Course: ITIL Manager - v2-v3 Bridge - 5 days
Course Summary
This course updates your ITIL Managers certificate (red badge) to the new Version 3 Expert qualification.
It will also provide you with knowledge of the current ’Best Practice‘ concepts and terminology in Service Management giving you an up-to-date approach enabling your organisation to increase productivity, save costs and improve customer service.
Individuals who require an understanding of the new ITIL framework and how it may be used to enhance the quality of IT Service Management within their organisation should attend this course,
The course is led by a qualified instructor, using lectures, discussions, exercises and mock examination in preparation for the multiple choice ISEB Examination which is held at the end of the course.
The examination is a 90 minute ‘closed book’ exam consisting of 20 complex multiple choice questions, and is invigilated by ISEB.
The pass mark is 16/20 (80%)
Candidates must currently hold a Managers Certificate in a previous version of ITIL
Course Outline
Course Content:
- 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
Where & When
| Location | London-City |
|---|---|
| Start Date | 22 Sep 08 |
| Price (ex. VAT) | £1225.00 |
| Venue Info | London - ETC Venues |
| Residential | No |
| Availability | Full |
| Duration | 5 days |
| Delivered As | Venue and on-site |
| Exam Included | Yes |
| Course Ref | 43223 |
