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ITILF2011 | The ITIL Foundation - 2011

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ITILF2011 - The ITIL Foundation - 2011 - braindump

Vendor ISEB
Exam Number ITILF2011
Exam Name The ITIL Foundation - 2011
Questions 40 Q & A
Recent Update February 18, 2019
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ITILF2011 exam Dumps Source : The ITIL Foundation - 2011

Test Code : ITILF2011
Test Name : The ITIL Foundation - 2011
Vendor Name : ISEB
Q&A : 40 Real Questions

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ISEB The ITIL Foundation -

what's 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 superior practices for offering IT features. ITIL has passed through a couple of revisions in its historical past and at the moment comprises 5 books, every masking a considerable number of procedures and levels of the IT service lifecycle. ITIL’s systematic method to IT service administration can assist corporations control risk, strengthen consumer family members, set up most economical practices, and build a stable IT ambiance that enables for boom, scale and change.

Developed by means of the British govt's important desktop and Telecommunications company (CCTA) all over the 1980s, the ITIL first consisted of greater than 30 books, developed and launched over time, that codified ultimate practices in suggestions know-how collected from many sources (including companies' most useful practices) worldwide. IBM, as an instance, says that its 4-quantity collection on techniques-management ideas, A administration gadget for suggestions systems, conventional as the Yellow Books, supplied vital enter into the normal ITIL books.

In April 2001, CCTA, along with a few different agencies, had been rolled into the workplace of executive Commerce (OGC), which is now general as the cabinet workplace. The OGC adopted the challenge as a part of its mission to work with the U.k. public sector as a catalyst to achieve effectivity, value for cash in business actions, and superior success within the delivery of classes and projects.

The goal wasn't to create a proprietary product that could be commercialized; fairly, it became to accumulate premier practices that could aid with what the government recognized changed into an increasing dependence in the government on IT combined with a painful lack of general methods that had been expanding prices and allowing errors to perpetuate. It at once grew to become obvious that distributing these most reliable practices would profit 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 standard, the first international general for IT service management; it's in response to British regular BS15000.

because 2013, ITIL is owned via Axelos — a joint venture between the cupboard workplace and Capita. Axelos gives agencies the license to make use of the ITIL framework, while managing updates and process changes. besides the fact that children, to make use of ITIL internally, companies do not have a license. ITIL v3 became released in 2011, below the cabinet office, bringing updates to the 2007 edition posted beneath OGC.

In 2018, Axelos announced ITIL 4 – an immense overhaul to the total framework and the largest change considering the fact that ITIL v3 changed into posted in 2007. ITIL four, which begun rolling out in Q1 of 2019, presents a extra agile, bendy and customizable version of ITIL it really is up to date for contemporary businesses. The latest version encourages much less siloes, extra collaboration, conversation across the total company and integrating agile and DevOps into ITSM strategies.

What's within the ITIL?

The ITIL has gone through a couple of revisions in its historical past. The original 30 books of the ITIL were first condensed in 2000 (when ITIL V2 turned into launched) to seven books, each and every wrapped around an aspect of IT management. Later, the ITIL Refresh mission in 2007 consolidated the ITIL to 5 volumes including 26 system and functions – here's mentioned as the ITIL 2007 version. In 2011, yet another update — dubbed ITIL 2011 — became published below the cabinet workplace. The five volumes remained, and ITIL 2007 and ITIL 2011 remained identical.

ITIL 4, which become launched in 2019, keeps the equal center of attention on automating techniques, improving carrier administration and integrating the IT branch into the company. besides the fact that children, it also updates the framework to accommodate and answer to contemporary know-how, tools and utility. on the grounds that ITIL’s final replace, the IT branch has grown to become essential to each enterprise and the new framework contains this by using being extra agile, bendy and collaborative.

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

  • center of attention on price
  • Design for journey
  • birth where you are
  • Work holistically
  • progress iteratively
  • look at without delay
  • Be transparent
  • Collaborate
  • preserve it essential
  • The latest edition of ITIL specializes in business tradition and integrating IT into the universal enterprise structure. It encourages collaboration between IT and other departments, chiefly as different business gadgets increasingly rely on know-how to get work finished. ITIL four additionally emphasizes client feedback, considering that it’s less demanding than ever for organizations to be mindful their public notion, customer satisfaction and dissatisfaction.

