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EX0-100 - ITIL Foundation Certificate in IT Service Management - Dump Information

Vendor : Exin
Exam Code : EX0-100
Exam Name : ITIL Foundation Certificate in IT Service Management
Questions and Answers : 408 Q & A
Updated On : February 14, 2019
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EX0-100 Questions and Answers

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EX0-100 ITIL Foundation Certificate in IT Service Management

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EX0-100 exam Dumps Source : ITIL Foundation Certificate in IT Service Management

Test Code : EX0-100
Test Name : ITIL Foundation Certificate in IT Service Management
Vendor Name : Exin
Q&A : 408 Real Questions

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Exin ITIL Foundation Certificate in

what is ITIL? Your e-book 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 most advantageous practices for offering IT features. ITIL has gone through a couple of revisions in its heritage and currently includes five books, every masking a number of procedures and degrees of the IT carrier lifecycle. ITIL’s systematic strategy to IT carrier administration can help organizations control chance, make stronger consumer relations, set up cost-efficient practices, and construct a good IT atmosphere that allows for for growth, scale and alter.

Developed via the British government's central computer and Telecommunications agency (CCTA) all through the 1980s, the ITIL first consisted of more than 30 books, developed and released over time, that codified most fulfilling practices in counsel technology accumulated from many sources (including carriers' choicest practices) around the globe. IBM, for example, says that its 4-quantity sequence on methods-management ideas, A administration device for suggestions techniques, general as the Yellow Books, supplied vital input into the normal ITIL books.

In April 2001, CCTA, along with a couple of other agencies, have been rolled into the workplace of government Commerce (OGC), which is now standard as the cupboard workplace. The OGC adopted the task as a part of its mission to work with the U.k. public sector as a catalyst to achieve effectivity, price for cash in business actions, and enhanced success in the birth of courses and tasks.

The intention wasn't to create a proprietary product that can be commercialized; quite, it turned into to acquire ideal practices that might support with what the govt identified was an expanding dependence in the government on IT mixed with a painful lack of commonplace strategies that were expanding charges and allowing blunders to perpetuate. It straight away grew to become apparent that distributing these most effective practices would income each public and personal-sector organizations.

through the years, ITIL's credibility and utility grew to be diagnosed, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 carrier administration regular, the first foreign usual for IT carrier management; it's in accordance with British average BS15000.

because 2013, ITIL is owned by means of Axelos — a three way partnership between the cabinet office and Capita. Axelos gives businesses the license to use the ITIL framework, whereas managing updates and system adjustments. however, to make use of ITIL internally, businesses shouldn't have a license. ITIL v3 turned into launched in 2011, below the cupboard office, bringing updates to the 2007 version posted below OGC.

In 2018, Axelos introduced ITIL four – a huge overhaul to the entire framework and the greatest trade considering the fact that ITIL v3 turned into posted in 2007. ITIL 4, which started rolling out in Q1 of 2019, presents a extra agile, bendy and customizable edition of ITIL it's updated for up to date corporations. The newest edition encourages much less siloes, greater collaboration, communication throughout the total enterprise and integrating agile and DevOps into ITSM options.

What's in the ITIL?

The ITIL has passed through a few revisions in its historical past. The fashioned 30 books of the ITIL were first condensed in 2000 (when ITIL V2 become launched) to seven books, every wrapped around a facet of IT administration. Later, the ITIL Refresh project in 2007 consolidated the ITIL to five volumes along with 26 process and capabilities – here is said as the ITIL 2007 version. In 2011, one other replace — dubbed ITIL 2011 — changed into published below the cabinet office. The 5 volumes remained, and ITIL 2007 and ITIL 2011 remained identical.

ITIL four, which became released in 2019, continues the same center of attention on automating procedures, enhancing service administration and integrating the IT department into the company. youngsters, it also updates the framework to accommodate and reply to up to date expertise, equipment and software. due to the fact ITIL’s remaining replace, the IT branch has grown to turn into indispensable to every enterprise and the new framework accommodates this with the aid of being more agile, bendy and collaborative.

