Duration:
A 4 Day Course

Overview:
This intensive workshop is intended for experienced Service Management Consultants and Line Managers with responsibilities for the day-to-day running of Data Centres, Computer Operations, Communications Networks or an IT Infrastructure in general.
It is recommended that participants attend the ITIM Service Support Workshop first.

This workshop, together with the ITIM Service Support Workshop, is based on and supplements the IT Infrastructure Library and is suitable preparation for those wishing to take the ISEB examination, leading to the Certification in IT, IT Infrastructure Management Service Management.

Students wishing to take this course must hold the Foundation Certificate in IT Service Management.

The course has been updated for the change of syllabus in the ISEB examinations which came into effect in July 2001. All students attending this course will receive their own copy of the latest OGC publication "ITIL® Best Practice for Service Delivery". This book will be used throughout the course and will prove invaluable when implementing and/or managing Service Delivery disciplines the work place.

What will I learn?

The course will be delivered using a number of techniques:

• Formal lecturing.
• Group discussions.
• Syndicate discussions and presentations.
• Individual exercises.

In addition, participants attending this course before the ITIM-SS course, will be sent the detailed case study. Students should familiarise themselves with this prior to attending in preparation for course exercises. It is recommended that participants are residential in order to take part in the evening syndicate work and self-study preparatory sessions

Prerequisites:
Attendees must have five year's relevant IT experience and have passed the ITIL® Foundation exam if they wish to take the Managers' exam.

How will I benefit?
On successful completion of the course the participants will be able to:

• Describe a method for managing the IT Infrastructure (developed to the ISO 9001 standard).
• Describe the main features of the Service Delivery disciplines: Service Level Management, Financial Management, Capacity Management, Availability Management and IT Service Continuity.
• Understand the need for software tools and describe their strengths and weaknesses.
• Plan, design, implement and operate within each of the IT Service Delivery Modules.

Who should attend?
Attendees must have five years relevant IT experience and have passed the ITIL® Foundation exam if they wish to take the Managers' exam.

Topics

IT Service Support Review

• Configuration Management
• Service Desk
• Incident Management
• Problem Management
• Change Management
• Release Management
• Relationships between Service Support and Service Delivery modules

Service Level Management Overview

• The Requirement
• Service Level Agreement definition
• Service level Management in context

Financial Management

• Introduction
• Accounting and Charging
• Planning for Financial Management
• Costs and Benefits

Capacity Management

• Introduction
• Capacity Management Components
• Planning for Capacity Management
• Performance Management
• Capacity Plan
• Costs and Benefits

Availability Management

• Introduction
• Measurement
• Reporting
• Planning for Availability Management

IT Service Continuity

• Introduction
• Risk Analysis
• Threat Analysis
• Contingency Plan
• Costs and Benefits

Service Level Management

• Planning
• The Customers
• The Services
• Service Level Agreements
• Monitoring and Measurement