Public sessions of this course will be done remotely using HP’s HP Virtual Classroom, eliminating the need for students to travel. Click here for more information on our Rail Classes.
Course overview
This 2-day course helps the participant prepare for the ITIL (IT Infrastructure Library) Service Support and the Service Delivery exams. Passing these two exams leads to the accredited 'Managers Certificate in IT Service Management'. Exam techniques are outlined, the exam case is analyzed in detail and possible problem areas within the case are identified per process. Possible questions are discussed in the group. The participant leaves the course with material to better prepare for the exam.
Prerequisites
ITIL foundations workshop (H9015S) or ITIL foundations (H1846S)
Passed ITIL foundations examination
IT Service Support (U8687S) and IT Service Delivery (U8688S)
ITIL Service Support Book studied (ISBN 0-11-330015-8)
ITIL Service Delivery Book studied (ISBN 0-11-330017-4)
Examination Case received and analyzed
Note: This course is focused on analysis of the case study that accompanies the exam and is taken approximately two weeks prior to the exam. Candidates should consider taking HH026S ITIL Managers Exam: Tips and techniques for planning, studying for, and taking the exam as shortly as possible after their first ITIL Manager course, in order to be as prepared as possible going into this case study analysis course and and the actual exams.
Audience
Professionals who want assistance with their preparation for the service management examinations
Ways to save
Save with the HP Care Pack education service offerings.
To adequately prepare the participant to take and pass the Service Support and Service Delivery exams.
Benefits to you
The exam preparation workshop helps you better prepare for the examinations. An in depth analysis of the case study that is being used on your exam and an indication of possible problem areas in the case will help you focus your studies.
Next Steps
ITIL service support and ITIL service delivery examination (three hours each)
Course outline
Service management overview
Day 1
Introduction
ITIL Theory Review with exam tips
Analyzing case studies
Study techniques
Analyzing exam case overview
Group case reading
Group case analysis with respect to ITIL topics
Day 2
Analyzing case in detail for the exam
Spotting case problems per process
Discussing case problems for possible solution directions
Printable version
