ITIL Managers and Revision Certification

ITIL Managers and Revision Training Course - Benefits

Having proof of your skills and knowledge gives you the edge over other candidates when applying for a job. An ITIL Managers and Revision Training Course provides a systematic and professional approach to the management of IT service provision. Adopting its guidance can provide benefits such as:

• improved IT services through the use of proven best practice processes
• improved customer satisfaction through a more professional approach to service delivery
• standards and guidance
• improved productivity
• improved use of skills and experience

Certification provides companies with skilled employees, leading to:

• Maximized efficiencies in recruiting, hiring, training and promoting employees
• Operational improvements and greater efficiencies organization-wide
• Reducing costs through the greater efficiencies
• improved delivery of third party services through the specification of ITIL or ISO/IEC 20000 as the standard for service delivery in services procurements
• Increased productivity as certified professionals are able to perform at accepted industry standards

Who should earn an ITIL Certification?

An ITIL Managers and Revision Training Course is important for all types of IT - and IT related professionals, for recent career starters and business professionals to experienced and certified IT professionals who want to optimise the IT Service Management.

ITIL is aimed at:

• IT service providers
• IT directors and managers
• CIOs

It will also benefit:

• business managers
• customers & end-users involved in building good relationships with their IT service providers
• plus any organisation that depends on IT Services

ITIL Managers and Revision Training Course - Curriculum

Firebrand Training provides thorough instructor-led training to ensure that you learn the fundamentals, obtain hands-on skills and earn your certification. You will emerge able to immediately apply your new knowledge in your career environment.

Course Materials:

Students attending this blended-learning program will receive a robust set of course materials that caters to each of the three primary individual learning-intake styles (auditory, visual, and kinaesthetic-tactual) - critical for a successful accelerated learning experience.

Daily lectures, practical assignments and instructor driven discussions are supplemented by a combination of:

Accredited Program Courseware - developed to address the unique demands of accelerated learners

Day	Module Description
1 - 4	Service Management Service Support
4	ISEB Manager's Certificate in IT Service
5 - 8	Service Management Service Delivery (covers part 1 of the exam)
8	ISEB Manager's Certificate in IT Service Management (covers part 2 of the exam)
9 - 10	Revision days for the Manager's Certification

Daily Educational Schedule

Our daily schedule incorporates different modes of instruction and learning environments to ensure that students learn, retain, comprehend, and can apply knowledge critical to the course.

Start Time	End Time	Activity	Intake Style
8:15 am	9:00 am	Breakfast	-
9:00 am	1:00 pm	Lecture	auditory/visual
1:00 pm	1:30 pm	Lunch	-
1:30 pm	5:30 pm	Instructor-led labs	kinaesthetic
5:30 pm	7:00 pm	Dinner	-
7:00 pm	8:00 pm	Review session	Auditory/visual/kinaesthetic
8:00 pm	9:00 pm	Breakout sessions	Auditory/visual/kinaesthetic
9:00 pm	as appropriate	Lab review sessions	kinaesthetic

Daily timetable shown for illustration purposes only. Significant changes may be made to the schedule on a daily basis to ensure that the goals of the course are met.

ITIL Manager's and Revision Course program in detail

ITIL Service Management Essentials

Incident Management

• Definition of an incident, description of Incident Control

Problem Management

• Definition of a problem and known error, proactive problem management

Configuration Management

• Defining a configuration item and the configuration management database; impact of Configuration Management on other IT processes

Change Management

• Definition of a change and request for change (RFC); description of change control and change procedures; role of the change advisory board (CAB) and CAB/EC (for handling urgent changes)

Release Management

• Scope and concepts; definition of definitive software library (DSL) and definitive hardware store (DHS); description of planning, testing and implementing

Service Level Management

• Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs)

Financial Management for IT Services

• Reviews of budgeting, charging and IT accounting; analysis of running costs and charging policies

Availability Management

• Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting

Capacity Management

• Review of application sizing, workload, performance, demand and resource management and their inputs to modelling, definition of the capacity management database and contents of the capacity plan

Service Management Service Support

IT Service Support Overview

• Why Service Management?
• Service Support modules
• Relationship with Service Delivery modules

Configuration Management

• Configuration Identification
• Configuration Management Database
• Configuration Control
• Configuration Status Accounting
• Configuration Audits
• Planning for Configuration Management
• Managing Configuration Management
• Costs & Benefits

Service Desk

• Data Capture
• User Requirements
• Planning for the Service Desk
• Managing the Service Desk

