ITIL v3 Service Manager Bridge

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1 ITIL v3 Service Manager Bridge Course Length: 5 Days Course Overview This 5 day hands on, certification training program enables ITIL Version 2 certified Service Managers to upgrade their Service Manager certification to Version 3 of the IT Infrastructure Library. Accredited ISEB, the course helps students prepare for the certification exam along with acquiring valuable insights from instructors who have actually managed IT operations and ITSM programs. The Manager Bridge course 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. This qualification will bridge the gap between the ITIL V1 or V2 Service Manager Certificate in IT Service Management and the ITIL Expert certification in IT Service Management. The V2 to V3 Service Manager bridge subject areas include: Service Management as a practice: Understand and articulate Service and be able to explain the concept of Service Management as a practice Service Lifecycle: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle Generic & Definitions: Comprehend and be able to articulate some of the key ITIL terminology and concepts, and show how these concepts can be used as part of a successful IT Service Management (ITSM) project Key Principles & Models: Comprehend and be able articulate the key principles and models of ITSM and some of the opposing forces within ITSM Processes: Understand the objectives, scope, concepts, activities, key metrics, roles and challenges for all of the ITIL V3 processes. This unit will also briefly cover some processes carried over from ITIL V2, so as to allow the interfacing and collaboration between all of the processes Functions: Understand the role, objectives, organizational structures, staffing and metrics of ITIL V3's four functions (e.g. Service Desk) Roles & Organization: Understand each role and the responsibilities of each of the roles in ITSM (e.g. Service Owner) Technology & Architecture: Understand the generic requirements for an integrated set of ITSM Technology, and how Service Automation assists with integrating ITSM processes Implementation Considerations: Understand the implementation issues and considerations for the different lifecycle phases ITIL Qualification scheme: Understand the ITIL Qualification scheme, the purposes of the two intermediate streams, the certificates and diplomas, and the different options for further training Complementary Industry Guidance: Understand how ITIL V3 interfaces and can be used alongside complementary industry guidance (i.e. COBIT, ISO/IEC 20000, CMMI)

2 Prerequisites ITIL V3 Foundation Certificate in IT Service Management, 17 credits from previous certification classes along with IT or ITSM operational experience. Audience Individuals who already hold the Manager's Certificate in IT Service Management at an earlier ITIL version, who wish to obtain the ITIL Expert in IT Service Management, thereby demonstrating their knowledge of ITIL V3. Individuals who hold sufficient v2 Practitioner Credits and would like to obtain the ITIL Expert qualification by successfully completing the V3 Managers Bridge and The Managing Across the Lifecycle accredited courses and examinations. Course Outline Course Course 7m ITIL Service Manager Bridge Part 01 1h 27m Service Manager Bridge Exam ITIL Qualification Scheme What's Ahead? Free Stuff - Review v2/v3 New & Changed v2/v3 New & Changed - Review ITIL Terms to Know Questions to Answer You say ITIL, I say Origins of ITIL ITSM - A real World of Experience Process Oriented ITIL Lifecycle Oriented ITIL The History of ITIL Why Refresh? Need-to-Know ITSM Good Practice IT Service Management

3 Service Service Model Framing Service Value Function - Process - Role What is a Process? Process Characteristics IT Governance & Service Lifecycle The Service Lifecycle - ITIL - Review IT Service Lifecycle Service Strategy Service Portfolio Service Design Service Transition Service Operation Continual Service Improvement Continual Improvement IT Service Lifecycle (cont.) IT Service Lifecycle - Review ITIL Service Manager Bridge Part 02 2h 26m v2/v3 New & Changed Service Strategy New & Changed in v3 v2/v3 New & Changed - Review Service Strategy The Service Lifecycle Managing Through the Lifecycle Service Strategy - Principles Value Creation Utility & Warranty Service Assets Service Provider Types Internal Service Provider Shared Services Unit External Services Unit Service Structures Service Strategy Fundamentals The 4 Ps of Strategy Service Strategy - Activities Define the Market Develop the Offerings Service Portfolio

4 Develop Strategic Assets Prepare for Execution Service Strategy - Review Service Portfolio Management Service Portfolio Define Analyze Approve Charter Service Portfolio Management - Review Demand Management Activity-Based Demand Management Business Activity Patterns Service Packages Demand Management - Review Financial Management Service Valuation

