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    Itil Service Manager Bridge

    Course Description

    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 v3, 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.

    The ITIL Version 3 Service Manager Bridge 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 v3). 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 to 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.



    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 v3 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.


    Learning Objectives

    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 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.


    Course Organization Logistics

    • A maximum of 16 students can attend this course with 1 instructor.
    • Beautiful Executive Classroom
    • 2 break out rooms where available‐ Whiteboard, flipchart, projector
    • Previous ITIL Service Manager Certificate numbers need to be provided prior to the start of the course



    • 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 Service Manager 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.


    v1/v2 Certification Credit Bridge Certification
    Holders of 12 credits or more are eligible
    for the v3 Service Manager Bridge and v3
    Managing Across the Lifecycle courses and exams, leading to ITIL Expert Certification.
    v2 ITIL Practitioner Clusters:
    Plan and Improve 3.5
    Agree and Define 3.5
    Support and Restore 3.5
    Release and Control 3.5
    v1 or v2 Practitioner Single
    Service Desk and Incident
    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


    Course Student Material

    • Copy of visual aids used in the classroom
    • Practice Exam, Case Study, Homework and Assignments

      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 v3 ITIL Service Lifecycle Practices Core guidance which includes:

      Service Strategy

      ISBN: 9780113310456

      Service Design

      ISBN: 9780113310470

      Service Transition

      ISBN: 9780113310487

      Service Operation

      ISBN: 9780113310463

      Continual Service Improvement

      ISBN: 9780113310494

      (Complete Set of Core Volumes) ISBN: 9780113310500
      Introduction to Service Lifecycle ISBN: 9780113310616 (optional but recommended)


      About the Examination

      The exam is a closed book, 20 questions, 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.


      • Upon successful passing of the ITIL v3 Service Manager Bridge exam, the student will be recognized with 5 credits in the ITIL qualification scheme.
      • Project Management Institute – Professional Development Units (PDUs) = 30


        Course Contents

        Learning sessions at the “conference” include:

        • Service Management as a Practice, Service Lifecycle, Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement and Technology and Architecture.
        • Exam Preparation Guide



          Day1 Day2 Day3 Day4
          1. Introduction 4. Service Strategy 6. Service Transition 8. Continual Service
          2. Service Management as a practice 5. Service Design 7. Service Operation 9. Technology &
          10. Complementary Industry
          3. Service Lifecycle 5. Service Design 7. Service Operation 11. Exam Preparation
          4. Service Strategy 6. Service Transition 8. Continual Service
          Homework (review of day’s material) Exam