An Implementation Roadmap

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "An Implementation Roadmap"

Transcription

1 An Implementation Roadmap The 2nd Abu Dhabi IT s Forum P J Corum, CSQA, CSTE, ITSM Managing Director Quality Assurance Institute Middle East and Africa Dubai, UAE Quality Assurance Institute Middle East and Africa FZ-LLZ Page 1 of 35

2 Agenda Overview Core Components of Version 3 Examples of New Elements Implementation Drivers Summary Quality Assurance Institute Middle East and Africa FZ-LLZ Page 2 of 35

3 The Version 3 Environment Core Books Other Best Practices Certified Training ITIL International Standards ITIL = Information Technology Infrastructure Library Quality Assurance Institute Middle East and Africa FZ-LLZ Page 3 of 35

4 ITIL Qualification Scheme The ITIL Qualification Scheme is subject to change Copyright 2007 APM Group. All rights reserved. Advanced SM Professional Diploma Management Lifecycle Focus Lifecycle Stream SS ITIL Diploma Achieved Minimum 22 Credits Needed to Achieve Diploma 5 5 Managing Through the Lifecycle 15 Credits 16 Credits SD ST SO ITIL Lifecycle Modules CSI P&R O&S M&C D&O ITIL Capability Modules Capability Stream Practical Focus on Process Capabilities 2 Credits ITIL Foundation for Management Quality Assurance Institute Middle East and Africa FZ-LLZ Page 4 of 35

5 General Concepts ISO Capacity Management Continuity and Availability Management Delivery Processes Level Management Reporting Information Security Management Budgeting and Accounting for IT s Control Processes Configuration Management Change Management Release Processes Release Management Resolution Processes Incident Management Relationship Processes Business Relationship Management Problem Management Supplier Management Source: BSI, based on the process diagram in ISO/IEC Quality Assurance Institute Middle East and Africa FZ-LLZ Page 5 of 35

6 General Concepts - Functions "A function is a team or group of people and the tools they use to perform one or more processes or activities." Functions: Provide structure and stability to organizations. Are self-contained units of organizations, with their own capabilities and resources. Rely on processes for cross-functional coordination and control. Have their own knowledge base, built from experience. Can result in functional silos if there is a lack of coordination or an inward focus. Quality Assurance Institute Middle East and Africa FZ-LLZ Page 6 of 35

7 General Concepts - Roles A role is the set of responsibilities, activities, and authorities defined in a process and assigned to a person or team. Problem Analyst Role Change Initiator Role Incident Support Level 2 Role Incident Support Level 2 Role LAN Manager Functional Job Title Network Manager Functional Job Title Quality Assurance Institute Middle East and Africa FZ-LLZ Page 7 of 35

8 General Concepts - Process A process is a structured set of activities designed to accomplish a specific objective. Processes: Create value for all stakeholders. Are examples of closed-loop systems based on feedback for self-correcting and reinforcing action. Take one or more inputs and turn them into defined outputs. Are organized around a set of objectives. Include all the roles, responsibilities, tools, and management controls (measures and metrics) to deliver the outputs. Once defined and documented, they should be controlled to ensure repeatable results. Suppliers Data, information, and knowledge Trigger Process Activity 1 Activity 2 control and quality Activity 3 Desired outcome Customer Process control is the activity of planning and regulating a process, with the objective of performing the process in an effective, efficient, and consistent manner. Quality Assurance Institute Middle East and Africa FZ-LLZ Page 8 of 35

9 General Concepts - RACI RACI is an example of an Authority Matrix, which can be used within organizations to indicate roles and responsibilities in relation to processes and activities. Software Development Operations IT Management Desk R = Responsible A = Accountable C = Consulted I = Informed Desktop Support Incident Management 1.0 Record the RFC Customer Change Sponsor Problem Management Desk Change Manager Change Management R R A Change Manager Role Change Coordinator CAB ECAB Change Builder Change Tester Etc. 2.0 Review the RFC I A R 3.0 Assess and Evaluate Change R/A R R C/I I Quality Assurance Institute Middle East and Africa FZ-LLZ Page 9 of 35

10 Strategy Description Strategy provides guidance on how to design, develop, and implement Management not only as an organizational capability, but as a Strategic Asset. Strategy includes the processes of: Strategy Portfolio Management Demand Management Financial Management Quality Assurance Institute Middle East and Africa FZ-LLZ Page 10 of 35

11 Strategy Utility and Warranty The concepts of utility and warranty are key to understand the customer s perspective of value: Utility Warranty = = Fit for Purpose functionality offered by a product or service to meet a particular need Fit for Use a promise or guarantee that availability, capacity, continuity, and security are all meeting customer expectations High Warranty Low Low Low impact on business outcomes but with high certainty (unbalanced value) Low value with warranty bias Low value with utility bias Utility High value with warranty bias Zone of balance High value with utility bias High impact on business outcomes but low certainty (unbalanced value) High Utility is what the customer gets and warranty is how it is delivered. Quality Assurance Institute Middle East and Africa FZ-LLZ Page 11 of 35

