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ITIL V3 Training Courseware |
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 ITIL® v3 Service Manager Bridge Course |
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Certificate :: ITIL v3 Expert Certificate
Duration :: 4 Days
Course Delivery :: Classroom
Credits: 5 Credits to ITIL Expert (working title) |
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Course ID |
| English |
ITL9341M |
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Course Introduction - |
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The ITIL Version 3 Service Manager Bridging Course offers candidates a fast track to update their ITIL Service Manager qualification, and gain recognition at the new ITIL Expert certification level. This qualification bridges the gap between the ITIL Manager's Certificate in IT Service Management (versions 1 & 2) and the ITIL Expert certificate in IT Service Management (ITIL version 3). This course is also available to holders of previous certifications at the Practitioner level, when the total number of recognized credits is 12 or higher.
The course is designed teach the new content of the ITIL v3 Service Lifecycle, and to bridge all the main differences from earlier ITIL versions. It introduces the Service Lifecycle approach and the five stages within this approach: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. |
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Course Description - |
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In this intensive 4 day, instructor led classroom course, participants will learn the principles and core content of the Service Lifecycle approach to IT Service Management according to ITIL version 3, along with the changes from previous versions of ITIL. Through a combination of lecture and interactive exercises, candidates are prepared for taking and passing the ITIL v3 Manager Bridge exam. The exam is available as an option at the end of the course. |
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Course Prerequisites - |
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- Manager's Certificate in IT Service Management (ITIL versions 1 or 2).
- Candidates must provide proof of attaining previous qualifications before registering for the course.
- Candidates are expected to be familiar with the content of the five ITIL Service Lifecycle Core publications.
- With a minimum of 12 credits from V1-V2 Practitioner (single or clustered) certifications, candidates are also eligible for the V3 Managers Bridge course and exam. In order for Practitioner certified individuals to achieve their V3 ITIL Expert certification, they must also complete the V3 Managing Across the Lifecycle course and successfully pass the exam.
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| V1/V2 Certification |
Credit |
Bridge Certification |
| V2 ITIL Practitioner Clusters: |
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| Plan and Improve |
3.5 |
| Agree and Define |
3.5 |
| Support and Restore |
3.5 |
| Release and Control |
3.5 |
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| Single Module: |
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| Service Desk and Incident Management |
2 |
| Service Level Management |
2 |
| Release Management |
2 |
| Problem Management |
2 |
| IT Service Continuity Management |
2 |
| Financial Management |
2 |
| Configuration Management |
2 |
| Change Management |
2 |
| Capacity Management |
2 |
| Availability Management |
2 |
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Holders of 12 credits or more are eligible for the V3 Managers Bridge and Managing Across the Lifecycle courses and exams, leading to ITIL Expert Certification. |
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Audience - |
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The target audience of the ITIL Service Manager bridge qualification, are individuals who already hold the Manager’s Certificate in IT Service Management at an earlier ITIL version (1 or 2), who wish to obtain the ITIL Expert certification. Individuals certified in previous versions of ITIL at the Practitioner level can also enter this course with a minimum of 12 credits.
This target group may include but is not limited to: CxOs, senior IT managers and supervisors, IT professionals and IT operation practitioners. |
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Learning Objectives - |
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The main focus of the course is on the new content of ITIL v3 and those things that have changed from previous ITIL versions. The syllabus is presented in two parts:
- Part 1 covers those items that are new to ITIL v3 that will form the main focus for the qualification.
- Part 2 covers those items that were well known at ITIL v2, but with some significant differences. The training/qualification will focus on those elements that have changed.
Candidates will learn the ITIL Service Lifecycle and associated processes which include:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
- Introduction to Service Lifecycle
Candidates will gain competencies in following areas:
- Understand the reasons for the ITIL v3 update
- Learn the concepts of Service Management as a Practice
- Understand the Service Lifecycle at the core of ITIL v3
- Be confident in the general concepts, definitions, key principles and models of ITIL v3
- Understand how the Service Management processes and functions contribute to the Service Lifecycle and be able to explain the objectives, scope, concepts, activities, key metrics (KPI's), roles and challenges for all of the ITIL v3 processes
- Learn how technology enables the Service Lifecycle and how other complimentary guidance align with ITIL v3
- Understand implementation considerations
- Prepare for the ITIL v3 Manager Bridge examination
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Course Logistics - |
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- A maximum of 12 people can attend this course with 1 instructor
- Classroom with U-shaped seating arrangement
- 2 break out rooms where available- Whiteboard, flipchart, projector
- Previous ITIL Certificate numbers need to be provided prior to the start of the course
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Course Materials - |
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- Copy of visual aids used in the classroom
- Practice Exam, Case Study, Homework and Assignments
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Reference Materials - |
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The examination has been written on the basis that in preparing for the examination, all candidates will have attended an accredited training course and will have read the ITIL Service Lifecycle Practices Core guidance which includes:
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| Service Strategy |
ISBN 10: 0113310455 |
| Service Design |
ISBN 10: 0113310471 |
| Service Transition |
ISBN 10: 011331048X |
| Service Operation |
ISBN 10: 0113310463 |
| Continual Service Improvement |
ISBN 10: 0113310498 |
| Introduction to Service Lifecycle |
ISBN 10: 0113310617(optional but recommended) |
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About the Examination - |
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The exam is a closed book, 20 question, multiple choice exam, based on 10 scenarios (2 questions each). The pass score is 80% (16 out of 20 questions). The exam lasts 90 minutes. |
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Ordering Options - |
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| Description |
Code |
| v3 Service Manager Bridging Course – Materials printed by ITpreneurs |
ITL9341MPI |
| v3 Service Manager Bridging Course – Materials printed by partners |
ITL9341MPP |
| v3 Service Manager Bridging – Online exam |
ITL9341XO |
| v3 Service Manager Bridging – Paper exam |
ITL9341XP |
| v3 Service Manager Bridging – Instructor |
ITL9341I |
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