itSM Solutions® LLC
itSM Solutions® is an accredited courseware and training provider (ACP/ATP) specializing in the development and delivery of ITSM training solutions for IT professionals. itSM Solutions® is also recognized by PMI® as a Global R.E.P. with many of our courses accruing Professional Development Units (PDUs).
Venue Options
- Public
Delivered at public training centers around the world, this instructor led classroom based, group mentoring solution incorporates an interactive curriculum and a live certified facilitator to help participants internalize the concepts of ITSM and ITIL while preparing for the exam.Click to list Public Classes and Schedules.
- Onsite
Delivered at your location, this instructor led, classroom based, group mentoring solution incorporates an interactive curriculum and a live certified facilitator to help participants internalize the concepts of ITSM and ITIL while preparing for the exam. (minimum 6 students)Click to list Onsite Classes.
- Webinar
Delivered at your location over the internet, this virtual classroom based, group mentoring solution incorporates an interactive curriculum and a live certified facilitator to help participants internalize the concepts of ITSM and ITIL while preparing for the exam.Click to list Webinar Classes.
- Online Mentor
Delivered at your location, this online, one-on-one mentoring solution incorporates a video based curriculum and a live certified mentor to help participants internalize the concepts of ITSM and ITIL while preparing for the exam. This option provides both training coordinators and student the maximum flexibility in pricing, scheduling, venue, learning time, book delivery, travel & expense and class size.Click to list Online Mentor Classes.
- Online Web
Delivered at your location, this online, web mentoring solution incorporates a web based curriculum to help participants internalize the concepts of ITSM and ITIL while preparing for the exam.Click to list Online Web Classes.
ITIL V2 Service Manager Certification - Service Support
Course Description
This hands on program is the highest level of professional IT Service Management certification available. The candidate who achieves this certification has demonstrated not only an in-depth knowledge of IT Service Management but also a practical application of that knowledge. The course introduces the following learning objects for each IT Service Management process:
- Process Fundamentals Review
- How to Enable an ITSM Strategy
- Understanding Business & IT Alignment
- The Role of Continuous Process Improvement
- Improve Quality of Service
- Control and Reduce Cost
- Improve Effectiveness and Efficiency
The program spans 5 days of lectures, student assessments, group activities and after hour reading assignments.
Course Outline
- Day 1
- Introduction to ITIL
- Introduction to Service Support
- Service Desk/Incident Management
- Working in Teams
- Case Exercise
- Day 2
- Reflection & Review
- Problem Management
- Case Exercise
- Day 3
- Reflection & Review
- Configuration Management
- Case Exercise
- Day 4
- Reflection & Review
- Change Management
- Case Exercise
- Day 5
- Reflection & Review
- Release Management
- Case Exercise
- Communication Planning
Who Should Attend
IT senior managers, process owners, project managers, process staff and managers and consultants responsible for the successful implementation of ITSM processes.
Prerequisites
The candidate must hold an ITIL Foundation Certificate, and have a minimum of two years of relevant experience in Information Technology.
Exam
The examination consists of a 3-hour essay exam and a successful evaluation of the candidate's skills by the tutors. Certification is through the Information Systems Examination Board (ISEB).
Reference Material
Each student will receive a workbook and the OGC IT Service Support & Delivery books. Other ITSM-related study material and books are available for purchase prior to, or during, the class.