ITIL Service Managers Course Fact Sheet

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1 ITIL Service Managers Course Fact Sheet 10+2 Days I Classroom I ITL1040 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 processes, such as, Problem, Release, Change,,, Service Continuity, and and Capacity. 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.

2 ITL1040 ITIL SERVICE MANAGERS COURSE English Japanese ITL1040 ITLJ1040 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 practicaloriented 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. After the second session, participants come together once more for 2 days to prepare for the exam using the examination case study. 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 and processes. Understand the structure of ITIL best practices. Identify the ITIL processes important for IT Service. Analyze the organizational impact of implementing IT Service 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, 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 Course Student Material Copy of visual aids used in the classroom Practice exam, case study, homework, and assignments ITSM Handbook Required reference material for the class are to be made available by the training organizer for students during the classroom training: ITIL (ISBN ) ITIL (ISBN )

3 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 processes within an organization. Design the organizational structure for implementing processes. Describe IT Service processes. Assess and audit IT Service 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 Classroom with a U-shaped seating arrangement Minimum two break-out rooms Whiteboard, flipchart, and projector Conference call that takes place 2 weeks before the start of the class 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 Course Agenda Please note that this schedule is a guide. During the classroom, deviations from this plan are possible. Student Preparation for Week 1 - Day 1 Read the book. Read the Coffee Company case study. Student Preparation for Week 2 - Day 1 Read the book.

4 FIRST WEEK Week 1 Day 1 Week 1 Day 2 Week 1 Day 3 Opening, Introduction & ITSM Break 10:30 10:45 Opening, Introduction & ITSM Lunch 12:15 13:15 09: Recap 1st day 09:00 09:30 Recap 2nd day 09:00 09:45 09:30 10:30 Break 10:30 10:45 Break 10:30 10:45 CSIP 13:15 14:45 Lunch 12:15 13:15 Lunch 12:15 13:15 Break 14:45 15:00 CSIP 15:00 16:30 s Service Desk 13:15 14:30 CSIP 16:30 17:15 Break 15:00 15:15 Session title Week 1 Day 4 Service Desk, Service Desk and 13:15 14:45 14:30 15:00 Break 14:45 15:00 15:15 16:45 16:45 17:15, Service Desk and Week 1 Day 5 Problem 15:00 15:45 15:45 17:15 17:15 17:30 Recap 3rd day 09:00 09:45 Recap 4th day 09:00 09:45 Problem Release Break 10:30 10:45 Break 10:30 10:45 Problem Recap Release 10:45 11:45 Lunch 12:15 13:15 Release 11:45 12:15 Change 13:15 14:45 Lunch 12:15 13:15 Break 14:45 15:00 Processes 13:15 15:00 Change 15:00 16:30 In course assessments 13:15 15:00 Change 16:30 17:00 Break 15:00 15:15 17:00 17:15 In course assessments Processes Processes 16:00 17:15 17:15 17:30

5 SECOND WEEK Session title Week 2 Day 1 Recap Service Support Intro Service Delivery processes Week 2 Day 2 Week 2 Day 3 09:00 10:00 Recap 1st day 09:00 09:45 Recap 2nd day 09:00 09:45 10:00 10:30 Break 10:30 10:45 Break 10:30 10:45 Break 10:30 10:45 Lunch 12:15 13:15 Lunch 12:15 13:15 Lunch 12:15 13:15 13:15 14:15 14:15 15:00 13:15 14:45 Break 15:00 15:15 Break 15:00 15:15 Week 2 Day 4 15:15 16:30 16:30 17:00 17:00 17:15 13:15 14:45 14:45 15:00 Break 14:45 15:15 15:15 16:45 16:45 17:15 17:15 17:30 Capacity Week 2 Day 5 16:00 17:00 17:00 17:15 Recap 3rd day 09:00 09:45 Recap 4th day 09:00 09:45 Capacity IT Service Continuity Break 10:30 10:45 Break 10:30 10:45 Capacity Security Lunch 12:15 13:15 Lunch 12:15 13:15 Capacity 13:15 15:00 Processes 13:15 15:00 Break 15:00 15:15 In course assessments 13:15 15:00 IT Service Continuity IT Service Continuity 17:15 17:30 Break 15:00 15:15 16:00 17:15 In course assessments Processes 16:00 17:00

6 EXAM PREPARATION DAY 1 Subject / Slide Exercise Exam Prep day 1 09:00 10:00 10:00 10:30 Recap theory processes Analyzing the case A presentation of each group about the result of the analysis. Split up in three of four groups and let them analyze the case focused on the processes. For each process describe the benefits, possible problems and relationships with other processes. Break 10:30 10:45 10:45 11:30 Analyzing the case Continued exercise 11:30 12:15 of the team results of the analysis of the processes, including discussions. Lunch 12:15 13:15 Exam hints 13:15 13:45 13:45 15:00 Break 15:00 15:15 15:15 16:30 16:30 17:30 about: Service Desk Problem about: Change Release Recap / evaluation / discussion about sample answers pre exam exam hints.ppt Service Exam.zip Sample answers based on the case.

7 EXAM PREPARATION DAY 2 Subject /Slide Exercise Exam Prep day 2 09:00 10:00 Recap theory Service Delivery processes 10:00 10:30 Analyzing the case A presentation of each group about the result of the analysis. Split up in three of four groups and let them analyze the case focused on the processes. For each process describe the benefits, possible problems and relationships with other processes. Break 10:30 10:45 10:45 11:30 Analyzing the case Continued exercise 11:30 12:15 Lunch 12:15 13:15 13:15 15:00 Break 15:00 15:15 16:00 17:00 about: about: Capacity IT Service Continuity Security Recap / evaluation / discussion about sample answers pre exam of the team results of the analysis of the Service Delivery processes, including discussions. Sample answers based on the case. ITIL is a registered trademark of the Office of Government Commerce (OGC), Rosebery Court, St. Andrew s Business Park, Norwich, Norfolk, NR7 OHS, UK.

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