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Description:

Special note

H8990SR course replaces U2800aae as of May, 2007.

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: It is recommended that candidates have studied and learned ITIL in depth prior to attending this session.

Audience

  • Professionals who want assistance with their preparation for the service management examinations

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.



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
  • Preparing for exam and Q and A
    • Generating possible questions
    • Discussing possible answers
  • Course program
    • Ongoing recaps
    • Exam preparation

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