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Training Course Summary:

This five-day instructor-led workshop, together with the Service Delivery Workshop, is based on the IT Infrastructure Library and is suitable preparation for those wishing to take the examination leading to the I.S.E.B. Certificate in IT Service Management.

The course will be delivered using a number of techniques: formal lecturing, group discussions, syndicate discussions, presentations, individual exercises and exam questions.

Students will be required to do some syndicate work / self study in the evenings.

This intensive workshop is intended for experienced Service Management Consultants and Line Managers with responsibilities for the day to day running of the operations and support of an IT Infrastructure.

A copy of the ITIL Service Support book is provided for each delegate.

The course and trainers are fully accredited by the BCS/ISEB.

Recommended Follow-Up Training

Participants wishing to take the I.S.E.B. examination leading to the Certificate in IT Service Management should attend:


Delegates will learn how to
Appreciate and use the main features of the ITIL Service Support disciplines
Configuration Management, Incident Management, Problem Management, Change Management, Service Desk and Release Management to the benefit of their organisations.
Plan, design, implement and operate within each of the IT Service Support modules.

Pre-Requisites:

Attendees must have five years relevant IT experience and have passed the ITIL Foundation examination.

Training Course Overview/Content:

IT Service Support Overview
Why Service Management?
Service Support’s relationship with Service Delivery
Configuration Management: Configuration Identification, Configuration Management Database, Configuration Audits & Control, Status Accounting, Planning and Managing Configuration Management, Costs & Benefits
Service Desk: Incident Data Capture, Customer / User requirements, Promoting IT Services, Planning for the Service Desk, Managing the Service Desk
Incident Management: Dealing with incidents, Managing incidents, Progressing Incidents
Problem Management: Root Cause Analysis, Processes, Problem and Error Control, Planning for Problem Management, Managing Problem Management
Change Management: Change Management Components, Requests for Change, Change Authorisation, Change Build & Test, Review, Urgent Change
Release Management: Why have Release Management? What is Release Management? Planning for Release Management, Managing Release Management, Software & Hardware Control
Related information
Certification tracks
Benefits of certification
Booking your examination
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