This 5-day, hands on, certification training program enables ITSM Version 2 certified Service
Managers to upgrade their Service Manager certification to Version 3 of the IT
Infrastructure Library. Accredited ISEB, the course helps students prepare for the
certification exam along with acquiring valuable insights from instructors who have
actually managed IT operations and ITSM programs.
The Manager Bridge course covers the subject areas of all five Lifecycle stages which
are new to V3 and those existing subject areas of V2 which have undergone
significant change in V3. This qualification will bridge the gap between the ITIL V1 or
V2 Service Manager Certificate in IT Service Management and the ITIL Expert
certification in IT Service Management. The V2 to V3 Service Manager bridge subject
areas include:
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Service Management as a practice: Understand and articulate Service and be able to explain the concept of Service Management as a practice
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Service Lifecycle: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle
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Generic Concepts & Definitions: Comprehend and be able to articulate some of the key ITIL terminology and concepts, and show how these concepts can be used as part of a successful IT Service Management (ITSM) project
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Key Principles & Models: Comprehend and be able articulate the key principles and models of ITSM and some of the opposing forces within ITSM
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Processes: Understand the objectives, scope, concepts, activities, key metrics, roles and challenges for all of the ITIL V3 processes. This unit will also briefly cover some processes carried over from ITIL V2, so as to allow the interfacing and collaboration between all of the processes
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Functions: Understand the role, objectives, organizational structures, staffing and metrics of ITIL V3’s four functions (e.g. Service Desk)
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Roles & Organization: Understand each role and the responsibilities of each of the roles in ITSM (e.g. Service Owner)
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Technology & Architecture: Understand the generic requirements for an integrated set of ITSM Technology, and how Service Automation assists with integrating ITSM processes
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Implementation Considerations: Understand the implementation issues and considerations for the different lifecycle phases ITIL Qualification scheme: Understand the ITIL Qualification scheme, the purposes of the two intermediate streams, the certificates and diplomas, and the different options for further training
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Complementary Industry Guidance: Understand how ITIL V3 interfaces and can be used alongside complementary industry guidance (i.e. COBIT®, ISO/IEC 20000, CMMI)