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ISO20KF - ISO / IEC 20000 Foundation - Dump Information

Vendor : Exin
Exam Code : ISO20KF
Exam Name : ISO / IEC 20000 Foundation
Questions and Answers : 116 Q & A
Updated On : February 22, 2019
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ISO20KF Questions and Answers

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ISO20KF ISO / IEC 20000 Foundation

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ISO20KF exam Dumps Source : ISO / IEC 20000 Foundation

Test Code : ISO20KF
Test Name : ISO / IEC 20000 Foundation
Vendor Name : Exin
Q&A : 116 Real Questions

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what is ITIL? Your 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 premiere practices for offering IT services. ITIL has passed through a few revisions in its heritage and at the moment comprises five books, each masking a considerable number of procedures and degrees of the IT provider lifecycle. ITIL’s systematic strategy to IT service management can support groups manipulate risk, fortify customer family members, set up low-cost practices, and build a reliable IT ambiance that enables for boom, scale and alter.

Developed by using the British government's primary computing device and Telecommunications company (CCTA) during the 1980s, the ITIL first consisted of greater than 30 books, developed and released over time, that codified superior practices in information expertise accrued from many sources (including providers' foremost practices) everywhere. IBM, as an example, says that its 4-extent collection on techniques-management concepts, A administration system for information programs, commonly used because the Yellow Books, provided essential enter into the usual ITIL books.

In April 2001, CCTA, along with several different groups, had been rolled into the office of govt Commerce (OGC), which is now common because the cupboard workplace. The OGC adopted the undertaking as part of its mission to work with the U.okay. public sector as a catalyst to achieve effectivity, value for cash in industrial actions, and more desirable success within the beginning of classes and tasks.

The aim wasn't to create a proprietary product that may be commercialized; reasonably, it became to gather most beneficial practices that might help with what the govt identified turned into an increasing dependence within the government on IT mixed with a painful lack of common strategies that had been increasing prices and enabling mistakes to perpetuate. It without delay became apparent that distributing these choicest practices would profit each public and personal-sector corporations.

over the years, ITIL's credibility and utility became identified, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 provider management normal, the primary overseas commonplace for IT provider administration; it is in keeping with British commonplace BS15000.

due to the fact 2013, ITIL is owned by way of Axelos — a three way partnership between the cabinet office and Capita. Axelos gives groups the license to use the ITIL framework, whereas managing updates and manner adjustments. despite the fact, to make use of ITIL internally, organizations wouldn't have a license. ITIL v3 turned into launched in 2011, below the cabinet office, bringing updates to the 2007 edition posted under OGC.

In 2018, Axelos introduced ITIL four – a huge overhaul to the complete framework and the biggest trade due to the fact ITIL v3 was published in 2007. ITIL four, which began rolling out in Q1 of 2019, presents a more agile, bendy and customizable version of ITIL it's up to date for contemporary companies. The newest edition encourages much less siloes, more collaboration, communication across the entire enterprise and integrating agile and DevOps into ITSM recommendations.

What's in the ITIL?

The ITIL has undergone several revisions in its historical past. The common 30 books of the ITIL were first condensed in 2000 (when ITIL V2 was launched) to seven books, each and every wrapped round a facet of IT management. Later, the ITIL Refresh challenge in 2007 consolidated the ITIL to 5 volumes including 26 method and capabilities – this is observed as the ITIL 2007 version. In 2011, a different update — dubbed ITIL 2011 — become published under the cupboard workplace. The five volumes remained, and ITIL 2007 and ITIL 2011 remained equivalent.

ITIL 4, which become released in 2019, maintains the same focus on automating strategies, improving service management and integrating the IT department into the business. however, it also updates the framework to accommodate and reply to modern know-how, tools and software. due to the fact ITIL’s final update, the IT department has grown to develop into imperative to every enterprise and the brand new framework contains this through being extra agile, bendy and collaborative.

