Itil Service Manager Certificate Study Guide by mur88075


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									ITIL V2 Manager’s Certificate in ITSM Course
Course Overview                                     course structure ensures a highly interactive and
                                                    thorough learning experience.
This well-established and successful course
leads to the award of the highly-prized             Course Objectives
Manager’s Certificate in IT Service
Management, which still remains a valuable step     The objectives of the course are:
on the road to achieving ITIL V3 ‘Expert’ status.
                                                        To consider the business, management,
It provides IT managers with in-depth, practical          technical, organizational and operational
knowledge of the ITSM strategic framework and             issues associated with each IT Service
the ten core ITSM processes. The course also              Management process and plan ‘best
addresses the nature of the barriers to change            practice’ improvement strategies
and the means of overcoming them.
                                                        To write the "Manager's Certificate in IT
On completion of the course, students will be             Service Management" examination with
well prepared:                                            confidence, having achieved a thorough
                                                          understanding of the subject matter
    To design organizational structures based
      on the ITSM process framework                 Course Content
    To demonstrate management skills for           The content of this course includes:
      achieving sustained operational
      excellence                                        Consideration of the business,
                                                          management, technical, organizational
    To evolve a business centric IT                      and operational issues associated with
      organization focused on service quality             each of the IT Service Management
      improvement                                         processes.
    To measure and maintain customer driven            Consideration of how each of the ITIL
      service levels                                      processes addresses common IT Service
                                                          Management problems.
    To control and reduce IT costs through
      infrastructure optimization and forecasting       Detailed understanding of the inter-
                                                          relationships between each of the
Course Duration and Structure                             processes, key inputs and outputs, and
This is an 11-day instructor-led course, divided          how they can be organized to provide
into three sessions, normally spread over a 6 to          high quality, cost-effective services
8 week period. The course, which is based               The major pitfalls to be found when
upon a detailed case study, differs from the              implementing a Continual Service
industry norm and we believe this has strongly            Improvement Program - and how to avoid
contributed to the success of our students.               them
    Week one (5 days)                                  How to raise awareness and gain support
    Week two (5 days)                                    and commitment from an organization

    Exam preparation (1 day)                           Knowledge of how to improve cooperation
                                                         between an organization’s business
There are normally a few weeks between the               developers, operational service providers
first two sessions and a few days between the            and other IT professionals
exam preparation day and the exam itself.
                                                        Issues concerned with the implementation
The course is a mixture of lectures/discussions,
                                                         of organizational change
group/individual case study based assignments
and practice exam questions (which are marked       Who should attend?
to exacting examination board standards). The

    Managers, consultants, FM suppliers and           ITIL’s Service Support and Service
     experienced development, support and                Delivery volumes
     operations practitioners, whose
     contributions impact upon the quality of
     the IT Services delivered to Customers.           The Complete Guide to IT Service
    Staff who are implementing a Service                Management (including a comprehensive
      Management function that will operate              dictionary of IT Service Management
      within the ISO/IEC 20000, ISO9000/                 terms, acronyms and abbreviations)
      BS7799 standards, or the BQF/EFQM
      Business Excellence Model.                   The Examinations

    Staff who already hold the Foundation         The examination consists of two three-hour
      Certificate in IT Service Management and     ‘essay type’ papers of five questions each. 60%
      who wish to acquire the internationally      of the questions are based on a Case Study
      recognized Manager’s Certificate in IT       sent to candidates a week or so prior to the
      Service Management.                          exam.
                                                   Candidates must obtain a minimum of 50% in
Benefits of attending                              each paper to be awarded the certificate. Failed
Knowledge gained during the course will enable     papers may be re-sat. Marks of 65% or more
delegates to plan, manage and implement the        obtained in both papers during one exam leads
ITIL-based Service Support and Service             to the award of a Service Manager’s Certificate
Delivery processes, for each one describing the:   ‘With Distinction’.

    Goal, scope and activities/tasks              Class Size
    Process relationships and priorities          The course is designed for, normally, between 6
                                                   and 16 students.
    Inputs, outputs and Management
      Information                                  Language
    Technology and data requirements              English.
    People issues
                                                   Attendance and Certification Criteria
    Implementation and improvement
                                                   Ideally, at least five years of relevant IT
    Benefits, problems and risks                  experience is suggested. Examination
                                                   candidates must hold the Foundation Certificate
    Finance                                       in IT Service Management (photocopy of the
                                                   certificate is required for registration). The ITIL
    Awareness issues and implementation
                                                   Service Manager program requires a high
                                                   degree of commitment from both the student
    Exam topics and mock exam questions           and their employer.

Course Documentation                               Course Instructors
The comprehensive course documentation             Instructors have extensive real-world experience
includes:                                          in the implementation and management of IT
                                                   services. All instructors are ISEB and EXIN
    A course folder containing copies of all      accredited tutors, hold the Manager’s Certificate
      course slides.                               as well as the ISO/IEC 20000 Consultants
    Practical examples of ITSM
      documentation (e.g., process                 The training style encourages active group
      descriptions, procedures, Catalogs,          participation, allowing all learners to take from
      Service Level Agreements, Operational        class a wealth of practical knowledge.
      Level Agreements, prioritization matrices,


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