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ITILF2011 The ITIL Foundation - 2011

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ITILF2011 exam Dumps Source : The ITIL Foundation - 2011

Test Code : ITILF2011
Test Name : The ITIL Foundation - 2011
Vendor Name : ISEB
: 40 Real Questions

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ISEB The ITIL Foundation -

what's ITIL? Your book to the IT Infrastructure Library | killexams.com Real Questions and Pass4sure dumps

what is ITIL?

The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of gold standard practices for offering IT features. ITIL has gone through a few revisions in its history and at the moment includes five books, each covering a variety of strategies and tiers of the IT carrier lifecycle. ITIL’s systematic method to IT provider management can support agencies manage risk, make stronger consumer family members, establish budget friendly practices, and build a solid IT ambiance that permits for increase, scale and change.

Developed by way of the British government's valuable computing device and Telecommunications agency (CCTA) throughout the 1980s, the ITIL first consisted of greater than 30 books, developed and launched over time, that codified best practices in counsel know-how accrued from many sources (including carriers' optimum practices) all over. IBM, for instance, says that its four-quantity sequence on systems-administration ideas, A administration equipment for advice programs, everyday because the Yellow Books, supplied vital input into the common ITIL books.

In April 2001, CCTA, along with a few different organizations, had been rolled into the workplace of govt Commerce (OGC), which is now typical as the cabinet workplace. The OGC adopted the project as a part of its mission to work with the U.k. public sector as a catalyst to achieve effectivity, cost for money in commercial actions, and better success in the beginning of classes and projects.

The intention wasn't to create a proprietary product that may well be commercialized; reasonably, it became to gather most advantageous practices that might support with what the government diagnosed became an expanding dependence in the govt on IT mixed with a painful lack of usual processes that were expanding fees and enabling mistakes to perpetuate. It immediately grew to become apparent that distributing these foremost practices would profit both public and personal-sector companies.

over the years, ITIL's credibility and utility grew to become recognized, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 service administration common, the primary overseas standard for IT provider administration; it's in keeping with British typical BS15000.

because 2013, ITIL is owned with the aid of Axelos — a joint venture between the cupboard office and Capita. Axelos gives corporations the license to use the ITIL framework, whereas managing updates and technique changes. youngsters, to make use of ITIL internally, organizations shouldn't have a license. ITIL v3 changed into launched in 2011, below the cupboard office, bringing updates to the 2007 edition published beneath OGC.

In 2018, Axelos announced ITIL four – an immense overhaul to the entire framework and the biggest exchange in view that ITIL v3 changed into posted in 2007. ITIL 4, which begun rolling out in Q1 of 2019, offers a more agile, flexible and customizable version of ITIL that's updated for up to date corporations. The newest version encourages much less siloes, more collaboration, verbal exchange across the whole company and integrating agile and DevOps into ITSM thoughts.

What's in the ITIL?

The ITIL has gone through a couple of revisions in its historical past. The fashioned 30 books of the ITIL have been first condensed in 2000 (when ITIL V2 changed into launched) to seven books, each and every wrapped around an aspect of IT management. Later, the ITIL Refresh challenge in 2007 consolidated the ITIL to five volumes which include 26 method and services – here's spoke of because the ITIL 2007 version. In 2011, an extra update — dubbed ITIL 2011 — was posted under the cupboard office. The five volumes remained, and ITIL 2007 and ITIL 2011 remained similar.

ITIL 4, which turned into launched in 2019, keeps the identical center of attention on automating tactics, improving service administration and integrating the IT branch into the company. however, it additionally updates the framework to accommodate and reply to up to date technology, equipment and utility. considering that ITIL’s ultimate update, the IT department has grown to develop into imperative to every business and the brand new framework accommodates this by means of being more agile, bendy and collaborative.

