|Exam Name||:||Foundation Certificate in Project(R) Management|
|Questions and Answers||:||625 Q & A|
|Updated On||:||February 15, 2019|
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master the challenge administration approaches required to effectively manage your projects, learn the way to manage the venture constraints, improve a stakeholder map and control project hazards. be part of us within the upcoming on-line course valuable task management for development agencies and NGOs.
About this course:An superior level, fingers-on route, in an effort to give you the potential to make certain your tasks are accomplished on time and on budget whereas satisfying the needs of stakeholders. you'll benefit a robust working knowledge on the nine approaches of task administration, and be in a position to immediately use that capabilities to conveniently manipulate your undertaking. participants will work on a case examine to complete all workout routines.
AudienceThis path is designed for all people that wish to delivery a profession in development challenge management, together with professionals wishing to improve their advantage and potential. a fantastic direction for team members, managers of task managers and students of project management. contributors to our lessons come from a variety of constituents of the area; NGOs, universities, social development institutions, international construction and reduction corporations.
ObjectivesUpon successful completion of the useful mission administration online course contributors will: have in mind the nine procedure areas of project administration, comprehend the steps required to devise and manipulate each venture administration system and use the fundamental planning and monitoring documents of a project.
RequirementsThere are not any necessities to take this route, youngsters the college students will advantage in the event that they know the type of labor that occurs in development businesses and building projects, or had some event working on a assignment. college students should have a good information superhighway connection, Adobe Reader of their computer systems as well as MS office to work on the route assignments.
CertificationParticipants that correctly comprehensive the direction requirements will receive a broadcast certificates final touch mailed by way of first class mail at no further charge. This direction is a part of the certification program CDPM (licensed development task supervisor). For more tips about this program please seek advice from our website at www.pm4dev.com/elearn/cdpm.html
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This practising can also be customized to your institution upon request. that you would be able to have it delivered your preferred place. For extra inquiries, please contact us at our electronic mail: practising @pm4dev.com
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In 2014 and 2015, chinese language real estate development business Z&L homes jumped into the California market with a splash, occurring a buying spree that could ultimately include 12 housing websites in the Bay area and los angeles that, when constructed out, would yield three,400 condos.
The portfolio of effective land — lots of the parcels had already been accepted for building — covered San Francisco websites in the Transbay enviornment, Hayes Valley, Mid-Market and South of Market. It contained 4 websites in San Jose, together with the 643-unit Silvery Towers development downtown and two high-rises with 708 condos on the former Greyhound bus storage yard.
there were additional websites in los angeles, Santa Clara and Marin County. Z&L homes, a U.S. spin-off of the chinese language tremendous R&F houses, became “destined to become California’s premier condo developer,” the business website pointed out on the time.
That hasn’t exactly came about. instead, years after the sites had been bought, none of the tasks has been achieved, and a few have been derailed via proceedings, can charge overruns and building code violations. One project has been delayed since it is no longer economically feasible. another become all started in September 2017 and then construction become shut down after the web page had been excavated. an additional has been beneath building for five years — thrice longer than it's going to have taken — and still isn't finished.
At a time when the city is facing a historic housing scarcity, the difficulties that Z&L residences has encountered illustrate the challenges many builders are grappling with. building expenses, which have doubled considering that Z&L bought most of its websites, are too excessive to make some tasks economically conceivable.
Lenders have develop into more conservative, requiring developers to make investments a lot more of their personal money before a personal loan is accredited. San Francisco’s let manner is notoriously slow, with projects stalling for months between the department of constructing Inspections and other agencies that need to log off on plans, together with Public Works and the fire branch.
but Z&L’s rocky entry into the realm of Bay area construction additionally indicates the rude awakening that some chinese language builders have experienced in San Francisco, the place the planning and building requirements are way more restrictive than in their home country boomtowns. The problem is made worse with the aid of govt restrictions on funding cash leaving China.
