ITSM / ITIL® Managers Certificate

This comprehensive, advanced training program is intended for Service Management professionals with management responsibilities for the Support and/or Delivery of IT Services.

It comprises two 5-day courses (Service Support & Service Delivery), with a Review/Exam preparation Day.

This program prepares participants for the ISEB examinations leading to the Service Manager's Certificate in IT Service Management.

We recommend that anyone intending to take the Managers Certificate (MC) should plan their training, working back from the anticipated exam date. Pick your target date, say July, and arrange your last training course (Service Delivery) about a month before then - mid-to late June. Do the first course (Service Support) a month before that - May. Do your Foundation about a month before that - April. This keeps the learning momentum going. You do not necessarily have to do the MC training in the order above, you can do Service Delivery before Service Support. You must complete the training before sitting the exams. You must sit both papers at the first attempt.

Pre-requisites
All participants 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. Participants wishing to be entered for the ISEB ITIL® Manager's Certificate examination must hold the ISEB ITIL® Foundation Certificate.

Course Description:

Service Support:

• Configuration Management
• Change Management
• Release Management
• Service Desk
• Incident Management
• Problem Management

Service Delivery :

• Service Level Management
• Capacity Management
• Availability Management
• Financial Management of IT Services
• IT Service Continuity Management

Format
The format of the training is highly interactive and throughout the course understanding of the material will be assessed through the use of exercises, case study based assignments and presentations, and examination style questions. In-course assessment does not count towards final qualification results but is required by the examination governing bodies.

Objectives
Attendance on this workshop will enable participants to:

• Develop practical skills in the design, implementation and management of an ITIL® process framework
• Detail the costs and benefits of an ITIL® based approach to Service Management
• Anticipate the practical issues associated with an ITIL® implementation and develop strategies to address them
• Prepare to undertake the ISEB examination for the ITIL® Managers Certificate