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The Information Systems Examination Board (ISEB), a part of the British Computer Society, provides industry-recognised qualifications with the aim of raising industry standards, promoting career development and providing competitive edge for employers. At the end of this ISEB accredited course, students may sit the one hour multiple-choice exam leading to an ISEB Foundation Certificate in IT Service Management. The exam carries an ISEB fee of £100.
Course Summary
The course covers the following:
- The aims, objectives and the need for having professional Service Management
- Understanding the importance of the customer
- Requirements of the BS15000 IT Service Management standard and IT Infrastructure Library
- The drive for measuring quality and continuous improvement - Internal business drivers, best practice guidance, professional examinations
- Managing Quality - the holistic approach
Tutors
Course tutors have a wealth of recent and relevant practical experience that ensures the course's success. The company has an excellent track record helping organisations in implementing ITIL Best Practice. Single company on-site courses are also undertaken.
What will the course give me?
- A firm foundation in IT Service Management best practice
- Familiarity with the major IT Service Management processes and related functions in the IT Infrastructure Library (ITIL) and the BS15000 IT Service Management standard
- A clear understanding of the relationship between the business, customer, service management processes, industry standards and methodologies
- Knowledge of implementation approaches, real world examples and practical exercises to help you understand how Service Management can be applied in your organization
Who is the course for?
Anyone who:
- Is working in any aspect of Service Management
- Needs a greater awareness of best practices in IT Service Management
- Is implementing one or more of the ITIL Service Management processes, BS15000 or ISO9000 in an IT environment and wishes to use Service Management as a basis for certification
- Intends one day to obtain the ISEB Manager's Certificate in IT Service Management
- Is working in the Business as a customer of IT and requires an understanding of how things should be done
What is provided?
Comprehensive course materials, the itSMF pocketbook, lunch and refreshments for training centre based courses.
Service Support Processes: The Incident/Probelm/Change Cycle
Managing Incidents and Operational Events. This covers:
- Why have a Service Desk?
- What sort of Service Desk?
- Managing the Service Desk
- Managing problem identification and resolution
- Supporting the Service Desk
- Analyzing service behavior
- Dealing with known errors
- Preventing future problems
Managing Change
- The organisational issues - who and where?
- Measuring the impact of change
- Change Management without bureaucracy
- How to handle changes quickly
- Controlling and distributing software
- Managing hardware rollouts
Configuration Management
- Its central role in Service Management
- What a Configuration Management system should contain
- How to identify and describe Configuration Items
- Lifecycle management of Configuration Items
Service Level Management
- Where do you start?
- Service Level Agreements: What to include and what to leave out
- How to manage Service Levels
Other Service Delivery Functions
- Managing Availability and how to predict and measure it
- The importance of underpinning the Service Level Agreement
- Planning for Service Continuity and how to cope with the unexpected
Finance and Capacity Management
- What do we need to know about our costs?
- Charging options
- How to forecast and control the future
For more course information and to discuss your training requirements further, please contact us on 01344 762721 or email
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