ITIL V2 Manager's Certificate in IT Service Management - Part 1 Service Support

Prerequisites:

The courses will be of benefit to IT professionals who:

- hold responsible positions in IT service provision
- require a knowledge of the interface between, and management reporting procedures within the service provision functions
- are considering implementing all or part of the IT Infrastructure Library or are considering implementing a quality management system within the IT service provision area conforming to ISO 9000/BS 5750.

Delegates must meet the following minimum criteria:

- Holder of the Foundation Certificate in IT Service Management
- IT practitioner/supervisor with a least five years' general IT experience and at least two years experience at a management/supervisory level
- Responsibility for taking substantial technical decisions affecting the support or delivery of IT services
- The ability to communicate effectively with managers, subordinates, colleagues, users and customers at all levels of seniority

Course Description:

Service Support constitutes part one of the four stage manager's certificate programme. Upon successful completion of this course delegates must attend the Service Delivery course before going on to sit the Service Support and Service delivery 3 hour exams.

This course provides comprehensive in-depth training in supporting IT services. It is accredited by, and follows the syllabus specified by the Information Systems Examination Board of the British Computer Society () and forms one half of the training leading to the examinations for the ISEB Managers Certificate in IT Service Management (the other half being Service Delivery). The Foundation Certificate in IT Service Management is a prerequisite for this course and qualification.

The course covers the entire scope of the IT Infrastructure Library® (ITIL®) Service Support publication as formulated by the UK Office of Government Commerce (OGC) in detail and provides extensive case study based group exercises to reinforce how to apply the knowledge gained.

ITIL® provides a vendor and technology independent set of best practice around how to manage IT services in the most efficient and effective way. It is rapidly becoming globally accepted as a starting point for service improvement and is supported by an associated British (soon to be ISO) Standard; BS15000. More information can be found at:

(ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office)

(IT Infrastructure Library ® is a Registered Trade Mark of the Central Computer and Telecommunications Agency which is now part of the Office of Government Commerce)

The course is comprised of approximately 50% lecture sessions the remainder consisting of case study based group exercises and practice examination questions. Some overnight reading, revision and exercises are included and delegates will need to plan to spend 60-90 minutes each evening on these.

On the final day, a mock examination of 3 hours duration is taken under full examination conditions

ISEB examination

The ISEB exam takes place on dates defined by the ISEB, It is recommended by the ISEB that a period of at least a month be allowed between attending the course and taking the examination. The Manager's Certificate in IT Service Management is awarded upon passing both the Service Support and Service Delivery exams. Delegates may optionally attend an ITIL® revision day as a refresher prior to taking the exam (course code QASMRD) Candidates with special examination requirements should consult the ISEB web site () for the ISEB Reasonable Adjustments policy. Note that we must be advised at least four weeks in advance of any special requirements.

This course includes the following modules:

Configuration Management

• Configuration Items and their relationships
• Planning control, levels, variants, models, versions and copies
• Naming conventions
• baselines
• Building, implementing and managing a configuration management database
• Using it to manage problems and changes
• Configuration audits
• The Definitive Software Library (DSL)
• Definitive Hardware Store (DHS)
• Software Licence Management
• Change & Configuration Management (C&CM) Plan

Service Desk

• The Service Desk Function and role
• Interface between IT and users
• Business Process Support
• Local, central and virtual Service Desks
• Reporting IT Service Quality
• Structuring the Service Desk
• Service Desk Education and Training
• Use of knowledge bases
• Outsourcing the Service Desk

Incident Management

• The Incident Management Process
• First line incident support
• Business Application Support
• Designing the incident management process
• Coding systems and use of scripts
• Incident record content
• Escalation

Problem Management

• Incidents, problems and known errors
• Problem control and prevention
• Error control procedures
• Coding systems for problem/error categorisation impact, urgency and priority
• Proactive Problem Management
• Problem solving techniques

Change Management

• Organisation of the Change Management function
• Role of the Change Advisory Board
• Procedures for handling requests for change
• Priority levels and handling urgent changes
• Change authorisation
• Scheduling, testing, backout plans and implementation of changes
• Interface with project management
• Change & Configuration Management (C&CM) Plan
• Change Models

Release Management

• Storage and protection of management-authorised software in both centralised and distributed systems
• The Definitive Software Library
• Release of software and/or hardware into the live environment
• Distribution of software
• Implementation (bringing into service) of software and/or hardware
• Client-server and Internet issues