ITSM/ITIL Service Manager

PT4350
Summary
IT Service Manager is the highest level of professional IT Service Management certification available. The candidate who achieves certification has demonstrated not only an in-depth knowledge of IT Service Management, but also the practical application of that knowledge.
Prerequisites
Students must hold an ITIL Foundation Certificate and have a minimum of two years of relevant experience in Information Technology.
Duration
11 1/2 Days/Lecture & Lab
Audience
This course is designed for IT senior managers, process owners, project managers, process staff and managers and consultants responsible for the successful implementation of ITSM processes.
Topics
  • Introduction to ITIL
  • Introduction to Services Support
  • Service Desk/Incident Management
  • Working in Teams
  • Reflection & Review
  • Problem Management
  • Configuration Management
  • Release Management
  • Communication Planning
  • Introduction to IT Service Delivery
  • Service Level Management
  • Availability Management
  • IT Service Continuity Management
  • Finance Management
  • CSIP-Business & IT Alignment

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