AUDIENCE:   This course is for managers and consultants who require an in-depth, comprehensive understanding of practical implementation and delivery of the IT Service Management process. PREREQUISITES:   Delegates must already hold the foundation certificate in ITSM and have five years experience in Information Technology. DURATION:   2 parts of 5 days each + 1 revision day to prepare for the exam. Two three hour exams held over a two day period in accordance with the examination schedule of the Information Systems Examination Board (ISEB) OBJECTIVES:   This course provides an investigation into the realities and practicalities of delivering IT Service Management in a modern organisation. In the long term it will provide delegates with the professional development needed to increase their ability to match services and business needs and deliver cost-effective on-going improvements into their organisation. On completion of the course delegates will have: · A respected professional qualification – The managers certificate in IT Service Management awarded by ISEB. · Greater knowledge and understanding of the wider ITSM processes and benefits greater understanding of how IT fits and works with the business. · Plenty of real-life stories and entertaining group exercises to illustrate and reinforce the learning. COURSE CONTENT:   A detailed study of all ITIL Service Support and Service Delivery best practices using case studies, practical exercises, and practice exams. The following ITIL best practices are covered during the course: Service Support Incident Management Problem Management Configuration Management Change Management Release Management Service Delivery Service Level Management Availability Management Capacity Management Financial Management for IT Services IT Service Continuity Management Service Desk Function A full day for each of the best practices guidance is provided and covers comprehensive instruction, examination and discussion on the following topic areas: Goals Objectives Process Procedure Structure Roles Responsibilities Main Activities Inputs Outputs Techniques Benefits Issues Key Performance Indicators Metrics Agreements Delivered in association with Sortium