Overview

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

The course will be delivered using a number of techniques: formal lecturing, group discussions, 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 Support 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 use the main features of the ITIL® Service Support disciplines: Configuration Management, Incident Management, Problem Management, Change Management, Service Desk and Release Management to the benefit of their organisations.

• Plan, design, implement and operate within each of the IT Service Support modules.

Prerequisites:

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

Course outline

• IT Service Support Overview

• Why Service Management?

• Service Support’s relationship with Service Delivery

• Configuration Management:
  Configuration Identification, Configuration Management Database, Configuration audits & control, Status accounting, Planning and managing Configuration Management, Costs & benefits

• Service Desk:
  Incident data capture, Customer / User requirements, Promoting IT Services, Planning for the Service Desk, Managing the Service Desk

• Incident Management:
  Dealing with incidents, Managing incidents, Progressing incidents

• Problem Management:
  Root Cause Analysis, Processes, Problem and Error Control, Planning for Problem Management, Managing Problem Management

• Change Management:
  Change Management Components, Requests for Change, Change authorisation, Change build & test, Review, Urgent change

• Release Management:
  Why have Release Management? What is Release Management? Planning for Release Management, Managing Release Management, Software & Hardware control