|
About this workshop
The ITIL Manager’s Bridge Program updates your Manager certificate to the new Version 3 Diploma. It also provides you with knowledge of the concepts and terminology of current best practices in Service Management.
This training program is an intensive 4 day program in which participants will cover all information required to complete the ITIL® Manager’s Bridge certification examination.
Our education approach is to work with you in this program on the assumption that you are familiar with the ITIL theory and work as an ITIL Service Manager in your organization.
Benefits
This course would benefit ITIL Service Manager who require an understanding of the new ITIL framework and how it may be used to enhance the quality of IT Service Management within an organisation.
Ideally, professionals who are working within an organisation that has adopted the ITIL framework and need the latest knowledge to take Service Management further would find this course useful.
Who should attend
ITIL Service Managers who wish to become ITIL Experts by completing the ITIL Manager’s Bridge Exam.
Course Outline
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
|
