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ITIL® Service Manager Course
Course Number: ITIL-SERMGR
Category: Business Skills
Duration: 10.00 days
Description

The IT Infrastructure Library™ (ITIL®) Service Manager Course is the highest achievement in IT Service Management (ITSM). The path to earning certification is an intense 10-day in-course learning experience with expected interim self-study.

 

This course teaches an intensely practical and pragmatic approach to service improvement within a framework that encompasses every IT activity and the relationship of those activities in support of the customer’s business processes.

 

Our Service Manager course is not divided into the traditional Service Support and Service Delivery modules, as we believe that is a superficial representation of ITSM. In implementing ITSM best practices, all of the processes must be considered for their contribution to a Continuous Service Improvement Program (CSIP). Experience has taught us that concentrating on single processes – for example, on Service Support rather than Service Delivery – does not bring true success, as it minimizes the strong interdependencies between all of the processes.

The entire course is based on a comprehensive case study, which has been carefully constructed to represent a typical IT services organization and its customers, with all the expected strengths, weaknesses, opportunities and threats.

 

Throughout the course, including the time that delegates spend on practical group exercises and individual practice exam questions, attendees are encouraged to place themselves inside the case study organization and adopt the managerial role under discussion. In this way, they not only get a strong sense of what it is like to be a process manager but are able to draw on all their previous experience and contribute positively to the discussions and learning.

Target Audience

Professionals involved in ITIL® implementation, IT Service Management (ITSM), or ITSM project management. Typical Roles include:

  • IT Management
  • Business Management
  • Practitioners
  • Process Owners
  • Project Managers
Objectives

The ITIL® Service Manager is the highest achievement in ITIL® training and certification. The path to earning an ITIL® Service Manager certification is an intense 10-day in-course learning experience with expected interim self-study. The class covers 40% theory, maintaining 60% of the curriculum for practical application through case studies. Candidates are also evaluated in-course on their presentation and communication skills.

 

Upon completing this course, learners will be ITIL® Subject Matter Experts prepared to:

  • Design organizational structures based on the ITIL® Process Framework.
  • Demonstrate management skills for achieving sustained operational excellence.
  • Evolve a business-centric IT organization focused on service quality improvement.
  • Measure and maintain customer-driven service levels.
  • Control and reduce IT costs through infrastructure optimization and forecasting.
Prerequisites
  • ITIL Foundation Certification.
  • Learners should have a minimum of two years IT management or supervisory experience and preferably two or more years experience in an ITSM environment.   
Outline

This 10-day course is divided into two five-day sessions.

 

Week 1 topics:

  • The ITSM framework
  • Achieving change
  • Preparing for a CSIP
  • Service Level Management
  • The Service Desk
  • Incident Management
  • Problem Management

 

Week 2 topics:

  • Availability and Security Management
  • Configuration
  • Change and Release Management
  • Finance and Capacity Management
  • IT Service Continuity Management

 

A combination of lecturing, group/individual assignments and case studies ensure a highly interactive and thorough learning experience. Some of the key elements:
  • Thought-provoking assignments
  • In-course assessment – Candidates are evaluated on required management skills
  • 10 case study-based practice questions, which are marked and commented on to examination board standards
  • Exam preparation to ensure maximum opportunity to succeed

 

Delegates are supplied with detailed advice on how best to analyze exam questions and structure the answers. The inability to do this well is a major contributor to exam failures. A further 20 questions are supplied and delegates are encouraged to attempt as many of these as possible prior to taking their exam. If requested to do so, the tutors will also mark and comment on these.