ITIL four incorporates 9 guiding ideas that were adopted from the most recent ITIL Practitioner exam, which covers organizational alternate management, communique and size and metrics. These concepts encompass:

  • focus on cost
  • Design for adventure
  • start the place you are
  • Work holistically
  • development iteratively
  • study at once
  • Be transparent
  • Collaborate
  • preserve it primary
  • The most recent edition of ITIL specializes in enterprise subculture and integrating IT into the normal enterprise constitution. It encourages collaboration between IT and different departments, primarily as other business contraptions increasingly count on expertise to get work accomplished. ITIL 4 additionally emphasizes client remarks, considering it’s easier than ever for businesses to be aware their public belief, client satisfaction and dissatisfaction.

    For more information on the merits of the newest version of ITIL, see “ITIL 4: ITSM receives agile.”

    How do I put ITIL into apply?

    ITIL is a set of e-books, however merely going on a studying binge won't improve your IT operations. First, you ought to wrap your mind across the ideas after which get staff purchase-in. Getting some IT personnel to adopt new methods may also be like herding cats, however there are tools that may aid.

    along with the ITIL comes a whole suite of consulting, practicing and certification capabilities. From the early Nineties, certifications were administered via two independent our bodies: EXIN and ISEB, depending on your vicinity. both bodies shaped an alliance on the end of 2006 to extra IT service management.

    considering that 2014, Axelos is the owner of the ITIL personnel certification and tests are administered by means of authorised practising groups (ATOs). Accreditations are administered by way of Strategic Examination Institutes (EIs). EIs deserve to be accredited directly by means of Axelos in order to present accreditation to ATOs.

    earlier than implementing ITIL at your corporations, there are several questions be sure to reply, equivalent to what issues your company is attempting to solve and what's your path to persistent provider growth.

    For a deeper examine placing ITIL into practice, see "7 questions to ask earlier than imposing ITIL" and "a way to get begun with ITIL."

    what's ITIL certification and is it price it?

    The ITIL v3 certification scheme in the past consisted of 5 levels: foundation, Practitioner, Intermediate, professional and grasp. each level required a more robust depth of skills and realizing of ITIL. The certification scheme below ITIL 4 has been streamlined to encompass the ITIL foundation and the ITIL grasp tests. The ITIL groundwork examination has two paths, ITIL Managing expert (MP) or ITIL Strategic leader (SL), which every have their own modules and checks.

    The ITIL Managing professional (MP) examination is designed for IT practitioners who're worried with know-how and digital groups during the company, no longer just within the IT department. This direction will train authorities everything they should learn about running successful IT initiatives, groups and workflows.

    Modules encompass:

  • ITIL professional – Create, convey and aid
  • ITIL expert – force Stakeholder value
  • ITIL professional – excessive speed IT
  • ITIL Strategist – Direct, Plan & enhance
  • The ITIL Strategic chief (SL) examination is designed for those who take care of “all digitally enabled features,” and never simply those that fall below IT operations. This path focuses on how technology directs enterprise strategy and how IT performs into that.

    Modules include:

  • ITIL Strategist – Direct, Plan & enhance
  • ITIL chief – Digital & IT method
  • both paths can result in the ITIL master exam, which is the maximum level of certification that you could obtain with ITIL four.

    For those already in the core of working against a ITIL v3 certifications, credits will switch over to the brand new certifications. Axelos recommends that every one ITIL certification candidates proceed the path against ITIL master.

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

    How can ITIL improve my business's company performance?

    A well-run IT organization that manages chance and continues the infrastructure buzzing now not handiest saves money, however it additionally makes it possible for the company americans to do their jobs greater effectively. for example, brokerage enterprise Pershing decreased its incident response time by means of 50 % within the first year after restructuring its carrier desk based on ITIL guidelines, allowing users with problems to get again to work lots extra at once.

    ITIL provides a scientific and professional method to the management of IT carrier provision, and offers here advantages:

  • decreased IT charges
  • enhanced IT features through the use of confirmed most fulfilling follow techniques
  • improved consumer satisfaction via a more professional method to provider birth
  • specifications and guidance
  • better productiveness
  • more advantageous use of advantage and event
  • more desirable delivery of third-party functions through the specification of ITIL or BS15000 as the usual for carrier start in features procurements
  • according to Axelos, ITIL can also help agencies improve services by using:

  • helping groups manipulate risk, disruption and failure
  • strengthening client members of the family by way of “supplying effective functions that meet their needs”
  • establishing competitively priced practices
  • building a solid atmosphere that nevertheless allows for growth, scale and change.
  • For a deeper study the way to get the most from ITIL, see "5 steps to successful ITIL adoption."

    what is going to ITIL can charge?