555 Fulton St., a 139-unit condominium constructing in Hayes Valley, has been below building for essentially five years, three times longer than it will continuously take to build 4 reports of condos above retail.
right through that time Z&L has run afoul of city planners, neighbors and elected officers. Dozens of patrons who had signed up for instruments walked away, as did its anchor retail tenant, grocer New Seasons of Oregon. Dozens of complaints concerning the undertaking were filed with the city’s department of constructing Inspection, most of them alleging that the developer consistently begun building work as early as 5:15 a.m. — well before the city’s criminal start time of seven a.m.
plenty of the delay was led to with the aid of the developer redesigning the building’s exterior, devoid of metropolis permission, after it had been accepted. The builder turned into forced to go returned to the approved — and more high priced — glass exterior, which led to more than a 12 months of delays.
Robert Buckner, chief monetary officer of Z&L houses, talked about the project is “finalizing development” and the developer hopes to get its transient certificates of occupancy via the conclusion of March, “weather permitting.” He spoke of Z&L is negotiating with a new grocer and that he expects a hire to be signed this quarter.
but within the traumatic world of San Francisco politics, it might no longer be that handy. the new grocer will need to flow muster with the local and decide to the equal requirements that New Seasons did — namely, providing what the metropolis defines as competitively priced groceries — and additionally to hiring locally, District five Supervisor Vallie Brown noted.
Brown noted the developer should still no longer get its temporary certificates of occupancy except a rent has been signed for a cheap grocery store. Mayor London Breed, who represented the nearby earlier than she was elected mayor, had worked to deliver a full-carrier food market to the nearby, recruiting New Seasons to the web page and sponsoring legislations that exempted the property from a legislations that bans retail chains in Hayes Valley.
Brown said that the exception granted to the ban on method retail — in essence, chain outlets — has expired and that she wishes to look a food market lease and the challenge completed earlier than it's renewed.
“they have been so tough to work with — the exemption (to the chain save ban) has been our bargaining tool,” Brown pointed out. “It’s been a struggle, and we're waiting to peer what happens.”
Hayes Valley local affiliation President Gail Baugh also mentioned the city should no longer provide the developer a short lived certificate of occupancy if there is no take care of a grocer. After more than five years of tolerating noisy development and losing valuable highway parking, the residents aren't prone to supply Z&L the benefit of the doubt.
“we now have been counseled a couple of times of deadlines, and none of them are ever met,” she noted. “We have been instructed the building would be achieved with the aid of closing September. We have been informed there can be a lease with a new food market. We don’t agree with or believe this developer to follow via on guarantees they make to the group.”
no longer far from 555 Fulton St. is another a further Z&L-owned web page: 1554 Market St., simply west of Van Ness Avenue. There Z&L excavated a foundation in September 2017, best to all of sudden halt construction as a result of, the business now says, costs came in $10 million over past estimates.
“The project lamentably grew to be economically unfeasible, and no lender would fund it,” spoke of Buckner, who brought that the group is in talks with a brand new contractor that “has are available in with a extra affordable building price range.”
construction charges in San Francisco have greater than doubled in 5 years — the ordinary cost of constructing a brand new home in San Francisco is now more than $seven hundred,000, and it is even bigger for prime-upward thrust constructions just like the 325 Fremont St. assignment, which is authorised for 118 condominiums in 25 experiences. whereas the constructing enable for that venture became acquired in September 2017, it doesn’t work economically now and there is no timetable to birth building, Buckner said. presently, it’s a vacant lot.
The giant increases in development expenses have some distance outpaced the quantity that builders can move on to individuals who purchase the brand new contraptions, Buckner observed. “These can charge raises have caused tasks that as soon as penciled out simply a number of years in the past to be put on dangle.”
Darlene Chiu Bryant, government director of ChinaSF, a gaggle that works in partnership with metropolis government to connect chinese language and American buyers, observed Z&L residences’ complications stem from a mixture of dangerous counsel, dangerous timing and cultural variations.
