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ITIL® V2 - V3 Managers Bridge Training

5 days - £1,395 + vat

This ITIL training course is intended for those who currently hold a pre-v3 Managers Certificate in IT Service Management and who are well-versed in ITIL’s terminology and processes.

This ITIL course consists of lectures, discussions, individual and group exercises, examination technique, mock examinations and culminates in an invigilated exam on the final day.

ITIL V2 - V3 Managers Bridge Training Course Objectives

This ITIL course aims to bridge the gap between the ITIL v2 Managers course and the new elements in ITIL v3. During this ITIL training course candidates will gain competencies in those areas that are new to v3 and be able to identify those areas that were well known at v2 but have changed significantly at v3.

ITIL V2 - V3 Managers Bridge Course Content

Introduction to ITIL V3

The Drivers behind ITIL v3
Benefits of ITIL V£

Overview of the Service Lifecycle

The objectives and business value of each phase in the lifecycle (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement)

Service Management as a practice

The concept of “Service”
The concept of “Service Management”
Understanding Customer Requirements and building relationships
The concept of “Good Practice”
The process model and process characteristics

The Lifecycle Phases in detail:

Service Strategy

Understand and develop markets
Creation of value through services
The four main activities
Risk Management
Service Strategy Processes

Service Design

The importance of People, Processes, Products and Partners for Service Management
The five major aspects of Service Design
Different sourcing approaches and options
The Service Design Processes

Service Transition

Planning and setting expectations
Value of Service Transition
The Service V model
Managing Change
Service Transition Processes

Service Operation

Where the business value is realised
Achieving a Balance
Understanding of the Service Operation Functions
Service Operation Processes

Continual Service Improvement (CSI)

Vital to ensure continued Good Practice
The value of Measurements and metrics
The Deming Cycle & CSI Model
Concepts , process activities, interfaces and metrics for the 7 step improvement process

Implementing IT Service Management

Generic Considerations
Specific implementation considerations for each stage of the lifecycle

Technology and Architecture

Generic Requirements
Service Automation
Planning and implementing Service Management technologies
Benefits of Tools and Technology

ITIL V3 Processes

Delegates attending this ITIL V3 course will gain an understanding of all of the v3 processes and how the Service Management processes contribute to the Service Lifecycle

ITIL V3 training Roles

Delegates attending this ITIL V3 training course will understand and be able to account for the roles and responsibilities within Service Management

ITIL V3 Functions

This aims to help the candidate explain the role, objectives, organisational structures, staffing and metrics of the Service Desk function and to state the role, objectives of the other three functions which are:

Technical Management
Application Management
IT Operations Management

Also at Managers Bridge level there will be a higher level of detail around implementation of these functions.

Why ITIL v3

ITIL v3’s most significant benefit is that it shows you what to do in terms of improving IT operations – and how to do it. All of the ITIL v2 processes are contained within v3, with greater emphasis on how to demonstrate value to the business with examples of Return on investment statements and case studies. Now is an opportune time to apply the lifecycle principles to your environment and ensure that the service ethos of continual service improvement is an integral part of business as usual.

Plus, with ITIL now an international quality standard (ISO/IEC 20000), your organisation can receive independent verification of IT Service Management excellence.

Who Should Attend

The v2-v3 Managers Bridging Course is suitable for anyone working in IT services requiring more information about the revised version of ITIL. Due to the fast paced nature of this course, it is recommended that participants have a good prior knowledge of ITIL’s processes, activities, goals, benefits and challenges prior to attending.

ITIL Examination

The ITIL V3 training course ends with a 90 minute ‘closed book’ scenario based complex multiple-choice paper, with 20 questions. The pass mark is 16 / 20.

ITIL V2 - V3 Managers Bridge prerequisites

ITIL Managers Certificate from a previous version of ITIL (i.e. V2 Managers Certificate)
Work experience in IT services is recommended
Review the ITIL Core lifecycle publications prior to the course is recommended