ITIL v2 Training Courses

ITIL® v2 Service Manager Certification Program

Course ID :: ES-CLS-ITILV2M

Certificate :: ITIL Manager Certificate in Service Management

Duration :: 10 Days + 2 Days of Exam Preparation Workshop

Next Program: 2009 Schedule To Be Announced

Course Dates :: To Be Announced

Exam Schedule:: To Be Announced

Cost :: $7,000 per student

Course Description

InteQ's ITIL v 2.0 Service Manager Certification program is a comprehensive, advanced training program intended for service management professionals who will be involved in the implementation of service management and/or have management responsibilities for the support and/or the delivery of IT Services. The program 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

Background
Today's businesses have become almost totally dependent on information technology to provide services that enable virtually all critical business processes. In the context of growing technological complexity and constant change, IT is expected to provide reliable, cost effective, and high quality IT services that enable the business to meet current and future business objectives.

IT Service Management provides a fundamental approach to delivering and supporting IT services that enables IT to meet the expectations of the business. The IT Infrastructure Library, ITIL, is an industry recognized and widely used standard for IT "best practices" which provides a comprehensive, consistent and coherent guidance on IT Service Management.

Course Content
Best Practices for Service Support (5 days)

The course provides a detailed understanding of the key processes used to support IT Services. It provides an understanding of the methods and means to effectively plan, implement, and manage these processes leading to predictable and sustainable service levels that are aligned with business objectives. Service support processes as described in the IT Infrastructure library are as follows:

Incident Management

Problem Management

Configuration Management

Change Management

Release Management

Best Practices for Service Delivery (5 days)
The course provides a detailed understanding of the key processes used to deliver IT Services. It provides an understanding of the methods and means to effectively plan, implement, and manage these processes leading to the delivery of IT services that are designed and developed in line with business requirements. Service delivery processes as described in the IT Infrastructure library are as follows:

Service Level Management

Capacity Management

Availability Management

Financial Management

IT Service Continuity Management

Exam Preparation Workshop (2 days)
The exam preparation workshop assists candidates for ITIL Managers Certification in preparing for their service management certification exams. The workshop provides an in depth analysis of the case study that is being used for their certification exam and identifies potential areas in which to candidate might focus their studies.

Prerequisites
ITIL Service Manager Certification is a managers level certification. Candidate wishing to achieve this level of certification should meet the following prerequisites:

Demonstrate at least five years of general IT experience

Have at least two years experience in an IT Service Management environment in a supervisory or managerial role

Must already hold an ITIL Foundation Certificate

Must be willing to commit a significant amount of time beyond the normal course work to prepare for the required certification exams

Audience
IT Program Managers, IT Operations Managers, Service Management Process Owners, IT Professionals responsible for systems and network management, Consultants.

Learning Objectives

At the end of this course, you will be able to:

Assess the existing IT Service Management processes within an organization

Define the IT Service Management processes

Provide guidance on implementing Service Management

Identify and provide advice on implementing improvements

Course 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.

Exam Details (Optional)

Type	:	Written exams based upon a case study provided 10 days prior to test administration.
Descrioption	:	Two Exams: Service Support & Service Delivery; Both exams must be taken in two consecutive days on first attempt. Exams test a candidates knowlege of ITIL "best practices" and its application to the Case Study. Candiates must achieve 50% on each exam to attain certification.
Duration	:	Each exam is 3 hours. Attendees taking the examination in a language other than their native language will be allowed a 30 minutes.
Prerequisite	:	ITIL Foundation Certification
Delivery	:	A paper based exam will be administered by a proctor from an Accredited Training Organization / Provider upon completion of the course.