5 Demand Modeling Service Portfolio Management Service Provisioning Optimization Planning Confidence Service Investment Analysis Accounting Compliance Variable Cost Dynamics Methods, Models, Activities & Techniques Financial Management - Review Implementation Through the Lifecycle Strategy-Driven Capabilities Strategy & Design Service Model Strategy & Transition Strategy & Operation Strategy & CSI Implementation Through the Lifecycle - Review ITIL Service Manager Bridge Part 03 2h 50m v2/v3 New & Changed Service Design v2/v3 New & Changed - Review Service Design The Service Lifecycle Managing Through the Lifecycle Service Design Principles & Processes Service Design - Service Solution Design Service Design Principles Business Requirements Management Systems Architecture & Technology Design Process Design Measurement Design Service Provider Models Service Design Processes

6 Service Design Implementation Considerations Business Impact Analysis Service Level Requirements Service & Process Risks Service Implementation Service Measures Service Design & Risks Service Design Service Design Risks Service Design - Review Service Catalog Management s Activities Agree & Document Service Definition Interface with Service Portfolio Management Produce & Maintain Service Catalog Interfacing Service Catalog Management - Review Security Management Security Management Framework Activities Security Process Establish Security Policy Enforce Security Policy Assess & Classify Assets Security Controls & Risk Assessment Monitor & Manage Security Breach Analyze, Report & Reduce Impact Conduct Security Reviews & Audits

7 Security Management - Review Supplier Management Activities Evaluate New Suppliers & Contracts Supplier Evaluation Contract Evaluation Categorize Suppliers & Maintain SCD Supplier Categorization Matrix Establish New Suppliers & Contracts Manage Supplier & Contract Performance Renew/Terminate Contracts Supplier Management - Review IT Service Continuity Management Activities Initiation Requirements & Strategy Business Impact Analysis Risk Analysis Strategy Implementation On-going Operation

8 IT Service Continuity Management - Review Implementing Service Design Implementation Considerations Implementation Steps Establish-high Level s Assess Current Capabilities Determine Measurable Targets Implement Process Improvement Implement Measurement Framework Review & Improve Implementing Service Design - Review ITIL Service Manager Bridge Part 04 3h 40m v2/v3 New & Changed Service Transition v2/v3 New & Changed - Review Service Transition The Service Lifecycle IT Service Management Service Framing Service Value Function - Process - Role Managing Through the Lifecycle The Service Transition Model Service Transition - Purpose, Goals & s Service Transition - Service Transition - Principles Service Transition Governance Service Transition Management Service Transition Quality The Service "V" Model Critical Success Factors Risks Service Transition - Processes Service Transition - Review

9 Planning & Support Activities Develop Transition Strategy Prepare for Service Transition Plan & Coordinate Transition Advise Transition Teams Support Transition Administration Monitor Transition Progress Planning & Support - Review Release & Deployment Management Release Package Activities Planning The Service "V" Model Prepare Build, Test & Deploy Build & Test Definitive Media Library Test & Pilot Service Service Testing Plan & Prepare for Deployment Transfer, Deploy & Retire Verify Deployment Early Life Support Review & Close Deployment Review & Close Service Transition

10 Release & Deployment Management - Review Service Validation & Testing Validation & Testing Process Activities Validation & Test Management Plan & Design Test Verify Test Plan & Test Design Prepare Test Environment Perform Test Evaluate Exit Criteria & Report Clean Up & Close Service Validation & Testing - Review Evaluation Evaluation Point Activities Service Evaluation Terms Evaluation Process Evaluation Plan Understand Intended Effects of Change Understand Unintended Effects of Change Consider Factors Affecting Change Evaluate Predicted Performance Evaluate Actual Performance Manage Risk Evaluation Report

11 Evaluation - Review Knowledge Management DIKW Structure SKMS Activities Knowledge Management Strategy Knowledge Transfer Data & Transfer Service Knowledge Management System (SKMS) Utilization of SKMS Metrics and Measures Knowledge Management - Review Change Management Change Flow Change Management - Activities Change - Create & Record Change - Assess & Evaluate Change Management - The 7 Rs Change - The Change Advisory Board (CAB) Change - Authorize Change Change - Coordinate Change Change - Review & Close

