ITIL® v2-v3 Foundation Bridge

You Will Learn How To

  • Prepare for and take the ITIL v3 Foundation Bridging Certification Exam
  • Evaluate ITIL v3 content and identify the benefits of ITIL v3 implementation
  • Identify the primary differences between ITIL v2 and ITIL v3
  • Explain the business objectives for each phase of the ITIL v3 Service Lifecycle
  • Assess the main principles and models of ITIL v3 Service Management
  • Recognize how the ITIL v3 processes contribute to the Service Lifecycle

Course Benefits
ITIL v3 offers many improvements over the previous version, including a focus on business and IT integration and a holistic Service Lifecycle. This course focuses on the new ITIL v3 content and the major differences between ITIL v2 and v3. You gain the skills to take the ITIL v3 Foundation Bridging Certification Exam, offered at the end of class.

Who Should Attend
This course is geared to those who have the ITIL v2 Foundation Certificate and would like to transition to ITIL v3. The successful completion of the ITIL v3 Bridging Exam is comparable to obtaining the ITIL v3 Foundation Certificate.
Course Workshop
In this one-day course, you gain knowledge of ITIL v3 key changes and new content.
You will learn:

  • Exploring ITIL v2 and v3 differences
  • Enhancing competitive advantage with ITIL Service Strategy
  • Designing Services for Business needs
  • Applying CSI to improve IT Services
  • Taking the ITIL v3 Foundation Bridging Certification Exam
Introduction to ITIL v3

  • Background and development of ITIL v3
  • Recognizing the benefits of ITIL v3
  • Service Management as a practice
  • Defining the concept of a Service
  • The ITIL v3 Qualification scheme

Assessing the Service Lifecycle
Defining the Service Lifecycle

  • The five Lifecycle phases
  • Describing the structure, scope, components and interfaces in the ITIL Library
  • Recognizing the objectives and business value for each Lifecycle phase

Exploring the main objectives of the five phases

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

Identifying key terminology

  • ITIL v3 content: Utility and Warranty, Resources and Capabilities, Service Portfolio
  • IT Governance across the Lifecycle
  • A higher level of knowledge management: the Service Knowledge Management System
  • Service Management Technology requirements

Service Strategy: Defining Objectives

  • Service Assets as the basis for Value Creation
  • Fundamentals of Value Creation through Services
  • The four main activities in the Service Strategy: market, offerings, strategic assets, execution
  • Stating the basic concepts and roles for Portfolio and Demand Management

Service Design: A Blueprint for Success

  • Discussing the five major aspects of Service Design
  • Exploring Service Portfolio Design
  • Identifying Business Requirements
  • Defining Service Requirements and design of Services
  • Functions of Information Security and Supplier Management
  • The role of the Service Design Package and Service Catalogue

Service Transition: From Test to Live

  • Transition Planning and Support
  • Explaining the Service V model
  • Exploring the objectives of Release and Deployment Management
  • Change Management: challenges, change types and the seven Rs
  • The information structure behind Service Asset and Configuration Management

Service Operations: Running Day-to-Day Operations
Examining the processes

  • Recognizing conflicts in Service Operation
  • IT Services versus Technology components
  • Event Management within the Incident Lifecycle
  • The role of Access Management
  • New to ITIL v3: Request Fulfillment
  • Comparing Quality of Service vs. Cost of Service

Identifying the Service Operation functions

  • Technical Management to manage the infrastructure
  • Application Management and the Software Management Lifecycle
  • IT Operations Management

Continual Service Improvement (CSI): Maintaining Momentum

  • Explaining the CSI model
  • Measuring for CSI: Business value and Baselines
  • Types of metrics: technology, process and service
  • The 7-step improvement process: exploring objectives, activities and metrics

Important Course Information

  • The ITIL v3 Foundation Bridging Certification Exam is offered at the end of the class
  • The Bridging Exam includes content on ITIL v2 that is not covered in this course

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