“the vast majority of the chinese language developers were challenged in that they are taking some thing customs and strategies they've in China and bringing them over right here,” she spoke of. “That’s been our biggest challenge: getting them to remember that business is done differently in S.F. and america. The techniques of doing enterprise in China don’t work here. It’s been a large studying curve, peculiarly if they decide to be their own conventional contractor.”
problems are multiplying for different chinese language builders, who were among the most aggressive customers of downtown urban sites on each U.S. coasts over the last half-dozen years. chinese investment in U.S. agencies and actual property soared from lower than $1 billion per 12 months earlier than 2008 to $46 billion in 2016, in accordance with a 2018 record from the national Committee on U.S.-China members of the family and the Rhodium community, an impartial researcher.
That quantity tumbled to $29 billion in 2017, and even fewer offers have been introduced in 2018. meanwhile, with the chinese language govt proscribing investment within the U.S., corporations invested in development deals here have been running into cash flow concerns. Oceanwide, a developer constructing the biggest tasks below construction in each downtown San Francisco and downtown l. a., recently shut down its $1 billion Oceanwide Plaza L.A. undertaking temporarily because of an absence of liquidity.
building on the San Francisco development, the $1.6 billion Oceanwide center in the beginning and Mission streets, is still going on, besides the fact that children the developer has been hunting for a short-time period mortgage or a brand new capital associate, in keeping with real property sources.
Anchor Pacific Capital Managing associate Anton Qiu, who works with many Asian traders, mentioned he could not remark principally on the Oceanwide or the Z&L condition. however he noted chinese language executive restrictions on money leaving the nation during the last 18 months have forced some chinese language developers to promote websites outright or convey on new capital partners.
“tasks like these have lengthy cycles and are financed with brief-term loans,” Qiu noted. “It’s a huge issue. you have five-year tasks, and the builders assumed the funds would come out of China to support it. Now the money has been bring to a halt.
“It’s the opposite of four years ago.”
J.ok. Dineen is a San Francisco Chronicle body of workers creator. e mail: email@example.com Twitter: @sfjkdineen
The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of top of the line practices for offering IT features. ITIL has passed through a couple of revisions in its background and presently contains 5 books, every covering a variety of procedures and degrees of the IT carrier lifecycle. ITIL’s systematic approach to IT provider administration can assist companies control possibility, toughen client relations, establish cost effective practices, and build a good IT atmosphere that permits for growth, scale and change.
Developed by way of the British government's significant desktop 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 best practices in information technology accumulated from many sources (together with carriers' most efficient practices) around the world. IBM, as an instance, says that its 4-volume collection on systems-management concepts, A administration device for counsel techniques, accepted as the Yellow Books, supplied a must have enter into the long-established ITIL books.
In April 2001, CCTA, together with a couple of different businesses, had been rolled into the office of executive Commerce (OGC), which is now normal as the cabinet workplace. The OGC adopted the assignment as a part of its mission to work with the U.okay. public sector as a catalyst to achieve effectivity, cost for funds in industrial actions, and stronger success in the start of courses and tasks.
The goal wasn't to create a proprietary product that may well be commercialized; fairly, it was to collect top-rated practices that might aid with what the executive recognized became an expanding dependence within the executive on IT mixed with a painful lack of ordinary processes that have been expanding fees and allowing mistakes to perpetuate. It directly grew to become obvious that distributing these most suitable practices would earnings both public and private-sector agencies.
through the years, ITIL's credibility and utility grew to become identified, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 provider administration normal, the first foreign general for IT service administration; it's in line with British usual BS15000.
in view that 2013, ITIL is owned by using Axelos — a joint venture between the cabinet workplace and Capita. Axelos offers organizations the license to make use of the ITIL framework, whereas managing updates and process adjustments. although, to make use of ITIL internally, companies should not have a license. ITIL v3 became released in 2011, under the cabinet workplace, bringing updates to the 2007 edition published below OGC.
In 2018, Axelos introduced ITIL 4 – a big overhaul to the complete framework and the greatest trade considering ITIL v3 became published in 2007. ITIL four, which begun rolling out in Q1 of 2019, presents a extra agile, flexible and customizable edition of ITIL it is updated for up to date agencies. The newest version encourages less siloes, greater collaboration, communique throughout the entire business and integrating agile and DevOps into ITSM suggestions.What's within the ITIL?
