ITIL V3 Service Manager Bridge

The Office of the Government Commerce, UK (OGC - the official owner of ITIL® commissioned a program to review the best practice framework (referred to as ITIL® V2) for managing information technology and systems activities. The result was the launch of five core books in May 2007, referred to as ITIL® V3, for service management practice.

The main focus of this 5-Day ITIL® V3 Service Manager Bridge will be the NEW content of ITIL® V3 and those things that have changed. The course will cover the components that are new to ITIL® v3 which will form the main focus for the qualification. The course will look at the significant differences in V3 versus the components of V2.

EXAMINATION

At the end of the course, participants’ will write the final ITIL® V3 Service Manager Bridge examination, comprising of 20 scenario-based complex multiple choice questions, from which delegates are required to score 16 points (equivalent to 80%) to be awarded ITIL® Expert in IT Service Management.

LEARNING OBJECTIVES

• Candidates will gain understanding and competencies in IT Service Management as described in the ITIL® Service Strategy, ITIL® Service Design, ITIL® Service Transition, ITIL® Service Operation, ITIL® Continual Service Improvement, ITIL® Introduction and ITIL® Glossary publications.
• Candidates will be prepared for the ITIL® V3 Service Manager Bridge Examination.

WHO SHOULD ATTEND

The ITIL® V3 Service Manager Bridge course is suitable for individuals who:

• Already hold the Manager’s Certificate in IT Service Management at an earlier ITIL® version, and wish to obtain the ITIL® Expert in IT Service Management, thereby demonstrating their knowledge of ITIL® V3.
• Are Chief Information Officers, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Operation practitioners.

PREREQUISITE

This qualification is only available to candidates who currently hold the Manager’s Certificate in IT Service Management

MATERIALS

You will receive a course binder containing course notes, exercises, and suggested solutions.

WHAT YOU WILL LEARN

Course Introduction

Service Management as a Practice

• Functions and Processes
• Roles and Organization
• Technology and Architecture
• Implementation Considerations
• Complementary Industry Guidance

The Service Lifecycle

The Lifecycle Phase: Service Strategy

• Functions and Processes in Service Strategy
• Financial Management
• Service Portfolio Management (SPM)
• Demand Management

The Lifecycle Phase: Service Design

• Functions and Processes in Service Design
• Service Catalogue Management
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Supplier Management

The Lifecycle Phase: Service Transition

• Functions and Processes in Service Transition
• Transition Planning and Support
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Service Validation and Testing
• Evaluation
• Knowledge Management

The Lifecycle Phase: Service Operation

• Functions and Processes in Service Operation
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
• Monitoring and Control
• IT Operations
• Service Desk

The Lifecycle Phase: Continuous Service Improvement

• Functions and Processes in Service Operation
• The 7 step improvement process