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EX0-103 - ISO/IEC 20000 Foundation - Dump Information

Vendor : Exin
Exam Code : EX0-103
Exam Name : ISO/IEC 20000 Foundation
Questions and Answers : 116 Q & A
Updated On : February 15, 2019
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EX0-103 ISO/IEC 20000 Foundation

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EX0-103 exam Dumps Source : ISO/IEC 20000 Foundation

Test Code : EX0-103
Test Name : ISO/IEC 20000 Foundation
Vendor Name : Exin
Q&A : 116 Real Questions

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Exin ISO/IEC 20000 Foundation

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 most appropriate practices for supplying IT capabilities. ITIL has undergone several revisions in its history and at present includes five books, each and every overlaying various methods and tiers of the IT provider lifecycle. ITIL’s systematic strategy to IT carrier administration can help groups manage possibility, fortify customer members of the family, establish inexpensive practices, and construct a stable IT environment that permits for boom, scale and alter.

Developed via the British govt's important laptop and Telecommunications company (CCTA) all over the 1980s, the ITIL first consisted of more than 30 books, developed and released over time, that codified greatest practices in advice expertise accrued from many sources (together with providers' gold standard practices) worldwide. IBM, for instance, says that its four-volume sequence on systems-management ideas, A management device for guidance systems, widespread because the Yellow Books, provided a must have input into the original ITIL books.

In April 2001, CCTA, together with a number of different corporations, had been rolled into the office of government Commerce (OGC), which is now popular as the cabinet workplace. The OGC adopted the challenge as part of its mission to work with the U.ok. public sector as a catalyst to achieve effectivity, value for money in business activities, and more desirable success within the start of programs and initiatives.

The goal wasn't to create a proprietary product that can be commercialized; quite, it became to gather premiere practices that may aid with what the executive recognized became an increasing dependence in the govt on IT combined with a painful lack of common strategies that had been increasing expenses and enabling error to perpetuate. It quickly grew to be obvious that distributing these most suitable practices would profit both public and personal-sector groups.

over the years, ITIL's credibility and utility grew to become diagnosed, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 provider management regular, the first international ordinary for IT service administration; it is in accordance with British usual BS15000.

considering the fact that 2013, ITIL is owned with the aid of Axelos — a joint venture between the cupboard office and Capita. Axelos gives agencies the license to make use of the ITIL framework, while managing updates and procedure changes. although, to make use of ITIL internally, organizations don't have a license. ITIL v3 became launched in 2011, under the cabinet office, bringing updates to the 2007 edition published below OGC.

In 2018, Axelos introduced ITIL 4 – a huge overhaul to the whole framework and the greatest exchange since ITIL v3 became published in 2007. ITIL four, which begun rolling out in Q1 of 2019, offers a extra agile, bendy and customizable version of ITIL that is up to date for modern businesses. The latest edition encourages less siloes, greater collaboration, communique across the entire business and integrating agile and DevOps into ITSM concepts.

What's in the ITIL?

The ITIL has gone through a few revisions in its heritage. The normal 30 books of the ITIL had been first condensed in 2000 (when ITIL V2 turned into launched) to seven books, each wrapped round an aspect of IT administration. Later, the ITIL Refresh task in 2007 consolidated the ITIL to five volumes together with 26 procedure and features – this is mentioned because the ITIL 2007 version. In 2011, an extra update — dubbed ITIL 2011 — was posted below the cupboard workplace. The five volumes remained, and ITIL 2007 and ITIL 2011 remained equivalent.

ITIL 4, which changed into released in 2019, maintains the identical focus on automating strategies, improving service management and integrating the IT branch into the enterprise. besides the fact that children, it also updates the framework to accommodate and answer to contemporary expertise, tools and application. since ITIL’s closing update, the IT department has grown to develop into essential to each company and the new framework incorporates this by means of being extra agile, bendy and collaborative.

ITIL 4 includes 9 guiding principles that had been adopted from the most contemporary ITIL Practitioner exam, which covers organizational alternate administration, conversation and size and metrics. These ideas encompass:

  • focus on cost
  • Design for journey
  • birth the place you are
  • Work holistically
  • development iteratively
  • take a look at at once
  • Be clear
  • Collaborate
  • preserve it elementary
  • The most recent edition of ITIL makes a speciality of company lifestyle and integrating IT into the common company structure. It encourages collaboration between IT and different departments, exceptionally as different company devices increasingly rely on expertise to get work achieved. ITIL 4 additionally emphasizes customer feedback, because it’s more convenient than ever for corporations to take note their public belief, consumer pride and dissatisfaction.