ITIL four consists of 9 guiding concepts that were adopted from the most recent ITIL Practitioner exam, which covers organizational trade administration, verbal exchange and dimension and metrics. These principles encompass:

  • focal point on price
  • Design for event
  • delivery the place you are
  • Work holistically
  • progress iteratively
  • have a look at without delay
  • Be transparent
  • Collaborate
  • preserve it standard
  • The most recent version of ITIL makes a speciality of business way of life and integrating IT into the standard company structure. It encourages collaboration between IT and other departments, mainly as other company contraptions increasingly rely on know-how to get work completed. ITIL 4 additionally emphasizes client feedback, on account that it’s more straightforward than ever for organizations to take into account their public notion, consumer satisfaction and dissatisfaction.

    For more suggestions on the advantages of the latest edition of ITIL, see “ITIL four: ITSM gets agile.”

    How do I put ITIL into follow?

    ITIL is a set of e-books, however basically occurring a reading binge may not enrich your IT operations. First, you have to wrap your mind around the concepts and then get group of workers purchase-in. Getting some IT personnel to adopt new strategies can be like herding cats, but there are equipment that may support.

    along with the ITIL comes a whole suite of consulting, practicing and certification capabilities. From the early Nineteen Nineties, certifications have been administered by way of two impartial their bodies: EXIN and ISEB, reckoning on your vicinity. both bodies formed an alliance on the end of 2006 to extra IT service management.

    in view that 2014, Axelos is the proprietor of the ITIL personnel certification and tests are administered by means of authorized training organizations (ATOs). Accreditations are administered by Strategic Examination Institutes (EIs). EIs should be permitted at once via Axelos to be able to offer accreditation to ATOs.

    before enforcing ITIL at your businesses, there are several questions make sure you answer, akin to what problems your company is making an attempt to remedy and what's your path to continual carrier development.

    For a deeper examine putting ITIL into observe, see "7 questions to ask before imposing ITIL" and "a way to get all started with ITIL."

    what is ITIL certification and is it value it?

    The ITIL v3 certification scheme previously consisted of 5 levels: basis, Practitioner, Intermediate, professional and master. each degree required a better depth of expertise and realizing of ITIL. The certification scheme below ITIL four has been streamlined to encompass the ITIL basis and the ITIL master checks. The ITIL basis examination has two paths, ITIL Managing skilled (MP) or ITIL Strategic chief (SL), which each have their own modules and tests.

    The ITIL Managing professional (MP) exam is designed for IT practitioners who're involved with technology and digital groups throughout the company, now not just in the IT branch. This route will train gurus everything they should learn about working a hit IT initiatives, groups and workflows.

    Modules encompass:

  • ITIL expert – Create, convey and guide
  • ITIL professional – force Stakeholder cost
  • ITIL expert – excessive velocity IT
  • ITIL Strategist – Direct, Plan & increase
  • The ITIL Strategic leader (SL) examination is designed for people that cope with “all digitally enabled functions,” and not simply folks that fall below IT operations. This route makes a speciality of how expertise directs company method and how IT plays into that.

    Modules encompass:

  • ITIL Strategist – Direct, Plan & enrich
  • ITIL chief – Digital & IT strategy
  • both paths can lead to the ITIL master exam, which is the highest degree of certification that you may obtain with ITIL 4.

    For those already within the middle of working against a ITIL v3 certifications, credits will switch over to the brand new certifications. Axelos recommends that each one ITIL certification candidates proceed the path towards ITIL master.

    For in-depth analysis of ITIL certification, see "What ITIL certifications mean to your IT management practices."

    How can ITIL increase my company's business efficiency?

    A well-run IT company that manages risk and continues the infrastructure humming no longer simplest saves funds, however additionally makes it possible for the enterprise individuals to do their jobs extra without difficulty. for instance, brokerage firm Pershing reduced its incident response time through 50 percent within the first yr after restructuring its carrier desk according to ITIL instructions, allowing users with problems to get back to work a whole lot greater rapidly.

    ITIL offers a scientific and knowledgeable method to the administration of IT carrier provision, and offers the following advantages:

  • reduced IT prices
  • enhanced IT capabilities through the use of confirmed most effective follow processes
  • stronger client satisfaction via a extra knowledgeable method to service beginning
  • requisites and information
  • more desirable productivity
  • superior use of abilities and adventure
  • more suitable delivery of third-celebration features throughout the specification of ITIL or BS15000 because the average for carrier start in features procurements
  • in accordance with Axelos, ITIL can additionally support organizations enrich functions by:

  • helping organizations manipulate chance, disruption and failure
  • strengthening customer relations by way of “providing productive capabilities that meet their wants”
  • organising low-cost practices
  • constructing a reliable ambiance that still permits for growth, scale and alter.
  • For a deeper study the way to get the most from ITIL, see "5 steps to a hit ITIL adoption."

    what will ITIL charge?

