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I6006 - ITIL Service Manager - 13 days

[ Course Schedule ]

ITIL Service Manager is a comprehensive training program consisting of of:

The primary aim of the program is to help students prepare for an pass the examination leading to the Manager's certificate in IT Service Management.

The program includes lecture, tutorials, assignments, and mock examinations. The program is delivered by two accredited consultants who draw on their own practical experience to enhance the course syllabus.

duration

level

prerequisites

class size

examination

course content

Service Support

• Configuration Management:

o Basic concepts and terminology
o Configuration breakdown and relationships
o Building, implementing and managing a configuration management database (CMDB)
o Using a CMDB to manage incidents, problems and changes

• Change Management:

o Problem/change lifecycle
o The Change Manager and the Change Advisory Board
o Normal and urgent change procedures
o Prioritization, impact and resource assessment, authorization, scheduling, testing and implementing change
o Back-out plans and change reviews

• Incident Management:

o First line incident management
o Interface between IT and users, incident logging and escalation, coding systems, diagnostic aids
o Service quality metrics and reporting
o Types of service desks and required staff skills
o Service quality and the Service Desk

• Problem Management:

o Incidents, problems and known errors lifecycle
o Problem control and prevention
o Analysis and targeting techniques
o Categorization, priority and severity coding

• Release Management:

o Storage, control and release of authorized software and hardware in all types of environments
o The Definitive Software Library (DSL), Definitive Hardware Store (DHS), and interfaces to the configuration management system

• Service Management Tools:

o Types of tools
o Tool selection

Service Delivery

• Service Level Management:

o Planning, negotiating and managing Service Level Agreements
o Structure, content and wording of typical SLAs
o Key service items
o Monitoring and reporting
o Service reviews and Service Improvement Programs

• Financial Management for IT Services:

o Budgeting, IT accounting and charging principles
o Benefits of costing and charging
o Charging policies
o Charging methods and impact on SLAs

• Availability Management:

o Planning and maintaining high availability systems
o Risk analysis and management
o Calculating and meeting service level availability and reliability targets

• Capacity Management:

o Building a capacity management database
o Workload managem

Contact the training coordinator for pricing and details at 613-563-NOVA (6682) Ext:267 0r training@novaknowledge.com
Nova Networks can also customize this course to topics of your choice which will reduce the course cost.

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