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Upgrade to V3 Before June 2011.
Complete the Manager Bridge before June 2011.
Complete the
ITIL Service Manager V2 Exams before August 31, 2010 (re-sit
exams until June 2011).
Course Overview
The ITIL ® V3 Managers Bridge
course will bridge the gap between the ITIL ® Manager’s Certificate
in IT Service Management at an earlier ITIL ® version and the ITIL ®
Expert qualification based upon ITIL ® V3.
Audience The ITIL ®
Manager Bridge qualification is intended for individuals who already
hold the Managers Certificate in IT Service Management at an earlier
ITIL ® version. This may include but is not limited to, CIO’s,
Senior IT Managers, IT Managers and Supervisors, IT professionals
and IT Operation practitioners.
Prerequisites -
ITIL Foundation Certificate.
- ITIL Service Manager V2
Certificate (Must be complete before Aug 31, 2010, re-sit exams
until June 2011).
Course Outline
Part-I: New in ITIL @ Version 3
New structure of ITIL
• core, complementary and web based material
Service Management as a practice
• concept of a Service
• concept of Service Management
Service Lifecycle
• structure, scope, components and interfaces of the ITIL @ Library
• goals and objectives of Service Strategy
• goals and objectives of Service Design
• what value Service Design provides to the business
• goals and objectives of Service Transition
• what value Service Transition provides to the business
• goals and objectives of Service Operations
• what value Service Operation provides to the business
• goals and objectives of Continual Service Improvement
• what value Continual Service Improvement provides to the business
Concepts and definitions
• Utility and Warranty
• Resources and Capabilities
• Service Portfolio
• The role of IT Governance across the Service Lifecycle
• Business Case
• Service Model
• Service Design Package
• Service Knowledge Management System
• Configuration Management System
• Definitive Media Library
• Event
• The role of communication in Service Operation
Key principles and models
• Service Assets are the basis for Value Creation
• Value Creation through Services
• Service Design
- Service Portfolio Design
- Identification of Business Requirements, definition of Service
Requirements and design of Services
- Technology and architectural design
- Process design
- Measurement design
• Service Transition
- Service V model
• Service Operation
- IT Services versus Technology components
- Stability versus Responsiveness
- Quality of Service versus Cost of Service
- Reactive versus Proactive
• Continual Service Improvement
- Continual Service Improvement Model
- role of measurement for Continual Service Improvement: Business value,
Baselines, Types of metrics (technology metrics, process metrics,
service metrics)
Process theory Service Strategy, Service Design, Service
Transition, Service Operation and Continual Service Improvement
Four main activities in the Service Strategy process
• Define the market
• Develop the offerings
• Develop strategic assets
• Prepare for execution
Service Strategy objectives, basic concepts and roles:
• Service Portfolio Management
• Demand Management
Service Design objectives, basic concepts and roles:
• Service Catalogue Management
• Information Security Management
• Supplier Management
Service Transition objectives, basic concepts and roles:
• Release and Deployment Management
Service Operation objectives, basic concepts and roles:
• Event Management
• Request Fulfillment
• Access Management
Continual Service Improvement objectives, basic concepts, process
activities, roles and metrics:
• The 7 step improvement process
Functions
Role, objectives and organizational overlap of
• The Technical Management function
• The Application Management function
• The IT Operations Management function (IT Operations
Control and Facilities Management)
Key roles
• Account for the role and the responsibilities of the Service
owner
• Recognize the RACI model and explain its role in determining
organizational structure
Part-II: Differences version 2 and version 3,
Information from version 2 also used and expected known for version
3
Service Strategy
• Service Catalogue (Business Service Catalogue and Technical
Service Catalogue)
• Service Provider (The 3 main types of service providers)
Service Transition
• objectives, scope, basic concepts, process activities, key
metrics, roles and challenges for Change Management
• Seven R's of Change Management
• Change types (Normal, Standard and Emergency)
• objectives, basic concepts and roles for Service Asset and
Configuration Management
• Understand the information structure and new terminology related
to CMDB, DML, KEDB CMS and SKMS related to the concept of
"data-¬information- knowledge-wisdom"
Service Operation
• Understand the ability to raise known errors along any stage in
problem Management
• The removal of the two sub processes Problem Control and Error
Control from earlier versions of ITIL
• Problem Management
Part-III: Subjects not covered in the Bridge course, but
expected knowledge from earlier ITIL versions
• Good Practice
• Functions, Roles and Processes
• process model
• characteristics of processes (Measurable, Specific results,
Customers, and Responds to a specific event)
• key concepts as expected knowledge: Risk, Service Provider,
Supplier, Service Level Agreement, Operational Level Agreement,
Contract, Availability, Configuration Item, Service Change, Alert,
Incident, Impact, Urgency, Priority, Service Request, Problem,
Workaround, Known Error, Known Error Database
• Importance of People, Processes, Products and Partners for Service
Management
• Plan, Do, Check and Act (PDCA) Model
• Financial Management (objectives, basic concepts and roles)
• Service Level Management (objectives, scope, basic concepts,
process activities, key metrics KPI's, roles and challenges)
• Availability Management (objectives, basic concepts and roles)
• Capacity Management (objectives, basic concepts and roles)
• IT Service Continuity Management (objectives, basic concepts and
roles)
• Change Management (objectives, scope, basic concepts, process
activities, key metrics, roles and challenges)
• Service Asset and Configuration Management (objectives, basic
concepts and roles)
• Incident Management (objectives, scope, basic concepts, process
activities, key metrics, roles and challenges)
• Problem Management (objectives, basic concepts and roles)
• Role and the responsibilities of the Process owner |
