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