ITIL® 2011 F C: Oundation Ourse

ITIL® 2011 FOUNDATION COURSE
• ITIL® is a registered trade mark of AXELOSLimited

ABOUT US
10,000+ 32+ 100+
Professionals Countries Management

Trained across globe 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
 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 2
The ITIL®Approved Examination Organization logo is a trade mark of AXELOSLimited
ITIL® QUALIFICATION SCHEME
© AXELOScopyright 2013. Reproduced under licence ofAXELOSLimited
3
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
4
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
5
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 7
AXELOSLimited. Permission can be requested at [email protected] and [email protected]
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.

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

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
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

BEST PRACTICE
Standards Employees
Industry practices Customers
Sources Academic research Suppliers Enablers

(generate) (aggregate)
Training and education Advisers
Internal experience Technologies
Substitutes Competition
Drivers Customers Compliance Scenarios

(filter) (filter)
Regulators Commitments
Knowledge fit for business

Objectives, context andpurpose

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

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

ITIL® SERVICE LIFECYCLE - OVERVIEW
Continual
service
Service
improvement
transition
Service
strategy
Service Service
design Operation

CONTACT US
www.excelr.com
[email protected]
Toll FREE : 1800-212-2120 (India)
0044-203-514-6638 (UK)
006-128-520-3240 (Australia)
001-844-392-3571 (USA)
+2348181496946 (Nigeria)
THANK YOU

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ITIL® 2011 FOUNDATION COURSE

• ITIL® is a registered trade mark of AXELOSLimited

10,000+ 32+ 100+

Professionals Countries Management

 Some of our Flagship Courses

ITIL® is a registered trade mark of AXELOSLimited

© AXELOScopyright 2013. Reproduced under licence ofAXELOSLimited

Foundation Certificate in IT Service Management

Duration 60 minutes (Extra 15 mins if exam is not in

65% required to be certified (26 out 40)

Pre-requisite for all further ITIL® qualifications

 At the end of the course, you should be able to:

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.

Copyright © Excelr Soulutions and AXELOSLimited 2013. All rights reserved.

 Best practice: ITIL® represents the learning experiences and

 Vendor-neutral: ITIL® service management practices are

 Non-prescriptive: ITIL® offers robust, mature and time-tested

Copyright © Excelr Soulutions and AXELOSLimited 2013. All rights reserved.

 Sources of Best Practice

 Proprietary knowledge of organizations and individuals

Copyright © Excelr Soulutions and AXELOSLimited 2013. All rights reserved.

Industry practices Customers

Sources Academic research Suppliers Enablers

Internal experience Technologies

Drivers Customers Compliance Scenarios

Knowledge fit for business

© AXELOScopyright 2013. Reproduced under licence ofAXELOSLimited

Copyright © Excelr Soulutions and AXELOSLimited 2013. All rights reserved.

 Difficult to adopt, adapt or transfer

 Not for freee, owners expect to be rewarded for their investments

 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.

 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.

© AXELOScopyright 2013. Reproduced under licence ofAXELOSLimited

Copyright © Excelr Soulutions and AXELOSLimited 2013. All rights reserved.

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