ITIL v3 Service Manager Bridge Course

Course Length: Four Days

INTRODUCTION:

This 4 day ITIL v3 Service Manager Bridge Certificate course provides an update to 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 completion of the course.

AUDIENCE:

Individuals holding 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 may progress to the ITIL Expert level.

LEARNING OBJECTIVES:

At the end of this 4 day course, the student will gain competencies and prepare to:

  • 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
  • Apply Service Management as a practice
  • Identify Service Strategy processes and implementation challenges
  • Link Service Catalog Management to business value
  • Implement Continual Service Improvement to support the Service Lifecycle
  • Plan Service Management technologies
  • Take the ITIL v3 Service Manager Bridge Certification exam

 

CERTIFICATION EXAM:
The single examination covers all five phases of the Service Lifecycle and is a 20 question, scenario-based, multiple choice examination.  The exam is 1.5 hours in length.

 

 

COURSE PREREQUISITIES

Students holding the ITIL Service Manager Certificate (v1 or v2) and would like to obtain the ITIL v3 Service Manager Certification.

 

COURSE OUTLINE:

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

  • 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

Examination

  • Mock/Practice Examination
  • Examination

 

 

One Campbell Plaza, Suite 2B
St. Louis, MO 63139
Phone: (314) 644-6400
Fax: (314) 644-3670
www.premier-ks.com