ITIL Training &

Certification

Ramabadran Seshadri IyengarItsmf Professional Member

DIYmonde Solutions Incorporation

AgendaAgenda

What is ITIL?What is ITIL? Benefits of CertificationBenefits of Certification Benefits of ITIL in ITBenefits of ITIL in IT ITIL for CIOsITIL for CIOs Types of Certification (Levels)Types of Certification (Levels) ITIL Certification CoursesITIL Certification Courses ITIL Educational InstitutionsITIL Educational Institutions Additional InformationAdditional Information

What is ITIL..?What is ITIL..? ITIL (IT Infrastructure Library) is the most widely accepted approach

to IT Service Management in the world. It provides a framework of best practice guidance which is drawn from the experiences of the most successful public and private organizations internationally and which supports the worldwide standard for ITSM, ISO/IEC 20000.

It is supported by a comprehensive qualification scheme, accredited training organizations, and implementation and assessment tools.

It is a set of documents based around the concept of a service lifecycle that can be used to help define how Service Management processes and functions can best be applied within specific organisations. As a framework, it is completely customisable for any type of business or organisation that relies on IT services to achieve its strategic objectives.

Reduced costs Continual improvement in IT service quality through the

use of proven best practice processes and functions Improved customer satisfaction through a more

professional approach to service delivery Improved productivity and fewer wasted resources Improved use of skills and experience Improved delivery of third party services through the

specification of ITIL or ISO/IEC 20000 as the standard for service delivery in service procurements.

Benefits Of ITIL in ITBenefits Of ITIL in IT

Benefits of ITIL CertificationBenefits of ITIL Certification

Benefits to the Company:Certification provide a highly effective and practical way to: Objectively demonstrate the organization’s breadth and

currency of knowledge, building credibility and a competitive edge

Produce a measurable improvement in product and service quality

Foster customer confidence based on evidence of the staff’s qualifications and suitability for the projects

Create a benchmark of the IT skill sets possessed by its employees

Benefits of ITIL CertificationBenefits of ITIL Certification

Benefits to Employees:Certification provide a highly effective and practical way to: Gain additional knowledge and skills to perform current

job more effectively Acquire third party validation of knowledge and skills Common understanding of Industry standards and

terminology Professional recognition and networking with other

professionals

CIO ChallengesCIO Challenges Unacceptable levels of service availabilityUnacceptable levels of service availability Unclear and uncontrolled service costsUnclear and uncontrolled service costs Inability to respond to changing business needsInability to respond to changing business needs Ineffective Service improvement ProgramsIneffective Service improvement Programs Inconsistent reporting of service performance Inconsistent reporting of service performance Inability to react effectively to service failures and Inability to react effectively to service failures and

problemsproblems Customer perception of poor quality and inconsistent Customer perception of poor quality and inconsistent

ways of workingways of working Unclear compliance against software licence Unclear compliance against software licence

agreementsagreements Complex infrastructure and unclear end-to-end IT Complex infrastructure and unclear end-to-end IT

servicesservices Staff in silos focussing on products rather than servicesStaff in silos focussing on products rather than services

The National Exam Institute for Informatics (Netherlands)http://www.exin-exams.com/

The Information Systems Examination Board(UK)http://www1.bcs.org.uk

                            

ITIL Certification ProvidersITIL Certification Providers

Organizational accreditation – EXIN/ISEB

Course accreditation – not a certified course unless the course material has been accredited

Instructor accreditation – hold ITSM Manager / Expert Certification and are approved by an Exam Institute

Instructor experience – minimum of 5-10 years practical management experience in ITSM

Pass rate for the certification

Excellent references and testimonials

What to look for in a Course What to look for in a Course Provider ?Provider ?

Training Methods: Balanced mix of:

Lecture Case Study Audio/Video, Role Play Live Industry Examples Interactive Sessions

Training Materials: Developed by people with practical ITSM

management experience Accredited by ISEB and EXIN

Training MethodsTraining Methods

Training and Education Training and Education Offered by DIYmondeOffered by DIYmonde

Certification Non-Certification

ITIL v2(Accredited)

Simulations

Implementation Workshops

ITIL v3(Accredited

Foundation

Manager

Practitioner

Foundation

Intermediate

Expert

Adv. Diploma

V2-V3 Bridge

  

Certificate Description

Foundation Fundamental Level. Basic Understanding of the ten ITIL Service Delivery and Service Support processes and the Service Desk

Practitioner In-depth understanding of one of the ten ITIL process areas

Manager (Masters)

Broader understanding of all ten processes (plus the Service desk function) and the relationships between them

Qualification Scheme for Qualification Scheme for ITIL v2ITIL v2

Qualification Scheme for Qualification Scheme for ITIL v3ITIL v3

Why ITIL v3?Why ITIL v3?