The ITIL has passed through a number of revisions in its background. The normal 30 books of the ITIL had been first condensed in 2000 (when ITIL V2 changed into launched) to seven books, each and every wrapped round an aspect of IT administration. Later, the ITIL Refresh venture in 2007 consolidated the ITIL to five volumes which includes 26 manner and capabilities – here's stated as the ITIL 2007 edition. In 2011, one more update — dubbed ITIL 2011 — became published under the cupboard office. The 5 volumes remained, and ITIL 2007 and ITIL 2011 remained similar.
ITIL four, which become launched in 2019, continues the identical focal point on automating approaches, enhancing service administration and integrating the IT department into the enterprise. however, it additionally updates the framework to accommodate and reply to contemporary expertise, equipment and application. in view that ITIL’s final replace, the IT branch has grown to turn into integral to every company and the brand new framework comprises this by way of being greater agile, bendy and collaborative.
ITIL 4 incorporates 9 guiding ideas that have been adopted from the most recent ITIL Practitioner examination, which covers organizational alternate administration, conversation and measurement and metrics. These principles encompass:
The most up-to-date version of ITIL makes a speciality of company culture and integrating IT into the basic business structure. It encourages collaboration between IT and different departments, exceptionally as other enterprise devices more and more depend on technology to get work done. ITIL four also emphasizes consumer feedback, due to the fact it’s simpler than ever for businesses to consider their public belief, consumer satisfaction and dissatisfaction.
For more advice on the benefits of the latest edition of ITIL, see “ITIL 4: ITSM receives agile.”How do I put ITIL into follow?
ITIL is a set of e-books, but purely going on a studying binge won't enhance your IT operations. First, you must wrap your mind around the concepts after which get personnel buy-in. Getting some IT personnel to adopt new approaches may also be like herding cats, but there are equipment that may assist.
together with the ITIL comes an entire suite of consulting, training and certification features. From the early 1990s, certifications were administered through two independent bodies: EXIN and ISEB, counting on your vicinity. the two bodies fashioned an alliance at the end of 2006 to further IT service administration.
because 2014, Axelos is the owner of the ITIL personnel certification and checks are administered by using approved practising businesses (ATOs). Accreditations are administered with the aid of Strategic Examination Institutes (EIs). EIs need to be authorised without delay via Axelos with the intention to offer accreditation to ATOs.
before imposing ITIL at your companies, there are a few questions be sure to answer, such as what problems your organization is trying to solve and what's your path to chronic carrier growth.
For a deeper look at inserting ITIL into apply, see "7 inquiries to ask earlier than imposing ITIL" and "the way to get began with ITIL."what is ITIL certification and is it price it?
The ITIL v3 certification scheme in the past consisted of five stages: groundwork, Practitioner, Intermediate, skilled and grasp. every level required a stronger depth of skills and figuring out of ITIL. The certification scheme under ITIL 4 has been streamlined to include the ITIL groundwork and the ITIL grasp tests. The ITIL groundwork examination has two paths, ITIL Managing skilled (MP) or ITIL Strategic leader (SL), which every have their own modules and exams.
The ITIL Managing skilled (MP) exam is designed for IT practitioners who're worried with expertise and digital teams throughout the organization, not just in the IT department. This route will train specialists every thing they deserve to know about working successful IT projects, teams and workflows.
Modules consist of:
The ITIL Strategic leader (SL) exam is designed for those who cope with “all digitally enabled capabilities,” and not just those that fall below IT operations. This path focuses on how know-how directs business strategy and the way IT plays into that.
each paths can result in the ITIL grasp examination, which is the highest stage of certification that you would be able to obtain with ITIL four.
For those already within the core of working against a ITIL v3 certifications, credit will transfer over to the new certifications. Axelos recommends that every one ITIL certification candidates continue the direction towards ITIL grasp.
For in-depth evaluation of ITIL certification, see "What ITIL certifications suggest to your IT administration practices."How can ITIL enhance my company's enterprise efficiency?
