|Exam Name||:||The Foundation Examination - ITIL|
|Questions and Answers||:||418 Q & A|
|Updated On||:||March 25, 2019|
|PDF Download Mirror||:||ISEB-ITILF Brain Dump|
|Get Full Version||:||Pass4sure ISEB-ITILF Full Version|
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The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of most excellent practices for delivering IT services. ITIL has passed through a few revisions in its background and at the moment contains 5 books, every covering numerous methods and ranges of the IT carrier lifecycle. ITIL’s systematic method to IT service administration can help corporations manage chance, support consumer members of the family, establish reasonably priced practices, and build a solid IT ambiance that permits for growth, scale and change.
Developed by means of the British government's significant desktop and Telecommunications agency (CCTA) during the Nineteen Eighties, the ITIL first consisted of more than 30 books, developed and released over time, that codified premiere practices in information technology collected from many sources (including companies' choicest practices) all over the world. IBM, as an instance, says that its four-quantity series on programs-management ideas, A administration equipment for tips techniques, commonplace because the Yellow Books, offered a must-have enter into the normal ITIL books.
In April 2001, CCTA, together with a couple of other organizations, have been rolled into the office of government Commerce (OGC), which is now prevalent as the cabinet office. The OGC adopted the venture as a part of its mission to work with the U.ok. public sector as a catalyst to achieve effectivity, cost for money in business activities, and more desirable success within the start of programs and projects.
The purpose wasn't to create a proprietary product that can be commercialized; fairly, it was to accumulate top-quality practices that may assist with what the government recognized became an expanding dependence in the govt on IT combined with a painful lack of usual tactics that have been expanding prices and allowing mistakes to perpetuate. It at once grew to be apparent that distributing these top-rated practices would income both public and private-sector corporations.
through the years, ITIL's credibility and utility grew to become diagnosed, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 carrier management average, the first foreign typical for IT service administration; it's based on British typical BS15000.
considering that 2013, ITIL is owned by means of Axelos — a joint venture between the cabinet workplace and Capita. Axelos gives agencies the license to make use of the ITIL framework, while managing updates and technique alterations. besides the fact that children, to make use of ITIL internally, groups do not need a license. ITIL v3 became launched in 2011, beneath the cabinet office, bringing updates to the 2007 edition published under OGC.
In 2018, Axelos announced ITIL four – an enormous overhaul to the total framework and the biggest change on account that ITIL v3 changed into published in 2007. ITIL 4, which all started rolling out in Q1 of 2019, offers a extra agile, bendy and customizable edition of ITIL it is up-to-date for modern businesses. The latest version encourages less siloes, more collaboration, communique throughout the entire company and integrating agile and DevOps into ITSM innovations.What's in the ITIL?
The ITIL has passed through a couple of revisions in its background. The fashioned 30 books of the ITIL were first condensed in 2000 (when ITIL V2 became launched) to seven books, each and every wrapped around a facet of IT management. Later, the ITIL Refresh venture in 2007 consolidated the ITIL to 5 volumes including 26 manner and functions – this is said because the ITIL 2007 edition. In 2011, another update — dubbed ITIL 2011 — changed into posted beneath the cupboard workplace. The five volumes remained, and ITIL 2007 and ITIL 2011 remained equivalent.
ITIL 4, which become launched in 2019, continues the identical center of attention on automating procedures, enhancing service management and integrating the IT department into the company. although, it additionally updates the framework to accommodate and reply to contemporary know-how, tools and application. given that ITIL’s remaining replace, the IT department has grown to develop into fundamental to each company and the new framework comprises this by way of being greater agile, bendy and collaborative.
ITIL 4 carries nine guiding ideas that have been adopted from probably the most fresh ITIL Practitioner examination, which covers organizational alternate management, communication and dimension and metrics. These ideas consist of:
The most recent edition of ITIL specializes in enterprise subculture and integrating IT into the general company structure. It encourages collaboration between IT and other departments, notably as other company gadgets more and more depend on technology to get work accomplished. ITIL four additionally emphasizes client remarks, in view that it’s less complicated than ever for organizations to have in mind their public perception, consumer delight and dissatisfaction.
For more tips on the advantages of the newest edition of ITIL, see “ITIL 4: ITSM receives agile.”How do I put ITIL into practice?