    For extra assistance on the merits of the latest version of ITIL, see “ITIL 4: ITSM gets agile.”

    How do I put ITIL into follow?

    ITIL is a group of e-books, but basically happening a studying binge won't enhance your IT operations. First, you ought to wrap your mind across the ideas after which get team of workers buy-in. Getting some IT personnel to adopt new tactics may also be like herding cats, however there are equipment that may support.

    together with the ITIL comes a whole suite of consulting, training and certification functions. From the early Nineties, certifications have been administered with the aid of two impartial our bodies: EXIN and ISEB, counting on your region. both our bodies formed an alliance at the conclusion of 2006 to further IT carrier administration.

    seeing that 2014, Axelos is the proprietor of the ITIL personnel certification and assessments are administered with the aid of authorised training corporations (ATOs). Accreditations are administered through Strategic Examination Institutes (EIs). EIs deserve to be permitted without delay by using Axelos in an effort to present accreditation to ATOs.

    before enforcing ITIL at your organizations, there are a few questions remember to answer, such as what problems your company is attempting to resolve and what's your route to chronic carrier growth.

    For a deeper analyze putting ITIL into apply, see "7 inquiries to ask earlier than enforcing ITIL" and "how to get all started with ITIL."

    what's ITIL certification and is it value it?

    The ITIL v3 certification scheme in the past consisted of five tiers: foundation, Practitioner, Intermediate, knowledgeable and master. each level required a far better depth of skills and understanding of ITIL. The certification scheme under ITIL 4 has been streamlined to include the ITIL groundwork and the ITIL grasp checks. The ITIL groundwork exam has two paths, ITIL Managing knowledgeable (MP) or ITIL Strategic chief (SL), which each and every have their personal modules and checks.

    The ITIL Managing knowledgeable (MP) examination is designed for IT practitioners who're worried with know-how and digital teams all over the company, now not just within the IT department. This direction will train authorities every little thing they need to find out about working a hit IT projects, teams and workflows.

    Modules consist of:

  • ITIL professional – Create, convey and aid
  • ITIL expert – drive Stakeholder value
  • ITIL professional – high speed IT
  • ITIL Strategist – Direct, Plan & increase
  • The ITIL Strategic leader (SL) examination is designed for people that deal with “all digitally enabled services,” and not simply folks that fall under IT operations. This route makes a speciality of how know-how directs business approach and the way IT plays into that.

    Modules include:

  • ITIL Strategist – Direct, Plan & increase
  • ITIL chief – Digital & IT approach
  • each paths can cause the ITIL master exam, which is the maximum level of certification that you may achieve with ITIL 4.

    For those already within the center of working in opposition t a ITIL v3 certifications, credits will transfer over to the brand new certifications. Axelos recommends that all ITIL certification candidates proceed the path against ITIL master.

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

    How can ITIL enhance my business's company performance?

    A well-run IT firm that manages chance and keeps the infrastructure buzzing no longer simplest saves money, nonetheless it also allows for the business individuals to do their jobs more without difficulty. for instance, brokerage enterprise Pershing reduced its incident response time via 50 percent within the first 12 months after restructuring its carrier desk in response to ITIL instructions, allowing clients with problems to get returned to work an awful lot extra immediately.

    ITIL gives a scientific and professional strategy to the administration of IT provider provision, and offers here merits:

  • reduced IT prices
  • stronger IT functions through the use of confirmed superior follow tactics
  • more desirable client satisfaction through a greater expert approach to service birth
  • necessities and assistance
  • superior productivity
  • more advantageous use of talents and journey
  • more suitable start of third-birthday celebration capabilities during the specification of ITIL or BS15000 because the regular for service beginning in features procurements
  • in keeping with Axelos, ITIL can also aid agencies increase features with the aid of:

  • assisting companies manage possibility, disruption and failure
  • strengthening customer family members by way of “delivering efficient functions that meet their wants”
  • setting up comparatively cheap practices
  • building a solid atmosphere that nevertheless enables for increase, scale and alter.
  • For a deeper examine a way to get the most from ITIL, see "5 steps to successful ITIL adoption."

    what will ITIL cost?

