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000-052 | Collaborative Lifecycle Management V4 Exam

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000-052 - Collaborative Lifecycle Management V4 Exam - braindump

Vendor IBM
Exam Number 000-052
Exam Name Collaborative Lifecycle Management V4 Exam
Questions 150 Q & A
Recent Update February 15, 2019
Free PDF Download 000-052 Brain Dump
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000-052 exam Dumps Source : Collaborative Lifecycle Management V4 Exam

Test Code : 000-052
Test Name : Collaborative Lifecycle Management V4 Exam
Vendor Name : IBM
Q&A : 150 Real Questions

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IBM Collaborative Lifecycle Management V4

Alcoa Streamlines Collaboration and expertise management With PLM solutions From IBM and Dassault Systèmes | killexams.com Real Questions and Pass4sure dumps

source: IBM

March 21, 2005 02:00 ET

enterprise Leverages SMARTEAM in enterprise facilities administration and Design Collaboration

PARIS -- (MARKET WIRE) -- March 21, 2005 -- IBM and Dassault Systèmes (NASDAQ: DASTY) (Euronext Paris: #13065, DSY.PA) these days announced that Alcoa has chosen their Product Lifecycle management solutions (PLM) to improve collaboration efficiency and boost integration between engineering and production. Alcoa might be presenting its collaborative amenities management solution on the COE Annual clients conference in Phoenix this week.

Alcoa is a number one producer and supervisor of aluminum items and components. The corporation is energetic within the aerospace, industrial transportation and automotive trade, amongst others. It has skilled the merits of SMARTEAM in two of its subsidiaries.

Alcoa's capital engineering for Cleveland Works deployed SMARTEAM for amenities administration across 4 places. The enterprise is meeting the world challenges of a allotted business with the aid of streamlining alternate administration and providing unified access to the greater than 60,000 AutoCAD and TIF drawings of presses, buildings, and assist techniques at its 30-acre Cleveland site, as well as at production sites in Virginia, Hungary, and Mexico.

"setting up an commercial enterprise PLM equipment will allow us to extend our capabilities," noted Dora Tripp, equipment administrator, Design Engineering features, Alcoa Cleveland. "SMARTEAM's flexible facts model has enabled us to construct a complex, scalable expertise structure for accessing and collaborating with in our company."

In a a hit two-yr pilot program, the different subsidiary, Alcoa Wheel items' business automobile Wheel Division -- which serves the type 8 truck and automotive OEM industries -- carried out SMARTEAM to vault and control all its CATIA V5 product design records. Upon a a success creation launch, the answer can be prolonged by introducing extra optimized approaches throughout further places, including multi-CAD legacy facts, CATIA V4, SolidWorks and seasoned/ENGINEER®, and reaching gateway interconnectivity with the company's ERP system.

"SMARTEAM has the top of the line integration with CATIA V5 for handling complicated file constitution interrelationships," said Jim Black, wheel tooling coordinator for business automobile Wheels at Alcoa. "The engineers who work with this day in and day out consider here's key for our future."

"while offering daily benefit to individual clients and teams, SMARTEAM empowers Alcoa with a strategic business asset for enterprise-extensive collaboration and most appropriate leveraging of product intellectual property," noted Avinoam Nowogrodski, CEO, SMARTEAM. "For Alcoa, the rewards are already evident nowadays, with future business value assured because the scope of its PLM application expands."

About Alcoa

Alcoa is the world's main producer and manager of simple aluminum, fabricated aluminum and alumina facilities, and is energetic in all essential facets of the industry. Alcoa serves the aerospace, automotive, packaging, constructing and development, business transportation and industrial markets, bringing design, engineering, construction and other capabilities of Alcoa's agencies to customers. moreover aluminum items and components, Alcoa additionally markets consumer brands together with Reynolds Wrap® foils and plastic wraps, Alcoa® wheels, and Baco® household wraps. among its other corporations are vinyl siding, closures, fastening methods, precision castings, and electrical distribution methods for automobiles and vans. The business has 131,000 employees in forty three countries and has been a member of the Dow Jones Industrial average for 45 years and the Dow Jones Sustainability Indexes given that 2001. extra information may also be found at www.alcoa.com

About IBM

IBM is the area's largest technological business, presenting leadership and innovation all the way through the area for more than eighty years. IBM is the largest employer of "hardware," "software" and assistance expertise functions, and pioneered the building and implementation of "e-company" options. IBM earnings & Distribution, which supports greater than a dozen key industries global, works with organizations of all sizes all over to installation the total latitude of IBM applied sciences. The fastest approach to get extra tips about IBM is through the IBM domestic web page at http://www.ibm.com

About SmarTeam service provider Ltd.

