ITIL04 - ITILV3 Bridge Course

Summary

THIS PROGRAM HAS BEEN RETIRED, please refer to ((ITIL01V3))

ITIL is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management (ITSM) by many Public & Private Organizations.  Since early 1990, ITIL has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under version 3.

In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL V3 now emphasizes the following areas:

• Assist in transforming IT Service Management onto a strategic business asset
• Assist in defining and managing the complete lifecycle of IT Service Management Process
• Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services

This exam preparatory course introduces ITIL V3 concepts and explains the major differences with ITIL V2. The ITIL Foundation V3 Bridge exam will be scheduled to be taken on the morning after the course from 10am-10:30am; this is a 30 minute examination of 20 multiple choice questions.

Audience

• IT professionals interested in upgrading their existing ITIL Foundation V2 certification 

• It is mandatory that exam participants possess the ITIL Foundation V2 Certificate in IT Service Management

An effective lecture designed at achieving a clear understanding the new ITIL V3 Best Practice and Service Management lifecycle model

• Overview of the drivers for ITIL V3
• Key differences between ITIL V2 and ITIL V3 – What are the major changes?
• New concepts, definitions and terminology
• Key interfaces

Introduction  to the ITIL V3 Services Lifecycle approach and its key concepts including

• Control and governance
• Key roles

Exposure to:

• The Service Lifecycle approach and components of each stage within the lifecycle
• The benefits if adopting ITIL V3 Best Practice
• The main components (the new books) within the 5 stages in the lifecycle:
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

• The future of ITIL Qualification
• What will happen to current certifications and qualifications?
• When should we start adopting ITIL V3 concepts?
• Do I have to read all the books?
• What will happen to our ITIL V2 investments?
• Will tools still satisfy ITIL?
• How does ITIL V3 map to other quality standard such as ISO/IEC 20000

Service Strategy

Guidance is provided on the principles underpinning the practice of service management which are useful for developing service management policies, guidelines, and processes across the ITIL Service Lifecycle. Service Strategy guidance is useful in the context of:

• Service Design,
• Service Transition,
• Service Operation,
• Continual Service Improvement.

Topics covered in Service Strategy include:

• Development of internal and external,
• Service assets,
• Service catalogue,
• Implementing strategy through the Service Lifecycle.
• Financial management,
• Service Portfolio Management,
• Organizational Development, and
• Strategic Risks are among other major topics.

Service Strategy is about ensuring that organizations are in position to handle the costs and risks associated with their service portfolios, and are set up not just for operational effectiveness but also for distinctive performance. Decisions made with respect to Service Strategy have far-reaching consequences including those with delayed effect.

Service Design

The Service Design volume provides guidance for the design and development of services and service management processes. It covers design principles and methods for converting strategic objectives into portfolios of services and service assets.

The scope of Service Design is not limited to new services. It includes:

• Changes and improvements necessary to increase or maintain value to customers over the lifecycle of services,
• Continuity of services,
• Achievement of service levels,
• Conformance to standards and regulations.

The Service Transition volume provides guidance for the development and improvement of capabilities for transitioning new and changed services into operations. This publication provides guidance on how the requirements of Service Strategy encoded in Service Design are effectively realized in Service Operation.

The publication combines practices in:

• Release Management,
• Program Management, and
• Risk Management.
  

It provides guidance on managing the complexity related to service changes and service management processes; preventing undesired consequences while allowing for innovation. Guidance is provided on transferring the control of services between customers and service providers.

Service Operation

This volume embodies practices in the management of service operations. It includes guidance on achieving effectiveness and efficiency in the delivery and support of services so as to ensure value for the customer and the service provider. Strategic objectives are ultimately realized through service operations, therefore making it a critical capability.

Guidance is provided on ways to maintain stability in service operations, allowing for changes in design, scale, scope, and service levels. Organizations are provided with detailed process guidelines, methods, and tools for use in two major control perspectives: reactive and proactive. Managers and practitioners are provided with knowledge allowing them to make better decisions in areas such as managing the availability of services, controlling demand, optimizing capacity utilization, scheduling of operations, and fixing problems. Guidance is provided on supporting operations through new models and architectures such as shared services, utility computing, web services, and mobile commerce.

Continual Service Improvement

This volume provides instrumental guidance in creating and maintaining value for customers through better design, introduction, and operation of services. It combines principles, practices, and methods from quality management, change management, and capability improvement. Organizations learn to realize incremental and large-scale improvements in

service quality, operational efficiency, and business continuity. Guidance is provided for linking improvement efforts and outcomes with service strategy, design, and transition. A closed-loop feedback system, based on the Plan, Do, Check, Act (PDCA) model specified in ISO/IEC 20000, is established and capable of receiving inputs for change from any planning perspective.