ITSM/ITIL Service Manager (ITIL Master) Certified Program

This 2.5-week program (week-one Service Delivery, week-two Service Support, followed by one-day review and two certification exams) was developed in line with the ITIL Framework, and also in considerations with the British Standard BS15000 and future ISO/20000 (expected release early 2006). Its content and value exceeds the level of Service Manager Certification. This is a 3-in-1 program - It not only trains the participants in ITIL concepts and knowledge, but also prepares the participants for the certification exams by providing necessary information and exercises. In addition, through extensive group exercises with real life Case Study, the participants will practice not only in the application of ITIL knowledge but also the initiation and implementation of an ITIL program.
There are no prerequisites for this course.
13 Days/Lecture
This course is designed for service managers, IT account managers, process owner / managers, senior managers, architects, IT business analysts, and senior support staff, as well as Business IT service managers, IT service buyers, and Outsourcers.-Senior IT managers responsible and/or involved in the IT service delivery-For service managers and senior support staff responsible for the implementation and integration of ITSM processes-Process owner and managers including senior managers-Solutions architects and IT business analysts-Business IT service managers and IT account managers-IT service buyers and outsourcers who intends to acquire detailed knowledge of ITIL IT Service-Management Framework and Best-practices
  • Understand of the relevance of Service Management to an organization
  • Comprehend the key processes and responsibilities of IT Service Management
  • Have a practical knowledge of the application of IT Service Management best practices
  • Provide participants a firm knowledge in the definition, implementation and management of an IT Service Management program
  • Prepare for the ITIL Service Manager Certification exam
  • ITIL Service Support Processes and Function
  • Configuration Management
  • Service Desk
  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • ITIL Service Delivery Processes
  • Service Level Management
  • Financial Management for IT Services
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • ITIL Security Management
  • Planning to Implement Service Management
  • Defining Key performance Indicators (KPIs)
  • Process implementation, management and on-going improvements

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