Service Management: Service Delivery

View Schedule

Overview

5-day public or single organisation course.

Who should attend?

The courses are suitable for those candidates who have been in IT for at least five years, have relevant experience and hold the ISEB/EXIN Foundation Certificate in IT Service Management or the Network Services Management Certificate.

Requirements

Students wishing to take the ISEB/EXIN Manager's Certificate in IT Service Management examination are required to hold either the ISEB/EXIN Foundation Certificate in IT Service Management or the Network Services Management Certificate.

Structure

The course is delivered by two of our accredited consultants who add value to the course syllabus through their own in-depth practical experience of implementing Service Management processes.

The course includes:

• Lectures and tutorials
• Practical syndicate assignments
• Mock examinations comprehensively marked to ISEB/EXIN standards
• Registering for ISEB/EXIN examinations.

The consultants will be available during the evenings to offer practical advice and guidance and to facilitate discussion amongst students, a feature which is cited by past students as adding value to the course.

Documentation

Comprehensive course documentation is provided, including a copy of the itSMF's* 'IT Service Management' booklet.
Each delegate attending public courses will receive a copy of the official ITIL Service Delivery and Service Support books.

*The IT Service Management Forum

Content

Topics covered include:

• Service Level Management - planning, negotiating and managing Service Level Agreements: structure, content and wording of typical SLAs; key service items; monitoring and reporting; service reviews and Service Improvement Programmes
• Financial Management for IT Services - budgeting, IT accounting and Charging principles. Benefits of costing and charging; charging policies; charging methods; impact on SLAs
• Availability Management - planning and maintaining high availability systems; risk analysis and management; calculating and meeting service level availability and reliability targets
• Capacity Management - building a capacity management database; workload management, application sizing, resource management, demand management, performance monitoring and tuning; modelling and capacity planning
• IT Service Continuity Management - the process for developing an IT Service Continuity Plan and interfacing into an organisation's overall Business Continuity Plan. The process will incorporate business impact analysis, risk analysis, continuity options, creating a continuity plan, along with implementation, testing and ongoing maintenance of the plan.