Overview
ITIL, developed in the late 1980’s by the Office of Government Commerce (OGC) in the United Kingdom is now the de-factor industry standard for managing a focused, cost effective IT services infrastructure. Organizations around the world are using this best practice framework to improve efficiency and communications in IT services. 

The ITIL Service Manager is one of the industry’s most rigorous and sought after designations.  This KMG training module is geared towards helping learners achieve the ITIL v2 Service Manager certification.   

Objective
The KMG ITIL v2 Service Manager Training focuses on how to apply, manage and analyze ITIL v2 processes in your organization.  Program objectives are achieved through case studies, exercises, practical homework assignments and best practice teachings.  Since this is a very rigorous course, a high degree of commitment from the learner is required for the successful completion of the program.

The KMG ITIL v2 Service Manager training imparts skills that enable participants to:

	Record, guard, and improve the selected ITIL Processes
	Analyze organizational IT Service Management processes
	Design the organizational structure for implementing IT Services Management processes
	Assess and audit IT Service Management processes
	Implement change processes
	Communicate effectively through both verbal and written modes.
	Communicate effectively through both verbal and written modes.
	Communicate effectively through both verbal and written modes.
	Understand the Role of Continuous Process Improvement
	Assess the Quality of Service Improvement
	Manage the Control, Reduction, and Recovery of IT Costs
	Be an effective IT Service Manager
Audience & Prerequisites The KMG ITIL v2 Service Manager training is aimed at IT Service Managers, ITIL Process Owners, ITIL Practitioners, and ITIL Implementation Consultants. The prerequisites for taking the KMG ITIL v2 Service Manager training are:
The Foundation Certificate in IT Service Management (required to take the Service Managers exam) Excellent language and presentation skills At least two years of professional experience as a manager or consultant in IT management Contents Week 1 - Service Support Week 2 - Service Delivery 1. Introduction to Service Support Processes 1. Introduction to Service Delivery Processes 2. Continuous Service Improvement Program (CSIP) 2. Service Level Management 3. Configuration Management 3. Financial Management 4. Service Desk Management 4. Availability Management 5. Incident Management Theory 5. Capacity Management 6. Problem Management 6. IT Service Continuity Management 7. Change Management Theory 7. Security Management Theory 8. Release Management Theory Week 3 - Exam Prep and Exams 9. Service Support Processes 1. Service Support Prep & Exam   2. Service Delivery Prep & Exam Duration The KMG ITIL v2 Service Manager course is divided into two five-day sessions with three to four weeks between the first and the second week. After the second week, students come together once more for two days to prepare for the exams and two days to take the IT Service Manager Certification exam from EXIN. The exam consists of two three-hour-long parts, Service Support and Service Delivery Credits On clearing the exams at the end of the KMG ITIL v2 Service Manager course, the students earn: 17 ITIL credits