ITIL Service Manager v2 – Service Support 5 days

Sammanfattning

Längd:	5 dagar
Pris:	22 000 SEK exkl. moms
Språk:	Engelska
Utbildare:	Materna Information & Communications AB
Utbildningsort:	Stockholm
Typ av utb.:	Öppen utbildning

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ITIL Service Manager v2 – Service Support 5 days

This training programme is intended for Service Management professionals with management responsibilities for the Support and/or Delivery of IT Services. It comprises two intensive 5-day courses (Service Support & Service/Delivery), with an optional 1-day Review event.
This programme prepares delegates for the ISEB examinations leading to the Service Manager's Certificate in IT Infrastructure Management. Note: Candidates wishing to sit the exam should have at least five years experience working in an IT environment and must hold the Foundation Certificate in IT Service Management. This course is presented on behalf of Materna by Aim Academy who is an ISEB Accredited Training Provider.

Structure

The format of the 5 day event is highly interactive and designed to present the information in memorable, manageable segments. Throughout the course, delegate's understanding of the material will be tested through the use of exercises, case study based assignments and examination style questions.

Course Documentation

Each student is expected to use a copy of the relevant new ITIL book (Service Support or Service Delivery) which may be ordered through the Academy when the course is booked
A copy of course presentation material, syndicate exercises and model answers will be supplied to each student.

Note: this class is held in english

För att beställa gratis information om ITIL Service Manager v2 – Service Support 5 days, vänligen fyll i en intresseanmälan nedan.

Beställ information

Målgrupp

Intended for Service Management professionals with management responsibilities for the Support and/or Delivery of IT Services.

Course Content

Introduction to Service Management
- The place and case for ITIL
- Achieving a service culture
- Managing perceptions

Incident Management
- Incident Management process in detail
- Classification and Prioritisation
- Management of Incidents
- Managing multiple support levels and external services
- Handling Major Incidents
- Setting process targets
- Possible problems, costs and benefits

Problem Management
- Identifying and managing Problems
- Managing Known Errors
- Diagnostic methods
- Proactive Problem Management
- Allocating effort to Problem Management activities
- Setting process targets
- Possible problems, costs and benefits

Service Desk
- Role and responsibilities
- Desk structures
- Setting targets for a Service Desk
- People and technology
- Possible problems, costs and benefits

Configuration Management
- Planning and detail levels for Configuration Management
- Realistic methods for Configuration Management
- Managing configuration data as a single set
- How the CMDB supports Service activities
- Possible problems, costs and benefits

Change Management
- Designing an effective, scalable process
- The Request For Change lifecycle in detail
- Role of the Change Manager
- The Change Advisory Board
- Standard Change Models
- Emergency changes
- KPIs and reporting
- Possible problems, costs and benefits

Release Management
- How Release Management works with Change Management
- Setting policy and planning Releases
- Relationship with project initiation
- Release types
- Rollouts and inter-working with Change Management
- Managing the Definitive Software Library
- Managing the Definitive Hardware Store
- Possible problems, costs and benefits

Investering

SEK: 22 000

Materna Information & Communications AB

Vi på MATERNA har i över 12 år levererat lösningar inom områdena IT Service Management, Customer Service & Support och Software Quality Management. Hittills har vi genomfört drygt 280 projekt i Norden, varav 145 i Sverige. I vårt utbildningscenter finns allt från grundläggande kurser till mer avancerade både inom processtöd som ITIL (version 2 och 3) samt inom våra teknikområden. Vår framgång och vårt koncept bygger på ledande produkter kombinerat med gedigen kunskap och erfarenhet. En viktig del är ett heltäckande tjänsteerbjudande där kunden själv väljer t.ex. supportnivå, helhetsåtagande eller kunskapsstöd i implementationsprojekt samt införandestöd kring processer i er verksamhet. Vi kan hjälpa ditt företag till effektivare lösningar som stödjer organisation och verksamhet, stärker relationen med era kunder, och skapar förutsättningar för effektiva lönsamma kundkontakter. MATERNA är en av Europas ledande företag inom IT Service Management och Customer Service med drygt 1200 anställda i sexton länder. MATERNA grundades 1980 och har huvudkontoret placerat i Dortmund, Tyskland. Välkommen till oss på MATERNA!

Visa alla utbildningar med Materna Information & Communications AB

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