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EX0-117 - ITIL Foundation(2011) - Dump Information

Vendor : Exin
Exam Code : EX0-117
Exam Name : ITIL Foundation(2011)
Questions and Answers : 238 Q & A
Updated On : April 23, 2019
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EX0-117 ITIL Foundation(2011)

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EX0-117 exam Dumps Source : ITIL Foundation(2011)

Test Code : EX0-117
Test Name : ITIL Foundation(2011)
Vendor Name : Exin
Q&A : 238 Real Questions

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Exin ITIL Foundation(2011)

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 greatest practices for delivering IT capabilities. ITIL has undergone a number of revisions in its background and at the moment comprises 5 books, every masking quite a few tactics and levels of the IT carrier lifecycle. ITIL’s systematic strategy to IT carrier management can support organizations manipulate possibility, beef up customer family members, establish reasonable practices, and construct a good IT ambiance that makes it possible for for growth, scale and alter.

Developed by means of the British govt's principal desktop and Telecommunications agency (CCTA) right through the 1980s, the ITIL first consisted of more than 30 books, developed and launched over time, that codified most efficient practices in tips expertise gathered from many sources (together with carriers' most appropriate practices) world wide. IBM, as an instance, says that its four-extent series on programs-management concepts, A management equipment for advice methods, usual as the Yellow Books, provided a must have input into the customary ITIL books.

In April 2001, CCTA, along with several other businesses, have been rolled into the office of government Commerce (OGC), which is now accepted as the cabinet office. The OGC adopted the venture as a part of its mission to work with the U.k. public sector as a catalyst to obtain effectivity, value for funds in business actions, and enhanced success in the start of programs and tasks.

The aim wasn't to create a proprietary product that could be commercialized; somewhat, it turned into to gather top-quality practices that may aid with what the govt recognized turned into an increasing dependence within the government on IT mixed with a painful lack of usual strategies that were increasing expenses and enabling mistakes to perpetuate. It right now grew to become obvious that distributing these most advantageous practices would earnings each public and personal-sector agencies.

through the years, ITIL's credibility and utility became recognized, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 carrier administration standard, the first foreign standard for IT service administration; it is according to British ordinary BS15000.

given that 2013, ITIL is owned with the aid of Axelos — a three way partnership between the cupboard office and Capita. Axelos offers groups the license to use the ITIL framework, whereas managing updates and process adjustments. besides the fact that children, to make use of ITIL internally, businesses don't have a license. ITIL v3 became launched in 2011, under the cupboard office, bringing updates to the 2007 edition published under OGC.

In 2018, Axelos introduced ITIL four – an immense overhaul to the complete framework and the biggest exchange when you consider that ITIL v3 was published in 2007. ITIL four, which all started rolling out in Q1 of 2019, presents a more agile, bendy and customizable edition of ITIL it's up to date for up to date businesses. The latest edition encourages much less siloes, greater collaboration, communication across the total company and integrating agile and DevOps into ITSM concepts.

What's in the ITIL?

The ITIL has gone through a few revisions in its historical past. The customary 30 books of the ITIL have been first condensed in 2000 (when ITIL V2 turned into launched) to seven books, each and every wrapped around a side of IT management. Later, the ITIL Refresh challenge in 2007 consolidated the ITIL to 5 volumes such as 26 manner and functions – this is stated as the ITIL 2007 version. In 2011, a further update — dubbed ITIL 2011 — become published under the cupboard office. The 5 volumes remained, and ITIL 2007 and ITIL 2011 remained an identical.

ITIL 4, which was released in 2019, continues the same center of attention on automating techniques, enhancing provider management and integrating the IT department into the enterprise. however, it additionally updates the framework to accommodate and reply to contemporary expertise, tools and software. on account that ITIL’s remaining replace, the IT branch has grown to develop into crucial to each enterprise and the brand new framework accommodates this by using being greater agile, bendy and collaborative.

