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
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