    Getting began includes the buy of the ITIL either as hardcopy, PDF, ePub or via an internet subscription at once from Axelos. Then there's the charge of training, which fluctuates each 12 months. The course leading to the initial basis certificates customarily runs for 2 days, and courses resulting in better certifications can also be every week or greater.

    Add to that the inevitable can charge of re-engineering some approaches to comply with ITIL guidelines, and adjustment of help desk or different application to catch the suggestions you want for tracking and producing metrics.

    there is, incidentally, no such factor as "ITIL-compliant" application; the ITIL is a framework, not a standard. Some assist desk and administration software has been engineered with ITIL practices in mind, besides the fact that children, and so will lend themselves improved to groups working within the framework.

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

  • Samange: offers carrier desk automation with the ITIL framework in intellect
  • InvGate provider Desk: a web-based ITIL-competent service that boasts a user-pleasant interface
  • ManageEngine ServiceDesk Plus: web-based support desk and asset management application that's attainable in an ITIL version
  • vision Helpdesk: A multifunction service desk solution with ITIL integration
  • How lengthy will an ITIL mission take?

    ITIL is not a "task"; it's an ongoing experience to improve IT carrier administration. most efficient practices ought to be baked into every little thing, and they have to evolve because the business evolves. With IT staff purchase-in, adjustments can start once personnel are trained, and a few consequences may still be obvious within weeks or months. system changes do take time, youngsters, as entrenched dangerous practices are rooted out and modified (and, doubtlessly, group of workers changes happen), but many groups have mentioned sizeable rate reductions after their first 12 months.

    To get a better conception of what it'll take to adopt and put in force ITIL, you could flick through case experiences on the Axelos website. recent case reports consist of businesses like Sony and Disney — two groups with big IT operations to manipulate.

    What mark downs can i are expecting?

    organizations and public sector agencies that have efficiently applied ITIL most fulfilling practices report massive discount rates.

    as an example, in its benefits of ITIL paper, red Elephant studies that Procter and Gamble saved about $500 million over four years by means of decreasing aid desk calls and improving operating methods. Nationwide assurance accomplished a forty p.c discount in system outages and estimates a $4.3 million ROI over three years, and Capital One reduced its "company vital" incidents by using 92 % over two years. After three years of ITIL implementation, woodland items business MeadWestvaco claimed to have eliminated greater than $a hundred,000 annually in IT maintenance contracts and recognized a 10 % profit in operational stability because of ITIL.

    devoid of purchase-in and cooperation from IT personnel, despite the fact, any implementation is sure to fail. Bringing most appropriate practices into a firm is as an awful lot a PR job because it is a technical exercise.

    different criticisms encompass the indisputable fact that it’s unimaginable to devise for every failure, adventure or incident so it’s not an exact science. in fact, you gained’t understand the actual ROI on ITIL until you enforce it inside your firm and use it with no trouble. eventually, on the grounds that ITIL is a framework, it may possibly simplest be as successful as corporate purchase-in permits. Embracing certifications, training and investing within the shift will assist boost the possibilities of success and discounts.


    The right 5 ITIL training Institutes In India | killexams.com Real Questions and Pass4sure dumps

    true 5 ITIL training Institutes In India

    The counsel expertise Infrastructure Library (ITIL) is a group of ideas and concepts for managing tips know-how (IT) infrastructure, development, and operations. ITIL® is the most widely authorized method to IT carrier management on the earth.

    ITIL certifications are among the most popular in the IT trade.

    The EXIN and ISEB administers the assessments and award skills at groundwork, Practitioner and supervisor/Masters degree in ‘ITIL provider management’, ‘ITIL utility management,’ and ‘ICT Infrastructure management’ respectively.

    each and every edition of ITIL (edition 1 & four) has three corresponding certification classes.

    The foundation certificates: Covers understanding of ITIL terminology, TIL philosophy & background, imparting foundation capabilities about service help and repair start.

