Objectives

The main objective of the ITIL Foundation bridge course is to understand the new "life-cycle" approach of ITIL V3, to learn the new ITIL V3 terminology and to understand where V2 concepts have significantly changed.

On successful completion of this course, delegates will be able to understand and be aware of:

• the service lifecyle
• key principles and models related to service management
• key concepts, processes, key roles and key functions new to V3, or significantly changed from V2

(*) ITIL tm is a registered trademark of OGC (Office of Government and Commerce).

Main topics

• Introduction to the service lifecycle concept of service management:
• key definitions, terminology and principles of service management
• the service lifecycle
• The objectives and business value for each phase of the service lifecycle covered in the 5 core books:

service strategy • service design • service transition • service operation • continual service improvement

• Objectives, basic concepts and roles of processes which are new to V3:

service strategy process • service portfolio management • demand management • service catalogue management • supplier management • information security management • event management • request fulfillment • access management • the 7 step improvement process

• The differences in processes which have changed from V2:

financial management • service level management • availability management • change management • service asset and configuration management • incident management • problem management

• Roles, objectives and organisational structure of new V3 functions

application management • operations management • technical management

• Technology and architecture considerations