ITIL V3 Foundation Certification Bridge Training Course

Package Includes:

• 3 DVDs featuring live instructor-led classroom sessions with full audio, video & demonstration components
• Focused on practical solutions to real-world development problems
• Free 1 Year Upgrade Policy

ITIL v3 Foundation Bridge Training Course Introduction:

ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems.

The ITIL v.3 Foundation Certification Bridge Course enables an existing ITIL Version 2 certified student to upgrade their Foundation certification to Version 3 of the IT Infrastructure Library.

* itSM Solutions LLC is the Accredited Courseware and Training Provider for the ITIL products listed.

Course Introduction

• Course Introduction

ITIL Concepts

• ITIL Concepts
• Terms to Know
• Questions to Answer
• Process Oriented ITIL
• Lifecycle Oriented ITIL
• The History of ITIL
• Why Refresh?
• Need-to-Know ITSM Concepts
• IT Service Management
• Service
• Service Model
• Framing Service Value
• IT Governance & Service Lifecycle
• The Service Lifecycle - Value to the Business
• Part 1 Review

Continual Service Improvement

• Continual Service Improvement
• Terms to Know
• Questions to Answer
• CSI & The Service Lifecycle
• CSI What's New?
• Managing Through the Lifecycle
• CSI Model
• CSI & Organizational Change
• Ownership
• Role Definitions
• Service Level Management
• Service Measurement
• Knowledge Management
• Governance
• 7 Step Improvement Process
• CSI Roles
• RACI Model
• Part 2 Review

Service Operation

• Service Operation
• Terms to Know
• Questions to Answer
• SO & The Service Lifecycle
• Service Operation What's New?
• Service Operation What's Changed?
• Managing Through the Lifecycle
• Purpose, Goals & Objectives of Service Operation
• The Scope of Service Operation
• Service Operation - Value to the Business
• The Principle of Service Operation
• Achieving Balance in Service Operation
• Balancing Stability & Responsiveness
• Balancing QoS & CoS
• Balancing Reactive & Proactive
• The Processes of Service Operation
• Incidental Management
• Event Management
• Event Management Measures & Outcomes
• Request Fulfillment
• Request Fulfillment Measures & Outcomes
• Problem Management
• Access Management
• Access Management Measures & Outcomes
• Functions of Service Operation
• Service Desk
• Technical Management
• Application Management
• IT Operations Management
• Part 3 Review

Service Transition

• Service Transition
• Terms to Know
• Questions to Answer
• ST & The Service Lifecycle
• Service Transition What's New?
• Service Transition What's Changed?
• Managing Through the Lifecycle
• The Service Transition Model
• Service Transition - Purpose, Goals & Objectives
• Service Transition - The Scope
• Service Transition - Value to the Business
• The Service "V" Model
• Service Transition - Processes
• Transition & Support Management
• Transition Planning & Support Management Measures & Outcomes
• Change Management
• Change Management - The 7 R's
• Service Asset & Configuration Management
• Configuration Management System
• Release & Deployment
• Definitive Media Library
• Service Validation & Testing
• Service Validation & Testing Measures & Outcomes
• Evaluation
• Evaluation Model
• Evaluation Measures & Outcomes
• Knowledge Management
• Knowledge Management Measures & Outcomes
• Service Transition - Roles
• Part 4 Review

Service Design

• Service Design
• Terms to Know
• Questions to Answer
• The Service Lifecycle
• Service Design What's New?
• Service Design What's Changed?
• Managing Through the Lifecycle
• Service Design Principles & Processes
• Service Design - Introduction
• Service Design Principles
• Service Portfolio Design
• Service Design Business Requirements
• Service Solution Design
• Technology Design
• Process Design
• Measurement Design
• Service Provider Models
• Service Design Processes
• Service Catalog Management
• Service Catalog Management Measures
• Service Level Management
• Capacity Management
• Availability Management
• Service Continuity Management
• Information Security Management
• Supplier Management
• Supplier Management Measures
• Service Design Roles & Responsibilities
• Service Design Technology & Design
• Service Design Implementation Considerations
• Service Implementation
• Service Measures
• Part 5 Review

Service Strategy

• Service Strategy
• Terms to Know
• Questions to Answer
• The Service Lifecycle
• Service Strategy What's New?
• Managing Through the Lifecycle
• Service Strategy - Principles
• Value Creation
• Utility & Warranty
• Service Assets
• Service Provider Types
• Service Structures
• Service Strategy - Activities
• Define the Market
• Develop the Offerings
• Service Portfolio
• Develop Strategic Assets
• Prepare for Execution
• Service Economics
• Financial Management
• Service Portfolio Management
• Define
• Analyze
• Approve
• Charter
• Demand Management
• Part 6 Review

Course Closure

• Course Closure