ITIL four carries 9 guiding ideas that had been adopted from the most recent ITIL Practitioner examination, which covers organizational trade administration, verbal exchange and dimension and metrics. These principles consist of:

  • focal point on price
  • Design for adventure
  • beginning the place you're
  • Work holistically
  • development iteratively
  • observe without delay
  • Be clear
  • Collaborate
  • hold it standard
  • The most up-to-date version of ITIL focuses on business culture and integrating IT into the universal company constitution. It encourages collaboration between IT and other departments, specifically as other enterprise instruments more and more rely on know-how to get work achieved. ITIL 4 additionally emphasizes consumer feedback, when you consider that it’s less complicated than ever for businesses to take into account their public notion, customer pride and dissatisfaction.

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

    How do I put ITIL into observe?

    ITIL is a collection of e-books, but merely occurring a analyzing binge may not enhance your IT operations. First, you ought to wrap your brain across the ideas and then get team of workers purchase-in. Getting some IT personnel to undertake new techniques may also be like herding cats, however there are tools that may support.

    together with the ITIL comes an entire suite of consulting, working towards and certification services. From the early Nineties, certifications have been administered through two impartial bodies: EXIN and ISEB, reckoning on your region. both our bodies shaped an alliance on the end of 2006 to extra IT provider management.

    when you consider that 2014, Axelos is the proprietor of the ITIL personnel certification and exams are administered via accepted practising groups (ATOs). Accreditations are administered by Strategic Examination Institutes (EIs). EIs deserve to be permitted without delay by means of Axelos in order to present accreditation to ATOs.

    earlier than enforcing ITIL at your agencies, there are a couple of questions remember to reply, such as what complications your corporation is attempting to remedy and what's your route to persistent service development.

    For a deeper look at placing ITIL into practice, see "7 questions to ask earlier than implementing ITIL" and "how to get all started with ITIL."

    what's ITIL certification and is it price it?

    The ITIL v3 certification scheme previously consisted of five levels: groundwork, Practitioner, Intermediate, professional and master. every level required an improved depth of competencies and realizing of ITIL. The certification scheme under ITIL 4 has been streamlined to encompass the ITIL groundwork and the ITIL grasp assessments. The ITIL basis exam has two paths, ITIL Managing skilled (MP) or ITIL Strategic leader (SL), which each and every have their own modules and checks.

    The ITIL Managing knowledgeable (MP) exam is designed for IT practitioners who're concerned with technology and digital groups all the way through the organization, not just in the IT branch. This path will teach authorities every little thing they deserve to find out about running successful IT projects, teams and workflows.

    Modules include:

  • ITIL specialist – Create, convey and guide
  • ITIL expert – force Stakeholder price
  • ITIL specialist – excessive velocity IT
  • ITIL Strategist – Direct, Plan & improve
  • The ITIL Strategic leader (SL) exam is designed for people that contend with “all digitally enabled services,” and not simply those that fall below IT operations. This direction specializes in how know-how directs business strategy and how IT plays into that.

    Modules include:

  • ITIL Strategist – Direct, Plan & increase
  • ITIL leader – Digital & IT approach
  • both paths can lead to the ITIL master examination, which is the maximum stage of certification you can obtain with ITIL four.

    For these already in the middle of working against a ITIL v3 certifications, credits will transfer over to the new certifications. Axelos recommends that each one ITIL certification candidates proceed the course against ITIL master.

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

    How can ITIL improve my company's enterprise efficiency?

    A neatly-run IT firm that manages risk and maintains the infrastructure humming no longer only saves money, but it also permits the enterprise individuals to do their jobs extra easily. for instance, brokerage firm Pershing reduced its incident response time with the aid of 50 percent in the first 12 months after restructuring its provider desk in line with ITIL guidelines, enabling users with problems to get again to work a good deal greater without delay.

