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Download Course Overview
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Certifications:
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IT Service Management: Service Support |
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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 Part1 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:
- Introduction to operational ITIL processes
- Analysis and assessment of the existing IT organization
- Best Practices for the configuration of the ITIL core processes
- Methods for process implementation, setup of reporting systems
- Introduction to ITIL
- Incident Management
- Problem Management
- Configuration Management
- Change Management
- Release Management
- Incourse 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 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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