ITIL 4 includes 9 guiding principles that have been adopted from probably the most recent ITIL Practitioner exam, which covers organizational change management, conversation and dimension and metrics. These principles include:

  • focal point on value
  • Design for journey
  • beginning where you're
  • Work holistically
  • progress iteratively
  • take a look at directly
  • Be transparent
  • Collaborate
  • maintain it standard
  • The most recent version of ITIL makes a speciality of enterprise way of life and integrating IT into the universal business structure. It encourages collaboration between IT and different departments, especially as other enterprise devices increasingly rely on expertise to get work finished. ITIL four additionally emphasizes consumer remarks, seeing that it’s more straightforward than ever for organizations to keep in mind their public notion, consumer pride and dissatisfaction.

    For extra information on the merits of the latest edition of ITIL, see “ITIL four: ITSM gets agile.”

    How do I put ITIL into apply?

    ITIL is a collection of e-books, but basically going on a studying binge might not enhance your IT operations. First, you should wrap your brain across the concepts after which get personnel purchase-in. Getting some IT personnel to adopt new procedures may also be like herding cats, however there are equipment that can support.

    along with the ITIL comes an entire suite of consulting, practicing and certification features. From the early Nineties, certifications were administered by way of two unbiased our bodies: EXIN and ISEB, depending on your location. both our bodies formed an alliance on the conclusion of 2006 to extra IT service management.

    considering 2014, Axelos is the proprietor of the ITIL personnel certification and exams are administered via authorized practising corporations (ATOs). Accreditations are administered via Strategic Examination Institutes (EIs). EIs should be accredited without delay by means of Axelos in an effort to offer accreditation to ATOs.

    before imposing ITIL at your organizations, there are several questions be sure to reply, akin to what problems your company is attempting to resolve and what's your path to persistent provider growth.

    For a deeper study placing ITIL into observe, see "7 questions to ask before enforcing ITIL" and "the way to get all started with ITIL."

    what is ITIL certification and is it value it?

    The ITIL v3 certification scheme prior to now consisted of five levels: groundwork, Practitioner, Intermediate, knowledgeable and master. each and every degree required an improved depth of competencies and understanding of ITIL. The certification scheme beneath ITIL four has been streamlined to encompass the ITIL basis and the ITIL grasp checks. The ITIL basis examination has two paths, ITIL Managing professional (MP) or ITIL Strategic leader (SL), which each and every have their personal modules and checks.

    The ITIL Managing knowledgeable (MP) examination is designed for IT practitioners who are worried with technology and digital groups right through the company, no longer just in the IT branch. This route will train experts every thing they need to learn about running a success IT initiatives, groups and workflows.

    Modules encompass:

  • ITIL specialist – Create, bring and guide
  • ITIL specialist – force Stakeholder price
  • ITIL specialist – high speed IT
  • ITIL Strategist – Direct, Plan & improve
  • The ITIL Strategic chief (SL) exam is designed for people that cope with “all digitally enabled features,” and not simply people that fall beneath IT operations. This course focuses on how expertise directs company approach and the way IT plays into that.

    Modules consist of:

  • ITIL Strategist – Direct, Plan & improve
  • ITIL leader – Digital & IT strategy
  • each paths can result in the ITIL grasp exam, which is the highest degree of certification which you can obtain with ITIL four.

    For these already in the core of working towards a ITIL v3 certifications, credits will switch over to the brand new certifications. Axelos recommends that each one ITIL certification candidates proceed the direction in opposition t ITIL master.

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

    How can ITIL enhance my enterprise's enterprise efficiency?

    A neatly-run IT firm that manages risk and maintains the infrastructure humming no longer best saves cash, nevertheless it additionally makes it possible for the enterprise people to do their jobs more effortlessly. for example, brokerage company Pershing reduced its incident response time through 50 % in the first year after restructuring its provider desk in accordance with ITIL instructions, permitting clients with issues to get lower back to work tons extra at once.

    ITIL provides a systematic and knowledgeable method to the management of IT provider provision, and presents the following benefits:

  • decreased IT expenses
  • stronger IT features by utilizing confirmed optimal apply procedures
  • greater client delight through a greater skilled approach to service start
  • specifications and suggestions
  • more suitable productiveness
  • more suitable use of abilities and adventure
  • superior start of third-celebration functions through the specification of ITIL or BS15000 as the commonplace for service delivery in services procurements
  • in accordance with Axelos, ITIL can additionally assist companies increase features by means of:

  • helping companies manipulate risk, disruption and failure
  • strengthening client members of the family via “delivering effective services that meet their wants”
  • establishing low-priced practices
  • building a sturdy ambiance that nevertheless allows for boom, scale and change.
  • For a deeper study the way to get probably the most from ITIL, see "5 steps to a hit ITIL adoption."

    what's going to ITIL cost?