SmarTeam develops, markets, and helps all of a sudden implemented, yet absolutely customizable, product lifecycle collaboration options that pressure efficiency, satisfactory and responsiveness for client-centric groups and their cost chains. situated in 1995, SmarTeam is without doubt one of the fastest-growing to be companies in the PLM market, with greater than three,a hundred valued clientele worldwide. Its vast options portfolio allows for manufacturing companies and their suppliers and clients to efficaciously manipulate and leverage product capabilities and enterprise procedures from theory through upkeep. SMARTEAM solutions help organizations of all sizes profit improvements in product great, reduce costs, expedite task turnaround, comply with business requisites, and shorten time-to-market. SMARTEAM is a Dassault Systèmes and IBM PLM solution and is delivered via world-type resellers on every continent. For more counsel, visit http://www.smarteam.com.

About Dassault Systèmes

As world leader in 3D and PLM (Product Lifecycle management) options, the Dassault Systèmes community brings cost to greater than eighty,000 consumers in eighty international locations. A pioneer in the 3D utility market in view that 1981, Dassault Systèmes develops and markets PLM utility software and features that aid industrial approaches and provide a 3D vision of the complete existence cycle of products from theory to upkeep. Its providing contains integrated PLM solutions for product construction (CATIA®, DELMIA®, ENOVIA®, SMARTEAM®), mainstream 3D design tools (SolidWorks®), and 3D components (Spatial/ACIS®). Dassault Systèmes is listed on the Nasdaq (DASTY) and Euronext Paris (#13065, DSY.PA) inventory exchanges. For extra assistance, consult with http://www.3ds.com


application provides mission management for IBM systems. | killexams.com Real Questions and Pass4sure dumps

Press liberate abstract:

working on IBM portal and crew collaboration technologies, ProjExec® v4.0 provides venture lifecycle management for teams of all kinds and sizes. software builds on venture management equipment together with Gantt charts and full 2-method synchronization with Microsoft task. Scheduling module comprises dynamic resource allocation performance for pass-task aid resolution, whereas web 2.0 capabilities present ability to operate moves at once in views.

common Press release: Trilog announces ProjExec® 4.0 widespread Availability

Intuitive venture administration solution for IBM Collaborative structures

Woburn, MA - December four, 2008 -- Trilog neighborhood these days introduced the customary availability of ProjExec 4.0, the newest unencumber of Trilog's award profitable collaborative mission management solution. ProjExec 4.0 provides finished undertaking existence cycle administration to satisfy expanded demand for intuitive and cost-efficient web-primarily based collaborative task administration tools for undertaking teams of every kind and sizes. ProjExec 4.0 runs on the newest IBM portal and crew collaboration technologies to present an intensive latitude of deployment options, all with the same function-prosperous, entirely built-in, comprehensive suite of collaborative challenge administration aspects to streamline mission administration.

"The number of initiatives undertaken by means of companies has elevated to remarkable ranges, yet the demand to cut back body of workers and scale back budgets is improved than ever before," pointed out Alex El Homsi, President and CEO, Trilog neighborhood. "purchasers actually admire mark downs in operational assignment costs achieved using ProjExec."

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Availability and Pricing

ProjExec four.0 is now attainable for IBM Lotus Quickr eight.1, IBM WebSphere Portal 6.1 or IBM WebSphere. There are two versions of ProjExec four.0; ProjExec commercial enterprise four.0 presents a finished commercial enterprise challenge management solution with complete task life cycle management. ProjExec express four.0 offers entry-stage challenge scheduling and tracking capabilities for small task groups. ProjExec four.0 is licensed both per consumer or per CPU. For particular pricing tips or for a list of facets and merits, please call (800) 818-2199 or discuss with www.triloggroup.com.

About Trilog group, Inc.

