ITIL Manager's Bridging Course (v2 - v3)
Course Code: ITILMBR
Duration: 5 Days
Overview
The ITIL Qualification Board has approved the use of existing ITIL version 1 and version 2 certifications for prerequisite exemption and credit use within the version 3 qualification scheme.
The bridging options exist to recognise the existing investment in ITIL certifications and eliminate the need to re-certify under the new scheme. The bridging options recognise the elements of ITIL version 2 which continue forward in version 3 and the certifications achieved prior to the release of the version 3 scheme.
Students will be awarded credit points for their existing ITIL certifications along with additional points gained for passing the relevant bridging exam. The target total of 22 points to gain the ITSM Expert Diploma remains the same.
Credit points do not expire and once gained can be used at a future date and will be applied in accordance with the rules of the qualification scheme in use at that time.
Adopting a more consistent, up-to-date approach and common terminology to service management enables organisations to increase productivity, save costs and improve customer service. This five-day managers’ bridge course introduces you to the key changes to this latest version of ITIL. The course is the easiest and most cost-effective way to obtain the top level qualification in IT service management, the ITIL Expert Diploma. It will also provide you with in-depth knowledge of the new version 3 methods, concepts and terminology in IT service management.
Course includes 90 minute, scenario based, multiple choice exam.
Topics covered include:
- A working knowledge of the Service Lifecycle.
- A discussion-led appreciation and application of the new concepts.
- A working understanding of all the new processes found in version 3.
- Guidance and practicalities on the differences between ITIL versions.
- Preparation for the managers’ bridge examination.
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.
