I10-220: IT Service Delivery


IT Service managers are responsible for delivering an ever growing and complex mix of products and services. The changes in security, continuity, legal and financial requirements as well as the growth in e-commerce and Enterprise systems delivered world-wide makes the IT Service Delivery function a major strategic component of any business.

This course will help you to implement Service Management ‘best practices’ that complement the business and IT strategy you will help improve performance and reliability, meet demand, ensure business continuity, harvest the benefits and contribute to the business bottom-line. It will help you create a ‘world class’ IT Service Delivery function that will help your organization effectively implement it’s business future.

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 ITIL Service Delivery 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 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 Delivery. 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,) ISO27001 (Security) and Review the ITIL approach for each service support process (mission, objectives, processes, tools, dependencies, benefits, costs and possible problems.) Includes the ISEB Syllabus.

Availability Management (AM) - How to implement or improve AM. Linking AM into the service, procurement, development, value and supply chains processes, tools and techniques for improving service availability. Includes discussion of third party supplier management issues.

Capacity Management (CM) - How to implement or improve CM. How to create a capacity plan. Performance, resource, applications, demand, supplier, development and network management issues. Capacity management tools and techniques. Includes structuring the capacity management database.

Service Level Management (SLM) - How to implement SLM. SLM inside the total life cycle process. How to write Service Level and Operational Level requirements. Internal and external ‘specifications’, catalogs and Service Level Agreements. Procurement, Supplier/Customer Management and Contractual issues.

Financial Management for IT Services (FM) - How to implement or improve FM. Processes involved in monitoring and reporting the costs and charges. How to move from a cost center to a profit center. Discuss how to ensure the integrity of the financial model, how to apply it to the menu of services and contribute to the business value proposition.

Business Continuity (BC) and IT Service Continuity Management (ITSCM) - How to implement or improve. The initiation, requirement strategy, implementation and operational management stages. How to identify critical services. Legislation. BS7799/ISO17799 (and it's replacement) standards, contingency planning, risk analysis and management. Disaster Recovery options. Creating, implementing and testing the BC and Disaster Recovery plans..

Implementing and Integrating Service Management (ITSM) - How to implement ITSM into different types of organizations. Organizational, technical and physical boundaries, key process owners’ roles and responsibilities, critical success factors, performance indicators and scope. How to include Organization, project and resource management. Learning to draw out the business perspective and supporting applications and their management.


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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