ITIL Service Managers Course Fact Sheet

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ITIL Service Managers Course

Fact Sheet

10+2 Days

I

Classroom

I

ITL1040

IT Infrastructure Library (ITIL) is a collection of Best Practices for the

management and delivery of IT services and IT infrastructure. Because of

decades of constant revision, these Best Practices have become a de-facto

standard for the IT departments of all types of organizations. These Best

Practices cover key Service Management processes, such as Incident

Management, Problem Management, Release Management, Change

Management, Service Level Management, Financial Management, Service

Continuity Management, and Availability and Capacity Management.

ITIL also recommends the concept of a Service Desk that is designed to

improve the function of the conventional Help Desk. The core ITIL guidelines

are currently available in a series of eight books

.

ITpreneurs’ ITIL courses take an intensive, IT Process Competence training

solutions approach. The courses provide the learner with the essentials of the

best practices of ITIL processes adopted worldwide. ITpreneurs develops the

courses using a customizable and integrated training program approach to

enable a knowledge-driven learning process.

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ITL1040

ITIL

®

SERVICE

MANAGERS

COURSE

English

ITL1040

Japanese

ITLJ1040

Course Description

This intensive course is designed to help IT Service Managers gain a deeper and more practical understanding of ITIL processes and key implementation issues, both process-oriented and organizational. This practical-oriented course uses case studies, role-plays, and presentations to test and improve the participant’s essential managerial skills. The course is spread across 2 x 5 days with, ideally, 2-3 weeks between the first and the second session. After the second session, participants come together once more for 2 days to prepare for the exam using the examination case study.

The key objectives of the Service Manager training are:

Provide the necessary information and practical skills required to plan, implement, manage, and improve the ITIL-based Service Support and Service Delivery processes.

Understand the structure of ITIL best practices.

Identify the ITIL processes important for IT Service Management.

Analyze the organizational impact of implementing IT Service Management best practices.

Determine organizational improvement initiatives in the areas of IT processes and the management of

change.

Prepare for certification.

Part of the certification path consists of an in-course assessment. To obtain the Manager’s Certificate in IT Service Management, the result of this in-course assessment must be satisfactory. This assessment ensures that the candidate possesses the management skills necessary to function as a Consultant or Manager in an IT organization.

Prerequisites

ITIL Foundation Certificate

Good spoken and written language skills

At least 2 years professional experience as a manager or consultant in the field of IT management

Course Student Material

Copy of visual aids used in the classroom

Practice exam, case study, homework, and assignments

ITSM Handbook

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ITL1040

ITIL

®

Service Managers Course

Certificate: ITIL Service Managers Certificate I Duration: 10+2 Days I Course Delivery: Classroom

Learning Objectives

At the end of this course, you will be able to:

Record, manage, and improve the selected ITIL processes.

Analyze the IT Service Management processes within an organization.

Design the organizational structure for implementing processes. Describe IT Service Management processes.

Assess and audit IT Service Management processes. Implement change processes.

Perform proper, written and verbal communication, including reports, memos, and project plans. Identify the important management skills required to be a successful Service Manager.

Audience

IT Service Managers, ITIL Process Owners, Practitioners, and Implementation Consultants

Course Organizational Logistics

Up to 16 participants

Classroom with a U-shaped seating arrangement

Minimum two break-out rooms Whiteboard, flipchart, and projector

Conference call that takes place 2 weeks before the start of the class

ITIL® Foundation Certificate numbers provided before the start of the course

An intake form completed and submitted by each student before the start of the class

Course Agenda

Please note that this schedule is a guide. During the classroom, deviations from this plan are possible. Student Preparation for Week 1 - Day 1

Read the Service Support book. Read the Coffee Company case study. Student Preparation for Week 2 - Day 1 Read the Service Delivery book.

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FIRST WEEK

Session Title

Week 1 – Day 1

Time

Week 1 – Day 2

Time

Week 1 – Day 3

Time

Opening, Introduction

& ITSM 09:00 – 10.30 Recap 1st day 09:00 – 09:30 Recap 2nd day 09:00 – 09:45 Break 10:30 – 10:45 Configuration _Management 09:30 – 10:30 Management Incident

Theory 09:45 – 10:30 Opening,

Introduction &

ITSM 10:45 – 12:15 Break 10:30 – 10:45 Break 10:30 – 10:45 Lunch 12:15 – 13:15 Configuration Management

Assignment 10:45 – 12:15

Incident Management

Theory 10:45 – 12:15 CSIP 13:15 – 14:45 Lunch 12:15 – 13:15 Lunch 12:15 – 13:15

Break 14:45 – 15:00 Configuration Management

Presentations 13:15 – 14:30

Configuration Management, Service Desk and

Incident Management

Assignment

13:15 – 14:45

CSIP Assignment 15:00 – 16:30 Service Desk _Theory 14:30 – 15:00 Break 14:45 – 15:00

CSIP 16:30 – 17:15 Break 15:00 – 15:15

Configuration Management, Service Desk and

Incident Management Presentation

15:00 – 15:45

Homework

Assignment Service Desk Theory 15:15 – 16:45

Problem Management

Assignment 15:45 – 17:15 Homework

Assignment 16:45 – 17:15 Assignment Homework 17:15 – 17:30

Session title

Session Title

Week 1 – Day 4

Time

Week 1 – Day 5

Time

Recap 3rd day 09:00 – 09:45 Recap 4th day 09:00 – 09:45 Problem Management Presentation 09:45 – 10:30 Release Management Theory 09:45 – 10:30