    Getting begun includes the purchase of the ITIL either as hardcopy, PDF, ePub or via an internet subscription at once from Axelos. Then there's the charge of coaching, which fluctuates each 12 months. The course resulting in the initial basis certificate usually runs for 2 days, and courses leading to higher certifications may also be a week or greater.

    Add to that the inevitable cost of re-engineering some strategies to conform to ITIL guidelines, and adjustment of help desk or other software to trap the suggestions you need for tracking and producing metrics.

    there's, by the way, no such issue as "ITIL-compliant" application; the ITIL is a framework, no longer a common. Some support desk and administration utility has been engineered with ITIL practices in intellect, youngsters, and so will lend themselves better to teams working inside the framework.

    Examples of application and functions designed with ITIL and ITSM in mind encompass:

  • Samange: presents provider desk automation with the ITIL framework in intellect
  • InvGate provider Desk: a web-primarily based ITIL-capable service that boasts a person-pleasant interface
  • ManageEngine ServiceDesk Plus: internet-based aid desk and asset administration application this is accessible in an ITIL edition
  • imaginative and prescient Helpdesk: A multifunction carrier desk solution with ITIL integration
  • How lengthy will an ITIL venture take?

    ITIL isn't a "venture"; it be an ongoing event to increase IT service administration. top-rated practices need to be baked into every thing, and they have to evolve as the enterprise evolves. With IT team of workers buy-in, changes can begin as soon as group of workers are proficient, and some effects should be obvious inside weeks or months. procedure alterations do take time, although, as entrenched bad practices are rooted out and modified (and, potentially, personnel adjustments take place), however many businesses have stated monstrous savings after their first year.

    To get a stronger idea of what it's going to take to adopt and enforce ITIL, which you can browse through case stories on the Axelos web page. recent case reviews consist of organizations like Sony and Disney — two agencies with huge IT operations to control.

    What discounts am i able to predict?

    enterprises and public sector businesses that have effectively implemented ITIL top-rated practices record massive mark downs.

    as an instance, in its advantages of ITIL paper, pink Elephant reports that Procter and Gamble saved about $500 million over four years via cutting back help desk calls and improving operating approaches. Nationwide assurance done a forty % discount in gadget outages and estimates a $four.3 million ROI over three years, and Capital One decreased its "business important" incidents with the aid of 92 percent over two years. After three years of ITIL implementation, forest items enterprise MeadWestvaco claimed to have eradicated greater than $100,000 annually in IT maintenance contracts and diagnosed a 10 percent gain in operational steadiness because of ITIL.

    without buy-in and cooperation from IT group of workers, although, any implementation is bound to fail. Bringing most excellent practices into a firm is as much a PR job because it is a technical endeavor.

    different criticisms encompass the undeniable fact that it’s not possible to plot for every failure, experience or incident so it’s now not an exact science. really, you received’t understand the accurate ROI on ITIL except you put in force it inside your firm and use it easily. finally, in view that ITIL is a framework, it could most effective be as a success as company purchase-in enables. Embracing certifications, training and investing in the shift will support boost the probabilities of success and mark downs.


    Thomson NETg Introduces EXIN authorised ITIL® practicing within the U.S. for foundation certificates in IT carrier administration | killexams.com Real Questions and Pass4sure dumps

    SCOTTSDALE, Ariz., Dec. 19 /- To help meet the turning out to be demand for quality counsel know-how Infrastructure Library (ITIL®) working towards, Thomson NETg will liberate a five-half EXIN accepted e-learning collection for you to result in the groundwork certificates in IT carrier management.

    As a part of this providing, Thomson NETg has entered right into a strategic settlement with Plexent, an IT service administration enterprise, to provide mentoring guide via ITIL® licensed Managers. through this guide, novices can pose questions by means of email to licensed ITIL® mentors throughout or after their practicing.

    ITIL®, a library of proven top-rated practices for IT features, has been adopted via many groups worldwide and is now identified as the world typical for IT carrier management. ITIL® includes a complete description of the processes concerned in managing IT infrastructures.

