ITIL Service Manager Masters Course
– Course Description
Twelve Day IT Service Management Course
Leading to the Manager's Certificate in IT Service Management
The ITIL Masters Program is designed for anyone who wants to ensure that they master best practice in IT Service Management. The program comprises 4 modules over 12 days of intensive training and provides an in-depth understanding of the 12 key ITIL processes as well as a thorough analysis of ITIL in a business context. The course culminates in two exams for the Manager's Certificate in IT Service Management, the premium service management qualification in the world today.
Objectives and Learning Outcomes
The overall objective of the ITIL Masters program is to ensure that participants can return to the workplace with the personal skills and knowledge necessary to properly deploy the implementation and integration of ITIL functions. Specifically, the aim is for each participant to be able to:
- Optimise an IT Service organisation by creating synergy between people, process and technology
- Audit and analyse IT Service Management processes in an organisation
- Design an organisational 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 organisation and create a cycle of continuous improvement
- Recognise and deal with organisational change issues encountered when working with process implementation
- Manage the ongoing operation of an IT Services organisation
Who Should Attend
This course is designed for IT Managers, consultants and senior staff in IT Service Management, especially those who are involved in improving and optimising IT Service Management environments or advising on ITIL.
Learning Method
This course is led by two instructors and features lecture sessions, case studies, exercises and interactive sessions. Some self-study is required.
Prerequisites
The ITIL Foundation Certificate in IT Service Management is a pre-requisite for the ITIL Masters course. In addition, it is a requirement that participants have demonstrable prior experience in IT Service Management. This course is led by two instructors and features lecture sessions, case studies, exercises and interactive sessions. Some self-study is required.
ITIL Simulation
The course features extensive and innovative use of ITIL simulation to provide additional knowledge and experience in the running of an IT organisation and the implementation of ITIL. Course participants are placed in the shoes of an organisation doing its best to maximise revenue through day-to-day operations. There are several rounds of simulation interspersed between course modules. Participants work together in a variety of roles to improve ITIL processes so as to achieve business goals. Improvements are demonstrated through a balanced approach encompassing people, process and technology .
Certification and Examination
This course is designed to meet all the requirements of the Manager's Certificate in IT Service Management. This qualification is awarded on the basis of a successful in-course assessment by the instructors together with successful completion of the two three-hour examinations (one for Service Support and one for Service Delivery). These exams are set and marked by EXIN, the Examination Institute for Information Science.
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