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BH0-006 - ITIL V3 Foundation Certificate in IT Service Management - Dump Information

Vendor : ISEB
Exam Code : BH0-006
Exam Name : ITIL V3 Foundation Certificate in IT Service Management
Questions and Answers : 418 Q & A
Updated On : February 21, 2019
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BH0-006 Questions and Answers

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BH0-006 ITIL V3 Foundation Certificate in IT Service Management

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BH0-006 exam Dumps Source : ITIL V3 Foundation Certificate in IT Service Management

Test Code : BH0-006
Test Name : ITIL V3 Foundation Certificate in IT Service Management
Vendor Name : ISEB
Q&A : 418 Real Questions

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ISEB ITIL V3 Foundation Certificate

what's ITIL? Your e book to the IT Infrastructure Library | killexams.com Real Questions and Pass4sure dumps

what's ITIL?

The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of premiere practices for providing IT capabilities. ITIL has gone through a few revisions in its heritage and at the moment contains five books, each and every overlaying a lot of procedures and stages of the IT provider lifecycle. ITIL’s systematic strategy to IT service management can aid agencies control risk, make stronger consumer relations, establish competitively priced practices, and build a strong IT atmosphere that makes it possible for for growth, scale and alter.

Developed via the British govt's imperative laptop and Telecommunications company (CCTA) all the way through the Nineteen Eighties, the ITIL first consisted of more than 30 books, developed and released over time, that codified most suitable practices in information know-how gathered from many sources (including carriers' ideal practices) everywhere. IBM, for instance, says that its 4-quantity sequence on methods-administration concepts, A management equipment for advice methods, normal as the Yellow Books, supplied vital enter into the customary ITIL books.

In April 2001, CCTA, along with a few different agencies, had been rolled into the workplace of government Commerce (OGC), which is now regularly occurring because the cabinet workplace. The OGC adopted the project as part of its mission to work with the U.ok. public sector as a catalyst to achieve efficiency, value for cash in industrial actions, and stronger success in the delivery of programs and initiatives.

The intention wasn't to create a proprietary product that may well be commercialized; fairly, it become to acquire foremost practices that could support with what the government identified changed into an expanding dependence inside the executive on IT combined with a painful lack of ordinary methods that had been increasing charges and enabling mistakes to perpetuate. It without delay became obvious that distributing these optimal practices would earnings each public and private-sector companies.

through the years, ITIL's credibility and utility grew to be recognized, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 carrier administration normal, the first foreign commonplace for IT carrier administration; it is in line with British usual BS15000.

considering the fact that 2013, ITIL is owned with the aid of Axelos — a joint venture between the cabinet office and Capita. Axelos offers corporations the license to use the ITIL framework, whereas managing updates and manner adjustments. however, to make use of ITIL internally, groups shouldn't have a license. ITIL v3 become launched in 2011, below the cabinet office, bringing updates to the 2007 edition posted under OGC.

In 2018, Axelos introduced ITIL 4 – a tremendous overhaul to the total framework and the greatest alternate considering that ITIL v3 was posted in 2007. ITIL 4, which started rolling out in Q1 of 2019, presents a greater agile, bendy and customizable edition of ITIL it really is up-to-date for contemporary organizations. The latest edition encourages less siloes, more collaboration, conversation across the total enterprise and integrating agile and DevOps into ITSM strategies.

What's within the ITIL?

The ITIL has passed through a few revisions in its historical past. The common 30 books of the ITIL have been first condensed in 2000 (when ITIL V2 turned into launched) to seven books, every wrapped around a side of IT administration. Later, the ITIL Refresh venture in 2007 consolidated the ITIL to 5 volumes such as 26 technique and capabilities – here's noted because the ITIL 2007 version. In 2011, one more update — dubbed ITIL 2011 — turned into published beneath the cabinet workplace. The five volumes remained, and ITIL 2007 and ITIL 2011 remained equivalent.

ITIL four, which become released in 2019, maintains the identical focus on automating techniques, enhancing carrier management and integrating the IT department into the business. besides the fact that children, it also updates the framework to accommodate and reply to up to date expertise, equipment and software. given that ITIL’s remaining replace, the IT department has grown to turn into crucial to every business and the brand new framework contains this by way of being extra agile, bendy and collaborative.

