itil v3 certification

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ITIL 2011 FOUNDATION COURSE

• ITILis a registered trade mark of AXELOSLimited

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ABOUT US
32
100
10,000
Professionals Trained
Countries across globe
Management 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
• CLOUD COMPUTING
• ISO 27000 , ISO20000
• SIXSIGMA ANALYTICS
• TOGAF COBIT
• SAP Training

ITILis a registered trade mark of AXELOSLimited
The Swirl logo is a trade mark of
AXELOSLimited The ITILApproved Examination
Organization logo is a trade mark of AXELOSLimited
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ITIL QUALIFICATION SCHEME
AXELOScopyright 2013. Reproduced under licence
of AXELOSLimited
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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

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ITIL 2011 FOUNDATION COURSEOBJECTIVES

• 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

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Module 1
ITIL KEY CONCEPTS SERVICE MANAGEMENT AS
PRACTICE
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WHY DO WE NEED IT SERVICE MANAGEMENT?
1. ITIL KEY CONCEPTS

• 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 ITIL2011
core publications. No part of this document may
be reproduced in any form without the written
permission of both Excelr and AXELOSLimited.
Permission can be requested at enquiry_at_excelr.com
and licensing_at_AXELOS.com
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WHAT IS ITIL?
1. ITIL KEY CONCEPTS

• 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 ITIL2011
core publications. No part of this document may
be reproduced in any form without the written
permission of both Excelr and AXELOSLimited.
Permission can be requested at enquiry_at_excelr.com
and licensing_at_AXELOS.com
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WHY ITIL IS SO SUCCESSFUL?
1. ITIL KEY CONCEPTS

• The key characteristics of ITIL that contribute
  to its global success
• Best practice ITIL represents the learning
  experiences and thought leadership of the
  worlds 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 ITIL2011
core publications. No part of this document may
be reproduced in any form without the written
permission of both Excelr and AXELOSLimited.
Permission can be requested at enquiry_at_excelr.com
and licensing_at_AXELOS.com
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WHY ITIL IS SO SUCCESSFUL?
1. ITIL KEY CONCEPTS

• 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 ITIL2011
core publications. No part of this document may
be reproduced in any form without the written
permission of both Excelr and AXELOSLimited.
Permission can be requested at enquiry_at_excelr.com
and licensing_at_AXELOS.com
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BEST PRACTICE
1. ITIL KEY CONCEPTS

• 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 ITIL2011
core publications. No part of this document may
be reproduced in any form without the written
permission of both Excelr and AXELOSLimited.
Permission can be requested at enquiry_at_excelr.com
and licensing_at_AXELOS.com
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1. ITIL KEY CONCEPTS
BEST PRACTICE
Standards
Employees
Industrypractices
Customers
Sources (generate)
Enablers (aggregate)
Academicresearch
Suppliers
Training and education
Advisers
Internalexperience
Technologies
Substitutes
Competition
Drivers (filter)
Scenarios (filter)
Customers
Compliance
Regulators
Commitments
Knowledge fit for business Objectives, context
andpurpose AXELOScopyright 2013. Reproduced
under licence of AXELOSLimited
Copyright Excelr Soulutions and AXELOSLimited
2013. All rights reserved. Italic font material
in this document has been sourced from ITIL2011
core publications. No part of this document may
be reproduced in any form without the written
permission of both Excelr and AXELOSLimited.
Permission can be requested at enquiry_at_excelr.com
and licensing_at_AXELOS.com
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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 ITIL2011
core publications. No part of this document may
be reproduced in any form without the written
permission of both Excelr and AXELOSLimited.
Permission can be requested at enquiry_at_excelr.com
and licensing_at_AXELOS.com
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ITIL EVOLUTION
1. ITIL KEY CONCEPTS

• 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 ITIL2011
core publications. No part of this document may
be reproduced in any form without the written
permission of both Excelr and AXELOSLimited.
Permission can be requested at enquiry_at_excelr.com
and licensing_at_AXELOS.com
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1. ITIL KEY CONCEPTS
ITIL SERVICE LIFECYCLE - OVERVIEW
Continual service improvement
Service transition
Service strategy
Service Operation
Service design
AXELOScopyright 2013. Reproduced under licence
of AXELOSLimited
Copyright Excelr Soulutions and AXELOSLimited
2013. All rights reserved. Italic font material
in this document has been sourced from ITIL2011
core publications. No part of this document may
be reproduced in any form without the written
permission of both Excelr and AXELOSLimited.
Permission can be requested at enquiry_at_excelr.com
and licensing_at_AXELOS.com
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