Course: ITIL Manager - v2-v3 Bridge - 5 days

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.

This course updates your Manager certificate to the new Version 3 ITIL Expert qualification.  It will also provide you with knowledge of the current ’Best Practice‘ concepts and terminology in Service Management.

Pre-requisites

Candidates must currently hold a Managers Certificate in a previous version of ITIL

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.