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EX0-115 | IT Service Management Foundation based(R) on ISO/IEC 20000

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EX0-115 - IT Service Management Foundation based(R) on ISO/IEC 20000 - braindump

Vendor Exin
Exam Number EX0-115
Exam Name IT Service Management Foundation based(R) on ISO/IEC 20000
Questions 136 Q & A
Recent Update February 18, 2019
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EX0-115 exam Dumps Source : IT Service Management Foundation based(R) on ISO/IEC 20000

Test Code : EX0-115
Test Name : IT Service Management Foundation based(R) on ISO/IEC 20000
Vendor Name : Exin
Q&A : 136 Real Questions

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what's 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 fulfilling practices for providing IT services. ITIL has gone through a few revisions in its history and at the moment contains 5 books, each and every overlaying various approaches and levels of the IT service lifecycle. ITIL’s systematic approach to IT provider management can aid groups control risk, give a boost to client relations, establish low-cost practices, and build a solid IT environment that allows for for increase, scale and alter.

Developed by means of the British govt's primary computer and Telecommunications company (CCTA) throughout the 1980s, the ITIL first consisted of more than 30 books, developed and launched over time, that codified most appropriate practices in information expertise collected from many sources (together with vendors' greatest practices) worldwide. IBM, as an instance, says that its four-extent collection on systems-management concepts, A administration equipment for suggestions methods, time-honored as the Yellow Books, offered a must have enter into the long-established ITIL books.

In April 2001, CCTA, along with a few other groups, were rolled into the workplace of executive Commerce (OGC), which is now familiar because the cabinet office. The OGC adopted the assignment as part of its mission to work with the U.ok. public sector as a catalyst to achieve efficiency, value for cash in commercial activities, and more advantageous success within the delivery of classes and initiatives.

The goal wasn't to create a proprietary product that may be commercialized; quite, it became to acquire most appropriate practices that may aid with what the govt diagnosed turned into an expanding dependence in the executive on IT combined with a painful lack of general techniques that had been increasing fees and permitting errors to perpetuate. It right away grew to be apparent that distributing these optimum practices would earnings both public and personal-sector businesses.

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

on account that 2013, ITIL is owned through Axelos — a three way partnership between the cupboard office and Capita. Axelos gives businesses the license to make use of the ITIL framework, whereas managing updates and manner alterations. besides the fact that children, to use ITIL internally, corporations wouldn't have a license. ITIL v3 became released in 2011, below the cabinet workplace, bringing updates to the 2007 edition posted below OGC.

In 2018, Axelos announced ITIL four – a massive overhaul to the complete framework and the biggest alternate given that ITIL v3 became posted in 2007. ITIL four, which begun rolling out in Q1 of 2019, offers a more agile, flexible and customizable edition of ITIL it is up-to-date for modern corporations. The newest version encourages much less siloes, more collaboration, conversation throughout the total business and integrating agile and DevOps into ITSM strategies.

What's in the ITIL?

The ITIL has gone through a couple of revisions in its heritage. The common 30 books of the ITIL had been first condensed in 2000 (when ITIL V2 turned into launched) to seven books, every wrapped round an aspect of IT administration. Later, the ITIL Refresh mission in 2007 consolidated the ITIL to 5 volumes which includes 26 method and features – this is observed because the ITIL 2007 version. In 2011, an additional update — dubbed ITIL 2011 — become posted beneath the cupboard workplace. The 5 volumes remained, and ITIL 2007 and ITIL 2011 remained an identical.

ITIL four, which become launched in 2019, continues the identical focal point on automating methods, improving provider management and integrating the IT branch into the company. however, it additionally updates the framework to accommodate and reply to modern technology, equipment and application. when you consider that ITIL’s last update, the IT department has grown to become imperative to each business and the brand new framework comprises this with the aid of being extra agile, bendy and collaborative.

ITIL four consists of nine guiding concepts that were adopted from essentially the most fresh ITIL Practitioner exam, which covers organizational change management, conversation and dimension and metrics. These concepts include:

  • focus on cost
  • Design for experience
  • start where you are
  • Work holistically
  • growth iteratively
  • observe without delay
  • Be clear
  • Collaborate
  • preserve it standard
  • The most up-to-date edition of ITIL specializes in business culture and integrating IT into the overall company constitution. It encourages collaboration between IT and different departments, primarily as other company units increasingly rely on know-how to get work achieved. ITIL four additionally emphasizes customer feedback, due to the fact it’s easier than ever for businesses to take note their public notion, consumer delight and dissatisfaction.

