Frequently Asked Questions

What is this course about? This course provides a fast track to achieve your ITIL v3 Service Manager certification. In this course, you identify new ITIL v3 content and examine 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. Who will benefit from this course? This course is geared toward those who hold the ITIL Service Manager Certificate (v1 or v2) and would like to obtain the ITIL v3 Service Manager Certification. This includes CIOs, senior IT managers and supervisors, IT professionals and IT operation practitioners. What background do I need? You must hold the v1 or v2 Service Manager Certificate to take this course. You should also have read the ITIL v3 Service Lifecycle Practices core guidance, which includes: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Introduction to the Service Lifecycle (optional, but recommended) You can also take this course if you have enough credits from the v1-v2 Foundation and Practitioner certifications. Does this course count toward the ITIL Expert certification? Yes. If you already hold the v1 or v2 Service Manager Certificate, you will have obtained the ITIL Expert qualification upon achieving the ITIL v3 Service Manager Bridge Certificate. The APMG has released the ITIL Credit Profiler: http://www.itil-officialsite.com/itilmapping/v2/map.asp. This online tool allows you to map your current v2 and v3 qualifications against the v3 scheme. The Credit Profiler helps you determine how many credits you currently hold within the scheme, and to assess and decide on the best route for v3 certification. This tool also provides recommendations, and you are free to choose a selection of modules based on your own educational and certification requirements. I have 12 credits from v1-v2 Practitioner-level certifications. Am I eligible to take the Service Manager Bridge certification exam? Yes. With 12 credits from v1-v2 Foundation and Practitioner certifications, you are eligible to take this course and the exam (3.5 credits are awarded for a clustered Practitioner certificate, 2 credits for a single-process Practitioner certificate and 1.5 credits for a v2 Foundation certificate). However, in order to obtain the ITIL Expert qualification, you must first achieve the v3 Managing Across the Lifecycle certificate. How much time is spent on each topic? Content Hours Introduction 0.5 What's new in ITIL v3 1.5 Service Lifecycle 2.5 Service Management models 1.0 Processes and functions 19.5 Service Management in the organization 1.0 Implementation considerations and industry guidance 1.0 Mock exam 2.5 Times, including the workshops, are estimates; exact times may vary according to the needs of each class. What topics does the exam cover? The Service Manager Bridge exam focuses mainly on the new content of ITIL v3. The exam also covers those items that were well known in v2 but have some significant changes in v3. How is the exam structured? The v3 Service Manager Bridge exam is a 20-question, scenario-based, complex multiple-choice examination. You have 90 minute to complete the exam and must answer 16 of the 20 questions correctly (80 percent) to pass. How are the ITIL materials covered in the workshops? Workshops and practical assignments provide knowledge of Service Lifecycle processes that are new or significantly changed in ITIL v3 from previous versions. The workshops offer you multiple opportunities to apply recently learned concepts and include practical exercises and practice exam questions. Is this course accredited? Yes! APMG, the official ITIL accreditor, has accredited this course and the instructors who teach it as providing high-quality training in IT Service Management. How does this course relate to other Learning Tree courses? The following related courses are based on ITIL v3: 192, ITIL® v2-v3 Foundation Certification Bridge  197, ITIL® v3: Achieving Foundation Certification  991, ITIL® v3 Intermediate Qualification: Service Operation  992, ITIL® v3 Intermediate Qualification: Service Transition  993, ITIL® v3 Intermediate Qualification: Service Design  994, ITIL® v3 Intermediate Qualification: Continual Service Improvement  995, ITIL® v3 Intermediate Qualification: Operational Support and Analysis  996, ITIL® v3 Intermediate Qualification: Release, Control and Validation  997, ITIL® v3 Intermediate Qualification: Planning, Protection and Optimisation  998, ITIL® v3 Intermediate Qualification: Service Offerings and Agreements  These courses are based on ITIL v2: 187, ITIL® v2: Achieving Foundation Certification  188, ITIL® v2: Service Desk, Incident and Problem Management Practitioner Certification  189, ITIL® v2: Service Desk, Incident and Problem Management Practitioner Certification  193, ITIL® v2: Practitioner Agree and Define (IPAD) Certification  Additional management courses that may be of interest include: 211, Introduction to Business Analysis: Defining Successful Projects  212, Building an Effective Business Case  289, Disaster Recovery Planning: Ensuring Business Continuity  290, Management Skills

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