Incident Management

• Dealing with incidents
• Managing incidents

Problem Management

• Problem Management Functions
• Incident, Problem and Error Control
• Planning for Problem Management
• Managing Problem Management

Change Management

• Change Management Components
• Requests for Change

Release Management

• Why have Release Management?
• What is Software Release Management?
• Planning for Release Management
• Managing Release Management

Service Management Service Delivery

• IT Service Support Review
• Configuration Management
• Service Desk
• Incident Management
• Problem Management
• Change Management
• Release Management
• Relationships between Service Support and Service Delivery modules

Service Level Management Overview

• The Requirement
• Service Level Agreement definition
• Service level Management in context

Financial Management

• Introduction
• Accounting and Charging
• Planning for Financial Management
• Costs & Benefits

Capacity Management

• Introduction
• Capacity Management Components
• Planning for Capacity Management
• Performance Management
• Capacity Plan
• Costs and Benefits

Availability Management

• Introduction
• Measurement
• Reporting
• Planning for Availability Management

IT Service Continuity

• Introduction
• Risk Analysis
• Threat Analysis
• Contingency Plan
• Costs and Benefits

Service Level Management

• Planning
• The Customers
• The Services
• Service Level Agreements
• Monitoring and Measurement

ITIL Managers and Revision Training Course - Exam Track

The skills required by an individual taking the examination are listed below

• 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. To be awarded the Certificate the candidate must achieve 50% or greater in both of the written examinations.

Examination procedure

The written examination will consist of two three-hour papers. Paper 1 will cover the area of Service Support, and Paper 2, Service Delivery. There may be considerable overlap in the subject matter between the two papers. The examination is 'closed book' and will be conducted over two consecutive days, the first paper will be held on the afternoon normally a Wednesday and the paper two on the Thursday morning.

The examination is based on a case study which will be provided to the candidates and the Provider’s administrative contact at least two weeks in advance of the examination. Approximately 60% of the questions will be based on this case study. The remaining questions will be of a more general nature. The candidates will not be permitted to use their copy of the case study in the examination. Clean copies will be provided for each examination paper.

Each paper will have five questions totalling 20 marks each. In the examination all major topics of the curriculum will be examined.

The course price does not include external exam fees.

ITIL Managers and Revision Training Course - What's Included

Firebrand Training offers the highest quality technical education in an all-inclusive course package specifically designed for the needs and ease of our students. We attend to every detail so our students can focus solely on their educational objectives.

Our ITIL Managers and Revision Training Course includes

• Intensive Hands-on Training by ITIL Trainers utilizing our (Lecture | Lab | Review) Delivery
• Blended-Learning Instruction comprised of comprehensive study materials and pre-class mentoring, comprehensive lab manuals, and Self-Test or Transcender Testing Software
• Fourteen (10) Days of Hotel Accommodation
• Fully instructor-led program with 24 hour lab access
• Examination Vouchers & On-site Certification Testing
• All Meals; Unlimited Beverages, Snacks and Freshly-brewed Coffee
• Transportation to/from designated local railway stations (if required)
• Examination Passing Policy

Firebrand Training has dedicated, well-equipped educational facilities where you will attend instruction and labs and have access to comfortable study and lounging rooms.

Our Certified Trainers teach to accommodate every student’s learning needs through individualized instruction, hands-on labs, lab partner and group exercises, independent study, self-testing, question and answer drills, and friendly competitions between concurrently running classes.

Students will have 24-hour access to quality personal workstations, audiovisual equipment, supplies, and lab equipment.

Examination Passing Policy

Should a student complete the ITIL Managers and Revision Training Course without having successfully passed all vendor examinations, the student may re-attend that program for a period of one year.  Students will only be responsible for accommodation and vendor exam fees.

ITIL Managers and Revision Training Course - Prerequisites

Firebrand Training staff interview all potential students regarding their technical background, degrees and certifications held, and personal fortitude.  This screening process ensures a successful match between the customer and Firebrand Training toward accelerated training and certification.

Students who are successful in the accelerated Certification course should possess:

• 6-24 months of experience in an IT Service Management
• 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

Students who are successful in accelerated training and certification ALL possess:

• The drive and motivation to succeed and advance their careers.

Firebrand Training is an intense training environment. You must have an attitude aimed for success. The above prerequisites are guidelines, but many students with less experience have other background or traits that have enabled their success in accelerated training through Firebrand Training.