12 Strategy Capabilities and Resources Assets are the capabilities or resources of a service provider. Capabilities = The ability of an organization, person, process, application, Configuration Item, or IT service to carry out an activity. Capabilities are intangible assets and cannot produce value by themselves, without adequate and appropriate resources. Resources = Include IT infrastructure, people, money, or anything else that might help deliver an IT service. Typically, resources are tangible assets and are relatively easier to acquire than capabilities. Capabilities Resources A1 Management Financial Capital A6 A2 Organization Infrastructure A7 A3 Processes Applications A8 A4 Knowledge Information A9 People A5 People Organizations use resource and capability assets to create value in the form of goods and services. Quality Assurance Institute Middle East and Africa FZ-LLZ Page 12 of 35

13 Strategy - Portfolio The Portfolio is initially created in Strategy and then moved to Design to architect the service, which eventually becomes part of the Catalogue. Knowledge Management System (SKMS) The Portfolio should contain information relating to every service and its current status within the organization and the Lifecycle. Portfolio Lifecycle Status: Requirements Defined Analyzed Approved Chartered Designed Developed Built Test Released Operational Retired Pipeline Catalogue Retired s Design Focus Quality Assurance Institute Middle East and Africa FZ-LLZ Page 13 of 35

14 Design Description Design provides guidance for the design and development of services and Management processes. Design includes the processes of: Level Management Catalogue Management Availability Management Information Security Management Supplier Management Capacity Management IT s Continuity Management Quality Assurance Institute Middle East and Africa FZ-LLZ Page 14 of 35

15 Description Transition Transition provides guidance on the development and improvement of capabilities for transitioning new and changed services into operations. This translates into how the requirements of Strategy, designed by Design, are moved into production while controlling the risk of failure and disruption. This includes the management and coordination of the processes, systems, and functions to package, build, test, and deploy a release into production. Transition includes the processes of: Change Management Asset and Configuration Management Release and Deployment Management In the core book, Transition also includes these processes: Transition Planning and Support Validation and Testing Evaluation Knowledge Management Quality Assurance Institute Middle East and Africa FZ-LLZ Page 15 of 35

16 Description Operation Operation provides guidance on achieving efficiency and effectiveness in the delivery and support of services to ensure value for the customer and the service provider. Strategic objectives are realized through Operations, making it a critical capability. Its scope includes: s any activity that forms part of a service is included in Operation. Management processes the ongoing management and execution of many Management processes are performed in Operation. Technology all services require some form of technology to be delivered. People it is people that manage the technology, processes, and services. Quality Assurance Institute Middle East and Africa FZ-LLZ Page 16 of 35

17 Description Operation - Continued Operation includes the following processes: Event Management Incident Management Request Fulfillment Problem Management Access Management And the following functions: Desk Technical Management IT Operations Management Application Management Quality Assurance Institute Middle East and Africa FZ-LLZ Page 17 of 35

18 Continual Improvement (CSI) Description Continual Improvement (CSI) is instrumental guidance in creating and maintaining value for customers through the better design, introduction, and operation of services. CSI is not a phase of the Lifecycle because it has a role throughout the Lifecycle. The primary purpose of CSI is to continually align and realign IT services with changing business needs by identifying and implementing improvements to the IT services that support business processes. There are three main areas that CSI needs to address: The overall health of ITSM as a discipline The continual alignment of the portfolio of IT services with the current and future business needs The maturity of the enabling IT processes for each service in a continual Lifecycle model Quality Assurance Institute Middle East and Africa FZ-LLZ Page 18 of 35

19 CSI - Continued Description CSI includes the 7-Step Improvement Model process. CSI also includes these processes: Reporting Measurement Return on Investment for CSI Quality Assurance Institute Middle East and Africa FZ-LLZ Page 19 of 35

20 Management Map RFC RFC Improvement RFC Usage guidelines, policies, and incentives to change utilization patterns Transition Guidelines, policies, and information for the Desk to support Incidents RFC Design How service is utilized Possible Incidents How service is supported Operation How service is deployed (Filtering) How service is delivered RFC RFC Design Limitations Compensating resources and RFCs RFC: Request for Change Strategy Objectives, policies, and guidelines Quality Assurance Institute Middle East and Africa FZ-LLZ Page 20 of 35

21 Life Cycle Processes V3 Process Covered in Foundation Course Material Strategy Design Transition Operation Continual Improvement Strategy Financial Management Portfolio Management Demand Management Level Management Catalogue Management Availability Management Capacity Management Information Security Management Continuity Management Supplier Management Change Management Asset and Configuration Management Release and Deployment Management Event Management Incident Management Request Fulfillment Problem Management Access Management The 7-Step Improvement Model SS SS SS SS SD SD SD SD SD SD SD ST ST ST SO SO SO SO SO CSI Quality Assurance Institute Middle East and Africa FZ-LLZ Page 21 of 35

