Course Description: This hands on, instructor led program is the highest level of ITIL v2 certification available, and is the shortest and most cost effective path to the new v3 ITIL Expert certification. The candidate who achieves this certification has demonstrated not only an in-depth knowledge of IT Service Management but also a practical application of that knowledge.

Course Topics Include:

• Design and Implementation of an ITSM Strategy
• Avoiding Potential Problem Areas
• Developing Effective Metrics
• Communicating Benefits Throughout the Organization
• Understanding Business & IT Alignment
• The Role of Continuous Process Improvement
• Quality of Service Improvement
• Control and Reduction, and Recovery of IT Costs

Who Should Attend: IT Managers & Directors, CIOs, Process Owners, Project Managers, Business Analysts, and managers and consultants responsible for the successful implementation and management of ITSM programs.

Prerequisites: The candidate must hold an ITSM Foundations Certificate, and have a minimum of five years of relevant experience in Information Technology. Management experience is helpful.

Agenda:

The program spans 10 days, including 10 days of lectures, student assessments, group activities, case study analysis, and after hour reading assignments. The remaining 2.5 days are dedicated to case study review and testing. Students will learn to write effective answers to test questions to increase overall scoring, and will perform an in depth analysis of the actual case study used in the certification exam.

Exam: The ITIL Service Manager examination consists of two 3-hour essay exams and a successful evaluation of the candidate's skills by the instructor(s). Certification is through the Information Systems Examination Board (ISEB). Candidates must earn a passing score on both exams to receive their certificate.

Cost: $7995.00 (includes course workbooks, case studies, OGC books, and both exam fees)

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Schedule:

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Note: Candidates who wish to sit for the ITIL Service Manager Certification Exam must register and provide proof of qualification no more than 3 weeks prior to the first day of class. Candidates are encouraged to register as early as possible to allow for shipping and review of course materials prior to class.