A well-run IT organization that manages chance and continues the infrastructure humming not only saves funds, nonetheless it also makes it possible for the enterprise americans to do their jobs extra effectively. as an instance, brokerage company Pershing decreased its incident response time by way of 50 percent within the first 12 months after restructuring its provider desk based on ITIL guidelines, allowing users with complications to get lower back to work a great deal more instantly.
ITIL provides a scientific and skilled strategy to the management of IT carrier provision, and presents here merits:
according to Axelos, ITIL can additionally support corporations improve functions through:
For a deeper look at the way to get the most from ITIL, see "5 steps to successful ITIL adoption."what will ITIL charge?
Getting begun includes the purchase of the ITIL both as hardcopy, PDF, ePub or via a web subscription directly from Axelos. Then there is the charge of training, which fluctuates each and every year. The path leading to the initial groundwork certificate customarily runs for two days, and lessons resulting in greater certifications may also be a week or greater.
Add to that the inevitable charge of re-engineering some methods to comply with ITIL guidelines, and adjustment of assist desk or other software to trap the assistance you need for tracking and generating metrics.
there's, by the way, no such aspect as "ITIL-compliant" application; the ITIL is a framework, no longer a common. Some support desk and administration software has been engineered with ITIL practices in mind, although, and so will lend themselves improved to teams working in the framework.
Examples of software and features designed with ITIL and ITSM in mind consist of:
ITIL is not a "project"; it's an ongoing experience to enrich IT provider administration. most appropriate practices ought to be baked into everything, and that they have to evolve as the enterprise evolves. With IT workforce purchase-in, adjustments can start once workforce are expert, and some consequences should be apparent inside weeks or months. method alterations do take time, however, as entrenched bad practices are rooted out and modified (and, doubtlessly, team of workers changes ensue), however many groups have suggested gigantic discounts after their first 12 months.
To get a higher theory of what it'll take to undertake and enforce ITIL, that you could flick thru case reviews on the Axelos website. recent case studies encompass groups like Sony and Disney — two businesses with big IT operations to manipulate.What savings am i able to are expecting?
companies and public sector groups that have correctly applied ITIL most suitable practices document huge mark downs.
for example, in its benefits of ITIL paper, crimson Elephant experiences that Procter and Gamble saved about $500 million over four years by means of reducing help desk calls and improving working methods. Nationwide insurance achieved a 40 % reduction in system outages and estimates a $four.3 million ROI over three years, and Capital One reduced its "company critical" incidents with the aid of 92 p.c over two years. After three years of ITIL implementation, wooded area items enterprise MeadWestvaco claimed to have eradicated more than $one hundred,000 annually in IT renovation contracts and diagnosed a 10 percent benefit in operational steadiness due to ITIL.
without buy-in and cooperation from IT staff, however, any implementation is certain to fail. Bringing ultimate practices into a company is as an awful lot a PR job because it is a technical undertaking.
other criticisms consist of the proven fact that it’s unattainable to plot for each failure, adventure or incident so it’s not an actual science. truly, you won’t be aware of the actual ROI on ITIL except you put into effect it inside your company and use it without problems. in the end, due to the fact that ITIL is a framework, it could handiest be as successful as company purchase-in allows. Embracing certifications, training and investing within the shift will support boost the probabilities of success and savings.
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By Team CommerceMashable Deals2018-07-04 10:00:00 UTC
Do you love getting stuff done? Do you treat your list of daily goals as absolute gospel? Does efficiency make you feel all warm and fuzzy inside? If so, you were born to be a project manager.
If you want to live up to your potential, you’ll need more than a well-manicured monthly planner. You need to learn the science behind project management.
That’s where Six Sigma and Lean come into play. These leading project management methodologies have the same goal but differ in their approach. Six Sigma aims to curb variables and avoid anomalies by employing (you guessed it) six key steps. Lean, on the other hand, is all about eliminating waste and increasing value across an entire organization. Both methods can be transformative for a business, so how do they choose one over the other? Most times they don’t, ever since the advent of Lean Six Sigma combined the best of both worlds.