ITIL Managers and Revision Training Course - Testimonials

"An experiance you'll never forget. Had little experiance of W2000 & left with an MCSE. Teaching methods are punishing but superisingly affective. You get 110% knowledge transfer from the Instructors but be prepared to put in 200% effort. Teaching facilities are excellent, but you wished the days were 36 hours long and not 24."
RC, Consultant,
Microsoft MCSE 2000 (14 Days) (12/5/2003 to 25/5/2003)

"The MCAD week was a lot of hard work and I learnt a great deal."
Robert Williams, InferMed Ltd,
Microsoft MCAD (7 Days) (8/1/2007 to 14/1/2007)

"Great training! Great tutor! I would recommend this training provider to anyone."
TP, Research House UK,
PRINCE2 Foundation/Practitioner (5 Days) (30/7/2007 to 3/8/2007)

"it was hard work "
James Durrant, Self Employed,
Sun Certified Java Programmer (6 Days) (16/5/2004 to 21/5/2004)

"A good learning environment - will certainly recommend to friends and colleagues."
Theresa Bearcroft, Business Consultancy,
PRINCE2 Foundation/Practitioner (5 Days) (3/3/2008 to 7/3/2008)

"This was one of the best IT courses I have been on. The location, accommodation, and training facilities were very comfortable. The training instructor was first class with heaps of enthusiasm and knowledge of the Domains. I will have no concerns about recommending the course to my colleagues."
Alwyn Nash, Pointsec Mobile Technologies Ltd,
(ISC)2 CISSP Boot Camp (7 Days) (3/11/2003 to 9/11/2003)

"It was a great experience. Our instructor was the best I've ever met. Everything at the camp was designed to motivate us studying and learning every minute. I have to put a note about restaurant staff- you cannot get better service in a top restaurant. Cheerful staff and wonderful meals everyday. Heythrop Park was beautiful but unfortunately we didnt have any time to live that. Efficiency was made it possible to achieve results in two weeks -which could be months otherwise. Its not a place for the half-hearted, embrace yourself for a very hard schedule and hard work. You'll be very tired at the end but its well worth it. Wouldn't go anywhere else once you experience this."
Mehmet Soytorun, Manpower,
Microsoft MCAD/MCSD (12 Days) (1/5/2006 to 12/5/2006)

"For me it was a new concept in learning. There was an awful lot to get through and the week was very intensive but I gained the qualification I wanted in one week rather than having to spread it out over several courses and several months."
Mark Bradley, Computerproof Limited,
Microsoft Dynamics NAV (6 Days) (21/11/2006 to 26/11/2006)

"Very good environment to concentrate. Food was first class and the instructor, Lyron Andrews was brilliant, focused and knew his stuff. "
Aneil Arjoon, AXA,
(ISC)2 CISSP Boot Camp (7 Days) (10/9/2007 to 16/9/2007)

"A very intensive and challenging experience - a good way to assimilate of a lot of information in a very short space of time."
SB, American Express,
EC-Council CEH (5 Days) (28/3/2005 to 1/4/2005)

"The course runs at a fast pace and you must be prepared to put the hours in (15 hour days). If you do devote yourself to the course you should pass all the exams (it's no holiday camp). The food and facilities are very good. The most important part of the whole process is the instructor. His knowledge and teaching abilities were far beyond my expectations."
Marc Flerin, Barwick,
Microsoft MCAD (7 Days) (27/3/2006 to 2/4/2006)

"This was an experience i will never forget, i never thought i could learn so much and absorb so much information in 7 days. These guys no everthing about Hardware, software , networking from the year dot. I was in a class of 13 people including an american and a german, never met a nicer bunch of people all from different backgrounds but with similar interests as myself. Thanks Again it was an experience."
Paul Madsen, Not working at present,
CompTIA A+/Network+ Certification (7 Days) (9/8/2004 to 15/8/2004)

"The course and trainer swere very good and it opened my eyes on certain aspects that I hadn't previously considered. It is hard work but it is exactly as advertised - no interruptions - and that makes learning easier. All I've got to do now is await the results!?!"
Stuart Clarke, Currently not employed,
(ISC)2 CISSP Boot Camp (7 Days) (14/11/2005 to 20/11/2005)

"The course I attended was fast, furious and all encompassing. Congrats on fitting it all in!"
Ruth Morgan, select travel service,
PRINCE2 Foundation/Practitioner (5 Days) (5/3/2007 to 9/3/2007)

"Don't underestimate the amount of work this coure will involve. Life will be all down hill after completing a Firebrand* course."
Sergio Angelucci, Scottish Government,
Microsoft MCTS .NET 2.0 (12 Days) (17/9/2007 to 28/9/2007)

