Description

This ITIL Managers Bridge 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.

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)

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

The following dates are available for this course:

Heywood (Manchester)

• 4-8 October 2010