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150-230 - ITIL 2011 Foundation - Dump Information

Vendor : PEOPLECERT
Exam Code : 150-230
Exam Name : ITIL 2011 Foundation
Questions and Answers : 196 Q & A
Updated On : April 23, 2019
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150-230 ITIL 2011 Foundation

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150-230 exam Dumps Source : ITIL 2011 Foundation

Test Code : 150-230
Test Name : ITIL 2011 Foundation
Vendor Name : PEOPLECERT
Q&A : 196 Real Questions

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PEOPLECERT ITIL 2011 Foundation

What ITIL Certifications suggest to Your IT administration Practices | killexams.com Real Questions and Pass4sure dumps

if you've performed your research into present IT certifications, you're going to see that counsel know-how Infrastructure Library, or ITIL, is near the suitable of many lists. ITIL strategies are designed to support organizations establish areas where they want improvement, featuring supplier-neutral guidelines on the place to make certain adjustments to reduce costs and raise productivity.

for instance, you might also use ITIL practices to reduce helpdesk site visitors via enforcing self-aid sections in your company's website otherwise you can also use ITIL guidelines to make a decision no matter if some thing is completed in-condo or through a 3rd-birthday celebration.

take into account: ITIL is not a device however fairly a group of premier practices referring to IT provider and lifecycle management.

The historical past of ITIL

earlier than we delve into even if remember to enforce ITIL methodologies, let's step again and look at its roots.

within the Nineteen Eighties, the U.okay.'s govt's crucial Communications and Telecommunications company (CCTA) formulated a set of recommendations that became designed to provide a "functional, no-nonsense framework for selecting, planning, supplying and helping IT services to the company."

ITIL all started as a library which include books that mentioned certain IT carrier administration premier practices, based on suggestions from the CCTA.

After its preliminary publication version 1 of ITIL consisted of more than 30 volumes from 1986 to 1996. In 2000/2001, ITIL version 2 was consolidated into eight sets of books that grouped connected manner guidelines for the quite a lot of facets of IT, namely features, applications and administration. In April of 2001, the CCTA turned into merged into the workplace of government Commerce (OGC).

The OGC introduced ITIL version 3--now widespread as the ITIL 2007 version--in may additionally of 2007. It consisted of 26 tactics and capabilities and contained in 5 core publications:

provider method

provider Design

service Transition

service Operation

continual provider development

In July of 2011, ITIL become up-to-date again. This update offered additional guidance with the definition of formal methods that had been no longer prior to now well-defined, and corrected a considerable number of errors and inconsistencies that had crept in over the years.

At this aspect, the OGC turned into not listed as the proprietor of ITIL, and it changed into consolidated into the cupboard office. The 2011 edition of ITIL is owned by way of the HM executive. As of January 31, 2012, ITIL certification exams have focused on the ITIL 2011 syllabus (the core concepts of ITIL practices for carrier management), rather than that of the ITIL 2007 edition.

The ITIL Qualification Scheme and credit gadget

The ITIL Qualification Scheme makes use of a modular credit score system known as the ITIL credit score equipment. All ITIL and ITIL-linked qualifications within the ITIL credit device are assigned a specific credit value. As those credits are applied, the applicant qualifies to test for a much better degree of certification. There are 5 stages of qualifications within the ITIL Qualification Scheme that encompass right here:

ITIL basis, which rankings candidates with 2 credit, incorporates 40 assorted-option questions. No must haves are required to take this examination. It deals with key aspects, ideas and terminology linked to ITIL service lifecycle management.

ITIL Intermediate stage, which rankings the candidate with 15 or 16 credits, is open to candidates who have already handed the ITIL groundwork exam and have completed an authorized working towards path. The intermediate stage comprises two aspects: provider Lifecycle examinations: service strategy, provider Design, carrier Transition, carrier Operation, and continual service growth as well as carrier potential examinations: Planning protection and Optimization, free up manage and Validation, Operational guide and evaluation, and service choices and Agreements.

ITIL Managing throughout the Lifecycle (MALC), which scores the candidate with 5 credit, requires the candidate to have handed the ITIL foundation examination, along with an extra 15 credit from passing ITIL Intermediate checks, giving them not less than 17 credits with a view to take this exam. this is also the gateway exam to obtain ITIL professional stage.

