Course Outline
This programme is made up of two separate one week training courses, followed by one, or optionally two revision days. It leads to the formal ISEB Manager's Certificate in IT Service Management.
Course Content
This is an intensive training programme, designed for those with at least five years relevant experience of IT and the Service Management disciplines. The course is based upon the OGC's IT Infrastructure Library (ITIL®) publications "Best Practice for Service Support" (the blue book) and "Best Practice for Service Delivery" (the red book). Copies of these publications are included in the price of the course.
The course is offered as part of JB International's public UK schedule. JB International also offers the course worldwide on client's own premises or a venue of their choosing. See our In-house schedule of courses.
The programme of courses is scheduled to lead up to the ISEB examinations, which are held quarterly, at the end of January, April, July and October.
Since their introduction in 1991, the IT Service Management certificates offered by the Information Systems Examination Board (ISEB), part of the British Computer Society, and Stichting EXIN, the Dutch Examination Institute, have become the de-facto professional qualifications recognised throughout the world.
We offer delegates knowledge, experience and techniques to ready them for these qualifications. This training and qualification will assist in enabling the delegates to offer a significant and effective contribution in implementing IT Service Management within their own organisations.
This training programme consists of two one-week training courses, followed by an optional two-day revision package. The examinations are held four times a year at the end of January, March, July and October at various locations.
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The courses contains a combination of
- Lectures
- Tutorials
- Debates
- Assignments
- Mock examinations marked to ISEB/EXIN standards
- Registration for examinations
A comprehensive course manual is provided to all candidates, as well as the ITIL® Service Support and ITIL® Service Delivery books
This course has been developed for real-world, commercial scenarios by our expert instructors. See below for detailed syllabus. If you have a technical question, please email sales@jbinternational.co.uk
Week 1 - Service Delivery
Introduction to IT Service Management
What is ITIL®?
Benefits of IT Service Management
Service Support and Service Delivery
Service Level Management
The planning, negotiating and management of Service Level Agreements (SLAs).
The Service Level Management process.
The Service Catalogue.
SLA structures, contents and wording.
Monitoring, reporting and reviewing.
Roles and Responsibilities
Benefits, Costs and Possible Problems.
Service Improvement Programmes.
Metrics and KPI's
Financial Management
Goals of Financial Management
The budget process
The IT accounting process
The Cost Model
Charging for IT services
Benefits, Costs and Possible Problems
Planning and Implementation
Availability Management
Goals and objectives
Key elements of Availability Management
Designing for Availability
Availability Management Techniques
Availability Management Process
The cost of unavailability
Availability Planning
Security Considerations
Measurement and reporting
Benefits, costs and possible problems
Capacity Management
Goals of Capacity Management
Capacity Management processes
Capacity Database
Capacity planning
Planning and Implementation
Benefits, costs and possible problems
IT Service Continuity Management
Goals of IT Service Continuity
Business Continuity
The Business Continuity Lifecycle
Risks and Threats
Roles and Responsibilities
Consideration of recovery options
Benefits, costs and possible problems
Week 2 - Service Support
Introduction to IT Service Management
What is ITIL®?
Benefits of IT Service Management
Service Support and Service Delivery
Configuration Management
Goals of Configuration Management
Configuration Items, Attributes and Relationships
Configuration Management Database
Definitive Software Library
Planning and Implementation
License management
Roles and responsibilities
Benefits, costs and possible problems
Incident Management
Goals of Incident Management
The Incident Management process
Incident classification and priorities
Escalation
Responsibilities
Incident status - lifecycle
Handling major incidents
Benefits, costs and possible problems
Service Desk
Goals of the Service Desk
Service Desk structure and organisation
Staffing considerations
Customer interaction
Outsourcing the Service Desk
Implementing the Service Desk
Service Desk metrics
Advertising and selling the Service Desk
Benefits, costs and possible problems
JBI Training facilitates ITIL® Training in partnership with a number of ISEB Accredited Training Providers.
