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BH0-008 | ISEB Foundation Certificate in Green IT

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BH0-008 - ISEB Foundation Certificate in Green IT - braindump

Vendor ISEB
Exam Number BH0-008
Exam Name ISEB Foundation Certificate in Green IT
Questions 80 Q & A
Recent Update February 11, 2019
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BH0-008 exam Dumps Source : ISEB Foundation Certificate in Green IT

Test Code : BH0-008
Test Name : ISEB Foundation Certificate in Green IT
Vendor Name : ISEB
Q&A : 80 Real Questions

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what is ITIL? Your book to the IT Infrastructure Library | killexams.com Real Questions and Pass4sure dumps

what's ITIL?

The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of most useful practices for offering IT functions. ITIL has gone through several revisions in its background and currently includes 5 books, each overlaying a number of approaches and stages of the IT carrier lifecycle. ITIL’s systematic approach to IT service administration can support organizations manage chance, improve customer family members, establish comparatively cheap practices, and build a sturdy IT environment that enables for growth, scale and change.

Developed by the British executive's primary computing device and Telecommunications agency (CCTA) throughout the Nineteen Eighties, the ITIL first consisted of more than 30 books, developed and released over time, that codified foremost practices in guidance expertise collected from many sources (including carriers' top-rated practices) around the globe. IBM, as an instance, says that its four-volume series on programs-management ideas, A management device for tips systems, known as the Yellow Books, provided vital input into the customary ITIL books.

In April 2001, CCTA, together with a number of other groups, have been rolled into the office of government Commerce (OGC), which is now normal because the cupboard office. The OGC adopted the task as a part of its mission to work with the U.k. public sector as a catalyst to achieve efficiency, price for funds in industrial actions, and superior success within the birth of programs and projects.

The purpose wasn't to create a proprietary product that may be commercialized; reasonably, it turned into to collect optimum practices that may assist with what the govt diagnosed become an expanding dependence within the government on IT combined with a painful lack of general approaches that were expanding charges and allowing error to perpetuate. It directly grew to become obvious that distributing these most efficient practices would earnings both public and private-sector groups.

over the years, ITIL's credibility and utility grew to be diagnosed, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 provider management commonplace, the first overseas ordinary for IT provider management; it's in response to British ordinary BS15000.

on the grounds that 2013, ITIL is owned with the aid of Axelos — a joint venture between the cabinet workplace and Capita. Axelos offers organizations the license to make use of the ITIL framework, whereas managing updates and procedure adjustments. although, to use ITIL internally, corporations would not have a license. ITIL v3 become launched in 2011, under the cupboard workplace, bringing updates to the 2007 version published under OGC.

In 2018, Axelos announced ITIL four – an immense overhaul to the total framework and the biggest change because ITIL v3 was posted in 2007. ITIL four, which started rolling out in Q1 of 2019, offers a more agile, bendy and customizable edition of ITIL that is up-to-date for up to date businesses. The newest version encourages less siloes, extra collaboration, conversation throughout the entire business and integrating agile and DevOps into ITSM techniques.

What's within the ITIL?

The ITIL has passed through a number of revisions in its heritage. The customary 30 books of the ITIL were first condensed in 2000 (when ITIL V2 was launched) to seven books, each wrapped around an aspect of IT administration. Later, the ITIL Refresh undertaking in 2007 consolidated the ITIL to five volumes which include 26 process and features – here is stated as the ITIL 2007 edition. In 2011, a further update — dubbed ITIL 2011 — changed into posted beneath the cupboard office. The five volumes remained, and ITIL 2007 and ITIL 2011 remained similar.

ITIL four, which changed into released in 2019, continues the identical center of attention on automating tactics, enhancing service management and integrating the IT department into the company. however, it additionally updates the framework to accommodate and reply to up to date technology, equipment and utility. because ITIL’s remaining update, the IT branch has grown to turn into imperative to each enterprise and the new framework accommodates this with the aid of being more agile, bendy and collaborative.

ITIL four contains nine guiding principles that have been adopted from probably the most fresh ITIL Practitioner exam, which covers organizational exchange administration, communique and size and metrics. These ideas include:

  • center of attention on cost
  • Design for experience
  • beginning the place you are
  • Work holistically
  • progress iteratively
  • observe directly
  • Be clear
  • Collaborate
  • keep it simple
  • The latest version of ITIL makes a speciality of business way of life and integrating IT into the ordinary company constitution. It encourages collaboration between IT and different departments, principally as other company contraptions increasingly count on expertise to get work carried out. ITIL 4 also emphasizes client feedback, when you consider that it’s less difficult than ever for agencies to take into account their public perception, customer pride and dissatisfaction.