ITIL professional degree requires the candidate to have accrued 22 credit that have been gained by using passing the ITIL foundation, Intermediate stage and MALC exams.

ITIL master Qualification requires the candidate to already be ITIL skilled-degree qualified. To achieve the ITIL grasp Qualification, candidates need to "clarify and justify how they selected and in my view applied a range of capabilities, concepts, strategies and concepts from ITIL and assisting management strategies, to achieve preferred company effects in a single or greater purposeful assignments."

When a candidate completes a given stage of the ITIL examination, he or she is given the certification and the attributed credits. every level of certification has its own requirements, all of which encompass earning a selected variety of credit.

ITIL Complementary qualifications

fortunately, the ITIL credit score device provides credit for different IT certifications (referred to as ITIL Complementary skills) the applicant has passed, including these:

problem Analyst, an APMG-international qualification teaches candidates a way to steer clear of complications and incidents from going on. This qualification is worth 1.5 credit.

Lean IT, an APMG-overseas qualification, teaches candidates how to create a value-oriented, consumer-centric way of life, whereas removing waste, inflexibility and variability. This qualification contains 0.5 credit.

ISO/IEC 20000, an APMG-foreign certificates, enables groups to show excellence and prove optimum follow in IT management. it is worth 1.5 credits.

service Catalogue is an APMG-foreign certification for people that have already got an ITIL basis certificates. It teaches candidates how to handle demand, submit and song service pricing and value in addition to automate carrier request administration and fulfillment. This qualification is value 1.5 credits.

IT carrier administration basis is an EXIN and Tuev-Sued IT provider management basis in response to ISO/IEC 20000. It makes a speciality of the core principles, practices and procedures of a quality strategy to IT provider administration and is value 1 credit.

licensed process Design Engineer (CPDE), an LCS certification, focuses on the evaluation, design, implementation, integration and administration of IT carrier administration tactics. This qualification is worth 1.5 credits.

BCS professional qualifications in IT service management covers a vast latitude of business practices together with ITIL, COBIT, ISO/IEC 20000 and SFIA/SFIA. Six BCS-ISEB specialist qualifications are available: expert certificate in carrier Desk and Incident administration, expert certificates in change administration, professional certificates in carrier stage management, specialist certificates in enterprise Relationship management, professional certificates in problem administration and expert certificates in employer management. each certificate earns 1.5 credits.

Configuration administration Database - This APMG-overseas certification, teaches candidates a way to determine, manage, record, audit and assess the provider property and CIs of a CMDB, and consists of 1.5 credit.

trade Analyst is a different APMG-foreign qualification that teaches candidates how to check, authorize and manipulate changes inside an IT carrier atmosphere. This qualification earns 1.5 credit.

Sourcing Governance basis (SGF), an APMG-international qualification, teaches the leading ideas of Outsourcing and Sourcing Governance and the way to observe them. This qualification is price 1 credit.

BiSL, an APMG-overseas qualification, makes candidates familiar with a framework that become created to establish a enterprise tips management domain. It also teaches how to actively manipulate, preserve and help the performance of guidance systems. This qualification is price 0.5 credits.

ASL2, an APMG-international qualification, specializes in the most appropriate practices for designing and engaging in positive utility management, including the management, renovation and upgrading of functions. This qualification is price 1 credit.

notice: A highest of six credit from ITIL Complementary qualifications will also be utilized towards the ITIL skilled certification.

The official website of ITIL elements a device called the ITIL credit score Profiler, which helps skills candidates verify the total credit value they have got attained, and gives them with typical assistance on extra certificates they might also want to reap, in response to their selected profession ambitions.

ITIL Certification management Board

ITIL checks are supplied at three ranges: foundation, Practitioner and manager. The certifications themselves are managed through the ITIL Certification administration Board, or ICMB. at the start, the ICMB blanketed representatives from quite a few foreign organizations, including the U.ok. OGC, APMG, the Stationery office (TSO), ITIL Examination Panel and Examination Institutes (EIs).

