The Manager's Bridge Certificate is intended for those who have an ITIL(R) Manager's Certificate in IT Service Management and wish to bridge the gap between their existing qualification and ITIL(R) Expert in IT Service Management. This book can be used as a learning aid for self study or for reference or revision within an accredited training course. - ITIL(R) and IT Service Management have been practised successfully around the world for more than 20 years; - ITIL(R) is a framework for IT service management and provides best management practice to meet ISO 20k.

Table of Contents

1 Overview 2 Service Management As A Practice 3 The Service Lifecycle 4 Generic Concepts And Definitions 5 Service Strategy 6 Service Design 7 Service Transition 8 Service Operation 9 Continual Service Improvement 10 Technology And Architecture 11 Implementation Considerations 12 Complementary Industry Guidance

Author Biography

Colin Rudd has worked in the IT industry for over 35 years and has been heavily involved in the development of the IT Infrastructure Library (ITIL). He is former President of the Institute of IT Service Management and is currently a Director of itSMF International and Chair of the itSMF Standards Management Board.