The Manager's Bridge Certificate in IT Service Management: A Guide for Exam Candidates

Description

ITIL and IT Service Management have been practised successfully around the world for more than 20 years. ITIL is a framework for IT service management and provides best management practice to meet ISO 20k. The objective of the ITIL Service Management framework is to give guidance applicable to all types of organisations that provide IT services to businesses. The Manager's Bridge Certificate is intended for those who have an ITIL (V1 or V2) Manager's Certificate in IT Service Management and wish to bridge the gap between their existing qualification and ITIL Expert in IT Service Management. The main focus of the Managers Bridge is the new content of ITIL V3 and the content that has changed. The book is closely aligned to the structure of the syllabus. It can either be used as a learning aid for self study or as a reference or revision aid within an accredited training course.

CONTENTS:

Introduction Nature and Purpose of the Book Purpose of the Managers Bridge Exam Certificate The Manager's Bridge Syllabus Relationship of the Book to the Syllabus How to Get the Best Out of This Book PART ONE: New at ITIL V3 0. Introduction to the exam [ITILMD00] 1. Service Management as a practice [ITILMD01] 2. The Service Lifecycle [ITILMD02] 3. Generic concepts and definitions [ITILMD03] 4. Key Principles and Models [ITILMD04] 4.1 Service Strategy 4.2 Service Design 4.3 Service Transition 4.4 Service Operation 4.5 Continual Service Improvement 5. Processes [ITILMD05] 5.1 Service Strategy [ITILMD05] 5.2 Service Design 5.3 Service Transition 5.4 Service Operation 5.5 Continual Service Improvement 6. Functions [ITILMD06] 7. Roles & Organization[ITILMD07] 8. Technology and Architecture [ITILMD08] 9. Implementation Considerations[ITILMD09] 10. Complementary Industry Guidance[ITILMD10] 11. Mock exam/Revision Chapter [ITILMD11] PART 2: Significant Changes at ITIL V3 12. Generic Concepts [ITILMD12] 13. Processes [ITILMD13] 13.1 Service Strategy 13.2 Service Design 13.3 Service Transition 13.4 Service Operation Appendix A Use of Bloom's Taxonomy