ITIL® v3 Service Manager Bridge Course: 5-day training course and exam, $3,295 Last chance to take this course!

Overview

The v3 Bridge course for Service Managers covers the subject areas of all five lifecycle stages which are new to v3 and those existing subject areas of v2 which have undergone significant change in v3. It will bridge the gap between the ITIL v2 Service Manager Certificate in IT Service Management and the ITIL Expert Certification. This course is only intended for those holding a valid ITIL Manager's Certificate in IT Service Management based on ITIL versions 1 or 2 and those v2 practitioners who have accrued sufficient credits.

For professionals who have already earned ITIL Service Manager Certification for previous versions, the v2-v3 Service Manager Bridging Course is the quickest and most cost effective approach to earn the ITIL v3 Expert Certification.

Prerequisites

This course is available to:

• Individuals who already hold an earlier version of ITIL Service Manager Certification and wish to obtain the ITIL v3 Expert Certification, thereby demonstrating their extensive knowledge of ITIL v3.

• v2 Practitioners who have already earned 12 credits or more. Such individuals can take the Bridge course  (5 credits) and the Managing Across the Lifecycle courses and exams (5 credits) the v3 Expert Certification.

The exam has been written on the basis that in preparing for the examination all candidates will have read the ITIL Service Lifecycle Practices core guidance which includes publications on:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• Introduction to the Service Lifecycle (optional but recommended)

Understanding the ITIL v3 Credit System and The Relationship Between v3 & v2

The ITIL Version 3 Qualification Scheme will be supported by a credit system. Passing v3 modules, a candidate will earn credits towards the new ITIL v3 Expert certification. Recognizing the value of earlier modules, the new credit system will be widened to include earlier version 1 and 2 ITIL qualifications. Other closely-related qualifications are under consideration to be included in the credit scheme. Details of these will be announced as they are confirmed.

Bridging Courses

Candidates who hold earlier ITIL qualifications can update their knowledge and certification via a series of "bridging" courses, such as the ITIL v2 - v3 Foundation Bridge Course (). These courses will also earn a candidate credits towards the Diploma.

Relationship Between v3 & v2

Individuals with existing ITIL v2 qualifications can use those qualifications as credits towards the Diploma.

Foundation level - There is a one day bridging course which covers the differences between v2 and v3 and allows attendees to take an exam to demonstrate their understanding of the ITIL v3 approach.

ITIL v2 Practitioner qualifications count towards the ITIL v3 Expert qualification in Service Management. The credits values vary depending on whether an individual holds a single topic certificate or a clustered certificate.

Any ITIL v2 Manager who wishes to gain the v3 Expert qualification can take a bridging course and pass an examination. The course covers the new concepts within ITIL v3 and fully integrates the benefits of the lifecycle approach.

Understanding ITIL v3 Qualification Scheme

The ITIL Qualification Scheme uses a system that enables an individual to gain credits for each exam they take. Once candidates have accumulated a sufficient number of credits they can be awarded the ITIL Expert  Certification. There are four levels within the scheme:

• Foundation Level
• Intermediate Level (Lifecycle Stream & Capability Stream)
• ITIL v3 Expert Certification
• Advanced Service Management Professional (currently under developement)

Foundation Level

The Foundation Level focuses on knowledge and comprehension that provides a good grounding in the key concepts, terminology and processes of ITIL.

Intermediate Level

There are two streams in the intermediate level. Both assess an individual's comprehension and application of the concepts of ITIL. Candidates are able to take units from either of the intermediate streams, which give them credits towards the diploma.

• Intermediate Lifecycle Stream - 5 individual certificates built around the five core OGC books: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement

• Intermediate Capability Stream - 4 individual certificates loosely based on the current v2 offerings but broader in scope in line with the updated v3 content.

ITIL v3 Expert Certification

To achieve the ITIL Expert qualification in IT Service Management, candidates must successfully complete, in addition to the Foundation Level, a number of intermediate units and the Managing Through The Lifecycle capstone course. This course brings together the full essence of a Lifecycle approach to service management, and consolidates the knowledge gained across the qualification scheme.

