v2 Manager's Delivery

ITIL®

Duration: 5 days
Prices From: £1,315 per delegate (excluding VAT)

Online Resources High Quality Colour Courseware Post Course Tutor Support All Lunch and Refreshments Inclusive Pass Guarantee Scheme All Course Materials Inclusive

Course Outline

The ITIL v2 Manager's Delivery course is an intensive workshop intended for experienced Service Management Consultants and Line Managers with responsibilities for the day to day running of Data Centres, Computer Operations, Communications Networks or an IT Infrastructure in general.

It is recommended that participants attend the ITIM Service Support Workshop first.

The ITIL v2 Manager's Delivery course is inclusive of colour courseware, examinations, refreshments & lunch, post course tutor support, and pass guarantee.

ITIL v2 Manager's Delivery Course Schedule >>

Course Overview:

This workshop, together with the ITIM Service Support Workshop, is based on and supplements the IT Infrastructure Library and is suitable preparation for those wishing to take the ISEB examination, leading to the Certification in IT Infrastructure Management: Service Management. Students wishing to take this course must hold the Foundation Certificate in IT Service Management.

The course has been updated for the change of syllabus in the ISEB examinations which came into effect in July 2001. All students attending this course will receive their own copy of the latest OGC (previously known as the CCTA) publication "ITIL Best Practice for Service Delivery". This book will be used throughout the course and will prove invaluable when implementing and / or managing Service Delivery disciplines at the work place.

Topics:

    IT Service Support Review

    • Configuration Management
    • Service Desk
    • Incident Management
    • Problem Management
    • Change Management
    • Release Management
    • Relationships between Service Support and Service Delivery modules

    Service Level Management Overview

    • The Requirement
    • Service Level Agreement definition
    • Service level Management in context

    Financial Management

    • Introduction
    • Accounting and Charging
    • Planning for Financial Management
    • Costs & Benefits

    Capacity Management

    • Introduction
    • Capacity Management Components
    • Planning for Capacity Management
    • Performance Management
    • Capacity Plan
    • Costs and Benefits

    Availability Management

    • Introduction
    • Measurement
    • Reporting
    • Planning for Availability Management

    IT Service Continuity

    • Introduction
    • Risk Analysis
    • Threat Analysis
    • Contingency Plan
    • Costs and Benefits

    Service Level Management

    • Planning
    • The Customers
    • The Services
    • Service Level Agreements
    • Monitoring and Measurement

Course Objectives:

On successful completion of the course the participants will be able to:

  • Describe a method for managing the IT Infrastructure (developed to the ISO 9001 standard).
  • Describe the main features of the Service Delivery disciplines: Service Level Management, Financial Management, Capacity Management, Availability Management and IT Service Continuity.
  • Understand the need for software tools and describe their strengths and weaknesses.
  • Plan, design, implement and operate within each of the IT Service Delivery Modules.

Who will Benefit:

Attendees must have five years relevant IT experience and have passed the ITIL Foundation exam if they wish to take the Managers' examination.

Course Material

The course will be delivered using a number of techniques:

  • Formal lecturing.
  • Group discussions.
  • Syndicate discussions and presentations.
  • Individual exercises.

In addition participants will be issued with a detailed case study. Students should familiarise themselves with this during the course and in the evening for course exercises. It is strongly recommended that delegates stay locally to allow yourself time for evening syndicate work and self-study preparatory sessions.

Pre-requisites:

Attendees must have five years relevant IT experience and have passed the ITIL Foundation exam if they wish to take the Managers' examination.

Public Course Schedule

Here are some upcoming courses from our public schedule, for a full list of dates please view our course schedule.

v2 Manager's Delivery (Non-Residential)
Location Start Date Days Price
ex. VAT		 Offers
ex. VAT
Next »
London 09/08/2010 5 £1,315 Book Enquire

Private On-Site Training

This course can also be taught privately at your workplace by our accredited trainers, for more information read about our on-site training.

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