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ITIL Managers Bridge Certification in IT Service Management
ITIL V1 / V2 Manager to ITIL V3 Expert
Target Audience
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. This course is only intended for those holding a valid ITIL Manager's Certificate in IT Service Management based on ITIL versions 1 and 2 and those V2 Practitioners who have accrued sufficient credits.
The qualification is aimed at:
- Individuals who already hold the Manager's Certificate in IT Service Management at an earlier ITIL version, who wish to obtain the ITIL Expert in IT Service Management, thereby demonstrating their knowledge of ITIL V3
- Individuals who hold sufficient V2 Practitioner Credits and would like to obtain the ITIL Expert qualification by successfully completing the V3 Managers Bridge and the Managing Across the Lifecycle accredited courses and examinations.
Qualification Level: Expert Level
Course Objectives
The main focus of the Managers-Expert Bridge will be the NEW content of ITIL V3 and those things that have changed. The syllabus is therefore in two parts:
- Part 1 covers those things that are new to ITIL V3 that will form the main focus for the qualification
- Part 2 covers those things that were well known at V2, but with some significant differences. The training/qualification will focus only on those elements that have changed.
The course is divided into the following modules:
- Introduction
- Service Management as a practice
- The Service Lifecycle
- Generic concepts and definitions
- Key Principles and Models
- Processes
- Functions
- Roles & Organization
- Technology & Architecture
- Implementation Considerations
- Complementary Industry Guidance
- Mock exam.
The course is intended to help candidates to:
- Understand the background for ITIL V3 and why ITIL needed to change
- Understand the concept of Service Management as a practice
- Understand the Service Lifecycle and explain the objectives and business value for each phase in the lifecycle
- Comprehend and articulate some of the key terminology and explain the key concepts of Service Management. Candidates must also be able to show how these concepts can be used as part of a successful ITSM project or in successful operation of ITSM processes
- Fully comprehend and communicate the key principles and models of Service Management and to balance some of the opposing forces within Service Management
- Understand how the Service Management processes contribute to the Service Lifecycle, to explain the objectives, scope, concepts, activities, key metrics (KPI's), roles and challenges for all of the ITIL V3 processes
- Explain the role, objectives, organizational structures, staffing and metrics of the Service Desk, Technical Management, Application Management and IT Operations Management functions
- Understand each role and to understand the responsibilities of each of the roles in IT Service Management
- Understand and weigh the generic requirements for an integrated set of Service Management Technology
- Understand and communicate how Service Automation assists with integrating Service Management processes
- Planning & Implementing Service Management Technologies
- Have an understanding of implementation considerations
- Understand how ITIL V3 interfaces and can be used alongside complementary industry guidance.
Prerequisites: Manager's Certificate in IT Service Management
Accredited Training: Accredited Training for this qualification is mandatory
Examination Format: Scenario-based, complex multiple-choice
Number of Questions: 20
Pass Score: 80%
Delivery: Online or paper based via an Accredited Training Organisation
Exam Duration: Candidates sitting the examination in a language other than their native language have a maximum of 105 minutes and are allowed the use of a dictionary
Open/Closed Book: Closed Book.
Recommended Reading
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
- The Introduction to the ITIL Service Lifecycle (Optional but recommended).
All the above titles can be purchased from APMG-Business Books.