IT Infrastructure Library (ITIL) v2 Manager to v3 Diploma Bridge (including Examination)
Training
In Congleton
Description
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Type
Training
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Location
Congleton
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Duration
5 Days
This course introduces you to the key changes to this latest version of ITIL 'Best Practice'. The course is the easiest and most cost effective way to obtain the top level qualification in IT Service Management, the ITIL Diploma. It will also provide you with in depth knowledge of the new V3 'Best Practice' methods, concepts and terminology in IT Service Management. Suitable for: Individuals who currently hold a Managers or Masters level certificate in IT Service Management and wish to bring their knowledge and qualification right up to date
Facilities
Location
Start date
Start date
About this course
Candidates must currently hold a Managers or Masters level certificate gained at a previous version of ITIL. Candidates should also have prepared for the course by reading the ITIL Service Lifecycle Practices core guidance books.
Reviews
Subjects
- IT
Course programme
Course Overview
Adopting a more consistent, up-to-date approach and common terminology to Service Management enables organisations to increase productivity, save costs and improve customer service.
The Examination
The exam is a 90 minute ‘closed book’ exam consisting of 20 scenario based complex multiple choice questions, (10 scenarios with 2 questions on each). It is invigilated by ISEB. The pass mark is 16/20 (80%). Note The V2 processes are only covered where changes have occurred
Introduction
ITIL V3 background and structure, and reasons for the ITIL refresh
Service Management as a Practice
- The concept of a Service.
- The concept of Service Management.
The Service Lifecycle
- Service Lifecycle objectives.
- Creating business value.
Service Strategy
- Establishing an overall strategy for IT Services & ITSM.
- Fully understand how Service Assets are the basis for Value Creation.
- Define and explain Value Creation through Services.
- Implementing the four main activities in the Service Strategy process.
- Implementation issues.
- New process and roles :- Service Portfolio Management (SPM).
Service Design
- Establishing solutions to meet requirements.
- Understanding the five major aspects of Service Design.
- Comparing and evaluating different Service Sourcing approaches and options.
- Implementation issues.
- New and changed processes and roles in Service Design :-
- Service Catalogue Management.
- Information Security Management (ISM).
- Supplier Management.
Service Transition
- Managing service transition and release policy.
- The Service V model.
- Testing and acceptance criteria.
- Implementation issues.
- New and changed processes and roles in Service Transition :-
- Release and Deployment Management.
Service Operation
- Management of IT Services.
- Managing conflicting balances in Service Operation.
- Interfacing ‘Self Help’ capabilities.
- Implementation issues.
- New and changed processes and roles in Service Operation :-
- Event Management.
- Request Fulfilment.
- Access Management.
- New and Changed Functions :-
- Technical Management.
- Application Management.
- IT Operations Management (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 Deming PDCA model.
- The importance of metrics in Improvement.
- Implementation issues.
Technology and Architecture
- Benefits of automation.
- Generic requirements
- Operational requirements.
IT Infrastructure Library (ITIL) v2 Manager to v3 Diploma Bridge (including Examination)