Please read our ITSM Service Managers FAQ and Your ITIL Manager Journey for a lot of critical information that explains the Managers certification requirements, process, and exam preparation activities.
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. The course includes course projects designed to facilitate understanding of the material and how it can be applied in a practical situation. The course is designed to be taken with the course in IT Service Support.
Completion of this course can earn PMI members 32.5 PDU credits
Prerequisites
ITIL Foundation Certification: either v2 (H1846S ITIL Foundation for Service Management) or v3 (HF421 ITIL v3 Foundation)
The course is required for any student wishing to take the ISEB or EXIN exams for the certificate in IT Service Management
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 Delivery processes can facilitate the alignment of IT process to business objectives
Understand the ITIL Service Delivery model sufficiently to be able to develop, implement and manage IT services
Be able to develop a Service Delivery reference model for an organization
When taken together with the Manager's Course in IT Service Management: Service Support, 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
ITIL Managers Exam Prep: Tips and Techniques for Planning, Studying for, and Taking the Exam (HH026S)
ITIL Managers Exam Prep: Case Study Analysis (H8990S)
Manager's certificate Service Support exam (U3269S)
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
Service level management
Defining IT services
Determining service level requirements
Structuring and negotiating service level agreements
Service level measurement
Financial management
Balancing service quality with costs
Designing a cost model
Communicating financial information to the business
Capacity management
The capacity management process
Capacity management tools and techniques
Aligning infrastructure capacity to service level requirements
Availability management
Defining and measuring IT availability from a business perspective
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