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Download Course Overview
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Certifications:
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IT Service Management: Service Delivery |
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Delivery Method:
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Instructor-Led |
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Credits:
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17 Credits to ITIL Expert (Both Support & Delivery) |
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Course Description:
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IT Service Manager Support course is Part2 of the standard IT Service Manager training that consists of 2 parts: Service Support and Service Delivery.This combined course is designed to help IT Service Managers gain a deeper and more practical understanding of ITIL processes, and the key implementation issues – both process oriented and organizational issues. This practical oriented course uses case studies, role plays and presentations to test and improve the participant’s essential managerial skills.
As an ideal complement to the Service Manager training, we also offer exam preparation session based on and customized to the relevant case study. In this session you will discuss and solve sample exam questions in a realistic exam scenario and have a chance to have any remaining questions answered by our experienced trainers. |
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Target Audience:
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IT Service Managers, ITIL Process Owners, Practitioners, and ITSM Professionals. |
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Learning Objectives:
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At the end of this course, the learner will gain competencies in:
- IT service design
- Definition of Service Level Agreements
- Methods for securing service delivery
- Conception of contingency plans
- IT accounting and service charging
- Service Level Management
- Availability Management
- IT Continuity Management
- Security Management
- Capacity Management
- Financial Management
- In-course Assessments
- Case studies and sample exam |
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Pre-requisites:
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- The ITIL® Foundation Certificate
- At least 2 years professional experience as a manager or consultant in the field of IT service management |
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Examination:
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Time allotted for examination: 3 hours
Examination type: Written or computer supported open questions, based on a case study.
Number of questions: 5
Pass mark: 50% (50 points out of 100)
Open book: no
Electronic equipment permitted: no |
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Minimum / Maximum Number of Course Participants
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6/12 |
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