    For extra tips on the advantages of the latest version of ITIL, see “ITIL 4: ITSM receives agile.”

    How do I put ITIL into apply?

    ITIL is a collection of e-books, but basically happening a analyzing binge won't improve your IT operations. First, you need to wrap your mind across the concepts after which get staff buy-in. Getting some IT personnel to adopt new methods can be like herding cats, but there are tools that can aid.

    together with the ITIL comes a whole suite of consulting, training and certification functions. From the early 1990s, certifications were administered via two impartial bodies: EXIN and ISEB, counting on your place. the two bodies fashioned an alliance at the conclusion of 2006 to further IT provider administration.

    since 2014, Axelos is the owner of the ITIL personnel certification and checks are administered by way of accepted working towards groups (ATOs). Accreditations are administered by using Strategic Examination Institutes (EIs). EIs deserve to be permitted at once by using Axelos with a purpose to offer accreditation to ATOs.

    earlier than enforcing ITIL at your businesses, there are a number of questions remember to reply, equivalent to what complications your corporation is attempting to solve and what is your path to continual provider development.

    For a deeper look at placing ITIL into apply, see "7 questions to ask before implementing ITIL" and "how to get begun with ITIL."

    what's ITIL certification and is it price it?

    The ITIL v3 certification scheme in the past consisted of 5 stages: foundation, Practitioner, Intermediate, skilled and master. each stage required a far better depth of talents and understanding of ITIL. The certification scheme below ITIL four has been streamlined to encompass the ITIL basis and the ITIL master assessments. The ITIL groundwork examination has two paths, ITIL Managing skilled (MP) or ITIL Strategic chief (SL), which each have their own modules and checks.

    The ITIL Managing professional (MP) examination is designed for IT practitioners who are concerned with know-how and digital teams all through the corporation, now not just in the IT branch. This path will train authorities everything they deserve to know about running a hit IT projects, teams and workflows.

    Modules encompass:

  • ITIL professional – Create, convey and assist
  • ITIL professional – force Stakeholder price
  • ITIL professional – high speed IT
  • ITIL Strategist – Direct, Plan & increase
  • The ITIL Strategic chief (SL) exam is designed for those who take care of “all digitally enabled capabilities,” and not simply people who fall beneath IT operations. This direction focuses on how technology directs enterprise approach and the way IT plays into that.

    Modules encompass:

  • ITIL Strategist – Direct, Plan & enrich
  • ITIL leader – Digital & IT approach
  • both paths can lead to the ITIL master exam, which is the highest stage of certification you could obtain with ITIL 4.

    For those already in the middle of working against a ITIL v3 certifications, credit will transfer over to the brand new certifications. Axelos recommends that every one ITIL certification candidates continue the path in opposition t ITIL grasp.

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

    How can ITIL increase my business's enterprise efficiency?

    A well-run IT firm that manages risk and continues the infrastructure buzzing now not simplest saves funds, however additionally allows for the business people to do their jobs greater with ease. for instance, brokerage enterprise Pershing reduced its incident response time by using 50 p.c within the first 12 months after restructuring its service desk in keeping with ITIL guidelines, allowing users with issues to get again to work an awful lot more at once.

    ITIL gives a scientific and skilled approach to the administration of IT service provision, and presents the following benefits:

  • decreased IT costs
  • improved IT functions by utilizing confirmed most efficient observe approaches
  • improved customer pride through a more skilled strategy to service beginning
  • requisites and assistance
  • more desirable productiveness
  • greater use of talents and event
  • stronger beginning of third-birthday celebration capabilities throughout the specification of ITIL or BS15000 as the normal for provider delivery in services procurements
  • in line with Axelos, ITIL can also help groups increase capabilities with the aid of:

  • helping organizations manipulate possibility, disruption and failure
  • strengthening customer family members with the aid of “supplying efficient capabilities that meet their needs”
  • establishing cost-efficient practices
  • building a reliable atmosphere that nevertheless allows for growth, scale and change.
  • For a deeper analyze the way to get the most from ITIL, see "5 steps to a hit ITIL adoption."

    what will ITIL cost?