Trilog community, a leading company of undertaking administration and collaboration for IBM structures, is an IBM Premier associate and recipient of each the 2008 and 2006 IBM Lotus CTO Innovation Award as well as winner of the IBM Beacon Award for ideal Lotus application solution in 2006. centered in 1997, privately held Trilog community, is headquartered in Woburn, Massachusetts.

linked Thomas industry update Thomas For Industry

Product Lifecycle administration solutions from IBM and Dassault Systemes enhance efficiency at main premium automobile brand | killexams.com Real Questions and Pass4sure dumps

BMW group Expects a discount in construction Time and an increase in Operational and monetary Efficiencies - a couple of Hundred BMW group Suppliers Will undertake the identical World-main Collaborative Design answer

IBM and Dassault Systemes (Nasdaq: DASTY, Euronext Paris: #13065, DSY.PA) Thursday announced that BMW community, one of the most world's most profitable motor vehicle producers and chief within the top class automobile market, is constructing a new car software with IBM Product Lifecycle management technology with utility from Dassault Systemes. The effective solution is helping BMW community to streamline product development and comprise costs.

IBM PLM options, with CATIA(R) V5 for collaborative product building and ENOVIA(TM) for product statistics and lifecycle management developed via Dassault Systemes, will permit BMW community to reuse normal vehicle components to create numerous variations that may also be used from one model to the next. Integrating all product assistance right through the car development lifecycle, the brand new PLM platform is determined to raise operational efficiency, raise collaboration between development groups, in the reduction of time to market, and ultimately bring better top rate motors for increased client delight. the two-year rollout represents a major IT investment by way of the BMW group.

IBM has also been engaged in an extensive CATIA V5 rollout software to integrate BMW group suppliers with the PLM platform. a number of hundred suppliers contributing to BMW's new motor vehicle software will be equipped with IBM PLM options via the end of 2004. This collaboration will allow material suppliers to vastly improve efficiency through reacting to the design changes which are typical in new automobile development a ways earlier in the product construction cycle and get rid of unnecessary time delays that translate into prices.

lengthy-time companions with BMW community for product building, IBM and Dassault Systemes' crew of consulting specialists are helping BMW group to revolutionize the manner a automobile is conceived and developed. With world-classification PLM tools and trade expertise, BMW community continues to try for the gold standard building procedure across all domains.

BMW neighborhood is now prepared to increase entire cars very nearly, which are the basis for comprehensive digital validations, i.e., crash test and other automobile safeguard and efficiency simulations, drastically cutting back the want for expensive actual prototypes. predicted advantages consist of a significant reduction in each development time and value by way of a method which enables faster and greater imaginitive design.

CATIA V5 should be used to create a digital grasp automobile mannequin that will also be used to enhance a full household of vehicles. ENOVIAVPM will run at the same time as with CATIA V5 and CATIA V4 for total integration of automobile design and manufacturing counsel. it is going to also permit BMW neighborhood to efficaciously control all automobile-connected tips - linking common standards, tactics, functions and methodology.

"we have been working with BMW for more than twenty years. during that point, we now have studied their building strategies, listened to their engineers, and together get a hold of PLM solutions that perfectly fit BMW neighborhood's building approach. it be a win-win relationship built on have confidence and recognize that has helped BMW community, Dassault Systemes and IBM develop into leaders of their respective domains," observed Bruno Latchague, executive vp, construction and aid, Dassault Systemes and Dr. Manfred Sammet, IBM PLM management government for the BMW digital car application.

automobiles from the different BMW group brands, MINI and Rolls Royce, are additionally developed using IBM PLM options.

About IBM

IBM is the realm's greatest technological company, providing management and innovation all the way through the world for more than 80 years. IBM is the greatest enterprise of "hardware", "software" and information technology services, and pioneered the development and implementation of "e-business" solutions. IBM income & Distribution, which supports more than a dozen key industries global, works with organizations of all sizes world wide to set up the complete range of IBM technologies. The fastest solution to get greater tips about IBM is during the IBM domestic page at http://www.ibm.com

About Dassault Systemes

As world chief in PLM (Product Lifecycle administration) solutions, the Dassault Systemes group brings value to more than sixty five,000 valued clientele in 80 international locations. A pioneer within the 3D software market considering 1981, Dassault Systemes develops and markets PLM software application and capabilities that guide industrial methods and supply a 3D vision of the total lifestyles cycle of items from idea to retirement. Its offering contains built-in PLM options for product construction (CATIA, DELMIA, ENOVIA, SMARTEAM), mainstream product design tools (SolidWorks), and 3D add-ons (SPATIAL). Dassault Systemes is listed on the Nasdaq (DASTY) and Euronext Paris (#13065, DSY.PA) inventory exchanges. For more advice, discuss with http://www.3ds.com


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Adaptive Corporation and Processia Solutions Improve North American Reach Delivering and Supporting PLM Solutions by Dassault Systèmes | killexams.com real questions and Pass4sure dumps

CLEVELAND & LAVAL, Quebec--(BUSINESS WIRE)--Adaptive Corporation and Processia Solutions announce a strategic alliance focused on offering and delivering best in class Dassault Systèmes PLM Solutions to customers in both the US and Canada. By leveraging the unique skills of each organization, customers will experience a seamless integration of industry knowledge, software sales, implementation services, and training with respect to the V4, V5 and V6 PLM platforms from Dassault Systèmes.

