IT Service Management
Course Listings

For further information, or to make a telephone booking, or to receive a competitive quotation for an in-house course, you can call Pentland Training now on 0800 328 2766.

All of our training courses can be delivered on your own site, at Pentland Training facilities, or at an off-site venue.

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3-day ITIL Foundation

5-day PRINCE2™ Practitioner

4-day Business Analysis

3-day Project Management Fundamentals

Course Title:
ITIL Service Support (ISEB Managers Certificate)

Duration: 5 days

Next Public Course Date(s):
Please contact us on 0800 328 2766 for next dates

Price: £1,645 (+VAT) per delegate

Course Overview
This five-day instructor-led workshop, together with the Service Delivery Workshop, is based on the IT Infrastructure Library and is suitable preparation for those wishing to take the examination leading to the ISEB Certificate in IT Service Management.

The course will be delivered using a number of techniques: formal lecturing, group discussions, syndicate discussions, presentations, individual exercises and exam questions.

Students will be required to do some syndicate work / self study in the evenings.

This intensive workshop is intended for experienced Service Management Consultants and Line Managers with responsibilities for the day to day running of the operations and support of an IT Infrastructure.

A copy of the ITIL Service Support book is provided for each delegate.

The course and trainers are fully accredited by the BCS/ISEB.

Recommended Follow-Up Training
Participants wishing to take the ISEB examination leading to the Certificate in IT Service Management should also attend the ITIL Service Delivery course (if not already taken), and the 1-day Exam Preparation.

Course Objectives


Delegates will learn how to

Appreciate and use the main features of the ITIL Service Support disciplines

Configuration Management, Incident Management, Problem Management, Change Management, Service Desk and Release Management to the benefit of their organisations.

Plan, design, implement and operate within each of the IT Service Support modules.

Prerequisites


Attendees must have five years relevant IT experience and have passed the ITIL Foundation examination.

Course Content


IT Service Support Overview

Why Service Management?

Service Support’s relationship with Service Delivery

Configuration Management:

Configuration Identification, Configuration Management Database, Configuration Audits & Control, Status Accounting, Planning and Managing Configuration Management, Costs & Benefits

Service Desk:

Incident Data Capture, Customer / User requirements, Promoting IT Services, Planning for the Service Desk, Managing the Service Desk

Incident Management:

Dealing with incidents, Managing incidents, Progressing Incidents

Problem Management:

Root Cause Analysis, Processes, Problem and Error Control, Planning for Problem Management, Managing Problem Management

Change Management:

Change Management Components, Requests for Change, Change Authorisation, Change Build & Test, Review, Urgent Change

Release Management:

Why have Release Management? What is Release Management? Planning for Release Management, Managing Release Management, Software & Hardware Control



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