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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:
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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:
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ITIL Fundamentals
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Understand the background for ITIL v3 and why ITIL needed to change
Ø
Service Management as Practice Concepts of Service Management
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The Five Core Books:
o
Service Strategy
o
Service Design
o
Service Transition
o
Service Operation
o
Continual Service Improvement
Key terms and definitions:
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ITIL v3 Key Principles and Models
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Service Strategy:
o
The three types of Service Providers
o
Perspective, position, plan
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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
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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
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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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