Processia’s core competency and main focus is delivering world class PLM implementation services for customers seeking to implement any products in the portfolio of Dassault Systèmes. Processia services a number of industries including: Aerospace, Automotive, Energy, Life Sciences, Industrial Equipment, Industrial Products and Consumer Products. “Processia offers resources and delivers projects in these industries with the right balance of technological expertise and industry know-how,” observes Vincent Fraser, Chief executive officer of Processia.

Adaptive has broad experience with Dassault Systèmes products in the mid-market and specializes in implementing systems for Governance, addressing Change Management, Configuration Management and Program Management in a variety of industries including Automotive, Aerospace and Defense, Industrial Equipment, Energy and Life Sciences.

“Together, Adaptive and Processia offer a unique combination of Industry and Mid-Market expertise that is unparalleled in the PLM North American marketplace,” said Frank Thomas, President of Adaptive.

“Dassault Systèmes fully supports this alliance. Adaptive and Processia’s collaboration will allow them to focus on offering and delivering world-class PLM solutions and services to support our customers’ success,” stated Geoffrey Rodgers, Vice President of Value Solutions in North America for Dassault Systèmes.

About Adaptive

Adaptive Corporation is a business partner in North America for Dassault Systèmes’ (DS) collaborative PLM solutions. Adaptive and DS help global enterprises as well as small and medium businesses bring together people, processes, content, and systems to achieve a compelling competitive advantage. Our interoperable solutions unify and streamline processes across the product lifecycle, enabling companies to easily and cost-effectively work on programs and projects throughout their enterprises and supply chains.

For more information, visit http://www.adaptivecorp.com/.

About Processia

Processia Solutions is a leader in the field of product lifecycle management (PLM) integration and optimization in North America and Europe with offices in Laval (Canada), Paris (France) and Coventry (UK). Processia’s expertise is used by different industries (Formula One, Aerospace, Automotive, Transportation and others) with a comprehensive suite of services that includes business consulting, solution design, software development, application integration and full implementation services. Processia Solutions is an official Dassault Systèmes Global V6 Services Partner.

For more information, visit http://www.processia.com.

About Dassault Systèmes

As a world leader in 3D and Product Lifecycle Management (PLM) solutions, Dassault Systèmes brings value to more than 130,000 customers in 80 countries. A pioneer in the 3D software market since 1981, Dassault Systèmes applications provide a 3D vision of the entire lifecycle of products from conception to maintenance to recycling. The Dassault Systèmes portfolio consists of CATIA for designing the virtual product - SolidWorks for 3D mechanical design - DELMIA for virtual production - SIMULIA for virtual testing - ENOVIA for global collaborative lifecycle management, EXALEAD for search-based applications and 3DVIA for online 3D lifelike experiences. For more information, visit http://www.3ds.com.

CATIA, DELMIA, ENOVIA, EXALEAD, SIMULIA, SolidWorks and 3DVIA are registered trademarks of Dassault Systèmes or its subsidiaries in the US and/or other countries.


Alcoa Streamlines Collaboration and Knowledge Management With PLM Solutions From IBM and Dassault Systèmes | killexams.com real questions and Pass4sure dumps

SOURCE: IBM

March 21, 2005 02:00 ET

Company Leverages SMARTEAM in Enterprise Facilities Management and Design Collaboration

PARIS -- (MARKET WIRE) -- March 21, 2005 -- IBM and Dassault Systèmes (NASDAQ: DASTY) (Euronext Paris: #13065, DSY.PA) today announced that Alcoa has chosen their Product Lifecycle Management solutions (PLM) to improve collaboration efficiency and increase integration between engineering and production. Alcoa will be presenting its collaborative facilities management solution at the COE Annual Users Conference in Phoenix this week.

Alcoa is a leading producer and manager of aluminum products and components. The supplier is active in the aerospace, commercial transportation and automotive industry, among others. It has experienced the benefits of SMARTEAM in two of its subsidiaries.