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

    How do I put ITIL into observe?

    ITIL is a collection of e-books, however in simple terms happening a reading binge might not increase your IT operations. First, you ought to wrap your brain across the ideas after which get staff purchase-in. Getting some IT personnel to adopt new approaches will also be like herding cats, however there are tools that can help.

    together with the ITIL comes an entire suite of consulting, training and certification capabilities. From the early 1990s, certifications have been administered with the aid of two impartial bodies: EXIN and ISEB, counting on your area. both bodies formed an alliance at the end of 2006 to further IT provider management.

    for the reason that 2014, Axelos is the proprietor of the ITIL personnel certification and tests are administered through accredited working towards agencies (ATOs). Accreditations are administered by using Strategic Examination Institutes (EIs). EIs need to be accepted at once by way of Axelos to be able to present accreditation to ATOs.

    earlier than enforcing ITIL at your groups, there are a number of questions remember to reply, akin to what issues your corporation is attempting to remedy and what's your route to persistent provider improvement.

    For a deeper analyze placing ITIL into apply, see "7 questions to ask earlier than implementing ITIL" and "the way to get started with ITIL."

    what is ITIL certification and is it worth it?

    The ITIL v3 certification scheme prior to now consisted of five degrees: foundation, Practitioner, Intermediate, professional and grasp. each degree required a better depth of abilities and figuring out of ITIL. The certification scheme under ITIL four has been streamlined to consist of the ITIL foundation and the ITIL grasp exams. The ITIL foundation examination has two paths, ITIL Managing expert (MP) or ITIL Strategic leader (SL), which each have their personal modules and checks.

    The ITIL Managing skilled (MP) examination is designed for IT practitioners who are worried with technology and digital teams during the firm, not simply in the IT branch. This path will teach authorities everything they need to learn about running successful IT tasks, groups and workflows.

    Modules encompass:

  • ITIL specialist – Create, bring and guide
  • ITIL professional – force Stakeholder price
  • ITIL professional – excessive speed IT
  • ITIL Strategist – Direct, Plan & increase
  • The ITIL Strategic leader (SL) examination is designed for those who cope with “all digitally enabled features,” and not simply people who fall beneath IT operations. This route focuses on how technology directs company approach and how IT performs into that.

    Modules consist of:

  • ITIL Strategist – Direct, Plan & improve
  • ITIL chief – Digital & IT approach
  • each paths can lead to the ITIL master examination, which is the maximum stage of certification that you could obtain with ITIL four.

    For those already within the middle of working in opposition t a ITIL v3 certifications, credits will switch over to the new certifications. Axelos recommends that every one ITIL certification candidates continue the route in opposition t ITIL master.

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

    How can ITIL enrich my business's enterprise efficiency?

    A well-run IT corporation that manages chance and continues the infrastructure humming no longer only saves money, however also permits the enterprise individuals to do their jobs greater without difficulty. for example, brokerage firm Pershing decreased its incident response time by means of 50 p.c in the first 12 months after restructuring its service desk in accordance with ITIL guidelines, allowing clients with problems to get back to work much greater directly.

    ITIL provides a scientific and professional method to the management of IT service provision, and presents the following merits:

  • reduced IT expenses
  • improved IT capabilities through the use of confirmed most effective practice techniques
  • more desirable consumer satisfaction through a extra professional strategy to service beginning
  • specifications and information
  • superior productiveness
  • greater use of advantage and event
  • improved start of third-party features through the specification of ITIL or BS15000 as the standard for service delivery in functions procurements
  • in accordance with Axelos, ITIL can additionally help businesses enhance functions through:

  • assisting groups manipulate chance, disruption and failure
  • strengthening consumer members of the family by using “delivering productive functions that meet their wants”
  • establishing budget friendly practices
  • building a reliable ambiance that nonetheless allows for increase, scale and alter.
  • For a deeper examine a way to get the most from ITIL, see "5 steps to a success ITIL adoption."

    what will ITIL charge?

    Getting started contains the buy of the ITIL either as hardcopy, PDF, ePub or via an online subscription at once from Axelos. Then there may be the cost of coaching, which fluctuates every year. The path leading to the preliminary groundwork certificates typically runs for 2 days, and courses resulting in larger certifications can be a week or more.

    Add to that the inevitable charge of re-engineering some strategies to comply with ITIL guidelines, and adjustment of assist desk or different utility to trap the suggestions you want for monitoring and generating metrics.

    there is, incidentally, no such factor as "ITIL-compliant" application; the ITIL is a framework, now not a common. Some aid desk and administration utility has been engineered with ITIL practices in mind, besides the fact that children, and so will lend themselves enhanced to groups working inside the framework.