Meet the needs of today and tomorrowMeet the needs of today and tomorrow Evolve SM practices to next level of maturityEvolve SM practices to next level of maturity Address current practice gapsAddress current practice gaps Embed solid processes into a service lifecycleEmbed solid processes into a service lifecycle Stronger connection to converging frameworksStronger connection to converging frameworks

GovernanceGovernance StandardsStandards ManagementManagement

Business Benefits of ITIL v3Business Benefits of ITIL v3

Improved use of IT investmentsImproved use of IT investments Improved service quality for customersImproved service quality for customers Integration of business and IT strategies and values Integration of business and IT strategies and values Portfolio driven service assetsPortfolio driven service assets Effective and managed governance Effective and managed governance Clear demonstration of ROI and ROV Clear demonstration of ROI and ROV Agile adaptation and flexible service models Agile adaptation and flexible service models Performance and measures that are business value Performance and measures that are business value

based based IT Service assets linked to business servicesIT Service assets linked to business services

Objective: Introduce knowledge and

understanding of IT Service Management concepts and terminology, and insight into the applicability of IT Service Management

Suitable for:All personnel who wish to become

familiar with the best practices of ITSM as defined by OGC ITIL guidelines

ITIL v3 Foundation ExamITIL v3 Foundation Exam

Exam Qualification requirements:No Formal entry requirementsSome experience in IT

Exam Format:40 closed book multiple choice

questions Exam Duration: 1 hour

Exam Assessment: Required to score 65% to

pass (26 out of 40)

ITIL v3 Foundation Exam ITIL v3 Foundation Exam (Contd)(Contd)

Objective:Provide the knowledge and skills necessary to

plan, implement and execute the IT Service Management processes.

Suitable for: Person with responsibility for the definition,

execution and maintenance of a specific ITSM process or processes in the Organization

Exam Qualification Requirements: Demonstrate one years experience in Practice area Attend accredited course and complete in-course

assignment Hold Foundation Certificate in ITSM

ITIL v2 Practitioner ExamITIL v2 Practitioner Exam

Exam Format:Closed book Multiple Choice

25 questions based on Case Study

Exam Duration: 1 hour

Exam Assessment: Combined total score of 65% to pass (50 % of

In-course Assignment & 50% of Exam score)

Cost:Exam Fee: $ 160 USD

ITIL v2 Practitioner ExamITIL v2 Practitioner Exam (Contd)(Contd)

Objective:Provide knowledge and skills to plan the ITSM

processes, and support the optimization of those processes.

Suitable for: Person with responsibility for the definition,

execution and maintenance of a specific ITSM processes

Exam Qualification Requirements: Demonstrate 5 years experience in General IT and at least 2 years in IT Service in a managerial role Attend accredited course and achieve a positive

assessment of at least 50 % Hold Foundation Certificate in ITSM

ITIL v2 Manager’s ExamITIL v2 Manager’s Exam

Exam Format: Two Closed book essay exams based on Case Study (Paper 1 Service Support, Paper 2 Service delivery)

Exam Duration:3 hours each in a period of 24 hours

Exam Assessment: Achieve a total score of 50% or more in

both of the written exams)

ITIL Manager’s Exam ITIL Manager’s Exam (Contd)(Contd)

ITIL V3 IntermediateITIL V3 Intermediate

Intermediate Lifecycle Intermediate Lifecycle Stream Stream

- 5 individual certificates - 5 individual certificates built around the five core built around the five core OGC booksOGC books

Service Strategy Service Strategy Service Design Service Design Service Transition Service Transition Service Operation Service Operation Continual Service Continual Service

Improvement Improvement

Intermediate Capability Stream Intermediate Capability Stream - 4 individual certificates - 4 individual certificates loosely based on the current loosely based on the current v2 offerings v2 offerings

Planning, Protection & Planning, Protection & Optimization Optimization

Service Offering & Agreements Service Offering & Agreements Release, Control & Validation Release, Control & Validation Operational Support & Operational Support &

AnalysisAnalysis Managing Across the Lifecycle Managing Across the Lifecycle

Note: These courses will be developed and offered after the syllabus and exam structure has been defined by the APM Group and their advisors.

ITIL V3 ExpertITIL V3 Expert To achieve the ITIL Expert in IT Service Management, To achieve the ITIL Expert in IT Service Management,

candidates must successfully complete, in addition to the candidates must successfully complete, in addition to the Foundation Level, a number of intermediate units, Foundation Level, a number of intermediate units, bringing their total to 17 credits. Completing the bringing their total to 17 credits. Completing the mandatory mandatory Managing through the LifecycleManaging through the Lifecycle capstone capstone course (which is valued at 5 credits) gives them the course (which is valued at 5 credits) gives them the minimum of 22 credits required for the ITIL Service minimum of 22 credits required for the ITIL Service Management ‘Expert’ certificationManagement ‘Expert’ certification

Managing through the LifecycleManaging through the Lifecycle brings together the full brings together the full essence of a Lifecycle approach to Service essence of a Lifecycle approach to Service Management, and consolidates the knowledge gained Management, and consolidates the knowledge gained across the qualification scheme. There is no exam across the qualification scheme. There is no exam associated with this course.associated with this course.

Note: These courses will be developed and offered after the syllabus and exam structure has been defined by the APM Group

Thank You

By Ramabadran Seshadri Iyengar

0091-9940151800 www.DIYmonde.com