IT Service Support (ISS)
| Overview | New developments in Applications, ICT and Customer Relationship Management and the Service Delivery Life Cycle (SDLC) concept, now combine to make the Service Support function more complex and business critical than ever. This course is designed to help staff manage that complexity. It will help staff create a 'world class' IT Service Support function to help your organisation maintain and improve its business edge. |
| 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 Service Management processes 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. Configuration Management - '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 Desk and Incident Management - Implementing and providing consistent first-line support for mission-critical applications. Service Desk and Incident Management critical success factors. Software tools. Distributed systems and outsourcing. Staffing issues and skills. Problem Management - Implementing and providing 'continuous business improvement'. Diagnosing and eliminating known errors. Preventing recurring problems. Identifying potential risks. Stabilising the infrastructure. Reducing downtime. Increasing productivity. Managing internal and third party suppliers. Guaranteeing specified levels of services. Change Management - Implementing changes and ensuring that they are implemented with minimum impact and at minimal cost. Risk, cost and business impact analysis. Approval and implementation. The continuous improvement processes. Total cost of ownership. Ensuring the integrity of the infrastructure via the CMDB. Change Models. Release Management - Implementing Release Management. Ensuring that the procurement and development issues, legal implications, strategies and processes are managed properly.
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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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