    Getting started involves the purchase of the ITIL both as hardcopy, PDF, ePub or via an online subscription at once from Axelos. Then there's the charge of training, which fluctuates each yr. The path resulting in the initial groundwork certificates typically runs for 2 days, and courses leading to larger certifications will also be per week or greater.

    Add to that the inevitable cost of re-engineering some processes to conform to ITIL instructions, and adjustment of support desk or different utility to seize the information you need for monitoring and generating metrics.

    there's, incidentally, no such factor as "ITIL-compliant" application; the ITIL is a framework, now not a common. Some aid desk and management utility has been engineered with ITIL practices in intellect, despite the fact, and so will lend themselves more advantageous to groups working in the framework.

    Examples of utility and capabilities designed with ITIL and ITSM in intellect consist of:

  • Samange: presents carrier desk automation with the ITIL framework in mind
  • InvGate provider Desk: an internet-based mostly ITIL-able carrier that boasts a user-pleasant interface
  • ManageEngine ServiceDesk Plus: web-based mostly help desk and asset management application it's available in an ITIL version
  • vision Helpdesk: A multifunction carrier desk answer with ITIL integration
  • How long will an ITIL assignment take?

    ITIL is not a "assignment"; or not it's an ongoing experience to enhance IT carrier management. most effective practices need to be baked into everything, and that they need to evolve because the business evolves. With IT team of workers buy-in, adjustments can start as soon as workforce are knowledgeable, and a few consequences should still be apparent within weeks or months. process adjustments do take time, besides the fact that children, as entrenched unhealthy practices are rooted out and modified (and, doubtlessly, group of workers changes take place), however many agencies have pronounced massive discounts after their first 12 months.

    To get a stronger thought of what it is going to take to adopt and put in force ITIL, that you can flick thru case reports on the Axelos website. recent case stories consist of groups like Sony and Disney — two groups with big IT operations to control.

    What discounts can i are expecting?

    organisations and public sector companies which have efficiently carried out ITIL most appropriate practices report huge reductions.

    as an instance, in its benefits of ITIL paper, red Elephant reports that Procter and Gamble saved about $500 million over four years by means of decreasing aid desk calls and improving operating processes. Nationwide coverage executed a 40 p.c reduction in device outages and estimates a $four.three million ROI over three years, and Capital One decreased its "company vital" incidents by using ninety two percent over two years. After three years of ITIL implementation, woodland items business MeadWestvaco claimed to have eliminated more than $a hundred,000 yearly in IT upkeep contracts and recognized a ten percent gain in operational stability because of ITIL.

    without purchase-in and cooperation from IT group of workers, however, any implementation is certain to fail. Bringing foremost practices into a firm is as a good deal a PR job as it is a technical activity.

    other criticisms consist of the incontrovertible fact that it’s inconceivable to plan for every failure, experience or incident so it’s now not an actual science. definitely, you received’t be aware of the exact ROI on ITIL except you enforce it inside your firm and use it with ease. in the end, for the reason that ITIL is a framework, it will possibly most effective be as successful as company buy-in enables. Embracing certifications, practising and investing within the shift will aid raise the probabilities of success and mark downs.

    Copyright © 2019 IDG Communications, Inc.


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

    in case you've accomplished your analysis into latest IT certifications, you'll see that suggestions technology Infrastructure Library, or ITIL, is near the correct of many lists. ITIL methods are designed to support groups determine areas where they want growth, featuring vendor-impartial instructions on where to make particular adjustments to in the reduction of costs and raise productiveness.

    for example, you might also use ITIL practices to cut back helpdesk site visitors by using enforcing self-support sections in your company's website or you might also use ITIL guidelines to come to a decision whether whatever thing is achieved in-condo or by way of a third-party.

    bear in mind: ITIL isn't a device but fairly a set of top-quality practices concerning IT service and lifecycle administration.

