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Customer Service or Enrol: 0800 282 353 or +44 1372 364610 |
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You Will Learn 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
- Recognise how technology enables the Service Lifecycle
Course Benefits
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.
Who Should Attend
Those who hold the ITIL Service Manager Certificate (v1 or v2) and would like to obtain the ITIL v3 Service Manager Certification. With the successful completion of the ITIL v3 Service Manager Bridge Certification exam, practitioners progress to the ITIL Expert level.
Course Workshops
Workshops provide knowledge of Service Lifecycle processes that are new or significantly changed in ITIL v3 from previous versions. Workshops include:
- Applying Service Management as a practice
- Identifying Service Strategy processes and implementation challenges
- Linking Service Catalog Management to business value
- Implementing Continual Service Improvement to support the Service Lifecyle
- Planning Service Management technologies
- Taking the ITIL v3 Service Manager Bridge Certification exam
Course Content
- Why ITIL needed to change
- Exploring the new structure of ITIL
- How Good Practice can assist an organisation
- Describing a Service and the concept of Service Management as a practice
- Defining Service Management
- Service Catalog
- Risk
- Definitive Media Library
- Service Change
- Change types
- Service Strategy: Financial Management
- Service Design: IT Service Continuity Management
- Service Transition: Change Management
- Service Operation: Problem Management
- 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
- Key Service Management concepts
- Identifying how these concepts can be used as part of a successful ITSM project or operation
- 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
- The four main activities in the Service Strategy process
- Identifying the objectives and scope for Service Portfolio Management and Demand Management
- Recognising the roles and key metrics for Service Catalog Management
- The key activities of Information Security and Supplier Management
- Exploring the scope and basic concepts for Transition Planning and Support
- Roles and challenges for Release and Deployment Management and the DIKW model
- Key metrics of Event, Request and Access Management
- Communicating the methods and benefits of interfacing Service Operation to self-help capabilities
- Explaining the high level objectives, basic concepts, process activities, roles and metrics
- The 7-step improvement process
- The Service Desk
- Technical Management
- Application Management
- IT Operations Management
- The roles and responsibilities of the Service owner
- Determining organisational structure using the RACI model
- Considering generic requirements
- How Service Automation assists with integration
- Implementing Service Management
- Complementary industry guidance for ITIL v3
- COBIT
- ISO/IEC 20000
- CMMI
- Balanced Scorecard
- Quality management
- OSI
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ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Swirl logo is a Trade Mark of the Office of Government Commerce. EXIN International - Examination Institute for Information Science
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- Pre-course reading required
- Approximately 1 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 Exam
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Note for Passport and FlexPass Holders
An additional fee of £150 is applied for the examination when you use your Passport or FlexPass for this course.
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| Customer Service or Enrol: 0800 282 353 or +44 1372 364610 |
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