    The Practitioner certificate: realizing and software of the specific procedures.

    The supervisor’s certificate: Is aimed for experienced specialists, worried in managing provider administration services.

    right here is a list of top 5 ITIL practicing institutes in India

    #1 KPMG’s ITIL® training and Certification path

    The ITIL® path from KPMG consist of here lessons with exams:

    · ITIL® groundwork knowing of the ITIL® framework and the methods

    · ITIL® intermediate Modules masking service management ideas in detail

    · ITIL® MALC Managing throughout the Lifecycle (MALC) is the closing step for IT authorities earlier than getting into professional degree where they could help conclusion to end service birth with the aid of bridging different provider lifestyles cycle ranges.

    · ITIL® professional A candidate can reach the ® knowledgeable degree with the aid of gathering not less than 22 credit elements, starting with the groundwork path, moving on to intermediate courses, and finally the MALC.

    length and price: For exact counsel please down load assistance from KPMG web page.

    value Of The Institute: KPMG’s has more than two decades of event within the IT advisory, consulting, evaluation and practising in India and Internationally for main practices like ITIL®, ISO/IEC 20000TM, COBIT® and CMMI®SVC.

    price Of The certificates: life-lengthy validity of the certificates. distinctive decisions exam in which candidate must score 26/forty (sixty five%) to flow the foundation exam.

    # 2 QAI global Institute ITIL® foundation practicing and certification: It’s a 2 day lecture room training software followed by the examination.

    The direction is geared toward elevating members figuring out and competence in IT service management in accordance with ITIL® provider method, carrier Design, service Transition, ITIL® provider Operation, persistent service improvement.

    duration and fee: 2 days — practicing payment is protected within the Examination charge of Rs 16,500

    college: experienced & licensed trainers.

    price Of The certificate: life-long validity of certificates. distinct option exam A candidate must score 26/forty (sixty five%) to circulate the foundation exam.

    price Of The Institute: QAI world Institute, gives satisfactory assurance functions and practising across 15 nations. QAI is authorized by APMG as an ATO for ITIL® practising.

    #3 AXELOS® ATO The AXELOS® ATO offers most fulfilling cost lecture room classes in line with modular structure program that progresses from foundation to Practitioner, and on to Intermediate, knowledgeable and Masters degree.

    length and payment: need to contact particular person channel companions to find extra in regards to the period and price.

    faculty: AXELOS has added a Strategic accomplice Scheme for practicing and examination.

    price Of The certificates: multiple option exam in which a candidate must score 28/forty (70%) to pass the groundwork exam

    value Of The Institute: AXELOS’ most appropriate practice counsel and certifications, developed over 30 years in partnership with executive, industry and academia clients who use the AXELOS portfolio consist of a big number of the area’s most recognized manufacturers

    # four APTRON Delhi, diagnosed among the many excellent ten ITIL practising institutes in Delhi, has working towards module for newcomers, intermediates, and specialists. From on-line classroom to speedy-music & one-to-one lecture room, ITIL working towards is equipped right through weekdays and weekends and quickly song.

    course length and fee:

    · ordinary track is a 45–60 days application with 2 hours are living school room session

    · Weekend track is for eight Weekends with 2 hours are living classroom session

    · quick- track is a 5days program with 6+ hours are living school room session

    * deserve to contact the institute for charge structure of distinctive courses

    school: Trainers are trade-specialists possessing more than a decade journey in working towards.

    cost Of The Institute: APTRON Delhi has a contemporary lab fitted with newest gadgets that facilitates contributors in having a thorough palms-on adventure via are living tasks. They also deliver participants with actual-time projects along with placement suggestions.

    # 5 Seedworkshops SEED workshops is a licensed practising corporation and certified examination company through PEOPLECERT® for ITIL® foundation and Intermediate level.

    direction duration and payment:

    1 Day / 8 hours of teacher Led classroom practising and a fee of Rs 15,000

    college: Trainers have rich journey in Manufacturing & IT/PM.

    value Of The certificates: PEOPLECERT approved Courseware. distinctive alternative examination in which a candidate needs to score 26/forty (65%) to move the basis examination.

    value Of The Institute: SEED is the realm’s correct IT and knowledgeable skill construction working towards company, with over 500,000+ specialists informed globally.

