ITIL™ V2-V3 Foundation Bridge
Course Duration: 1 Day
Cost: £295 + Vat
What will this course do for me?
Adopting a common terminology and a more consistent approach to Service Management enables organisations to increase productivity, save costs and improve customer service.
This one-day Overview introduces the key components of ITIL, the key considerations when implementing ITIL and the accredited examination structure.
Who is the course for?
Everyone who has an ITIL Version 1 or Version 2 Foundation qualification ans would like to update this to the latest ITIL Version 3
Aim
To provide an overview of ITIL Version 3 and the changes from previous versions including all core components and key considerations for implementation.
What is Provided?
· Comprehensive course materials
· Paper and pens for notes
· Lunch and refreshments
· Examination
Topics covered
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 :
o 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:
o Service Catalogue Management
o Information Security Management (ISM)
o Supplier Management
Service Transition
· Managing the transition through the lifecycle
· The Service V model
· New and changed processes and roles in Service Transition :
o 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 :
o Event Management
o Request Fulfilment
o Access Management
· New and Changed Functions :-
o The Technical Management function
o The Application Management function
o 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
Prerequisites
Delegates are required to have an ITIL Version 1 or 2 Foundation level qualification prior to attending the course
Examination
This course concludes with a 30 minutes, 20 question multiple choice paper
« Please view our course schedule for information on upcoming courses.
