Learn: in:
» back to Search Results

Course rating of 0 Vendor rating of 4

This qualification program will bridge the subject matter content gap between the ITIL Service Managerís Certificate version 2 and the ITIL Expert Certification of IT Service Management version 3.

Course Outline
Since early 1990, ITIL has been evolving from the focus of Functions and Processes under versions 1 and 2 to Service Lifecycle Management under version 3.  This qualification program will bridge the subject matter content gap between the ITIL Service Manager’s Certificate version 2 and the ITIL Expert Certification of IT Service Management version 3.

Through lectures and simulation exam questions the course offers a comprehensive coverage of the gaps between ITIL V2 and the new ITIL V3 concepts and contents including the introduction of the Service Lifecycle, objectives and business value for each of its phases.

Included in this course is the ITIL V3 Service Manager “Bridge” certification exam

Objectives The main focus of the Service Manager’s Expert Bridge program is to explain the GAP between the content of ITIL V3 versus the content of ITIL V2.

A series of effective lectures designed at achieving a clear understanding the new ITIL V3 Best Practice and Service Management lifecycle model, processes and functions, including:

The objectives, scope, concepts, activities, key metrics (KPI’s) and challenges for all of the ITIL V3 processes and functions.
    * The business value of ITSM Good Practice, the definition of a Service and the concept of Service Management as a practice.
    * The basics of Value Creation through Services.
    * The identification of Business Requirements and design of Service Solutions.
    * Implementation considerations and issues throughout the lifecycle and related processes.
    * How ITIL V3 interfaces with other industry guidance such as Cobit, ISO/IEC 20000, etc.
    * How new V3 concepts can be used as part of a successful ITSM project or in successful operation of ITSM processes.
    * The key principles and balance of some of the opposing forces within Service Management.
    * How to evaluate and explain Service Provider Types.
    * Designing supporting Management Systems and tools and evaluate the generic requirements for an integrated set of Service Management Technology.
    * How Service Automation can assists with integrating Service Management processes.
    * Consideration for planning & implementing Service Management technologies.

Course Materials The ITIL V3 Service Manager’s training program includes the following as reference documentation:
-Program slide presentation
-ITIL V3 acronyms and glossary
-Sample examination questions and answers

Who should attend?
Individuals who already hold the Service Manager’s Certificate in IT Service Management at an earlier ITIL version, who wish to obtain the ITIL V3 Expert certificate in IT Service Management.

This may include, but not limited to:

Executives, CIO and key stakeholders,Process Owners and Managers, Senior technical and operational staff .  IT professionals and Consultants, IT customers

Course Content -The evolution of Service Management
-Definition of Service and Service Management
-Service Management as best practice
-The importance of adopting a service and continual improvement culture and approach.  Interface to other framework and standards (i.e. ISO/IEC 20000) Objectives and business value
-The Service Lifecycle
-The main components (the new books) within the 5 stages in the lifecycle:
          Service Strategy
          Service Design
          Service Transition
          Service Operation
          Continual Service Improvement
-Key Principles of IT Service Management
-Types of service providers
-Five key aspects of Service Design
-The 7 “Rs” of Change Management
-Service “V” model
-Continual Service Improvement model
-The need for IT Governance and control
-Process development characteristic and guidelines
-Organizational structure
-Key roles and responsibilities
-Technology and Architecture considerations
-Overview of the ITIL functions
-Service Desk
-Application Management,
-Operations Management
-Technical Management
-Basic concept, objectives and activities of ITIL processes
-Key changes to existing version 2 processes, as well as the new ITIL V3 processes
-Service Management
-Service Portfolio Management
-Service Catalogue Management
-Supplier Management
-Information Security Management
-Service Asset and Configuration Management
-Release and Deployment Management
-Event Management
-Request Fulfillment
-Access Management
-The 7 step improvement process
-Including a sample examination and preparation to re-enforce the knowledge gained.

The format of the examination for the Bridge Qualification consists of a complex multiple choice, closed book paper of 20 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 105 minutes to allow use of a dictionary.)

The pass mark will be 80% or more – 16 or more correct answers.
Prerequisites & Certificates

This qualification is ONLY available to candidates who already hold the Service Managerís Certificate in IT Service Management from earlier versions.