In 2006, besides the fact that children, the OGC, which owned the ITIL trademark, grew to become over the administration of the ITIL trademark and the accreditation of examination suppliers to the APM group. The APMG then gotten smaller with EXIN, BCS/ISEB, Loyalist Certification functions, PeopleCert community and other certification bodies, accrediting them as the reputable examination bodies.

These authentic agencies are actually in a position to accredit authentic ITIL practicing providers and offer ITIL exams. right here is a listing of authorised ITIL practicing partners as provided by means of the professional ITIL web page.

every authorized certification firm makes use of the same questions, from the equal question bank that became developed by way of the APMG. best accepted practicing companies are allowed to promote, market and/or bring ITIL certification classes to applicants.

accepted working towards businesses and Examination Institutes

There are a couple of permitted working towards groups (ATOs)--people who had been absolutely accredited via an authorized Examination Institute)-- that provide ITIL certification lessons, both online and in adult. A full list of ATOs is provided right here.

moreover, there are lots of examination institutes (EI) which are accepted with the aid of APMG. These examination institutes are allowed to deliver an ITIL examination scheme via certain accredited working towards agencies, and accredited trainers with authorised substances. a list of respectable Examination Institutes (EI) is also offered by way of the reputable ITIL site.

verify Your ITIL expertise on sample exams

in advance of taking any of the ITIL assessments, you should definitely be able to circulate any of the pattern ITIL assessments that are available online. additionally, that you could download a pattern ITIL examination from the legitimate ITIM website in PDF kind.

a list of online ITIL pattern assessments can also be discovered here.

moreover, Android OS and iOS have apps can be found:

Android (free)

iOS ($9.ninety nine)

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Tags businessbusiness issuesManagement subject matters | CareersManagement TopicsIT certificationprofessional developmentITIL foundationITIL Intermediate levelITIL Managing throughout the LifecycleITIL knowledgeable levelITIL master QualificationITIL certificationMALC

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ITIL® Zone Builds imaginitive online courses With PEOPLECERT Accreditation to give ITIL online training and exams | killexams.com Real Questions and Pass4sure dumps

LONDON, April 6, 2016 /PRNewswire/ -- In an imaginitive circulation that may still open the doors to enterprise alternatives for many, ITIL Zone has announced its intent to give a extra seamless journey in ITIL administration working towards for IT specialists and managers. ITIL Zone provides mutual consumers with comprehensive practising and certification in IT management classes at very good value costs, including internationally recognized PEOPLECERT certifications.

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The creative ITIL on-line training offers the benefits of:  - multiple interactions with members via quizzes and MOCK checks - superb summaries and main points in each and every chapter - very nearly 100% success fee in passing certification exam

ITIL Zone makes purchasable its smartly-proven surest follow potential for everybody in want of IT provider management event for those who can not have the funds for costly on-website lessons or who are in want of greater time to soak up the expertise, possibly requiring extremely flexibility and availability.

classes are designed with the aid of IT administration authorities and authorised trainers to support simply, effortlessly and immediately understand the principles of ITIL. ITIL Zone has organized for you a unique online course if you want to bring to gentle the advice on the IT Infrastructure Library and IT provider management in a simple and comprehensible way.

with the intention to meet a variety of requirements of customers, there are a couple of options to choose between, including: - ITIL foundation fundamental, with 60 day access and more than forty interactive quizzes, 6 PDF instructions and a couple of legit MOCK exams - ITIL groundwork Plus, with one hundred twenty day entry and more than 60 interactive quizzes, 6+ PDF instructions, 2 professional MOCK assessments + extra MOCK exam - ITIL foundation Excellence, with everything the groundwork Plus gives, as well as free updates for one year, 10% Lifetime discount for ITIL Zone classes and 1pc of ITIL groundwork on-line examination (PEOPLECERT)

About PEOPLECERT: PEOPLECERT (http://www.peoplecert.org) is a global chief in evaluation and certification of skilled advantage, partnering with multi-countrywide corporations and govt our bodies for the building & beginning of standardized tests. providing checks across one hundred fifty countries and in 25 languages over its state-of-the-paintings assessment technology, PEOPLECERT allows gurus to increase their careers and recognise their existence ambitions.