    "groups have turn into increasingly privy to the magnitude of aligning IT provider beginning with their enterprise's dreams," says Clint Everton, president of Thomson NETg. "We're very excited so as to add this globally recognized certification software to our wide IT researching offering."

    The number of ITIL certifications administered each and every yr correlates with ITIL's adoption. in response to EXIN, in 2005, it had administered approximately a hundred and seventy,000 ITIL certifications to-date global. greater than 150,000 of the assessments administered were on the Foundations Certification stage.

    "This effective strategic relationship offers Thomson NETg college students with entry to consultants who have completed the maximum ITIL® certification general," says Gordon Brown, president of Plexent. "Our ITIL® experts have journey working with probably the most world's most forward-pondering IT corporations."

    Thomson NETg's ITIL® collection is intended for professionals worried in the birth or assist of IT features and lines the following classes:

    82221 -- ITIL -- Overview of ITIL® and IT service Management82222 -- ITIL -- provider level, Availability, and security Management82223 -- ITIL -- potential, IT Financing, and Continuity Management82224 -- ITIL -- carrier Desk, Configuration, and Incident Management82225 -- ITIL -- difficulty, trade, and unencumber management

    about the Thomson business enterprise and Thomson NETg

    The Thomson company (http://www.thomson.com/), with 2005 revenues of approximately $eight.40 billion, is a worldwide chief in providing built-in information options to business and expert clients. Thomson provides price-brought suggestions, utility tools and applications to more than 20 million users in the fields of law, tax, accounting, economic services, larger schooling, reference guidance, company e-gaining knowledge of and evaluation, scientific analysis and healthcare. With operational headquarters in Stamford, Conn., Thomson has more than 40,000 employees and provides services in about a hundred thirty nations. The organisation's commonplace shares are listed on the ny and Toronto stock exchanges (NYSE: TOC; TSX: TOC).

    Thomson NETg (http://www.netg.com/) promises effective talents on demand to the global enterprise, assisting to align individuals, processes and priorities at increasingly high stages. Its breadth and adaptability of competencies resources, in conjunction with more than 35 years of commercial enterprise empowerment adventure, helps groups of all sizes to efficaciously control trade, radically change operations and exceed bottom-line expectations. Thomson NETg: talents Now.

    About Plexent

    Plexent (http://www.plexent.com/) is a number one issuer of highbrow Property, itDNA®, servicing Fortune 500 corporations, medium-sized corporations, govt companies and other groups. Drawing appreciably on adventure in guidance know-how and the optimum practices present in ITIL®, Plexent's choices span IT carrier administration; consulting, working towards and construction, highbrow property and enterprise know-how services.

    in line with ITIL®, ISO, and CMMI® requisites, itDNA® allows for clients to take control of their environment with the aid of defining the "what, why, and how," of their company and technical methods. The Plexent mannequin defines, organizes, and categorizes the various most beneficial practices, substances, features, and metrics worried in managing complex, allotted computing environments.

    source: Thomson gaining knowledge of

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    what's an ISEB certificates? | killexams.com Real Questions and Pass4sure dumps

    what's an ISEB supervisor's certificate in IT provider management? and can you inform me what ITIL is? These each have been requested in a contemporary job description.For counsel about the ISEB supervisor's certificates in IT provider administration, please see this web web page. you'll additionally need to read the guidelines at this website.

    so far as i will be able to tell, here's a professional construction effort that mixes working towards and checks to improve already-certified managers -- who must first obtain an ISEB/EXIN groundwork certificates in IT service administration (or the ISEB community carrier management certificate, which gives exemption) -- into more senior certifications in the selected areas of carrier aid or provider delivery.

    so far as ITIL goes, that refers back to the IT Infrastructure Library, a largely European approach to managing IT features, supported by means of British usual 15000 (BS15000). See this web web page for more tips.

    It sounds like you're considering employment somewhere in the European Union, if not within the UK. good luck and hope that helps!


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    ITIL 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.


    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.


    ITIL Foundation Certificate in IT Service Management 2011 Practice Exam | killexams.com real questions and Pass4sure dumps

    No result found, try new keyword!194 questions simulating vendor test questions 250 complimentary flash cards Detailed explanations for correct/incorrect answers help you grasp underlying concepts Comprehensive score report helps you ...


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    Exin EX0-100 Exam (ITIL Foundation Certificate in IT Service Management) Detailed Information



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