IT Service Management
Introduction
About ITIL
IT Infrastructure Library® (ITIL) is the most widely adopted framework for IT Service Management in the world. It is a practical approach to identifying, planning, delivering and supporting IT services to the business. It describes how IT resources should be organized to deliver business value, documenting the processes, functions and roles of IT Service Management (ITSM).
The acronym ITIL is a registered trademark of the United Kingdom’s Cabinet Office. Following this move, the ownership is now listed as being with HM Government rather than the Office of Government Commerce (OGC). The publications continue to be Crown Copyright.
About AXELOS
AXELOS are a new joint venture company, created by the Cabinet Office on behalf of Her Majesty’s Government (HMG) in the United Kingdom and Capita plc to run the Best Management Practice portfolio, including the ITIL® and PRINCE2® professional standards..
AXELOS (The Accreditor) assess and license Examination Institutes (EIs) to administer ITIL accreditation and examination activities.
Why AXELOS?
The name AXELOS gives us a platform to stand out as:
- A modern, ever-evolving company on the world stage
- With a key focus on investing and developing new products
- Delivering new, ever more innovative methods of learning.
AXELOS translates appropriately globally, has impact and carries a certain degree of weight. Added to which, it has knowledge and wisdom, and gives a sense of a company that, whilst new, is still imbued with solidity and integrity.
Why ITIL Certification?
Upon successful completion of the education and examination components related to this qualification, candidates can expect to gain a general overview, and basic knowledge and understanding of ITIL.
Successful completion of the Foundation qualification also fulfils the prerequisite entry criteria for the next level of study within the ITIL qualifications scheme, the ITIL Intermediate Level.
ITIL® Foundation
The Foundation Level is the entry level qualification which offers candidates a general awareness of the key elements, concepts and terminology used in the ITIL Service Lifecycle.
ITIL is the most recognized framework for IT service management in the world.ITIL helps service providers with best practice guidance on the provision of quality IT services, and the processes, functions and other capabilities needed to support them.
ITIL® Qualification Scheme
The ITIL Qualifications scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL Best Practice, to various degrees of depth and detail.
These are the levels of qualifications within the scheme:
- ITIL Foundation
- ITIL Intermediate Level
- ITIL Managing Across the Lifecycle
- ITIL Expert Level
- ITIL Master Qualification
The modular, tiered structure of the qualification not only offers candidates the flexibility in relating to the different disciplines and areas of ITIL, but generally makes ITIL qualifications more accessible and achievable.
About ITIL Qualifications
The following certifications are available under the ITIL Qualifications scheme:
- ITIL Foundation (known as ITIL v3 and ITIL 2011 edition)
- The ITIL Foundation Certificate in IT Service Management is the entry level examination for the scheme. There are no pre-requites for this examination.
- ITIL Intermediate Level
- The ITIL Intermediate level is the core of the scheme. To take an examination at this level, candidates must hold the ITIL Foundation qualification and must complete an accredited training course.
- The following examinations are available at the intermediate level:
- Service Lifecycle: management focused examinations
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
- Service Capability: process focused examinations
- Planning Protection and Optimization
- Release Control and Validation
- Operational Support and Analysis
- Service Offerings and Agreements
- Service Lifecycle: management focused examinations
- ITIL Managing Across the Lifecycle (MALC)
- It is the capstone examination for the scheme. Candidates who have earned at least 17 credits from both Foundation and Intermediate modules of ITIL Certifications are eligible to take this course and examination, and will be eligible for the ITIL Expert level award following successful completion.
- For full information on the qualifications available under the scheme please see:
www.itil-officialsite.com/Qualifications/ITILQualificationScheme.aspx
Benefits of ITIL
The Benefits of ITIL:
- Provides a single documented framework for IT best practices that flow across the IT organization.
- Reduces IT costs and justifies the cost of IT quality and supports improvement of user productivity.
- Supports ability of IT to measure and improve internal performance and service provisioning.
- Improves communication and information flow between IT and the organization and business departments and identifies roles and responsibilities for IT Service Management.
- Improves ability of IT to adjust as business opportunities and challenges are presented.
- Improves relationship of IT with the business – builds trust.