    ITIL offers a systematic and expert approach to the management of IT service provision, and offers here merits:

  • decreased IT fees
  • improved IT capabilities by using proven most efficient practice processes
  • more desirable consumer delight via a extra expert strategy to provider beginning
  • necessities and information
  • more advantageous productiveness
  • better use of abilities and event
  • superior start of third-birthday party services through the specification of ITIL or BS15000 as the normal for provider birth in functions procurements
  • based on Axelos, ITIL can additionally help organizations improve capabilities by means of:

  • assisting businesses manage chance, disruption and failure
  • strengthening client family members by means of “offering effective features that meet their needs”
  • setting up cost-effective practices
  • building a solid atmosphere that nevertheless makes it possible for for boom, scale and alter.
  • For a deeper look at how to get the most from ITIL, see "5 steps to a success ITIL adoption."

    what will ITIL can charge?

    Getting started comprises the buy of the ITIL either as hardcopy, PDF, ePub or through an online subscription at once from Axelos. Then there's the charge of training, which fluctuates each and every year. The course leading to the initial groundwork certificate customarily runs for 2 days, and lessons resulting in better certifications can be per week or extra.

    Add to that the inevitable can charge of re-engineering some techniques to agree to ITIL instructions, and adjustment of help desk or other software to catch the information you want for monitoring and generating metrics.

    there's, incidentally, no such thing as "ITIL-compliant" utility; the ITIL is a framework, now not a typical. Some assist desk and management software has been engineered with ITIL practices in mind, however, and so will lend themselves more advantageous to teams working in the framework.

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

  • Samange: presents provider desk automation with the ITIL framework in mind
  • InvGate provider Desk: a web-primarily based ITIL-able provider that boasts a user-friendly interface
  • ManageEngine ServiceDesk Plus: net-based mostly support desk and asset management software that is available in an ITIL edition
  • vision Helpdesk: A multifunction carrier desk solution with ITIL integration
  • How long will an ITIL venture take?

    ITIL isn't a "project"; or not it's an ongoing adventure to increase IT provider administration. top-quality practices should be baked into every little thing, and they must evolve because the commercial enterprise evolves. With IT team of workers purchase-in, alterations can start once team of workers are trained, and some consequences should still be apparent within weeks or months. system alterations do take time, youngsters, as entrenched dangerous practices are rooted out and modified (and, potentially, workforce adjustments occur), however many organizations have reported gigantic reductions after their first yr.

    To get a stronger concept of what it will take to undertake and put into effect ITIL, which you could browse through case stories on the Axelos web site. fresh case stories include companies like Sony and Disney — two businesses with big IT operations to control.

    What discounts am i able to are expecting?

    corporations and public sector groups that have efficaciously applied ITIL most appropriate practices file massive mark downs.

    as an instance, in its advantages of ITIL paper, red Elephant studies that Procter and Gamble saved about $500 million over four years via reducing aid desk calls and enhancing operating techniques. Nationwide coverage performed a forty percent reduction in system outages and estimates a $4.3 million ROI over three years, and Capital One decreased its "enterprise essential" incidents by means of ninety two percent over two years. After three years of ITIL implementation, woodland items company MeadWestvaco claimed to have eliminated greater than $one hundred,000 yearly in IT protection contracts and identified a ten p.c gain in operational stability due to ITIL.

    without buy-in and cooperation from IT staff, youngsters, any implementation is certain to fail. Bringing premiere practices into a company is as much a PR job as it is a technical activity.

    different criticisms consist of the proven fact that it’s unimaginable to devise for every failure, experience or incident so it’s no longer an accurate science. definitely, you received’t understand the accurate ROI on ITIL except you put into effect it within your firm and use it with no trouble. sooner or later, considering that ITIL is a framework, it can simplest be as successful as corporate purchase-in allows. Embracing certifications, practicing and investing in the shift will support boost the probabilities of success and rate reductions.


    Apprio Granted ISO 9001:2015, ISO/IEC 27001:2013 and ISO/IEC 20000-1:2011 Certifications | killexams.com Real Questions and Pass4sure dumps

    WASHINGTON, DC--(Marketwired - may also 16, 2016) -  Apprio, a leading provider of specialised expertise options, mainly for the fitness, protection and fatherland security markets, nowadays announced that it has received ISO 9001:2015, ISO/IEC 27001:2013 and ISO/IEC 20000-1:2011 certifications.