Advanced Service Management Professional Diploma

This level of the qualification will assess an individual's ability to apply and analyse the ITIL concepts in new areas. This higher level diploma is currently under development.

Audience

Inclusive of, but not limited to CIOs, senior IT managers, IT managers and supervisors, IT professionals and IT operation practitioners.

Course Delivery and Exam

1. The main focus of the Managers-Diploma Bridge will be the new content of ITIL v3 and those areas that have changed. The syllabus is in two parts:

   • Part 1 covers those things that are new to ITIL v3 that will form the main focus for the qualification.

   • Part 2 covers those things that were well known at v2, but with some significant differences.

2. The training will focus only on those elements that have changed.

3. Note: Anything that is not documented in this syllabus will NOT be examined during the qualification.

4. Mock examination will be made available to assist in examination preparation.

Exam Format

Type	Twenty (20), scenario-based, complex multiple-choice questions. Structure - 10 Scenarios with 2 questions on each.
Duration	90 minutes.
Supervised	Yes
Open-book	No
Pass Score	80% (16 0f 20)
Distinction Score	No
Delivery	Online or paper based.

Agenda

Part 1: New at ITIL v3

Introduction

• Background: The new ITIL v3 version
• How the project got input from different stakeholder groups and nationalities
• Why ITIL needed to change
• The new structure of ITIL

Service Management as a Practice

• The concept of Good Practice and
• How ITSM Good Practice can assist an organization
• Service and the concept of Service Management as a practice

The Service Lifecycle

• The Service Lifecycle explained
• Structure, scope, components and interfaces of the ITIL Library
• Objectives and business value for each phase in the lifecycle.
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operations
  • Continual Service Improvement

Generic Concepts, Definitions, and Key Terminology

• Utility and Warranty
• Resources and Capabilities
• Service Portfolio
• The role of IT Governance across the Service Lifecycle
• Business Case
• Service Model
• Service Design Package
• Service Knowledge Management System (SKMS)
• Configuration Management System
• The role of communication in Service Operation
• How these concepts can be used as part of a successful ITSM project or in successful operation of ITSM processes

Key Principles and Models

• Service Strategy
  • Service Assets as a basis for Value Creation
  • The basics of Value Creation through Services
  • Service Provider Types
  • Service Structures
  • Service Strategy Fundamentals compared
• Service Design
  • The five major aspects of Service Design
    • Identification of Business Requirements and design of Service Solutions
    • Designing supporting Management Systems and tools especially the Service Portfolio, including the Service Catalogue
    • Designing Architecture and Technology
    • Designing Processes
    • Design of measurement systems, methods and metrics
  • Different sourcing approaches and options
  • The importance of People, Processes, Products and Partners for Service Management
• Service Transition
  • Service Transition Policy and Release Policy
  • Transition Strategy
  • How Managing Organizational & Stakeholder Change is essential for successful ITSM
  • Testing and acceptance criteria and the Service V model
• Service Operation
  • Conflicting balances in Service Operation:
    • IT Services versus Technology components
    • Stability versus Responsiveness
    • Quality of Service versus Cost of Service
    • Reactive versus Proactive
• Continual Service Improvement
  • The Continual Service Improvement Model
  • The role of measurement for Continual Service Improvement
  • Key Elements:
    • Business value
    • Baselines
    • Types of metrics (technology metrics, process metrics, service metrics)
  • The Plan, Do, Check and Act (PDCA) Model to control and manage quality

