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INTRODUCTION:
The ITIL
® v3 Foundation Bridge Course is provided to give candidates a
fast track route to an ITIL
® v3 Foundation certificate level of
knowledge. This course is
only intended for existing holders of ITIL
® Foundation Certificates from
ITIL
® v2 and v1.
COURSE DESCRIPTION:
The ITIL
® v3 Foundation Bridge 2 day course highlights new topics in
ITIL
®
v3 and the main differences from earlier ITIL
® versions.
Candidates can expect to gain knowledge and understanding in the
following upon successful completion of the components related to this
certification:
Ø
Service Management as a practice (Awareness)
Ø
Service Lifecycle (Awareness)
Ø
Key Principles and Models (Awareness)
Ø
Generic Concepts (Awareness)
Ø
Selected Processes (Awareness)
Ø
Selected Roles (Awareness)
Ø
Selected Functions (Awareness)
Ø
Technology and Architecture (Awareness)
Ø
ITIL ® Qualification Scheme (Awareness)
Our unique use of IT service management tools to demonstrate how
processes work, accelerates the knowledge transfer to the participant.
AUDIENCE:
Professionals working in IT services requiring more knowledge about the
ITSM best practices.
PREREQUITIES:
Work experience in IT recommended, but not required.
OBJECTIVES:
Ø
Understand Service Lifecycle
Ø
Comprehend the main activities of the main processes
Ø
Be aware of key ITIL
® definitions
Ø
Be prepared to take the Foundation Bridge Certificate examination
CERTIFICATION EXAMINATION:
The Foundation Bridge Certificate in IT Service Management is awarded to
participants who receive a passing grade of 65% on a multiple-choice
exam. Maximum 30 minutes.
COURSE OUTLINE:
Ø
ITIL ® Fundamentals
Ø
Understand the background for ITIL ® v3 and why ITIL ® needed to change
Ø
Service Management as Practice Concepts of Service Management
Ø
The Five Core Books:
o
Service Strategy
o
Service Design
o
Service Transition
o
Service Operation
o
Continual Service Improvement
Key terms and definitions:
Ø
ITIL ® v3 Key Principles and Models
Ø
Service Strategy:
o
The three types of Service Providers
o
Perspective, position, plan
Ø
Service Design:
o
Service Portfolio
o
Technology design
o
Process design
o
Insourcing, outsourcing, partnership
Ø
Service Transition:
o
The Service V model
o
Business value, asset and configuration management
Ø
Service Operation:
o
Quality vs. Cost of Service
o
Reactive vs. Proactive
Ø
Continual Service Improvement:
o
Plan, Do, Act, Check
ITIL © v3 Processes:
Ø
Service Strategy:
o
Service Portfolio Management
o
Demand Management
o
Financial Management
Ø
Service Design:
o
Service Level Management
o
Service Catalog Management
o
Availability Management
o
Information Security Management
o
Supplier Management
o
Capacity Management
o
IT Service Continuity Management
Ø
Service Transition:
o
Change Management
o
Service Asset and Configuration Management
o
Release and Deployment Management
Ø
Service Operation:
o
Incident Management
o
Event Management
o
Request Management
o
Problem Management
o
Access Management
Ø
Continual Service Improvement:
o
The 7 step improvement process
Ø
Functions:
o
Service Desk
o
Technical Management
o
Application Management
o
Operations Management Function
§
IT Operations Control
§
Facilities Management
Ø
Roles and Responsibilities
Ø
Technology and Architecture
Ø
ITIL® Qualification scheme
Ø
Review and Practice Exam
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For more information call 720.346.1710 or visit: www.ameriteach.com 7800 E. Dorado Place,
Greenwood Village, CO 80111 |
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