ITIL v3 Foundation Bridge Certificate

You Will Learn How To

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

Course Benefits

ITIL v3 offers many improvements over the previous version, including a focus on business and IT integration and a holistic Service Lifecycle. This course focuses on the new ITIL v3 content and the major differences between ITIL v2 and v3. You gain the skills to take the ITIL v3 Foundation Bridge Certification Exam, offered at the end of class.

Who Should Attend

This course is geared to those who have the ITIL v2 Foundation Certificate and would like to transition to ITIL v3. The successful completion of the ITIL v3 Bridge Exam is comparable to obtaining the ITIL v3 Foundation Certificate.

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

Important Course Information

Approximately 2-5 hours of pre-course preparation
The ITIL v3 Foundation Bridge Certification Exam is offered at the end of the class
The Bridge Exam includes content on ITIL v2 that is not covered in this course
The course fee includes the Bridge Exam

Course 192 Content

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 Management
IT Operations Management

Continual Service Improvement (CSI): Maintaining Momentum

Exploring the Plan, Do, Check and Act (PDCA) Model to control and manage quality
Explaining the CSI model and the Seven Step improvement process
Measuring for CSI: Business value and Baselines
The role of KPIs in the Improvement Process
Types of metrics: technology, process and service

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