ITIL?? v3 Foundation Bridge Certificate Training Class

• Prepare for and take the ITIL v3 Foundation Bridge Certification Exam
• Evaluate ITIL v3 content and identify the benefits of ITIL v3 implementation
• Identify the primary differences between ITIL v2 and ITIL v3
• Explain the business objectives for each phase of the ITIL v3 Service Lifecycle
• Assess the main principles and models of ITIL v3 Service Management
• Recognize how the ITIL v3 processes contribute to the Service Lifecycle

Introduction to ITIL v3

• Background and development of ITIL v3
• Recognizing the benefits of ITIL v3
• The ITIL v3 Qualification scheme
• Service Management as a practice
• Defining the concept of a Service
• Explaining the process model and the characteristics of processes

Assessing the Service Lifecycle

Defining the Service Lifecycle

• Accounting for the main goals and objectives of the Lifecycle phases
• Recognizing the objectives and business value for each Lifecycle phase

Exploring the main objectives of the five phases

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Identifying key terminology

• ITIL v3 content: Utility and Warranty, Resource and Capability Assets, Service Portfolio
• IT Governance across the Lifecycle
• A higher level of knowledge management: the Service Knowledge Management System
• Service Management Technology requirements
• Definitive Media Library (DML)

Service Strategy: Defining Objectives

• Fundamentals of Value Creation through Services
• The challenges in managing demand for services
• Main types of Service Providers
• Activity-based Demand Management
• Patterns of business activity
• Explaining the objectives of Financial Management

Service Design: A Blueprint for Success

• Discussing the five major aspects of Service Design
• Exploring Service Portfolio Design
• Identifying Business Requirements
• Defining Service Requirements and design of Services
• Information Security Management and Supplier Management
• The role of Service Level Management and the Service Catalogue

Service Transition: From Test to Live

• Exploring the objectives of Release and Deployment Management
• The Change types: Normal, Standard and Emergency
• Change Management: challenges, change types and the Seven Rs
• Remediation Planning and the Change Advisory Board
• The information structure behind Service Asset and Configuration Management

Service Operation: Running Day-to-Day Operations

Examining the processes

• IT Services versus Technology components
• Event Management and the Incident Lifecycle
• The role of Access Management
• New to ITIL v3: Request Fulfillment
• Explaining Problem Management and the lifecycle of Known Errors

Identifying the Service Operation functions

• Types of Service Desks: local, central, virtual and follow-the-sun
• Technical Management to manage the infrastructure
• Application Managem
  Workshop Course
  In this two-day course, you gain knowledge of ITIL v3 key changes and new content. Through workshops, you gain practical skills to take the ITIL v3 Foundation Bridge Certification Exam:
  • Exploring ITIL v2 and v3 differences
  • Enhancing competitive advantage with ITIL Service Strategy
  • Designing Services for Business needs
  • Applying CSI to improve IT Services
  • Taking the ITIL v3 Foundation Bridge Certification Exam