ITIL Manager for Service Support, Kurs

This course is based on the Service Management model described in the IT Infrastructure Library (ITIL) and uses experiential education methods to build individual knowledge and skills within a group context. Students work through the theory interactively in classroom discussions and small groups, and make extensive use of case studies and practical exercises. It includes course projects designed to facilitate understanding of the material and how it can be applied in a practical situation. The course is designed to be taken with the course in IT Service Delivery (U8688S).

You could obtain 25,25 PDU (Professional Development Units) after you have attained this course.

Note: Removal of version2 will complete on 30 June 2011. The ITIL v2 Manager support and education will cease on 31 August 2010. The exam will be available for re-sits until 30 June 2011.

• IT infrastructure service managers
• IT professionals responsible for system and network administration
• Organization and information consultants

Upon completion of this course, the successful student should:

• Understand how the ITIL Service Support processes can facilitate the alignment of IT process to business objectives.
• Understand the ITIL Service Support model to be able to develop, implement and manage IT services.
• Be able to develop a Service Support reference model for an organization.
• When taken together with the ITIL Manager for Service Delivery (U8688S), be able to take and pass the Service Support and Service Delivery exams for the Manager's Cer­tificate in ITSM.

• The student needs to have passed the ITIL foundation exam from either ISEB or EXIN
• At least 5 years relevant IT experience