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ITILFND | ITIL Foundation 2018

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ITILFND - ITIL Foundation 2018 - braindump

Vendor Exin
Exam Number ITILFND
Exam Name ITIL Foundation 2018
Questions 245 Q & A
Recent Update February 15, 2019
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ITILFND exam Dumps Source : ITIL Foundation 2018

Test Code : ITILFND
Test Name : ITIL Foundation 2018
Vendor Name : Exin
Q&A : 245 Real Questions

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Exin ITIL Foundation 2018

what is ITIL? Your e book 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 top-quality practices for delivering IT functions. ITIL has passed through a number of revisions in its history and at present contains five books, each and every masking a number of tactics and levels of the IT provider lifecycle. ITIL’s systematic method to IT carrier administration can aid businesses control possibility, beef up client family members, establish competitively priced practices, and build a solid IT environment that enables for increase, scale and change.

Developed by way of the British executive's principal computer and Telecommunications agency (CCTA) all over the Nineteen Eighties, the ITIL first consisted of greater than 30 books, developed and launched over time, that codified ultimate practices in guidance expertise amassed from many sources (together with carriers' most appropriate practices) worldwide. IBM, for example, says that its four-quantity series on systems-management ideas, A management device for suggestions methods, wide-spread as the Yellow Books, supplied a must have input into the original ITIL books.

In April 2001, CCTA, along with several other organizations, were rolled into the workplace of govt Commerce (OGC), which is now widely used as the cabinet office. The OGC adopted the project as a part of its mission to work with the U.okay. public sector as a catalyst to achieve effectivity, value for funds in industrial actions, and greater success within the birth of classes and tasks.

The goal wasn't to create a proprietary product that may well be commercialized; rather, it became to collect ideal practices that may assist with what the government diagnosed became an increasing dependence in the executive on IT combined with a painful lack of ordinary techniques that had been increasing prices and enabling blunders to perpetuate. It immediately grew to be apparent that distributing these premier practices would profit each public and private-sector groups.

through the years, ITIL's credibility and utility grew to be identified, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 provider administration regular, the first overseas commonplace for IT carrier management; it is in keeping with British ordinary BS15000.

in view that 2013, ITIL is owned via Axelos — a joint venture between the cupboard office and Capita. Axelos offers businesses the license to make use of the ITIL framework, whereas managing updates and technique adjustments. despite the fact, to use ITIL internally, companies would not have a license. ITIL v3 was launched in 2011, beneath the cupboard office, bringing updates to the 2007 version posted below OGC.

In 2018, Axelos announced ITIL four – a major overhaul to the total framework and the biggest trade since ITIL v3 turned into posted in 2007. ITIL four, which began rolling out in Q1 of 2019, offers a extra agile, bendy and customizable version of ITIL it truly is up to date for contemporary companies. The latest edition encourages much less siloes, more collaboration, conversation throughout the whole business and integrating agile and DevOps into ITSM recommendations.

What's within the ITIL?

The ITIL has passed through a couple of revisions in its heritage. The long-established 30 books of the ITIL had been first condensed in 2000 (when ITIL V2 turned into launched) to seven books, each wrapped round a facet of IT management. Later, the ITIL Refresh venture in 2007 consolidated the ITIL to 5 volumes which include 26 method and features – this is talked about because the ITIL 2007 version. In 2011, another update — dubbed ITIL 2011 — become posted beneath the cabinet workplace. The 5 volumes remained, and ITIL 2007 and ITIL 2011 remained an identical.

ITIL four, which was launched in 2019, continues the equal center of attention on automating approaches, enhancing provider management and integrating the IT department into the business. youngsters, it additionally updates the framework to accommodate and answer to contemporary expertise, equipment and software. for the reason that ITIL’s ultimate replace, the IT department has grown to develop into indispensable to each enterprise and the brand new framework comprises this by means of being more agile, flexible and collaborative.

ITIL four contains 9 guiding ideas that had been adopted from probably the most contemporary ITIL Practitioner examination, which covers organizational trade administration, verbal exchange and measurement and metrics. These concepts encompass:

  • focus on price
  • Design for experience
  • birth the place you're
  • Work holistically
  • development iteratively
  • have a look at without delay
  • Be transparent
  • Collaborate
  • hold it basic
  • The most up-to-date version of ITIL makes a speciality of enterprise way of life and integrating IT into the normal business constitution. It encourages collaboration between IT and other departments, above all as different company instruments more and more depend on technology to get work carried out. ITIL 4 also emphasizes client comments, for the reason that it’s more straightforward than ever for organizations to bear in mind their public notion, consumer delight and dissatisfaction.

