ITIL v2-v3 Managers Bridge

• Why ITIL needed to change
• Exploring the new structure of ITIL

Service Management as a practice

• How Good Practice can assist an organization
• Describing a Service and the concept of Service Management as a practice
• Defining Service Management

What’s New in ITIL v3
Generic processes

• Service Catalog
• Risk
• Definitive Media Library
• Service Change
• Change types

Specific processes

• Service Strategy: Financial Management
• Service Design: IT Service Continuity Management
• Service Transition: Change Management
• Service Operation: Problem Management

Service Lifecycle
The structure of the Service Lifecycle

• Exploring the scope, components and interfaces of the ITIL Library
• Identifying the objectives and business value of each Lifecycle phase
• Service Strategy
• Service Design
• Service Transition
• Service Operations
• Continual Service Improvement

Terminology and definitions

• Key Service Management concepts
• Identifying how these concepts can be used as part of a successful ITSM project or operation

Service Management Models

• Comparing Service Strategy Fundamentals
• The importance of people, processes, products and partners for Service Management
• Communicating Service Transition policy
• Explaining conflicting balances in Service Operation
• The role of measurement for Continual Service Improvement
• Balancing some of the opposing forces within Service Management

Processes and Functions
Service Strategy

• The four main activities in the Service Strategy process
• Identifying the objectives and scope for Service Portfolio Management and Demand Management

Service Design

• Recognizing the roles and key metrics for Service Catalog Management
• The key activities of Information Security and Supplier Management

Service Transition

• Exploring the scope and basic concepts for Transition Planning and Support
• Roles and challenges for Release and Deployment Management and the DIKW model

Service Operation

• Key metrics of Event, Request and Access Management
• Communicating the methods and benefits of interfacing Service Operation to self-help capabilities

Continual Service Improvement

• Explaining the high level objectives, basic concepts, process activities, roles and metrics
• The 7-step improvement process

Organizational structure of key functions

• The Service Desk
• Technical Management
• Application Management
• IT Operations Management

Service Management in the Organization
Analyzing IT Service Management roles

• The roles and responsibilities of the Service owner
• Determining organizational structure using the RACI model

Technology and architecture

• Considering generic requirements
• How Service Automation assists with integration

Implementation Considerations and Industry Guidance

• Implementing Service Management
• Complementary industry guidance for ITIL v3
• COBIT®
• ISO/IEC 20000
• CMMI
• Balanced Scorecard
• Quality management
• OSI

• Pre-course reading required
• Approximately 1 hour of home study each evening
• The ITIL v3 Managers Bridge Certification exam is offered at the end of the class
• The course fee includes the Managers Bridge Exam