The ITIL Service Manager training course consists of two training blocks in which the theory is considered in more detail and the practical implementation is discussed and practised with case studies.
An important component of the training course is also the self-study section on the basis of the official ITIL books – in either German or English - «Best Practice for Service Support» and «Best Practice for Service Delivery». During the seminar, an «In Course Assessment» will be carried out by the trainer to evaluate the management capabilities of the participants.
The results will form a part of the approval decision for the examination, and will be discussed with the participants in one-to-one meetings. |
- To implement and apply the processes according to ITIL and their contribution to the accomplishment of practical tasks
- To describe the advantages of application according to ITIL «Best Practice» and the interplay of the individual processes (process goals, key practice, Key Performance Indicator, roles and tasks)
- To analyse the IT business processes within their own organisation for service capability
- To devise «Best Practice» recommendations for their own IT organisation and to certify the knowledge acquired with the examination for the Manager's Certificate in IT Service Management.
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This course is aimed at the people responsible for the management and operation of operative services, CEOs, IT managers, project managers and IT consultants with responsibility for the implementation and/or operation of the management processes who wish to obtain the «ITIL Service Manager» certificate.
In order to be able to follow the wide range of material, experience in the design and support of IT organisations as well as previous knowledge of IT infrastructures are of advantage. The participants are encouraged to discuss their own practical experiences in connection with the Best Practice processes of ITIL in the seminar. |
Unlike the ITIL Foundation examination, the Service Support and Service Delivery examinations are not multiple-choice questions, but are based on the 5 main questions that relate to 5 respective processes. A question can be divided into up to three sub-questions.
As a rule, 60% of the questions relate to the case study, while the rest of the questions are more questions of knowledge.
Both examinations must be passed in order to receive the Manager's Certificate in IT Service Management. |
