IT Service Management
Course Listings

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3-day ITIL Foundation

5-day PRINCE2™ Practitioner

4-day Business Analysis

3-day Project Management Fundamentals

Course Title:
ITIL v2 Manager to v3 Diploma Bridge course (inc examination)

Duration: 5 days

Next Public Course Date(s):
Manchester
30 June 2008
4 August 2008
15 September 2008

East Midlands
16 June 2008

Yorkshire
9 June 2008
28 July 2008
8 September 2008

London
9 June 2008
7 July 2008
4 August 2008
1 September 2008

Tyne & Wear
9 June 2008
28 July 2008
22 September 2008

Price: £1,650 (+VAT) per delegate

Course Overview
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 five day Managers bridge course introduces you to the key changes to this latest version of ITIL ‘Best Practice’

The course is the easiest and most cost effective way to obtain the top level qualification in IT Service Management, the ITIL Diploma. It will also provide you with in depth knowledge of the new V3 ’Best Practice’ methods, concepts and terminology in IT Service Management.

Who is the course for?

Individuals who currently hold a Managers or Masters level certificate in IT Service Management and wish to bring their knowledge and qualification right up to date

The Examination

The exam is a 90 minute ‘closed book’ exam consisting of 20 scenario based complex multiple choice questions, (10 scenarios with 2 questions on each). It is invigilated by ISEB. The pass mark is 16/20 (80%). Note The V2 processes are only covered where changes have occurred

Target Audience


Candidates must currently hold a Managers or Masters level certificate gained at a previous version of ITIL. Candidates should also have prepared for the course by reading the ITIL Service Lifecycle Practices core guidance books.

Course Content


Introduction

ITIL V3 background and structure, and reasons for the ITIL refresh

Service Management as a Practice

The concept of a Service.
The concept of Service Management.

The Service Lifecycle

Service Lifecycle objectives.
Creating business value.

Service Strategy

Establishing an overall strategy for IT Services & ITSM.
Fully understand how Service Assets are the basis for Value Creation.
Define and explain Value Creation through Services.
Implementing the four main activities in the Service Strategy process.
Implementation issues.
New process and roles :- Service Portfolio Management (SPM).

Service Design

Establishing solutions to meet requirements.
Understanding the five major aspects of Service Design.
Comparing and evaluating different Service Sourcing approaches and options.
Implementation issues.
New and changed processes and roles in Service Design :-
Service Catalogue Management.
Information Security Management (ISM).
Supplier Management.

Service Transition

Managing service transition and release policy.
The Service V model.
Testing and acceptance criteria.
Implementation issues.
New and changed processes and roles in Service Transition :-
Release and Deployment Management.

Service Operation

Management of IT Services.
Managing conflicting balances in Service Operation.
Interfacing ‘Self Help’ capabilities.
Implementation issues.
New and changed processes and roles in Service Operation :-
Event Management.
Request Fulfilment.
Access Management.
New and Changed Functions :-
Technical Management.
Application Management.
IT Operations Management (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 Deming PDCA model.
The importance of metrics in Improvement.
Implementation issues.

Technology and Architecture

Benefits of automation.
Generic requirements
Operational requirements.


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