    The company underwent a stringent comparison procedure that blanketed great management gadget construction, documentation overview, inside audits and inside audit training as part of the certification process by using QAS overseas.

    The ISO 9001:2015-certified pleasant management equipment (QMS) ensures that Apprio supplies outstanding products and capabilities to clients and companions. ISO/IEC 27001:2013 confirms that Apprio protects its customers by means of with ease implementing tips security for the management and know-how solutions. And ISO/IEC 20000-1:20112013 certifies that Apprio gives you exceptional guide functions across many essential features, including guidance know-how and safety, company operations and development capabilities.

    "on the grounds that we opened our doorways, Apprio has been a hundred% dedicated to offering the govt with the most effective items and functions. We decided to are seeking certification to additional validate what our shoppers already understand -- that we recognize the way to carry on time, on funds and with maximum necessities," referred to Darryl Britt, Apprio president. "These certifications are the fruits of years of tough, constant work from a really gifted crew."

    To maintain the certifications, QAS international will operate annual audits to make certain compliance and to check initiatives for continued growth.

    These new ISO certifications construct upon Apprio's existing pedigree of certifications that include CMMI stage 3, American countrywide requisites Institute (ANSI) electronic Industries Alliance (EIA) - 748B Earned value management techniques and health stage Seven international (HL7) certification.

    About Apprio Apprio is a issuer of specialized know-how options, primarily for the health, protection and fatherland safety markets. The business provides innovative IT and application functions in healthcare IT, emergency response management and economic administration. Apprio supplies the methodologies, self-discipline and concept-leadership offered with the aid of the big integrators, with the cost structure and collaboration offered by using smaller establishments.

    For extra suggestions, consult with www.apprioinc.com or comply with Apprio on Twitter at https://twitter.com/apprioinc.


    CNI positive aspects ISO 20000-1 Certification | killexams.com Real Questions and Pass4sure dumps

    NORMAN, Okla.--(company WIRE)--Chickasaw Nation Industries, Inc. (CNI) announced nowadays that it has been a success in attaining ISO/IEC 20000-1 standard certification for IT provider management. The customer-focused global usual recognizes superior practices for IT provider administration, and promotes an integrated procedure strategy to make sure customer necessities for managed functions are met within the most least expensive and effective manner.

    “The exceptional of our carrier management system is vital to our business operations,” pointed out Dr. Robert wood, COO of CNI. “Securing ISO 20000 demonstrates our commitment to ideal practices and the consistent delivery of affordable, high first-rate IT solutions for our customers.”

    except recently, there turned into no way for IT agencies to prove their working potential and compliance of guidance technology Infrastructure Library (ITIL) suggestions. Conceived to fill this gap, the ISO 20000 common was initiated by using two agencies, itSMF (IT carrier management forum) and BSI (British standards establishment), and is modeled upon the principles of ITIL.

    As a part of the certification manner, CNI underwent a finished audit of its provider management device together with administration responsibility, governance of strategies operated by means of others, documentation administration, aid management, and continual improvement.

    About Chickasaw Nation Industries

    Chickasaw Nation Industries, Inc. (CNI) is headquartered in Norman, Oklahoma and employs 1,600 people nationwide. CNI offers a portfolio of functions including IT, expert staffing, engineering and manufacturing to the united states federal govt, state/local and industrial clients. For more counsel about CNI, please seek advice from www.chickasaw.com.


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

    What is ITIL?

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

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

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

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

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

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

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

    What's in the ITIL?

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

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

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

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

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

    How do I put ITIL into practice?

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

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

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

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

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

    What is ITIL certification and is it worth it?

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

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

    Modules include:

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

    Modules include:

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

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

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

    How can ITIL improve my company's business performance?