22 Central Repository Business Unit A Business Unit B Business Unit C Business Process Business Process Business Process The Business A B C D E F G SLAs IT Infrastructure System H/W System S/W DBMS Networks Environment Data Applications OLAs Supporting s Supporting s Contracts The Portfolio Teams Support Team (i) (iii) (ii) Supplier Supplier (iii) (ii) (i) Status Owner.. A B C Quality Assurance Institute Middle East and Africa FZ-LLZ Page 22 of 35

23 The V Model Using a model such as the V-Model builds in service validation and testing early in the service Lifecycle. Review Criteria/Plan Level 1 Define Customer/Business Requirements Contract, Package, Level Package, Provider Interface Validate Packages, Offerings, and Contracts Level 2 Level 3 Level 4 1a Define Requirements 2a Design Solution 3a Design Release 4a Acceptance Criteria/Plan Level Requirements Draft Level Agreement Operational Criteria/Plan Design Package including: Model Capacity and Resource Plans Release Test Criteria and Plan Release Design Release Plan Acceptance Test Operational Readiness Test Release Package Test 4b 3b 2b 1b Level 5 Develop Solution Component and Assembly Test 5a Component Build and Test 5b BL Levels of Configuration and Testing Baseline Point Internal and External Suppliers Deliveries from Internal and External Suppliers Quality Assurance Institute Middle East and Africa FZ-LLZ Page 23 of 35

24 CIS in the Lifecycle Requirements Business/Customers Strategy Strategies Policies Constraints Requirements Design Solution Designs Architectures Standards SDPs Portfolio Catalogue Transition Operation Transition Plans Operational Plans Tested Solutions Operational s SKMS Continual Improvement Improvement Actions and Plans Quality Assurance Institute Middle East and Africa FZ-LLZ Page 24 of 35

25 Transitioning What is the vision? Business Vision, Mission, Goals, and Objectives Where are we now? Baseline Assessment How do we keep the momentum going? Where do we want to be? Measurable Target How do we get there? and Process Improvement Did we get there? Measurements and Metrics Quality Assurance Institute Middle East and Africa FZ-LLZ Page 25 of 35

26 The Gap Model The following figure identifies the most obvious potential gaps in the Lifecycle from both a business and an IT perspective: GAP 1 External and Internal Communications, Influences, and Drivers GAP 3 GAP 5 Customer Provider GAP 9 GAP 6 What do we want? What do we need? What will we get? Expected What did we get? Perceived Operation Transition GAP 2 GAP 16 GAP 4 GAP 15 GAP 14 GAP 13 GAP 12 Experiences Communication with Customers GAP 8 GAP 7 Design Strategy GAP 11 GAP 10 Quality Assurance Institute Middle East and Africa FZ-LLZ Page 26 of 35

27 Measurements Consider the following saying about measurements and management: You cannot manage what you cannot control. You cannot control what you cannot measure. You cannot measure what you cannot define. Quality Assurance Institute Middle East and Africa FZ-LLZ Page 27 of 35

28 The Role of Measurement These four factors monitor and measure business value: Strategy Vision To Validate IT Performance Factual Evidence To Justify Your Measurement Framework Target and Metrics To Direct To Intervene Changes and Corrective Actions Quality Assurance Institute Middle East and Africa FZ-LLZ Page 28 of 35

29 Balanced Score Card Financial How do shareholders look at us? (For example, delivery against the budget) Customer How do customers see us? (For example, customer satisfaction, on-time delivery, and service value) Scorecards Internal Process How do we judge ourselves? (For example, process orientation and quality) Learning/Innovation Can we continue to improve and create values? (For example, employee knowledge and technical infrastructure) Quality Assurance Institute Middle East and Africa FZ-LLZ Page 29 of 35

30 Why Change? Automation Then And Now Gas Station How has filling up gas at the corner station changed in the past 10 years? ATM How has ATM banking changed in the past 10 years? Airport Check-In How has checking in for your flight at the airport changed in the past 10 years? Quality Assurance Institute Middle East and Africa FZ-LLZ Page 30 of 35

31 The Challenges Keeping IT IT Running Value Costs Mastering Complexity Aligning IT IT With Business Regulatory Compliance Security Organization IT Resources and Expenses Quality Assurance Institute Middle East and Africa FZ-LLZ Page 31 of 35

32 IT Governance: Focus Areas IT Governance Strategic Alignment $ Value Delivery Risk Management Resource Management Performance Measurement Quality Assurance Institute Middle East and Africa FZ-LLZ Page 32 of 35

33 Standards and Frameworks Relevant to IT Holistic General Specific etom ISO/IEC 27001/2 ISO/IEC CMMI ITIL escm CobiT Six Sigma ISO/IEC 9000 DQA / SKQA Malcolm Baldrige Award EFQM Scorecards Low (Process Improvement) Moderate Improvement Goal High (Business Transformation) Quality Assurance Institute Middle East and Africa FZ-LLZ Page 33 of 35