About ITIL Zone: ITIL Zone (https://itil.zone) is a joint company mission between Digitalchalk.com, a US primarily based enterprise delivering discovering administration portal and ATO experts LTD (http://www.atoexperts.com), a UK-primarily based authorized provider of ITIL courses. This mutual cooperation ensures the present of the premiere e-researching content interior best of the breed LMS platform to assure the individuals will purchase the most significant abilities in a fine person experience, with a advanced appear and consider together with bother-free web proctored exams.

ITIL® is a registered trade mark of AXELOS limited

Contact: Sarah James phone: +44 843 532 39 77 e-mail: email

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ITpreneurs licensed as ITIL(R) authorized practicing corporation with the aid of PEOPLECERT group | killexams.com Real Questions and Pass4sure dumps

ROTTERDAM, NETHERLANDS--(Marketwire - 02/15/11) - ITpreneurs, a leading global issuer of competence building classes within the enviornment of IT most effective practices, announces receipt of certification as an ITIL authorised working towards company (ATO) by using PEOPLECERT group.ITIL is the most widely adopted strategy for IT provider management on this planet. It gives a pragmatic, no-nonsense framework for determining, planning, providing and helping IT features to enterprise.As an authorised courseware issuer, ITpreneurs has fulfilled the PEOPLECERT community's accreditation requirements and is licensed to present the comprehensive portfolio of ITIL v3 programs, together with groundwork, Intermediate (Lifecycle and potential) and MALC (Managing across the Lifecycle).ITpreneurs licenses excessive best practicing substances, offers business expert instructors and organizes full practising logistics from consumption via certification. Our options are used by means of practising and consulting organizations, universities, governmental and industrial organizations for practicing internal and external IT gurus.ITpreneurs develops our studying solutions by way of a team of expert discovering designers who work carefully with area experts. This unique mixture of abilities outcomes in the most imaginitive and instructionally strong ITIL training courses available today.For greater assistance on ITpreneurs ITIL classes, please visit: www.itpreneurs.comAbout ITpreneurs ITpreneurs offers innovative competence development courses for IT most suitable Practices. With knowledge in key domains including ITSM, IT governance, assistance protection, process development, and undertaking administration, ITpreneurs offers suggestions on disparate frameworks and integrated solutions. learn greater about us at www.ITpreneurs.com.About PEOPLECERT GroupWith more than 600,000 certified individuals and 3,000,000 checks so far, PEOPLECERT group offers unbiased certifications that evaluate competence, information and abilities, including globally diagnosed brands such as ITIL, IASCC Lean Six Sigma, ECDL, metropolis & Guilds and CEEL. The business operates worldwide, with 142 personnel and 1,000 acquaintances and offers each paper and web based mostly exams in diverse languages through eight,850 international examination places. For extra information please visit http://www.peoplecert.org/.ITIL® is a Registered change Mark, and Registered neighborhood trade Mark of the workplace of executive Commerce, and is Registered in the U.S. Patent and Trademark workplace.


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ITIL 2011 Foundation

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10 Ways Adopting ITIL Can Help IT Support | killexams.com real questions and Pass4sure dumps

ITIL best practices for IT service management can transform the way your business and helpdesk operations function, and help you deliver a consistently great user experience (UX) to customers.

PCMag reviews products independently, but we may earn affiliate commissions from buying links on this page. Terms of use.

ITIL is an invaluable resource for your company’s helpdesk or IT service desk operations. Regardless of the technology your business has implemented or the platforms you’ve invested in, the ITIL library is a universal, tried-and-tested way to align your IT Service Management (ITSM) strategy with your organizational goals, in use around the world in corporations and institutions from Microsoft and IBM to Disney and NASA.

In general, helpdesk systems are either built to focus on ITIL or they avoid it entirely and opt for a different set of practices. Typically, ITIL helpdesk products are aimed at the IT service desks that support larger enterprises, while those that avoid the standard tend to offer more intuitive, if less feature-rich, user interfaces aimed at companies seeking to support customers rather than employees. In PCMag's review of helpdesk solutions, Vivantio Pro is our current Editors' Choice winner among products that adhere to ITIL.

