Duration:
5 Days

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.

This workshop, together with the ITIM Service Delivery Workshop, is based on and supplements the IT Infrastructure Library and is suitable preparation for those wishing to take the examination leading to the ISEB Certificate in 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 (previously known as the CCTA) publication "ITIL® Best Practice for Service Support". This book will be used throughout the course and will prove invaluable when implementing and / or managing Service Support disciplines at 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 will be issued with a detailed case study. Students should familiarise themselves with this during the course and in the evening for course exercises. It is strongly recommended that participants are residential in order to take part in the evening syndicate work and self-study preparatory sessions.

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 Support disciplines: Configuration Management, Incident Management, Problem Management, Change Management, Service Desk and Release Management.
• Understand the need for software tools and describe their strengths and weaknesses.

Plan, design, implement and operate within each of the IT Service Support 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 Overview

• Why Service Management?
• Service Support modules
• Relationship with Service Delivery modules

Configuration Management

• Configuration Identification
• Configuration Management Database
• Configuration Control
• Configuration Status Accounting
• Configuration Audits
• Planning for Configuration Management
• Managing Configuration Management
• Costs & Benefits

Service Desk

• Data Capture
• User Requirements
• Planning for the Service Desk
• Managing the Service Desk

Incident Management

• Dealing with incidents
• Managing incidents

Problem Management

• Problem Management Functions
• Incident, Problem and Error Control
• Planning for Problem Management
• Managing Problem Management

Change Management

• Change Management Components
• Requests for Change

Release Management

• Why have Release Management?
• What is Software Release Management?

Planning for Release Management

• Managing Release Management