34 Summary Understand where you are today What are the business drivers What are the IT drivers Plan for organizational transformation Plan for people transition Plan to celebrate Quality Assurance Institute Middle East and Africa FZ-LLZ Page 34 of 35

35 Questions? Other Best Practices Certified Training ITIL International Standards ITIL = Information Technology Infrastructure Library Quality Assurance Institute Middle East and Africa FZ-LLZ Page 35 of 35

ITIL v3 Service Manager Bridge

ITIL v3 Service Manager Bridge ITIL v3 Service Manager Bridge Course Length: 5 Days Course Overview This 5 day hands on, certification training program enables ITIL Version 2 certified Service Managers to upgrade their Service Manager

More information

Service Strategy. Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs

Service Strategy. Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs ITIL V3 Over View ITIL V3 Structure Strategy ITIL V3 Overview Design Transition Operation Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Hong Kong Information Security Group TRAINING AGENDA

Hong Kong Information Security Group TRAINING AGENDA TRAINING AGENDA THE ITIL FOUNDATION CERTIFICATE IN IT SEVICE MANAGEMENT The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 4.2 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

ITIL. Lifecycle. www.alctraining.com.my. ITIL Intermediate: Continual Service Improvement. Service Strategy. Service Design. Service Transition

ITIL. Lifecycle. www.alctraining.com.my. ITIL Intermediate: Continual Service Improvement. Service Strategy. Service Design. Service Transition Take your ITIL skills to the next level ITIL Lifecycle ITIL Intermediate: Part of the complete ITIL Education Program Advance your career Add value to your organisation Gain credits towards ITIL Expert

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

ITIL V3 Foundation Certification - Sample Exam 1

ITIL V3 Foundation Certification - Sample Exam 1 ITIL V3 Foundation Certification - Sample Exam 1 The new version of ITIL (Information Technology Infrastructure Library) was launched in June 2007. ITIL V3 primarily describes the Service Lifecycle of

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 4.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

The ITIL Foundation Examination Sample Paper A, version 5.1

The ITIL Foundation Examination Sample Paper A, version 5.1 The ITIL Foundation Examination Sample Paper A, version 51 Multiple Choice Instructions 1 All 40 questions should be attempted 2 All answers are to be marked on the answer grid provided 3 You have 60 minutes

More information

Which statement about Emergency Change Advisory Board (ECAB) is CORRECT?

Which statement about Emergency Change Advisory Board (ECAB) is CORRECT? ITIL Foundation mock exam 4 1. Which of the following is NOT a purpose of Service Transition? A) To ensure that a service can be managed, operated and supported B) To provide training and certification

More information

The ITIL v.3. Foundation Examination

The ITIL v.3. Foundation Examination The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 4, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

The ITIL v.3 Foundation Examination

The ITIL v.3 Foundation Examination The ITIL v.3 Foundation Examination Sample Paper A, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions. 3. All answers are to be marked on

More information

ITIL: Foundation (Revision 1.6) Course Overview. Course Outline

ITIL: Foundation (Revision 1.6) Course Overview. Course Outline ITIL: Foundation (Revision 1.6) Course Overview The ITIL Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in the IT Infrastructure Library

More information

ITIL QUALIFICATION SCHEME & ROLE-BASED TRAINING MATRIX WHITE PAPER

ITIL QUALIFICATION SCHEME & ROLE-BASED TRAINING MATRIX WHITE PAPER & ROLE-BASED TRAINING MATRIX WHITE PAPER PRESENTED BY: PUBLISHED: MAY 1, 2014 VERSION: 4 LISA SCHWARTZ AND DONNA KNAPP, ITSM ACADEMY SECTION PAGE Overview 2 Path to ITIL Expert Certification 3-5 Complementary

More information

ITIL Foundation for IT Service Management 2011 Edition

ITIL Foundation for IT Service Management 2011 Edition ITIL Foundation for IT Service Management 2011 Edition ITIL Rev 03.12 3 days Description ITIL (IT Infrastructure Library) provides a practical, no-nonsense framework for identifying, planning, delivering

More information

ITSM vs EA KAOS 10.3.2014

ITSM vs EA KAOS 10.3.2014 ITSM vs EA KAOS ITSM vs EA SH Needs Business Goals 2 GOVERNANCE EVALUATE PLANNING ITSM IMPROVING OPERATING Business Programs Projects DEVELOPING EA IMPLEMENTING IT service - ITIL 3 Lifecycle approach Service

More information

ITIL v3. Service Management

ITIL v3. Service Management ITIL v3 1 as a Practice ITIL = IT Infrastructure Library Set of books giving guidance on the provision of quality IT services Common language Best practices in delivery of IT services Not standards! Platform

