ITIL Service Management: Service Delivery Course

The Manager's Certificate is attained by first attending two 5-day courses, covering ITIL® Service Delivery and Service Support. The courses provide practical guidance on the design, implementation and management of a Services Framework based on ITIL® best practice guidelines. The 1-day revision workshop helps prepare delegates for the EXIN IT Service Management Service Delivery and Service Support examinations.

The courses are suitable for those candidates who have been in IT for at least five years, have relevant experience and hold the ITIL® Foundation Certificate in IT Service Management.

Students taking IT Service Management: Service Delivery and Service Support exams must have completed the accredited courses, completed the in-course assessments to a satisfactory level, and hold the ITIL® Foundation Certificate.

Topics covered on the 5 day ITIL Service Management: Service Delivery course

Service Level Management

• Planning, negotiating & managing Service Level Agreements
• Structure, content and wording
• Key service items; monitoring and reporting
• Service reviews and Service Improvement Programmes

Financial Management for IT Services

• Budgeting, IT accounting and Charging principles
• Benefits of costing and charging
• Charging policies, charging methods & impact on SLAs

Availability Management

• Planning and maintaining high availability systems
• Risk analysis & management
• Calculating and meeting service level availability & reliability targets

Capacity Management

• Building a capacity management database
• Workload management, application sizing, resource management
• Demand management, performance monitoring and tuning
• Modeling and capacity planning

IT Service Continuity Management

• Developing an IT Service Continuity Plan and interfacing into an organ-isation's Business Continuity Plan
• Business impact analysis, risk analysis, continuity options
• Implementation, testing and ongoing maintenance of the plan