ITIL is a group of e-books, but in basic terms occurring a analyzing binge won't improve your IT operations. First, you need to wrap your mind across the concepts after which get workforce buy-in. Getting some IT personnel to adopt new processes can also be like herding cats, however there are equipment that can support.
along with the ITIL comes a whole suite of consulting, practising and certification functions. From the early 1990s, certifications had been administered by way of two unbiased our bodies: EXIN and ISEB, depending on your location. both bodies formed an alliance at the end of 2006 to additional IT service management.
due to the fact that 2014, Axelos is the owner of the ITIL personnel certification and tests are administered via authorised training agencies (ATOs). Accreditations are administered with the aid of Strategic Examination Institutes (EIs). EIs should be accredited without delay via Axelos so as to offer accreditation to ATOs.
earlier than imposing ITIL at your organizations, there are a couple of questions you should answer, corresponding to what issues your company is attempting to remedy and what is your path to chronic service improvement.
For a deeper analyze putting ITIL into follow, see "7 inquiries to ask before implementing ITIL" and "the way to get all started with ITIL."what is ITIL certification and is it price it?
The ITIL v3 certification scheme in the past consisted of 5 ranges: groundwork, Practitioner, Intermediate, knowledgeable and master. each degree required a stronger depth of knowledge and figuring out of ITIL. The certification scheme beneath ITIL 4 has been streamlined to include the ITIL basis and the ITIL grasp exams. The ITIL basis exam has two paths, ITIL Managing knowledgeable (MP) or ITIL Strategic leader (SL), which every have their personal modules and tests.
The ITIL Managing skilled (MP) exam is designed for IT practitioners who are involved with expertise and digital teams all through the organization, no longer simply in the IT branch. This path will train professionals every little thing they deserve to find out about running a success IT projects, groups and workflows.
Modules consist of:
The ITIL Strategic chief (SL) examination is designed for people that deal with “all digitally enabled capabilities,” and not simply those who fall beneath IT operations. This route makes a speciality of how know-how directs enterprise strategy and the way IT performs into that.
each paths can lead to the ITIL grasp exam, which is the highest stage of certification that you can achieve with ITIL four.
For these already within the core of working towards a ITIL v3 certifications, credits will switch over to the new certifications. Axelos recommends that all ITIL certification candidates continue the course against ITIL grasp.
For in-depth evaluation of ITIL certification, see "What ITIL certifications mean to your IT administration practices."How can ITIL enrich my enterprise's company performance?
A smartly-run IT corporation that manages risk and maintains the infrastructure buzzing now not only saves funds, however it also allows for the enterprise people to do their jobs extra conveniently. as an instance, brokerage enterprise Pershing decreased its incident response time by way of 50 % in the first 12 months after restructuring its carrier desk in accordance with ITIL instructions, enabling users with issues to get again to work a great deal more straight away.
ITIL gives a scientific and expert approach to the management of IT carrier provision, and offers right here benefits:
according to Axelos, ITIL can also help agencies enrich services by:
For a deeper analyze how to get essentially the most from ITIL, see "5 steps to successful ITIL adoption."what's going to ITIL charge?
Getting all started involves the purchase of the ITIL either as hardcopy, PDF, ePub or through a web subscription directly from Axelos. Then there is the cost of coaching, which fluctuates every 12 months. The direction resulting in the preliminary basis certificates typically runs for two days, and lessons resulting in better certifications will also be every week or extra.
Add to that the inevitable charge of re-engineering some methods to agree to ITIL guidelines, and adjustment of assist desk or other software to capture the guidance you want for tracking and producing metrics.
there is, incidentally, no such thing as "ITIL-compliant" utility; the ITIL is a framework, no longer a standard. Some help desk and management application has been engineered with ITIL practices in intellect, although, and so will lend themselves improved to groups working inside the framework.
Examples of utility and functions designed with ITIL and ITSM in intellect encompass:
ITIL isn't a "mission"; it be an ongoing adventure to improve IT service administration. highest quality practices should be baked into every little thing, and they have to evolve because the enterprise evolves. With IT body of workers purchase-in, adjustments can start once body of workers are knowledgeable, and a few effects may still be obvious inside weeks or months. manner alterations do take time, youngsters, as entrenched bad practices are rooted out and modified (and, probably, group of workers changes ensue), but many agencies have stated big rate reductions after their first 12 months.