ITIL 4 contains nine guiding principles that were adopted from essentially the most fresh ITIL Practitioner exam, which covers organizational exchange administration, communique and measurement and metrics. These concepts encompass:

  • center of attention on cost
  • Design for adventure
  • birth where you are
  • Work holistically
  • development iteratively
  • observe directly
  • Be transparent
  • Collaborate
  • hold it fundamental
  • The most recent version of ITIL focuses on enterprise way of life and integrating IT into the usual business structure. It encourages collaboration between IT and other departments, above all as different company contraptions more and more count on expertise to get work achieved. ITIL 4 also emphasizes client remarks, for the reason that it’s easier than ever for businesses to take note their public perception, consumer delight and dissatisfaction.

    For extra counsel on the benefits of the newest edition of ITIL, see “ITIL four: ITSM receives agile.”

    How do I put ITIL into follow?

    ITIL is a group of e-books, however in simple terms happening a studying binge won't increase your IT operations. First, you have to wrap your mind around the ideas and then get body of workers buy-in. Getting some IT personnel to adopt new procedures can also be like herding cats, however there are equipment that may help.

    together with the ITIL comes a whole suite of consulting, practising and certification services. From the early 1990s, certifications had been administered by means of two unbiased our bodies: EXIN and ISEB, counting on your place. the two bodies shaped an alliance on the conclusion of 2006 to extra IT provider management.

    seeing that 2014, Axelos is the proprietor of the ITIL personnel certification and exams are administered by way of authorised practicing groups (ATOs). Accreditations are administered through Strategic Examination Institutes (EIs). EIs should be accepted without delay by means of Axelos so as to offer accreditation to ATOs.

    earlier than enforcing ITIL at your agencies, there are a number of questions be sure to answer, comparable to what issues your firm is attempting to clear up and what's your route to chronic provider improvement.

    For a deeper examine placing ITIL into follow, see "7 questions to ask earlier than implementing ITIL" and "the way to get began with ITIL."

    what's ITIL certification and is it value it?

    The ITIL v3 certification scheme in the past consisted of five stages: foundation, Practitioner, Intermediate, expert and master. every degree required a more robust depth of potential and understanding of ITIL. The certification scheme below ITIL 4 has been streamlined to include the ITIL basis and the ITIL grasp exams. The ITIL groundwork exam has two paths, ITIL Managing skilled (MP) or ITIL Strategic leader (SL), which every have their personal modules and checks.

    The ITIL Managing professional (MP) examination is designed for IT practitioners who're involved with technology and digital teams all through the organization, now not just in the IT branch. This route will train specialists everything they deserve to learn about operating a hit IT initiatives, groups and workflows.

    Modules encompass:

  • ITIL professional – Create, bring and help
  • ITIL expert – power Stakeholder value
  • ITIL professional – excessive pace IT
  • ITIL Strategist – Direct, Plan & improve
  • The ITIL Strategic leader (SL) examination is designed for those that cope with “all digitally enabled services,” and not simply people who fall under IT operations. This direction specializes in how know-how directs company method and how IT performs into that.

    Modules include:

  • ITIL Strategist – Direct, Plan & improve
  • ITIL chief – Digital & IT method
  • both paths can cause the ITIL grasp exam, which is the optimum level of certification that you could obtain with ITIL 4.

    For these already in the middle of working towards a ITIL v3 certifications, credits will transfer over to the brand new certifications. Axelos recommends that all ITIL certification candidates continue the direction in opposition t ITIL grasp.

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

    How can ITIL improve my business's business performance?

    A well-run IT company that manages chance and continues the infrastructure buzzing now not handiest saves money, nevertheless it additionally allows the company people to do their jobs greater easily. as an example, brokerage firm Pershing reduced its incident response time via 50 p.c within the first yr after restructuring its provider desk in response to ITIL instructions, allowing clients with problems to get returned to work lots extra immediately.

