To examine the business, management, technical and operational issues associated with each of the Service Delivery components. To formulate improvement strategies and processes.

What skills will the delegate gain?This course will enable delegates to:

• · Plan, Manage and Implement ITIL based Service Delivery processes and describe the mission, goals, dependencies, staffing issues, project stages, benefits, costs and possible problems, tools and management issues.
• Practice for the ISEB Managers Certificate examination.

Who will the course benefit?

Managers, consultants, FM suppliers and experienced development, support and operations practitioners, who make substantial technical decisions affecting the support of IT services.

Staff who are implementing a Service Management process, which will operate within ISO9000/BS5750, BS7799 and BS15000 standards.

Staff who require the internationally recognized Managers Certificate in IT Service Management and already hold the Foundation Certificate in IT Service Management.

Course Content

Introduction
'World class' IT Service Delivery. The links to Application, ICT, HR, Programme, systems, security and network management. ISO9000/BS5750, BS15000: and BS7799. Review of the IT Infrastructure Library (ITIL) approach for each service delivery process (mission, objectives, processes, tools, dependency benefits, costs and possible problems).
The ISEB Syllabus.

Service Level Management (SLM)
How to implement or improve SLM. SLM inside the total life cycle process. How to write Service Level/Operational Requirements. Internal and external 'specifications', catalogues and Service Level Agreements. Procurement,
Supplier/Customer Management and Contractual issues.

Availability Management (AM)
How to implement or improve AM.
Linking AM into the service, procurement, development, value and supply chains processes, tools and techniques for improving service availability.
Third Party Supplier Management issues.

Capacity Management (CM)
How to implement or improve CM. How to create a capacity plan. Performance, resource, applications, demand, supplier, development and network management issues. Capacity management tools and techniques. The capacity management database.

Business Continuity (BC) and IT Service Continuity Management (ITSCM)
How to implement or improve. The initiation, requirement strategy, implementation and operational management stages. How to identify critical services. Legislation. BS7799 standards, contingency planning, risk analysis and management. Disaster Recovery options. Creating, implementing and testing the BC and Disaster Recovery plans.

Financial Management for IT Services (FMITS)
How to implement or improve FMITS.
Processes involved in monitoring and reporting the costs and charges.