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Fact Sheet
10 (5 x2) Days/Classroom/ITL1040
Background
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.
ITIL ® is a Registered Trade Mark, and Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office.
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.
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.
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.
· 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.
10 (5 x2) Days/Classroom/ITL1040
Background
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.
ITIL ® is a Registered Trade Mark, and Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office.
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.
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.
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.
· 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.
