Summary

The ITIL® V3 Managers Bridge exam will bridge the gap between the ITIL® Manager’s Certificate in IT Service Management at an earlier ITIL® version and the ITIL® Expert qualification based upon ITIL® V3.

Please note that this exam is only available in English until further notice.

Target group

The examination for the ITIL® Manager Bridge qualification is intended for individuals who already hold the Managers Certificate in IT Service Management at an earlier ITIL® version.
This may include but is not limited to, CIO’s, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Operation practitioners.

Context

Candidates wishing to progress to the Advanced ITIL® Level in IT Service Management must provide documentary evidence of attaining the ITIL® Expert diploma and the earlier Manager’s Certificate qualification before being allowed to progress to the Advanced Level.

Prerequisites

The candidate is holder of a Manager’s certificate in IT Service Management at an earlier ITIL® version and must provide documentary evidence of attaining this qualification. The candidate will have attended an accredited Manager Bridge training course and have read the ITIL Service Lifecycle Practices core guidance which includes:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• Introduction to the Service Lifecycle (Optional but recommended)

Exam requirements

The candidate understands and knows the basic concepts used in the Service Lifecycle literature.
To access V3 Glossaries in all available languages click on the link below.
www.best-management-practice.com

The exam requirements are developed by APMG. EXIN is not responsible for these requirements. 

• Introduction:
  Candidates need to understand the background for ITIL® V3 and why ITIL® needed to change.
• Service Management as a practice:
  Candidates need to fully understand the value of ITSM Good Practice and to be capable of defining and describing a Service and the concept of Service Management as a practice.
• The Service Lifecycle:
  Candidates need to fully understand the Service Lifecycle and explain the objectives and business value for each phase in the lifecycle.
• Generic concepts and definitions:
  Candidates need to comprehend and articulate some of the key terminology and explain the key concepts of Service Management. Candidates must also be able to show how these concepts can be used as part of a successful ITSM project or in successful operation of ITSM processes.
• Key Principles and Models:
  Candidates need to fully comprehend and communicate the key principles and models of Service Management and to balance some of the opposing forces within Service Management.
• Processes:
  Candidates need to understand how the Service Management processes contribute to the Service Lifecycle, to explain the objectives, scope, concepts, activities, key metrics (KPI’s), roles and challenges for all of the ITIL® V3 processes.
• Functions:
  Candidates need to be able to explain the role, objectives, organizational structures, staffing and metrics of the ITIL® V3 functions.
• Roles & Organization:
  Candidates need to understand each role and the corresponding responsibilities in IT Service Management.
• Technology & Architecture:
  Candidates need to understand and weigh the generic requirements for an integrated set of Service Management Technology. Furthermore they need to understand and communicate how Service Automation assists with integrating Service Management processes. This subject also requires an understanding of Planning and Implementing Service Management Technologies.
• Implementation Considerations:
  Candidates must have an understanding of Service Lifecycle implementation considerations, sufficient to enable them to contribute to such implementations.
• Complementary Industry Guidance:
  Candidates should understand how ITIL® V3 interfaces with complementary industry guidance and how it can be used alongside other industry frameworks and standards.
• Mock exam:
  It is recommended that candidates do the mock examination.

In-course assessment / Practical assignment

Not applicable

Time allotted for examination

90 minutes

Examination type

Computer-based multiple-choice.

Examination details

Literature

     OGC
     Service Strategy
     ISBN 13: 9780113310456
     
     OGC
     Service Design
     ISBN 13: 9780113310470

     OGC
     Service Transition
     ISBN 13: 9780113310487
     
    OGC
    Service Operation
    SBN 13: 9780113310463

    OGC
    Continual Service Improvement
    SBN 13: 9780113310494

Additional Literature   

    OGC
    The Official Introduction to the ITIL Service Lifecycle
    SBN 13: 9780113310616

     OGC
     ITIL Small-Scale Implementation 2007 Edition
     ISBN 13: 9780113310784

     OGC
     Key Element Guide Service Strategy
     ISBN 13: 9780113310708

     OGC
     Key Element Guide Service Design
     ISBN 13: 9780113310715

     OGC
     Key Element Guide Service Transition
     ISBN 13: 9780113310722

     OGC
     Key Element Guide Service Operation
     ISBN 13: 9780113310739

     OGC
     Key Element Guide Continual Service Improvement
     ISBN 13: 9780113310746