    Getting all started involves the buy of the ITIL either as hardcopy, PDF, ePub or through an internet subscription at once from Axelos. Then there's the charge of coaching, which fluctuates every year. The route resulting in the preliminary groundwork certificate typically runs for two days, and classes resulting in larger certifications can be every week or extra.

    Add to that the inevitable can charge of re-engineering some techniques to agree to ITIL guidelines, and adjustment of help desk or different software to capture the tips you want for tracking and generating metrics.

    there is, by the way, no such element as "ITIL-compliant" application; the ITIL is a framework, not a common. Some help desk and management utility has been engineered with ITIL practices in intellect, youngsters, and so will lend themselves superior to groups working inside the framework.

    Examples of utility and features designed with ITIL and ITSM in intellect consist of:

  • Samange: presents carrier desk automation with the ITIL framework in mind
  • InvGate provider Desk: a web-primarily based ITIL-equipped provider that boasts a consumer-pleasant interface
  • ManageEngine ServiceDesk Plus: internet-based mostly support desk and asset administration utility that's attainable in an ITIL edition
  • vision Helpdesk: A multifunction provider desk solution with ITIL integration
  • How long will an ITIL challenge take?

    ITIL isn't a "task"; or not it's an ongoing event to increase IT provider management. choicest practices should be baked into everything, and they should evolve as the enterprise evolves. With IT staff buy-in, alterations can start once body of workers are informed, and a few results may still be obvious within weeks or months. process changes do take time, besides the fact that children, as entrenched bad practices are rooted out and modified (and, doubtlessly, body of workers changes occur), however many organizations have suggested significant reductions after their first yr.

    To get a higher conception of what it is going to take to undertake and put into effect ITIL, that you can flick thru case studies on the Axelos site. contemporary case reports include businesses like Sony and Disney — two businesses with big IT operations to control.

    What discount rates am i able to predict?

    organizations and public sector organizations which have efficaciously applied ITIL top-quality practices file large savings.

    for example, in its advantages of ITIL paper, purple Elephant reports that Procter and Gamble saved about $500 million over four years by means of cutting back aid desk calls and improving working methods. Nationwide assurance executed a forty percent reduction in device outages and estimates a $four.three million ROI over three years, and Capital One reduced its "enterprise important" incidents by way of 92 p.c over two years. After three years of ITIL implementation, woodland items enterprise MeadWestvaco claimed to have eradicated more than $one hundred,000 annually in IT preservation contracts and recognized a ten p.c benefit in operational stability due to ITIL.

    without buy-in and cooperation from IT staff, besides the fact that children, any implementation is certain to fail. Bringing most excellent practices into a company is as a good deal a PR job as it is a technical endeavor.

    different criticisms consist of the incontrovertible fact that it’s impossible to plot for each failure, adventure or incident so it’s now not an actual science. basically, you received’t know the actual ROI on ITIL except you implement it within your organization and use it effortlessly. ultimately, seeing that ITIL is a framework, it may best be as successful as company buy-in makes it possible for. Embracing certifications, practising and investing within the shift will support raise the probabilities of success and mark downs.

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    PM lays foundation stone for integrated passenger terminal | killexams.com real questions and Pass4sure dumps

    Prime Minister Narendra Modi on Sunday laid the foundation stone for the new integrated passenger terminal at Tiruchi International Airport through video conferencing.

    While Mr. Modi, accompanied by Governor Panwarilal Purohit, Chief Minister Edappadi K. Palaniswami and Deputy Chief Minister O. Panneerselvam, symbolically pressed a button for staring the construction works from Tirupur, a group of dignitaries, seated at the old terminal, witnessed the event by watching it on a mega screen.

    Collector K. Rajamani, P. Kumar, Member of Parliament, Tiruchi, Airport Director, K. Gunasekaran, General Manager, Project, Tiruchi Airport, P. Srikrishna, Airport Advisory Committee member M.A. Aleem and others participated in the function. Briefing the media on the construction of new terminal, Mr. Srikrishna said that the Airports Authority of India (AAI) had sanctioned ₹.950 crore for the project. It was necessitated because of record annual growth of about 12% in terms of passenger traffic. The Tiruchi airport was handling about 1.5 million passengers per annum. It was expected to handle 3.52 million passengers per annum by 2025. The new terminal has been planned to meet the projected growth. He said that the new terminal building would be a fully air-conditioned modular structure. It was designed to handle over 3.5 million passengers per annum and 2,900 passengers at peak hour. The terminal would have an area of 60,700 square metres.