    Getting started includes the purchase of the ITIL both as hardcopy, PDF, ePub or via an internet subscription directly from Axelos. Then there may be the charge of training, which fluctuates each yr. The course leading to the preliminary groundwork certificates typically runs for two days, and courses leading to greater certifications can also be a week or more.

    Add to that the inevitable can charge of re-engineering some tactics to conform to ITIL guidelines, and adjustment of help desk or other software to catch the tips you want for tracking and producing metrics.

    there's, by the way, no such aspect as "ITIL-compliant" utility; the ITIL is a framework, no longer a typical. Some support desk and management application has been engineered with ITIL practices in intellect, youngsters, and so will lend themselves enhanced to groups working inside the framework.

    Examples of software and functions designed with ITIL and ITSM in mind encompass:

  • Samange: presents provider desk automation with the ITIL framework in intellect
  • InvGate provider Desk: an internet-based mostly ITIL-competent provider that boasts a user-friendly interface
  • ManageEngine ServiceDesk Plus: net-primarily based aid desk and asset administration utility that's accessible in an ITIL edition
  • vision Helpdesk: A multifunction carrier desk solution with ITIL integration
  • How long will an ITIL undertaking take?

    ITIL is not a "challenge"; it's an ongoing event to increase IT carrier administration. most effective practices should be baked into every thing, and that they ought to evolve because the enterprise evolves. With IT group of workers purchase-in, adjustments can begin once staff are proficient, and a few results should still be obvious within weeks or months. technique adjustments do take time, despite the fact, as entrenched dangerous practices are rooted out and modified (and, probably, workforce changes occur), however many companies have stated great reductions after their first year.

    To get a higher theory of what it's going to take to undertake and put in force ITIL, that you could flick through case reviews on the Axelos web site. recent case experiences include organizations like Sony and Disney — two businesses with large IT operations to manipulate.

    What savings am i able to are expecting?

    firms and public sector organizations which have correctly implemented ITIL most effective practices record huge discount rates.

    as an instance, in its merits of ITIL paper, red Elephant experiences that Procter and Gamble saved about $500 million over four years by cutting back help desk calls and improving operating procedures. Nationwide assurance accomplished a forty p.c discount in system outages and estimates a $four.3 million ROI over three years, and Capital One decreased its "business critical" incidents by using ninety two % over two years. After three years of ITIL implementation, woodland items enterprise MeadWestvaco claimed to have eliminated greater than $100,000 yearly in IT upkeep contracts and identified a ten % gain in operational steadiness thanks to ITIL.

    with out buy-in and cooperation from IT group of workers, despite the fact, any implementation is bound to fail. Bringing finest practices into a company is as a great deal a PR job because it is a technical endeavor.

    other criticisms consist of the proven fact that it’s inconceivable to plot for every failure, event or incident so it’s now not an actual science. basically, you received’t understand the actual ROI on ITIL except you put in force it inside your organization and use it readily. finally, for the reason that ITIL is a framework, it can only be as successful as company purchase-in permits. Embracing certifications, practicing and investing within the shift will support raise the possibilities of success and discounts.


    ITIL basis exam look at e book | killexams.com Real Questions and Pass4sure dumps

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    The suitable 5 ITIL practicing Institutes In India | killexams.com Real Questions and Pass4sure dumps

    precise 5 ITIL practicing Institutes In India

    The guidance know-how Infrastructure Library (ITIL) is a group of ideas and concepts for managing advice know-how (IT) infrastructure, construction, and operations. ITIL® is the most generally authorised method to IT service management on the planet.

    ITIL certifications are among the most prominent in the IT business.