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

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

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

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

    What will ITIL cost?

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

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

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

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

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

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

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

    What savings can I expect?

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

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

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

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


    Getting started with ITIL service management | killexams.com real questions and Pass4sure dumps

    ITIL outlines processes and practices for efficient, cost-effective and business-centric IT service management...

    .

    Although numerous paradigms exist, the IT Infrastructure Library (ITIL) has emerged as one of the best-known and widely practiced approaches for IT Service Management (ITSM). ITIL service management comprises an established set of processes, procedures and tasks that help IT organizations deliver and manage computing services to the business. ITIL publications, under Crown Copyright, form the foundation for international standard ISO/IEC 20000.

    Following ITIL procedures and processes allows an organization to shape a data center that complements business strategies. Targeted data center investments add value to the enterprise by creating a foundation for planned IT activities, ensuring compliance and performing with measurable, ongoing improvement.

    ITIL does not detail specific data center technologies or discuss deploying or managing particular technologies. It is business- and technology-agnostic, so it addresses the widest possible range of business sizes and product choices. For example, ITIL discusses outsourcing to service providers and offers a means to evaluate the financial implications of outsourcing, but does not dictate how to interact with specific outsourcing providers.

    ITIL 2011 service management

    Each ITIL revision aims to improve the logical organization and business relevance of the service management approach.

    The ITIL 2011 edition covers 26 processes spread across five principle publications that discuss strategy, design, transition, operation and improvement.

    The Service Strategy publication tackles a market-driven approach to providing IT services. It describes a range of management processes that help businesses make the best outsourcing decisions with the best financial benefits.

    The Service Design publication shows how planned IT services affect the larger business. It covers IT services design practices and technology service delivery, as well as service management tools, ITIL service support processes, and the supply chain supporting the service. Specific management processes include service-level, availability, capacity and security management.

    The Service Transition publication explains processes that translate business needs into actual IT services. ITIL service management dictates that you approach these translations as projects, and the Service Transition publication covers how to manage changes to the business environment. Transitions include change management, asset and configuration management, software release or deployment management, service testing and so on.

    The Service Operation publication provides a series of practices to help organizations deliver the required service levels to employees, partners and customers -- the part of the ITIL lifecycle where IT actually delivers value. ITIL service practitioners learn how to handle events and incidents, fulfill requests, manage problems and ensure identity security.

    The Continual Service Improvement publication helps organizations identify where service changes are needed and adjust services to changing business needs on an ongoing basis -- all while maintaining control and measuring the effects of their changes. This involves defining measurement points and then gathering, processing and analyzing the data. When improvement is needed, the IT team implements changes, evaluates the effect and, from that data, formulates more changes. It's an ongoing process.

    Training and certification for ITIL

    ITIL practitioners require formal certification, which is managed by the ITIL Certification Management Board and administered commercially by the APM Group Limited. Exam providers include Peoplecert, Pearson VUE, Prometric and many others.

    ITIL 2007 and 2011 versions use four levels of certification, based on credits: Foundation, Intermediate, Expert and Master. A candidate that passes the basic exam receives a Foundation certification and two credits.

    Candidates seeking Intermediate ITIL certification must pursue a selection of lifecycle modules (three credits each) or capability modules (four credits each) to reach the 16 credits.

    Expert-level ITIL certification requires a minimum of 22 credits from various Intermediate modules, including an additional five credits earned from a comprehensive "Managing across the Lifecycle" exam.

    A Master-level ITIL certification is more evaluation-based, requiring Expert ITIL certification and at least five years of experience in a high-level ITSM role.

    Numerous training companies offer a combination of written, online, live classroom and other resources to prepare for the ITIL exam. The amount of time and effort that goes into an ITIL certification varies dramatically depending on the type of learning vehicles and the personal attention devoted to the effort.


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

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

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

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

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

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

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

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

    About Buchanan & Edwards

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



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    Exin ISO20KF Exam (ISO / IEC 20000 Foundation) Detailed Information



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