2010 Q3 Schedule & Locations

Swindon - November 15th to 18th

To book a place on a course listed below please contact us at enquiries@e-quant.co.uk, with the course name (ITIL® v2-v3 Mgr Bridging), the location and the date.

Course Overview

This 4-day course is intended to bridge the gap between the ITIL® v2 Manager’s Certificate in IT Service Management and the ITIL® v3 Expert Certificate in IT Service Management.

The aim of the course is to provide participants with a detailed understanding of the new topics in ITIL® version 3 and the main differences from earlier ITIL® Versions. Learners will gain a strong understanding of the enhancements to ITIL® best practice brought about through the version 3 refresh.

The main focus of the Bridging course will be the new content of the IT Infrastructure Library (ITIL®), which covers the five core volumes that provide an end-to-end view of IT and its integration with business strategy.

Key Learning Objectives
 
Attendance on this course will enable participants to:

• Understand, in detail, the key principles and terminology used within ITIL® version 3

• Describe the key IT Service Management processes, roles and responsibilities and the interfaces between them

• Pass the v2-v3 Bridging examination

Who will benefit from this course?

• The course is designed for individuals who already hold the Manager’s Certificate in IT Service Management at an earlier ITIL® version and who wish to obtain the ITIL® Expert Certification in IT Service Management, thereby demonstrating their knowledge of ITIL® v3.
• Delegates are required to have an ITIL® Version 1 or 2 Mangers level qualification prior to attending the course.
• Anyone who requires v3 ITIL® Certification at the highest level in order to have credibility with a Customer.

Course Syllabus

Introduction
ITIL® background
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

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
Event Management
Request Fulfillment
Access Management
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

Examination & Qualification

• The examination board is the Information Systems Examination Board (ISEB), which is a part of the British Computer Society (BCS).

• Successful completion will enable delegates to attain the ITIL® Expert certificate in IT Service Management.

• The format of the examination for the Bridge Qualification: ITIL® v2 Manager’s to ITIL® v3 Expert Certificate will consist of a complex multiple choice, closed book paper of 20 questions, to be answered within 90 minutes. The pass mark will be 80% or more – 16 or more correct answers.