The course is aimed at IT professionals, particularly those from the area of IT Service Management, who wish to improve their Business and Management skills. It will be of particular value to those who are relatively new to Management responsibilities or those more experienced Managers who have had little or no formal training in these areas and who now wish to do so.
The course includes a high content of practical work and student participation, with hands-on involvement in both group and individual exercises. Video recording/playback is used in a number of these exercises. An in-course assessment of all students is part of the process leading to the ISEB Certificate in Business & Management Skills for the successful candidates.
The course is not simply an hypothetical exploration of management theory, but is instead a sound practical course based upon wide experience and best practice. The syllabus for the course is based upon the new ITIL module of the same name.
Because of some of the terminology and references that are used during the course, it will be advantageous if participants have attended the ISEB Service Management Essentials or full ISEB Service Managers course prior to this, though this is not essential.
Note. Because of the high level of practical work involved in the course, students will be encouraged to bring along lap-top or notebook PCs to use during these exercises (though this is not essential). A printer will be available for use by all students.
Focus on Business
Introduction to Management - What is a Manager?
Team Working and Building
Problem Solving & Decision Making
Motivation
Communication; Oral, Written
Report Writing
Interviewing Techniques
Negotiating Skills
Conflict Management
Meetings
Finance
Presentation Techniques
Business Planning
Basic Project Management
Time management & Personal Effectiveness
Customer Care & Service Culture