    Examples of application and services designed with ITIL and ITSM in intellect consist of:

  • Samange: offers service desk automation with the ITIL framework in mind
  • InvGate carrier Desk: an internet-primarily based ITIL-equipped service that boasts a consumer-pleasant interface
  • ManageEngine ServiceDesk Plus: internet-primarily based support desk and asset management application it truly is available in an ITIL version
  • vision Helpdesk: A multifunction service desk solution with ITIL integration
  • How lengthy will an ITIL venture take?

    ITIL is not a "project"; it be an ongoing adventure to improve IT service administration. top-rated practices ought to be baked into every little thing, and they ought to evolve as the enterprise evolves. With IT team of workers purchase-in, alterations can start once staff are knowledgeable, and a few effects should still be apparent within weeks or months. technique changes do take time, youngsters, as entrenched dangerous practices are rooted out and modified (and, potentially, group of workers changes take place), however many corporations have suggested tremendous rate reductions after their first year.

    To get a higher thought of what it'll take to adopt and implement ITIL, which you could flick thru case studies on the Axelos website. fresh case studies consist of organizations like Sony and Disney — two corporations with huge IT operations to manipulate.

    What discounts am i able to expect?

    businesses and public sector companies that have efficiently applied ITIL choicest practices report massive discount rates.

    as an example, in its advantages of ITIL paper, crimson Elephant stories that Procter and Gamble saved about $500 million over four years by using reducing help desk calls and enhancing working tactics. Nationwide insurance executed a forty % discount in gadget outages and estimates a $4.3 million ROI over three years, and Capital One reduced its "business crucial" incidents by means of ninety two p.c over two years. After three years of ITIL implementation, wooded area products business MeadWestvaco claimed to have eliminated more than $one hundred,000 annually in IT upkeep contracts and diagnosed a 10 percent profit in operational balance because of ITIL.

    devoid of purchase-in and cooperation from IT personnel, youngsters, any implementation is bound to fail. Bringing premier practices into an organization is as much a PR job because it is a technical endeavor.

    different criticisms include the undeniable fact that it’s unimaginable to devise for every failure, experience or incident so it’s now not an exact science. in fact, you received’t understand the exact ROI on ITIL except you put into effect it within your corporation and use it quite simply. subsequently, when you consider that ITIL is a framework, it may possibly only be as successful as corporate purchase-in makes it possible for. Embracing certifications, practising and investing in the shift will help increase the probabilities of success and mark downs.

    management Board of the John Paul II groundwork for the Sahel meeting in Senegal | killexams.com Real Questions and Pass4sure dumps

    The administration Board of the John Paul II basis for the Sahel, which this 12 months celebrates 35 years considering the fact that its inception, will hold its annual meeting from February 18-22 in Dakar, Senegal. given that 1984, on the behest of Saint John Paul II, the foundation has been entrusted to the Pontifical Council Cor Unum, whose advantage have been included by means of the Dicastery for promotion critical Human construction. The Prefect of the Dicastery, Cardinal Peter ok.A. Turkson, will take part within the meeting of the administration Board. all through the assembly, the Board will also be referred to as to check initiatives waiting for financing. a total of one hundred twenty five projects have been presented for 2018.

    The individuals of the Board are H.E. Msgr. Lucas Kalfa Sanou, bishop of Banfora, Burkina Faso, Chairman of the Board of administrators; H.E. Msgr. Paul Abel Mamba, bishop of Ziguinchor, Senegal, vice-president; H.E. Msgr. Martin Albert Happe, bishop of Nouakchott, Mauritania, treasurer; H.E. Msgr. Ambroise Ouédraogo, bishop of Maradi, Niger; H.E. Msgr. Ildo Augusto dos Santos Lopes Fortes, bishop of Mindelo, Cape Verde; H.E. Msgr. Martin Waïngue Bani, bishop of Doba, Chad; H.E. Msgr. Gabriel Mendy, C.S.Sp., bishop of Banjul, Gambia; H.E. Msgr. José Câmnate na Bissign, bishop of Bissau, Guinea Bissau; H.E. Msgr. Augustin Traoré, bishop of Segou, Mali.

