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PT4350
Training 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.
Course 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