To get a stronger conception of what it is going to take to adopt and enforce ITIL, which you could flick through case stories on the Axelos site. fresh case studies consist of corporations like Sony and Disney — two agencies with huge IT operations to control.What discount rates can i expect?
establishments and public sector agencies that have successfully carried out ITIL greatest practices record big reductions.
for instance, in its merits of ITIL paper, crimson Elephant reviews that Procter and Gamble saved about $500 million over four years via cutting back aid desk calls and enhancing operating techniques. Nationwide assurance performed a forty percent discount in device outages and estimates a $four.3 million ROI over three years, and Capital One decreased its "company essential" incidents by way of 92 % over two years. After three years of ITIL implementation, forest items business MeadWestvaco claimed to have eliminated more than $one hundred,000 annually in IT maintenance contracts and diagnosed a 10 percent gain in operational balance thanks to ITIL.
devoid of purchase-in and cooperation from IT personnel, however, any implementation is certain to fail. Bringing premier practices into an organization is as tons a PR job because it is a technical endeavor.
different criticisms include the incontrovertible fact that it’s not possible to plan for every failure, experience or incident so it’s not an exact science. definitely, you gained’t understand the actual ROI on ITIL unless you implement it inside your corporation and use it easily. eventually, given that ITIL is a framework, it might handiest be as a hit as company purchase-in allows for. Embracing certifications, practising and investing within the shift will support increase the chances of success and mark downs.
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Maveric programs, one among India's right three unbiased utility testing organizations with a robust focus in the banking, fiscal features and insurance (BFSI) vertical, today announced that it has been approved by the uk – primarily based, suggestions systems Examinations Board (ISEB) of The British computer Society (BCS). diagnosed by means of company properties in Europe as a pre-requisite for utility testing gurus, the coveted ISEB accreditation affirms that Maveric has matured content, strategies and delivery mechanisms for checking out competency building.
Maveric at this point of time has a huge presence in the UK and is within the technique of providing pilots within the onsite-offshore mannequin. The talents partners consist of favourite system integrators within the area of assurance, telecom and healthcare.
talked about Mr. Ranga Reddy, CEO, Maveric methods, "UK is an extremely vital market in Maveric's increase approach with our operations doubling every quarter. As competition becomes extra excessive in this geography, this acclaimed accreditation gives us a distinct abilities, as we're the simplest Indian enterprise working in UK with this accreditation".
Mr. Ranga Reddy brought, "Maveric has utterly met its financial projections for 2005-06 and dependent a sound base in the middle East and US. Projections for the next 12 months are to the tune of seven Million dollars with a robust emphasis on offshore start. extra in 2006-07, we will be investing significantly in productisation of Maveric's proprietary look at various frameworks, in the banking vertical".
About Maveric methods
Maveric systems Ltd. is one of India's good three impartial application-checking out corporations with a strong and committed focal point in the banking, financial functions and assurance verticals seeing that the 12 months 2000. over the past five years, Maveric has been pioneering the outsourcing model in utility trying out by advantage of its insightful knowledge in the banking and monetary services vertical, potent core administration group and multi-locational testing amenities. As a leading pure-play, independent software testing business, Maveric greatly enhances the functionality, usability and efficiency of IT options, empowering its purchasers with a particular can charge capabilities. Maveric's stunning customer profile comprises a wide selection of leading utility product groups, device integrators and monetary associations. With worker energy of 300, Maveric has a big presence in Bangalore, Chennai, Dubai, Hyderabad, London and Mumbai.
About counsel methods Examinations Board (ISEB)
ISEB qualifications add price to professional careers with the aid of proposing both the ability and the platform for cognizance and greater profession construction. through ISEB, BCS supply trade-identified qualifications that measure competence, potential and performance in many areas of IS, with the goal of elevating trade necessities, advertising profession building and proposing aggressive facet for employers. until date, ISEB issued over 155,000 IT qualifications across all disciplines of IT. The ISEB portfolio now offers a big variety of IT skills in numerous disciplines
The foundation certificate in software testing provided by using ISEB now has twin accreditation with the ISTQB (international utility trying out qualifications Board) and a success candidates will receive certification with each ISEB and ISTQB cognizance on the basis degree.
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Struggling to create a successful career? Enrolling in an ITIL-trained course may benefit your career in a multitude of ways.