    Mr. Srikrishna said it would not only be an energy-efficient building but would also confirm to the green rating of the Integrated Habitat Assessment (GRIHA). It has been decided to form rooftop solar panels on terrace to meet its electricity partially. It would have 10 aero bridges and there would be 10 aircraft parking bays. There would also be a parking lot outside the terminal that would accommodate 1,000 cars. The state-of-the-art terminal would have 26 escalators and lifts. The construction would be completed by 2021.

    In addition to the new terminal, a new technical block-cum-control tower would also be constructed at a cost of ₹.75 crore. The Non-Objection Certificate (NoC) for height clearance has already been obtained for 42.5 meters. Similarly, the existing runway would be resurfaced at an estimate of ₹.15 crore.

    The official added that the existing apron was designed to accommodate 7 aircraft at a time. It would be expanded at a cost of ₹.10 crore to accommodate a few more aircraft.

    The rise of Aaron Wan-Bissaka: ‘A lot of the time I can’t get my head around it’ | killexams.com real questions and Pass4sure dumps

    Evidence Aaron Wan-Bissaka does actually do flustered surfaced at a little after 2pm on Tuesday. The novice full-back who had confronted and contained Christian Eriksen, Alexis Sánchez and Eden Hazard on his first three senior outings and has established himself as the most prolific and cleanest tackler across Europe’s elite five leagues, was backstage at his old school, Good Shepherd, when his name was announced inside the assembly hall.

    The boy from New Addington turned Crystal Palace full-back had anticipated an audience with a couple of classes at most, so the ear-splitting din summoned by the excitable throng, 250-strong, rocked him on his heels. There was a flicker of apprehension, a sheepish smile as he edged into the hall, and disbelief at the delighted bedlam. “It’s mad to see,” he offered once the Q&A and quiz had been successfully negotiated. “A lot of the time I can’t really get my head around it, but it shows I’ve come a long way. I have to be grateful.”

    Wan-Bissaka is slowly coming to terms with the adulation, even if trips back to this corner of Croydon tend to labour the point. His parents still live round the corner from the school, across from the sloped field where he first ventured out with his older brother, Kevin, for a kickabout. “There’d be balls flying everywhere, a free for all. The council would cut the grass every now and then and we’d play proper 15-a-side matches, and I’d be first pick, even though I was probably the youngest. It was the skills. The free-styling. I loved watching Thierry Henry and Ronaldinho expressing themselves, so that’s what I copied.”

    These days the kids tend to spot his car on his visits home, before camping outside the Wan-Bissakas’ house, taking turns to ring the doorbell and pester for an autograph. Up at the community centre in nearby Fieldway, where the Palace for Life Foundation teams up with Croydon council and the Metropolitan Police to run coaching courses aimed at tackling youth violence, he is the poster boy. Those in attendance at Good Shepherd included a local publican seeking a signature on a pair of boots, and Father Boyle, brandishing the player’s baptism certificate, from the neighbouring church. Wan-Bissaka is the local lad, from one of the borough’s poorest wards, made spectacularly good.

    Most remarkable is the ease with which he has taken to the Premier League. At 14 there had been a debate at Palace as to whether Wan-Bissaka, a quiet, gangly kid, should be retained. By early 2017 the boyhood Arsenal supporter was still essentially striving to make his mark at a club brimming with wingers. Twelve months ago, as an unused fourth-choice right-back, he had pushed for a move to League Two. On Saturday he confronts West Ham as the best one-on-one defender in the division this season having mustered more successful tackles (66 of 91) than anyone in the Premier League, Bundesliga, Serie A, Ligue Un or Primera Liga.

    Sign up to The Recap, our weekly email of editors’ picks.

    He is the only player in England to boast 40 or more tackles, completed take-ons (40) and interceptions (57), and only seven opponents have successfully wriggled beyond him. And all this from a player – his nickname is “Spider” – who has never received any formal coaching on how to tackle. “No, none. Never. I have no idea where I get it from, and I’m just as confused when I see all the stats. I’d never tackle on Walton Green. I was too busy doing the tricks, and I just didn’t like defending. I’d intercept the ball because I was quick, but I only probably started tackling in the under-23s.

    “I’d always been a forward, from playing above my age group at [the local grassroots club] Junior Elite, where my brother played – he was better than me – to joining Palace at 11. I went through all the teenage stuff, where you don’t see the pathway and do things without thinking, but Palace and my dad, Ambrose, snapped me out of it. He’s always been a guiding light: ‘Keep going, work hard, things will turn.’”