    For more tips on the merits of the latest edition of ITIL, see “ITIL 4: ITSM gets agile.”

    How do I put ITIL into practice?

    ITIL is a set of e-books, however in basic terms happening a analyzing binge won't increase your IT operations. First, you must wrap your mind across the ideas after which get personnel purchase-in. Getting some IT personnel to undertake new processes will also be like herding cats, however there are equipment that can aid.

    together with the ITIL comes an entire suite of consulting, practising and certification features. From the early Nineteen Nineties, certifications have been administered by using two independent our bodies: EXIN and ISEB, depending on your area. the two bodies formed an alliance at the end of 2006 to further IT carrier management.

    given that 2014, Axelos is the owner of the ITIL personnel certification and tests are administered via permitted working towards corporations (ATOs). Accreditations are administered via Strategic Examination Institutes (EIs). EIs deserve to be permitted at once through Axelos as a way to present accreditation to ATOs.

    earlier than implementing ITIL at your agencies, there are a few questions you'll want to answer, comparable to what issues your corporation is attempting to resolve and what is your path to continual provider improvement.

    For a deeper study placing ITIL into observe, see "7 inquiries to ask before imposing ITIL" and "how to get started with ITIL."

    what's ITIL certification and is it worth it?

    The ITIL v3 certification scheme prior to now consisted of 5 tiers: foundation, Practitioner, Intermediate, knowledgeable and master. each and every stage required a more robust depth of potential and knowing of ITIL. The certification scheme under ITIL four has been streamlined to encompass the ITIL basis and the ITIL grasp exams. The ITIL foundation exam has two paths, ITIL Managing skilled (MP) or ITIL Strategic chief (SL), which every have their own modules and exams.

    The ITIL Managing skilled (MP) exam is designed for IT practitioners who're involved with expertise and digital groups right through the corporation, no longer simply within the IT branch. This course will teach authorities every thing they need to know about working successful IT projects, groups and workflows.

    Modules encompass:

  • ITIL professional – Create, convey and help
  • ITIL professional – power Stakeholder value
  • ITIL professional – excessive speed IT
  • ITIL Strategist – Direct, Plan & increase
  • The ITIL Strategic leader (SL) examination is designed for people that take care of “all digitally enabled services,” and never just those that fall under IT operations. This direction specializes in how expertise directs enterprise approach and how IT plays into that.

    Modules consist of:

  • ITIL Strategist – Direct, Plan & increase
  • ITIL leader – Digital & IT method
  • each paths can result in the ITIL grasp examination, which is the optimum level of certification that you would be able to achieve with ITIL 4.

    For those already within the middle of working in opposition t a ITIL v3 certifications, credits will switch over to the brand new certifications. Axelos recommends that each one ITIL certification candidates proceed the path towards ITIL grasp.

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

    How can ITIL increase my company's enterprise efficiency?

    A well-run IT company that manages possibility and continues the infrastructure humming now not simplest saves money, however also allows the company americans to do their jobs more easily. as an example, brokerage company Pershing reduced its incident response time by 50 percent in the first yr after restructuring its service desk based on ITIL guidelines, allowing clients with issues to get lower back to work an awful lot greater right now.

    ITIL provides a systematic and expert method to the administration of IT service provision, and presents right here benefits:

  • decreased IT prices
  • greater IT capabilities by utilizing confirmed optimal follow approaches
  • more suitable consumer pride via a more expert method to service beginning
  • requisites and suggestions
  • superior productiveness
  • improved use of potential and event
  • enhanced birth of third-birthday party capabilities throughout the specification of ITIL or BS15000 as the usual for provider start in capabilities procurements
  • in response to Axelos, ITIL can additionally help corporations enhance functions through:

  • assisting organizations control chance, disruption and failure
  • strengthening client members of the family via “providing effective services that meet their wants”
  • establishing reasonable practices
  • constructing a strong ambiance that still enables for boom, scale and change.
  • For a deeper look at a way to get probably the most from ITIL, see "5 steps to a success ITIL adoption."

    what's going to ITIL cost?

    Getting begun includes the buy of the ITIL either as hardcopy, PDF, ePub or through an online subscription at once from Axelos. Then there is the cost of training, which fluctuates each yr. The course leading to the initial foundation certificates usually runs for two days, and classes leading to higher certifications will also be every week or extra.

