ITIL V2 Manager's Certificate in IT Service Management - Part 2 Service Delivery

Prerequisites:

Prior to attending this course delegates must have successfully completed The Service Support course before going on to sit the Service Support and Service delivery 3 hour exams.

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 Delivery constitutes part two of the four stage Manager's certificate programme. Prior to attending this course delegates must have successfully completed The Service Support course before going on to sit the Service Support and Service delivery 3 hour exams.

This course provides comprehensive in-depth training in delivering 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 Support). 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 Delivery 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:

Service Level Management

• Planning, negotiating and managing Service Level Requirements and Agreements
• Structure and content of typical Service Level Agreements
• Key service items
• The SLM process
• Monitoring, reporting & reviewing
• Service Targets
• Underpinning contracts and OLAs
• Service Improvement Programs (SIPs)

Capacity Management

• Business Capacity Management
• Service Capacity Management
• Resource Management
• Modelling and simulation
• Building a capacity management database
• Demand management
• Application sizing
• Capacity Planning

IT Service Continuity Management

• Loss of IT service
• Risk analysis and management
• IT recovery options
• Creating an ITSCM plan
• Implementing and testing the plan
• Links to Business Continuity Plans
• Return to normal

Financial Management for IT Services

• Budgeting, IT Accounting & Charging
• Building Cost Models
• The importance of money as a management metric
• Investment appraisal
• Charging policy & pricing methods

Availability Management

• Planning and maintaining IT services
• Recovery of failed systems
• Ensuring that the availability and reliability of IT services to customers is in accordance with Service Level Agreements
• Availability plans
• Vital Business Functions (VBF)
• Methods & Techniques
• Security