    ITIL offers a systematic and knowledgeable strategy to the administration of IT provider provision, and offers right here advantages:

  • decreased IT expenses
  • greater IT features through the use of confirmed optimum apply techniques
  • more advantageous customer pride through a greater skilled strategy to provider delivery
  • standards and tips
  • superior productiveness
  • greater use of skills and journey
  • better start of third-birthday celebration functions in the course of the specification of ITIL or BS15000 as the typical for carrier start in functions procurements
  • in accordance with Axelos, ITIL can also aid corporations improve functions by way of:

  • assisting groups control risk, disruption and failure
  • strengthening customer family members by using “offering effective functions that meet their needs”
  • setting up cost effective practices
  • constructing a good environment that still makes it possible for for increase, scale and change.
  • For a deeper look at the way to get essentially the most from ITIL, see "5 steps to a success ITIL adoption."

    what will ITIL can charge?

    Getting started includes the purchase of the ITIL either as hardcopy, PDF, ePub or through an online subscription without delay from Axelos. Then there may be the can charge of training, which fluctuates every year. The direction resulting in the preliminary groundwork certificates typically runs for 2 days, and classes resulting in larger certifications can also be per week or greater.

    Add to that the inevitable cost of re-engineering some procedures to agree to ITIL guidelines, and adjustment of assist desk or different utility to catch the information you need for tracking and generating metrics.

    there is, incidentally, no such element as "ITIL-compliant" utility; the ITIL is a framework, not a common. Some help desk and management application has been engineered with ITIL practices in intellect, however, and so will lend themselves more advantageous to groups working within the framework.

    Examples of software and features designed with ITIL and ITSM in mind encompass:

  • Samange: presents service desk automation with the ITIL framework in intellect
  • InvGate carrier Desk: an internet-primarily based ITIL-able service that boasts a consumer-pleasant interface
  • ManageEngine ServiceDesk Plus: web-based mostly aid desk and asset management application it truly is available in an ITIL edition
  • imaginative and prescient Helpdesk: A multifunction service desk solution with ITIL integration
  • How lengthy will an ITIL task take?

    ITIL isn't a "assignment"; it be an ongoing event to increase IT provider administration. top-rated practices have to be baked into every thing, and they ought to evolve as the business evolves. With IT body of workers buy-in, changes can start once team of workers are proficient, and some effects may still be apparent within weeks or months. process changes do take time, however, as entrenched unhealthy practices are rooted out and modified (and, probably, body of workers alterations happen), however many businesses have mentioned immense rate reductions after their first 12 months.

    To get an improved theory of what it is going to take to adopt and put into effect ITIL, you could flick thru case stories on the Axelos web page. recent case stories consist of businesses like Sony and Disney — two groups with massive IT operations to manage.

    What reductions am i able to expect?

    firms and public sector corporations that have correctly carried out ITIL top of the line practices document massive reductions.

    as an example, in its advantages of ITIL paper, purple Elephant studies that Procter and Gamble saved about $500 million over 4 years via reducing assist desk calls and enhancing working strategies. Nationwide assurance completed a 40 % reduction in equipment outages and estimates a $4.three million ROI over three years, and Capital One reduced its "business essential" incidents by way of 92 percent over two years. After three years of ITIL implementation, forest items business MeadWestvaco claimed to have eliminated more than $a hundred,000 annually in IT protection contracts and recognized a ten p.c gain in operational balance thanks to ITIL.

    with out buy-in and cooperation from IT team of workers, youngsters, any implementation is bound to fail. Bringing highest quality practices into an organization is as a lot a PR job as it is a technical pastime.

    other criticisms include the fact that it’s inconceivable to devise for every failure, event or incident so it’s no longer an actual science. truly, you won’t understand the exact ROI on ITIL except you enforce it within your company and use it quite simply. in the end, considering ITIL is a framework, it might handiest be as a success as corporate purchase-in permits. Embracing certifications, practicing and investing within the shift will assist boost the possibilities of success and discounts.


    research and Markets: ITIL V3 Lifecycle - service approach (SS) Certification practising - ITIL online Self-Paced training and Certification | killexams.com Real Questions and Pass4sure dumps

    DUBLIN--(enterprise WIRE)--analysis and Markets (http://www.researchandmarkets.com/research/b5aba3/itil_v3_lifecycle) has introduced the addition of the "ITIL V3 Lifecycle - service method (SS) Certification training" practicing to their providing.

