ITIL® V3 Service Manager Bridging - Course Content

 

 

1. Introduction

  • History of ITIL
  • ITIL Qualification scheme

2. Service Management as a practice

  • Service
  • Service Management
  • Business service management
  • Processes

3. IT Service Management organisation

  • Roles
  • Business and Service Units
  • Service Provider types
  • Sourcing Approaches and Options
  • RACI model

4. The Service Lifecycle

  • ITIL Service Life cycle
  • Outcomes and processes

5. Service Strategy

  • Fundamentals
  • Service Models
  • Service Portfolio Management
  • Demand Management
  • Financial Management*

6. Service Design

  • Service Design activities
  • Service Catalogue Management
  • Service Level Management*
  • Capacity Management*
  • Availability Management*
  • IT Service Continuity Management*
  • Information Security Management
  • Supplier Management

7. Service Transition

  • Transition Strategy
  • Managing Organisational & Stakeholder Change
  • Transition Planning and Support
  • Change Management*
  • Service Asset and Configuration Managementc
  • Release and Deployment Management
  • Service Testing and Validation
  • Evaluation
  • Service Knowledge Management

8. Service Operation

  • Conflicting forces
  • Incident Management*
  • Event Management
  • Request Fulfilment
  • Problem Management*
  • Access Management

9. Continual Service Improvement

  • The Continual Service Improvement Model
  • Service Measurement
  • Control and Manage Quality
  • The 7 Step Improvement Process
  • IT Governance across the Service Lifecycle

10. Service operation Functions

  • Service Desk*
  • IT Operations Management
  • Technical Management
  • Application Management

11. Service Operation Organisation Structures

  • Organisation by technical specialisation
  • Organisation by activity
  • Organising to manage processes
  • Organising by geography
  • Hybrid organisational structures

12. Technology and Architecture

  • Generic requirements for an integrated set of Service Management Technology
  • Understand how Service Automation assists with integrating Service Management processes
  • Planning and Implementing Service Management Technologies

13. Implementation Considerations

  • Per service lifecycle phase specific implementation guidance

14. Complementary Industry Standards

  • COBIT
  • ISO/IEC 20000
  • CMMI
  • Balanced Scorecard
  • Quality management
  • OSI Framework

15. Exam Preparation

  • General guidance for the preparation for the bridging exam

16. Implementing ITIL

  • Implementation tips and tricks
  • Business case and KPIs
  • Aligning People, Process, Technology and Organisational requirements

17. Implementing ITIL

  • Implementation tips and tricks
  • Business case and KPIs