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

    How do I put ITIL into apply?

    ITIL is a group of e-books, but purely going on a reading binge might not improve your IT operations. First, you must wrap your mind around the ideas after which get body of workers purchase-in. Getting some IT personnel to adopt new techniques can also be like herding cats, but there are tools that may aid.

    together with the ITIL comes a whole suite of consulting, practicing and certification features. From the early Nineties, certifications were administered with the aid of two unbiased our bodies: EXIN and ISEB, counting on your place. the two our bodies fashioned an alliance at the end of 2006 to additional IT provider administration.

    since 2014, Axelos is the proprietor of the ITIL personnel certification and exams are administered by using authorized practicing organizations (ATOs). Accreditations are administered by means of Strategic Examination Institutes (EIs). EIs need to be accredited without delay with the aid of Axelos with a view to offer accreditation to ATOs.

    before enforcing ITIL at your groups, there are a couple of questions you'll want to reply, equivalent to what issues your organization is making an attempt to resolve and what is your route to continual provider growth.

    For a deeper study putting ITIL into follow, see "7 questions to ask before implementing ITIL" and "a way to get started with ITIL."

    what is ITIL certification and is it worth it?

    The ITIL v3 certification scheme in the past consisted of five tiers: foundation, Practitioner, Intermediate, knowledgeable and grasp. each and every degree required a higher depth of potential and understanding of ITIL. The certification scheme beneath ITIL four has been streamlined to include the ITIL groundwork and the ITIL grasp tests. The ITIL foundation examination has two paths, ITIL Managing knowledgeable (MP) or ITIL Strategic leader (SL), which each and every have their personal modules and tests.

    The ITIL Managing expert (MP) exam is designed for IT practitioners who are involved with expertise and digital teams during the corporation, now not simply in the IT branch. This route will train specialists everything they deserve to learn about operating a hit IT projects, teams and workflows.

    Modules encompass:

  • ITIL expert – Create, deliver and guide
  • ITIL expert – pressure Stakeholder cost
  • ITIL expert – excessive speed IT
  • ITIL Strategist – Direct, Plan & increase
  • The ITIL Strategic leader (SL) exam is designed for people that contend with “all digitally enabled features,” and not just those who fall below IT operations. This direction specializes in how technology directs business approach and how IT plays into that.

    Modules encompass:

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

    For those already in the middle of working against a ITIL v3 certifications, credit will transfer over to the brand new certifications. Axelos recommends that each one ITIL certification candidates continue the direction towards ITIL grasp.

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

    How can ITIL enhance my enterprise's company efficiency?

    A smartly-run IT organization that manages possibility and keeps the infrastructure buzzing not best saves cash, nevertheless it also allows for the enterprise individuals to do their jobs more easily. for instance, brokerage company Pershing reduced its incident response time by way of 50 p.c within the first year after restructuring its carrier desk in accordance with ITIL guidelines, allowing users with problems to get back to work tons greater rapidly.

    ITIL offers a systematic and skilled approach to the management of IT carrier provision, and offers right here benefits:

  • decreased IT costs
  • greater IT capabilities through the use of proven top of the line practice methods
  • stronger consumer delight through a greater expert approach to service start
  • standards and counsel
  • superior productivity
  • greater use of potential and adventure
  • improved birth of third-party capabilities in the course of the specification of ITIL or BS15000 as the general for provider beginning in functions procurements
  • in keeping with Axelos, ITIL can additionally assist groups improve features by way of:

  • helping groups control chance, disruption and failure
  • strengthening client family members with the aid of “offering productive services that meet their wants”
  • organising reasonably-priced practices
  • constructing a good environment that nonetheless makes it possible for for boom, scale and alter.
  • For a deeper analyze how to get essentially the most from ITIL, see "5 steps to successful ITIL adoption."

    what will ITIL can charge?

    Getting began involves the purchase of the ITIL both as hardcopy, PDF, ePub or through an online subscription directly from Axelos. Then there may be the can charge of training, which fluctuates each and every 12 months. The path leading to the preliminary foundation certificate usually runs for 2 days, and classes resulting in larger certifications can be every week or extra.

