|Exam Name||:||ITIL Foundation Certificate in IT(R) Service Management|
|Questions and Answers||:||162 Q & A|
|Updated On||:||February 21, 2019|
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ISEB-ITILV3F exam Dumps Source : ITIL Foundation Certificate in IT(R) Service Management
Test Code : ISEB-ITILV3F
Test Name : ITIL Foundation Certificate in IT(R) Service Management
Vendor Name : ISEB
Q&A : 162 Real Questions
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The counsel know-how Infrastructure Library (ITIL) is a set of ideas and innovations for managing counsel expertise (IT) infrastructure, building, and operations. ITIL® is the most widely authorized strategy to IT provider management on earth.
ITIL certifications are among the many most well-liked within the IT industry.
The EXIN and ISEB administers the exams and award qualifications at foundation, Practitioner and manager/Masters stage in ‘ITIL provider management’, ‘ITIL application management,’ and ‘ICT Infrastructure administration’ respectively.
every version of ITIL (version 1 & 4) has three corresponding certification classes.
The groundwork certificate: Covers understanding of ITIL terminology, TIL philosophy & heritage, imparting basis advantage about carrier support and service birth.
The Practitioner certificates: knowing and application of the certain techniques.
The manager’s certificate: Is aimed for skilled authorities, worried in managing provider management services.
here is a list of properly 5 ITIL practising institutes in India
#1 KPMG’s ITIL® practising and Certification direction
The ITIL® course from KPMG encompass the following lessons with assessments:
· ITIL® foundation knowing of the ITIL® framework and the methods
· ITIL® intermediate Modules covering service management ideas in detail
· ITIL® MALC Managing across the Lifecycle (MALC) is the final step for IT professionals before entering knowledgeable level where they can help end to end service delivery with the aid of bridging diverse provider existence cycle degrees.
· ITIL® skilled A candidate can attain the ® expert level by using gathering at least 22 credit points, beginning with the groundwork direction, moving on to intermediate lessons, and eventually the MALC.
length and price: For distinctive assistance please down load counsel from KPMG web page.
cost Of The Institute: KPMG’s has greater than two many years of journey within the IT advisory, consulting, evaluation and practicing in India and Internationally for leading practices like ITIL®, ISO/IEC 20000TM, COBIT® and CMMI®SVC.
price Of The certificate: lifestyles-long validity of the certificate. diverse choices exam wherein candidate must ranking 26/forty (sixty five%) to flow the basis examination.
# 2 QAI world Institute ITIL® basis training and certification: It’s a 2 day classroom practising application followed with the aid of the exam.
The course is aimed at elevating contributors understanding and competence in IT service management in accordance with ITIL® carrier approach, carrier Design, service Transition, ITIL® carrier Operation, chronic provider improvement.
length and payment: 2 days — practicing price is blanketed within the Examination payment of Rs 16,500
school: experienced & licensed trainers.
price Of The certificates: life-long validity of certificates. distinctive option exam A candidate should rating 26/40 (65%) to pass the groundwork examination.
value Of The Institute: QAI global Institute, provides fine assurance services and practising throughout 15 countries. QAI is accepted by using APMG as an ATO for ITIL® practicing.
#three AXELOS® ATO The AXELOS® ATO offers top of the line price lecture room courses in response to modular constitution application that progresses from basis to Practitioner, and on to Intermediate, skilled and Masters degree.
length and price: should contact individual channel companions to discover greater about the period and charge.
school: AXELOS has added a Strategic accomplice Scheme for working towards and examination.
cost Of The certificates: distinctive option exam wherein a candidate should rating 28/forty (70%) to pass the groundwork exam
price Of The Institute: AXELOS’ gold standard follow suggestions and certifications, developed over 30 years in partnership with govt, business and academia purchasers who use the AXELOS portfolio encompass a big number of the world’s most identified brands
# four APTRON Delhi, identified among the many proper ten ITIL training institutes in Delhi, has training module for newcomers, intermediates, and consultants. From online school room to fast-tune & one-to-one lecture room, ITIL practicing is supplied all through weekdays and weekends and quickly tune.
path length and price:
· typical track is a 45–60 days application with 2 hours reside classroom session
· Weekend music is for eight Weekends with 2 hours are living classroom session
· speedy- song is a 5days application with 6+ hours live classroom session
* deserve to contact the institute for payment constitution of different courses
college: Trainers are trade-experts possessing greater than a decade event in practicing.
price Of The Institute: APTRON Delhi has a modern lab outfitted with newest instruments that helps contributors in having an intensive palms-on event via reside projects. They also give individuals with true-time projects along with placement tips.