Alcoa's capital engineering for Cleveland Works deployed SMARTEAM for facilities management across four locations. The company is meeting the global challenges of a distributed enterprise by streamlining change management and providing unified access to the more than 60,000 AutoCAD and TIF drawings of presses, buildings, and support systems at its 30-acre Cleveland site, as well as at production sites in Virginia, Hungary, and Mexico.

"Setting up an enterprise PLM system will allow us to expand our capabilities," said Dora Tripp, system administrator, Design Engineering Services, Alcoa Cleveland. "SMARTEAM's flexible data model has enabled us to build a complex, scalable knowledge structure for accessing and collaborating with in our organization."

In a successful two-year pilot program, the other subsidiary, Alcoa Wheel Products' Commercial Vehicle Wheel Division -- which serves the Class 8 truck and automotive OEM industries -- implemented SMARTEAM to vault and manage all its CATIA V5 product design data. Upon a successful production launch, the solution will be extended by introducing more optimized processes across additional locations, including multi-CAD legacy data, CATIA V4, SolidWorks and Pro/ENGINEER®, and achieving gateway interconnectivity with the company's ERP system.

"SMARTEAM has the best integration with CATIA V5 for handling complex file structure interrelationships," said Jim Black, wheel tooling coordinator for Commercial Vehicle Wheels at Alcoa. "The engineers who work with this day in and day out believe this is key for our future."

"While delivering daily benefit to individual users and teams, SMARTEAM empowers Alcoa with a strategic enterprise asset for enterprise-wide collaboration and optimal leveraging of product intellectual property," said Avinoam Nowogrodski, CEO, SMARTEAM. "For Alcoa, the rewards are already evident today, with future business value guaranteed as the scope of its PLM program expands."

About Alcoa

Alcoa is the world's leading producer and manager of primary aluminum, fabricated aluminum and alumina facilities, and is active in all major aspects of the industry. Alcoa serves the aerospace, automotive, packaging, building and construction, commercial transportation and industrial markets, bringing design, engineering, production and other capabilities of Alcoa's businesses to customers. In addition to aluminum products and components, Alcoa also markets consumer brands including Reynolds Wrap® foils and plastic wraps, Alcoa® wheels, and Baco® household wraps. Among its other businesses are vinyl siding, closures, fastening systems, precision castings, and electrical distribution systems for cars and trucks. The company has 131,000 employees in 43 countries and has been a member of the Dow Jones Industrial Average for 45 years and the Dow Jones Sustainability Indexes since 2001. More information can be found at www.alcoa.com

About IBM

IBM is the world's largest technological company, providing leadership and innovation throughout the world for more than 80 years. IBM is the largest supplier of "hardware," "software" and Information Technology services, and pioneered the development and implementation of "e-business" solutions. IBM Sales & Distribution, which supports more than a dozen key industries worldwide, works with companies of all sizes around the world to deploy the full range of IBM technologies. The fastest way to get more information about IBM is through the IBM home page at http://www.ibm.com

About SmarTeam Corporation Ltd.

SmarTeam develops, markets, and supports rapidly implemented, yet totally customizable, product lifecycle collaboration solutions that drive efficiency, quality and responsiveness for customer-centric organizations and their value chains. Founded in 1995, SmarTeam is one of the fastest-growing companies in the PLM market, with more than 3,100 customers worldwide. Its broad solutions portfolio enables manufacturing organizations and their suppliers and customers to efficiently manage and leverage product knowledge and business processes from concept through maintenance. SMARTEAM solutions help companies of all sizes gain improvements in product quality, reduce costs, expedite project turnaround, comply with industry standards, and shorten time-to-market. SMARTEAM is a Dassault Systèmes and IBM PLM solution and is delivered by world-class resellers on every continent. For more information, visit http://www.smarteam.com.

About Dassault Systèmes

As world leader in 3D and PLM (Product Lifecycle Management) solutions, the Dassault Systèmes group brings value to more than 80,000 customers in 80 countries. A pioneer in the 3D software market since 1981, Dassault Systèmes develops and markets PLM application software and services that support industrial processes and provide a 3D vision of the entire life cycle of products from conception to maintenance. Its offering includes integrated PLM solutions for product development (CATIA®, DELMIA®, ENOVIA®, SMARTEAM®), mainstream 3D design tools (SolidWorks®), and 3D components (Spatial/ACIS®). Dassault Systèmes is listed on the Nasdaq (DASTY) and Euronext Paris (#13065, DSY.PA) stock exchanges. For more information, visit http://www.3ds.com


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.



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