(Newswire.net -- February 15, 2019) -- We realize making a successful career is never easy. You either must be amazingly gifted or have a correct training. So also, you should have information about the market elements so that excelling in it is never a problem. Take, for instance, if you are passionate about tackling information-driven difficulties and help businesses streaming their IT management, you can select in the ITIL foundation certification and contribute to the section. Along these lines, you can join the industry to manage information chances in a successful manner. You can gain enough learning to enable businesses to confront information-driven difficulties without breaking a sweat.
Here are benefits of enrolling in the ITIL foundation program -
Information to manage information-driven problems
Becoming an ITIL-trained professional means you will have learned about managing information-driven problems easily. Since there is a consistently growing measure of information a business needs to confront, you can get enough trained to contribute to the industry. The training is useful in understanding the approaches to manage the uncontrollable development of information and let business develop without facing any hindrances on the way of information. You have information to not let information ever be a problem for the business.
Aptitudes to manage the stream of information into the system
ITIL foundation training is for those looking to gain learning and abilities with respect to managing the stream of information into the system. They hope to help businesses by not allowing information to develop in an unmanageable manner and cause any problem. The training imparts an understanding of the manner in which information ought to be kept and managed into the system with the goal that they are not ready to cause any kind of mischief. This is the reason such as ITIL-trained individuals command such a great amount of regard in the industry.
Information of a confided in technique for information
An enlistment in the ITIL foundation training is a correct step towards learning about a trusted and general system for information. Individuals get to realize how to gather, analyze and disseminate information and let businesses manage their information hazards in a successful manner. Trained professionals gain recognition with what suits business and what does not, so they end up ready to handle hurtful information out of the system in an easy manner. This is one of the significant reasons why ITIL-trained professionals are in huge demand in the industry.
Abilities to boost product viability
Information can make problems as far as quality products and may prompt substandard expectations. Therefore, you can believe the ITIL certificate program to learn how to augment the product viability and enhance the response time. This can prompt high-affect results and this is the thing that customers dependably anticipate from any business in the domain. Obviously, the program is useful in letting you realize how to accomplish the objective of customer satisfaction and contribute to business development.
Information to hold asset uses under tight restraints
ITIL professionals are demanded in the industry for their aptitude with information and likewise their abilities in keeping asset consumptions under tight restraints. They realize how to give a lift to the productivity level by keeping information chances away and let quality products are conveyed. All the more along these lines, their insight takes they keeping pace with the top IT professionals and they stand to benefit from the best of IT world and its advantages. Their capacity to include an incentive with information bodes well.
Capacity to play exchange crosswise over sectors
With information now a common component crosswise over industries, it's feasible for ITIL-trained professionals to pick the sector and utilize the exchange accordingly. They can look for occupation prospects in education to medicine to the drug store and most importantly, can search for incredible employment prospects in the space of Information Technology. This is how they can learn to handle information-driven dangers and put businesses out of inconveniences in an easy manner.
ITIL Foundation Certification Examination Taking Tips
1. You have an hour to answer 40 questions. This works out to 1.5 minutes per question. This is all that could possibly be needed time. Therefore, no compelling reason to surge, take as much time as is needed.
2. It is natural to be somewhat anxious in the beginning, therefore it is a decent practice to loosen up a bit. Endeavor the easy questions first, followed by the questions that are progressively difficult. If you are skipping questions, ensure you check your answers effectively beside the question number in the answer sheet or shape.
3. There are dependably a couple of precarious questions within the 40 questions. Try not to panic if you don't have a clue about the answers to these few questions. You can even now pass the test and get your certification.
4. Many candidates are making the wrong decision because they didn't unmistakably understand what was asked in the question. One key tip is that you need to peruse the question carefully.
5. Search for the KEYWORDS in the questions and answers. More often than not, they will lead you to the correct decision. Sometimes the answer is more straightforward than you think!
What Are The Benefits Of Getting An ITIL Certification?
Each business requires one or the other Information Technology (IT) benefit. The management of such kind of services, however, is pivotal and often overlooked. If you don't manage IT services that are used by your business, then organizational proficiency will surfer. Along these lines, for legitimate management of business-situated IT Services, it's adept to examine the Information Technology Infrastructure Library (ITIL), model. The program offers a handy, relevant framework that is meant for determining, identifying, delivering just as supporting business-arranged IT Services.
