Managers Certificate in It Service Management by edk11657

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									              ITIL Managers Certificate in ITSM
Objectives
To provide practical guidance for the implementation and improvement of ITSM
processes based on the best practice guidelines in ITIL®.

To prepare delegates for the ISEB Manager’s Certificate in IT Service Management.

Who should attend?
The Manager's Certificate in IT Service Management is for managers who need to
understand how the full range of Service Delivery and Service Support activities work
together. The examinations are based around a case study which delegates receive
before the examination in order to prepare.

Professional Qualifications
The ISEB Manager’s Certificate in IT Service Management is administered by the
ISEB and are held quarterly. The examinations are based around a case study which
delegates receive a week before the examinations. Each paper is three hours and there
are five questions per paper.

Overview
Delegates wishing to take the Manager's Certificate in IT Service Management are
required to attend the Service Support and Service Delivery courses before sitting the
two three-hour exams run by the ISEB. Each course runs for five days and a further
Preparation Day is recommended where delegates review the case study for the
examination with the lecturer.

Afiniti uses experienced practitioners to deliver training courses who can discuss and
advise on implementation and improvement issues. This course and the lecturers who
deliver the course are all accredited by the ISEB.

Course Synopsis
Service Delivery
   •   Service Level Management
   •   Capacity Management
   •   Availability Management
   •   IT Service Continuity Management
   •   Financial Management for IT Services
Continuous Service Improvement Programme (CSIP)
   •  High level understanding of Project Management for implementation
   •  Continuous Improvement
   •  Service Quality and culture
Service Support
   •   Configuration Management
   •   Service Desk
   •   Incident Management
   •   Problem Management
   •   Change Management

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   •   Release Management
Service Management Tools
   •   Tools available
   •   Selecting appropriate tools for your organisation
Mock Examinations
Class exercises and syndicate assignments
Exam Preparation Day
   • Case study analysis
   • Exam preparation

Course Duration
Service Delivery course - five days
Service Support course - five days
Exam Preparation session – one day

Documentation Included:
Comprehensive course documentation is provided along with a copy of the Service
Support and Service Delivery books.

Following On:
Delegates may wish to consider:
· ISEB Practitioners courses covering individual processes
· Planning to Implement ITSM
· Management & Leadership Skills
· An Introduction to Business Change
· IT Enabled Business Change
· ISO 20000 Consultancy Course
· ITIL® Assessment
· ISO 20000 Readiness Assessment




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