ITIL® V.2 to V.3 Transition (Bridging)

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ITI605en

Presented as an intensive one day workshop, this course covers new processes and functions defined in ITIL® (IT Infrastructure Library) version 3 from the CCTA/OGC. By the end of this course, students will be prepared to write the APMG ITIL® Foundation bridging exam (international certification), which is a half-hour multiple choice test.

Prerequisites

‘ITIL® Foundation’ certification on a previous version (refer to ITI391); Three to six months of work experience in an IT organization

Target Audience

IT operations and management personnel who have already completed the IT Service Management “Foundation” course based on a previous ITIL version and who wish to update their knowledge of the service management framework to the current version (3).

Objectives

Describe the principal additions and differences defined in ITIL® version 3.
Confidently pass the APMG certification exam thanks to your subject knowledge.

Topics covered

Introduction to IT Service Management and best practices
IT Service Lifecycle
Planning IT Service Improvement based on a proven reference model
Roles and responsibilities in IT service management: beyond the organization
Full standard vocabulary for describing IT Service Management
New ITIL® V3 elements (unchanged elements from ITIL® V2 will simply be mentioned)
- Service Operation
  - Event Management
  - Access Management
  - Request Fulfillment
  - Other operational functions
- Service Transition
  - Evaluation
  - Tests and validation
  - Knowledge Management
  - Transition Planning and Support
  - Release and Deployment Management
- Service Design
  - Service Catalogue Management
  - Information Security Management
  - Supplier Management
- Service Strategy
  - Generating Service Strategy
  - Demand Management
  - Service Portfolio Management
- Continual Service Improvement
  - The 7 steps of Service Improvement
  - Service Measurement
  - Service Reporting
  - Governance