More information

Introduction to ITIL for Project Managers

Introduction to ITIL for Project Managers CSC NORTH AMERICAN PUBLIC SECTOR Introduction to ITIL for Project Managers May Chantilly Luncheon Linda Budiman, PMP ITILv2 & ITILv3 Process Architect ITIL Service Manager, CobiT certified 5/13/2008 8:08:45

More information

Free ITIL v.3. Foundation. Exam Sample Paper 1. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass

Free ITIL v.3. Foundation. Exam Sample Paper 1. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass Free ITIL v.3. Foundation Exam Sample Paper 1 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1. What is the main reason

More information

Terms of Use - The Official ITIL Accreditor Sample Examination Papers

Terms of Use - The Official ITIL Accreditor Sample Examination Papers ITIL Sample Papers Terms of Use - The Official ITIL Accreditor Sample Examination Papers Please note that by downloading and/or using this document, you have agreed accepted to comply with the terms of

More information

ITIL V3 Sample Questions Page 1 of 15 Sample ITIL version 3 Foundation Examination. Instructions

ITIL V3 Sample Questions Page 1 of 15 Sample ITIL version 3 Foundation Examination. Instructions Page 1 of 15 Sample ITIL version 3 Foundation Examination Instructions 40 questions should be attempted. There are no trick questions. You have 60 minutes to complete this paper. Candidates sitting the

More information

Integrating Project Management and Service Management

Integrating Project Management and Service Management Integrating Project and Integrating Project and By Reg Lo with contributions from Michael Robinson. 1 Introduction Project has become a well recognized management discipline within IT. is also becoming

More information

Foundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service

Foundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service ITIL ITIL Foundation Summary ITIL and s Design s - Delivering value to customers in the form of goods and services - End-to-end ITIL Best Practice - Scalable and not prescriptive - Gathered from Users,

More information

INTERMEDIATE QUALIFICATION

INTERMEDIATE QUALIFICATION PROFESSIONAL QUALIFICATION SCHEME INTERMEDIATE QUALIFICATION SERVICE LIFECYCLE CONTINUAL SERVICE IMPROVEMENT CERTIFICATE SYLLABUS Page 2 of 18 Document owner The Official ITIL Accreditor Contents CONTINUAL

More information

1 Why should monitoring and measuring be used when trying to improve services?

1 Why should monitoring and measuring be used when trying to improve services? 1 Why should monitoring and measuring be used when trying to improve services? a) To validate, direct, justify and intervene b) To validate, measure, monitor and change c) To validate, plan, act and improve

More information

Domenico Raguseo. IT Governance e Business Technology (approfondimenti su ITIL)

Domenico Raguseo. IT Governance e Business Technology (approfondimenti su ITIL) IT Governance e Business Technology (approfondimenti su ITIL) Domenico Raguseo Italy Client Technical Professional Manager SW Europe Service Management Solution Architect Leader http://www.linkedin.com/in/dragus

More information

Preparation Guide. EXIN IT Service Management Associate Bridge based on ISO/IEC 20000

Preparation Guide. EXIN IT Service Management Associate Bridge based on ISO/IEC 20000 Preparation Guide EXIN IT Service Management Associate Bridge based on ISO/IEC 20000 Edition January 2014 Copyright 2014 EXIN All rights reserved. No part of this publication may be published, reproduced,

More information

Preparation Guide. EXIN IT Service Management Associate based on ISO/IEC 20000

Preparation Guide. EXIN IT Service Management Associate based on ISO/IEC 20000 Preparation Guide EXIN IT Service Management Associate based on ISO/IEC 20000 Edition January 2014 Copyright 2014 EXIN All rights reserved. No part of this publication may be published, reproduced, copied

More information

ITIL V3 Application Support Volume 1

ITIL V3 Application Support Volume 1 ITIL V3 Application Support Volume 1 Service Management For Application Support ITIL is a Registered Trade Mark and Community Trademark of the Office of Government and Commerce. This document may contain

More information

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0 ITIL by Test-king Number: ITIL-F Passing Score: 800 Time Limit: 120 min File Version: 15.0 Sections 1. Service Management as a practice 2. The Service Lifecycle 3. Generic concepts and definitions 4. Key

More information

Free ITIL v.3. Foundation. Exam Sample Paper 3. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass

Free ITIL v.3. Foundation. Exam Sample Paper 3. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass Free ITIL v.3. Foundation Exam Sample Paper 3 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1 A Service Level Package

More information

About this guide. 4 The syllabus requires knowledge of this topic. 4. 8 This is material that may be of interest to the reader but is

About this guide. 4 The syllabus requires knowledge of this topic. 4. 8 This is material that may be of interest to the reader but is About this guide This guide provides a quick reference to the ITIL framework for good practice in. It is designed as a study aid for students taking ITIL Foundation qualifications, and as a handy portable

More information

ITIL V3 differences from V2

ITIL V3 differences from V2 ITIL V3 differences from V2 Stuart Rance FISM, CISSP 2006 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice Agenda Overall differences Brief