    ITIL online Self-Paced working towards and Certification

    ITIL eTrainer is the trade's first on-line training answer that delivers on demand, self-paced foundation through professional ITIL certification training direct to your pc. This bendy online practising solution gives you the price of the classroom journey (lectures, courseware, mentoring, and exams) devoid of the problems (scheduling, time) and expense (teacher, travel) of the school room venue. through its on-line LinkedIn assist community, My itSM Mentoring neighborhood, ITIL eTrainer offers further value with the aid of presenting ITIL professional mentoring and counsel before, all over, and after the training takes region.

    each self-paced class comprises:

  • individual or position-based Licenses: gives college students the choice to purchase their certifications one type at a time, or as a part of a reduced, role-primarily based cost bundle.
  • online Prerecorded Video Lectures: allows students to handle their own working towards schedule and venue (domestic, workplace, or practising center).
  • on-line student Courseware: allows college students to evaluation the courseware on-line and print out one local replica that they could add to their ITSM expert construction library.
  • on-line exam services: permits students to purchase exam vouchers online along with identifying the proctoring formula (online the usage of an internet cam proctor or at a CSME checking out middle) that ideal meets their needs. Passing score for each examination is 70% and Certification is through CSME
  • online Mentoring features: through our online assist group, My itSM Mentoring community, college students can connect with ITIL expert Mentors (and different students) to acquire the advice they may need when preparing for the examination, together with the continuing useful suggestions they will want when applying ITSM optimum practices in a true world environment.
  • Reactivation Lifeline: If for any rationale the pupil is pulled away for business or very own motives after activating a class license, the pupil can request a one-time, no-can charge, 15-day extension for that classification.
  • classification Extensions: makes it possible for students to purchase a budget friendly, 15-day extension for a class when they've already consumed their no-cost reactivation lifeline.
  • PDU credit: permits students to acquire PDU credits that can also be utilized to preserving one's PMI/PMP popularity.
  • non-compulsory application management and Reporting capabilities: ITSM options will video display, manage, and report on scholar development all the way through the complete working towards program.
  • ITIL V3 Lifecycle - provider method (SS)

    This qualification gives a complete overview of provider approach, including all its connected actions:

    a way to design, advance, and put in force service management no longer only as an organizational capability, however also as a strategic asset.

    Candidates can predict to profit talents in the following upon a hit completion of the training and examination add-ons involving this certification:

  • service method principles
  • Defining functions and market spaces
  • Conducting Strategic Assessments
  • financial administration
  • service Portfolio administration
  • Managing demand
  • using approach through the service Lifecycle
  • figuring out crucial Success components and risks
  • The software comes with 5 hours of teacher-led video presentations, online scholar workbook, apply checks, and membership in the LinkedIn community, My itSM Mentoring group. college students may still additionally buy and read a copy of the service method OGC book.

    Prerequisite: IT V3 groundwork or V2 basis plus Bridge certificates will likely be presented as documentary evidence to sit for the examination.

    target audience: Executives, managers, supervisory personnel, team leaders, architects, planners, and any individual that is worried in the method activities inside the carrier Lifecycle.

    credits Earned

  • three ITIL skilled credits
  • 22 PDU credits
  • For greater advice visit http://www.researchandmarkets.com/research/b5aba3/itil_v3_lifecycle


    ITIL skills board to soak up problem of V3 certification | killexams.com Real Questions and Pass4sure dumps

    A yr ago this month, the information technology Infrastructure Library (ITIL) got here out with ITIL V3, touted as...

    the primary tremendous revamp of the British-born gadget of IT most excellent practices in seven years. The 5-quantity set, slimmed down from 10 books, aimed to replicate the evolution of IT from marginal business player to the beating coronary heart of most 21st-century enterprises.

    while V3 turned into rolled out with the fanfare of an international collection parade, the certification lessons for the new version had been not in a position. IT trainers and college students have made do with an ITIL V3 basis route (already revised as soon as) and quite a lot of "bridge" lessons to fill in gaps for americans who already have V2 practising.

    "The market was a little at a loss for words via that," stated George Spalding, co-author of the fifth publication of within the V3 sequence and vice chairman, global routine, at crimson Elephant, an IT features practicing provider in Burlington, Ontario.

    When the ITIL skills board meets nowadays in England, Spalding and others are hopeful that "a whole slew of the issues which are questions nowadays may be answered."