    The heritage of ITIL

    before we delve into even if remember to put in force ITIL methodologies, let's step again and think about its roots.

    within the Nineteen Eighties, the U.ok.'s govt's vital Communications and Telecommunications company (CCTA) formulated a group of thoughts that was designed to give a "useful, no-nonsense framework for deciding on, planning, providing and assisting IT services to the business."

    ITIL all started as a library including books that discussed selected IT provider management gold standard practices, in accordance with suggestions from the CCTA.

    After its preliminary book version 1 of ITIL consisted of greater than 30 volumes from 1986 to 1996. In 2000/2001, ITIL edition 2 become consolidated into eight units of books that grouped linked method guidelines for the various features of IT, namely functions, purposes and administration. In April of 2001, the CCTA changed into merged into the office of government Commerce (OGC).

    The OGC announced ITIL edition three--now commonplace because the ITIL 2007 edition--in may additionally of 2007. It consisted of 26 approaches and services and contained in five core publications:

    provider method

    provider Design

    service Transition

    service Operation

    chronic carrier improvement

    In July of 2011, ITIL turned into up-to-date again. This update provided additional tips with the definition of formal strategies that have been no longer previously neatly-defined, and corrected a considerable number of errors and inconsistencies that had crept in over the years.

    At this factor, the OGC became now not listed because the proprietor of ITIL, and it turned into consolidated into the cupboard workplace. The 2011 version of ITIL is owned by means of the HM executive. As of January 31, 2012, ITIL certification exams have focused on the ITIL 2011 syllabus (the core ideas of ITIL practices for provider administration), rather than that of the ITIL 2007 edition.

    The ITIL Qualification Scheme and credit score equipment

    The ITIL Qualification Scheme makes use of a modular credit equipment known as the ITIL credit score gadget. All ITIL and ITIL-linked qualifications inside the ITIL credit score system are assigned a particular credit score cost. As these credit are utilized, the applicant qualifies to verify for an improved level of certification. There are five tiers of qualifications within the ITIL Qualification Scheme that encompass here:

    ITIL groundwork, which rankings candidates with 2 credit, incorporates forty multiple-choice questions. No prerequisites are required to take this examination. It offers with key facets, ideas and terminology linked to ITIL carrier lifecycle administration.

    ITIL Intermediate stage, which scores the candidate with 15 or 16 credit, is open to candidates who've already passed the ITIL basis exam and have accomplished an accredited training direction. The intermediate degree contains two aspects: carrier Lifecycle examinations: provider strategy, service Design, service Transition, provider Operation, and persistent carrier improvement as well as carrier capacity examinations: Planning insurance plan and Optimization, unlock handle and Validation, Operational aid and analysis, and service offerings and Agreements.

    ITIL Managing across the Lifecycle (MALC), which rankings the candidate with 5 credit, requires the candidate to have handed the ITIL foundation examination, along with an additional 15 credit from passing ITIL Intermediate assessments, giving them at the least 17 credit in order to take this examination. here's also the gateway examination to achieve ITIL skilled level.

    ITIL skilled level requires the candidate to have accumulated 22 credit which have been gained via passing the ITIL foundation, Intermediate degree and MALC checks.

    ITIL master Qualification requires the candidate to already be ITIL skilled-level qualified. To achieve the ITIL grasp Qualification, candidates have to "clarify and justify how they selected and in my view utilized a number of competencies, ideas, methods and thoughts from ITIL and helping administration suggestions, to achieve desired business consequences in a single or more purposeful assignments."

    When a candidate completes a given level of the ITIL examination, she or he is given the certification and the attributed credits. each level of certification has its own requirements, all of which encompass incomes a selected number of credits.

    ITIL Complementary skills

    fortunately, the ITIL credit score system gives credit for different IT certifications (referred to as ITIL Complementary qualifications) the applicant has passed, together with these:

    issue Analyst, an APMG-foreign qualification teaches candidates the way to prevent complications and incidents from happening. This qualification is value 1.5 credit.

    Lean IT, an APMG-overseas qualification, teaches candidates the way to create a price-oriented, client-centric way of life, whereas getting rid of waste, inflexibility and variability. This qualification consists of 0.5 credits.

