SM-6023: ITIL® Service Manager

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Course Description: IT Service Manager is the highest level of professional IT Service Management certification available. The candidate who achieves certification has demonstrated not only an in-depth knowledge of IT Service Management, but also the practical application of that knowledge.

Who Should Attend? Senior IT managers, process owners, project managers, process managers and staff, consultants, and others interested in learning about IT Service Management.

Format: Two 5-day sessions covering Service Support and Service Delivery processes, interactive lecture and intensive case-based team exercises, and a 1½-day review session prior to the two 3-hour written examinations.

Curriculum: The course introduces the learning objects listed below for each of the IT Service Management processes (Incident, Problem, Configuration, Change, Release, IT Service Management, Availability, Capacity, IT Service Continuity, and Financial Management) and Service Desk.

• Process Fundamentals Review
• How to Enable an ITSM Strategy
• Understanding Business & IT Alignment
• The Role of Continuous Process Improvement
• Improving Quality of Service
• Control and Reduce costs
• Improve Effectiveness and Efficiency

Prerequisites: The candidate must hold an ITSM Foundation Certificate and have a minimum of 2-years of relevant experience in Information Technology.

Examination: The examination consists of two 3-hour essay modules and a successful evaluation of the candidates skills by the tutors.

Reference Materials : Each student receives a student workbook and the IT Service Support & Delivery books. Other ITSM-related study materials and books are available for purchase prior to, or during, the class.

Price: $9,695 including examination fees (through 06/30/2007)

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All content and accreditations are licensed from, and maintained by, itSM Solutions, LLC.