The ITIL set of IT best practices has been around since the 1980s, evolving along with modern business needs to keep the focus on one core concept: what’s best for the customer. ITIL is currently owned, licensed, and managed by AXELOS, a joint venture company created by the U.K. government in partnership with professional services firm Capita to oversee a number of formerly government-run best practices. PCMag spoke to Akshay Anand, ITSM Product Development Manager at AXELOS, about what ITIL is, how it differs from ITSM, and how adopting the best practices can transform how your IT organization functions and how it provides service to customers.


Is ITIL redundant in the cloud? | killexams.com real questions and Pass4sure dumps

ITIL is said to be the planet’s most widely adopted approach for IT service management. Originating as a set of books drawn up by the UK’s Office of Government Commerce to oversee ‘organisational effectiveness’, ITIL has always set out to provide qualitative and quantitative measurement of technology services provided at an infrastructural level.

But with cloud computing now shouldering the application and data storage needs of so many firm’s IT infrastructure, new questions are naturally thrown up. Has the ITIL standard outgrown its roots for the average company, so that now it should be applied to cloud hosting providers first and foremost? Should IT service providers still conform to ITIL and provide evidence that any cloud services they buy in also adhere to the same levels of functionality? Just where exactly do we start?

The official ITIL website defines its approach as, “A practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business.” But more than this, ITIL advocates that IT services should underpin core business processes to facilitate business change, transformation and growth. The problem today is, with this ‘underpinning power’ being increasingly supplied from the cloud, how do we now agree who owns the responsibility for ITIL compliancy?

Kevin Parker, VP and chief evangelist with application release management specialist Serena Software suggests that ITIL acts as a foundation for managing the delivery of services to end-users; and this is a situation that does not change if the services are delivered from the cloud, even if the customer sees less of the back-end infrastructure.

"For cloud service providers, there are two aspects here. Firstly at a basic level, following ITIL can help them be more efficient in delivering services to customers. Second and more crucially, the question arises as to whether they choose to use ITIL as a marketing tool; branding their services as compliant with ITIL best practices to demonstrate to customers that they are efficient organisations that can help meet their needs, says Parker. " ITIL is widely known and understood in both the public and private sectors, so this step could help convince customers to move their applications over to the cloud," he adds.


What is ITIL? Your guide to the IT Infrastructure Library | killexams.com real questions and Pass4sure dumps

What is ITIL?

The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of best practices for delivering IT services. ITIL has gone through several revisions in its history and currently comprises five books, each covering various processes and stages of the IT service lifecycle. ITIL’s systematic approach to IT service management can help businesses manage risk, strengthen customer relations, establish cost-effective practices, and build a stable IT environment that allows for growth, scale and change.

Developed by the British government's Central Computer and Telecommunications Agency (CCTA) during the 1980s, the ITIL first consisted of more than 30 books, developed and released over time, that codified best practices in information technology accumulated from many sources (including vendors' best practices) around the world. IBM, for example, says that its four-volume series on systems-management concepts, A Management System for Information Systems, known as the Yellow Books, provided vital input into the original ITIL books.

In April 2001, CCTA, along with several other agencies, were rolled into the Office of Government Commerce (OGC), which is now known as the Cabinet Office. The OGC adopted the project as part of its mission to work with the U.K. public sector as a catalyst to achieve efficiency, value for money in commercial activities, and improved success in the delivery of programs and projects.

The goal wasn't to create a proprietary product that could be commercialized; rather, it was to gather best practices that could assist with what the government recognized was an increasing dependence within the government on IT combined with a painful lack of standard procedures that were increasing costs and allowing errors to perpetuate. It quickly became apparent that distributing these best practices would profit both public and private-sector organizations.

Over the years, ITIL's credibility and utility became recognized, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 Service Management standard, the first international standard for IT service management; it is based on British standard BS15000.

Since 2013, ITIL is owned by Axelos — a joint venture between the Cabinet Office and Capita. Axelos gives businesses the license to use the ITIL framework, while managing updates and process changes. However, to use ITIL internally, organizations do not need a license. ITIL v3 was released in 2011, under the Cabinet Office, bringing updates to the 2007 version published under OGC.

In 2018, Axelos announced ITIL 4 – a major overhaul to the entire framework and the biggest change since ITIL v3 was published in 2007. ITIL 4, which started rolling out in Q1 of 2019, offers a more agile, flexible and customizable version of ITIL that is updated for modern businesses. The latest version encourages less siloes, more collaboration, communication across the entire business and integrating agile and DevOps into ITSM strategies.

