ITIL ® v3 Service Manager Bridge

Course Overview

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.

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

Audience

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.

Skills Gained

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 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 organisation
• 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

• Recognising 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

Organisational structure of key functions

• The Service Desk
• Technical Management
• Application Management
• IT Operations Management

Service Management in the Organisation

Analysing IT Service Management roles

• The roles and responsibilities of the Service owner
• Determining organisational 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

Follow On Courses

• 192 ITIL(R) v2-v3 Foundation Certification Bridge
• 991 ITIL(R) v3 Intermediate Qualification: Service Operation
• 992 ITIL (R) v3 Intermediate Qualification: Service Transition
• 993 ITIL (R) v3 Intermediate Qualification: Service Design
• 994 ITIL (R) v3 Intermediate Qualification: Continual Service Improvement
• 995 ITIL(R) v3 Intermediate Qualification: Operational Support and Analysis
• 996 ITIL(R) v3 Intermediate Qualification: Release, Control and Validation
• 997 ITIL(R) v3 Intermediate Qualification: Planning, Protection and Optimization
• 998 ITIL(R) v3 Intermediate Qualification: Service Offerings and Agreement

ITIL ® v3 Service Manager Bridge / 198