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ITIL® V2 Managers
PULTORAK COURSE NUMBER
1966
Pultorak & Associates’ ITIL® V2 Managers course is a comprehensive training program consisting of two five-day courses, a review day for exam preparation, and a two-part examination.
This class is 40% lecture, 60% active learning including case studies and role playing. The course aims to help participants prepare for, and pass, the examination leading to the Manager’s Certificate in IT Service Management. The program includes lectures and tutorials, assignments, and mock examinations. It is delivered by two accredited consultants who draw on their own practical experience in implementing Service Management to enhance the course syllabus.
AUDIENCE
ITIL® V2 Managers is an advanced course intended for IT professionals with five or more years of practical experience in IT and intermediate-level knowledge of ITIL®.
AT COURSE COMPLETION
After completing this course, participants will be able to:
- Give an in-depth level overview of ITIL® process concepts, principles, and practices
- Examine business, management, technical, organizational and operational issues associated with each of the IT Service Management processes and plan 'best practice' improvement strategies
- Prepare themselves to pass the exam leading to the Manager’s Certificate in IT Service Management
PREREQUISITE
ITIL® V2 Managers attendees should hold a Foundation Certificate in IT Service Management. The certification organizations require a proof of attainment copy of your certificate prior to taking the course if the participant plans on taking the certification examination.
CERTIFICATION EXAMINATION
ITIL® V2 Managers includes two exams leading to the Manager's Certificate in IT Service Management. These exams are three-hour, essay-style exams.
COURSE MATERIALS
All students receive a copy of the course presentation, case study materials, supporting job aids, an exam prep guide and the ITIL® Glossary.
COURSE SYLLABUS
Week 1: Service Support
Modules
- Configuration Management
- Change Management
- Incident Management
- Problem Management
- Release Management
- Service Desk
- Service Management Tools
After completing this module, participants will be able to:
- Give an in-depth level overview of ITIL® service support processes
Week 2: Service Delivery
Modules
- Service Level Management
- Financial Management for IT Services
- Availability Management
- Capacity Management
- IT Service Continuity Management
- Planning for ITSM Implementati
Review Day
Modules
- Examination Tips and Guidance on Answering Exam Questions
- Key Points for Each Service Management Process
- Review of the Examination Case Study
FOR MORE INFORMATION OR TO PLACE AN ORDER
Contact Pultorak and Associates at (206) 729-1107, info@pultorak.com, or visit our website at
www.pultorak.com.
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