    The Sahel area is without doubt one of the poorest on the planet, suffering from customary climatic and meals crises and, in recent years, it has develop into one of the crucial main areas for the working towards of terrorist businesses. in line with essentially the most fresh update of the Human development Index 2018, among the many remaining 20 nations in the rating 19 belong to Africa and, of these, 6 can be found right within the area between the Atlantic Ocean and the purple Sea, south of the Sahara desolate tract.

    On behalf of the Holy Father, and with the collaboration of the Church and native communities, the groundwork carries out projects to counter desertification, in the environmental sector, for the administration and building of agriculture and animal husbandry, for water pumping flora, improving access to drinking water for all, and renewable power. It also engages in the practising of specialised technical personnel, capable of location themselves on the service of their country.

    Over time the groundwork has develop into a tool for inter-non secular dialogue: the vast majority of beneficiaries, in reality, are of the Muslim religion. And within the remaining yr, for the first time, projects regarding the theme of migration were presented, to present to younger people in certain concrete alternate options concentrated on practising and the era of sources of income. All activities are performed to promote the vital human building of the communities belonging to the member nations of the groundwork itself (Burkina Faso, Cape Verde, Gambia, Guinea Bissau, Mali, Mauritania, Niger, Senegal, Chad).

    The predominant supporters and collaborators in the implementation of support are the Italian Episcopal convention, the German Episcopal convention and the Archdiocese of Munich.

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    IT Service Management Foundation based(R) on ISO/IEC 20000

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

    What is ITIL?

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

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

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

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

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

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

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

    What's in the ITIL?

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

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

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

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

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

    How do I put ITIL into practice?

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

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

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

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

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

    What is ITIL certification and is it worth it?

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

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

    Modules include:

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

    Modules include:

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

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

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

    How can ITIL improve my company's business performance?

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

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

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

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

    What will ITIL cost?

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

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

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

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

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

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

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

    What savings can I expect?

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

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

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

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

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

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


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

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

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

    ITIL 2011 service management

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

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

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

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

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

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

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

    Training and certification for ITIL

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

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

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

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

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

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

    ITpreneurs first to offer COBIT® Courses in Japanese | killexams.com real questions and Pass4sure dumps

    (PRLEAP.COM) (Tokyo) To address the growing need for COBIT competence and knowledge in the Japanese market, ITpreneurs has been able to sucessfully localize and launch the first ever official ISACA® COBIT Foundation CourseTM and COBIT Awareness Course TM in Japanese. The COBIT Foundation ExamTM in Japanese currently under development has been planned for release in the beginning of December 2006.

    The COBIT Awareness Course costs US $199 and is an introduction to the COBIT framework, suitable for service managers and governance executives.

    The flagship COBIT Foundation Course in Japanese can be taken either as a self-paced e-learning course or as a blended course combining e-learning with a virtual instructor. The COBIT Foundation self e-learning course is priced at US $699 or US $749 with instructor support.

    All courses are based on “learning by doing” principles, by following ITpreneurs’ sophisticated case-study based learning methods which allow the learner to effectively apply the theoretical knowledge in practice.

    The launch of COBIT courses in Japanese language reflects the growing need for local language versions, following the rapid adoption of the COBIT framework by a growing number of large Japanese companies. Adoption of the COBIT framework in Japan is driven by new corporate governance and compliance legislation, the so-called J-SOX, Japan’s own version of the Sarbanes-Oxley legislation on corporate governance. It is also a fact that the COBIT framework is increasingly becoming recognized as the de facto IT governance standard, developed and owned by the IT Governance Institute® (ITGI™).

    ITpreneurs is already positioned as the market leader in the IT service management domain in Japan, with its innovative e-learning products, such as ITIL Foundation Course, boasting a market share in Japan of 30% in 2005 (Source: itSMF Japan). Over the coming three years, driven by J-SOX compliance and increased awareness for IT governance and compliance issues, ITpreneurs expects COBIT to follow a similar exponential growth path as ITIL did in the last five years. With an expected tenfold increase in the number of COBIT Foundation Exams from 500 in 2006 to 5,000 in 2008, Japan’s training market would be fortified as the third largest market for COBIT after North America and Europe.

    ITpreneurs is committed to offer training for the growing Japanese market and is poised to launch a series of localized IT service management and governance courses in the near future.

    About ITGIThe IT Governance Institute (www.itgi.org) was established in 1998 to advance international thinking and standards in directing and controlling an enterprise’s information technology. Effective IT governance helps ensure that IT supports business goals, optimizes business investment in IT, and appropriately manages IT-related risks and opportunities. ITGI offers electronic resources, original research and case studies to assist enterprise leaders and boards of directors in their IT governance responsibilities.

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