ITIL® Service Manager Masters Course - Course Content

This training program has been structured to meet the requirements of the Manager's Certificate in IT Service Management. The program comprises four modules that set ITIL in a true business context and provide an in depth understanding of the 12 key ITIL Service Support and ITIL Service Delivery processes.  

For each process the following aspects are covered in-depth:

• Goals and objectives
• Input, output and activities as well as relationships with other ITIL processes
• Set up of performance indicators to measure and manage process effectiveness
• Roles and responsibilities of the people involved
• Guidelines for successful implementation
• Possible problems and key considerations when implementing ITIL
  

Module 1: ITIL in Business (3 days)

Provides a thorough analysis of ITIL in a business context:

• Assessing the maturity of processes
• Building a business case and a service improvement program
• Managing successful organisational change
• Integration of ITIL with the Balanced Score Card
• Planning to implement ITIL
  

Module 2: Service Support (3 days)

Provides an in depth understanding of the ITIL Service Support Processes:

• Service Desk (function)
• Incident Management
• Problem Management
• Change Management
  
• Release Management
• Configuration Management
  

Module 3: Service Delivery (4 days)

Provides an in depth understanding of the ITIL Service Delivery Processes:

• Service Level Management
• Financial Management
• Availability Management
• Capacity Management
• IT Service Continuity Management
• Security Management

Module 4: Review and Examination (2 days)

This final module provides a recap of all ITIL processes and preparation for the exam. There are two 3-hour exams on the last day leading to the Manager's Certificate in IT Service Management.