Break 10:30 – 10:45 Break 10:30 – 10:45

Problem Management Recap 10:45 – 12:15 Release Management Assignment 10:45 – 11:45 Lunch 12:15 – 13:15 Release Management Presentation 11:45 – 12:15 Change Management Theory 13:15 – 14:45 Lunch 12:15 – 13:15 Break 14:45 – 15:00 Service Support Processes _Assignment 13:15 – 15:00 Change Management Assignment 15:00 – 16:30 In course assessments 13:15 – 15:00 Change Management Presentation 16:30 – 17:00 Break 15:00 – 15:15 Homework Assignment 17:00 – 17:15 In course assessments 15:15 – 16:00

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ITL1040

ITIL

®

Service Managers Course

SECOND WEEK

Session Title

Session title

Session Title

Week 2 – Day 1

Time

Week 2 – Day 2

Time

Week 2 – Day 3

Time

Recap Service

Support 09:00 – 10:00 Recap 1st day 09:00 – 09:45 Recap 2nd day 09:00 – 09:45 Intro Service Delivery processes 10:00 – 10:30 Financial Management Theory 09:45 – 10:30 Availability Management Theory 09:45 – 10:30 Break 10:30 – 10:45 Break 10:30 – 10:45 Break 10:30 – 10:45 Service Level Management Theory 10:45 – 12:15 Financial Management Theory 10:45 – 12:15 Availability Management Theory 10:45 – 12:15 Lunch 12:15 – 13:15 Lunch 12:15 – 13:15 Lunch 12:15 – 13:15 Service Level Management Theory 13:15 – 14:15 Financial Management Assignment 13:15 – 14:45 Availability Management Assignment 13:15 – 14:45 Service Level Management Assignment 14:15 – 15:00 Financial Management Presentation 14:45 – 15:00 Break 14:45 – 15:15 Break 15:00 – 15:15 Break 15:00 – 15:15 Management Availability

Presentation 15:15 – 16:00 Service Level Management Assignment 15:15 – 16:30 Financial Management Assignment 15:15 – 16:45 Capacity Management Theory 16:00 – 17:00 Service Level Management Presentation 16:30 – 17:00 Financial Management Presentation 16:45 – 17:15 Homework Assignment 17:00 – 17:15 Homework

Assignment 17:00 – 17:15 Assignment Homework 17:15 – 17:30

Session Title

Week 2 – Day 4

Time

Week 2 – Day 5

Time

Recap 3rd day 09:00 – 09:45 Recap 4th day 09:00 – 09:45 Capacity Management Theory 09:45 – 10:30 IT Service Continuity Management _Presentation 09:45 – 10:30

Break 10:30 – 10:45 Break 10:30 – 10:45

Capacity Management Assignment 10:45 – 12:15 Security Management Theory 10:45 – 12:15

Lunch 12:15 – 13:15 Lunch 12:15 – 13:15

Capacity Management Presentation 13:15 – 15:00 Service Delivery Processes _Assignment 13:15 – 15:00 Break 15:00 – 15:15 In course assessments 13:15 – 15:00 IT Service Continuity Management

Theory 15:15 – 16:00 Break 15:00 – 15:15

IT Service Continuity Management

Assignment 16:00 – 17:15 In course assessments 15:15 – 16:00 Homework 17:15 – 17:30 Service Delivery Processes _Presentation 15:15 – 16:00 Homework Assignment 16:00 – 17:00

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EXAM PREPARATION – DAY 1

Session Title

Time

Subject

Presentation/ Slide Exercise

Exam Prep day 1 Service Support Set 09:00 – 10:00 Recap theory Service Support processes Service Support

Set 10:00 – 10:30 Analyzing the case

A presentation of each group about the result of the analysis.

Split up in three of four groups and let them analyze the case focused on the Service Support processes. For each process describe the benefits, possible problems and relationships with other processes. Break 10:30 – 10:45 Service Support

Set 10:45 – 11:30 Analyzing the case Continued exercise

Service Support

Set 11:30 – 12:15

Presentation of the team results of the analysis of the Service Support processes, including discussions. Lunch 12:15 – 13:15

Exam hints 13:15 – 13:45 Presentation exam _hints.ppt

Pre Exam questions 13:45 – 15:00 Pre Exam questions about: Service Desk Incident Management Problem Management Service Management Exam.zip Break 15:00 – 15:15 Pre Exam questions 15:15 – 16:30 Pre Exam questions about: Configuration Management Change Management Release Management Pre Exam questions 16:30 – 17:30 Recap / evaluation / discussion about sample answers pre exam

Sample answers based on the case.

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ITL1040

ITIL

®

Service Managers Course

EXAM PREPARATION – DAY 2

Session Title

Time

Subject

Presentation/Slide Exercise

Exam Prep day 2 Service Delivery

Set 09:00 – 10:00 Recap theory Service Delivery processes

Service Delivery

Set 10:00 – 10:30 Analyzing the case

A presentation of each group about the result

of the analysis.

Split up in three of four groups and let them analyze the case focused on the

Service Delivery processes. For each process

describe the benefits, possible problems and relationships with other processes. Break 10:30 – 10:45 Service Delivery

Set 10:45 – 11:30 Analyzing the case Continued exercise Service Delivery

Set 11:30 – 12:15

Presentation of the team results of the analysis of the Service

Delivery processes, including discussions. Lunch 12:15 – 13:15

Pre Exam

questions 13:15 – 15:00

Pre Exam questions about: Service Level Management Financial Management Availability Management Break 15:00 – 15:15 Pre Exam questions 15:15 – 16:00

Pre Exam questions about: Capacity Management IT Service Continuity Management Security Management Pre Exam questions 16:00 – 17:00 Recap / evaluation / discussion about sample answers pre

exam

Sample answers based on the case.

ITIL® is a registered trademark of the Office of Government Commerce (OGC), Rosebery Court, St. Andrew’s Business Park, Norwich, Norfolk, NR7 OHS, UK.