OverviewThe ITILŪ Service Manager is the highest, most rigorous, and most sought after individual certification for ITILŪ. Learning objectives are achieved through an intense 10-day instructor led lecture on best practice and interactive advanced case studies. ITILŪ Service Manager teaches you how to apply, manage, and analyze ITIL processes in your organization. Program objectives are achieved by putting concepts learned in the Foundation course into action through case studies, exercises, practical homework assignments, process documentation, service catalog planning and development, and best practice strategies and teachings. Students are also evaluated in class on their presentation and communication skills. A high degree of commitment from both you and your organization is required to successfully complete the course. The Exam is accredited through EXIN. Important Note: ITIL Service Manager is based on ITIL V2 and focuses on the Service Support and Service Delivery books. (This course also qualifies for credits under the new V3 certification scheme.) ITIL Service Manager is one of the fastest routes towards achieving the ITIL Diploma, as it provides 16 out of the required 22 credits to receive the diploma. - Design organizational, process, and technology structures based on the ITIL framework
- Demonstrate management skills for achieving sustained operational excellence
- Record and improve selected ITIL processes
- Analyze IT Service Management processes within an organization
- Assess and audit IT Service Management processes
- Evolve a business centric IT organization focused on service quality improvements
- Measure and maintain customer driven service levels
- Implement change processes
- Control and reduce IT costs through infrastructure optimization and forecasting
PriceThe per-attendee price is $8000.00 with course materials and EXIN certification exams included. Discounts are available for multiple attendees from the same organization. Courses can be scheduled for a minimum of six and a maximum of sixteen students.
Provided Course Materials - Manager certification examinations for IT Service Management
- The OGC Service Support and Service Delivery books
- Comprehensive workbook and study guide that includes a copy of all slides and supporting ITIL text
- IT Service Management Foundations: ITIL Study Guide Book
- Exam notes and self study materials
- situational exercises
StructureThe ITSM Service Manager course is delivered in three learning segments over a 6 week period. Our accredited course differs from the industry norm, which strongly attributes to our successful pass rate.
Week One Topic: Service Support Covers operational processes - Service Desk
- Incident Management
- Problem Management
- Change Management
- Configuration Management
- Release Management
Week Two Topic: Service Delivery Covers tactical processes - Service Level Management
- Availability Management
- Capacity Management
- IT Service Continuity Management
- Financial Management
Review Session - Instructor led review session that includes
- Examination tips and guidance
- Review of Service Support and Service Delivery key points
- Practice exams that include sample case studies
- Certification Exams
A combination of lecturing, group/individual assignments and case studies ensure a highly interactive and thorough learning experience. Some of the key elements are: - Reference friendly course materials and study guide
- Comprehensive case studies
- Participants are coached on required management skills and knowledge
- Experiences gained in designing key structures based on the ITIL process framework
- Exam preparation to ensure maximum opportunity to succeed
This course combines lectures with exercises designed to drive home key concepts. Course ContentDue to the amount of theory to be studied the total program is a combination of the following steps. Step 1: Preparation and study of ITILŪ Foundation material
Step 2: Instructor led training (5-days), Service Support
Step 3: Home study of the Service Support book
Step 4: Second instructor led training (5-days), Service Delivery
Step 5: Home study of the Service Delivery book
Step 6: Exam preparation and execution (3-days)
The instructor led training curriculum includes: - Key concepts of ITILŪ Service Management
- Specific tasks and responsibilities of ITILŪ Service Management processes
- Monitoring the process, defining metrics and KPIs (key performance indicators)
- Producing management information and reports
- Relationships between ITILŪ Service Management processes
- Practical implementation issues
- Case-study based exercises
- In Course Assessment by two instructors
- Exam preparation workshop
- ITSM Service Manager Exam Service Support
- ITSM Service Manager Exam Service Delivery
Daily ScheduleThe following is the typical daily schedule. | 08:30 AM to 09:00 AM | Continental breakfast is provided | | 10:15 AM to 10:30 AM | Break | | 09:00 AM to 12:00 PM | Lecture | | 12:00 PM to 01:00 PM | Lunch | | 03:15 PM to 03:30 PM | Break and afternoon snack is provided | | 05:30 PM | End of Day |
1st Quarter 2008 Course| Service Support Course | Service Delivery Course | Exam Review Session | Certification Exams | | Jan 28 - Feb 1, 2008 | Feb 25 - 29, 2008 | Mar 24, 2008 | March 25, 26, 2008 |
PrerequisitesA Foundation certification in IT Service Management is required, along with a minimum of two years IT management or supervisory experience, and preferably two or more years of IT experience.
IT Service Management Foundations: ITILŪ Study GuideMany times students come to the Service Manager course with an inexact or limited memory of the Foundation materials. Since the Service Manager course builds on the information presented in Foundations it is vital for students to have a good quality concise reference from which to prepare. To meet this challenge, Ron B Palmer, provides all Service Manager students with a copy of Ron's Foundations Study Guide, the value-packed book that provides students all the guidance needed to pass the Foundations Exam. Ron's book also provides students with additional knowledge that leads to mastery at the Service Manager level. Intended AudienceThe intended audience for this course is anyone involved in implementing, administering, or managing technology assets for a business or nonprofit organization. Business managers tasked with managing the provisioning of IT services should take this course, regardless of technology experience. Specifically: - IT Management
- Business Managers
- Process/Technology Architects
- Process/Technology Managers
- Project Managers
[Buy Now] |   Quotes from Industry Leaders about Ron's Book"Probably the best summary of the key ITIL concepts and guidance available from any source, this book is designed to help students rapidly get to the heart of the crucial messages needed to pass the ITIL examinations. It is an excellent management overview of the core material." Brian Johnson
Member of the original "CCTA ITIL team"
Contributor to more than fifteen volumes of best practice in the ITIL space “In 2006, Siemens trained 300+ internal consultants and staff using Ron’s book, IT Service Management Foundations: ITIL Study Guide and will be training an additional 300 Siemens’ professionals in 2007 using the book. Ron’s study guide is a core component of our ITIL e-Foundations courses and ITIL Foundations competency and certification program. It not only prepares students for the exam, it makes ITIL easily understandable and fixes ITIL’s business value firmly in the reader’s mind. I recommend IT Service management Foundations: ITIL Study Guide by Ron Palmer to everyone that wants a straight forward but deep dive into the often confusing reference material contained in the IT Infrastructure Library.” Margo Fullilove
Corporate Quality & Continuous Improvement
ITIL/ITSM Alignment Program Manager
Siemens Business Services, Inc. "An Excellent Read on ITIL Foundations"
"Ron Palmer has done an excellent job of not only telling you what ITIL is and how it works at a fundamental level, he weaves in his own extensive experience and perspectives to challenge the reader's thinking. He has also brought in the knowledge and expertise of an organizational communications consultant, bringing a non-IT style perspective to the content. In addition, the author provides detailed study guide questions at the end of each chapter, with a cross-referenced answer key at the end of the book." Christopher Byrne, CISA, IBM CAAD/CASA
The Cayuga Group, LLC
An Advanced IBM Business Partner
"This is the most ‘experience tempered’ presentation of IT Service Management fundamentals that I’ve read and I have read several over the years. I picked this book up anticipating yet another rehash of ITIL. Five minutes into the first chapter, I knew this book was different." Steve Janssen
ITIL Service Manager, Service Quality Consultant
Plexant |