What's in the ITIL?

The ITIL has gone through several revisions in its history. The original 30 books of the ITIL were first condensed in 2000 (when ITIL V2 was launched) to seven books, each wrapped around a facet of IT management. Later, the ITIL Refresh Project in 2007 consolidated the ITIL to five volumes consisting of 26 process and functions – this is referred to as the ITIL 2007 edition. In 2011, another update — dubbed ITIL 2011 — was published under the Cabinet Office. The five volumes remained, and ITIL 2007 and ITIL 2011 remained similar.

ITIL 4, which was released in 2019, maintains the same focus on automating processes, improving service management and integrating the IT department into the business. However, it also updates the framework to accommodate and answer to modern technology, tools and software. Since ITIL’s last update, the IT department has grown to become integral to every business and the new framework accommodates this by being more agile, flexible and collaborative.

ITIL 4 contains nine guiding principles that were adopted from the most recent ITIL Practitioner Exam, which covers organizational change management, communication and measurement and metrics. These principles include:

  • Focus on value
  • Design for experience
  • Start where you are
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it simple
  • The newest version of ITIL focuses on company culture and integrating IT into the overall business structure. It encourages collaboration between IT and other departments, especially as other business units increasingly rely on technology to get work done. ITIL 4 also emphasizes customer feedback, since it’s easier than ever for businesses to understand their public perception, customer satisfaction and dissatisfaction.

    For more information on the benefits of the latest version of ITIL, see “ITIL 4: ITSM gets agile.”

    How do I put ITIL into practice?

    ITIL is a collection of e-books, but merely going on a reading binge won't improve your IT operations. First, you have to wrap your brain around the concepts and then get staff buy-in. Getting some IT personnel to adopt new procedures can be like herding cats, but there are tools that can help.

    Along with the ITIL comes a whole suite of consulting, training and certification services. From the early 1990s, certifications were administered by two independent bodies: EXIN and ISEB, depending on your location. The two bodies formed an alliance at the end of 2006 to further IT service management.

    Since 2014, Axelos is the owner of the ITIL personnel certification and exams are administered by Accredited Training Organizations (ATOs). Accreditations are administered by Strategic Examination Institutes (EIs). EIs need to be accredited directly by Axelos in order to offer accreditation to ATOs.

    Before implementing ITIL at your organizations, there are several questions you should answer, such as what problems your organization is trying to solve and what is your route to continual service improvement.

    For a deeper look at putting ITIL into practice, see "7 questions to ask before implementing ITIL" and "How to get started with ITIL."

    What is ITIL certification and is it worth it?

    The ITIL v3 certification scheme previously consisted of five levels: Foundation, Practitioner, Intermediate, Expert and Master. Each level required a stronger depth of knowledge and understanding of ITIL. The certification scheme under ITIL 4 has been streamlined to include the ITIL Foundation and the ITIL Master exams. The ITIL Foundation exam has two paths, ITIL Managing Professional (MP) or ITIL Strategic Leader (SL), which each have their own modules and exams.

    The ITIL Managing Professional (MP) exam is designed for IT practitioners who are involved with technology and digital teams throughout the organization, not just in the IT department. This path will teach professionals everything they need to know about running successful IT projects, teams and workflows.

    Modules include:

  • ITIL Specialist – Create, Deliver and Support
  • ITIL Specialist – Drive Stakeholder Value
  • ITIL Specialist – High Velocity IT
  • ITIL Strategist – Direct, Plan & Improve
  • The ITIL Strategic Leader (SL) exam is designed for those who deal with “all digitally enabled services,” and not just those that fall under IT operations. This path focuses on how technology directs business strategy and how IT plays into that.

    Modules include:

  • ITIL Strategist – Direct, Plan & Improve
  • ITIL Leader – Digital & IT Strategy
  • Both paths can lead to the ITIL Master exam, which is the highest level of certification you can achieve with ITIL 4.

    For those already in the middle of working towards a ITIL v3 certifications, credits will transfer over to the new certifications. Axelos recommends that all ITIL certification candidates continue the path towards ITIL master.