More information

Free ITIL v.3. Foundation. Exam Sample Paper 4. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass

Free ITIL v.3. Foundation. Exam Sample Paper 4. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass Free ITIL v.3. Foundation Exam Sample Paper 4 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1 A Service is not very

More information

1 What does the 'Service V model' represent? a) A strategy for the successful completion of all service management projects

1 What does the 'Service V model' represent? a) A strategy for the successful completion of all service management projects 1 What does the 'Service V model' represent? a) A strategy for the successful completion of all service management projects b) The path to Service Delivery and Service Support for efficient and effective

More information

Service Transition. ITIL is a registered trade mark of AXELOS Limited.. The Swirl logo is a trade mark of AXELOS Limited.. 1

Service Transition. ITIL is a registered trade mark of AXELOS Limited.. The Swirl logo is a trade mark of AXELOS Limited.. 1 Service Transition ITIL is a registered trade mark of AXELOS Limited.. The Swirl logo is a trade mark of AXELOS Limited.. 1 Lesson Objectives Service Transition - Introduction - Purpose and Objectives

More information

ITIL V3 Service Lifecycle Key Inputs and Outputs

ITIL V3 Service Lifecycle Key Inputs and Outputs ITIL V3 Lifecycle & ITIL V3 Lifecycle Key 1 ITIL V3 Lifecycle & Use Material Complying with all applicable copyright laws is responsibility user No part this document may be reproduced, stored in or introduced

More information

EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam

EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q Number: EX0-001 Passing Score: 800 Time Limit: 120 min File Version: 24.5 http://www.gratisexam.com/ Exam Code: EX0-001 Exam Name: ITIL Foundation (syllabus

More information

ITIL v3 Foundation -Overview. Eric Foust, PMP, ITIL

ITIL v3 Foundation -Overview. Eric Foust, PMP, ITIL ITIL v3 Foundation -Overview Eric Foust, PMP, ITIL About Me 15 years of experience in instructional design and training delivery 6 years of progressive project and program management experience Successfully

More information

EDUCORE ITIL FOUNDATION TRAINING

EDUCORE ITIL FOUNDATION TRAINING EDUCORE ITIL FOUNDATION TRAINING Professional Qualifications for ITIL PRACTICES FOR SERVICE MANAGEMENT The ITIL Foundation Certificate in IT Service Management Overview The purpose of the ITIL Foundation

More information

IS Management, ITIL, ISO, COBIT...

IS Management, ITIL, ISO, COBIT... IS Management, ITIL, ISO, COBIT... Orsys, with 30 years of experience, is providing high quality, independant State of the Art seminars and hands-on courses corresponding to the needs of IT professionals.

More information

The ITIL v.3. Foundation Examination

The ITIL v.3. Foundation Examination The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 3, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.

More information

Tutorial: Towards better managed Grids. IT Service Management best practices based on ITIL

Tutorial: Towards better managed Grids. IT Service Management best practices based on ITIL Tutorial: Towards better managed Grids. IT Service Management best practices based on ITIL EGI Technical Forum 2011, Lyon (France) September 22, 2011 Dr. Thomas Schaaf www.gslm.eu EMERGENCE TECH LTD. The

More information

Course # 55011A. The ITIL Foundation Certificate in IT Service Management

Course # 55011A. The ITIL Foundation Certificate in IT Service Management Course # 55011A The ITIL Foundation Certificate in IT Service Management Course Outline Module 1: Introduction Module 1 includes Service Management as a Practice, Key Roles, Competence and Training describes

More information

ITIL Foundation Course 2 - Introduction to ITSM

ITIL Foundation Course 2 - Introduction to ITSM ITIL Foundation Course 2 - Introduction to ITSM Lesson Slide 1 ITSM as a Practice Topics Discussed The Practice of IT Service Management Good Practice Service Service Management Process Model Practice

More information

Creating and Maturing a Service Catalog

Creating and Maturing a Service Catalog Creating and Maturing a Service Catalog By Wendy Kuhn and Pam Erskine Third Sky, Inc. Introduction Developing a service catalog can seem like a simple marketing and communications activity or a daunting

More information

Contents. viii. 4 Service Design processes 57. List of figures. List of tables. OGC s foreword. Chief Architect s foreword. Preface.

