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Who should attend
The courses will be of benefit to IT professionals who either
- hold responsible positions in IT service provision or
- require a knowledge of the interface between, and management reporting procedures within the service provision functions or
- are considering implementing all or part of the IT Infrastructure Library or
- are considering implementing a quality management system within the IT service provision area conforming to ISO 9000/BS 5750/ ISO/IEC20000
Exam Structure
The examination consists of two three-hour papers. Students are entered for the examinations by Helix, and the exam cost is included in our quotation.
One paper is Service Support and one is Service Delivery. There are five compulsory questions on each linked to a case study circulated in advance. The pass mark is 50% (per paper). Should a candidate pass one paper only, the failed paper can be re-sat.
Public Examination Dates
The public exams are held quarterly. Public Examination Dates are as follows:
2007
Wednesday 24/ Thursday 25 October 2007
2008
Wednesday 23/ Thursday 24 January 2008
Wednesday 23/ Thursday 24 April 2008
Wednesday 23/ Thursday 24 July 2008
Wednesday 22/ Thursday 23 October 2008
The Service Support (Paper 1) is always held on Wednesday from 13:00 - 16:00
The Service Delivery (Paper 2) is always held on Thursday from 10:00 - 13:00
Duration: 3 hours per paper
Venues: London, Manchester, Edinburgh and Swindon
Overseas venues can also be arranged.
Although it is possible to arrange an exam for the end of the course, this is not usual, and normally would only be requested by an organisation with candidates travelling from many different locations for the course, for whom attendance at a public exam might be difficult.
Timing of Courses
Due to the fixed dates for the public exams, Helix recommends the following
- the first course to be held approximately 6-8 weeks prior to the exam
- the second course to be held 3-4 weeks prior to the exam
- the revision day to be held 1 week prior to the exam
This allows for sufficient time to study, between the course and the examination, without too long a gap. Suitable dates are in demand, so we would advise early booking.
Entry Criteria
The training courses are suitable for candidates who meet the minimum criteria.
- Holder of the Foundation Certificate in IT Service Management.
- IT practitioner/supervisor with a least five years’ general IT experience and at least two years experience at a management/supervisory level;
- Responsibility for taking substantial technical decisions affecting the support or delivery of IT services;
- The ability to communicate effectively with managers, subordinates, colleagues, users and customers at all levels of seniority.
- The skills required by an individual taking the examination are
- Knowledge of the ITIL® Service Support and Service Delivery books.
- The student is able to identify, analyse and assess the IT Service Management processes within an organisation.
- The student is able to design an organisational structure to support the management and use of IT Service Management processes.
- The student is able to describe the IT Service Management functions and processes, how they interrelate and how they should be applied.
- The student possesses the skills to audit and assess the operation of the IT Service Management functions in any given organisation.
- The student possesses the skills to make recommendations regarding the improvement or enhancement of IT Service Management processes.
- The student possesses the effective written communications skills required to be IT Service Manager or consultant.
- The student possesses the interactive communication skills required to be IT Service Manager or consultant.
Course Format
The course comprises five days on Service Support and five days on Service Delivery, plus a 1 day Revision day shortly before the exam.
The two courses will be delivered via Tutor lectures supported by PowerPoint
presentation, delegate group assignments consisting of discussion and questions based on a sample Case Study organisation, and discussion with the Tutors on the Case Study and “real life” examples of best practice. In line with ISEB regulations both tutors will be present for a minimum of 75% of the tuition hours, in order that the in-course assessment of candidates’ practical work can be properly conducted.
In addition, each course will incorporate exercises in examination technique. Each delegate will be able to practice with sample questions, marked during the course, and discussions on examination technique will follow each question. At the end of each course, the delegates will sit a mock examination lasting three hours, which will be marked and returned to the delegates within two weeks.
Course Content
Service Support
- Asset and Configuration Management
- The Service Desk
- Incident Management
- Problem Management
- Change Management
- Release Management
Service Delivery
- Service Level Management
- Availability Management
- Financial Management for IT Services
- Capacity Management
- IT Service Continuity Management
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