    Add to that the inevitable cost of re-engineering some techniques to comply with ITIL guidelines, and adjustment of aid desk or other software to trap the information you want for monitoring and generating metrics.

    there's, incidentally, no such element as "ITIL-compliant" software; the ITIL is a framework, no longer a standard. Some assist desk and management software has been engineered with ITIL practices in intellect, although, and so will lend themselves enhanced to groups working in the framework.

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

  • Samange: presents carrier desk automation with the ITIL framework in mind
  • InvGate provider Desk: an internet-based ITIL-in a position service that boasts a user-pleasant interface
  • ManageEngine ServiceDesk Plus: web-based mostly aid desk and asset administration application that's obtainable in an ITIL edition
  • imaginative and prescient Helpdesk: A multifunction provider desk solution with ITIL integration
  • How lengthy will an ITIL task take?

    ITIL is not a "task"; it be an ongoing adventure to improve IT carrier administration. finest practices have to be baked into every little thing, and they must evolve because the commercial enterprise evolves. With IT group of workers buy-in, changes can start once workforce are knowledgeable, and a few effects should still be obvious inside weeks or months. procedure adjustments do take time, besides the fact that children, as entrenched bad practices are rooted out and modified (and, potentially, group of workers alterations ensue), however many businesses have suggested substantial discounts after their first year.

    To get a much better idea of what it will take to adopt and enforce ITIL, which you could browse through case reviews on the Axelos site. contemporary case experiences encompass organizations like Sony and Disney — two businesses with big IT operations to control.

    What mark downs can i are expecting?

    corporations and public sector organizations that have successfully implemented ITIL most efficient practices document large rate reductions.

    as an instance, in its merits of ITIL paper, red Elephant studies that Procter and Gamble saved about $500 million over four years by using cutting back support desk calls and enhancing operating processes. Nationwide insurance done a forty percent discount in system outages and estimates a $four.three million ROI over three years, and Capital One decreased its "company critical" incidents by way of 92 % over two years. After three years of ITIL implementation, woodland products enterprise MeadWestvaco claimed to have eradicated more than $one hundred,000 yearly in IT protection contracts and identified a ten p.c benefit in operational stability thanks to ITIL.

    without purchase-in and cooperation from IT group of workers, youngsters, any implementation is bound to fail. Bringing gold standard practices into an organization is as plenty a PR job as it is a technical activity.

    different criticisms encompass the incontrovertible fact that it’s impossible to plan for each failure, experience or incident so it’s no longer an accurate science. actually, you received’t be aware of the exact ROI on ITIL unless you put in force it within your corporation and use it simply. eventually, when you consider that ITIL is a framework, it may best be as a success as company buy-in permits. Embracing certifications, practicing and investing within the shift will help boost the possibilities of success and reductions.


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    13 Proofs The art of service Leads ITIL v3 groundwork and ITIL v3 Intermediate Certifications | killexams.com Real Questions and Pass4sure dumps

    supply: The paintings of service

    The Art of Service ITIL IT Service Management Accredited Certification

    August 17, 2010 23:22 ET

    BRISBANE, AUSTRALIA--(Marketwire - August 17, 2010) -  The artwork of provider today launched their newest ITIL® v3 examination flow fees. Having the highest flow charges in the trade, plus lots of convinced valued clientele from leading companies makes it clear that The art of service is the only alternative for any candidate trying to get their ITIL certifications. The paintings of service is the logical and most sensible answer for heaps of profession pushed IT professionals and their agencies.

    In today's financial local weather most IT experts can't come up with the money for to spend lots of dollars in practise for an exam. On top of that, school room college students are constrained to a group timeframe of a couple of days in a row of getting to know. In 2002, The art of carrier set out to create something pretty much as good as, or greater than, classroom tutoring however with one important change: it will be at a value that anybody may find the money for.

    The gaining knowledge of equipment that was created allows students to put together as a whole lot as they need, 24 hours a day 7 days per week. moreover, this getting to know device gives them the peace of intellect that they're able to excel when it's time to take their ITIL basis exam, ITIL Intermediate exam and Managing across the Lifecycle examination.