12 Change Management - Review Service Transition - Implementing Service Transition Implementation Stages Justifying Service Transition Designing Service Transition Introducing Service Transition Cultural Change Aspects Risk & Value Service Transition - Implementing Service Transition - Review ITIL Service Manager Bridge Part 05 2h 52m v2/v3 New & Changed Service Operation v2/v3 New & Changed - Review Service Operation SO & The Service Lifecycle Managing Through the Lifecycle IT Service Management Service Framing Service Value Function-Process-Role Purpose, Goals & s of Service Operation The of Service Operation Service Operation - The Principle of Service Operation Organizing Service Operation Achieving Balance in Service Operation Balancing Stability & Responsiveness Balancing QoS & CoS Balancing Reactive & Proactive Providing Service SO & Transition and Design Operational Health SO Communication SO Documentation The Service Operational Model The Process of Service Operation Service Operation - Review Event Management

13 Activities of Event Management Event Occurrences & Notification Event Detection & Filtering Event Significance & Correlation Event Response Trigger & Selection Event Review & Closure Process Event Management - Review Request Fulfillment Activities of Request Fulfillment Menu Selection Financial Approval Other Approval Fulfillment Closure Process Request Fulfillment - Review Access Management Activities of Access Management Access Request Access Verification

14 Provide Rights Monitor Identity Status Log & Track Access Remove or Restrict Rights Process Access Management - Review Technical Management Function Technical Management Technical Management - Role Technical Management - s Technical Management - Organizational Structures Technical Management - Design, Maintenance & Support Technical Management - Metrics Technical Management - Documentation Technical Management Function - Review Application Management Function Application Management Application Management - Role Application Management - s Application Management - Principles Application Lifecycle Application Management - Generic Activities Application Management - Organizational Structures Application Management - Roles & Responsibilities Application Management - Metrics Application Management - Documentation Application Management Function - Review IT Operations Management IT Operations IT Operations - Role IT Operations - s IT Operations - Organizational Structures IT Operations - Metrics Operations Management - Documentation IT Operations Management - Review

15 Problem Management Activities of Problem Management Managing the Problem Problem Analysis Techniques Managing the Known Error Process Problem Management - Review Service Desk Function Service Desk Service Desk - Role Service Desk - s Service Desk - Organizational Structures Service Desk - Staffing Service Desk - Metrics Service Desk Function - Review Implementing Service Operation Service Operation Implementation Managing Change in Service Operation SO & Project Management Assessing & Managing Risk Involvement in Design & Transition Planning & Implementing Technology Implementing Service Operation - Review ITIL Service Manager Bridge Part 06 1h v2/v3 New & Changed Continual Service Improvement v2/v3 New & Changed - Review

16 Continual Service Improvement The Service Lifecycle Managing Through the Lifecycle CSI Model The Principles of CSI CSI & Organizational Change Ownership Role Definitions Drivers Service Level Management Continual Improvement Service Measurement Establish a Baseline Value of Service Measurement Knowledge Management Benchmarks Governance Frameworks, Models & Quality Systems The Knowledge Spiral 7-Step Improvement Process Step 1 - Define Data Requirement Step 2 - Define Data Capability Step 3 - Gather Data Step 4 - Process Data Step 5 - Analyze Data Step 6 - Present & Use Data Step 7 - Implement Corrective Action Metrics & Measurement CSI Roles Service Manager CSI Manager RACI Model Measuring & Reporting Frameworks Continual Service Improvement - Review Implementing CSI Getting Started Governance CSI & Organizational Change Communication Strategy & Plan Roles & Inputs to CSI Model Implementing CSI - Review ITIL Service Manager Bridge Part 07 58m

17 v2/v3 New & Changed Industry Guidance v2/v3 New & Changed - Review Roles & Organization Function - Process - Roles Role Definitions Generic Roles RACI Model Service Structures Organizational Structures Specialization Based Structures Activity Based Structures Process Based Structures Geography Based Structures Hybrid Structures Roles & Organization - Review IT Service Management - Technology Considerations Technology & Design Design Tools Management Tools Service Transition Tools Knowledge Management Tools Collaboration Communities Workflow Management Configuration Management System Technology Considerations Event Management Desired Features Incident Management Desired Features Request Fulfillment Desired Features Problem Management Desired Features Access Management Desired Features Service Desk Desired Features Service Strategy Technology & Architecture Planning & Implementing Technology IT Service Management - Technology Considerations - Review Complementary Guidance Complementary Industry Guidance CobiT Program/Project Methodology ISO/IEC 20000

18 CMMI Balanced Scorecard Quality Methodology OSI Framework Complementary Guidance - Review Course Closure Total Duration: 15h 17m

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