    ISO/IEC 20000, an APMG-foreign certificate, makes it possible for agencies to demonstrate excellence and show top-quality follow in IT administration. it's worth 1.5 credit.

    provider Catalogue is an APMG-overseas certification for people that already have an ITIL groundwork certificate. It teaches candidates the way to handle demand, publish and track provider pricing and cost in addition to automate service request administration and success. This qualification is price 1.5 credit.

    IT carrier administration groundwork is an EXIN and Tuev-Sued IT provider management basis in accordance with ISO/IEC 20000. It focuses on the core principles, practices and methods of a high quality method to IT service administration and is price 1 credit.

    certified technique Design Engineer (CPDE), an LCS certification, makes a speciality of the evaluation, design, implementation, integration and management of IT carrier administration tactics. This qualification is worth 1.5 credits.

    BCS specialist skills in IT carrier management covers a vast range of industry practices including ITIL, COBIT, ISO/IEC 20000 and SFIA/SFIA. Six BCS-ISEB expert skills are available: professional certificates in service Desk and Incident management, expert certificates in trade management, professional certificates in service level administration, expert certificate in company Relationship administration, professional certificates in problem administration and professional certificate in organisation administration. each and every certificate earns 1.5 credits.

    Configuration management Database - This APMG-foreign certification, teaches candidates the way to establish, control, file, audit and examine the service assets and CIs of a CMDB, and includes 1.5 credits.

    alternate Analyst is a different APMG-international qualification that teaches candidates how to assess, authorize and control adjustments within an IT service ambiance. This qualification earns 1.5 credit.

    Sourcing Governance groundwork (SGF), an APMG-foreign qualification, teaches the main ideas of Outsourcing and Sourcing Governance and how to observe them. This qualification is price 1 credit.

    BiSL, an APMG-international qualification, makes candidates conventional with a framework that changed into created to establish a company counsel administration area. It also teaches a way to actively manage, hold and help the functionality of suggestions systems. This qualification is worth 0.5 credit.

    ASL2, an APMG-international qualification, makes a speciality of the optimum practices for designing and undertaking useful utility management, including the management, protection and upgrading of applications. This qualification is value 1 credit.

    word: A maximum of six credit from ITIL Complementary qualifications may also be utilized against the ITIL skilled certification.

    The legitimate web site of ITIL features a tool called the ITIL credit Profiler, which helps advantage candidates check the total credit score value they have attained, and gives them with conventional information on additional certificates they can also need to achieve, based on their certain career targets.

    ITIL Certification management Board

    ITIL checks are offered at three stages: foundation, Practitioner and manager. The certifications themselves are managed through the ITIL Certification management Board, or ICMB. initially, the ICMB protected representatives from a lot of overseas corporations, together with the U.k. OGC, APMG, the Stationery workplace (TSO), ITIL Examination Panel and Examination Institutes (EIs).

    In 2006, youngsters, the OGC, which owned the ITIL trademark, turned over the management of the ITIL trademark and the accreditation of examination suppliers to the APM neighborhood. The APMG then shrunk with EXIN, BCS/ISEB, Loyalist Certification capabilities, PeopleCert group and other certification our bodies, accrediting them as the reliable examination our bodies.

    These reputable companies at the moment are able to accredit respectable ITIL practicing providers and present ITIL checks. here is an inventory of authorized ITIL practicing partners as offered by the reputable ITIL web page.

    every authorized certification company uses the same questions, from the same query bank that was developed by the APMG. simplest permitted working towards businesses are allowed to advertise, market and/or convey ITIL certification classes to applicants.

    approved training groups and Examination Institutes

    There are a few permitted practicing organizations (ATOs)--folks that were thoroughly accepted through an accepted Examination Institute)-- that give ITIL certification classes, both online and in person. A full checklist of ATOs is provided here.

    additionally, there are lots of examination institutes (EI) which are permitted by means of APMG. These examination institutes are allowed to provide an ITIL examination scheme through specific permitted practising agencies, and authorised trainers with approved materials. an inventory of legit Examination Institutes (EI) is also supplied by using the authentic ITIL site.

    examine Your ITIL potential on sample tests

    earlier than taking any of the ITIL checks, be sure you be able to flow any of the pattern ITIL checks that can be found online. additionally, that you could down load a sample ITIL exam from the reliable ITIM site in PDF form.

    a listing of online ITIL sample exams can also be discovered here.