    Add to that the inevitable charge of re-engineering some techniques to agree to ITIL instructions, and adjustment of help desk or different application to catch the assistance you want for tracking and producing metrics.

    there is, incidentally, no such component as "ITIL-compliant" application; the ITIL is a framework, not a standard. Some aid desk and management application has been engineered with ITIL practices in mind, although, and so will lend themselves greater to groups working within the framework.

    Examples of software and features designed with ITIL and ITSM in intellect consist of:

  • Samange: presents service desk automation with the ITIL framework in mind
  • InvGate provider Desk: an internet-primarily based ITIL-competent carrier that boasts a user-friendly interface
  • ManageEngine ServiceDesk Plus: web-based mostly aid desk and asset administration application it's obtainable in an ITIL edition
  • vision Helpdesk: A multifunction carrier desk answer with ITIL integration
  • How long will an ITIL venture take?

    ITIL isn't a "venture"; it's an ongoing adventure to improve IT service management. highest quality practices ought to be baked into every thing, and that they need to evolve because the enterprise evolves. With IT team of workers purchase-in, adjustments can begin once team of workers are knowledgeable, and a few consequences should be obvious inside weeks or months. manner changes do take time, however, as entrenched bad practices are rooted out and modified (and, probably, workforce alterations turn up), however many agencies have said enormous rate reductions after their first year.

    To get an improved concept of what it will take to undertake and enforce ITIL, that you would be able to flick thru case reviews on the Axelos web site. contemporary case studies encompass organizations like Sony and Disney — two agencies with large IT operations to control.

    What discount rates can i are expecting?

    organizations and public sector organizations that have effectively carried out ITIL optimal practices report huge discount rates.

    as an example, in its benefits of ITIL paper, red Elephant stories that Procter and Gamble saved about $500 million over four years with the aid of decreasing aid desk calls and enhancing working processes. Nationwide coverage executed a forty percent reduction in device outages and estimates a $four.three million ROI over three years, and Capital One reduced its "enterprise essential" incidents via ninety two p.c over two years. After three years of ITIL implementation, woodland products business MeadWestvaco claimed to have eliminated greater than $100,000 yearly in IT protection contracts and identified a 10 % gain in operational stability due to ITIL.

    devoid of buy-in and cooperation from IT group of workers, youngsters, any implementation is bound to fail. Bringing finest practices into a company is as plenty a PR job as it is a technical recreation.

    different criticisms encompass the incontrovertible fact that it’s not possible to plot for every failure, experience or incident so it’s not an actual science. in reality, you received’t know the accurate ROI on ITIL unless you put in force it inside your corporation and use it simply. subsequently, on account that ITIL is a framework, it might probably most effective be as a success as company buy-in enables. Embracing certifications, practicing and investing in the shift will help boost the possibilities of success and rate reductions.


    Getting all started with ITIL service administration | killexams.com Real Questions and Pass4sure dumps

    ITIL outlines methods and practices for efficient, low in cost and enterprise-centric IT carrier administration...

    .

    although numerous paradigms exist, the IT Infrastructure Library (ITIL) has emerged as one of the crucial most effective-time-honored and generally practiced techniques for IT carrier administration (ITSM). ITIL carrier management contains an established set of strategies, tactics and projects that aid IT businesses deliver and manipulate computing functions to the business. ITIL publications, below Crown Copyright, form the basis for foreign ordinary ISO/IEC 20000.

    Following ITIL techniques and techniques allows a company to form a knowledge middle that complements business thoughts. targeted information core investments add value to the commercial enterprise by using creating a groundwork for planned IT actions, ensuring compliance and performing with measurable, ongoing improvement.

    ITIL doesn't element particular records center technologies or discuss deploying or managing specific applied sciences. it is business- and know-how-agnostic, so it addresses the widest viable range of enterprise sizes and product decisions. as an example, ITIL discusses outsourcing to provider suppliers and offers a method to consider the fiscal implications of outsourcing, but doesn't dictate how to interact with certain outsourcing providers.

    ITIL 2011 carrier management

    each and every ITIL revision goals to improve the logical company and enterprise relevance of the carrier management method.

    The ITIL 2011 version covers 26 methods unfold across 5 principle publications that talk about method, design, transition, operation and growth.

    The provider strategy publication tackles a market-driven approach to proposing IT capabilities. It describes a number management methods that help companies make the ideal outsourcing selections with the choicest fiscal merits.

    The carrier Design publication suggests how deliberate IT services have an effect on the bigger business. It covers IT functions design practices and expertise provider delivery, in addition to service management tools, ITIL carrier support processes, and the provide chain assisting the service. specific administration approaches include carrier-stage, availability, capacity and security management.

