Cost: $3,000
This hands on, instructor led program leads to the Practitioner Certificate in IT Service Management Agree & Define and is for IT professionals who will participate in managing, organizing, and optimizing the Service Level and Financial Management process areas.
Course Outline
The program spans 4 days of lectures, student assessments, group activities and after hour reading assignments. The 5th day is dedicated to exam preparation and testing.
Day 1
-
Theory
- Introductions
- Program Overview
- ITSM Concepts
-
Assignments
- Process Implementation Planning
- Critical Success Factors & Continuous Service Improvement
- Group Discussion
-
Homework
- Service Level Management Preparation
Day 2 & 3
-
Theory
- Review Day 1
- Service Level Management
- Manage, Organize & Optimize Configuration Management
-
Assignments
- Review Service Level Management Assessment process, activities, roles & responsibilities
- Service Level Management Assessment - PART I
- Service Level Management Assessment - PART II
- PART II Discussions
- Service Level Management Assessment - PART III
- PART III Presentations
-
Homework
- Financial Management Assessment Preparation
Day 3 & 4
-
Theory
- Review Day 2
- Financial Management
- Manage, Organize & Optimize Financial Management
-
Assignments
- Review Financial Management Assessment process, activities, roles & responsibilities
- Financial Management Assessment - PART I
- Financial Management Assessment - PART II
- PART II Discussions
- Financial Management Assessment - PART III
- PART III Presentations
-
Homework
- IPAD Assessment Preparation
Day 5
-
Theory
-
Assignments
- IPAD Practice Examination
-
Self Study
-
Exam
Who Should Attend
Operational staff and managers wishing to certify their skills in planning, monitoring, reporting and optimizing the Change, Configuration & Release management process areas.
Prerequisites
Foundation Certificate in IT Service Management along with IT or ITSM operational experience.
Exam
An optional 2-hour, 40 question, closed book multiple choice examination is administered by an independent proctor at the end of the course. Certification is through the Examination Institute for Information Science (EXIN). Candidates must have attended an accredited training course and successfully completed all practical assignments to sit for the exam.
Reference Material
Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.
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