    The V3 pyramid, in concept and practice

    The board's delay is due partially to the formidable aims of the new ITIL edition. in addition to updating the content material of the ITIL library, the governing physique of ITIL is determined to professionalize the procedure of certification, Spalding pointed out. in contrast to the practising offered for V2, as an instance, the V3 classes can be primarily based, for the primary time, on credit. in addition, all ITIL working towards businesses may be required to make use of the identical checks to certify candidates, one other departure from the past.

    In V2, there have been certifications for less than two of the 10 ITIL books, "so all of the different books have been simply great books," Spalding mentioned. a part of the purpose this time turned into to have the certifications for V3 span the 5 books of the library. "We need americans to be extra commonly educated in the ITIL library," he stated.

    alterations like these are intricate to enact, however certainly so in an incestuous political constitution like ITIL's, which is headed by means of the workplace of executive Commerce, the uk company that owns the copyright to ITIL, and includes the ITIL accrediting and practising groups that stand to make (or lose cash) within the wake of an enormous revision.

    The theoretical view of what the brand new V3 certification constitution should be, Spalding noted, begins with the basis layer, followed with the aid of a middle layer of carrier skill and repair lifecycle modules.

    The V3 foundation layer is coated in a 2.5-day course. contributors take a 40-question assorted option examination and want to earn a sixty five% to circulate. to this point, Spalding estimates that more than 3,000 americans global have earned the V3 foundation certificate. The regular circulate price for this course is 88%. V2 basis certificate holders can improve to a V3 certificates through taking the one-day V3 foundation Bridge path.

    The ITIL provider capacity modules will exchange the 4 "ITIL practitioner" classes in V2: unencumber and manage, aid and restoration, Agree and define and Plan and improve. the brand new lessons, in ultimate evaluation, will handle every system in V3, in addition to cover the fabric within the old version, albeit from a "technique-centric view," Spalding observed. The tactics should be "clustered" in 4 categories: Operational guide and analysis; Planning, coverage and Optimization; liberate, control and Validation; and service choices and Agreements. These are 5-day courses, 30 hours per cluster. The 90-minute exam requires 80% to circulate. Many americans might decide to master the cluster of strategies most beneficial to them, in place of taking all 4 courses.

    the brand new ITIL carrier Lifecycle modules consist of a route for every of the five books within the V3 library: carrier approach, carrier Design, provider Transition, provider Operation and chronic carrier improvement. The syllabus and tests are in the remaining evaluate section; these are 4-day courses, with a ninety-minute examination, requiring eighty% to circulate.

    After the middle layer of training there will be a "capstone path," referred to as Managing throughout the Lifecycle. this deposit in the pyramid of training makes bound that no be counted the way it gurus get through the first two layers -- and there are a few alternatives – they complete a 5-day route dealing strictly with V3, Spalding pointed out, and have amassed a complete of 22 credits. The capstone is a 5-day course, additionally in review, that may be subject matter-based mostly (planning and implementation, tasks, framework integration, risk management and so forth) and require both lifecycle or capability certification as a prerequisite, or a total of 17 credit.

    "should you move the magic verify after taking the Managing throughout the Lifecycle practising, you develop into an ITIL skilled."

    George Spalding, writer and vice chairman, global movements, pink Elephant

    "in the event you move the magic look at various after taking the Managing throughout the Lifecycle training, you turn into an ITIL skilled," Spalding spoke of.

    V2 groundwork certificate holders can also reach this level via earning a certain quantity of credits as well as taking the aforementioned 5-day "supervisor Bridge" classes.

    there are such a lot of nuances and suggestions for achieving the capstone layer -- for example, no overlapping classes -- that Spalding said he expects the ITIL skills body will advance an internet website that enables IT individuals to instantly plot a method to the proper, by using clicking a lot of options. "Even we get perplexed," Spalding observed.

    in the meanwhile, Spalding has a recommendation: since the credit courses in the center layer do not yet exist, the long, hard and expensive provider manager course, which requires 10 lengthy, challenging days of energetic working towards, may in reality be essentially the most direct path to ITIL skilled, if that is your goal.

    "however you had been coming in blank nowadays, you may get a V2 groundwork certificates, a service supervisor Bridge and get to ITIL professional, probably sooner and more cost-effective and maybe even less demanding than going in the course of the middle, since the center is currently not obtainable," Spalding spoke of.

    not a group of cowboys anymore

    the head of the pyramid -- now called the superior carrier management professional Diploma -- is undefined, to this point, a "pipe dream," definitely, Spalding mentioned.

