Continuous Service Improvement: This phase defines new requirements for the preceding phases of ITIL based on operational feedback and service levels. It helps to ensure that policies and procedures are followed, that service level agreements are met and that operational lessons learned are incorporated into existing and future service refinements.
ITIL is used across the world and in a wide variety of industries, with internationally known companies like IBM, HBSC, and even NASA implementing ITSM strategies. For many companies, the biggest benefits of ITIL are its versatility and scalability: companies can take as little or as much as they’d like from ITIL, and they can also combine it with practices that follow other popular frameworks like Six Sigma, COBIT, and TOGAF.
The IT Infrastructure Library(ITIL®) is the standard for IT service management. ITIL® provides the framework that has been drawn from both the public and private sectors throughout the world. Our training will teach you how IT resources should be organized to deliver the best value to businesses or organization. Every month since we started running ITIL® courses we have tracked our students performance – and we consistently see pass-rates of well over 90% every month. Note that in all of the ITIL® classes listed below we have a maximum number of 25 students per class.
Let’s get this straight – getting a certification is not rocket science in today’s day and age. A certification merely demonstrates that you’ve studied and cleared an examination. It doesn’t give you wings and doesn’t solve all the world’s problems. One of the primary reasons why certifications and other training programs are losing their relevance is that it’s possible to pass the certification and still not learn ANYTHING practical about the subject.
The ITIL Foundation certification covers the basics of ITIL and is where most newbies start the process of learning ITIL and becoming certified. The certification has no prerequisites, and anyone with an interest in the subject matter can sit for this exam. ITIL Foundation certification exam prep can be accomplished via classroom or distance learning options, as well as via self-study. There is no requirement for you to complete a training course before you sit for the Foundations exam. The Foundation exam consists of 40 multiple-choice questions that must be answered in 60 minutes with a grade of 65 percent, or 26 correct answers, required to pass the exam.
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.
ITIL 2007 edition (previously known as ITIL Version 3) is an extension of ITIL Version 2 and fully replaced it following the completion of the withdrawal period on 30 June 2011. ITIL 2007 provides a more holistic perspective on the full life cycle of services, covering the entire IT organization and all supporting components needed to deliver services to the customer, whereas ITIL Version 2 focused on specific activities directly related to service delivery and support. Most of the ITIL Version 2 activities remained untouched in 2007, but some significant changes in terminology were introduced in order to facilitate the expansion.
When you purchase a course through itiltraining.com you will benefit from our 30 years of experience delivering accredited best-practice training to over 5,000 corporations and 500,000 individuals internationally. We offer highly-developed online learning tools, public and in-house instructor-led classroom courses, so you can seek certification in whichever learning style suits you best.
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
Split over several levels and modules, ITIL covers everything from service strategies to continuous improvement, enabling practitioners to not only adapt IT service infrastructures, but also prepare for further changes down the line. This can help to foster sustainable productivity for businesses and create a better, more consistent experience for customers.
However, increasingly certifications (or rather ITIL certification) and training programs are becoming a ‘thing to add in your resume’, and not delivering the value they are supposed to bring. During my casual conversations at events and meet-ups, a common underlying theme has been about the mismatch between the performance of people (with certifications) and the knowledge they have gained from those certifications.
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 was first developed by the U.K. Government's Central Computer and Telecommunications Agency (CCTA) in the 1980s as a set of standardized best practices for IT services used in government agencies. From that narrowly focused start, ITIL has been adopted, revised and expanded into a comprehensive framework for managing IT service delivery in companies and organizations of all sizes, across all industries and market sectors.
In 2000/2001, to make ITIL more accessible (and affordable), ITIL Version 2 consolidated the publications into nine logical "sets" that grouped related process-guidelines to match different aspects of IT management, applications and services. The Service Management sets (Service Support and Service Delivery) were by far the most widely used, circulated, and understood of the ITIL Version 2 publications.
The Service Design (SD) volume provides good-practice guidance on the design of IT services, processes, and other aspects of the service management effort. Significantly, design within ITIL is understood to encompass all elements relevant to technology service delivery, rather than focusing solely on design of the technology itself. As such, service design addresses how a planned service solution interacts with the larger business and technical environments, service management systems required to support the service, processes which interact with the service, technology, and architecture required to support the service, and the supply chain required to support the planned service. Within ITIL, design work for an IT service is aggregated into a single Service Design Package (SDP). Service design packages, along with other information about services, are managed within the service catalogues.
CSI needs upfront planning, training and awareness, ongoing scheduling, roles created, ownership assigned, and activities identified to be successful. CSI must be planned and scheduled as process with defined activities, inputs, outputs, roles and reporting. Continual Service Improvement and Application Performance Management (APM) are two sides of the same coin. They both focus on improvement with APM tying together service design, service transition, and service operation which in turn helps raise the bar of operational excellence for IT.
In July 2013, Axelos took ownership of ITIL. It now maintains the ITIL framework and accredits training and examination institutes. Hundreds of ITIL Accredited Training Organizations (ATOs) are available to deliver training, and ITIL certification exams may be administered at the end of a training course or by an Examination Institute (EI), many of which work directly with the ATOs.
Naturally, this kind of change cannot start with a blank canvas. The development of IT services should be driven by an awareness of current processes and management practices within an organization. Without this, an IT Service Management (ITSM) process will inevitably waste time, money and effort, giving competitors a chance to lure customers away with more efficient offerings.
ITIL® Foundation is the most widely acknowledged entry-level ITIL certification for IT professionals. Today’s IT departments need qualified experts who can deliver effective IT services. This training will show you the ITIL services lifecycle, how lifecycle stages are linked, processes involved, and best practices for enhancing the quality of IT service management to reduce costs and increase productivity. ITIL certified professionals earn 40% more than their non-certified peers.
You ever hear of the expression “fake it until you make it”? It’s a common confidence-building mantra that helps people take on new challenges that they may not have the most experience in. This mentality is critical for new job roles, however, for the certified ITIL professional, there’s no need to “fake” anything. Your hard work in learning the ropes of ITIL and mastering its certification courses will pay off as you can immediately jump into a new job role with a comfortable understanding of the framework’s implementation, management strategies, and guiding principles.
Digital services are the de facto product these days: more and more companies are buying into – and selling – digital services, instead of tangible, heavy, customized options. Digital services typically rely on ongoing project management that focus on the service’s objectives while also paying attention to inevitable issues in developing, delivering, and maintaining the service. A good IT service management approach is knowing exactly how to integrate all these ever-changing factors into your development process.
You'll recognize some familiar terms as well as some new nomenclature incorporated into the ITIL 4 certification scheme. The certification still starts with the ITIL Foundation, and ITIL Master is still the highest level of ITIL certification, but how you get from Foundation to Master now allows two distinct paths, allowing you to choose the certification knowledge areas that best fit your interests and career goals.
ITIL Practitioner was added in July 2016 and earns candidates 3 credits toward their ITIL Expert certification. It is considered the next step after the ITIL Foundation, which is a prerequisite. An ITIL Practitioner will be able to explain how to use the ITIL framework to support business objectives, and focuses on organizational change management, communication, measurement and metrics.
ITIL describes processes, procedures, tasks, and checklists which are not organization-specific nor technology-specific, but can be applied by an organization for establishing integration with the organization's strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement. There is no formal independent third party compliance assessment available for ITIL compliance in an organisation. Certification in ITIL is only available to individuals.