Further Details
Pre-requisites
All participants must be able to demonstrate at least five years of general IT experience and have at least two years experience in an IT Service Management environment in a supervisory or managerial role. Participants wishing to be entered for the ISEB ITIL Manager’s Certificate examination must hold the ISEB ITIL Foundation Certificate.
Syllabus
Service Support :
Configuration Management
Change Management
Release Management
Service Desk
Incident Management
Problem Management
*Service Delivery : *
Service Level Management
Capacity Management
Availability Management
Financial Management of IT Services
IT Service Continuity Management
Format
The format of the training is highly interactive and throughout the course understanding of the material will be assessed through the use of exercises, case study based assignments and presentations, and examination style questions. In-course assessment does not count towards final qualification results but is required by the examination governing bodies.
Objectives
Attendance on this workshop will enable participants to:
Develop practical skills in the design, implementation and management of an ITIL process framework
Detail the costs and benefits of an ITIL based approach to Service Management
Anticipate the practical issues associated with an ITIL implementation and develop strategies to address them.
Prepare to undertake the ISEB examination for the ITIL Managers Certificate.
Guide price
£1225 |
