Course details
ITIL® V3 Managers Bridging Course
5 days
Forthcoming dates for this course
We don't have any public sessions lined up at the moment, but if you would like The Grey Matters to conduct a private course within your organisation, please contact us for more details.
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The Grey Matters only use Experienced Lecturers and Comprehensive Accredited Courseware. Our fees include ; The Exam / Lunch and Refreshments / Post Course Support.
Our aim is to HELP YOU PASS FIRST TIME
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 Content:
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
