Duration  
Five-Day course

Delegate Prerequisites: 
This course is aimed at all stakeholders in Service Management, including IT Service Managers and Service Professionals.

This five-day Bridging Course will re-enforce the key components of ITIL® v3. It will build on delegates’ v2 knowledge and cover the key differences between v2 and v3 and explain how Service Management is evolving.

Following the course, delegates will sit the ITIL® v3 Diploma bridge examination. This consists of 20 complex multi-choice scenario-based questions and will take 90 minutes. Delegates will sit the exam on the morning of Day Five of the course.

Aim and Objective: 
This course will raise understanding of, and competence in, IT Service Management as described in the ITIL® v3 lifecycle approach, including all core components and key considerations for implementation, operation and improvement. Throughout the course the differences from and similarities to ITIL® v2 will also be highlighted and explained in depth.

At the end of the course delegates will be able to:

• Understand and apply the lifecycle approach to Service Management
• Relate ITIL® v3 processes to their current situation and influence developments
• Sit the ITIL® v3 Diploma examination.

Method of Delivery:

• Discussion sessions and slide shows. 
• Exercises and activities.
• Handouts.

Outline for the Course

• Drivers for the ITIL® Service Management Refresh to ITIL® v3
  • Business Drivers
  • Legislative Drivers
  • Technological Drivers
  • Service Provision Drivers
• Good Practice in Service Management
  • Available Standards
  • The Need for Standards
  • Links between Service Management and Other Standards.
• The Lifecycle Approach
  • Lifecycle Phases, Processes and Activities
  • Comparisons and Contrasts with ITIL® v2 Processes
• Functions, Roles and Responsibilities
  • Functions in ITIL® v3
  • Roles and Responsibilities Defined in ITIL® v3
  • Relationships to ITIL® v2