"Leo Thrush, our (ISC)2 instructor, was absolutely outstanding. He demonstrated wide breadth and deep knowledge, true professionalism, infectious enthusiasm and excellent classrom and delegate management. It was a privilege to participate in such a superb example of the art of instruction. "
Angus Pinkerton, British Energy,
(ISC)2 CISSP Boot Camp (7 Days) (5/3/2007 to 11/3/2007)

"CISSP training through Firebrand* is not only useful - it is almost essential in passing the exam. No amount of content-awareness is enough on its own to pass this exam - the overall mind-set of the questions is just as important. As before, Firebrand* delivered exactly what was required for candidate success."
James Young, Knight Frank LLC,
(ISC)2 CISSP Boot Camp (7 Days) (27/3/2006 to 2/4/2006)

"It was a tough time working all hours round the clock, but the amount of knowledge I gained in such a short period of time is fantastic. The staff, accomodation and food are all commendable."
Richard Eagles, Self employed,
Microsoft MCSE 2003 Certification (14 Days) (9/1/2006 to 22/1/2006)

"I have taken more out this course than other courses I have been on. I think staying on site means you can review the notes in the evening. Also the food was exceptional. "
Mohason Farooq, BBC,
(ISC)2 CISSP Boot Camp (7 Days) (4/9/2006 to 10/9/2006)

"2nd time here and still fantastic, I've got a busy job at work and 3 boys under 5 at home with my wife, so just impossible to get anything done. Firebrand* provides everything you need to get trained and qualified on whatever you chosen course is. "
Duncan Slade, MBA Systems Ltd,
Cisco CCSP (14 Days) (16/4/2007 to 29/4/2007)

"I was not prepared for such an intense experience but I trusted the trainer and if you stay with him you will definitely get there - thanks!"
Richard Verbrugge, service delivery manager ezgov europe,
PRINCE2 Foundation/Practitioner (5 Days) (26/3/2007 to 30/3/2007)

"I thought this was an excellent course. I wasn't looking forward to 12 hours of study a day but the instructor made the course very interesting and the days flew by. The facilities were clean and well maintained, there was a constant supply of drinks, snacks and fruit at all times. I thoroughly enjoyed the course. "
SS, DCSA,
(ISC)2 CISSP Boot Camp (7 Days) (21/2/2005 to 27/2/2005)

"It was a tough 2 weeks, but the instruction was top noFirebrand*h. The instructor was very knowledgable in all areas of our course work. Was very helpful in preparing me for both classroom material and "the real world" material. On day one I was apprehensive the task as it was laid out seem insurmountable, but as the days progressed (blended together) you find yourself having the knowledge. It was great! Thanks"
Joseph A. Smith, International School of Stavanger,
Microsoft MCSE 2000 (14 Days) (28/4/2003 to 11/5/2003)

"The isolation of the course starts off intense but by the end you are happy to be alone to conentrate on study for the exams. "
Chris McEwan, Morse,
Microsoft MCSE Vista Security+ Certification (14 Days) (5/11/2007 to 18/11/2007)

"Nothing short of outstanding. Very hard work but if you put the effort, in you get the results out. Why would you train with anyone else? "
Mark Thomas, Nationwide,
Microsoft MCTS: SQL Server 2005 Business Intelligence (6 Days) (16/7/2007 to 21/7/2007)

"The training was great with the speed of light. So much information in a very short period."
KANUH PAUL OBILO, Government,
CompTIA Network+ (3 Days) (19/10/2007 to 21/10/2007)

"An enlightening experience with the bonus of a certification and wealth of knowledge extracted and inparted to me by the instructor to take with me and apply at home and at work."
MG, ADT Fire & Security,
CompTIA A+/Network+ Certification (7 Days) (4/4/2005 to 10/4/2005)

"It was great though i was not prepared for the sheer amount of learning that i need to do."
Mark OGrady, RY,
Microsoft MCTS .NET - Web Applications (7 Days) (25/6/2007 to 1/7/2007)

"Firebrand* experience, although exhausting is the best training experience I have encountered. The lecturer deserves the largest proportion of my priase. However it is quite evident that things are well orgainsed by the team at Heythrop."
Raj Sohal, Eon UK,
Microsoft MCAD (7 Days) (1/5/2006 to 7/5/2006)

""Be scared very scared! Put the work in before and be prepared for long hours, little sleep, but excellent results...""
RK, Blueloop Ltd,
Microsoft MCSE/Exchange 2003 (15 Days) (16/4/2007 to 22/4/2007)

ITIL Managers and Revision Training Course - Course Dates

Start	End	Availability	Register
9/4/2008	18/4/2008	Finished
2/7/2008	11/7/2008	Seats open	Register