ITIL® - V.2 to V.3 Transition Manager

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ITI620en

This course provides thorough treatment of the new processes and functions defined in version 3 of the IT Infrastructure Library (ITIL) from the CCTA and OGC. By the end of the course, students will be prepared for the APMG “ITIL V1 / V2 Manager to ITIL V3 Diploma” international certification exam.

Prerequisite

ITIL Service Manager (ITIL Master) certification based on a previous version

Target Audience

Consultants and analysts already holding their ITIL Master - Service Manager Certification and wishing to update their knowledge of the service management framework to the current version (V.3).

Objectives

Precisely describe the additions defined in ITIL version 3 as well as the principal differences with the previous version.
Understand how the new elements relate to business stakes and to IT service management programs in organizations.
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
- 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
Overview of other industry guides (ISO20000, COBIT, CMMI, Balance scorecard, quality management, etc.) and how they interface with ITIL