Workshop Overview

QAI along with Parity Training, UK bring this globally recognized certifi cation from UK–The land of ITIL® origin. The following two courses form the two week training program leading to the Manager's Certifi cate examination:·
Part –1: IT Service Support (ISS) – 5 days
Part –2: IT Service Delivery (ISD) – 5 days

A Revision day is also organized by QAI's Accredited faculty one week prior to the exam date, aiding the participants in preparing for the exams.

Workshop Benefits

The overall objective of the ITIL® Manager's program is to ensure that participants can optimally implement and integrate the ITIL® best practices into IT Service Management functions. Specifi cally, the aim is for each participant to be able to :
Optimize an IT Service organization by creating synergy between people, process and technology.
Audit and analyze IT Service Management process in an organization
Design an organizational structure to support the management and use of IT Service Management processes.
Describe the IT Service Management processes, their interrelationships and application
Implement ITIL® processes into an organization and create a cycle of continuous improvement
Recognise and deal with organizational change issues encountered when working with process implementation
Manage the ongoing operation of an IT Services organization
Earn 70 PDUs

Workshop Content

Introduction
Dealing with Customer Confl ict
Introduction to the support industry and its tools and technologies
Problem Solving Techniques
Using Metrics as a Key Performance
Revision and exam preparation
Availability Management
Capacity Management
Business Continuity and IT Service Continuity Management
Financial Management for IT Services

Who Should Attend

CIO, CTO, IT Managers, IT infrastructure managed service's vendor, Service Delivery Managers, Data Center heads and Help Desk Managers, who make substantial technical decisions affecting the support of IT services
ITSM Consultants required to provide practical guidance and advice on the formation of ITSM initiatives

Prerequisites
Ideally at least 5 years relevant IT experience. Examination candidates MUST hold the Foundation Certificate in IT Service Management.