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- ITIL V2 Overview
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- ITIL V2 - V3 Bridging
- ITIL Service Desk Practitioner
- ITIL Problem Practitioner
- ITIL Config Practitioner
- ITIL Change Practitioner
- ITIL Release Practitioner
- ITIL Release & Control
- ITIL Service Level Practitioner
- ITIL Availability Practitioner
- ITIL Capacity Practitioner
- ITIL V2 - V3 Managers Bridge
- ITIL Service Support
- ITIL Service Delivery
- ITIL Manager Revision Day
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ITIL™ V2-V3 Managers Bridge - £1395+vat
Course Duration - 5 Days
About the course:
Adopting a more consistent, up-to-date approach and common terminology to Service Management enables organisations to increase productivity, save costs and improve customer service.
This four day managers bridge course introduces the key changes to this latest version of ITIL.
What will this course give me?
This course updates your Manager certificate to the new Version 3 Diploma.
It will also provide you with knowledge of the current ’Best Practice‘ concepts and terminology in Service Management
Who is the course for?
Individuals who require an understanding of the new ITIL framework and how it may be used to enhance the quality of IT Service Management within an organisation.
IT Professionals who are working within an organisation that has adopted and adapted ITIL who need the latest knowledge to take Service Management further
What is provided?
Comprehensive course materials including :
- Pre-course reading materials
- Course manual
- Sample exam questions
- Lunch and refreshments
- Paper and pens for notes
Prerequisites
Candidates must currently hold a Managers Certificate in a previous version of ITIL
Examination
The examination is a 90 minute ‘closed book’ exam consisting of 20 complex multiple choice questions, and is invigilated by ISEB.
The pass mark is 16/20 (80%)
Course Content:
Introduction
- ITIL background
- Reasons for the ITIL refresh
- The new structure of ITIL (core, complementary and web based material)
Service Management as a Practice
- The concept of a Service
- The concept of Service Management
The Service Lifecycle
- Objectives of the Service Lifecycle and creating business value
Service Strategy
- Establishing an overall strategy for IT Services & ITSM
- Explaining how Service Assets are the basis for Value Creation
- Describing the basics of Value Creation through Services
- Implementing the four main activities in the Service Strategy process
- New process and roles : Service Portfolio Management (SPM)
Service Design
- Establishing solutions to meet requirements
- Defining the five major aspects of Service Design
- Looking at different Service Sourcing approaches and options
- New and changed processes and roles in Service Design :
- Service Catalogue Management
- Information Security Management (ISM)
- Supplier Management
Service Transition
- Managing the transition through the lifecycle
- The Service V model
- New and changed processes and roles in Service Transition :
- Release and Deployment Management
Service Operation
- The day-to-day management of IT Services
- Managing conflicting balances in Service Operation
- New and changed processes and roles in Service Operation :
- Event Management
- Request Fulfilment
- Access Management
- New and Changed Functions :
- The Technical Management function
- The Application Management function
- The IT Operations Management function (IT Operations Control and Facilities Management)
Continual Service Improvement
- Managing improvements to IT Services and ITSM Processes
- The Continual Service Improvement Model
- Establishing Baselines
- The ‘7 step’ improvement process
- The importance of metrics in Improvement
Technology and Architecture
- Benefits of automation
- Operational requirements
| Course | Location | Date |
|---|---|---|
| ITIL V2-V3 Managers Bridge | London | 18.02.08 |
| ITIL V2-V3 Managers Bridge | Manchester | 03.03.08 |
| ITIL V2-V3 Managers Bridge | London | 14.04.08 |
| ITIL V2-V3 Managers Bridge | Glasgow | 02.06.08 |
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