Global Knowledge-Business - February-June 2009 - (Page 54) ITIL v2 Service Manager Exam Prep Boot Camp Course Description Gain a deeper and more practical understanding of ITIL processes and key process-oriented and organizational implementation issues in this intensive Boot Camp. In this practical-oriented course, you’ll use case studies and participate in role-playing and presentations to test and improve your essential managerial skills. The course is divided into two 5-day classes with three to four weeks between the first and the second week. After the second week, students come together once more for two days to prepare for the exams and two days to take the IT Service Manager Certification exam from EXIN. Course 2832 You will earn 80 contact hours or PDUs upon completion of this course. Demonstrate an in-depth knowledge and practical application of IT Service Management. Course Content Week 1 – Service Support 1. Introduction to Service Support Processes 2. Continuous Service Improvement Program (CSIP) • CSIP Assignment • CSIP Presentation 3. Configuration Management • Configuration Management Assignment • Configuration Management Presentation 4. Service Desk Theory 5. Incident Management Theory • Configuration Management, Service Desk, and Incident Management Assignment • Configuration Management, Service Desk, and Incident Management Presentation 6. Problem Management • Problem Management Assignment • Problem Management Presentation 7. Change Management Theory • Change Management Assignment • Change Management Presentation 8. Release Management Theory • Release Management Assignment • Release Management Presentation 9. Service Support • Service Support Processes Assignment • Service Support Processes Presentation ITIL Foundation certification is required to take the Practitioner exam. Proof of certification must be provided 20 days prior to the start of class. What You'll Learn in Class • Record, guard, and improve the selected ITIL Process(es) • Analyze IT Service Management processes within an organization • Design the organizational structure for implementing processes • IT Service Management processes • Assess and audit IT Service Management processes • Implement change processes • Perform proper written communication (reports, memos, project plans) as well as verbal communication • Important management skills required to be an effective IT Service Manager Week 2 – Service Delivery 1. Introduction to Service Delivery Processes 2. Service Level Management Theory • Service Level Management Assignment • Service Level Management Presentation 3. Financial Management Theory • Financial Management Assignment • Financial Management Presentation 4. Availability Management Theory • Availability Management Assignment • Availability Management Presentation 5. Capacity Management Theory • Capacity Management Assignment • Capacity Management Presentation 6. IT Service Continuity Management Theory • IT Service Continuity Management Assignment • IT Service Continuity Management Presentation 7. Security Management Theory • Service Delivery Processes Assignment • Service Delivery Processes Presentation Week 3 – Exam Prep and Exams 1. Service Support Exam Prep 2. Service Delivery Exam Prep 3. Service Support Exam 4. Service Delivery Exam Who Needs To Attend IT Service Managers, ITIL Process Owners, ITIL Practitioners, ITIL Implementation Consultants Prerequisites • The Foundation Certificate in IT Service Management (required to take the Service Manager exam) • Excellent language and presentation skills, empathy, and experience running meetings and instilling teamwork • At least two years of professional experience as a manager or consultant in IT management Certification IT Service Manager Gain a deeper understanding of ITIL processes and key organizational implementation issues. Participate in role-playing and presentations to test and improve your essential managerial skills. Classroom Learning 14 days $8,660 80 PDUs Classroom Learning CA San Jose Mar 9-Apr 21 DC Washington Apr 20-Jun 2 GA Atlanta Apr 13-Jun 2 NC Raleigh NY New York On-Site Learning Call for info. May 4-Jun 16 May 4-Jun 16 This course is a combination of Self-Paced e-Learning and Virtual Classroom e-Learning. Date ranges (Kickoff Meeting to Virtual Boot Camp Review) are listed here. 54 There’s more to see at www.globalknowledge.com/business 1-800-COURSES http://www.globalknowledge.com/training/olm/go.asp?find=BIZA2832&country=United+States http://www.globalknowledge.com/business
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