ITIL® Managers Bridging Course from Versions 1/2 to Version 3 Diploma — A 5-Day Course

 Open Public Course Closed In-House Course

Course Description

This ITIL® Managers Certificate in IT Service Management Bridging Course to the ITIL V3 Diploma in IT Service Management gives candidates a fast track route to the new ITIL Version 3 Diploma. This Five Day Course provides a complement to training from previous ITIL versions, and is designed for holders of existing ITIL Managers Certificates.

The aim of the course is to highlight the new topics in ITIL version 3 and the main differences from earlier ITIL Versions. Managers will gain a strong understanding of the enhancements to ITIL best practice brought about through the version 3 refresh.

This course is aimed at existing holders of the ITIL Managers Certificate in IT Service Management from earlier ITIL versions who wish to obtain an overview of the new content of ITIL V3 and achieve the ITIL Diploma in IT Service Management.

Course Objectives

This course is accredited by, and follows the syllabus specified by the APM Group and will provide candidates with knowledge and understanding of:

• Service Management as a practice
• Service Lifecycle
• Key Principles and Models
• Generic Concepts
• Processes
• Roles
• Functions
• Technology and Architecture
• ITIL Qualification scheme

The main focus of the Bridging course will be the new content of the IT Infrastructure Library (ITIL), which covers the five core volumes that provide an end-to-end view of IT and its integration with business strategy. It will also provide an overview of the main differences on topics known from earlier ITIL versions and in doing so to prepare delegates for the ITIL v3 Manager's Bridging exam.

Intended Audience

This course is aimed at:

• Individuals who already hold the Manager's Certificate in IT Service Management at an earlier ITIL version, who wish to obtain the ITIL Expert in IT Service Management, thereby demonstrating their knowledge of ITIL V3
• Individuals who hold sufficient v2 Practitioner Credits and would like to obtain the ITIL Expert qualification by successfully completing the V3 Managers Bridge and The Managing Across the Lifecycle accredited courses and examinations

Examination

This is a 90 minute closed book, Twenty (20) question Scenario-based, complex multiplechoice examination consisting of 10 Scenarios with 2 questions on each. The pass Mark is 80% (16/20). This module counts as 5 credits towards the ITIL Expert Certification.

Course Prerequisites

This qualification is ONLY available to candidates who already hold the Manager's Certificate in IT Service Management or sufficient V2 Practitioner credits. There is mandatory accredited course attendance for this examination. Candidates are expected to be familiar with the content of the five ITIL Service Lifecycle Core publications.

You need to bring to the course with you proof of having gained your Manager's Certificate for a previous version of ITIL (either the certificate number or the certificate itself). If you cannot provide this proof you may join the course but you will be unable to sit the exam. This is a requirement of ISEB.

Publicly scheduled dates, locations, and prices

Course Outline

Introduction

• ITIL V3 background and structure, and reasons for the ITIL refresh

Service Management as a Practice

• The concept of a Service
• The concept of Service Management

The Service Lifecycle

• Service Lifecycle objectives
• Creating business value

Service Strategy

• Establishing an overall strategy for IT Services & ITSM
• Fully understand how Service Assets are the basis for Value Creation
• Define and explain Value Creation through Services
• Implementing the four main activities in the Service Strategy process
• Implementation issues
• New process and roles:
  • Service Portfolio Management (SPM)

Service Design

• Establishing solutions to meet requirements
• Understanding the five major aspects of Service Design
• Comparing and evaluating different Service Sourcing approaches and options
• Implementation issues
• New and changed processes and roles in Service Design:
  • Service Catalogue Management
  • Information Security Management (ISM)
  • Supplier Management

Service Transition

• Managing service transition and release policy
• The Service V model
• Testing and acceptance criteria
• Implementation issues
• New and changed processes and roles in Service Transition:
  • Release and Deployment Management

Service Operation

• Management of IT Services
• Managing conflicting balances in Service Operation
• Interfacing 'Self Help' capabilities
• Implementation issues
• New and changed processes and roles in Service Operation:
  • Event Management
  • Request Fulfilment
  • Access Management
• New and Changed Functions:
  • Technical Management
  • Application Management
  • IT Operations Management (IT Operations Control and Facilities Management)

Continual Service Improvement

• Managing improvements to IT Services and ITSM Processes
• The Continual Service Improvement Model
• Establishing Baselines
• The '7 step' improvement process
• The Deming PDCA model
• The importance of metrics in Improvement
• Implementation issues

Technology and Architecture

• Benefits of automation
• Generic requirements
• Operational requirements