    The EXIN and ISEB administers the tests and award skills at groundwork, Practitioner and manager/Masters level in ‘ITIL service administration’, ‘ITIL software administration,’ and ‘ICT Infrastructure management’ respectively.

    each edition of ITIL (version 1 & four) has three corresponding certification classes.

    The groundwork certificate: Covers understanding of ITIL terminology, TIL philosophy & history, imparting basis talents about carrier assist and service delivery.

    The Practitioner certificates: knowing and application of the specific methods.

    The manager’s certificates: Is aimed for experienced gurus, concerned in managing provider management features.

    right here is a list of exact 5 ITIL training institutes in India

    #1 KPMG’s ITIL® practising and Certification direction

    The ITIL® route from KPMG consist of here classes with checks:

    · ITIL® groundwork figuring out of the ITIL® framework and the strategies

    · ITIL® intermediate Modules overlaying provider management ideas in element

    · ITIL® MALC Managing across the Lifecycle (MALC) is the final step for IT gurus before getting into expert level where they can assist conclusion to end provider start via bridging different provider existence cycle ranges.

    · ITIL® skilled A candidate can attain the ® professional stage by gathering at the least 22 credit score aspects, beginning with the foundation route, relocating on to intermediate courses, and at last the MALC.

    period and fee: For precise counsel please download assistance from KPMG site.

    price Of The Institute: KPMG’s has more than two many years of adventure within the IT advisory, consulting, evaluation and working towards in India and Internationally for main practices like ITIL®, ISO/IEC 20000TM, COBIT® and CMMI®SVC.

    cost Of The certificate: existence-lengthy validity of the certificate. diverse choices examination in which candidate must ranking 26/forty (sixty five%) to circulate the groundwork examination.

    # 2 QAI international Institute ITIL® groundwork practising and certification: It’s a 2 day lecture room practising software followed by the examination.

    The route is aimed toward raising contributors figuring out and competence in IT carrier administration in accordance with ITIL® service approach, provider Design, carrier Transition, ITIL® service Operation, chronic provider development.

    duration and fee: 2 days — practising payment is protected in the Examination price of Rs 16,500

    school: skilled & licensed trainers.

    value Of The certificates: existence-long validity of certificate. varied choice examination A candidate needs to rating 26/40 (65%) to move the basis examination.

    price Of The Institute: QAI global Institute, gives quality assurance services and practicing throughout 15 countries. QAI is permitted via APMG as an ATO for ITIL® working towards.

    #three AXELOS® ATO The AXELOS® ATO gives most excellent value school room programs in accordance with modular constitution program that progresses from basis to Practitioner, and on to Intermediate, skilled and Masters level.

    length and charge: deserve to contact individual channel companions to find extra about the duration and charge.

    school: AXELOS has introduced a Strategic partner Scheme for working towards and examination.

    value Of The certificates: distinct alternative exam in which a candidate should score 28/40 (70%) to flow the foundation exam

    value Of The Institute: AXELOS’ top of the line practice counsel and certifications, developed over 30 years in partnership with government, trade and academia clients who use the AXELOS portfolio include a huge number of the realm’s most diagnosed manufacturers

    # 4 APTRON Delhi, diagnosed among the top ten ITIL working towards institutes in Delhi, has practicing module for novices, intermediates, and experts. From on-line classroom to fast-music & one-to-one lecture room, ITIL practising is equipped all over weekdays and weekends and quick music.

    route length and charge:

    · common music is a forty five–60 days program with 2 hours are living school room session

    · Weekend tune is for 8 Weekends with 2 hours reside classroom session

    · quick- music is a 5days program with 6+ hours are living lecture room session

    * need to contact the institute for fee structure of different programs

    school: Trainers are business-specialists possessing greater than a decade event in training.

    price Of The Institute: APTRON Delhi has a latest lab equipped with latest instruments that allows contributors in having a radical arms-on adventure through are living initiatives. They additionally give contributors with actual-time tasks along with placement suggestions.

