ITILŽ Managers - 12 Days incl. ITIL Review & ITIL Exams



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ITILŽ Managers - 12 Days incl. ITIL Review & ITIL Exams

Vendor Course Code:

Course Length:

12 days

Course Price:

$9,995.00 + GST

Availability:

If your preferred city or time is not currently listed, please call DDLS on 13 12 01 and we can try to accommodate your needs.

Overview:

The ITIL Manager's course is 12 days in length and includes 10 days course work, 1 day revision and 2 half-days for exams. Attendees that successfully complete the ITIL Manager's course are recognised with the Manager's Certificate in IT Service Management.

The ITIL Manager's course is designed for people that want to effectively implement ITIL and "make it happen". The course builds on the ITIL Foundation Certificate by investigating the ITIL theory more deeply and its practical application.

The class size is a minimum of 6 and a maximum of 16 people.

ITIL Manager's program dates - Sydney 2008
Session 1 - Service Support Processes 29 Sept -3rd October 08 - 5 days
Session 2 - Service Delivery Processes 27-31 October 08 - 5 days
Session 3 - 27 November 08 - 1 day
Examination 4-5 December 08 - 2 half-days

ITIL Manager's program dates - Melbourne 2008
Session 1 - Service Support Processes 25-29 August 08 - 5 days
Session 2 - Service Delivery Processes 22-26 September 08 - 5 days
Session 3 - Revision 16 October 08 - 1 day
Examination 23-24 October 08 - 2 half-days

ITIL Manager's program dates - Perth 2008
Session 1 - Service Support Processes 6-10 October 08 - 5 days
Session 2 - Service Delivery Processes 3-7 November 08 - 5 days
Session 3 - 1 December 08 - 1 day
Examination 4-5 December 08 - 2 half-days

ITIL Manager's Course Structure
The ITIL Manager's course is divided into three training session and one examination session.

Session one (5 days)
- Introduction to the course
- Five Service Support Processes

Session two (5 days)
- Service Delivery Processes

Session three (1 day)
- One-day content revision session and exam preparation

Exam Session (2 half-days)
- Two 3 hour exams

Each day of the course is divided into a theory, application / development and discussion sessions. During the theory section, each of the processes will be discussed in more detail and explored to understand many of the relationships and impacts of each process. The development session will involve group work on a case study with a form of presentation each day. During the discussion section, the non-ITIL theory parts of the course will be discussed further. This includes topics such as conducting assessments, managing change, and obtaining business buy in. Sample exams, sample case studies, and sample questions will also be discussed.

The objective of the review day is to ensure that the students are well prepared for the exam. This will be a guided revision session, aimed at ensuring that all students have covered all of the required areas and are comfortable and confident in their knowledge of the material.

To become a successful IT Service Manager requires not only a knowledge of the theory, but also people, presentation and business skills in order to make use of this theory. As a result there are two requirements which students need to satisfy in order to attain the Managers Certificate in IT Service Management. These are:

1 A pass mark in both sections of the exam (The Service Support section and the Service Delivery section)
2 A pass in the in course assessment. During the course, all students will be making presentations to the group, and also working in syndicate teams.

These activities will be monitored and assessed by the instructors in order to ensure that the required skills are present in each of the students.

Skills Gained:

The ITIL Manager's course is designed to give students the knowledge and methodology to:
- Analyse, develop and manage IT service management processes within an organisation
- Design organisational structures
- Gain awareness of the ITIL IT service management processes
- Assess and audit IT service management processes
- Understand organisational change
- Provide effective and relevant reporting

Key Topics:

The ITIL Manager's course covers the key topics of:
- ITIL history, philosophy and key players
- Process theory and development
- Process assessments, technology selection and use, process auditing, reporting, managing change and communicating with the business
- The goals, activities, benefits, costs, possible problems and specific terminology relating to the ITIL processes and functions, including:

Configuration Management, Incident Management, Problem Management, Change Management, Release Management, Service Desk, Service Level Management, Financial Management, Availability Management, Capacity Management and IT Service Continuity Management.

Target Audience:

The ITIL Manager's course is aimed at managers and consultants in IT service management, especially those who are involved in implementing or advising on ITIL. This includes those who may be implementing one of the processes, such as Change Management, or Service Level Management, or anyone responsible for an entire ITIL implementation.

Prerequisites:

ITIL Manager's course prerequisites:

- Higher education or similar knowledge obtained through practical experience or self-study
- The Foundation Certificate in IT Service Management
- Good spoken and written language skills
- Speaking skills, presentation skills, empathy, meeting skills, teamwork skills
- At least two years professional experience as manager or consultant in the field of IT Management

Participants must hold the ITIL Foundation Certificate in IT Service Management.
Evidence must be provided at the time of registering on the course, in the form of:
- a copy of the certificate/Candidate ID;
- the EXIN candidate number (6 figure) & Certificate (Fax to 1800 0 131 201); or
- the ISEB Certificate (Fax to 1800 0 131 201)

More information is available by referring to the ITIL Manager's Study Requirements (PDF - 34 KB)

ITILŽ is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office
IT Infrastructure LibraryŽ is a Registered Trade Mark of the Central Computer and Telecommunications Agency which is now part of the Office of Government Commerce