ITIL® V3 Service Manager Bridge Course
What is the ITIL® V3 Service Manager Bridge Course?
The ITIL V3 Service Manager Bridge Certificate provides a fast track to update your Service Manager certification. This course covers new ITIL V3 content and introduces the Service Lifecycle, which forms the core of ITIL V3. You also gain the knowledge necessary to take the ITIL V3 Service Manager Bridge Certification Exam, offered at the end of this course (and included in the course price).
The ITIL® V3 Service Manager Bridge Course will teach you how to:
- Prepare for and take the ITIL V3 Service Manager Bridge Certification Exam
- Define the concept of Service Management as a practice
- Identify the Service Lifecycle as the core of ITIL V3
- Assess how the Service Management processes contribute to the Service Lifecycle
- Explain the objectives, scope, activities and roles for all of the ITIL V3 processes
- Recognize how technology enables the Service Lifecycle
Who should attend the ITIL® V3 Service Manager Bridge Course?
Those who hold the ITIL Service Manager Certificate (V1 or V2) and would like to obtain the ITIL V3 Service Manager Certification should attend this ITIL V3 Service Manager Bridge Course. With the successful completion of the ITIL V3 Service Manager Bridge Certification Exam, practitioners progress to the ITIL Expert level.
What should you expect from the ITIL® V3 Service Manager Bridge Course?
- Pre-course reading is required
- Approximately one hour of home study each evening
- The ITIL V3 Service Manager Bridge Certification Exam is offered at the end of the class
- The course fee includes the Service Manager Bridge Certification Exam
ITIL® V3 Service Manager Bridge Course Content
Introduction
- The background of ITIL V3
- Why ITIL needed to change
- Exploring the new structure of ITIL
- Service Management as a practice
- How Good Practice can assist an organization
- Describing a Service and the concept of Service Management as a practice
- Defining Service Management
What's New in ITIL V3
- Generic processes
- Service Catalog
- Risk
- Definitive Media Library
- Service Change
- Change types
- Specific processes
- Service Strategy: Financial Management
- Service Design: IT Service Continuity Management
- Service Transition: Change Management
- Service Operation: Problem Management
Service Lifecycle
- The structure of the Service Lifecycle
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- Exploring the scope, components and interfaces of the ITIL Library
- Identifying the objectives and business value of each Lifecycle phase
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement
- Terminology and definitions
- Key Service Management concepts
- Identifying how these concepts can be used as part of a successful ITSM project or operation
Service Management Models
- Comparing Service Strategy Fundamentals
- The importance of people, processes, products and partners for Service Management
- Communicating Service Transition policy
- Explaining conflicting balances in Service Operation
- The role of measurement for Continual Service Improvement
- Balancing some of the opposing forces within Service Management
Processes and Functions
- Service Strategy
- The four main activities in the Service Strategy process
- Identifying the objectives and scope for Service Portfolio Management and Demand Management
- Service Design
- Recognizing the roles and key metrics for Service Catalog Management
- The key activities of Information Security and Supplier Management
- Service Transition
- Exploring the scope and basic concepts for Transition Planning and Support
- Roles and challenges for Release and Deployment Management and the DIKW model
- Service Operation
- Key metrics of Event, Request and Access Management
- Communicating the methods and benefits of interfacing Service Operation to self-help capabilities
- Continual Service Improvement
- Explaining the high-level objectives, basic concepts, process activities, roles and metrics
- The 7-step improvement process
- Organizational structure of key functions
- The Service Desk
- Technical Management
- Application Management
- IT Operations Management
Service Management in the Organization
- Analyzing IT Service Management roles
- The roles and responsibilities of the Service owner
- Determining organizational structure using the RACI model
- Technology and architecture
- Considering generic requirements
- How Service Automation assists with integration
Implementation Considerations and Industry Guidance
- Implementing Service Management
- Complementary industry guidance for ITIL V3
- CobiT
- ISO/IEC 20000
- CMMI
- Balanced Scorecard
- Quality management
- OSI