    # 5 Seedworkshops SEED workshops is a certified practising organization and certified examination company by using PEOPLECERT® for ITIL® groundwork and Intermediate stage.

    route duration and fee:

    1 Day / eight hours of teacher Led classroom training and a fee of Rs 15,000

    school: Trainers have rich event in Manufacturing & IT/PM.

    value Of The certificate: PEOPLECERT authorized Courseware. assorted option exam in which a candidate should score 26/40 (65%) to pass the basis exam.

    value Of The Institute: SEED is the area’s right IT and professional ability development working towards provider, with over 500,000+ authorities knowledgeable globally.

    · trusted through the Fortune 500 companies as their studying provider

    · Over 250+ licensed and skilled trainers habits working towards’s for quite a lot of courses throughout the globe.

    · a hundred% delight and 85percentSsuccess rate for all international Certification.


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    The ITIL Foundation - 2011

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    What is ITIL? Your guide to the IT Infrastructure Library | killexams.com real questions and Pass4sure dumps

    What is ITIL?

    The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of best practices for delivering IT services. ITIL has gone through several revisions in its history and currently comprises five books, each covering various processes and stages of the IT service lifecycle. ITIL’s systematic approach to IT service management can help businesses manage risk, strengthen customer relations, establish cost-effective practices, and build a stable IT environment that allows for growth, scale and change.

    Developed by the British government's Central Computer and Telecommunications Agency (CCTA) during the 1980s, the ITIL first consisted of more than 30 books, developed and released over time, that codified best practices in information technology accumulated from many sources (including vendors' best practices) around the world. IBM, for example, says that its four-volume series on systems-management concepts, A Management System for Information Systems, known as the Yellow Books, provided vital input into the original ITIL books.

    In April 2001, CCTA, along with several other agencies, were rolled into the Office of Government Commerce (OGC), which is now known as the Cabinet Office. The OGC adopted the project as part of its mission to work with the U.K. public sector as a catalyst to achieve efficiency, value for money in commercial activities, and improved success in the delivery of programs and projects.

    The goal wasn't to create a proprietary product that could be commercialized; rather, it was to gather best practices that could assist with what the government recognized was an increasing dependence within the government on IT combined with a painful lack of standard procedures that were increasing costs and allowing errors to perpetuate. It quickly became apparent that distributing these best practices would profit both public and private-sector organizations.

    Over the years, ITIL's credibility and utility became recognized, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 Service Management standard, the first international standard for IT service management; it is based on British standard BS15000.

    Since 2013, ITIL is owned by Axelos — a joint venture between the Cabinet Office and Capita. Axelos gives businesses the license to use the ITIL framework, while managing updates and process changes. However, to use ITIL internally, organizations do not need a license. ITIL v3 was released in 2011, under the Cabinet Office, bringing updates to the 2007 version published under OGC.

    In 2018, Axelos announced ITIL 4 – a major overhaul to the entire framework and the biggest change since ITIL v3 was published in 2007. ITIL 4, which started rolling out in Q1 of 2019, offers a more agile, flexible and customizable version of ITIL that is updated for modern businesses. The latest version encourages less siloes, more collaboration, communication across the entire business and integrating agile and DevOps into ITSM strategies.

    What's in the ITIL?

    The ITIL has gone through several revisions in its history. The original 30 books of the ITIL were first condensed in 2000 (when ITIL V2 was launched) to seven books, each wrapped around a facet of IT management. Later, the ITIL Refresh Project in 2007 consolidated the ITIL to five volumes consisting of 26 process and functions – this is referred to as the ITIL 2007 edition. In 2011, another update — dubbed ITIL 2011 — was published under the Cabinet Office. The five volumes remained, and ITIL 2007 and ITIL 2011 remained similar.

    ITIL 4, which was released in 2019, maintains the same focus on automating processes, improving service management and integrating the IT department into the business. However, it also updates the framework to accommodate and answer to modern technology, tools and software. Since ITIL’s last update, the IT department has grown to become integral to every business and the new framework accommodates this by being more agile, flexible and collaborative.

    ITIL 4 contains nine guiding principles that were adopted from the most recent ITIL Practitioner Exam, which covers organizational change management, communication and measurement and metrics. These principles include:

  • Focus on value
  • Design for experience
  • Start where you are
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it simple
  • The newest version of ITIL focuses on company culture and integrating IT into the overall business structure. It encourages collaboration between IT and other departments, especially as other business units increasingly rely on technology to get work done. ITIL 4 also emphasizes customer feedback, since it’s easier than ever for businesses to understand their public perception, customer satisfaction and dissatisfaction.