    Ivanka Menken, COO at the artwork of carrier, says: "We fine-tuned the collective genius of our a group of educators and teamed them up with the foremost ITIL carrier Managers and ITIL expert tutors and set about creating an engaging, bendy software that would supply college students a nearly unfair skills in their exams."

    actual Proof of The artwork of provider's tune record

  • The global circulate cost for probably the most prevalent ITIL v3 intermediate route, SOA, is 72%. For examination candidates which have taken their service offerings and Agreements (ITIL v3 Intermediate SOA) course with The artwork of service it is an dazzling 90%.
  • The international circulate cost for ITIL v3 Managers Bridge is sixty nine%. For exam candidates that have taken their carrier offerings and Agreements (ITIL v3 Intermediate SOA) course with The artwork of carrier it's eighty%.
  • The global move expense for ITIL v3 provider method is 71%. For examination candidates that have taken their carrier strategy (ITIL v3 Intermediate SS) course with The paintings of provider it's a hundred%.
  • The world pass cost for ITIL v3 carrier Design is seventy two%. For exam candidates that have taken their service Design (ITIL v3 Intermediate SD) route with The art of carrier it is 100%.
  • The international circulate expense for ITIL v3 carrier Transition is fifty nine%. For examination candidates which have taken their carrier Transition (ITIL v3 Intermediate ST) route with The art of provider it is seventy five%.
  • The global move rate for ITIL v3 CSI is 64%. For examination candidates which have taken their path with The artwork of carrier it is a hundred%.
  • The global circulate price for ITIL v3 SO is seventy eight%. For exam candidates which have taken their SO course with The artwork of carrier it's one hundred%.
  • The international flow price for ITIL v3 RCV is seventy seven%. For exam candidates that have taken their RCV direction with The art of service it's ninety three%.
  • The international move fee for ITIL v3 PPO is eighty one%. For examination candidates which have taken their PPO direction with The paintings of carrier it's 88%.
  • The global flow rate for ITIL v3 OSA is 77%. For exam candidates that have taken their OSA path with The art of provider it is ninety two%.
  • The world flow rate for ITIL v3 MALC is fifty five%. For examination candidates that have taken their MALC direction with The paintings of carrier it is 56%.
  • The world move fee for ITIL v3 foundation is 84%. For examination candidates that have taken their course with The art of provider it's 86%.
  • The global circulate rate for ITIL v3 basis Bridge is 88%. For examination candidates which have taken their ITIL v3 groundwork Bridge course with The paintings of carrier it's 95%.
  • The statistics demonstrates objectively that The art of service's solution to get their consumers ITIL licensed (a) works, and (b) works superior than any one else's.

    Ivanka Menken says: "We understand what we're doing: The artwork of carrier's administration team has been ITIL licensed and energetic because 1992. we've proficient heaps of candidates from corporations corresponding to UPS, Nike, Intel, Apple, Microsoft, Procter & Gamble, Cisco techniques, Hewlett-Packard, Google, IBM and a lot of greater. Our courses are absolutely accepted and formally diagnosed by means of EXIN, BCS, GCI, CSME and Loyalist Certification capabilities and are constantly up to date in keeping with the latest exam necessities and pupil remarks."

    Martin Buckley, Microsoft, country says: "I regarded around for a practicing issuer for my ITIL v3 Managers Bridge -- it turned into intricate. I called several providers who were claiming to present working towards; once I probed on the identify of the instructor, references, success charges -- there turned into very little or in several instances no evidential statistics the course would bring. My aims for training gave the impression somewhat fundamental -- to be taught; to community; to move the exam. in the end I chosen The artwork of provider -- based mostly in Brisbane, Queensland, Australia.

    "Why? Three motives:

  • they proudly demonstrate their pass costs on the front web page
  • suggestion
  • attention and popularity from The paintings of service 'provider management Podcasts'
  • "So how is the path so far? without difficulty awesome.

    "Ivanka Menken is the trainer -- she is a co-proprietor of the enterprise and has been on the 'coalface' of provider administration start considering ITIL v1 days. respectable skills, personable, actual world adventure -- and a good mix of working towards styles."

    Andrew from Melbourne had this experience: "Having labored in IT for 15 years I had never had to enforce ITIL primarily based methodologies in any formal method. When eventually I did, this provided me with the groundwork to build a a success and extremely viewed ITIL based mostly manner for a brand new task my employer became pursuing. The assignment got here off, and my ITIL framework is in area and doing what it is going to, offering a top quality of provider we could not have achieved devoid of it.

    "The art of carrier's route is well structured, effortless to observe, and concise ample to effectively meet the ITIL certification necessities. I extremely suggest it to any person with little to no event with ITIL."

    Having the highest pass costs within the business, plus thousands of satisfied clients from main groups makes it clear that The paintings of provider is the simplest option for any candidate wanting to get their ITIL certifications.

    The paintings of service is the logical and most good answer for lots of IT specialists and their groups.

