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ITIL® 2011 F C: Oundation Ourse

ITIL Foundation Certification Training In Hyderabad https://www.excelr.com/itil-foundation-training-in-hyderabad/

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sai venkat srinivas
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32 views16 pages

ITIL® 2011 F C: Oundation Ourse

ITIL Foundation Certification Training In Hyderabad https://www.excelr.com/itil-foundation-training-in-hyderabad/

Uploaded by

sai venkat srinivas
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

ITIL® 2011 FOUNDATION COURSE

• ITIL® is a registered trade mark of AXELOSLimited


ABOUT US

10,000+ 32+ 100+

Professionals Countries Management


Trained across globe Certification courses

Excelr is an IT consulting and professional certification training provider catering its services globally
across countries including India, UK, USA,Netherlands, Germany, Malaysia, Indonesiaetc.,

 Some of our Flagship Courses


 ITIL® Foundation ,Intermediate, Expert
 PRINCE2 | PMP
 CLOUDCOMPUTING
 ISO 27000 , ISO20000
 SIX SIGMA | ANALYTICS
 TOGAF | COBIT
 SAP Training

ITIL® is a registered trade mark of AXELOSLimited


The Swirl logo™ is a trade mark of AXELOSLimited 2
The ITIL®Approved Examination Organization logo is a trade mark of AXELOSLimited
ITIL® QUALIFICATION SCHEME

© AXELOScopyright 2013. Reproduced under licence ofAXELOSLimited

3
ITIL® FOUNDATION EXAM FORMAT

Foundation Certificate in IT Service Management


Simple multiple choice examination – 40 Questions -
Closed Book

Duration 60 minutes (Extra 15 mins if exam is not in


native language)

65% required to be certified (26 out 40)

Pre-requisite for all further ITIL® qualifications

4
ITIL® 2011 FOUNDATION COURSE OBJECTIVES

 At the end of the course, you should be able to:


 Service management as a practice
 The ITIL® service lifecycle
 Generic concepts and definitions
 Key principles and models
 Processes
 Functions
 Selected roles
 Technology and architecture
 Competence and training

5
Module 1

ITIL® KEY CONCEPTS &


SERVICE MANAGEMENT AS PRACTICE
1. ITIL® KEY CONCEPTS

WHY DO WE NEED IT SERVICE MANAGEMENT?

 Increasing Complex of IT services

 External Dependencies and Influences

 Need for higher visibility fo IT service failure

 Manage Changes with minium impact on existing Services

 Higher Customer expectations

Copyright © Excelr Soulutions and AXELOSLimited 2013. All rights reserved.


*Italic font material in this document has been sourced from ITIL®2011 core publications.
No part of this document may be reproduced in any form without the written permission of both Excelr and 7
AXELOSLimited. Permission can be requested at enquiry@[Link] and licensing@[Link]
1. ITIL® KEY CONCEPTS
WHAT IS ITIL®?
 ITIL® is the most widely adopted approach for IT Service
Management in the world. It provides a practical, no-nonsense
framework for identifying, planning, delivering and supporting IT
services to the business.

 Adopting ITIL® can offer users a huge range of benefits that include:
 Improved IT services
 Reduced costs
 Improved customer satisfaction through a more professional approach to
service delivery
 Improved productivity
 Improved use of skills and experience
 Improved delivery of third party service.

Copyright © Excelr Soulutions and AXELOSLimited 2013. All rights reserved.


*Italic font material in this document has been sourced from ITIL®2011 core publications.
No part of this document may be reproduced in any form without the written permission of both Excelr and 8
AXELOSLimited. Permission can be requested at enquiry@[Link] and licensing@[Link]
1. ITIL® KEY CONCEPTS
WHY ITIL® IS SO SUCCESSFUL?
The key characteristics of ITIL® that contribute to its global success

 Best practice: ITIL® represents the learning experiences and


thought leadership of the world’s best-in-class service providers

 Vendor-neutral: ITIL® service management practices are


applicable in any IT organization because they are not based on any
particular technology platform or industry type.

 Non-prescriptive: ITIL® offers robust, mature and time-tested


practices that have applicability to all types of service organization

Copyright © Excelr Soulutions and AXELOSLimited 2013. All rights reserved.


*Italic font material in this document has been sourced from ITIL®2011 core publications.
No part of this document may be reproduced in any form without the written permission of both Excelr and 9
AXELOSLimited. Permission can be requested at enquiry@[Link] and licensing@[Link]
1. ITIL® KEY CONCEPTS
WHY ITIL® IS SO SUCCESSFUL?
 Deliver value for customers through services.
 Integrate the strategy for services with business strategy and
customers needs
 Measure, monitor and optimise IT services and service provider
performance
 Manage the IT investment and budget
 Manage risk
 Manage knowledge
 Reduces cost and Optimize services
 Change organization culture across the enterprise
 Improve relationship with customers
Copyright © Excelr Soulutions and AXELOSLimited 2013. All rights reserved.
*Italic font material in this document has been sourced from ITIL®2011 core publications.
No part of this document may be reproduced in any form without the written permission of both Excelr and 10
AXELOSLimited. Permission can be requested at enquiry@[Link] and licensing@[Link]
1. ITIL® KEY CONCEPTS

BEST PRACTICE
 Best Practice
Proven activities or processes that have been successfully
used by multiple organizations

 Sources of Best Practice


 Public frameworks

 Standards

 Proprietary knowledge of organizations and individuals

Copyright © Excelr Soulutions and AXELOSLimited 2013. All rights reserved.