Contents. viii. 4 Service Design processes 57. List of figures. List of tables. OGC s foreword. Chief Architect s foreword. Preface. iii Contents List of figures List of tables OGC s foreword Chief Architect s foreword Preface Acknowledgements v vii viii 1 Introduction 1 1.1 Overview 4 1.2 Context 4 1.3 Purpose 8 1.4 Usage 8 2 Management

More information

The Swirl logo is a trade mark of the Cabinet Office ITIL is a registered trade mark of the Cabinet Office

The Swirl logo is a trade mark of the Cabinet Office ITIL is a registered trade mark of the Cabinet Office Professional Qualifications for ITIL PRACTICES FOR SERVICE MANAGEMENT The ITIL Foundation Certificate in IT Service Management SYLLABUS The Swirl logo is a trade mark of the Cabinet Office ITIL is a registered

More information

EXIN IT Service Management Foundation based on ISO/IEC 20000

EXIN IT Service Management Foundation based on ISO/IEC 20000 Sample Exam EXIN IT Service Management Foundation Edition October 2013 Copyright 2013 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored in a data processing

More information

Wl Welcome! ITIL 2011 Explained. Donna Knapp Curriculum Development Manager ITSM Academy. ITSM Academy

Wl Welcome! ITIL 2011 Explained. Donna Knapp Curriculum Development Manager ITSM Academy. ITSM Academy Wl Welcome! ITIL 2011 Explained Donna Knapp Curriculum Development Manager ITSM Academy ITSM Academy About ITSM Academy Accredited Education Certified Process Design Engineer (CPDE) Trained and Certified

More information

Determining Best Fit. for ITIL Implementations

Determining Best Fit. for ITIL Implementations Determining Best Fit for ITIL Implementations Michael Harris President David Consulting Group Agenda Why ITIL? The Evolution of IT Metrics Towards the Business What do businesses need from IT Introduction

More information

ITIL's IT Service Lifecycle - The Five New Silos of IT

ITIL's IT Service Lifecycle - The Five New Silos of IT The workable, practical guide to Do IT Yourself Vol. 4.01 January 1, 2008 ITIL's IT Service Lifecycle - The Five New Silos of IT By Rick Lemieux In my last article I spoke about IT s evolution from its

More information

ISO/IEC 20000 ITIL Service Management V.2 V s V.3 Project ACE Andy Evans Programme Director and Strategic Programme Advisor

ISO/IEC 20000 ITIL Service Management V.2 V s V.3 Project ACE Andy Evans Programme Director and Strategic Programme Advisor ISO/IEC 20000 ITIL Service Management V.2 V s V.3 Project ACE Andy Evans Programme Director and Strategic Programme Advisor Introduction Andy Evans 7 years with the Global Brand Leader in IT Service Management

More information

ITIL CSI 2011 Vernon Lloyd

ITIL CSI 2011 Vernon Lloyd ITIL CSI 2011 Vernon Lloyd 12 th December 2011 Implementing or Improving? Vernon Lloyd International Client Director Fox IT Without change there is no innovation, creativity, or incentive for improvement

More information

ITIL: What it is What it Can Do For You V2.1

ITIL: What it is What it Can Do For You V2.1 ITIL: What it is What it Can Do For You V2.1 Service Solution Company Facilitated by: Patrick Musto Agenda Answer the questions what? and how? Historical Background Fundamental Principles 5 Lifecycle Phases

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper B, version 5.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

The Future of Best Practices in IT Service Management - ITIL Version 3 Explained

The Future of Best Practices in IT Service Management - ITIL Version 3 Explained The Future of Best Practices in IT Service Management - ITIL Version 3 Explained Reg Harbeck CA Monday, August 13, 2007 Session 1455 ITIL V3: The Processes Governance Processes: Service Measurement Service

More information

iso20000templates.com

iso20000templates.com iso20000templates.com Public IT Limited 2011 IT Service Policy Document Ref. ITSM01001 Version: 1.0 Draft 1 Document Author: Document Owner: V 1.0 Draft 1 Page 1 of 11 Revision History Version Date RFC

More information

INTERMEDIATE QUALIFICATION

INTERMEDIATE QUALIFICATION PROFESSIONAL QUALIFICATION SCHEME INTERMEDIATE QUALIFICATION SERVICE CAPABILITY RELEASE, CONTROL AND VALIDATION CERTIFICATE SYLLABUS Page 2 of 23 Contents RELEASE, CONTROL AND VALIDATION CERTIFICATE 4

More information

Service Catalog Management: A CA Service Management Process Map

Service Catalog Management: A CA Service Management Process Map TECHNOLOGY BRIEF: SERVICE CATALOG MANAGEMENT Catalog : A CA Process Map JULY 2009 Enrico Boverino SR PRINCIPAL CONSULTANT, TECHNICAL SALES ITIL SERVICE MANAGER ITAC CERTIFIED Table of Contents Executive

More information

ITIL & The Service Oriented Approach. Vivek Shrivastava

ITIL & The Service Oriented Approach. Vivek Shrivastava Vivek Shrivastava Speaker Introduction Vivek Shrivastava Experienced in numerous aspects of IT during a 15 year career (Dev, QA, Bus Analysis, Project Management, Process Improvement, Service Management,

More information

Maximize the synergies between ITIL and DevOps

Maximize the synergies between ITIL and DevOps BEST PRACTICES WHITE PAPER Maximize the synergies between ITIL and DevOps By Anthony Orr, Director of Service Management, Office of the CTO, BMC Software TABLE OF CONTENTS EXECUTIVE SUMMARY...............................................

