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itil certification

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itil certification

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

  2. ABOUT US 32+ 100+ 10,000+ Professionals Trained Countries acrossglobe Management Certificationcourses 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 ofour Flagship Courses ITIL® Foundation ,Intermediate,Expert PRINCE2 |PMP CLOUDCOMPUTING ISO 27000 , ISO20000 SIX SIGMA |ANALYTICS TOGAF |COBIT SAPTraining 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 2

  3. ITIL® QUALIFICATION SCHEME © AXELOS copyright 2013. Reproduced under licence ofAXELOS Limited 3

  4. 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

  5. ITIL® 2011 FOUNDATION COURSEOBJECTIVES  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

  6. Module 1 ITIL® KEY CONCEPTS & SERVICE MANAGEMENT AS PRACTICE

  7. 1. ITIL® KEYCONCEPTS 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 AXELOS Limited 2013. All rightsreserved. *Italicfont material in thisdocument hasbeensourcedfrom ITIL®2011corepublications. Nopart ofthis document maybereproducedin anyform without the written permissionof both Excelrand AXELOS Limited. Permission can be requested at enquiry@excelr.com and licensing@AXELOS.com 7

  8. 1. ITIL® KEYCONCEPTS 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 thatinclude:  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 AXELOS Limited 2013. All rightsreserved. *Italicfont material in thisdocument hasbeensourcedfrom ITIL®2011corepublications. Nopart ofthis document maybereproducedin anyform without the written permissionof both Excelrand AXELOS Limited. Permission can be requested at enquiry@excelr.com and licensing@AXELOS.com 8

  9. 1. ITIL® KEYCONCEPTS WHY ITIL® IS SO SUCCESSFUL? The key characteristics of ITIL® that contribute to its globalsuccess  Best practice: ITIL® represents the learning experiencesand 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 onany particular technology platform or industry type.  Non-prescriptive: ITIL® offers robust, mature and time-tested practices that have applicability to all types of serviceorganization Copyright © Excelr Soulutions and AXELOS Limited 2013. All rightsreserved. *Italicfont material in thisdocument hasbeensourcedfrom ITIL®2011corepublications. Nopart ofthis document maybereproducedin anyform without the written permissionof both Excelrand AXELOS Limited. Permission can be requested at enquiry@excelr.com and licensing@AXELOS.com 9

  10. 1. ITIL® KEYCONCEPTS WHY ITIL® IS SO SUCCESSFUL?  Deliver value for customers throughservices.  Integrate the strategy for services with business strategyand 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 AXELOS Limited 2013. All rightsreserved. *Italicfont material in thisdocument hasbeensourcedfrom ITIL®2011corepublications. Nopart ofthis document maybereproducedin anyform without the written permissionof both Excelrand AXELOS Limited. Permission can be requested at enquiry@excelr.com and licensing@AXELOS.com 10

  11. 1. ITIL® KEYCONCEPTS 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 AXELOS Limited 2013. All rightsreserved. *Italicfont material in thisdocument hasbeensourcedfrom ITIL®2011corepublications. Nopart ofthis document maybereproducedin anyform without the written permissionof both Excelrand AXELOS Limited. Permission can be requested at enquiry@excelr.com and licensing@AXELOS.com 11

  12. 1. ITIL® KEYCONCEPTS BEST PRACTICE Standards Employees Industrypractices Customers Sources (generate) Enablers (aggregate) Academicresearch Suppliers Training andeducation Advisers Internalexperience Technologies Substitutes Competition Drivers (filter) Scenarios (filter) Customers Compliance Regulators Commitments Knowledge fit for business Objectives, context andpurpose © AXELOS copyright 2013. Reproduced under licence ofAXELOS Limited Copyright © Excelr Soulutions and AXELOS Limited 2013. All rightsreserved. *Italicfont material in thisdocument hasbeensourcedfrom ITIL®2011corepublications. Nopart ofthis document maybereproducedin anyform without the written permissionof both Excelrand AXELOS Limited. Permission can be requested at enquiry@excelr.com and licensing@AXELOS.com 12

  13. 1. ITIL® KEYCONCEPTS PROPREITARY AND PUBLIC FRAMEWORKS Proprietary Frameworks   Difficult to adopt, adapt ortransfer  Customized for local context and the specific needs of thebusiness  Difficult to Document  Not for freee, owners expect to be rewarded for theirinvestments Public Frameworks   Validated across various organisations, cultures , environment and contexts  Public training and certification enabling labor marketskills  Widely distributed among a large community ofprofessionals Copyright © Excelr Soulutions and AXELOS Limited 2013. All rightsreserved. *Italicfont material in thisdocument hasbeensourcedfrom ITIL®2011corepublications. Nopart ofthis document maybereproducedin anyform without the written permissionof both Excelrand AXELOS Limited. Permission can be requested at enquiry@excelr.com and licensing@AXELOS.com 13

  14. 1. ITIL® KEYCONCEPTS 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 AXELOS Limited 2013. All rightsreserved. *Italicfont material in thisdocument hasbeensourcedfrom ITIL®2011corepublications. Nopart ofthis document maybereproducedin anyform without the written permissionof both Excelrand AXELOS Limited. Permission can be requested at enquiry@excelr.com and licensing@AXELOS.com 14

  15. 1. ITIL® KEYCONCEPTS ITIL® SERVICE LIFECYCLE - OVERVIEW Continual service improvement Service transition Service strategy Service design Service Operation © AXELOS copyright 2013. Reproduced under licence ofAXELOS Limited Copyright © Excelr Soulutions and AXELOS Limited 2013. All rightsreserved. *Italicfont material in thisdocument hasbeensourcedfrom ITIL®2011corepublications. Nopart ofthis document maybereproducedin anyform without the written permissionof both Excelrand AXELOS Limited. Permission can be requested at enquiry@excelr.com and licensing@AXELOS.com 15

  16. CONTACT US www.excelr.com enquiry@excelr.com 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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