Subsequently, increasingly more IT pros select for ITIL foundation certification and training. Industry professionals having the certification adjust different IT services with key business forms. ITIL certification causes you to make IT as an integral asset that, further, gives you a chance to realize business goals. Continue reading to find some more benefits of the certification.
Perceived everywhere throughout the world
The ITIL certification has set benchmarks of greatness within the IT industry. All things considered, each IT professional makes progress toward attaining such benchmarks. Real IT brands just as specialist co-ops perceive the certification and advance the brand. Most IT engineers realize that the qualification of the program will add significant grist to their plants.
Understanding a common language
Most IT players use benefits management forms. The players, however, may not be using standardized procedures just as terminologies. ITIL training enables aspirants to understand a shared/standardized language that is applied to supply chains functioning around the world. Most technologists, working in worldwide supply chains, want to be part of the ITIL people group because of its overall acceptance.
Complete an effective employment
Everyone wants to be smart in the workplace. Each IT professional endeavors to find smart approaches to carry out a responsibility because they build productivity. Furthermore, a smart method for doing a particular errand enables the professionals to demonstrate their qualities. And an ITIL foundation certification can guarantee industrial professionals to have many such useful subtle strategies up their sleeves.
Change your conduct
The ITIL training sessions enable industry professionals to think in new ways. The program gets ready aspirants to use IT for improving customer satisfaction. The training program is custom fitted to enable professionals to coordinate their attention toward the neglected and emerging needs of customers. In addition, such training sessions help IT professionals enhance the administration conveyance mechanism and understand the changing demeanor of customers. The certification enables professionals to end up more proactive rather than receptive.
Building outrageous capacities
For delivering services productively, benefit managers must have center abilities, encounters just as aptitudes. ITIL training enables professionals to have capabilities and abilities that can strikingly enhance benefit conveyance mechanism of any organization.
Much the same as Rome, generosity can't be worked in a single day. Altruism is important for any sort of business. A business' generosity can only be manufactured if customers have confidence. The confidence of customers is gained only when business conveys what it guarantees. All around managed, astounding administration conveyance just as management is normal at whatever point required personnel work effectively. Such sort of productivity can be attained by signing up for ITIL training programs .
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.
Today I passed my ITIL (IT Infrastructure Library) Foundation Exam on the first pass! I am extremely happy because I have had to keep this under wraps until it comes to fruition. I have to go dark because I am all about outcomes NOT processes and steps.
This is the shortest turnaround period that I have ever had for a certification exam. I have a 2-day bootcamp. I supplement this with my Udemy GreyCampus online ITIL prep course. It lets me have a working knowledge of ITIL before I set foot in the classroom. This is my fourth certification and as with three before it, I have always prepared ahead of time because I feel like I am in charge of my education and understanding. I don’t want to be at the mercy of anyone. Now on to the good stuff!
Why did I take the ITIL Exam?
It has been on my list for a while. It is sort of completion and cleaning off my plate. Also I want to deepen my IT knowledge, quantify my service management knowledge and increase my competitive advantage in the marketplace.
Professionally, I also have PMP and CSM. Receiving my ITIL certification puts into the stratosphere because now I qualify for more job and contract opportunities. Personally, I am a longtime Trekker (raised on original Star Trek reruns with William Shatner). I have a love for technology and ITIL will help me get more exposure to the IT sector.
What did I learn about ITIL?
I have learned a whole lot more about a new system and service management. ITIL has also helped me envision domains differently. In project management there is initiating, planning, executing, monitoring and controlling and closing. In ITIL, there is service strategy, service design, service transitions, service operation, and continual service improvement. Moreover, ITIL has taught me a new take on the Deming cycle. In ITIL, it’s the continual service improvement’s 7-steps.
What resources did I use to pass ITIL?
I have used Udemy’s GreyCampus ITIL prep course (At the time I bought it for $10 during a sale!). I have watched some of the modules’ videos to familiar myself with the ITIL material. Finally, Intellectual Point’s 2-day ITIL Bootcamp. It’s also where I have taken the test.
Using my ITIL certification (of course!) and learning how to incorporate service management in project management. I am very big on learning how to continuously improve. ITIL provides me with this opportunity!
In the meantime, visit my LinkedIn page! I am open to receiving full-time IT and service management opportunites!
Originally published at www.pm.expert on June 25, 2017.
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