Overview

This five-day instructor-led workshop, together with Service Support, is based on the IT Infrastructure Library and is suitable preparation for those delegates wishing to take the I.S.E.B. examination leading to Certification in IT Service Management.

The course will be delivered using a number of techniques: formal lecturing, group discussion, syndicate discussions, presentations, individual exercises and exam questions.

Students will be required to do some syndicate work / self study in the evenings.  

This intensive workshop is intended for experienced Service Management Consultants and Line Managers with responsibilities for the day to day running of the operations and support of an IT Infrastructure.

A copy of the ITIL® Service Delivery book is provided for each delegate.

The course and trainers are fully accredited by the BCS/ISEB through Opsys-SM2.

Delegates will learn how to:

• Appreciate and subsequently use the main features of the ITIL® Service Delivery disciplines: Service Level Management, Financial Management for IT services, Capacity Management, Availability Management and IT Service Continuity for the benefit of their organisations.
• Plan, design, implement and operate within each of the IT Service Delivery modules.

Prerequisites:

• Attendees should have five years relevant IT experience and have passed the ITIL® Foundation examination (if they wish to take the exam).

Course outline

• Service Support Review:
  Configuration Management, Service Desk, Incident Management, Problem Management, Change Management, Release Management. Service Support’s relationship with Service Delivery
• Service Level Management:
  Introduction, Overview, The Requirement, Planning, The Customers, The Services, Service Level Agreements, Definitions, Monitoring and measurement, Costs and benefits, Service Level Management in context.
• Financial Management for IT services:
  Introduction, Budgeting, accounting and charging, Planning & management, Costs & benefits.
• Capacity Management:
  Introduction, Capacity Management inputs, Processes and outputs, Planning, Performance Management, Modelling, The Capacity Plan, Costs and benefits.
• Availability Management:
  Introduction, Measurement, Techniques to improve Availability, Reporting, Planning for Availability Management.
• IT Service Continuity (Disaster Recovery):
  Introduction, Business Impact Analysis, Risk Analysis and Management (CRAMM), Recovery options, The IT Service Continuity Plan, Testing and maintaining the plan, Costs and benefits.