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| IT Service Managers |
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The course deals with detailed process descriptions, practical implementation and improvement issues, organizational challenges in smooth IT Service Management and Delivery in a practical and case-study-oriented setting. |
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Course description |
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This intensive course is designed to help IT Service Managers gain a deeper and more practical understanding of ITIL® processes, and the key implementation issues – both process-oriented and organizational. This practically oriented course uses case studies, role plays and presentations to test and improve the participant’s essential managerial skills. |
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The course is divided into 2x5 days with ideally 2-3 weeks between the first and second session. After the second session, participants come together again for 2 days to prepare for the exam using the examination case study. This course leads to Service Managers Certification from EXIN. |
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Prerequisites |
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ITIL® Foundation Certificate |
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Good spoken and written language skills |
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At least 2 years professional experience as a manager or consultant in the field of IT management. |
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Target groups |
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IT service managers, ITIL® process owners, practitioners, and implementation consultants. |
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Learning objectives |
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At the end of this course, you will be able to : |
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Record, guard and improve the selected ITIL® process(es), |
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Analyze IT service management processes within an organization, |
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Design the organizational structure for implementing processes, |
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Describe the IT service management processes, |
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Assess and audit IT service management processes, |
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Implement change processes, |
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Perform proper written reports, memos, project plans and verbal communication, |
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Identify important management skills required to be a good service manager. |
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Course / participant material |
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Copy of visual aids used in the classroom |
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Practice exam, case study, homework and assignments |
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ITSM handbook |
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Examination |
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The course ends with a 3-hour ‘closed book’ written examination with questions based on case study. |
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Paper 1: Service Support (SS): Day 1 |
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Paper 2: Service Delivery (SD): Day 2 |
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Passing requires: 50% in each paper. |
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ITIL ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. |