    For in-depth analysis of ITIL certification, see "What ITIL certifications mean to your IT management practices."

    How can ITIL improve my company's business performance?

    A well-run IT organization that manages risk and keeps the infrastructure humming not only saves money, but it also allows the business people to do their jobs more effectively. For example, brokerage firm Pershing reduced its incident response time by 50 percent in the first year after restructuring its service desk according to ITIL guidelines, allowing users with problems to get back to work much more quickly.

    ITIL provides a systematic and professional approach to the management of IT service provision, and offers the following benefits:

  • reduced IT costs
  • improved IT services through the use of proven best practice processes
  • improved customer satisfaction through a more professional approach to service delivery
  • standards and guidance
  • improved productivity
  • improved use of skills and experience
  • improved delivery of third-party services through the specification of ITIL or BS15000 as the standard for service delivery in services procurements
  • According to Axelos, ITIL can also help businesses improve services by:

  • helping businesses manage risk, disruption and failure
  • strengthening customer relations by “delivering efficient services that meet their needs”
  • establishing cost-effective practices
  • building a stable environment that still allows for growth, scale and change.
  • For a deeper look at how to get the most from ITIL, see "5 steps to successful ITIL adoption."

    What will ITIL cost?

    Getting started involves the purchase of the ITIL either as hardcopy, PDF, ePub or through an online subscription directly from Axelos. Then there's the cost of training, which fluctuates each year. The course leading to the initial Foundation Certificate typically runs for two days, and courses leading to higher certifications can be a week or more.

    Add to that the inevitable cost of re-engineering some processes to comply with ITIL guidelines, and adjustment of help desk or other software to capture the information you need for tracking and generating metrics.

    There is, by the way, no such thing as "ITIL-compliant" software; the ITIL is a framework, not a standard. Some help desk and management software has been engineered with ITIL practices in mind, however, and so will lend themselves better to teams working within the framework.

    Examples of software and services designed with ITIL and ITSM in mind include:

  • Samange: Offers service desk automation with the ITIL framework in mind
  • InvGate Service Desk: A web-based ITIL-ready service that boasts a user-friendly interface
  • ManageEngine ServiceDesk Plus: Web-based help desk and asset management software that is available in an ITIL edition
  • Vision Helpdesk: A multifunction service desk solution with ITIL integration
  • How long will an ITIL project take?

    ITIL is not a "project"; it's an ongoing journey to improve IT service management. Best practices have to be baked into everything, and they have to evolve as the enterprise evolves. With IT staff buy-in, changes can begin once staff are trained, and some results should be apparent within weeks or months. Process changes do take time, however, as entrenched bad practices are rooted out and modified (and, potentially, staff changes occur), but many companies have reported substantial savings after their first year.

    To get a better idea of what it will take to adopt and implement ITIL, you can browse through case studies on the Axelos website. Recent case studies include companies like Sony and Disney — two companies with massive IT operations to manage.

    What savings can I expect?

    Corporations and public sector organizations that have successfully implemented ITIL best practices report huge savings.

    For example, in its Benefits of ITIL paper, Pink Elephant reports that Procter and Gamble saved about $500 million over four years by reducing help desk calls and improving operating procedures. Nationwide Insurance achieved a 40 percent reduction in system outages and estimates a $4.3 million ROI over three years, and Capital One reduced its "business critical" incidents by 92 percent over two years. After three years of ITIL implementation, forest products company MeadWestvaco claimed to have eliminated more than $100,000 annually in IT maintenance contracts and recognized a 10 percent gain in operational stability thanks to ITIL.

    Without buy-in and cooperation from IT staff, however, any implementation is bound to fail. Bringing best practices into an organization is as much a PR job as it is a technical exercise.

    Other criticisms include the fact that it’s impossible to plan for every failure, event or incident so it’s not an exact science. In reality, you won’t know the exact ROI on ITIL until you implement it within your organization and use it effectively. Ultimately, since ITIL is a framework, it can only be as successful as corporate buy-in allows. Embracing certifications, training and investing in the shift will help increase the chances of success and savings.

    Copyright © 2019 IDG Communications, Inc.



