HiTech is accredited to provide ITIL education for the certification program and an authorized exam center.

The organization is accredited by the Examination Institute for Information Science (EXIN).

Service Managers Bridge Course is suitable only for anyone who already holds the Managers Certificate in IT Service Management at an earlier ITIL version, and who wishes to obtain the ITIL Expert certification, thereby demonstrating knowledge of ITIL V3.

ITIL® considered as the de facto standard for managing a business focused, cost effective IT organization, the ITIL framework was redesigned from a process-led approach to a service lifecycle approach, and the third version of the library (V3) was published in 2007. The end-to-end view of how IT should be integrated with business strategy is at the heart of ITIL V3’s five core volumes: The Manager Certificate in IT Service Management is aimed at

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

This 4½ day Service Managers Bridge Course provides you with a intense and focused exploration of the new and modified topics in ITIL V3. The course is intended for those who are already proficient in ITIL terminology and processes. The course prepares you for the examination leading to the ITIL Expert certification.

Course participants must hold the Managers Certificate in IT Service Management from a previous version of ITIL. It is recommended that participants possess a strong comfort level with ITIL’s processes, activities, goals, benefits and challenges prior to attending.

This course is well designed with exercises, assignments & mock exams throughout the course to reinforce the knowledge gained. You can expect to attain competencies in the following upon successful completion of the course.

Service Management as a practice:
• Understand and articulate Service and be able to explain the concept of Service Management as a practice
Service Lifecycle:
• Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle
Generic Concepts & Definitions:
• Comprehend and be able to articulate some of the key ITIL terminology and concepts, and show how these concepts can be used as part of a successful IT Service Management (ITSM) project
Key Principles & Models:
• Comprehend and be able articulate the key principles and models of ITSM and some of the opposing forces within ITSM
Processes:
• Understand the objectives, scope, concepts, activities, key metrics, roles and challenges for all of the ITIL V3 processes. This unit will also briefly cover some processes carried over from ITIL V2, so as to allow the interfacing and collaboration between all of the processes
Functions:
• Understand the role, objectives, organizational structures, staffing and metrics of ITIL V3’s four functions (e.g. Service Desk)
Roles & Organization:
• Understand each role and the responsibilities of each of the roles in ITSM (e.g. Service Owner)
Technology & Architecture:
• Understand the generic requirements for an integrated set of ITSM Technology, and how Service Automation assists with integrating ITSM processes
Implementation Considerations:
• Understand the implementation issues and considerations for the different lifecycle phases