Instructor-led training (
ILT)
Onsite dedicated training (
OST)
Price
USD $3,675
CAD $3,890
Special note
Please read our ITSM Service Managers FAQ for a lot of critical information that explains the Managers certification requirements and process.
The exam institute administering the Service Manager exams has strict registration deadlines. Students registering for the exams U3269S and U3270S must register for these exams at least 4 weeks prior to exam date.
HP Education strongly recommends that students bring a copy of ISBN #0113300174 ITIL Service Delivery book and ISBN #0113300158 ITIL Service Support Book and the ISBN #0-9254706-40 pocket guide with them to the class. These books are available from a number of sources, including:
Students may also bring a laptop to class to utilize for group activities. This is not required.
Completion of this course can earn PMI members 25.25 PDU credits.
Course overview
This 5-day course is based on the Service Management model described in the IT Infrastructure Library ITIL. The course uses experiential education methods to build individual knowledge and skills within a group context. Students work through the theory interactively in classroom discussions and small groups, and make extensive use of case studies and practical exercises. Mock exams and homework are set each day to prepare delegates for the final written exam. The course is designed to be taken on its own, or together with the Manager's Course in IT Service Management: Service Delivery.
Prerequisites
The course is required for any student wishing to take the ISEB or EXIN exams for the certificate in IT Service Management
The student needs to have passed the ITIL foundation exam from either ISEB or EXIN
Audience
IT infrastructure service managers
IT professionals responsible for system and network administration
Organization and information consultants
Ways to save
Save with the HP Care Pack education service offerings.
Upon completion of the Manager's course in IT Service Management: Service Support, the successful student should:
Understand how the ITIL Service Support processes can facilitate the alignment of IT process to business objectives
Understand the ITIL Service Support model sufficiently to be able to develop, implement and manage IT services
Be able to develop a Service Support reference model for an organization.
When taken together with the Manager's course in IT Service Management: Service Delivery, be able to take and pass the Service Delivery and Service Support exams for the Manager's Certificate in IT Service Management
Benefits to you
Certification is recognized by the IT Service Management Forum (ITSMF) and the Institute of Data Processing Managers (IDPM)
Certificate holders are recognized internationally as having achieved a high level of standing in their profession
Next Steps
Manager's Course in IT Service Management: Service Delivery (U8688S)
Manager's certificate Service Support exam (U3269S)
Exam preparation: ITIL Manager in IT Service Management (H8990S)
Manager's certificate Service Delivery exam (U3270S)
Course outline
ITIL Overview
ITIL background
Business to IT alignment
Benefits and ROI discussion
Implementation options
Risks and possible problems
Configuration management
Identifying and using configuration information
Strategies for capturing and maintaining configuration data
Leveraging configuration management to deliver quality services
Change management
Defining and building an end-to-end change management process
Defining and using change models
Achieving a balance between control, flexibility and responsiveness
Release management
Defining release policies
Planning and deploying releases
Maintaining and using definitive software
Incident management
Restoring IT Services
Incident logging, tracking and escalation
Working with multiple levels of support
Problem management
The difference between incidents, problems and known errors
Printable version