*Italic font material in this document has been sourced from ITIL®2011 core publications.
No part of this document may be reproduced in any form without the written permission of both Excelr and 11
AXELOSLimited. Permission can be requested at enquiry@[Link] and licensing@[Link]
1. ITIL® KEY CONCEPTS
BEST PRACTICE
Standards Employees

Industry practices Customers

Sources Academic research Suppliers Enablers


(generate) (aggregate)
Training and education Advisers

Internal experience Technologies

Substitutes Competition

Drivers Customers Compliance Scenarios


(filter) (filter)
Regulators Commitments

Knowledge fit for business


Objectives, context andpurpose

© AXELOScopyright 2013. Reproduced under licence ofAXELOSLimited

Copyright © Excelr Soulutions and AXELOSLimited 2013. All rights reserved.


*Italic font material in this document has been sourced from ITIL®2011 core publications.
No part of this document may be reproduced in any form without the written permission of both Excelr and 12
AXELOSLimited. Permission can be requested at enquiry@[Link] and licensing@[Link]
1. ITIL® KEY CONCEPTS
PROPREITARY AND PUBLIC FRAMEWORKS

 Proprietary Frameworks

 Difficult to adopt, adapt or transfer

 Customized for local context and the specific needs of the business

 Difficult to Document

 Not for freee, owners expect to be rewarded for their investments

 Public Frameworks

 Validated across various organisations, cultures , environment and contexts

 Public training and certification enabling labor market skills

 Widely distributed among a large community of professionals

Copyright © Excelr Soulutions and AXELOSLimited 2013. All rights reserved.


*Italic font material in this document has been sourced from ITIL®2011 core publications.
No part of this document may be reproduced in any form without the written permission of both Excelr and 13
AXELOSLimited. Permission can be requested at enquiry@[Link] and licensing@[Link]
1. ITIL® KEY CONCEPTS

ITIL® EVOLUTION
 1980 – Office of Government Commerce initiated collection
and adoption of best practices

 1989 – First official version published

 2002 – Version 2 published

 Service Support, Service Delivery & Service Desk

 2007 – Version 2007 was released

 Major revision with service lifecycle approach

 2011 – Improved consistency across core publications

Copyright © Excelr Soulutions and AXELOSLimited 2013. All rights reserved.


*Italic font material in this document has been sourced from ITIL®2011 core publications.
No part of this document may be reproduced in any form without the written permission of both Excelr and 14
AXELOSLimited. Permission can be requested at enquiry@[Link] and licensing@[Link]
1. ITIL® KEY CONCEPTS
ITIL® SERVICE LIFECYCLE - OVERVIEW

Continual
service
Service
improvement
transition

Service
strategy

Service Service
design Operation

© AXELOScopyright 2013. Reproduced under licence ofAXELOSLimited

Copyright © Excelr Soulutions and AXELOSLimited 2013. All rights reserved.


*Italic font material in this document has been sourced from ITIL®2011 core publications.
No part of this document may be reproduced in any form without the written permission of both Excelr and 15
AXELOSLimited. Permission can be requested at enquiry@[Link] and licensing@[Link]
CONTACT US

[Link]
enquiry@[Link]
Toll FREE : 1800-212-2120 (India)
0044-203-514-6638 (UK)
006-128-520-3240 (Australia)
001-844-392-3571 (USA)
+2348181496946 (Nigeria)

THANK YOU

Common questions

Powered by AI

ITIL's framework is distinguished as non-proprietary due to its vendor-neutral stance, allowing its practices to be applied across various IT organizations without reliance on specific technologies or industry contexts . It is validated across diverse organizations and facilitates public training and certification, broadening accessibility and applicability .

ITIL contributes to reducing IT service costs by providing a structured framework that helps in the efficient planning, delivering, and supporting of IT services, which leads to improved productivity and better use of skills and experience . It also encourages measuring and optimizing IT services, thus minimizing unnecessary expenditure .

ITIL is successful globally due to its best practice approach that incorporates the experiences and leadership of top service providers . It is vendor-neutral, allowing application in any IT organization regardless of specific technology platforms or industry types . Additionally, ITIL is non-prescriptive and supports integration of service strategy with business strategy to meet customer needs, optimizing IT services and performance .

The elements of ITIL's best practice sources include public frameworks, standards, proprietary knowledge from organizations and individuals, academic research, and internal experiences . These diverse sources ensure the robustness, maturity, and applicability of ITIL's practices across different contexts and organizations .

Using a public framework like ITIL offers advantages such as broad validation across various organizations, cultures, and environments, which supports widespread application and understanding. This contrasts with proprietary frameworks that may be difficult to adopt or adapt beyond their original context, often requiring specific implementation environments and incurring costs for use . ITIL's public framework also enables public training and certification, enhancing labor market skills and creating a large community of professionals .

ITIL facilitates improved customer relationships and satisfaction by aligning IT services with business strategy and customer needs, ensuring value delivery through services . The framework's emphasis on service optimization and risk management also contributes to enhanced customer satisfaction .

The service lifecycle approach introduced in ITIL 2007 was significant as it represented a shift to a more holistic management of service strategies. It enabled organizations to ensure continuous service improvement by covering all aspects from strategy formulation to service operation and design, emphasizing continual alignment with business objectives .

ITIL manages IT investments and budgets effectively by integrating service strategy with business strategies and rigorously measuring and optimizing IT services. This approach ensures that investments align with business priorities, and resource allocation is optimized for maximum value delivery .

The evolution of ITIL began in the 1980s with the Office of Government Commerce collecting best practices . The first official version was published in 1989, followed by Version 2 in 2002, introducing service support and delivery . The 2007 release featured a major revision adopting a service lifecycle approach, culminating in the 2011 version which improved consistency across core publications .

ITIL plays a role in changing organizational culture by standardizing IT service management practices across the enterprise, fostering a service-oriented culture. This cultural shift emphasizes collaboration, continuous improvement, and alignment of IT services with business objectives, encouraging a more customer-centric approach .

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