ITIL Managers Service Support 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.

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 Managers Service Support course

Configuration Management

• Basic concepts and terminology
• Configuration breakdown and relationships
• Building, implementing and managing a configuration management database (CMDB)
• Using a CMDB to manage incidents, problems & changes

Incident Management

• Interface between IT and users
• Incident logging and escalation
• Coding systems, diagnostic aids
• Service quality metrics and reporting
• Service desk types & the staff skills required
• Service desk contribution to the quality of the overall service provision

Problem Management

• Incidents, problems and known errors
• Problem control and prevention
• Analysis and targeting techniques
• Categorisation, priority and severity coding provision

Release Management

• Storage, control and release of authorised software/hardware
• Definitive Software Library (DSL) and Definitive Hardware Store (DHS) with interfaces to the configuration management system

Service Management Tools

• The tools available and selecting the most appropriate tool for your organisation