    Aaron Wan-Bissaka dispossesses Liverpool’s Naby Keïta at Anfield. Photograph: Laurence Griffiths/Getty Images

    The then first-team coach, Kevin Keen, had hauled him from the academy to make up the numbers and was impressed with the way he succeeded in nullifying Wilfried Zaha. Yet it was the under-23 coaches, Richard Shaw and Dave Reddington, who took the plunge by employing the tearaway winger at right-back in a 2-2 draw at Charlton. The rookie was exposed at times.

    “I really didn’t enjoy it,” said Wan-Bissaka. “I couldn’t express myself going forward, the defending was all new, and I came away thinking: ‘This isn’t me.’ I never said anything, but Redders and Shawsy knew. They started working with me, doing second sessions, practising defensive drills. That’s when it started.

    “Training up against Wilf and Yannick Bolasie toughened me up. As an ex-winger, you get a sense of what they’re trying to do: which way they might go, how they’re thinking. You can anticipate things easier. When Roy Hodgson changed my timetable to full-time with the first team, I knew I was making progress even if I still never played.

    “Last January there was interest from League Two in a loan but towards the end of the window nothing had happened and I was panicking. I asked Brighty [Mark Bright, the club’s director of under-23s’ development] to put the question in, and he came back saying the manager wanted to see me. I went in on my day off, just before the first team were training.

    “I was in the changing-room for 30 minutes, waiting, only for [Hodgson] eventually to come in and say he didn’t feel I’d benefit from the type of football I’d play at that level, and that I should stay and learn. I was a bit upset because I’d really wanted to go. I just didn’t see myself playing any time soon. But he actually made me put my kit on and train then and there.”

    It would take an injury crisis four weeks later to offer an opportunity to become the first academy graduate to make his debut for the senior side for 2,148 days. “On the day before the game with Tottenham Hotspur I’d counted up there were 19 of us training, including two other under‑23s, so I was sure I’d make the bench. We all piled into the analysis meeting where they put the lineup up on the whiteboard. I’d always scan the bench first, at the bottom, because I’m realistic. But I wasn’t on it. I was gutted. I don’t know who tapped me on the shoulder first, but that made me look at the top of the list and there I was, second down, at right-back.

    “Spurs, Christian Eriksen ... the first thing that went through my mind was it was going to be a long afternoon. But the manager clearly had faith in me. My aim has always been to make him proud because he gave me a chance. I went to bed earlier than usual that night, and was buzzing until I got to the ground on match day. Then, 10 minutes before kick-off, the nerves kicked in until the first tackle. It was on Ben Davies. He cut in-field away from me and kept running, but I don’t think he knew I had such long legs. I chased him down, slid in and took the ball to set up a counter. I wasn’t shy. I never looked back from that.”

    Aaron Wan-Bissaka in the assembly hall of Good Shepherd primary school near Croydon. ‘It’s mad to see,’ he says of the adulation. Photograph: Tom Jenkins/The Guardian

    The ensuing weeks brought encounters with Sánchez, Marcus Rashford and Hazard. “He [Hazard] was the toughest. He’s just busy. I’m not saying I can’t read him, but he does so much on the ball, and off it too. He doesn’t just get it and pass it on. He always does something: maybe not directly against me, but something that affects me somehow, dragging me out of position, freeing someone else up to run at me. He’s so clever, one of the best. At the same time, those are the situations you learn most from.”

    Wan-Bissaka’s form has been a revelation to such an extent that, when he gave the ball away at the end of last weekend’s victory over Fulham, Hodgson admitted to being “relieved because I was starting to think he might be a robot”.

    Gareth Southgate has taken notice before next month’s Euro 2020 qualifiers. Wan-Bissaka once played up front for DR Congo’s Under-17s in a friendly at St George’s Park, but has since represented England to Under‑21 level and the Football Association, having lost Victor Moses and Zaha to Nigeria and Ivory Coast, will be anxious not to let another prospect nurtured in south London slip away. “Yannick spoke to me about Congo, and it was an option, but my parents said they’d support me either way. As a kid, playing for my country was a dream. It would be such a huge honour.”

    First, though, Wan-Bissaka has progress at Palace to occupy his mind. The pupils at Good Shepherd, with whom Palace for Life hopes to work as it extends the project which has seen coaches placed in 35 primary schools, had mobbed their hero at the end of the assembly, the full-back swamped by a pile of adoring fans. Typically, he emerged unscathed: utterly unflappable after all.

    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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