ITIL® 2011 Foundation Certification Course

Overview of ITIL® 2011

Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.
ITIL® is a [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
IT Infrastructure Library® is a [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
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Course Objectives

After completing ● Explain the practice of Service Management

this course, you will
be able to: ● Describe Service Lifecycle

● Identify key principles and models of ITIL® 2011

● Define generic concepts in ITIL® 2011

● Discuss the processes, roles and functions in ITIL® 2011

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Introduction to ITIL

ITIL® is a set of publications focussing on the best practices followed in IT Service Management.
Facts related to ITIL®:
● ITIL® was published between 1989 and 1995 by Her Majesty’s Stationery Office or HMSO, in the
UK, on behalf of the Central Computer and Telecommunications Agency.
● ITIL® v2 was published as a set of revised books between 2000 and 2004.
● In 2007, ITIL® v2 was superseded by an enhanced and consolidated ITIL® 2007, consisting of five
core books covering the service lifecycle.
● In July 2011, ITIL® 2007 was upgraded to ITIL® 2011 with some changes in the processes. ITIL® 2011
has introduced a clearly defined set of strategic processes, which includes Strategy Management
for IT services and Business Relationship Management.

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Overview of ITIL®

What is ITIL® ?
A set of publications for best practices in IT service Management.

Why ITIL® ?
● Focusses on descriptive guidance on IT Service Management that is easily adapted.
● Emphasises on Quality Management approach and standards.

ITIL® goals
● Consistent, comprehensive, hygienic set of best practices
● Platform independent discussion of processes
● Common language, Standardised vocabulary
● Flexible framework, adaptable to different IT environments

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Why is ITIL® Successful?

ITIL® embraces a practical approach to service management—do what works. And what works is
adapting a common framework of practices that unite all areas of IT service provision towards a single
aim—delivering value to the business.

The following list defines the key characteristics of ITIL® that contribute to its global success:
● Vendor-neutral: ITIL® service management practices are applicable in any IT organisation because
they are not based on any particular technology platform or industry type. ITIL is owned by the UK
government and is not tied to any commercial proprietary practice or solution.
● Non-prescriptive: ITIL® offers robust, mature and time-tested practices that have applicability to all
types of service organisations. It continues to be useful and relevant in public and private sectors,
internal and external service providers, small, medium and large enterprises, and within any
technical environment. Organisations should adopt ITIL® and adapt it to meet the needs of the IT
organisation and their customers.
● Best practice: ITIL® represents the learning experiences and thought leadership of the world’s best-
in-class service providers.

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Why is ITIL® Successful (contd.) ?

ITIL® is successful because it describes practices that enable organisations to deliver benefits, return
on investment and sustained success. ITIL® is adopted by organisations to enable them to:
● deliver value for customers through services;
● integrate the strategy for services with the business strategy and customer needs;
● measure, monitor and optimise IT services and service provider performance;
● manage the IT investment and budget;
● manage risk;
● manage knowledge;
● manage capabilities and resources to deliver services effectively and efficiently;
● enable adoption of a standard approach to service management across the enterprise;
● change the organisational culture to support the achievement of sustained success;
● improve the interaction and relationship with customers;
● coordinate the delivery of goods and services across the value network; and
● optimise and reduce costs.

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ITIL® 2011 Components

Wider Complementary Portfolio

Official Portfolio

Crown Copyright (OPSI) reuse licensed

Web-based complementary
Third party material: products e.g.
Trademark licensed case studies

Third party material:

Core Cabinet Office

manual; glossary; syllabus

Official Publisher Official Accreditor

complementary material complementary material

Other third party complementary products

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 ITIL® Core Publications

Complementary Publications Each lifecycle phase of ITIL® 2011 core is

represented by a volume in the library.

1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement

Web Support Services

Copyright © AXELOS Limited 2011. Material is reproduced under licence from AXELOS. All rights reserved.

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ITIL® 2011 Qualification Scheme: Credits System

ITIL® Lifecycle Modules

Master Service Strategy
Service Design
ITIL® Expert
Service Transition
5 Managing across the Lifecycle 5 Service Operation
+ Continual Service Improvement

3 3 3 3 3 4 4 4 4
SS SD ST SO CSI OSA PPO RCV SOA Capability Modules
Operational Support and Analysis (OSA)
Planning Protection & Optimisation (PPO)
Lifecycle Modules Capability Modules
Release Control and Validation (RCV)
+ ITIL® Foundation (or earlier version of Foundation + Bridge) 2
Service Offerings & Agreements (SOA)
©APM Group — The Accreditor Limited 2011
http://www.itil-officialsite.com/Qualifications/ITILQualificationScheme.aspx

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Course Agenda

ITIL Course Agenda

Learning Unit 1: Introduction to Service Management Lifecycle
Principles of Service Management, Processes, The ITIL® Service Lifecycle
Learning Unit 2: Service Strategy
Concepts and Models, Processes
Learning Unit 3: Service Design
Concepts and Models, Key Principles, Processes
Learning Unit 4: Service Transition
Concepts and Models, Key Principles, Processes
Learning Unit 5: Service Operations
Concepts and Models, Key Principles, Processes and Functions
Learning Unit 6: Continual Service Improvement
Concepts and Models, Key Principles, Processes
Learning Unit 7 : Summary and Exam Preparation
Review of Key Concepts and Practice Exam

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Exam Details

Online, Multiple choice, 40 questions. The questions are selected from the full
Type
ITIL® Foundation in IT Service Management examination question bank.
Duration Maximum 60 minutes. Candidates sitting for the examination in a language other than their native
language have a maximum of 75 minutes
Supervised Yes

Open Book No

Pass Score 65% (26 out of 40)

Where? AEC (Authorised Examination Centre)

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 Thank You

Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.
ITIL® is a [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
IT Infrastructure Library® is a [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
AXELOS® is a [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under the permission of AXELOS Limited. All rights reserved. Copyright 2014, Simplilearn, AllAllrights
Copyright 2014, Simplilearn, rightsreserved.
reserved.