# 5 Seedworkshops SEED workshops is a certified practising organization and certified examination organization by way of PEOPLECERT® for ITIL® groundwork and Intermediate degree.
direction length and price:
1 Day / eight hours of instructor Led lecture room practicing and a charge of Rs 15,000
faculty: Trainers have prosperous experience in Manufacturing & IT/PM.
price Of The certificate: PEOPLECERT accredited Courseware. distinctive alternative examination in which a candidate needs to rating 26/forty (65%) to move the foundation exam.
cost Of The Institute: SEED is the area’s accurate IT and expert skill building working towards company, with over 500,000+ specialists knowledgeable globally.
· relied on by the Fortune 500 corporations as their getting to know company
· Over 250+ certified and experienced trainers habits training’s for a considerable number of courses across the globe.
· one hundred% delight and 85%Ssuccess rate for all international Certification.
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The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of most effective practices for delivering IT functions. ITIL has undergone a couple of revisions in its history and presently comprises 5 books, every overlaying a number of processes and stages of the IT carrier lifecycle. ITIL’s systematic approach to IT service management can help corporations manage possibility, reinforce consumer relations, establish cost effective practices, and build a solid IT atmosphere that allows for for boom, scale and change.
Developed via the British govt's significant computing device and Telecommunications company (CCTA) all the way through the 1980s, the ITIL first consisted of more than 30 books, developed and launched over time, that codified greatest practices in suggestions expertise accumulated from many sources (together with vendors' gold standard practices) worldwide. IBM, for example, says that its four-volume sequence on techniques-management ideas, A administration system for advice techniques, standard because the Yellow Books, offered a must have enter into the original ITIL books.
In April 2001, CCTA, together with a couple of different businesses, had been rolled into the workplace of government Commerce (OGC), which is now standard as the cupboard office. The OGC adopted the venture as part of its mission to work with the U.ok. public sector as a catalyst to obtain efficiency, price for cash in industrial activities, and enhanced success in the delivery of classes and tasks.
The goal wasn't to create a proprietary product that could be commercialized; rather, it was to collect finest practices that might help with what the government diagnosed turned into an expanding dependence inside the govt on IT mixed with a painful lack of general approaches that were expanding fees and permitting blunders to perpetuate. It right away became obvious that distributing these surest practices would earnings both public and personal-sector agencies.
over the years, ITIL's credibility and utility grew to be recognized, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 provider management regular, the first overseas usual for IT service administration; it is according to British standard BS15000.
on account that 2013, ITIL is owned by way of Axelos — a joint venture between the cabinet office and Capita. Axelos offers organizations the license to use the ITIL framework, while managing updates and procedure changes. besides the fact that children, to make use of ITIL internally, companies should not have a license. ITIL v3 became launched in 2011, beneath the cabinet office, bringing updates to the 2007 version published beneath OGC.
In 2018, Axelos announced ITIL 4 – an incredible overhaul to the entire framework and the biggest alternate due to the fact that ITIL v3 turned into published in 2007. ITIL 4, which began rolling out in Q1 of 2019, offers a more agile, flexible and customizable edition of ITIL that is up-to-date for contemporary companies. The newest edition encourages less siloes, more collaboration, communication across the whole enterprise and integrating agile and DevOps into ITSM options.What's within the ITIL?
The ITIL has undergone several revisions in its history. The fashioned 30 books of the ITIL have been first condensed in 2000 (when ITIL V2 was launched) to seven books, every wrapped round a facet of IT management. Later, the ITIL Refresh venture in 2007 consolidated the ITIL to five volumes inclusive of 26 manner and features – this is stated because the ITIL 2007 edition. In 2011, another replace — dubbed ITIL 2011 — turned into published under the cabinet workplace. The 5 volumes remained, and ITIL 2007 and ITIL 2011 remained equivalent.
ITIL four, which turned into launched in 2019, keeps the same focal point on automating processes, enhancing service management and integrating the IT department into the business. despite the fact, it additionally updates the framework to accommodate and reply to up to date technology, tools and utility. when you consider that ITIL’s closing replace, the IT department has grown to become crucial to each business and the brand new framework comprises this by being more agile, flexible and collaborative.
ITIL four includes nine guiding ideas that were adopted from the most contemporary ITIL Practitioner examination, which covers organizational trade management, conversation and size and metrics. These principles encompass:
The newest version of ITIL focuses on business lifestyle and integrating IT into the normal company structure. It encourages collaboration between IT and different departments, certainly as different company contraptions increasingly depend on expertise to get work accomplished. ITIL 4 additionally emphasizes consumer comments, considering the fact that it’s less complicated than ever for groups to take into account their public belief, client pride and dissatisfaction.