Processes

• Service Strategy
  • The four main activities in the Service Strategy process
    • Define the market
    • Develop the offerings
    • Develop strategic assets
    • Prepare for execution
  • Objectives, scope, concepts, activities, key metrics (KPI's), roles and challenges
    • Service Portfolio Management (SPM)
    • Demand Management
• Service Design Objectives, Scope, Concepts, Activities, Key Metrics (KPI's), Roles and Challenges
  • Service Catalogue Management
  • Information Security Management (ISM)
  • Supplier Management
• Service Transition Objectives, Scope, Concepts, Activities, Key Metrics (KPI's), Roles and Challenges
  • Transition Planning and Support
  • Release and Deployment Management
  • Service Validation & Testing
  • Evaluation
  • Knowledge Management (DIKW model)
• Service Operation Objectives, Scope, Concepts, Activities, Key Metrics (KPI's), Roles and Challenges
  • Event Management
  • Request Fulfilment
  • Access Management
  • Methods and benefits of interfacing these processes to Self-Help capabilities
• Continual Service Improvement
  • High level objectives, basic concepts, process activities, roles and metrics for the 7 step improvement process

Functions

• The role, objectives, organizational structures, staffing and metrics of:
  • The Service Desk function
  • The Technical Management function
  • The Application Management function
  • The IT Operations Management function (IT Operations Control and Facilities Management)

Roles & Organization

• Role and the responsibilities of the service owner
• The role of the RACI model in determining organisational structure
• Organisational issues surrounding IT Service Management
  • Business Units and Service Units
  • Service Operation Organizational Structures

Technology and Architecture

• Requirements for an integrated set of Service Management Technology
• How Service Automation assists with integrating Service Management processes
• Planning & Implementing Service Management Technologies

Implementation Considerations

• Service Strategy Implementation Issues
• Service Design Implementation Issues
• Service Transition Implementation Considerations
• Operation Implementation Considerations
• CSI Implementation Issues

Complementary Industry Guidance

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

Mock exam

Part 2: Significant Changes at ITIL v3

Key Concepts

• Service Catalogue (Business Service Catalogue and Technical Service Catalogue)
• Risk (as opposed to Risk Management as defined in Availability/ITSC)
• Definitive Media Library (DML)
• Service Change
• Change types (Normal, Standard and Emergency)
• Release Unit

Processes

• Service Strategy
  • Financial Management
    • Service Valuation
    • Planning Confidence
    • Service Investment Analysis
    • Methods, Models, Activities & Techniques
• Service Design
  • IT Service Continuity Management
    • ITSCM Recovery Options
• Service Transition
  • Change Management
    • Service Change
    • Change types (Normal, Standard and Emergency)
    • Release Unit
    • Seven R’s of Change Management
• Service Operation
  • Problem Management
    • Process Activities (removal of sub processes Problem Control and Error Control)
    • Raising a Known Error Record

Registration Fees
The per student registration fee for this seminar is $3,295 and includes:

• Instructor-led, 4 or 5 day training
• Course manual
• Exam preparation
• Exam
• Daily breakfast and refreshments

Class begins at 8:00 AM each day and conclude at 5:00 PM. Dress is business casual.

To register, follow the "Book Now" link below or please call (708) 246-0320

Seminar Schedule

June 20-24, '11

Clemmons, NC

MCT Solutions ()

* Ft. Lauderdale classes begin at 9:00 AM each day and conclude at 5:00 PM. Dress is business casual.

, dates & locations

RCCSP Alliance Members: ITIL Authorized Training Organizations (ATOs) and Affiliates (ATAs)

All RCCSP Professional Education Alliance ITIL training courses are taught by Accredited ITIL Trainers meeting the ITIL trainer criteria set by the ITIL Qualification Board. Accreditation qualifications include, but are not limited to:

• Training experience
• Experience in the IT service management field
• Specific education / certificate requirements depending on the level of ITIL qualification that will be delivered.

Only Accredited ITIL training materials developed by Accredited ITIL Authorized Training Organizations are used in the classroom. The complete list of RCCSP Professional Education Alliance ITIL Authorized Training Organizations and Authorized Training Affiliates participating in RCCSP schedules can be found here.

ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.

Payment is due prior to the seminar.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the conference.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $500.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $500, toward any other Resource Center seminar.

In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date.  Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.  As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

Seminar agenda subject to change.

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