Duration: 14 days

For ITIL Foundation Certificate holders, IT Service Managers, and those looking to advance their IT career

Course Overview

An ITIL Manager’s Certificate in IT Service Management will ensure that your business has the know how to implement ITIL’s world-renowned IT Service Management principles. You will gain a deeper understanding and the confidence to bring ITIL to your own business, yourself, with this 14-day course. The certificate is delivered through a combination of theoretical and practical lessons using lectures, discussions and assignments with trainers of the highest qualification. Each instructor has extensive years of experience in ITSM consulting, implementation and training so you can be sure you’re receiving the most comprehensive ITIL training. Developed in the Asia Pacific Region, for local business, the certificate teaches you all you need to know for successful IT management.

How it Delivers Value

Offering a systematic, professional approach to the management of your IT service, we can help your business make the move to best practice with an ITIL Manager’s Certificate in IT Service Management. This certificate encompasses functions such as providing quality assistance to the end user, permanently resolving problems, managing and controlling hardware and software infrastructure and coping with large change volumes (both planned and unplanned) while effectively managing costs. You will notice immediate improvements including:

• Customer satisfaction with your IT services
• Reduced risk of not being able to meet business requirements for IT services
• Reduced costs for developing your organizations procedures and practices
• Better communication and information flows between IT staff and customers
• A more satisfied and assured IT Director, confident that staff are provided with the appropriate standards and guidance
• Greater productivity and a better use of available skills and experience

Key Learning Outcomes

• The goal, scope & key activities for each of the 11 ITIL disciplines
• The definitions & terminology of ITIL
• What “Quick Wins” are and how to achieve them
• The critical success factors of ITIL
• Key Performance Indicators
• Metrics
• Process owners, roles & responsibilities
• Service Management software tools
• The benefits & possible problems of ITIL
• Indicative costs of implementing & running service management functions
• ITIL & Outsourcing – the benefits for customer & provider
• The relationship between the processes
• Bridging the gap between IT & the business

Who Will Benefit

If you are a Senior IT Manager, Consultant, Process Owner, Project Manager, Team Leader, IT Planner and Strategist, Outsource Manger, Contract Manager, Service Designer or Architect, an ITIL Service Manager’s Certificate can give you the knowledge to apply the ITIL principles to your organization.

Course Prerequisites

A qualification of Foundation Certificate in IT Service Management is a prerequisite to this course, which can lead you to the highest level of individual qualification in IT service Management and is recognized around the globe.