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Managers Certificate In It Service Management - Service Delivery

in Hemsley Fraser (England)

Classes Course

Place:

London

Price:

£1,450 + VAT

Duration:

5 Days

Start:

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Course objectives:

At the end of the course, delegates will be able to:

  • Understand the design, implementation and management of an ITIL based Services Framework.
  • Be prepared for taking the ISEB examinations.
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    Course details

    Type Course Duration 5 Days
    Method / place Contact course provider Classes in London where
    Suitability The courses are aimed at IT Managers and Practitioners who have been in IT for at least five years, have relevant experience and hold the ISEB/EXIN Foundation Certificate in IT Service Management. Delegates are required to meet the following prerequisites: Completion of SME ITIL Service Management Essentials course.
    Course objectives At the end of the course, delegates will be able to:
  • Understand the design, implementation and management of an ITIL based Services Framework.
  • Be prepared for taking the ISEB examinations.
    Price £1,450 + VAT
    Get direct information on how to enrol, venues and availability...

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    Course programme

    Managers Certificate In It Service Management - Service Delivery
    ITIL SERVICE DELIVERY (5 days) Service Level Management

    • Planning, negotiating and managing Service Level Agreements

    • Structure, content and wording

    • Key service items; monitoring and reporting

    • Service reviews and Service Improvement Programmes
    Financial Management for IT Services

    • Budgeting, IT accounting and Charging principles

    • Benefits of costing and charging

    • Charging policies, charging methods & impact on SLAs
    Availability Management

    • Planning and maintaining high availability systems

    • Risk analysis and management

    • Calculating and meeting service level availability and reliability targets
    Capacity Management

    • Building a capacity management database

    • Workload management, application sizing, resource management

    • Demand management, performance monitoring and tuning

    • Modeling and capacity planning
    IT Service Continuity Management

    • Developing an IT Service Continuity Plan and interfacing into an organisation's Business Continuity Plan

    • Business impact analysis, risk analysis, continuity options

    • Implementation, testing and ongoing maintenance of the plan ITIL SERVICE SUPPORT (5 days)
    Configuration Management

    • Basic concepts and terminology

    • Configuration breakdown and relationships

    • Building, implementing and managing a configuration management database (CMDB)

    • Using a CMDB to manage incidents, problems & changes
    Incident Management

    • First line incident management

    • Interface between IT and users

    • Incident logging and escalation

    • Coding systems, diagnostic aids

    • Service quality metrics and reporting

    • Service desk types & the staff skills required

    • Service desk contribution to the quality of the overall service provision
    Problem Management

    • Incidents, problems and known errors

    • Problem control and prevention

    • Analysis and targeting techniques

    • Categorisation, priority and severity coding provision
    Release Management

    • Storage, control and release of authorised software/hardware

    • Definitive Software Library (DSL) and Definitive Hardware Store (DHS) with interfaces to the configuration management system
    Service Management Tools

    • The tools available and selecting the most appropriate tool for your organisation

    REVISION DAY (1 day) Examination tips

    • Advice and guidance on answering examination questions

    • Key points for each Service Management process to aid revision

    • Familiarity with the examination 'case study'
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    Where London, 13 Grosvenor Place
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    On Hemsley Fraser

    Provider description
    Hemsley Fraser is a global innovator and leader in learning and people development. We have the confidence to guarantee the success of our work and help organisations and people to succeed and improve through our innovative and robust learning solutions.

    With a strong UK, European and North American presence and a global network of over 400 professionals, we bring a comprehensive range of people and organisational development capabilities to clients.

    In an increasingly competitive environment where your people are often the key differentiator, you need to think beyond the norm and continually raise the level of talent and skills in the organisation. Hemsley Fraser provides learning and development solutions that help clients to become higher-performing organisations.

    We develop learning solutions which:

    * Help Airbus to build planes more efficiently at the forefront of technological innovation and the customer experience.
    * Enable Norwich Union Life to deliver higher levels of customer satisfaction.
    * Ensure that MBDA has an organisation wide learning programme, delivered with measurable effectiveness and efficiency and which directly supports its strategy as a global player in its market.
    * Creates a large scale management capability to enable Royal Bank of Scotland Group to deliver operational and customer excellence, as one of the largest banking groups in the world.
    * Distinguish West Bromwich Building Society as an award winning high performer in its sector, which has been achieved through the commitment of its people.

    Our ability to think beyond learning distinguishes our approach and capability to make breakthrough performance a reality.

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