    For more tips on The paintings of carrier's ITIL Certification programs, discuss with http://store.theartofservice.com

    about the artwork of service

    based in 2000, The art of service's intention is to show IT authorities with certifications and in-demand skill sets to consumers like UPS, Nike, McDonald's, Walt Disney, Intel, Apple, FMC technologies, Procter & Gamble, Schlumberger, Microsoft, IBM and Cisco methods.

    Over 200,000 americans seek advice from www.TheArtofService.com each and every 12 months to get concepts, analysis classes, and to find the certification they want.


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    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 certification for DBAs – Part 2 | killexams.com real questions and Pass4sure dumps

    In my previous post I did my best explain a little bit what ITIL is and how important is for DBAs to understand better about this framework.

    Now let’s talk about how to get prepared to pass the ITIL foundations certification test. After spending quite some time researching about what was the best training path to take I figured out there was a few options.

    The most common approach:If you are lucky enough to get sponsorship from your current employer, there are multiple ITIL training providers that offers all-inclusive training packages in a formal classrooms.

    In some cases these training packages includes the certification exam to be taken on the 4th day; which in my opinion is a really great because you will have all the information still fresh in your mind.

    My approach:In case you autodidact, like me, you will find a great amount of free\paid resources you can use to best the ITIL certification test.

    Based on my research and personal experience I can recommend to use the following resources:

    Books:

  • ITIL Foundation Exam Study Guide by Liz Gallacher & Helen Morris (1st edition):This is an excellent book you case use to establish a base knowledge of ITIL for the foundation tests but be careful it does not cover all the areas evaluated in the exam.
  • Passing Your ITIL Foundation Exam: 2011 by Axelos:This is the official exam reference book and updated in line with the 2011 syllabus, this i s by far the best study aid you will find, it contains every single area (and more) evaluated on the exam. It also include some mockup exams you can use to get an idea of the difficulty of this exam.
  • Online IT training (videos)I have no question about how great these online trainings from Pluralsight and CBT nuggets are and how much they can help you to understand better all the concepts and scenarios described on the books.

    If I have to choose, in my opinion the two courses from Chris Ward are the best in any aspect, the scenarios are really easy to understand and the way he walk through all the topics is just great.

    ITIL Foundations by Lowell AmosITIL Foundation: Lifecycle Phases and Processes by Chris Ward

    ITIL Foundation (November 2016) with Keith BarkerITIL Foundation (June 2015) with Chris Ward

    Practice Exams:

  • AXELOS’ ITIL Foundation app (Android and iOS):This mobile\table application is the perfect complement to AXELOS’ book, it helps to identify any subject areas where you are still weak and focus study time and practice in those areas specifically. Once you see your results from the practice exams , you can select the area of the lifecycle you need more practice on.
  • iOSAndroid

  • Simply Learn exam preparation test:This is a free online source you can use to get an idea how you are progressing while studying for the certification exam. The questions are not that difficult but it will definitively helps you to practice. Go ahead a give it a try here.
  • Hopefully this post will guide you to choose the best option to pass the ITIL certification exam.Stay tuned for more DBA mastery tips.

    I am a very experienced multi platform Database Administrator (SQL Server, Azure SQL DB, Oracle and MySQL). I have more than 10 years of experience in the database administration field, working for large scale US based companies (multiple industries). I have multiple SQL Server certifications under my belt (MCP, MCTS, MCSA, MCSE), during my spare time I like to help others using the #SQLHelp hashtag in Twitter. I hope you find all the information/DBA tips shared in this blog useful


    ITIL Foundation | killexams.com real questions and Pass4sure dumps

    Hi!

    Today I want to share my new achievement with you! I passed ITIL Foundation exam!

    Oh yeah! Link

    It was a little bit hard for me, because I never had to do something with management before, but I’m sure it was worth it. I want to understand how development contributes to business, how can I organize development in an efficient way, which non-technical aspects of development should be considered and to have some organizational best practices in mind — that is what I found useful in ITIL.

    I think that it’s cool to be a good engineer, but it’s also good to know what is happening around you in your company to understand, what exactly are people expecting from you, and not just get a requirement and implement it.

    ITIL also contributes to my software architecture knowledge (which is my primary interest) by describing the role of architecture in overall business. Also, IASA defines IT architecture the following way:

    IT architecture is the art and science of designing and delivering valuable technology strategy

    So, how can I deliver valuable strategy without knowing what is actually needed? That’s a reason for learning ITIL.

    I was preparing using ITIL foundation handbook (nice book, actually) while hearing ITSM course at TU Berlin. It was enough, but as I said, it took pretty long to prepare for this exam.

    But I don’t stop learning. And don’t stop delivering articles :)



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