    The provider Transition booklet explains techniques that translate company needs into specific IT features. ITIL service administration dictates that you approach these translations as tasks, and the provider Transition book covers the way to control adjustments to the business environment. Transitions encompass trade management, asset and configuration administration, software unencumber or deployment management, carrier checking out etc.

    The service Operation publication offers a series of practices to help businesses bring the necessary provider tiers to employees, partners and valued clientele -- the a part of the ITIL lifecycle where IT basically gives you value. ITIL provider practitioners find out how to address routine and incidents, fulfill requests, control complications and ensure identification security.

    The continual carrier improvement booklet helps businesses identify where provider alterations are mandatory and modify features to changing company wants on an ongoing groundwork -- all whereas keeping manage and measuring the effects of their alterations. This includes defining size aspects after which gathering, processing and inspecting the facts. When growth is needed, the IT team implements adjustments, evaluates the impact and, from that information, formulates greater adjustments. it be an ongoing system.

    working towards and certification for ITIL

    ITIL practitioners require formal certification, which is managed via the ITIL Certification administration Board and administered commercially by way of the APM community constrained. exam providers consist of Peoplecert, Pearson VUE, Prometric and a lot of others.

    ITIL 2007 and 2011 types use four ranges of certification, in response to credit: groundwork, Intermediate, skilled and grasp. A candidate that passes the simple examination receives a foundation certification and two credit.

    Candidates seeking Intermediate ITIL certification should pursue a selection of lifecycle modules (three credit each and every) or capacity modules (four credit each) to attain the sixteen credits.

    expert-level ITIL certification requires not less than 22 credits from a number of Intermediate modules, including an additional 5 credit earned from a comprehensive "Managing across the Lifecycle" examination.

    A master-level ITIL certification is extra evaluation-based, requiring professional ITIL certification and at least 5 years of journey in a high-degree ITSM role.

    a large number of training agencies offer a mix of written, on-line, are living school room and different elements to prepare for the ITIL examination. The period of time and effort that goes into an ITIL certification varies dramatically depending on the category of learning vehicles and the very own consideration committed to the effort.


    Dennis Kelly Joins Buchanan & Edwards as President and CEO | killexams.com Real Questions and Pass4sure dumps

    WASHINGTON--(enterprise WIRE)--Buchanan & Edwards Inc., an award-successful and quickly-transforming into know-how chief developing transformative options for govt consumers, announced these days that Dennis Kelly has joined the company as its new president and CEO. Kelly most lately become CEO of IOMAXIS, a number one cybersecurity company, and will continue to serve as a member of its board of advisers. previously, Kelly became president of country wide protection solutions for PAE following its 2015 acquisition of A-T solutions, a global counterterrorism firm, which he led as president and CEO.

    “we're excited to have Dennis be part of us because he's a true leader with an exemplary foundation of values and abilities in the government contracting area,” said Brian Karlisch, co-founder of Buchanan & Edwards. “Dennis is uniquely desirable to lead us right into a length of colossal increase and growth in a way that allows for our team to deliver greater of its excellent solutions to a broader latitude of executive organizations, which today are facing mission-crucial challenges possibly unlike these encountered at every other time in historical past.”

    As president and CEO, Kelly will help the enterprise by means of bolstering BE’s company building characteristic and increasing its client footprint within the countrywide protection market.

    “Buchanan & Edwards has a great background of advancing and preserving core technology techniques and innovations for consumers such as the department of State, the FBI and the U.S. Marine Corps,” referred to Kelly. “I seem to be forward to working carefully with the stunning team here to build on that mighty basis and bring extra of BE’s capabilities to serve the broader country wide security community — a group it truly is in quest of the type of transformative, productive and beneficial technology options that BE offers.”

    Kelly joins BE as an almost 30-year veteran of the federal functions contracting area. He led A-T solutions for eight years, first as president and chief operating officer from 2008 to 2010 after which as president and CEO through 2015. Over this duration, Kelly helped grow the business from about $34 million to greater than $200 million in income. He additionally obtained a lot of awards for unbelievable management, including Most Admired CEO by means of Washington company Journal, the GovStar “superstar Warfighter” Award by SmartCEO, and executive of the year in Aerospace & protection by using American company Awards.

    past in his profession, he served as senior vice president of Anteon overseas Corp., a $1.7 billion suggestions expertise and integration functions enterprise serving the executive sector, and as president of TechTeam executive solutions Inc., an $80 million completely owned subsidiary of TechTeam world Inc.

    today Kelly is an adjunct professor at George Mason tuition in the executive MBA software and serves on the board of directors of the USO of Metropolitan Washington - Baltimore. he is a proud veteran of the U.S. Navy and holds an MBA from the institution of Rhode Island.

