ITIL V3 Service Manager's 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