For more information on the advantages of the newest edition of ITIL, see “ITIL 4: ITSM receives agile.”How do I put ITIL into observe?
ITIL is a set of e-books, however in simple terms happening a reading binge may not improve your IT operations. First, you have to wrap your brain across the concepts and then get body of workers buy-in. Getting some IT personnel to undertake new processes may also be like herding cats, but there are equipment that may help.
together with the ITIL comes an entire suite of consulting, practising and certification services. From the early Nineties, certifications had been administered through two independent our bodies: EXIN and ISEB, counting on your area. both bodies shaped an alliance on the end of 2006 to additional IT provider management.
on the grounds that 2014, Axelos is the proprietor of the ITIL personnel certification and checks are administered by accredited working towards organizations (ATOs). Accreditations are administered by means of Strategic Examination Institutes (EIs). EIs need to be accepted at once by using Axelos with a purpose to offer accreditation to ATOs.
earlier than imposing ITIL at your groups, there are a couple of questions remember to reply, such as what problems your corporation is making an attempt to solve and what is your route to chronic provider development.
For a deeper study putting ITIL into practice, see "7 questions to ask before implementing ITIL" and "how to get all started with ITIL."what is ITIL certification and is it price it?
The ITIL v3 certification scheme prior to now consisted of five tiers: groundwork, Practitioner, Intermediate, professional and grasp. every level required an improved depth of advantage and figuring out of ITIL. The certification scheme below ITIL 4 has been streamlined to consist of the ITIL groundwork and the ITIL grasp tests. The ITIL groundwork exam has two paths, ITIL Managing skilled (MP) or ITIL Strategic chief (SL), which each and every have their own modules and tests.
The ITIL Managing expert (MP) examination is designed for IT practitioners who are worried with technology and digital teams throughout the company, now not just within the IT department. This course will teach professionals every little thing they deserve to find out about running a hit IT projects, teams and workflows.
The ITIL Strategic chief (SL) exam is designed for people that contend with “all digitally enabled capabilities,” and not simply people that fall beneath IT operations. This direction focuses on how know-how directs business method and the way IT performs into that.
both paths can result in the ITIL grasp examination, which is the optimum degree of certification you can achieve with ITIL 4.
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 proceed the path towards ITIL grasp.
For in-depth evaluation of ITIL certification, see "What ITIL certifications mean to your IT management practices."How can ITIL improve my enterprise's enterprise efficiency?
A smartly-run IT organization that manages risk and keeps the infrastructure buzzing now not best saves cash, however additionally makes it possible for the company individuals to do their jobs extra readily. for instance, brokerage firm Pershing reduced its incident response time with the aid of 50 % within the first yr after restructuring its carrier desk in accordance with ITIL instructions, allowing users with issues to get returned to work a whole lot extra without delay.
ITIL gives a systematic and skilled strategy to the administration of IT provider provision, and presents here benefits:
in keeping with Axelos, ITIL can also assist groups increase functions via:
For a deeper study a way to get probably the most from ITIL, see "5 steps to successful ITIL adoption."what is going to ITIL can charge?
Getting all started contains the purchase of the ITIL either as hardcopy, PDF, ePub or via a web subscription without delay from Axelos. Then there is the can charge of coaching, which fluctuates each and every 12 months. The course resulting in the preliminary groundwork certificate usually runs for two days, and courses leading to larger certifications may also be per week or more.
Add to that the inevitable can charge of re-engineering some techniques to agree to ITIL instructions, and adjustment of support desk or other application to catch the counsel you want for monitoring and producing metrics.
there is, by the way, no such aspect as "ITIL-compliant" software; the ITIL is a framework, not a common. Some help desk and management utility has been engineered with ITIL practices in intellect, besides the fact that children, and so will lend themselves better to teams working in the framework.
Examples of utility and services designed with ITIL and ITSM in mind include:
ITIL isn't a "task"; it be an ongoing adventure to increase IT service administration. optimal practices must be baked into every thing, and they ought to evolve as the enterprise evolves. With IT body of workers purchase-in, adjustments can start as soon as team of workers are trained, and some effects should still be apparent within weeks or months. manner adjustments do take time, however, as entrenched bad practices are rooted out and modified (and, probably, staff adjustments ensue), but many agencies have mentioned large discounts after their first year.