    About Buchanan & Edwards

    considering the fact that 1998 Buchanan & Edwards Inc. has served as a relied on adviser to the federal govt, assisting them solve latest complications, create new possibilities and serve citizens more without problems through expertise. We bear in mind the exciting calls for and complicated requirements of govt. Our vision guides the building and delivery of resourceful and customised solutions that serve the public respectable. The effect is that government agencies and businesses can focal point on enjoyable their missions, managing and sharing counsel, and responding to organizational demands. BE employs a disciplined management method that has been independently appraised as compliant with CMMI degree 3 procedures and ISO/IEC 27001:2013; ISO/IEC 20000-1:2011; ISO 9001:2008 standards. For more information, please consult with our site at www.Buchanan-Edwards.com.


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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.


    Dennis Kelly Joins Buchanan & Edwards as President and CEO | killexams.com real questions and Pass4sure dumps

    WASHINGTON--(BUSINESS WIRE)--Buchanan & Edwards Inc., an award-winning and fast-growing technology leader creating transformative solutions for government customers, announced today that Dennis Kelly has joined the company as its new president and CEO. Kelly most recently was CEO of IOMAXIS, a leading cybersecurity firm, and will continue to serve as a member of its board of advisers. Previously, Kelly was president of National Security Solutions for PAE following its 2015 acquisition of A-T Solutions, a global counterterrorism firm, which he led as president and CEO.

    “We are excited to have Dennis join us because he is a true leader with an exemplary foundation of values and knowledge in the government contracting space,” said Brian Karlisch, co-founder of Buchanan & Edwards. “Dennis is uniquely suited to lead us into a period of substantial growth and expansion in a manner that enables our team to bring more of its incredible solutions to a broader range of government agencies, which today are facing mission-critical challenges perhaps unlike those encountered at any other time in history.”

    As president and CEO, Kelly will support the company by bolstering BE’s business development function and expanding its customer footprint in the national security market.

    “Buchanan & Edwards has an amazing history of advancing and maintaining core technology systems and innovations for customers such as the Department of State, the FBI and the U.S. Marine Corps,” said Kelly. “I look forward to working closely with the incredible team here to build on that strong foundation and bring more of BE’s capabilities to serve the broader national security community — a community that is seeking the kind of transformative, efficient and effective technology solutions that BE provides.”

    Kelly joins BE as a nearly 30-year veteran of the federal services contracting arena. He led A-T Solutions for eight years, first as president and chief operating officer from 2008 to 2010 and then as president and CEO through 2015. Over this period, Kelly helped grow the company from about $34 million to more than $200 million in revenue. He also received various awards for outstanding leadership, including Most Admired CEO by Washington Business Journal, the GovStar “Star Warfighter” Award by SmartCEO, and Executive of the Year in Aerospace & Defense by American Business Awards.

    Earlier in his career, he served as senior vice president of Anteon International Corp., a $1.7 billion information technology and integration services firm serving the government sector, and as president of TechTeam Government Solutions Inc., an $80 million wholly owned subsidiary of TechTeam Global Inc.

    Today Kelly is an adjunct professor at George Mason University in the Executive MBA program and serves on the board of directors of the USO of Metropolitan Washington - Baltimore. He is a proud veteran of the U.S. Navy and holds an MBA from the University of Rhode Island.

    About Buchanan & Edwards

    Since 1998 Buchanan & Edwards Inc. has served as a trusted adviser to the federal government, helping them solve existing problems, create new possibilities and serve citizens more effectively through technology. We understand the unique demands and complex requirements of government. Our vision guides the development and delivery of innovative and customized solutions that serve the public good. The result is that government organizations and agencies can focus on fulfilling their missions, managing and sharing information, and responding to organizational demands. BE employs a disciplined management approach that has been independently appraised as compliant with CMMI Level 3 processes and ISO/IEC 27001:2013; ISO/IEC 20000-1:2011; ISO 9001:2008 standards. For additional information, please visit our website at www.Buchanan-Edwards.com.



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