COURSE MATERIALS
COURSE MATERIALS
Our course materials have been designed by a panel of ITIL experts with more than 15 years of industry experience in IT Service Management. MyITstudy has created a time-tested methodology, which is backed by high pass rates. We provide students with all the materials they need, including workbooks, chapter test books, a final test booklet, process charts, case studies and gift packs. The study material details the goals, objectives and basic concepts of core ITIL processes and functions everything students need to know to pass the exam. It seamlessly combines real-life examples with ITIL concepts to help students effectively implement ITIL concepts in their organizations. One of the major benefits MyITstudy offers students is one month of free access to online study materials, which includes process charts, study guides and exam tips.
Students do not have to bring anything to class. All materials are provided!
Student Workbook:
MyITstudy course content has been updated to align with the 2011 syllabus. The workbook contains an introduction along with chapters detailing each stage of the Service Lifecycle:
- Service Strategy,
- Service Design,
- Service Transition,
- Service Operation and
- Continual Service improvement.
The purpose, value, scope and objectives of each process and function as well as ITIL terminology is explained in detail. This workbook contains simple, yet informative, real-life situations that help students contextualize important ITIL concepts. Each chapter is complemented by a brief chapter test that reinforces retention and application of important concepts.
Chapter Test Workbook:
Students can discuss important concepts during the interactive session after each chapter while they are given feedback on areas of improvement. The chapter test workbook also contains justifications for all the chapter test questions to help students understand each concept.
Mock Exam:
This exam has been modelled after the ITIL Foundation Exam. The mock test is conducted on the second day of class, prior to the actual ITIL Foundation exam. It consists of 40 questions that mimic the type of questions students will see on the real exam. It helps students prepare for the final exam and assists them in understanding their strengths and weaknesses.
Case Study:
Implementing the ITIL framework is as necessary as the knowledge of ITIL concepts is, in creating a successful organization. MyITstudy understands this reality and has prepared case studies based on real-life experiences, which offers a balance between theoretical concepts and implementable knowledge of the ITIL framework. A service topic is chosen and is explained with reference to each component of the Service Lifecycle in ITIL Foundation. With this method, students can get an idea of how to formulate an ITIL culture in their respective organizations to improve service delivery and productivity.
What you will learn:
The ITIL® Foundation Certificate is a three day course in which delegates will gain a comprehensive grounding in the aspects of ITIL® service management. Delegates will prepare for and sit the one hour, multiple- choice ITIL® Foundation certificate in service management exam. The course consists of short lectures, exercises, discussions, examination technique training, mock examinations and culminates in an invigilated exam on the third day.
Effective and formal IT Service Management will give an organization a clear view of its IT capabilities. It will give the IT department a clear understanding of the customer’s needs, drivers and motivation. The interlocking IT Service Management disciplines will allow the needs of the customer to be matched by the capability of the services being offered.
In documenting best practice ITIL has laid before us a professional approach to the provision of IT services. In the ITIL world measurement and monitoring are critical. We are able to focus on the needs of the business and to measure the performance of the services offered, reviewing and improving on a continual basis.
Critical among costs the Service Management disciplines is Availability Management. If services are not available then it’s not a service. All the service support and service delivery disciplines work together to deliver agreed levels of service availability to our customers.
Delivery of service availability to meet customer needs benefits the whole organization. Customer satisfaction is greatly increased, as is the motivation of those staff involved in service provision.
Overall, professional IT Service Management disciplines will deliver improved quality of service to customers enabling the business to reduce costs, derive higher revenues and hence increased profit.
This course leads to the ITIL® Foundation level certification. Delegates are prepared for the Foundation examination and will normally take this examination on the third day of the course. The Foundation qualification is a pre-requisite for the ITIL Intermediate examinations.
The ITIL Foundation examination is a closed- book 60 minute 40 multiple choice question paper. The pass mark is 65% (26 marks required to pass out of 40 available).
Audience Profile
The target groups of the ITIL® Foundation Certificate are:
- Individuals who require a basic understanding of the refreshed ITIL® framework and how it may be used to enhance the quality of IT service management within an organization.
- IT professionals that are working within an organization that has adopted and adapted ITIL®, who need to be informed about and thereafter contribute to, an ongoing service improvement program.
Prerequisites
There are no pre-requisites for this course, nor is there any pre-course preparation required. Evening work is not compulsory, although it may benefit delegates to ensure they have consolidated each day’s learning through reading and checking notes. This should take no longer than an hour each evening, although further self-study is encouraged.
Course Learning Objectives
- To provide a basic understanding of the ITIL framework
- To understand how ITIL can be used to enhance the quality of IT service management within an organization
- To enable comprehension and / or awareness of key areas of the 5 ITIL core books:To prepare to sit the ITIL Foundation Exam
- Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement