ITIL Service Support Training Course

New developments in Applications, ICT and Customer Relationship Management and the Service Delivery Life Cycle (SDLC) concept, now combine to make the Service Support function even more complex and business critical than ever.
 
This course is designed to help you manage that complexity. It will help you create a 'world class' IT Service Support function that will help your organisation maintain and improve its business edg

The ISEB regulations for courses leading to the Managers Certificate in IT Service Management state that this course will have a content of 40 hours. The course will run from 9:00 am to 6:00 pm on most days. In addition, in order to fulfil this commitment for a non-residential format, evening work will be required. Delegates must be able and prepared to complete this work as it is an essential part of the course and aids preparation for the examinations. Delegates should take this into account when making travel and accommodation arrangements for the course.

Delegates should not underestimate the amount of time, commitment and effort required to, study for and, pass the examinations. The ideal plan is leave approximately 3-4 weeks between the two courses. You should leave at least 3 weeks after your second course prior to sitting the exams. This time is required to allow you to consolidate your learning by studying the ITIL® books and preparing for the examinations.

Who will the course benefit?
Managers, consultants, FM suppliers and experienced development, support and operations practitioners, who make substantial technical decisions affecting the support and delivery of IT services.

Staff who are implementing a Service Management process which will operate within ISO9000/BS5750, BS7799 AND BS15000 or BSI DISC PD0005 standards.

Staff who require the internationally recognised Managers Certificate in IT Service Management and already hold the Foundation Certificate in IT Service Management.

Course Objectives
To examine the business, management, technical and operational issues associated with each of the Service Support components and formulate improvement strategies and processes.

Skills Gained
This course will enable delegates to:

Plan, Manage and Implement an IT Infrastructure Library® (ITIL®) based Service Support function and describe the mission, goals, dependencies, staffing issues, project stages, benefits, costs and possible problems, tools and management issues.
Practice for the ISEB Managers Certificate examination.
Pre-Requisites
At least five years relevant IT experience and prior attendance on a Service Management Essentials course (SME). Examination candidates MUST hold the ISEB Foundation Certificate in IT Service Management.

Course Content
Introduction
'World class' IT Service Management.The links to Applications, ICT, Project, Service Delivery Life Cycle (SDLC) and Security Management. ISO9000/BS5750/BS15000: 2000, BSI DISC PD0005 and BS7799. Review of the IT Infrastructure Library® (ITIL®) approach for each service support process (mission, objectives, processes, tools, dependencies, benefits, costs and possible problems). The ISEB Syllabus.

Configuration Management
How to implement. How to control the IT infrastructure, manage the services life cycle, reduce support and ownership costs. How the Configuration Management Data Base (CMDB) helps manage contracts, projects, costs, staff, problems, changes, availability and capacity.

Service Desk and Incident Management
How to implement and provide consistent first-line support for mission-critical applications. Service Desk and Incident Management critical success factors. Software tools. Distributed systems and outsourcing issues. Staffing issues and skills.

Problem Management
How to implement and provide 'continuous business improvement' by helping diagnose and eliminate known errors, prevent recurring problems, identify potential risks, stabilise the infrastructure, reduce downtime, increase productivity, manage internal and third party suppliers and guarantee specified levels of services.

Change Management
How to implement and ensure that changes are implemented with minimum impact and at minimal cost. Risk, cost and business impact analysis. Approval and implementation. The continuous improvement processes and total cost of ownership. How to ensure integrity of the infrastructure via the CMDB. Change Models.

Release Management
How to implement and ensure that the procurement and development issues, legal implications, strategies and processes are managed properly.

Follow-on Courses
No follow-on courses have been defined

Examinations
For participants who require the ISEB Managers Certificate in IT Service Management, the IT Service Support (ISS) and accompanying IT Service Delivery (ISD) courses form a two-week training programme leading to the Manager's Certificate examination.

Please Note: The course you attend may vary slightly from this outline if we work with one of our partners to deliver your training. In any event the course you attend will be an accredited course that will prepare you for the relevant exam(s). The course will still be covered by all relevant Datrix satisfaction guarantees and our terms & conditions.