    "What I accept as true with it should be, is a person who has taken all the applicable checks to get to ITIL professional, plus has three years of documented ITIL management event," Spalding spoke of.

    The ITIL board may also make a decision to require carrying on with schooling credit, so ITIL specialists can hold that stage, corresponding to these required of legal professionals, medical doctors, true estate agents and by different professions, Spalding referred to.

    This ITIL offering, when it happens, will in all probability become the biggest game changer for the business, in Spalding's view. He uses the illustration of house construction, the place each and every element of the work -- plumbing, electrical, and many others. -- ought to be signed off by means of a certified inspector.

    "what is the license i need as a way to design the infrastructure of the world's biggest financial institution? My sole qualification is i will breathe -- that's it!" Spalding mentioned. "we are able to design an infrastructure the place 10% of the realm's economy goes across it and it is only as a result of we're good geeks that it works and the industrial entity needs it to work. but what's the entity that signals off? When can we get the infrastructure code?

    "it is maturing. IT isn't a collection of cowboys anymore," Spalding observed. "do not you think or not it's time IT became a profession? I do."

    tell us what you consider in regards to the story; email Linda Tucci, Senior news writer.


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    ITIL V3 Foundation Certificate in IT Service Management

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    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.


    Research and Markets: ITIL V3 Lifecycle - Service Strategy (SS) Certification Training - ITIL Online Self-Paced Training and Certification | killexams.com real questions and Pass4sure dumps

    DUBLIN--(BUSINESS WIRE)--Research and Markets (http://www.researchandmarkets.com/research/b5aba3/itil_v3_lifecycle) has announced the addition of the "ITIL V3 Lifecycle - Service Strategy (SS) Certification Training" training to their offering.

    ITIL Online Self-Paced Training and Certification

    ITIL eTrainer is the industry's first online training solution that delivers on demand, self-paced Foundation through Expert ITIL certification training direct to your PC. This flexible online training solution delivers the value of the classroom experience (lectures, courseware, mentoring, and exams) without the problems (scheduling, time) and expense (instructor, travel) of the classroom venue. Through its online LinkedIn support group, My itSM Mentoring Community, ITIL eTrainer offers further value by providing ITIL Expert mentoring and guidance before, during, and after the training takes place.

    Each self-paced class includes:

  • Individual or Role-Based Licenses: Provides students the option to purchase their certifications one class at a time, or as a part of a discounted, role-based value bundle.
  • Online Prerecorded Video Lectures: Enables students to control their own training schedule and venue (home, office, or training center).
  • Online Student Courseware: Enables students to review the courseware online and print out one local copy that they can add to their ITSM professional development library.
  • Online Exam Services: Enables students to purchase exam vouchers online along with selecting the proctoring method (online using a web cam proctor or at a CSME testing center) that best meets their needs. Passing score for each exam is 70% and Certification is through CSME
  • Online Mentoring Services: Through our online support group, My itSM Mentoring Community, students can connect with ITIL Expert Mentors (and other students) to receive the assistance they may need when preparing for the exam, along with the ongoing practical guidance they will need when applying ITSM best practices in a real world environment.
  • Reactivation Lifeline: If for any reason the student is pulled away for business or personal reasons after activating a class license, the student can request a one-time, no-cost, 15-day extension for that class.
  • Class Extensions: Enables students to purchase a low-cost, 15-day extension for a class when they have already consumed their no-cost reactivation lifeline.
  • PDU Credits: Enables students to receive PDU credits that can be applied to maintaining one's PMI/PMP status.
  • Optional Program Management and Reporting Services: ITSM Solutions will monitor, manage, and report on student progress throughout the entire training program.
  • ITIL V3 Lifecycle - Service Strategy (SS)

    This qualification provides a complete overview of Service Strategy, including all its related activities:

    How to design, develop, and implement service management not only as an organizational capability, but also as a strategic asset.

    Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Service Strategy Principles
  • Defining services and market spaces
  • Conducting Strategic Assessments
  • Financial Management
  • Service Portfolio Management
  • Managing demand
  • Driving strategy through the Service Lifecycle
  • Understanding Critical Success Factors and Risks
  • The program comes with 5 hours of instructor-led video presentations, online student workbook, practice exams, and membership in the LinkedIn community, My itSM Mentoring Community. Students should also purchase and read a copy of the Service Strategy OGC book.

