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Training Course Outline

IT Vendor Courses   ITIL Training Courses

ITIL Service Delivery

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Course Duration: 5 day

Course Code: ITILSD

Course Description:

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 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

 

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.

 

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.

 

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

 

Other ITIL Courses Available

Service Support

SM Change Management

SM Configuration Management

SM Problem Management

Service Desk & Incident Management

SM Service Level Management

Exam Revision Day

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.

Relevant Certifications:

Managers Certificate in IT Service Management

Prerequisite Certifications:

Foundation Certificate in IT Service Management

This course includes the following modules:

Introduction to IT Service Management

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

Service Level Management

• The planning, negotiating and management of Service Level Agreements (SLAs).
• The Service Level Management process.
• The Service Catalogue.
• SLA structures, contents and wording.
• Monitoring, reporting and reviewing.
• Roles and Responsibilities
• Benefits, Costs and Possible Problems.
• Service Improvement Programmes.
• Metrics and KPI's

Financial Management

• Goals of Financial Management
• The budget process
• The IT accounting process
• The Cost Model
• Charging for IT services
• Benefits, Costs and Possible Problems
• Planning and Implementation

Availability Management

• Goals and objectives
• Key elements of Availability Management
• Designing for Availability
• Availability Management Techniques
• Availability Management Process
• The cost of unavailability
• Availability Planning
• Security Considerations
• Measurement and reporting
• Benefits, costs and possible problems

Capacity Management

• Goals of Capacity Management
• Capacity Management processes
• Capacity Database
• Capacity planning
• Planning and Implementation
• Benefits, costs and possible problems

IT Service Continuity Management

• Goals of IT Service Continuity
• Business Continuity
• The Business Continuity Lifecycle
• Risks and Threats
• Roles and Responsibilities
• Consideration of recovery options
• Benefits, costs and possible problems

 

Location	Duration	RRP	Oct	Nov	Dec	Jan	Feb	Mar
Click on course date to make a booking, check availability, or find out about available discounts.
Leeds	5 days	£1645			15 - 19
London - KWS	5 days	£1645		24 - 28

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