Description

This course is designed for those who hold the ITIL v2 Manager's Certificate in Service Management and now want to gain the bridging qualification to the ITIL V3 Diploma.

The course will be examined and will result in the achievement of the ITIL Diploma.

The course focuses on the new ITIL v3 structure (The service Lifecycle) and how this extends beyond the Service Support and Service Delivery focus in ITIL v2.

On completion, delegates will have a sound appreciation of the improvements to ITIL, understand what they are and the benefits they will bring to both IT and the business.

Structure

This nature of the examination following this course; the limited timescale; and the examiners assumptions that students will already be familiar with much of the content of ITIL v3; means that much of the course content is factual detail needed for the examination.

Whilst a variety of teaching and learning activities are used throughout the course, there is only limited opportunity for practical exercises; group discussions; and / or syndicate activity.

The course is intense and significant evening work / guided self study is necessary.
 

Topics

New at ITIL V3

Service management as a practice
The Service Lifecycle
Understand the main goals and objectives of the five phases of the service lifecycle
Generic Concepts and Definitions
Key Principles and Models

Processes
Service Portfolio management
Service catalogue management
Information Security management
Supplier management
Transition Planning and Support
Release and Deployment management
Service Validation and Testing
Evaluation
Knowledge management
Event management
Request Fulfilment
Access Management Functions
Service Desk
Technical management
Application management
IT Operations management
Roles and Organisation
Service owner
The RACI model
Business units
Service units
Service Operation organisation structures
Technology and Architecture
Implementation considerations
Significant Changes at ITIL V3

Generic Concepts
Processes
 

Pre-requisites

This qualification is ONLY available to candidates who already hold the Manager’s Certificate in IT Service Management.

The examining body (APM Group) recommends that, prior to course attendance, candidates read the ITIL 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)
 

The following dates are available for this course:

Dates for this course are available on request. Please Contact us for details.