting and charging work together -Budgeting and cost types -Estimating budgets -IT accounting and producing a cost model -Depreciation methods -Analysing investment (ROI, RoCE and DCF) -Charging and charging policies -Cost & profit centres