ITIL® v2-v3 Foundation Bridge

• 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

• 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