    For more information on the benefits of the latest version of ITIL, see “ITIL 4: ITSM gets agile.”

    How do I put ITIL into practice?

    ITIL is a collection of e-books, but merely going on a reading binge won't improve your IT operations. First, you have to wrap your brain around the concepts and then get staff buy-in. Getting some IT personnel to adopt new procedures can be like herding cats, but there are tools that can help.

    Along with the ITIL comes a whole suite of consulting, training and certification services. From the early 1990s, certifications were administered by two independent bodies: EXIN and ISEB, depending on your location. The two bodies formed an alliance at the end of 2006 to further IT service management.

    Since 2014, Axelos is the owner of the ITIL personnel certification and exams are administered by Accredited Training Organizations (ATOs). Accreditations are administered by Strategic Examination Institutes (EIs). EIs need to be accredited directly by Axelos in order to offer accreditation to ATOs.

    Before implementing ITIL at your organizations, there are several questions you should answer, such as what problems your organization is trying to solve and what is your route to continual service improvement.

    For a deeper look at putting ITIL into practice, see "7 questions to ask before implementing ITIL" and "How to get started with ITIL."

    What is ITIL certification and is it worth it?

    The ITIL v3 certification scheme previously consisted of five levels: Foundation, Practitioner, Intermediate, Expert and Master. Each level required a stronger depth of knowledge and understanding of ITIL. The certification scheme under ITIL 4 has been streamlined to include the ITIL Foundation and the ITIL Master exams. The ITIL Foundation exam has two paths, ITIL Managing Professional (MP) or ITIL Strategic Leader (SL), which each have their own modules and exams.

    The ITIL Managing Professional (MP) exam is designed for IT practitioners who are involved with technology and digital teams throughout the organization, not just in the IT department. This path will teach professionals everything they need to know about running successful IT projects, teams and workflows.

    Modules include:

  • ITIL Specialist – Create, Deliver and Support
  • ITIL Specialist – Drive Stakeholder Value
  • ITIL Specialist – High Velocity IT
  • ITIL Strategist – Direct, Plan & Improve
  • The ITIL Strategic Leader (SL) exam is designed for those who deal with “all digitally enabled services,” and not just those that fall under IT operations. This path focuses on how technology directs business strategy and how IT plays into that.

    Modules include:

  • ITIL Strategist – Direct, Plan & Improve
  • ITIL Leader – Digital & IT Strategy
  • Both paths can lead to the ITIL Master exam, which is the highest level of certification you can achieve with ITIL 4.

    For those already in the middle of working towards a ITIL v3 certifications, credits will transfer over to the new certifications. Axelos recommends that all ITIL certification candidates continue the path towards ITIL master.

    For in-depth analysis of ITIL certification, see "What ITIL certifications mean to your IT management practices."

    How can ITIL improve my company's business performance?

    A well-run IT organization that manages risk and keeps the infrastructure humming not only saves money, but it also allows the business people to do their jobs more effectively. For example, brokerage firm Pershing reduced its incident response time by 50 percent in the first year after restructuring its service desk according to ITIL guidelines, allowing users with problems to get back to work much more quickly.

    ITIL provides a systematic and professional approach to the management of IT service provision, and offers the following benefits:

  • reduced IT costs
  • improved IT services through the use of proven best practice processes
  • improved customer satisfaction through a more professional approach to service delivery
  • standards and guidance
  • improved productivity
  • improved use of skills and experience
  • improved delivery of third-party services through the specification of ITIL or BS15000 as the standard for service delivery in services procurements
  • According to Axelos, ITIL can also help businesses improve services by:

  • helping businesses manage risk, disruption and failure
  • strengthening customer relations by “delivering efficient services that meet their needs”
  • establishing cost-effective practices
  • building a stable environment that still allows for growth, scale and change.
  • For a deeper look at how to get the most from ITIL, see "5 steps to successful ITIL adoption."

    What will ITIL cost?