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

    Android (free)

    iOS ($9.ninety nine)

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    what is ITIL? IT Infrastructure Library definitions and... | killexams.com Real Questions and Pass4sure dumps

    what's ITIL?

    The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of optimal practices for providing IT features. The ITIL has undergone a couple of revisions in its history and currently comprises five books, every masking a number of processes and stages of the IT carrier lifecycle. The ITIL, presently ITIL v3, specializes in company and IT integration, and ITIL certifications can be earned at 5 tiers. ITIL’s systematic method to IT carrier management can aid companies manage chance, fortify client relations, establish reasonably priced practices, and build a stable IT ambiance that allows for for increase, scale and alter.

    Developed by using the British government's imperative desktop and Telecommunications company (CCTA) during the Eighties, the ITIL first consisted of more than 30 books, developed and released over time, that codified most suitable practices in suggestions expertise gathered from many sources (together with companies' top-quality practices) all over. IBM, for example, says that its 4-extent collection on programs-management ideas, A administration equipment for assistance programs, general because the Yellow Books, provided a must-have input into the customary ITIL books.

    In April 2001, CCTA, along with a few different agencies, had been rolled into the office of govt Commerce (OGC), which is now accepted because the cabinet workplace. The OGC adopted the venture as part of its mission to work with the U.ok. public sector as a catalyst to achieve effectivity, cost for funds in industrial activities, and enhanced success in the delivery of programs and projects.

    The purpose wasn't to create a proprietary product that can be commercialized; rather, it turned into to gather choicest practices that may support with what the executive identified turned into an increasing dependence in the government on IT mixed with a painful lack of usual tactics that were increasing fees and permitting errors to perpetuate. It at once grew to become apparent that distributing these premiere practices would income both public and private-sector groups.

    over the years, the ITIL's credibility and utility became identified, and in 2005 it’s practices contributed to and aligned with the ISO/IEC 20000 service management average, the primary international ordinary for IT carrier administration; it is in response to British general BS15000.

    due to the fact that 2013, ITIL is owned by using Axelos — a joint venture between the cabinet workplace and Capita. Axelos offers agencies the license to use the ITIL framework, whereas managing updates and procedure changes. despite the fact, to make use of ITIL internally, companies shouldn't have a license. probably the most fresh version of ITIL turned into launched in 2011, under the cupboard office, bringing updates to the 2007 edition published below OGC.

    What's within the ITIL?

    The ITIL has passed through a couple of revisions in its background. The long-established 30 books of the ITIL have been first condensed in 2000 (when ITIL V2 became launched) to seven books, each wrapped round a facet of IT management:

  • provider assist
  • carrier start
  • Planning to put in force carrier management
  • ICT Infrastructure administration
  • purposes administration
  • protection administration
  • The business standpoint
  • the next ITIL Refresh assignment in 2007 consolidated the ITIL to five volumes which include 26 method and services — this is noted as the ITIL 2007 version. In 2011, an extra update — dubbed ITIL 2011 — turned into published below the cabinet office. The five volumes remained, and ITIL 2007 and ITIL 2011 are very equivalent. basically, those licensed for ITIL 2007 edition weren’t required to retake or redo ITIL certification checks or finished a bridge examination to ITIL 2011. also, all prior ITIL V2 certifications remained valid, despite being phased out.

    each and every core book comprises counsel on equipment, recommending which techniques make experience to automate, and suggesting criteria to make use of when deciding on a device.

    The ITIL 2007 version and ITIL 2011 comprise five volumes, every overlaying distinctive tactics and ranges in the provider lifecycle. These encompass:

  • ITIL service strategy: Helps companies strengthen organizational desires and pursuits to prioritize consumer wants.
  • approach administration for IT capabilities
  • carrier portfolio administration
  • monetary administration for IT services
  • Demand administration
  • company relationship management
  • ITIL carrier Design: presents a methodology to build a plan to convey on established company ambitions the usage of RACI matrix, which stands for dependable, responsible, consulted and recommended.
  • Design Coordination
  • provider catalogue management
  • carrier-degree management
  • skill administration
  • IT provider continuity administration
  • security management
  • service provider administration
  • ITIL service Transition: makes a speciality of the mission construction and operational use of services, atmosphere it aside from every day IT renovation.
  • Transition planning and support
  • change management
  • provider asset and configuration management
  • unencumber and deployment administration
  • service validation and testing
  • alternate assessment
  • talents management
  • ITIL carrier Operation: offers most useful practices for meeting provider expectations with conclusion-clients, balancing cost and discovering any issues. This volume is damaged into two sections – process and features, every with their personal subcategories.  
  • procedures
  • experience administration
  • access management
  • Request fulfilment
  • issue administration
  • Incident administration
  • services
  • service desk
  • Technical administration
  • utility management
  • IT Operations management
  • ITIL persistent provider development: achieves capabilities incremental and large-scale advancements the usage of a seven-step procedure. The seven steps encompass:
  • establish the approach for improvement
  • define what you'll measure
  • collect the information
  • method the facts
  • Analyze the assistance and data
  • present and use the information
  • implement development
  • in response to the authentic web site, the alterations to ITIL are as follows:

  • the place V2 stated company and IT alignment, V3 emphasizes enterprise and IT integration.
  • the place V2 referred to value chain administration, V3 emphasizes cost network integration.
  • the place V2 referred to linear provider catalogues, V3 emphasizes dynamic carrier portfolios.
  • where V2 spoke of assortment of built-in methods, V3 emphasizes holistic carrier administration lifecycle.
  • ITIL V3 also offers much more "how-to" assistance to help in using the highest quality practices.

    How do I put ITIL into observe?

    The ITIL is a collection of books, however only going on a studying binge may not increase your IT operations. First, you ought to wrap your brain around the ideas after which get personnel purchase-in. Getting some IT personnel to adopt new strategies can be like herding cats, however there are tools that may aid.

    together with the ITIL comes a whole suite of consulting, training and certification capabilities. From the early 1990s, certifications have been administered through two unbiased bodies: EXIN and ISEB, reckoning on your area. both our bodies formed an alliance at the conclusion of 2006 to further IT service administration.

    since 2014, Axelos is the proprietor of the ITIL personnel certification and exams are administered by using permitted working towards groups (ATOs). Accreditations are administered by means of Strategic Examination Institutes (EIs). EIs should be accepted without delay by Axelos with a purpose to present accreditation to ATOs.

    before enforcing ITIL at your organizations, there are a number of questions make sure you answer, akin to what issues your organization is trying to solve and what's your path to persistent carrier growth.

    For a deeper examine inserting ITIL into apply, see "7 inquiries to ask earlier than imposing ITIL" and "the way to get began with ITIL."

    what's ITIL certification and is it value it?

    The ITIL certification scheme comprises 5 tiers: groundwork, Practitioner, Intermediate, skilled and master. each stage demonstrates a higher depth of skills and understanding of ITIL.

    ITIL certification, or at the least the path of analyze resulting in it, can prepare IT group of workers and management to make use of the practices described in the ITIL. It offers the primary vocabulary (a "issue" and an "incident" are two different things in ITIL-speak, for instance) that makes it possible for group of workers to speak accurately and to unravel considerations greater quickly.

    The usual vocabulary by myself is often price the cost of admission. consider how commonly miscommunication delays or torpedoes options to complications when two events — both satisfied that they have in mind the same instructions — head off in opposite instructions.

    When, as an example, you might be merging IT departments and infrastructures after an acquisition or dealing with a overseas outsourcer, getting all group of workers to comprehend what you desire — and to be aware every different — is half the combat.

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

    How can ITIL enhance my business's business efficiency?

    A smartly-run IT corporation that manages possibility and continues the infrastructure buzzing no longer best saves funds, but it surely additionally makes it possible for the company people to do their jobs more quite simply. as an instance, brokerage firm Pershing reduced its incident response time by way of 50 p.c in the first year after restructuring its carrier desk in accordance with ITIL guidelines, allowing users with issues to get again to work a great deal more directly.

