ITIL® v3 Foundation Bridge Certificate

You Will Learn How To

Prepare for and take the ITIL v3 Foundation Bridging Certification Exam
Evaluate ITIL v3 content and identify the benefits of ITIL v3 implementation
Identify the primary differences between ITIL v2 and ITIL v3
Explain the business objectives for each phase of the ITIL v3 Service Lifecycle
Assess the main principles and models of ITIL v3 Service Management
Recognise how the ITIL v3 processes contribute to the Service Lifecycle

Course Benefits

ITIL v3 offers many improvements over the previous version, including a focus on business and IT integration and a holistic Service Lifecycle. This course focuses on the new ITIL v3 content and the major differences between ITIL v2 and v3. You gain the skills to take the ITIL v3 Foundation Bridging Certification Exam, offered at the end of class.

Who Should Attend

This course is geared to those who have the ITIL v2 Foundation Certificate and would like to transition to ITIL v3. The successful completion of the ITIL v3 Bridging Exam is comparable to obtaining the ITIL v3 Foundation Certificate.

Workshop Course

In this one-day course, you gain knowledge of ITIL v3 key changes and new content. Through workshops, you gain practical skills to take the ITIL v3 Foundation Bridging Certification Exam:

Exploring ITIL v2 and v3 differences
Enhancing competitive advantage with ITIL Service Strategy
Designing Services for Business needs
Applying CSI to improve IT Services
Taking the ITIL v3 Foundation Bridging Certification Exam

Important Course Information

Approximately 2-5 hours of pre-course preparation
The ITIL v3 Foundation Bridge Certification Exam is offered at the end of the class
The Bridge Exam includes content on ITIL v2 that is not covered in this course
The course fee includes the Bridge Exam

Course Content

Introduction to ITIL v3

Background and development of ITIL v3
Recognising the benefits of ITIL v3
Service Management as a practice
Defining the concept of a Service
The ITIL v3 Qualification scheme

Assessing the Service Lifecycle

Defining the Service Lifecycle

The five Lifecycle phases
Describing the structure, scope, components and interfaces in the ITIL Library
Recognising the objectives and business value for each Lifecycle phase

Exploring the main objectives of the five phases

Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement

Identifying key terminology

ITIL v3 content: Utility and Warranty, Resources and Capabilities, Service Portfolio
IT Governance across the Lifecycle
A higher level of knowledge management: the Service Knowledge Management System
Service Management Technology requirements

Service Strategy: Defining Objectives

Service Assets as the basis for Value Creation
Fundamentals of Value Creation through Services
The four main activities in the Service Strategy: market, offerings, strategic assets, execution
Stating the basic concepts and roles for Portfolio and Demand Management

Service Design: A Blueprint for Success

Discussing the five major aspects of Service Design
Exploring Service Portfolio Design
Identifying Business Requirements
Defining Service Requirements and design of Services
Functions of Information Security and Supplier Management
The role of the Service Design Package and Service Catalogue

Service Transition: From Test to Live

Transition Planning and Support
Explaining the Service V model
Exploring the objectives of Release and Deployment Management
Change Management: challenges, change types and the seven R's
The information structure behind Service Asset and Configuration Management

Service Operations: Running Day-to-Day Operations

Examining the processes

Recognising conflicts in Service Operation
IT Services versus Technology components
Event Management within the Incident Lifecycle
The role of Access Management
New to ITIL v3: Request Fulfillment
Comparing Quality of Service vs. Cost of Service

Identifying the Service Operation functions

Technical Management to manage the infrastructure
Application Management and the Software Management Lifecycle
IT Operations Management

Continual Service Improvement (CSI): Maintaining Momentum

Explaining the CSI model
Measuring for CSI: Business value and Baselines
Types of metrics: technology, process and service
The seven step improvement process: exploring objectives, activities and metrics

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