IT Service Delivery (ISD)
| Overview | IT Service managers are responsible for delivering an ever growing and complex mix of products and services. The changes in security, continuity, legal and financial requirements, as well as the growth in e-commerce and Enterprise systems delivered world-wide, means that IT Service Delivery is a strategic asset for any business. By implementing Service Management and Service Delivery Life Cycle (SDLC) best practices, that complement the business and IT strategy, your organisation will help improve performance, meet demand, ensure continuity and contribute to the business bottom-line. |
| Duration: | 5 days |
| Audience |
Managers, consultants, FM suppliers and experienced development, support and operations practitioners, who make substantial technical decisions affecting the support and delivery of IT services. Staff who are implementing a Service Management process which will operate within ISO9000/BS5750, BS7799 AND BS15000 or BSI DISC PD0005 standards. |
| Candidate Pre-requisites: | At least 5 years' relevant IT experience and prior attendance on a Service Management Essentials course (SME). Examination candidates must already hold the ISEB Foundation Certificate in IT Service Management. Candidates must have attended BOTH courses (ISS and ISD) prior to examination. The ISEB examinations are held quarterly in January, April, July and October, in the last week of the month. In order to take the ISEB examinations, it is important that candidates attend both courses at least 4 weeks prior to the exam date. |
| Relevant Certifications | ISEB Managers Certificate in IT Service Management: the IT Service Support (ISS) and IT Service Delivery (ISD) courses form a two-week training programme leading to the Managers Certificate examination. The course provides a balance of tuition, case study, assignments and exercises as well as mock examinations based on previous papers. We suggest exam candidates also attend the Revision Day (course ISX). Whilst each course is free-standing we strongly suggest you attend the IT Service Support course first. |
| Course Content | Introduction - 'World class' IT
Service Management. The links to Applications, ICT, project, Service
Delivery Life Cycle (SDLC) and Security Management. ISO9000/ BS5750/
BS15000: 2000, BSI DISC PD0005 and BS7799. IT Infrastructure Library
(ITIL) approach for each service support process. The ISEB Syllabus.
Service Level Management - Implementing and improving Service Level Management. Service Level Management inside the total life cycle process. Writing Service Level/ Operational Requirements. Internal and external ‘specifications’, catalogues and Service Level Agreements. Procurement, Supplier/Customer Management and Contractual issues. Availability Management - Implementing and
improving Availability Management. Linking Availability Management
into the service, procurement, development, value and supply Capacity Management - Implementing and improving Capacity Management. Creating a capacity plan. Performance, resource, applications, demand, supplier, development and network management issues. Capacity management tools and techniques. The capacity management database. Business Continuity and IT Service Continuity Management - Implementing and improving Business Continuity and IT Service Continuity Management. The initiation, requirement strategy, implementation and operational management stages. Identifying critical services. Legislation. BS7799 standards, contingency planning, risk analysis and management. Disaster Recovery options. Creating, implementing and testing the Business Continuity and Disaster Recovery plans. Financial Management for IT Services (FMITS) -
Implementing and improving FMITS. Processes involved in monitoring
and reporting the costs and charges. |
Please contact us by telephone on +44 (0) 1344 488123 or email
on info@piit.co.uk for
booking or further information.
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