DIGANO - Making a Difference

WHAT

The IT Infrastructure Library (ITIL) is accepted as the most effective and efficient framework for managing and controlling the quality and costs of delivering IT services and keeping them aligned with business needs and ever changing business direction.

This course provides the students with an indepth knowledge of and practical hands-on experience in the following topics:

The course is based on the ITIL volumes "Service Support" and "Service Delivery" and also covers the process dependencies with the volume "Security Management". The course includes a hardcopy and softcopy of the Hitchhiker's Guide to ITIL (in pdf format).

The student is required to purchase both the Service Support and Service Delivery books before enrolling in the Manager's course as both volumes will be extensively used throughout the course. They can be ordered via www.amazon.com and www.itsmf.org. Members of the itSMF will receive a membership discount.

ITIL is a framework based upon world best practices.

WHY

As the impact of global business competition is increasingly felt by organisations worldwide, technology is changing at light-speed, knowledge becomes harder and harder to retain, and outages of IT systems start to affect the survivability of organisations, one can no longer afford to operate a business in today’s world without structure and control.

Organisations need structure and control in order to survive.

WHO

The IT Service Management Manager's course is suitable to anyone with an affinity or interest in management best practices. Although it is beneficial to have some experience with the technology of IT, this is not a prerequisite as this course focuses on the management of IT, not on the underlying IT technology.

Students must possess the Foundation certificate in IT Service Management (ITIL) to be able to enrol in the Manager's course, as the Manager's course builds on the Foundation knowledge. A good mood, sense of humour and willingness to learn from each other are also prerequisites for this course. A minimum of three to five years of experience in IT is a prerequisite to enrol in this course, and a strong affinity with management of IT is a pre.

Students must provide evidence that they have succesfully passed the ITIL Foundation exam. A copy of their ITIL Foundation certificate, or the ISEB/EXIN candidate number must be provided upon enrolment.

Once the course has been completed, students can decide to sit a 2x three hour written exam that will lead to internationally recognised IT Service Management Manager's Certification (certification on Manager's level).

Anyone that works in either management or IT will benefit from the ITIL Foundation course.

WHEN

The IT Service Management Manager's course can be scheduled as an internal course by any organisation in the world at a place and time that suits them, and at the same time also fits in DIGANO's schedule. The course is only available as a 10 day course, and has a total of 80 contact hours.

The 80 contact hours as part of the classroom based training are roughly one third of the total study hours required to pass the exam. As such a large amount of self-study (160-240 additional hours) and discipline is required to make a good chance of passing the exam.

The IT Service Management Manager's course includes an incourse assessment where the student is required to complete a number of competency based assignments, before the exam can be taken. The incourse assessment is performed by two experienced trainers which are both certified on a Manager's level.

Please refer to our online schedule for public training dates in your region.

This course comes with full online support resources, such as mock exams, summaries and templates. The course has been developed in Australian/UK English, but on request, can be tailored to meet local conditions, language and culture.

Whenever you feel it’s time to increase quality of services, reduce costs, and realign IT with the Business.

WHERE

The IT Service Management Manager's course runs regularly in all major cities of Australia and New Zealand. However, we support any organisation anywhere in the world when it comes to IT Service Management.

On request internal courses can be arranged to suit your own specific needs. Organising your own internal courses is typically more efficient and can be tailored to gain maximum effect.

We typically recommend an offsite training venue, not co-located with the work-environment, to provide students with maximum learning experience.

Whenever you feel it’s time to increase quality of services, reduce costs, and (re-)align IT with the Business.

HOW MUCH

The public 10 day IT Service Managers course is au$7,500 + GST. This price excludes the two required books and the exam.

A course will be scheduled for a minimum of 6 participants and a maximum of 12 participants. This is not a DIGANO requirement, but a requirement from the examination institute.

Prices for internal courses are typically lower and will depend on the facilities that will be made available by the client, such as training venue, lunches and multimedia equipment (e.g. data projector, electronic whiteboard and flipcharts).

Knowledge is the engine that makes your organisation run. Keeping the engine lubricated is priceless.

PREVIEW

We don't believe in slides and presentations with lots of text, but do believe in interactive discussion, pictures, animation, games, puzzles, quizzes, role-play and use of video. In others words - we are "Making a Difference" - we are creative communicators! We also believe in using online resources to add to the value of class-room based training. We call this hybrid (or blended) training and it seems to work a lot better than following only online or only class-room based training.

Quality is Life - Life is Quality!

TEST

Please try to answer the following seven questions. These are questions for which the anwers will be provided in the course.

1. Describe the ITIL Implementation Roadmap and its critical milestones.
2. Mention at least 3 short, 3 medium, and 3 long term cost factors that are related to an implementation of the process Service Level Management.
3. Decribe the business benefits of implementing Service Delivery processes, and how these compare to the business benefits of implementing the Service Support processes.
4. Explain to senior (business) management why ITIL can't be implemented out-of-the-box, and needs careful planning before any actions are taken.
5. Describe what process management roles can be combined, and which ones are not recommended to put under one process owner's hat.
6. Mention the 3 sub process levels and 8 key activities of Capacity Management, and how they will support the organisation's goals (given a certain case-study/or use your own organisation as an example)?.
7. Explain what 3 processes should be considered first for impementation (given a certain case-study/or use your own organisation as an example).

Knowledge is nothing without the abilty of applying it to the real world.