PRICE REDUCTION - July course down to £1205 + VAT including FREE Service Transition publication

This interactive, enjoyable course enables you to gain a deep understanding of the ITIL® best practices for release, control and validation. As an author of the ITIL® V3 Service Transition book ConnectSphere can provide particular expertise in the subject matter around release, control and validation, giving candidates valuable insight into V3 which will enable them to enhance their own role based capabilities.

Course Schedule

Learning Objectives

• To appreciate Service Management as a practice and how it benefits the quality of the support offering to the business

• To gain a detailed understanding of change management, service asset and configuration management, service validation and testing to assure the integrity and quality of service transition

• To understand knowledge management as part of enhancing the on-going management decision support and service capability

• To appreciate implementation considerations including technology considerations, challenges, critical success factors and risks.

Target Audience

The course offers a career development path for people who already hold the ITIL® Foundation Certificate and wish to advance to higher level ITIL certification, including:

IT professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and contribute to an ongoing service improvement programme

Operational and transition staff who wish to enhance their role based capabilities.

Prerequisite Entry Criteria

Candidates must hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate). Candidates should have exposure to basic concepts in IT, related work experience of at least two years and understand the context of Operational Support and Analysis management of their own business environment. They should have exposure working in service management on at least one of the following management processes or functions: Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management, Application Management.

Exam and Professional Qualification

Students should complete at least 12 hours of personal study by reviewing the syllabus and core guidance in Service Strategy, Service Design and Service Transition in preparation for the examination. The examination consists of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.

Course Content

• ITIL® Service Management as a practice

• Change Management as a capability to realise successful service transition

• Service validation and testing as a capability to assure the integrity and the quality of service transition

• Service asset and configuration management as a capability to monitor the state of service transition

• Knowledge management as part of enhancing the on-going management decision support and service delivery capability

• Service request fulfilment and evaluation to assure meeting committed service level performance

• Common Service Operation activities

• Process roles and responsibilities

• Technology and implementation considerations

• Exercises and discussions to consolidate the learning experience

• Exam practice, preparation, mock exam and exam.