ITIL Manager Service Delivery

Managers, consultants and experienced development, support and operations practitioners, who make substantial technical decisions affecting the delivery of IT services.

Staff who are implementing a Service Management process which will operate within ISO9000/BS5750, BS7799, BS15000, ISO20000 standards.

Staff who require the internationally recognised Managers Certificate in IT Service Management and already hold the Foundation Certificate in IT Service Management.

Consolidate the experience of seasoned IT professionals in the context of internationally accepted industry "best practice".

Delegates will examine the business, management, technical and operational issues associated with each of the Service Delivery components and formulate improvement strategies and processes.

This course will enable delegates to:

• Plan, Manage and Implement ITIL based Service Delivery processes
• Describe the mission, goals, dependencies, staffing issues, project stages, benefits, costs and possible problems, tools and management issues
• Practice for the ISEB Managers Certificate examination.

 

Ideally at least five years relevant IT experience, with at least 2 years at a management/supervisory level.

Examination candidates MUST hold the Foundation Certificate in IT Service Management. Holders of the Foundation Certificate in ITSM gained before August 2001 will need to update their knowledge to Version 2 or 3 of the ITIL best practice, before attending this course.

• Introduction
  • 'World class' IT Service Delivery
  • The links to Application, ICT, HR, Programme, systems, security and network management
  • ISO9000/BS5750, BS15000: 2000, BSI DISC PD0005 and BS7799
  • Review of the ITIL approach for each service delivery process (mission, objectives, processes, tools, dependency benefits, costs and possible problems).
• The ISEB Syllabus
  • Service Level Management (SLM)
  • Availability Management (AM)
  • Capacity Management (CM)
  • Business Continuity (BC) and IT Service Continuity Management (ITSCM)
  • Financial Management for IT Services (FMITS)
    

There is no exam included within the course - but many delegates will wish to undertake the sister course (ITIL Manager - Service Support) in order that they are eligible to sit the ITIL Manager's Certificate in IT Service Management (see ITIL Certification Tracks).