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ITIL Service Management Course Index & Training Schedule


More ITIL Service Management Courses

ITIL® Foundation CourseITIL® Service Strategy CourseITIL® Service Design CourseITIL® Service Transition CourseITIL® Service Operation CourseITIL® Continual Service Improvement CourseITIL® Operational Support & Analysis CourseITIL® Release, Control & Validation CourseITIL® Planning, Protection & Optimisation CourseITIL® Managing Across the Lifecycle CourseITIL® Service Offerings & Agreements Course


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Training Course Subjects:

Applications Training Courses C Programming Courses C# Programming Courses Cisco Courses Citrix Courses CIW Courses CompTia Courses Database Courses Exchange Server Courses Fortran Courses Internet Courses ITIL Service Management Courses Java Courses Linux Courses Microsoft Courses Microsoft .NET Courses Microsoft Access Courses Microsoft Excel Courses Microsoft Outlook Courses Microsoft Powerpoint & Visio Courses Microsoft Project Courses Microsoft Server Products Courses Microsoft Word Courses Networking Courses Oracle Courses Perl Courses Programming Courses Security Courses SQL Courses SQL Server 2005 Courses SQL Server 2008 Courses Unix Courses VBA Courses Visual Basic Courses Visual Basic 2008 Courses Visual Studio Courses Visual Studio 2008 Courses Visual Studio 2010 Courses VMWare Courses Web Design Courses Windows Server 2003 Courses Windows Server 2008 Courses Windows 7 Courses Windows Vista Courses Windows XP Courses XML Courses

Online e-Learning Courses

Scheduled Classroom based Training Courses

ITIL Managers Service Support Course

- this course is no longer scheduled to run. Please refer to schedule for current course titles.

Course Description

The Manager's Certificate is attained by first attending two 5-day courses, covering ITIL® Service Delivery and Service Support. The courses provide practical guidance on the design, implementation and management of a Services Framework based on ITIL® best practice guidelines. The 1-day revision workshop helps prepare delegates for the EXIN IT Service Management Service Delivery and Service Support examinations.
 £1450

5 day course

Scheduled Dates:

Course pre-requisites:

Students taking IT Service Management: Service Delivery and Service Support exams must have completed the accredited courses, completed the in-course assessments to a satisfactory level, and hold the ITIL® Foundation Certificate.


Topics covered on the 5 day ITIL Managers Service Support course

Configuration Management

  • Basic concepts and terminology
  • Configuration breakdown and relationships
  • Building, implementing and managing a configuration management database (CMDB)
  • Using a CMDB to manage incidents, problems & changes

Incident Management

  • Interface between IT and users
  • Incident logging and escalation
  • Coding systems, diagnostic aids
  • Service quality metrics and reporting
  • Service desk types & the staff skills required
  • Service desk contribution to the quality of the overall service provision

Problem Management

  • Incidents, problems and known errors
  • Problem control and prevention
  • Analysis and targeting techniques
  • Categorisation, priority and severity coding provision

Release Management

  • Storage, control and release of authorised software/hardware
  • Definitive Software Library (DSL) and Definitive Hardware Store (DHS) with interfaces to the configuration management system

Service Management Tools

  • The tools available and selecting the most appropriate tool for your organisation

Course Classification:  Technical Training Course

This is an instructor led training course taught in a classroom based environment.

Course Fee = £1450   (excl.VAT)



Scheduled course dates



Print / Download PDF Version of full course schedule

If you would prefer to run this course at your premises as you have several employees to place on the course perhaps, then we are also able to offer onsite ITIL Service Management Training and bespoke ITIL Service Management courses