I10-210: IT Service Support


The Service Support function is already complex and business critical. Over the next few years the deployment of Customer Relationship Management (CRM,) Capability Maturity Model (CMM) and Dynamic Systems Development Method (DSDM, a.k.a. Agile) approaches, enterprise packages and other integrated products will increase complexity and business criticality.

This course will help you to manage the future in a practical manner. It will help you create a ‘world class’ IT Service Support function that will help your organization maintain and improve it’s business edge.

When you pass the related examination, you will join an elite but growing group of 5,000 other qualified professionals.


To examine the business management, technical and operational issues associated with each of the Service Support components and then formulate improvement strategies and processes. Objectives include:


Managers, consultants, FM suppliers and experienced development, support and operations practitioners, who make substantial technical decisions affecting the support and delivery of IT services. Staff who are implementing a Service Management function, which will operate within ISO9000/BS5750, ISO17799/BS7799 (Security,) ISO27001 (Security) and BS15000 or BSI DISC PD0005 standards. Staff who require the internationally recognized Managers Certificate in IT Service Management and already hold the Foundation Certificate in IT Service Management.


A basic level of IT literacy including at least six (6) months experience in IT Operations. Technical skills as a team member to develop complex solutions. A Foundation's Certification in IT Service Management is essential.

Next Courses

Course Contents

Introduction - ‘World class’ IT Service Management. The links to Program, Project, Systems, Security and Network Management. ISO9002/BS5750/BS15000 (Commercial Quality Assurance): 2000, BSi DISC PD0005 (Code of Practice for IT Service Management,) ISO17799/BS7799 (Security) and ISO27001 (Security.) Review the ITIL approach for each service support process (mission, objectives, processes, tools, dependencies, benefits, costs and possible problems.) Includes the ISEB Syllabus.

Configuration Management - How to implement. How to control the IT infrastructure, manage services life cycle, reduce support and ownership costs. How the Configuration Management Database (CMDB) helps manage contracts, projects, costs, staff, problems, changes, availability and capacity.

Service Desk and Incident Management - How to implement and provide consistent first-line support for mission-critical applications. Service Desk critical success factors. Software tools. Distributed systems and outsourcing issues. Staffing issues and skills. Considers the impact of stress, difficult clients, team styles and motivators.

Incident and Problem Management - Includes incident management processes. How to implement and provide ‘continuous business improvement by helping diagnose and eliminate known errors, preventing recurring problems, identify potential risks, stabilize the infrastructure, reduce downtime, increase productivity, manage internal and third party suppliers and guarantee specified levels of services.

Change Management - How to implement and insure change implementation with minimum impact and at minimal cost. Risk, cost and business impact analysis. Approval and implementation. The continuous improvement processes and total cost of ownership. Discuss how to ensure integrity of the infrastructure via the CMDB. Change Models.

Release Management - How to implement and insure that the procurement and development issues, legal implications, properly manage strategies and processes.

Integrating Service Support Management - How to implement ITIL Service Support in different types of organizations. Organizational technical and physical boundaries, process owners, roles and responsibilities, critical success factors, key performance indicators, scope.  


Examinations leading to The ISEB Managers Certificate in IT Service Management are held in all continents. Possession of The ISEB Foundation Certificate in IT Service Management certificate is required for all candidates who wish to reach 'full certification' via the Manager Certificate in IT Service Management. IT Service Support and IT Service Delivery courses form a two-week training program leading to certification. To help you apply the concepts, the course provides a carefully balanced mix of tuition, case study, assignments and exercises. In addition, you will experience mock examinations based on previous papers.

While each course is freestanding, we strongly suggest that you attend the IT Service Support course first. You must have attended both courses (ISS and ISD) before examination.

If you wish to take the ISEB examinations, it is important that you attend a course paring that starts at least four (4) weeks before the exam date.

Certificate Advantages



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