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:
ITIL Intermediate Capability Badge (Burgundy). There are four ITIL Capability courses. (RCV, OSA, SOA, PPO). You are able to apply for this lapel pin once you have passed each exam. Some examination institutes such as APMG International will send the pins automatically with the candidate's certificate. This badge shares its colour with the ITIL Service Transition book.
Information Technology Infrastructure Library (ITIL) is near the top of almost every list of must-have IT certifications, and for good reason. ITIL practices are designed to help companies identify areas where they need improvement, providing vendor-neutral guidelines on where to make specific changes to reduce costs and increase productivity. Keep in mind: ITIL is not a tool but rather a set of best practices pertaining to IT service and lifecycle management.
That’s one of the reasons why Axelos has a practitioner level where it requires a combination of both practical and theoretical knowledge.  According to Axelos, the ITIL practitioner level  “enables practitioners to not only speak the language of ITIL but be able to translate it and use it in practice”. So, an ITIL certification without the knowledge of how to use it in practice is just a sheet of paper.

At first glance, software development, or to be more precise, the management of the SDLC (software development lifecycle), may not seem related to ITIL (information technology infrastructure library, or why you need ITIL certification to further a career path that involves software development. However, there are ways that the two approaches are not only compatible but can even be considered two sides of the same coin. The SDLC side is a lifecycle approach to create the product – software. The ITIL side is a lifecycle approach that concentrates on the service. To understand how these two lifecycle approaches integrate, you first have to understand what they each entail.

ITIL Master Badge (Purple, with the letter M in the middle). Currently in pilot phase this qualification has no training course or exam associated with it. To gain qualification as an ITIL Master, candidates have to have his/her work peer-reviewed by a panel of experts. Once an ITIL Expert has achieved this status, the ITIL Master can wear a lapel pin based on the colour of the ITIL Service Design book, which also has a Gold M in the centre.
The ‘Information Technology Infrastructure Library (ITIL)’ is a set of ITSM practices utilized by some of the most high-profile organizations in the world, including HSBC, IBM and even NASA. Originally released as a series of books, ITIL was designed to standardize the procedures for good IT management, helping businesses to avoid the most common pitfalls in order to deliver the best quality services possible.

Our Dallas classroom is located on the 12th floor, in the Meridian Business Center, just off the intersection of I-35 and I-635 within minutes of DFW International Airport and Dallas Love Field Airport. Free parking is available in the garage next to the building in the VISITORS floor. Look for the Visitors sign on the garage. Use the garage elevator to go to floor 3 and use the sky walkway to enter the building. Use the elevator to proceed to the 12th floor and enter Meridian Business Center.


Sunanda Gundavajhala, B.Tech, M.B.A, PMP has over 25 years of project management. She is a consultant, trainer on project management for different sectors and is the recipient of “Recognition of Excellence” award from PMI, USA and Woman Volunteer award from Hyderabad, India Chapter of PMI. She has contributed to the “Practice Standard on Scheduling, PMI” and also worked as the Liaison officer for PMIEF (Education Foundation) for the Hyderabad, India Chapter of PMI

ITIL Master Badge (Purple, with the letter M in the middle). Currently in pilot phase this qualification has no training course or exam associated with it. To gain qualification as an ITIL Master, candidates have to have his/her work peer-reviewed by a panel of experts. Once an ITIL Expert has achieved this status, the ITIL Master can wear a lapel pin based on the colour of the ITIL Service Design book, which also has a Gold M in the centre.
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