    Prerequisite: IT V3 Foundation or V2 Foundation plus Bridge Certificate shall be presented as documentary evidence to sit for the exam.

    Target Audience: Executives, managers, supervisory staff, team leaders, architects, planners, and anyone that is involved in the strategy activities within the Service Lifecycle.

    Credits Earned

  • 3 ITIL Expert Credits
  • 22 PDU Credits
  • For more information visit http://www.researchandmarkets.com/research/b5aba3/itil_v3_lifecycle


    Getting started with ITIL service management | killexams.com real questions and Pass4sure dumps

    ITIL outlines processes and practices for efficient, cost-effective and business-centric IT service management...

    .

    Although numerous paradigms exist, the IT Infrastructure Library (ITIL) has emerged as one of the best-known and widely practiced approaches for IT Service Management (ITSM). ITIL service management comprises an established set of processes, procedures and tasks that help IT organizations deliver and manage computing services to the business. ITIL publications, under Crown Copyright, form the foundation for international standard ISO/IEC 20000.

    Following ITIL procedures and processes allows an organization to shape a data center that complements business strategies. Targeted data center investments add value to the enterprise by creating a foundation for planned IT activities, ensuring compliance and performing with measurable, ongoing improvement.

    ITIL does not detail specific data center technologies or discuss deploying or managing particular technologies. It is business- and technology-agnostic, so it addresses the widest possible range of business sizes and product choices. For example, ITIL discusses outsourcing to service providers and offers a means to evaluate the financial implications of outsourcing, but does not dictate how to interact with specific outsourcing providers.

    ITIL 2011 service management

    Each ITIL revision aims to improve the logical organization and business relevance of the service management approach.

    The ITIL 2011 edition covers 26 processes spread across five principle publications that discuss strategy, design, transition, operation and improvement.

    The Service Strategy publication tackles a market-driven approach to providing IT services. It describes a range of management processes that help businesses make the best outsourcing decisions with the best financial benefits.

    The Service Design publication shows how planned IT services affect the larger business. It covers IT services design practices and technology service delivery, as well as service management tools, ITIL service support processes, and the supply chain supporting the service. Specific management processes include service-level, availability, capacity and security management.

    The Service Transition publication explains processes that translate business needs into actual IT services. ITIL service management dictates that you approach these translations as projects, and the Service Transition publication covers how to manage changes to the business environment. Transitions include change management, asset and configuration management, software release or deployment management, service testing and so on.

    The Service Operation publication provides a series of practices to help organizations deliver the required service levels to employees, partners and customers -- the part of the ITIL lifecycle where IT actually delivers value. ITIL service practitioners learn how to handle events and incidents, fulfill requests, manage problems and ensure identity security.

    The Continual Service Improvement publication helps organizations identify where service changes are needed and adjust services to changing business needs on an ongoing basis -- all while maintaining control and measuring the effects of their changes. This involves defining measurement points and then gathering, processing and analyzing the data. When improvement is needed, the IT team implements changes, evaluates the effect and, from that data, formulates more changes. It's an ongoing process.

    Training and certification for ITIL

    ITIL practitioners require formal certification, which is managed by the ITIL Certification Management Board and administered commercially by the APM Group Limited. Exam providers include Peoplecert, Pearson VUE, Prometric and many others.

    ITIL 2007 and 2011 versions use four levels of certification, based on credits: Foundation, Intermediate, Expert and Master. A candidate that passes the basic exam receives a Foundation certification and two credits.

    Candidates seeking Intermediate ITIL certification must pursue a selection of lifecycle modules (three credits each) or capability modules (four credits each) to reach the 16 credits.

    Expert-level ITIL certification requires a minimum of 22 credits from various Intermediate modules, including an additional five credits earned from a comprehensive "Managing across the Lifecycle" exam.

    A Master-level ITIL certification is more evaluation-based, requiring Expert ITIL certification and at least five years of experience in a high-level ITSM role.

    Numerous training companies offer a combination of written, online, live classroom and other resources to prepare for the ITIL exam. The amount of time and effort that goes into an ITIL certification varies dramatically depending on the type of learning vehicles and the personal attention devoted to the effort.



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