    · trusted with the aid of the Fortune 500 agencies as their researching company

    · Over 250+ certified and experienced trainers behavior training’s for numerous lessons throughout the globe.

    · one hundred% delight and eighty five%Ssuccess expense for all global Certification.


    what is an ISEB certificates? | killexams.com Real Questions and Pass4sure dumps

    what's an ISEB manager's certificate in IT provider administration? and may you tell me what ITIL is? These both have been requested in a recent job description.For assistance in regards to the ISEB manager's certificate in IT provider management, please see this web site. you'll also are looking to study the instructions at this web page.

    as far as i will be able to inform, here's knowledgeable development effort that combines practicing and assessments to advance already-licensed managers -- who have to first attain an ISEB/EXIN groundwork certificates in IT provider management (or the ISEB community provider management certificate, which gives exemption) -- into more senior certifications within the specific areas of service aid or provider delivery.

    as far as ITIL goes, that refers to the IT Infrastructure Library, a largely European approach to managing IT features, supported by using British ordinary 15000 (BS15000). See this net web site for greater guidance.

    It sounds like you're when you consider that employment someplace in the European Union, if not in the UK. good luck and hope that helps!


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    The ITIL Foundation - 2011

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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.


    ITIL 2011 Glossary | killexams.com real questions and Pass4sure dumps

    This app presents concepts, terms and definitions designed to aid communication in IT service management and related disciplines. It supports the terminology used in the various ITIL Foundation, ITIL Advanced, ITIL Master syllabi. This app completes words in ITIL 2011 glossary.

    Sidebar(as a list) Feature- Tap a word: Show description- Tap ABC indexes: Jump a section as you want.- Tap a magnifying glass icon: You can search a word.

    Description Feature- Show a description with a related word.- Pinch In/Out: Font size change- Long Tap: You can copy, search another dictionary and search internet.

    The glossary has been arranged in a single section of definitions ordered alphabetically. Some terms are preferred to other synonymous ones, in which case, the definition of the preferred term appears, with the synonymous ones referring to that. For example structural testing refers to white box testing. For synonyms, the “See” indicator is used. “See also” cross-references are also used. They assist the user to quickly navigate to the right index term.

    ITIL® is a registered trade mark of AXELOS Limited. Used under permission of AXELOS Limited. All rights reserved


    What are the Eligibility Criteria for ITIL Foundation Exam? | killexams.com real questions and Pass4sure dumps

    What are the Eligibility Criteria for ITIL Foundation Exam?

    To achieve a change in the realm of IT industries and technologies, one needs to be productive in the field of IT developments. In order to well in this specific field, one needs to have ITIL certification. The ITIL certification on advanced ITIL 2011 demonstrates the capacity of a single person to give great IT services to the colossal IT firms of the present advanced world.

    Before a candidate opts in to prepare/apply for ITIL® Foundation Level Examination, it is important for him/her to know if they are eligible for ITIL® certification and how ITIL® certification will add value in their respective job profiles in IT industries.

    I know you are eager to know what the eligibility criteria for ITIL foundation certification are.

    Though, there is no mandatory requirement for ITIL foundation level certification, but those IT professionals who look forward to getting a fundamental understanding of the ITIL frameworks can go for it. Also, those who want to understand how ITIL can assist them to increase in quality of IT service management. Lastly, those candidates who are working with a company which has adopted ITIL and they should be informed about.

    ITIL® 2011 Foundation Exam Requirements

    – Candidate should be aware of the core principles of ITIL® practices for Service Management

    – Candidate should also possess appropriate knowledge of the typical ITIL® terminology and structure at Comprehension and/or Awareness Levels

    Levels of ITIL Exam:

    Generally, one has to pass the following levels to get ITIL certification. These are:

    • Certificate for ITIL foundation

    • Certificate for ITIL intermediate

    • Certificate for ITIL expert

    • Certificate for ITIL masters

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