    Getting started involves the purchase of the ITIL either as hardcopy, PDF, ePub or through an online subscription directly from Axelos. Then there's the cost of training, which fluctuates each year. The course leading to the initial Foundation Certificate typically runs for two days, and courses leading to higher certifications can be a week or more.

    Add to that the inevitable cost of re-engineering some processes to comply with ITIL guidelines, and adjustment of help desk or other software to capture the information you need for tracking and generating metrics.

    There is, by the way, no such thing as "ITIL-compliant" software; the ITIL is a framework, not a standard. Some help desk and management software has been engineered with ITIL practices in mind, however, and so will lend themselves better to teams working within the framework.

    Examples of software and services designed with ITIL and ITSM in mind include:

  • Samange: Offers service desk automation with the ITIL framework in mind
  • InvGate Service Desk: A web-based ITIL-ready service that boasts a user-friendly interface
  • ManageEngine ServiceDesk Plus: Web-based help desk and asset management software that is available in an ITIL edition
  • Vision Helpdesk: A multifunction service desk solution with ITIL integration
  • How long will an ITIL project take?

    ITIL is not a "project"; it's an ongoing journey to improve IT service management. Best practices have to be baked into everything, and they have to evolve as the enterprise evolves. With IT staff buy-in, changes can begin once staff are trained, and some results should be apparent within weeks or months. Process changes do take time, however, as entrenched bad practices are rooted out and modified (and, potentially, staff changes occur), but many companies have reported substantial savings after their first year.

    To get a better idea of what it will take to adopt and implement ITIL, you can browse through case studies on the Axelos website. Recent case studies include companies like Sony and Disney — two companies with massive IT operations to manage.

    What savings can I expect?

    Corporations and public sector organizations that have successfully implemented ITIL best practices report huge savings.

    For example, in its Benefits of ITIL paper, Pink Elephant reports that Procter and Gamble saved about $500 million over four years by reducing help desk calls and improving operating procedures. Nationwide Insurance achieved a 40 percent reduction in system outages and estimates a $4.3 million ROI over three years, and Capital One reduced its "business critical" incidents by 92 percent over two years. After three years of ITIL implementation, forest products company MeadWestvaco claimed to have eliminated more than $100,000 annually in IT maintenance contracts and recognized a 10 percent gain in operational stability thanks to ITIL.

    Without buy-in and cooperation from IT staff, however, any implementation is bound to fail. Bringing best practices into an organization is as much a PR job as it is a technical exercise.

    Other criticisms include the fact that it’s impossible to plan for every failure, event or incident so it’s not an exact science. In reality, you won’t know the exact ROI on ITIL until you implement it within your organization and use it effectively. Ultimately, since ITIL is a framework, it can only be as successful as corporate buy-in allows. Embracing certifications, training and investing in the shift will help increase the chances of success and savings.


    Certified ITIL Foundation Service Management Professional | DLP India | killexams.com real questions and Pass4sure dumps

    No result found, try new keyword!... learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® Foundation Syllabus. · ITIL® 2011 Edition Foundation: ITIL® and the Service Lifecycle · ITIL® ...

    ITIL 2011 Glossary | killexams.com real questions and Pass4sure dumps

    This app presents concepts, terms and definitions designed to aid communication in IT service management and related disciplines. It supports the terminology used in the various ITIL Foundation, ITIL Advanced, ITIL Master syllabi. This app completes words in ITIL 2011 glossary.

    Sidebar(as a list) Feature- Tap a word: Show description- Tap ABC indexes: Jump a section as you want.- Tap a magnifying glass icon: You can search a word.

    Description Feature- Show a description with a related word.- Pinch In/Out: Font size change- Long Tap: You can copy, search another dictionary and search internet.

    The glossary has been arranged in a single section of definitions ordered alphabetically. Some terms are preferred to other synonymous ones, in which case, the definition of the preferred term appears, with the synonymous ones referring to that. For example structural testing refers to white box testing. For synonyms, the “See” indicator is used. “See also” cross-references are also used. They assist the user to quickly navigate to the right index term.

    ITIL® is a registered trade mark of AXELOS Limited. Used under permission of AXELOS Limited. All rights reserved



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