Confused yet? Not to worry. You’ll get the full breakdown of each philosophy in the Lean Six Sigma Black Belt Master Certification Bundle.
Over the course of 6 units, 57 lessons, and 50+ hours of content you’ll go deep with Lean Six Sigma and will learn how to put it into practice and make your mark as a professional PM.
First, you’ll learn the fundamentals of Lean, Six Sigma, and the ways they can work together, ultimately gaining the knowledge you need to pass the Black Belt certification exam. You’ll also have an opportunity to get more in-depth, with specific units covering Lean Six Sigma for management, IT, and healthcare training.
After you’ve got those concepts down, you’ll master Minitab, an essential analytics software used by PMs in healthcare, manufacturing, and other high-stakes industries. Finally, you’ll round out your software development and testing knowledge by prepping for the Certified Tester Foundation Level (CTFL) exam.
Buy these pieces of training individually and you’ll be looking at a $994 purchase. Luckily, this bundle knocks 93% off that price, bringing it down to an easily affordable (and absurdly worthwhile) $69, with an additional 15% off when you use the code JULY4TH at checkout.
Master the project management processes required to successfully manage your projects, learn how to manage the project constraints, develop a stakeholder map and manage project risks. Join us in the upcoming online course Effective Project Management for Development Organizations and NGOs.
About this course:An advanced level, hands-on course, that will give you the skills to ensure your projects are completed on time and on budget while satisfying the needs of stakeholders. You will gain a strong working knowledge on the nine processes of project management, and be able to immediately use that knowledge to effectively manage your project. Participants will work on a case study to complete all exercises.
AudienceThis course is designed for all people that want to start a career in development project management, including professionals wishing to upgrade their skills and knowledge. An ideal course for team members, managers of project managers and students of project management. Participants to our courses come from various parts of the world; NGOs, universities, social development institutions, international development and relief organizations.
ObjectivesUpon successful completion of the Effective Project Management Online course participants will: Understand the nine process areas of project management, know the steps required to plan and manage each project management process and use the primary planning and monitoring documents of a project.
RequirementsThere are no requirements to take this course, although the students will benefit if they know the type of work that occurs in development organizations and development projects, or had some experience working on a project. Students should have a good internet connection, Adobe Reader in their computers as well as MS Office to work on the course assignments.
CertificationParticipants that successfully complete the course requirements will receive a printed certificate of completion mailed via first class mail at no extra cost. This course is part of the certification program CDPM (Certified Development Project Manager). For more information about this program please visit our website at www.pm4dev.com/elearn/cdpm.html
"A very practical and informative course for anyone working in the project management field. It provides a good foundation of EPM principles which you can actively implement in the field." Henrika Wagner, Kenya
"A very unique course where topics learned generate scenarios and simulations that definitely puts you in a real life situation that empowers your analytical and process-thinking mind of how fit are you as a project manager in today's complexities and demands." David Teaabo, Ministry of Foreign Affairs Immigration. Kiribati
"It was a great experience, I didn’tthoughtI would learn this much! I will use a lot of the information and methodologies in my organization, and suggest a lot of adjustments since management can improve our projects execution substantially. The course totally fulfilled my expectations! And you learn not only from the materials and the tutor, but from all the participants, there is a lot of experience shared that would be very useful for each other." Karina Antezana, Bolivia
"The learning materials in this course were well designed and easy to follow. I mostly enjoyed this e-course because we received constant guidance and lot of practical hints on valuable management tools. The schedule keeps you quite busy but it's anyhow feasible to respect the deadlines and to complete the course within the three weeks." Stefania Rigillo, Malaria Consortium. Italy
This training can also be customized for your institution upon request. You can have it delivered your preferred location. For further inquiries, please contact us at our email: training @pm4dev.com
PM4DEV is a PMI Global Registered Education Provider (R.E.P.).It means that our courses meet the strict criteria from the largest project management organization of the world and that increases the value you obtain from learning at PM4DEV. Your investment in learning is secure and you can be certain that our courses have the quality you expect.
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.
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