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    ISEB [24 Certification Exam(s) ]
    Isilon [4 Certification Exam(s) ]
    ISM [6 Certification Exam(s) ]
    iSQI [7 Certification Exam(s) ]
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    LPI [24 Certification Exam(s) ]
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    Magento [3 Certification Exam(s) ]
    Maintenance [2 Certification Exam(s) ]
    McAfee [8 Certification Exam(s) ]
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    Medical [68 Certification Exam(s) ]
    Microsoft [375 Certification Exam(s) ]
    Mile2 [3 Certification Exam(s) ]
    Military [1 Certification Exam(s) ]
    Misc [1 Certification Exam(s) ]
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    mySQL [4 Certification Exam(s) ]
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    NCEES [2 Certification Exam(s) ]
    NCIDQ [1 Certification Exam(s) ]
    NCLEX [3 Certification Exam(s) ]
    Network-General [12 Certification Exam(s) ]
    NetworkAppliance [39 Certification Exam(s) ]
    NI [1 Certification Exam(s) ]
    NIELIT [1 Certification Exam(s) ]
    Nokia [6 Certification Exam(s) ]
    Nortel [130 Certification Exam(s) ]
    Novell [37 Certification Exam(s) ]
    OMG [10 Certification Exam(s) ]
    Oracle [282 Certification Exam(s) ]
    P&C [2 Certification Exam(s) ]
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    Pegasystems [12 Certification Exam(s) ]
    PEOPLECERT [4 Certification Exam(s) ]
    PMI [15 Certification Exam(s) ]
    Polycom [2 Certification Exam(s) ]
    PostgreSQL-CE [1 Certification Exam(s) ]
    Prince2 [6 Certification Exam(s) ]
    PRMIA [1 Certification Exam(s) ]
    PsychCorp [1 Certification Exam(s) ]
    PTCB [2 Certification Exam(s) ]
    QAI [1 Certification Exam(s) ]
    QlikView [1 Certification Exam(s) ]
    Quality-Assurance [7 Certification Exam(s) ]
    RACC [1 Certification Exam(s) ]
    Real Estate [1 Certification Exam(s) ]
    Real-Estate [1 Certification Exam(s) ]
    RedHat [8 Certification Exam(s) ]
    RES [5 Certification Exam(s) ]
    Riverbed [8 Certification Exam(s) ]
    RSA [15 Certification Exam(s) ]
    Sair [8 Certification Exam(s) ]
    Salesforce [5 Certification Exam(s) ]
    SANS [1 Certification Exam(s) ]
    SAP [98 Certification Exam(s) ]
    SASInstitute [15 Certification Exam(s) ]
    SAT [1 Certification Exam(s) ]
    SCO [10 Certification Exam(s) ]
    SCP [6 Certification Exam(s) ]
    SDI [3 Certification Exam(s) ]
    See-Beyond [1 Certification Exam(s) ]
    Siemens [1 Certification Exam(s) ]
    Snia [7 Certification Exam(s) ]
    SOA [15 Certification Exam(s) ]
    Social-Work-Board [4 Certification Exam(s) ]
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    SUN [63 Certification Exam(s) ]
    SUSE [1 Certification Exam(s) ]
    Sybase [17 Certification Exam(s) ]
    Symantec [135 Certification Exam(s) ]
    Teacher-Certification [4 Certification Exam(s) ]
    The-Open-Group [8 Certification Exam(s) ]
    TIA [3 Certification Exam(s) ]
    Tibco [18 Certification Exam(s) ]
    Trainers [3 Certification Exam(s) ]
    Trend [1 Certification Exam(s) ]
    TruSecure [1 Certification Exam(s) ]
    USMLE [1 Certification Exam(s) ]
    VCE [6 Certification Exam(s) ]
    Veeam [2 Certification Exam(s) ]
    Veritas [33 Certification Exam(s) ]
    Vmware [58 Certification Exam(s) ]
    Wonderlic [2 Certification Exam(s) ]
    Worldatwork [2 Certification Exam(s) ]
    XML-Master [3 Certification Exam(s) ]
    Zend [6 Certification Exam(s) ]





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    PEOPLECERT 150-230 Exam (ITIL 2011 Foundation) Detailed Information



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