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ITIL® 2011 FOUNDATION COURSE

• ITIL® is a registered trade mark of AXELOSLimited

ABOUT US

10,000+

32+

100+

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.,

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Some of our Flagship Courses ITIL® Foundation ,Intermediate, Expert PRINCE2 | PMP CLOUDCOMPUTING ISO 27000 , ISO20000 SIX SIGMA | ANALYTICS TOGAF | COBIT SAP Training

ITIL® is a registered trade mark of AXELOSLimited The Swirl logo™ is a trade mark of AXELOSLimited The ITIL®Approved Examination Organization logo is a trade mark of AXELOSLimited

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ITIL® QUALIFICATION SCHEME

© AXELOScopyright 2013. Reproduced under licence ofAXELOSLimited

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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

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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

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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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. 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]

8

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

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]

9

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. *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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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 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]

11

1. ITIL® KEY CONCEPTS

BEST PRACTICE Standards

Employees

Industry practices Sources (generate)

Customers

Academic research

Suppliers

Training and education

Advisers

Internal experience

Drivers (filter)

Enablers (aggregate)

Technologies

Substitutes

Competition

Customers

Compliance

Regulators

Commitments

Scenarios (filter)

Knowledge fit for business Objectives, context andpurpose © AXELOScopyright 2013. Reproduced under licence ofAXELOSLimited 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]

12

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 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]

13

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 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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1. ITIL® KEY CONCEPTS

ITIL® SERVICE LIFECYCLE - OVERVIEW

Continual service improvement

Service transition

Service strategy Service design

Service Operation

© AXELOScopyright 2013. Reproduced under licence ofAXELOSLimited 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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006-128-520-3240 (Australia) 001-844-392-3571 (USA) +2348181496946 (Nigeria)

THANK YOU

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itil foundation online training

ITIL® 2011 FOUNDATION COURSE • ITIL® is a registered trade mark of AXELOSLimited ABOUT US 10,000+ 32+ 100+ Professionals Trained Countries acr...

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