| ITIL Service Manager Certification 13-day training course delivered in three learning segments over a 6 to 8 week period, $8,500  |
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Overview
This EXIN accredited ITIL masters training course is the highest achievement in ITIL training and certification. The path to earning an ITIL Service Manager certification is an intense 13-day in-course learning experience with expected interim self study. The training is delivered as 40% theory and 60% practical application through case studies. Participants are also evaluated during the training course on their presentation and communication skills.
Our success rate for the two certification exams are:
- Service Support - 79%
- Service Delivery - 76%
Participants who have passed the assessment during this course and achieved at least a score of 50% on each of the two 3-hour exams based on case studies presented to them during this course will earn the "Manager's Certificate in IT Service Management" awarded by EXIN also referred to as 'Masters in IT Service Management'.
You'll learn how to execute the following:
- Record, guard, and improve the selected ITIL Process(es)
- Analyze IT Service Management processes within an organization
- Design the organizational structure for implementing processes
- IT Service Management processes
- Assess and audit IT Service Management processes
- Implement change processes
- Perform proper written (reports, memos, project plans) and verbal communication
- Identify important management skills required to be a good service manager
Instructors:
Our instructors for this course hold more than 10 years of management experience
in ITSM implementation and have years of hands-on IT practitioner experience,
enabling them to effectively intertwine theory and real life stories and
scenarios. All instructors for this course hold a manager's certificate in
IT service management and the most senior of them hold a distinction in that
certificate. Using the highest quality content, this training style encourages
active group participation, allowing all learners to bring from class a wealth
of practical knowledge.
Instructors are available throughout the course duration (6 to 8 week period) for questions and discussion.
Intended Audience:
Professionals involved in ITIL implementation, IT service management or ITSM
project management. Typical roles include; IT management, business management,
practitioners, process owners and project managers.
Prerequisites:
ITIL Foundation Certification. Additionally, learners should have a minimum
of two years IT management or supervisory experience and preferably two or
more years experience in an IT service management environment.
Delivery Method:
The ITIL Service Manager's course is delivered in three learning segments
over a 6 to 8 week period. Our EXIN accredited course differs from the industry
norm, which strongly attributes to our successful pass rate.
Week 1
- Service Support (5 days)
Week 2
- Service Delivery (5 days)
Week 3
- Instructor led review case studies & both exams (3 days)
A combination of lecturing, group/individual assignments and case studies ensure a highly interactive and thorough learning experience. Some of the key elements are:
- Reference friendly learner manual and study guide
- Comprehensive, realistic case study and hands-on experience in each process
- In-course assessment - candidates are evaluated on required management skills, increasing practical knowledge and experience
- Exam preparation to ensure maximum opportunity to succeed, including nightly practice examination questions (objectively marked and commented on, during class, to examination board standards)
- The office of government commerce (OGC) book: Best Practice for Service Support
- The office of government commerce (OGC) book: Best Practice for Service Delivery
Upon completing this course, attendees will have attained expertise to:
- Design organizational structures based on the ITIL process framework
- Demonstrate management skills for achieving sustained operational excellence
- Evolve a business centric IT organization focused on service quality improvement
- Measure and maintain customer driven service levels
- Control and reduce IT costs through infrastructure optimization and forecasting
Agenda
Part 1: Service Support
Day 1
- Introduction to ITIL
- Introduction to Service Support
- Service Desk/Incident Management.
- Working in Teams
- Case Exercise
Day 2
- Reflection & Review
- Problem Management
- Case Exercise
Day 3
- Reflection & Review
- Configuration Management.
- Case Exercise
Day 4
- Reflection & Review
- Change Management
- Case Exercise
Day 5
- Reflection & Review
- Release Management
- Case Exercise
- Communication Planning
Part 2: Service Delivery
Day 1
- Introduction to Service Delivery
- Service Level Management.
- Case Exercise
Day 2
- Reflection & Review
- Availability Management.
- Case Exercise
Day 3
- Reflection & Review
- Capacity Management
- Case Exercise
Day 4
- Reflection & Review
- Continuity Management.
- Case Exercise
Day 5
- Reflection & Review
- Finance Management
- Case Exercise
- CSIP - Business & IT Alignment
Part 3: Preparation and Exam
Day 1
- Review Case Study
Day 2
- Review Case Study
- Service Support Exam
Day 3
- Service Delivery Exam
Registration
Fees
The per student registration fee for this seminar is $8,500. Class begins
at 8:00 AM each day and conclude at 5:00 PM. Dress is business casual.
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| July 21-Aug 21 July 21-25: Service Support Aug 4-8: Service Delivery Aug 18-21: Review & Exams |
Ft. Lauderdale* | Florida Training Ctr
( ) |
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| Aug 11-Sept 24 Aug 11-15: Service Support Sept 8-12: Service Delivery Sept 22-24: Review & Exams |
Morristown, NJ | Morristown Offices
() |
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| Aug 25-Oct 8 Aug 25-29: Service Support Sept 22-26: Service Delivery Oct 6-8: Review & Exams |
Washington, DC | Arlington Center
() |
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| Sept 8-Oct 16 Sept 8-12: Service Support Sept 22-26: Service Delivery Oct 13-16: Review & Exams |
Dallas, TX | Crestview Training Ctr
() |
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| Sept 8-Oct 22 Sept 8-12: Service Support Oct 6-10: Service Delivery Oct 20-22: Review & Exams |
Chicago, IL | Schaumburg Offices
() |
|
| Sept 29-Nov 13 Sept 29-Oct 3: Service Support Oct 20-24: Service Delivery Nov 10-13: Review & Exams |
San Francisco, CA | San Francisco Offices
() |
|
| Sept 29-Nov 22 Sept 29-Oct 3: Service Support Oct 27-31: Service Delivery Nov 20-22: Review & Exams |
New York, NY | New York Offices
() |
|
| Oct 6-Nov 13 Oct 6-10: Service Support Oct 20-24: Service Delivery Nov 10-13: Review & Exams |
Dallas, TX | Crestview Training Ctr
() |
|
| Oct 13-Dec 3 Oct 13-17: Service Support Nov 10-14: Service Delivery Dec 1-3: Review & Exams |
Atlanta, GA | Atlanta Training Ctr
() |
|
| Nov 3-Dec 17 Nov 3-7: Service Support Dec 1-5: Service Delivery Dec 15-17: Review & Exams |
Raleigh, NC | Cary Training Ctr
() |
* Ft. Lauderdale classes begin at 9:00 AM each day and conclude at 5:00 PM.
Click here to learn about
,
dates & locations
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative and material fees of $1200. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative and material fees of $1200, toward any other Resource Center seminar.
In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
Seminar agenda subject to
change.
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