ITIL® Version 3 – Service Manager Expert Bridge

Program Overview Since early 1990, ITIL has been evolving from
the focus of Functions and Processes under versions 1 and 2 to Service Lifecycle
Management under version 3. This qualification program will bridge the subject matter
content gap between the ITIL Service Manager’s Certificate version 2 and the ITIL
Expert Certification of IT Service Management version 3.Through lectures and simulation exam questions the course offers a comprehensive
coverage of the gaps between ITIL V2 and the new ITIL V3 models, concepts and content
including the introduction of the Service Lifecycle, objectives and business value
for each of its phases.
Duration

• This five (5) days classroom training course with examination held on the afternoon
  of the 5th day is accredited by both LCS and EXIN examinations institutes
• Including a sample examination and preparation to re-enforce the knowledge gained
• The format of the examination for the Bridge Qualification consists of a complex
  multiple choice, closed book paper of 20 questions, to be answered within 90 minutes.
  (Candidates sitting the examination in English and who do not have English as their
  first language will be allowed 105 minutes to allow use of a dictionary.) The pass
  mark will be 80% or more – 16 or more correct answers

Program Objectives The main focus of the Service Manager’s Expert
Bridge program is the GAP between the new content, additions and changes of ITIL
V3 versus the content of ITIL V2.

A series of effective lectures designed at achieving a clear understanding the new
ITIL V3 Best Practice and Service Management lifecycle model, processes and functions,
including:

• The objectives, scope, concepts, activities, key metrics (KPI’s) and challenges
  for all of the ITIL V3 processes and functions
• The business value of ITSM Good Practice, the definition of a Service and the concept
  of Service Management as a practice
• The basics of Value Creation through Services
• The identification of Business Requirements and design of Service Solutions
• Implementation considerations and issues throughout the lifecycle and related processes
• How ITIL V3 interfaces with other industry guidance such as Cobit, ISO/IEC 20000,
  etc
• How new V3 concepts can be used as part of a successful ITSM project or in successful
  operation of ITSM processes
• The key principles and balance of some of the opposing forces within Service Management.
• How to evaluate and explain Service Provider Types
• Designing supporting Management Systems and tools and evaluate the generic requirements
  for an integrated set of Service Management Technology
• How Service Automation can assists with integrating Service Management processes
• Consideration for planning & implementing Service Management technologies

Audience This course is specific to those individuals who already
hold a Service Manager’s Certificate in IT Service Management at an earlier ITIL
version, who wish to obtain the ITIL V3 Expert certificate in IT Service Management.
This may include, but not limited to:

• Executives, CIO and key stakeholders
• Process Owners and Managers
• Senior technical and operational staff
• IT professionals and Consultants
• IT customers

Prerequisites

• This qualification is ONLY available to candidates who already hold the Service
  Manager’s Certificate in IT Service Management from earlier versions
• Candidate must attend at least 28 hours of an accredited course delivered by accredited
  provider
• Strongly recommended to read the syllabus sections of the ITIL V3 publication

Program Material This training program includes the following as
reference documentation:

• Program slide presentation
• ITIL® V3 Service Management Bridge Syllabus
• ITIL® V3 acronyms and glossary
• Sample examination questions and answers

Simulation & Practical Application We provide the students
with real life experiences; we use the client organization as “Case study” example
for the purpose of discussion to show the value of using best practice. We integrate
group exercises and sample exam questions to simulate and practice the subject matter.

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To download course outline click here.