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

  • decreased IT costs
  • improved IT features by using proven most advantageous practice methods
  • more desirable consumer pride through a greater knowledgeable method to service start
  • requisites and suggestions
  • enhanced productiveness
  • superior use of skills and adventure
  • superior delivery of third-celebration services during the specification of ITIL or BS15000 as the common for provider beginning in services procurements
  • in accordance with Axelos, ITIL can additionally aid companies improve services by:

  • assisting businesses manipulate possibility, disruption and failure
  • strengthening customer members of the family via “providing efficient services that meet their wants”
  • establishing inexpensive practices
  • building a good atmosphere that still allows for for growth, scale and alter.
  • For a deeper examine a way to get probably the most from ITIL, see "5 steps to a hit ITIL adoption."

    what's going to ITIL cost?

    Getting began contains the purchase of the ITIL either as hardcopy, PDF, ePub or via an internet subscription without delay from Axelos. Then there is the can charge of training, which fluctuates every 12 months. The path leading to the initial basis certificates usually runs for 2 days, and lessons resulting in better certifications can also be every week or more.

    Add to that the inevitable can charge of re-engineering some procedures to comply with ITIL instructions, and adjustment of support desk or other application to seize the counsel you need for monitoring and generating metrics.

    there is, by the way, no such component as "ITIL-compliant" utility; the ITIL is a framework, now not a typical. Some aid desk and management application has been engineered with ITIL practices in intellect, although, and so will lend themselves enhanced to groups working in the framework.

    Examples of software and functions designed with ITIL and ITSM in intellect encompass:

  • Samange: presents service desk automation with the ITIL framework in mind
  • InvGate provider Desk: a web-based ITIL-ready provider that boasts a user-pleasant interface
  • ManageEngine ServiceDesk Plus: internet-based mostly help desk and asset administration utility this is attainable in an ITIL version
  • vision Helpdesk: A multifunction provider desk answer with ITIL integration
  • How long will an ITIL task take?

    ITIL isn't a "venture"; it be an ongoing journey to improve IT service administration. top of the line practices need to be baked into everything, and that they should evolve as the enterprise evolves. With IT body of workers buy-in, adjustments can start as soon as staff are informed, and a few results should be apparent inside weeks or months. system alterations do take time, however, as entrenched dangerous practices are rooted out and modified (and, doubtlessly, team of workers adjustments occur), but many corporations have reported substantial rate reductions after their first 12 months.

    To get an improved idea of what it will take to undertake and enforce ITIL, that you would be able to browse through case stories on the Axelos web page. contemporary case reports encompass corporations like Sony and Disney — two companies with massive IT operations to control.

    What mark downs am i able to predict?

    businesses and public sector companies that have effectively carried out ITIL ultimate practices record huge discount rates.

    for example, in its advantages of ITIL paper, crimson Elephant studies that Procter and Gamble saved about $500 million over 4 years via reducing help desk calls and improving working approaches. Nationwide coverage carried out a forty percent discount in device outages and estimates a $four.three million ROI over three years, and Capital One reduced its "company important" incidents by 92 percent over two years. After three years of ITIL implementation, forest items company MeadWestvaco claimed to have eliminated greater than $a hundred,000 annually in IT maintenance contracts and recognized a ten p.c benefit in operational balance due to ITIL.

    with out purchase-in and cooperation from IT body of workers, although, any implementation is bound to fail. Bringing premier practices into a firm is as tons a PR job as it is a technical endeavor.

    different criticisms include the fact that it’s unattainable to devise for every failure, adventure or incident so it’s now not an accurate science. in reality, you won’t know the actual ROI on ITIL except you put in force it inside your corporation and use it conveniently. ultimately, since ITIL is a framework, it could possibly simplest be as a hit as corporate purchase-in allows for. Embracing certifications, practicing and investing in the shift will help increase the possibilities of success and rate reductions.


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    ITIL Foundation(2011)

    Pass 4 sure EX0-117 dumps | Killexams.com EX0-117 real questions | [HOSTED-SITE]

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

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

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

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

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

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


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

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

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

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

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

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


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

    What is ITIL?

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

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

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

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

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

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

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

    What's in the ITIL?

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

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

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

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

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

    How do I put ITIL into practice?

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

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

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

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

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

    What is ITIL certification and is it worth it?

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

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

    Modules include:

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

    Modules include:

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

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

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

    How can ITIL improve my company's business performance?

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

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

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

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

    What will ITIL cost?

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

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

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

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

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

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

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

    What savings can I expect?

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

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

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

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

    Copyright © 2019 IDG Communications, Inc.



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