To get a higher concept of what it will take to undertake and put in force ITIL, which you could browse through case reports on the Axelos website. recent case stories encompass corporations like Sony and Disney — two corporations with huge IT operations to manipulate.What mark downs am i able to expect?
firms and public sector companies that have effectively applied ITIL most fulfilling practices document large savings.
as an example, in its advantages of ITIL paper, pink Elephant experiences that Procter and Gamble saved about $500 million over 4 years by way of cutting back aid desk calls and improving working procedures. Nationwide insurance done a forty percent discount in device outages and estimates a $4.3 million ROI over three years, and Capital One reduced its "business important" incidents by using ninety two percent over two years. After three years of ITIL implementation, wooded area items enterprise MeadWestvaco claimed to have eradicated greater than $100,000 annually in IT renovation contracts and recognized a 10 percent gain in operational stability thanks to ITIL.
with out buy-in and cooperation from IT workforce, despite the fact, any implementation is certain to fail. Bringing optimum practices into an organization is as a great deal a PR job as it is a technical exercise.
other criticisms consist of the indisputable fact that it’s inconceivable to plan for every failure, experience or incident so it’s not an actual science. really, you won’t be aware of the actual ROI on ITIL except you put in force it within your firm and use it comfortably. in the end, considering ITIL is a framework, it may only be as a hit as corporate purchase-in enables. Embracing certifications, working towards and investing within the shift will aid raise the possibilities of success and reductions.
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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:
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.
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.
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:
According to Axelos, ITIL can also help businesses improve services by:
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:
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.
ITIL outlines processes and practices for efficient, cost-effective and business-centric IT service management...
Although numerous paradigms exist, the IT Infrastructure Library (ITIL) has emerged as one of the best-known and widely practiced approaches for IT Service Management (ITSM). ITIL service management comprises an established set of processes, procedures and tasks that help IT organizations deliver and manage computing services to the business. ITIL publications, under Crown Copyright, form the foundation for international standard ISO/IEC 20000.
Following ITIL procedures and processes allows an organization to shape a data center that complements business strategies. Targeted data center investments add value to the enterprise by creating a foundation for planned IT activities, ensuring compliance and performing with measurable, ongoing improvement.
ITIL does not detail specific data center technologies or discuss deploying or managing particular technologies. It is business- and technology-agnostic, so it addresses the widest possible range of business sizes and product choices. For example, ITIL discusses outsourcing to service providers and offers a means to evaluate the financial implications of outsourcing, but does not dictate how to interact with specific outsourcing providers.ITIL 2011 service management
Each ITIL revision aims to improve the logical organization and business relevance of the service management approach.
The ITIL 2011 edition covers 26 processes spread across five principle publications that discuss strategy, design, transition, operation and improvement.
The Service Strategy publication tackles a market-driven approach to providing IT services. It describes a range of management processes that help businesses make the best outsourcing decisions with the best financial benefits.
The Service Design publication shows how planned IT services affect the larger business. It covers IT services design practices and technology service delivery, as well as service management tools, ITIL service support processes, and the supply chain supporting the service. Specific management processes include service-level, availability, capacity and security management.
The Service Transition publication explains processes that translate business needs into actual IT services. ITIL service management dictates that you approach these translations as projects, and the Service Transition publication covers how to manage changes to the business environment. Transitions include change management, asset and configuration management, software release or deployment management, service testing and so on.
The Service Operation publication provides a series of practices to help organizations deliver the required service levels to employees, partners and customers -- the part of the ITIL lifecycle where IT actually delivers value. ITIL service practitioners learn how to handle events and incidents, fulfill requests, manage problems and ensure identity security.
The Continual Service Improvement publication helps organizations identify where service changes are needed and adjust services to changing business needs on an ongoing basis -- all while maintaining control and measuring the effects of their changes. This involves defining measurement points and then gathering, processing and analyzing the data. When improvement is needed, the IT team implements changes, evaluates the effect and, from that data, formulates more changes. It's an ongoing process.Training and certification for ITIL
ITIL practitioners require formal certification, which is managed by the ITIL Certification Management Board and administered commercially by the APM Group Limited. Exam providers include Peoplecert, Pearson VUE, Prometric and many others.
ITIL 2007 and 2011 versions use four levels of certification, based on credits: Foundation, Intermediate, Expert and Master. A candidate that passes the basic exam receives a Foundation certification and two credits.
Candidates seeking Intermediate ITIL certification must pursue a selection of lifecycle modules (three credits each) or capability modules (four credits each) to reach the 16 credits.
Expert-level ITIL certification requires a minimum of 22 credits from various Intermediate modules, including an additional five credits earned from a comprehensive "Managing across the Lifecycle" exam.
A Master-level ITIL certification is more evaluation-based, requiring Expert ITIL certification and at least five years of experience in a high-level ITSM role.
Numerous training companies offer a combination of written, online, live classroom and other resources to prepare for the ITIL exam. The amount of time and effort that goes into an ITIL certification varies dramatically depending on the type of learning vehicles and the personal attention devoted to the effort.
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