ITIL refers to a detailed set of practices for managing IT service management, commonly known as ITSM. These practices apply to any type or size of organization that wants to align IT with severally business strategy, while delivering value and maintaining a minimum competency level. ITIL practices include a range of processes and procedures, tasks, and checklists that aid in demonstrating compliance, measuring improvement, and avoiding common pitfalls – all to deliver the best quality services to the end user.
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FitSM [43] is a standard for lightweight service management. Its process framework is quite similar to that of ISO/IEC 20000 and the Service Support and Service Delivery parts of ITIL Version 2, but adopts Service Portfolio Management from later ITIL versions. FitSM contains several parts, including samples and templates for core ITSM documents, that are published under Creative Common licenses.
ICT operations management provides the day-to-day technical supervision of the ICT infrastructure. Often confused with the role of incident management from service support, operations has a more technical bias and is concerned not solely with incidents reported by users, but with events generated by or recorded by the infrastructure. ICT operations may often work closely alongside incident management and the service desk, which are not-necessarily technical, to provide an 'operations bridge'. Operations, however should primarily work from documented processes and procedures and should be concerned with a number of specific sub-processes, such as: output management, job scheduling, backup and restore, network monitoring/management, system monitoring/management, database monitoring/management storage monitoring/management. Operations are responsible for the following:
You also need to keep your career goals in mind when selecting an ITIL foundation certification course. This training is necessary if you have an interest in managing the IT services for any type of business. Additionally, this course can lead the way into further certifications as well, if you have an interest in expanding your skill set even more.

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Change management aims to ensure that standardised methods and procedures are used for efficient handling of all changes. A change is an event that results in a new status of one or more configuration items (CIs), and which is approved by management, is cost-effective, enhances business process changes (fixes) – all with a minimum risk to IT infrastructure.

Add the following at the start: “With the release of ITIL 4, the previous credit system is giving way to more streamlined and modern approach that embraces the holistic view of the new scheme. Divided into three primary job roles – ITIL Specialist, Strategist, and Leader – these cleaner paths lead to toward two distinct designations of either the Managing Professional or the Strategic Leader. More details around these paths will be revealed as these courses release throughout the year.
So, is it worth the buck? Definitely yes, if you’re able to demonstrate the value of your knowledge in your work. Having spoken to a sizeable number of IT consultants, practitioners, IT agents, I have seen that people who succeed with an ITIL certification are those who have put an effort into earning their certificate, and not just seen it as a way of checking a box for their career. Your goal should be acquiring knowledge and putting it in practice, measuring the impact of your work and not just ‘passing’ the certification.
The service desk functions are the single contact-point for end-users' incidents. Its first function is always to document ("create") an incident. If there is a direct solution, it attempts to resolve the incident at the first level. If the service desk cannot solve the incident then it is passed to a 2nd/3rd level group within the incident management system. Incidents can initiate a chain of processes: incident management, problem management, change management, release management and configuration management. This chain of processes is tracked using the configuration management database (CMDB), - ITIL refers to configuration management system (CMS), which records each process, and creates output documents for traceability (quality management). Note - CMDB/CMS does not have to be a single database. The solution can be Federated.
This course covers the ITIL Foundation exam (with the most current objectives) which is the entry-level certification in the ITIL framework and offers an exceptional overview of ITIL. By obtaining your ITIL Foundation certification, you are showing employers that you understand the key elements, concepts, and terminology used in the ITIL service lifecycle, including how operations move between each stage of the lifecycle, the processes used, and their overall contribution to the service management best practices.
If you are convinced you have gone as far as you’d like to go with ITIL®, there are a number of options for what to study next. If you’d like to enter the world of project management, you could study PRINCE2® Foundation. As ITIL® and PRINCE2® are both AXELOS products, they complement each other and are designed to work together. In larger organisations and at the enterprise level, COBIT is a good complement to ITIL® because it provides a structure for effective IT governance with a broader scope of coverage. DevOps and ITIL® is also a combination worth looking at. The two approaches, although quite different in some ways, both seek to deliver the same goal: value to the business by focusing on the customer.
ITIL Intermediate (Lifecycle Stream): Addresses aspects of ITIL from a holistic, lifecycle perspective. Lifecycle may be more suited to those with managerial responsibility looking at the overall IT Service Management picture. The Service Strategy course in particular is very much rooted in the broader corporate strategy and governance environment.
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