Service Management: Service Support

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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:

• Configuration Management - basic concepts and terminology; configuration breakdown and relationships; building, implementing and managing a configuration management database (CMDB); using a CMDB to manage incidents, problems and changes
• Change Management - problem/change lifecycle; role of the Change Manager and the Change Advisory Board; normal and urgent change procedures; prioritisation, impact and resource assessment, authorisation, scheduling, testing and implementing change; back-out plans and change reviews
• Incident Management - first line incident management; interface between IT and users, incident logging and escalation, coding systems, diagnostic aids; service quality metrics and reporting. The various types of service desks and the skills required by the staff on a service desk. The contribution made by the service desk to the quality of the overall service provision
• Problem Management - incidents, problems and known errors - the lifecycle; problem control and prevention; analysis and targeting techniques; categorisation, priority and severity coding
• Release Management - storage, control and release of authorised software and hardware in all types of environments. The Definitive Software Library (DSL) and the Definitive Hardware Store (DHS) with interfaces to the configuration management system
• Service Management Tools - types of tools available and how to select the most appropriate tool for your organisation
• Implementing Service Management – an overview of areas to be considered as part of the continuous service improvement program.