Course Introduction:

ITIL® has been around since the late 1980's - back then it was focused on mainframe service management but it has been completely updated and rewritten to be appropriate for the PC/server environments that we use today. ITIL® provides guidance for IT Service Management and industry recognized qualifications that demonstrate knowledge and experience in this subject.

One of the most valuable reasons for learning ITIL® is to adopt the common language that results in clearer communications between customers and suppliers. It is non proprietary too, which means its neutral for every organization with an interest in IT Service Management rather than biased to any supplier.

It is well established and recognized as best practice across the IT industry, if your customers haven't already mentioned it to you, they probably will soon, or welcome you bringing it to their attention.

To make the ITIL® processes work, they need to be integrated with people. It's people that make things happen. ITIL® is integrated with BSI and the British Computer Society.

Course Description:

The ITIL® Manager’s Certificate course is intended for people with at least five years relevant IT experience. This programme follows the syllabus set down by both ISEB/APMG, including:

Week 1 - Service Support (ITIL® SS):

• Service Desk
• Incident Management
• Problem Management
• Change Management
• Configuration Management
• Release Managemet

Week 2 - Service Delivery (ITIL® SD):

• Service Level Management
• Financial Management(IT)
• Capacity Management
• IT Service Continuity Management
• Availability Management

Revision Day:

• Examination Guidance & Techniques
• Questions Analysis and Answer Structure
• Familiarization with Examination Case Study

Audience:

• IT Service Providers
• IT Directors and Managers
• CIO
• Business Managers
• Staff who have a defined role
• Service Management Consultants
• Any organization that depends on IT Services
• Everyone interested in taking on the advanced ITIL® certification courses

Prerequisites:

The ITIL® Manager's Certificate course is intended for people with at least five years relevant service management experience. Examination candidates must hold the Foundation Certificate in IT Service Management.

Accreditaion:

Examination format:

• Essay Style
• Two examinations, each 3 hours
• Reach minimum of 50% in BOTH papers to pass
• Closed-book
• If one exam is failed, it can be retaken separately

Course activities:

• Classroom lecturing.
• Individual and group assignments.
• Exam preparation session
• IFnteractive case studies focused at applying ITIL® concepts in a real live business environment

Included in the course:

• APMG authorized student curriculum.
• Copies of the visual materials used in class.
• Service Support and Service Delivery official manuals.
• Lunch, coffee breaks