IT Service Manager – Service Support Course

IT Service Manager
Organizations are now more than ever looking for true professionals. One way to prove your expertise is by becoming a certified IT Service Manager. Obtaining the highest qualification in IT Service Management is therefore a career-path milestone of great importance. Service Managers fulfill a central role in managing IT Services.

Course approach
The content of the program is based upon two main ITIL® books; Service Support and Service Delivery. Comprehensive descriptions of the objectives, benefits, metrics and relationships of each process will be discussed.

During both 5-day courses a Case-Study will be used to apply the theory in practice through exercises. Participant’s performance on these exercises will be assessed by two instructors. This commendatory In Course Assessment (ICA) is part of the official certification to ensure that a certified IT Service Manager is not only knowledgeable but also capable of organizing, implementing and improving ITIL® processes in any IT organization.

After concluding both the instructor-led classes and home studies, participants should be ready to take the exams. However, experience has shown that many participants will benefit from a special examination preparatory session to improve chances of success. We highly recommend this optional session.

Certification
This course prepares the participant for the official EXIN exams of IT Service Manager. We stress the fact however that the participants are not obliged to take the exams after attending the course. Depending on the participant’s objectives we advise to take the exams only then if getting certified is a key objective for the participant. There is a 3 hour exam for Service Support and a 3 hour exam for Service Delivery. The exams are in essay format.

Our primary objective is to train participants to be effective IT Service Managers. Therefore, we try to impart as much knowledge and experiences to help you improve and be more successful in your daily task or new career. A case study is used to link theory directly to exercises in a way that helps you understand how to implement the ITIL® concepts successfully.

Both through lecture and hands-on exercises the participants will experience how to:

> Recognize how the ITIL® processes and functions can contribute to making Service Support and Service
> Delivery more manageable and successful
> Gain management commitment to process implementation or improvement
> Prepare for implementation of the ITIL® processes
> Assess the important operational, tactical, and strategic processes in an IT-organization
> Analyze, define, and refine the existing IT-Service environment
> Define management information
> Recognize that the ITIL® processes need to be kept alive and are supported by appropriate tools

Curriculum
> Key concepts of IT Service Management
> Specific tasks and responsibilities of ITIL® processes
> Monitoring the process, defining metrics & KPI’s
> Producing management information & reports
> Relationships between ITIL® processes
> Practical implementation issues
> Case-study based exercises
> In Course Assessment by two instructors
> Optional exam preparation workshop
> IT Service Manager exam Service Support
> Official IT Service Manager Certificate

Potential candidates are certified at ITIL® Foundation level, have relevant experience in one or more of the ITIL® processes, prepare themselves by re-reading foundation material, have at least 2 years experience in IT or related fields, have preference to obtain the corresponding ITIL® Service Support and Delivery books before start of the class, and are challenged to share their experiences on the subject good and bad.

ITIL ® is a Registered Trade Mark, a Registered Community Trade Mark of the Office of Government Commerce and is registered in the U.S. Patent and Trademark Office.