ITIL Certification

ITIL® 2011 FOUNDATION COURSE

•ITIL®is a registered trade mark of AXELOSLimited

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Excelr is an IT consulting and professional certification training provider catering its services globally
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 Some of our Flagship Courses

 ITIL® Foundation ,Intermediate, Expert
PRINCE2 | PMP
CLOUD COMPUTING
ISO27000 , ISO20000
SIXSIGMA| ANALYTICS
TOGAF| COBIT
SAP Training

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ITIL® QUALIFICATION SCHEME

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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 COURSE OBJECTIVES

 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

1. ITIL® KEY CONCEPTS

WHY DO WE NEED IT SERVICE MANAGEMENT?

 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

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*Italic font material in this document has been sourced from ITIL®2011 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 [email protected] and [email protected]

1. ITIL® KEY CONCEPTS

WHAT IS ITIL®?

 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.

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*Italic font material in this document has been sourced from ITIL®2011 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 [email protected] and [email protected]

1. ITIL® KEY CONCEPTS

WHY ITIL® IS SO SUCCESSFUL?

The key characteristics of ITIL® that contribute to its global success

 Best practice: ITIL® represents the learning experiences and
thought leadership of the world’s 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

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*Italic font material in this document has been sourced from ITIL®2011 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 [email protected] and [email protected]

1. ITIL® KEY CONCEPTS

WHY ITIL® IS SO SUCCESSFUL?

 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. 10
*Italic font material in this document has been sourced from ITIL®2011 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 [email protected] and [email protected]

1. ITIL® KEY CONCEPTS

BEST PRACTICE

 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

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*Italic font material in this document has been sourced from ITIL®2011 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 [email protected] and [email protected]

1. ITIL® KEY CONCEPTS

BEST PRACTICE

Standards Employees
Customers
Industry practices Suppliers
Advisers
Sources Academic research Technologies Enablers
(generate) Training and education (aggregate)

Internal experience

Drivers Substitutes Competition Scenarios
(filter) Customers Compliance (filter)
Regulators Commitments

Knowledge fit for business
Objectives, context andpurpose

© AXELOScopyright 2013. Reproduced under licence ofAXELOSLimited

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*Italic font material in this document has been sourced from ITIL®2011 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 [email protected] and [email protected]

1. ITIL® KEY CONCEPTS 13

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 ITIL®2011 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 [email protected] and [email protected]

1. ITIL® KEY CONCEPTS

ITIL® EVOLUTION

 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

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*Italic font material in this document has been sourced from ITIL®2011 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 [email protected] and [email protected]

1. ITIL® KEY CONCEPTS

ITIL® SERVICE LIFECYCLE - OVERVIEW

Continual Service
service transition
improvement

Service Service
design strategy

Service
Operation

© AXELOScopyright 2013. Reproduced under licence ofAXELOSLimited 15

Copyright © Excelr Soulutions and AXELOSLimited 2013. All rights reserved.
*Italic font material in this document has been sourced from ITIL®2011 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 [email protected] and [email protected]

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