ITIL® Service Support — A 5-Day Course

 Open Public Course Closed In-House Course

Course Profile

This programme is made up of two separate 5-day training courses, followed by a revision day. Publicly scheduled as a non-residential event. Each course can be booked separately from our public schedule. The two courses together lead to the formal ISEB Manager's Certificate in IT Service Management.

This is an intensive training programme, designed for those with at least five years relevant experience of IT and the Service Management disciplines. The course is based upon the OGC's IT Infrastructure Library (ITIL®) publications Best Practice for Service Support (the blue book) and Best Practice for Service Delivery (the red book). Copies of these publications are included in the price of the course.

The programme of courses is scheduled to lead up to the ISEB examinations, which are held quarterly, at the end of January, April, July and October.

Since their introduction in 1991, the IT Service Management certificates offered by the Information Systems Examination Board (ISEB), part of the British Computer Society, and Stichting EXIN, the Dutch Examination Institute, have become the de-facto professional qualifications recognised throughout the world.

This training and qualification will assist in enabling the candidates to offer a significant and effective contribution in implementing IT Service Management within their own organisations.

The course focuses on relationships between the Service Management disciplines, presenting ITIL as an integrated set of processes.

ITIL has become the de facto standard for IT Service Management and for the IT Service Management professional this qualification is becoming a MUST.

Course Prerequisites

All delegates 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. Delegates wishing to be entered for the ISEB ITIL Manager's Certificate examination must hold the ISEB ITIL Foundation Certificate.

Please Note: If you attend a course and do not meet the pre-requisites you may be asked to leave.

Course Delivery

The courses are delivered by ISEB/EXIN accredited consultants, who will be on hand at all times during the course to offer practical advice and guidance and facilitate valuable discussion.

The courses contain a combination of:

• Lectures
• Tutorials
• Debates
• Assignments
• Mock examinations marked to ISEB/EXIN standards
• Registration for examinations

A comprehensive course manual is provided to all candidates, as well as the ITIL Service Support and ITIL Service Delivery books.

Examinations

Exam days are run by ISEB, the awarding body, four times a year as below. The exam registration process is "owned" by ISEB. Candidates can arrange this directly or we can facilitate it for you.

Our revision days are scheduled to precede the Practitioner exam dates and are priced at £300 + VAT

Exam Details: ISEB Managers Certificate in IT Service Management

• £145 + VAT per paper
• The Service Support (Paper 1) is always held on Wednesday from 13:00 - 16:00 and the Service Delivery (Paper 2) is always held on Thursday from 10:00 - 13:00
• Dates are Wednesday 23rd and Thursday 24th January 2008, Wednesday 23rd and Thursday 24th April 2008, Wednesday 23rd and Thursday 24th July 2008, and Wednesday 22nd and Thursday 23rd October 2008 at an ISEB Centre
• Venue to be advised from either London, Swindon, Manchester or Edinburgh.

Exams are 'closed book' and last 180 minutes. The exam is based on a case study which is sent to the delegates prior to the exams. There are five questions with 20 mark each. Delegates must score 50% or above to pass. Candidates gaining 65% or greater in both papers (sat concurrently) will be awarded a Distinction. Delegates must pass both the Service Delivery and Service Support exams to attain the Management Certificate.

NB: The certificate awarded after successful completion of the service delivery and service support courses is the - ISEB Managers Certificate in IT Service Management.

Publicly scheduled dates, locations, and prices

Course Outline

Introduction to IT Service Management

• What is ITIL?
• Benefits of IT Service Management
• Service Support and Service Delivery

Configuration Management

• Goals of Configuration Management
• Configuration Items, Attributes and Relationships
• Configuration Management Database
• Definitive Software Library
• Planning and Implementation
• License management
• Roles and responsibilities
• Benefits, costs and possible problems

Incident Management

• Goals of Incident Management
• The Incident Management process
• Incident classification and priorities
• Escalation
• Responsibilities
• Incident status - lifecycle
• Handling major incidents

Service Desk

• Goals of the Service Desk
• Service Desk structure and organisation
• Staffing considerations
• Customer interaction
• Outsourcing the Service Desk
• Implementing the Service Desk
• Service Desk metrics
• Advertising and selling the Service Desk
• Benefits, costs and possible problems

Problem Management

• Goals of Problem Management
• Problem control process
• Error control process
• The Known Error Database
• Proactive Problem Management
• Major Problem reviews
• Planning and Implementation
• Roles and responsibilities
• Metrics and periodic reviews
• Benefits, costs and possible problems

Change Management

• Goals of Change Management
• Responsibilities
• Change Management activities
• Urgent Change procedures
• Benefits, costs and possible problems
• Change Management metrics
• Planning and Implementation

Release Management

• Goals of Release Management
• Releases and Release Units
• Types of Release
• Release Policy
• Definitive Software Library
• Definitive Hardware Store
• Release activities
• Planning and Implementation
• Impact of new technologies on Release Management
• Benefits, costs and possible problems