Certificates offered

Cancellation Policy
10 business day cancellation policy. if the course is confirmed and the student cancels within 10 days of the course, then they get charged and apply a credit for future courses. If they cancel outside of 10 business days, then there are no charges at all.
Map & Reviews
CTE Solutions
[ View Provider's Profile ]


This course has not yet been rated by one of our members.

If you have taken a course through this vendor please log into your account and leave feedback for this vendor. You will be helping ensure our members get directed to the best training facilities.

Here are some reviews of the training vendor.
I realize that we are constantly dealing with technology, but I still think for a registration fee of almost $3,000, that a hardcover book should be included. I know that the option to print the book on a one-time basis exists.
Reviewed by 2016
Reviewed by 2016
The instructor was very knowledgeable and answered all questions. Jarod did an excellent job presenting.
Reviewed by 2015
The room was cold. I had to sit next to the space heater. It would be good to tell future patrons to dress warmly AHEAD of time. No suprises.
Reviewed by 2015
He was great and offered his contact info for further questions.
Reviewed by 2015
Howard was a fantastic instructor and the course was exactly what I required.
Reviewed by 2014
The trainer was excellent - the course exceeded my expectations.
Reviewed by 2014
This course provides an excellent overview and a bit of practice on the various functions of SharePoint 2013. I was disappointed at the number of exceedingly long breaks given after each module. I would have preferred less break time and more content to the course. Having never taken a SharePoint course with another provider, I don't know if this is the norm with all providers of just this one in particular.
Reviewed by 2014
I ranked the "Use of Technology" low because for Users who were remote the VM's that were setup were a little wonky. Could be very slow at times and then sometimes they needed to be refreshed to work properly with the lab. In some instances we couldn't follow along as replication would not occur fast enough and we would have our lab cut short (for us remote Users).
Reviewed by 2014
The instructor was good at remembering to acknowledge the online students even though he was facing a classroom of students also.
Reviewed by 2014
Insructor was not so good with the live examples. Also the handouts was not so useful
Reviewed by 2013
The trainer was excellent, very knowledgeable and had a lot of valuable experience to share. The problem was that there were way too many workshops that took too long and interfered with getting the maximum benefit from the instructor and the course.
Reviewed by 2013
This was quite informative. It was a great opportunity to have ‚Äėreal life‚Äô discussions with certified PMs. The instructor had excellent examples and was able to share his PM experiences with us with concrete examples. In addition, this was a great opportunity to network with private sector/public sector PMs and develop a better appreciation of PM on both sides of the fence. Cheers, CL
Reviewed by 2013
Reviewed by 2013
I did not like the video format
Reviewed by 2013
As a remote attendee, it appeared the instructor paid attention to the "Attendee" and "Chat" windows only a few times throughout the day, so I was not confident that he would see if I sent a message or raised my hand during the course.
Reviewed by 2013
The chairs were not very comfortable and the material contained spelling and grammatical error (a few but still)as well as repetition of words.
Reviewed by 2013
Was a bit slow the last 1/2 day. Of course, for some, this was the last of a 4 day course (not just 2 days).
Reviewed by 2013
I really enjoyed the course and I learned a lot. The pace was excellent.
Reviewed by 2013
Reviewed by 2013
The room was excellent on its own - less distraction and no noise around you. There was no direction to the room when I walked in and therefore was not sure if I was heading in the right direction. We were not provided with the direction that there was coffee and fridge on the 3rd floor, and the bathroom floor was dirty.
Reviewed by 2012
This course was great, very informative, had Lionel as instructor and he was also very good.
Reviewed by 2012
Instructor was eager to assist but lacked subject matter expertise. Course time management was very poor. Content provided could have been delivered effectively in a one day course.
Reviewed by 2012
Good Course, good trainer. All questions addressed equally and in a timely professional manner.
Reviewed by 2011
The course content was interesting; however, the instructor didn't have enough knowledge about Microsoft Sharepoint 2010 Development and wasn't able to answer questions without google search. In the future CTE needs to make sure the instructors have real on-hands experience and are highly trained in the technologies they are supposed be teaching.
Reviewed by 2011

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

This page has been viewed 446 times.