More information

ITIL: Continual Service Improvement

ITIL: Continual Service Improvement Management of IT Environment (9) Riadenie IT prostredia ITIL: Continual Service Improvement Karol Furdík Department of Cybernetics and AI, FEI TU Košice 1 Outline } CSI - Continual Service Improvement

More information

Aligning CMMI & ITIL. Where Am I and Which Way Do I Go? 2006 - cognence, inc.

Aligning CMMI & ITIL. Where Am I and Which Way Do I Go? 2006 - cognence, inc. Aligning CMMI & ITIL Where Am I and Which Way Do I Go? 2006 - cognence, inc. Agenda Where Am I? Current Situation Process Improvement Objectives How Do I Get There? CMMI ITIL Mapping, Commonalities, Differences

More information

Tutorial: Service Portfolio design for NGIs Terminology, concepts, practical guidance

Tutorial: Service Portfolio design for NGIs Terminology, concepts, practical guidance Tutorial: Terminology, concepts, practical guidance EGI Technical Forum 2012, Prague (Czech Republic) September 20, 2012 Owen Appleton Dr. Thomas Schaaf EMERGENCE TECH LTD. The gslm project is supported

More information

ITIL Version 3.0 (V.3) Service Transition Guidelines By Braun Tacon

ITIL Version 3.0 (V.3) Service Transition Guidelines By Braun Tacon ITIL Version 3.0 (V.3) Service Transition Guidelines By Braun Tacon Executive Summary: This document is seven pages. Page one is informational/background only. What follows over the next six pages are

More information

ITIL Foundation. 182, Broadway, Newmarket, Auckland English, Entry Level IT Professionals. Language(s): Corporate Short Course

ITIL Foundation. 182, Broadway, Newmarket, Auckland English, Entry Level IT Professionals. Language(s): Corporate Short Course ITIL Foundation Length: Location: Language(s): Audience(s): Level: Vendor: Type: Delivery Method: 5 Days 182, Broadway, Newmarket, Auckland English, Entry Level IT Professionals Beginner ITIL Corporate

More information

John Kacmarynski TLG Learning. ITIL History Benefits of Implementing ITIL Integrated Service Lifecycle Approach and Processes

John Kacmarynski TLG Learning. ITIL History Benefits of Implementing ITIL Integrated Service Lifecycle Approach and Processes John Kacmarynski TLG Learning ITIL History Benefits of Implementing ITIL Integrated Service Lifecycle Approach and es What is not defined cannot be controlled What is not controlled cannot be measured

More information

Service Management. A framework for providing worlds class IT services

Service Management. A framework for providing worlds class IT services Service Management A framework for providing worlds class IT services Barry Corless MISM Slide - 1 Copyright Remarc Technologies Ltd, 2007 These course notes were produced by Remarc Service Management,

More information

ITSM Trends and the role of itsmf. Milan Živković

ITSM Trends and the role of itsmf. Milan Živković ITSM Trends and the role of itsmf Milan Živković Agenda itsmf INTRODUCTION BUSINESS ENVIRONEMENT ITSM TRENDS AND DIRECTIONS ITSM METODOLOGIES, PRACTICE AND STANDARDS BENEFITS AND ADVANTAGES CONCLUSIONS

More information

Introduction: ITIL Version 3 and the ITIL Process Map V3

Introduction: ITIL Version 3 and the ITIL Process Map V3 Introduction: ITIL Version 3 and the ITIL Process Map V3 IT Process Maps www.it-processmaps.com IT Process Know-How out of a Box IT Process Maps GbR, 2009-2 - Contents HISTORY OF ITIL... 4 The Beginnings...

More information

Preparation Guide. IT Service Management Foundation Bridge based on ISO/IEC 20000

Preparation Guide. IT Service Management Foundation Bridge based on ISO/IEC 20000 Preparation Guide IT Service Management Foundation Bridge based on ISO/IEC 20000 Edition April 2011 Copyright 2011 EXIN All rights reserved. No part of this publication may be published, reproduced, copied

More information

Advanced Topics for TOGAF Integrated Management Framework

Advanced Topics for TOGAF Integrated Management Framework Instructor: Robert Weisman MSc, PEng, PMP CD Robert.weisman@buildthevision.ca Advanced Topics for TOGAF Integrated Management Framework ROBERT WEISMAN CEO BUILD THE VISION, INC. WWW.BUILDTHEVISION.CA EMAIL:

More information

Roles within ITIL V3. Contents

Roles within ITIL V3. Contents Roles within ITIL V3 Roles are employed in order to define responsibilities. In particular, they are used to assign Process Owners to the various ITIL V3 processes, and to illustrate responsibilities for

More information

Introduction to ITIL for Project Managers

Introduction to ITIL for Project Managers Introduction to ITIL for Project Managers Connie Creech ITIL V3 Expert & COBIT Certified ITIL OVERVIEW 1 Agenda Introduction What is ITIL ITIL purpose/goal Service as a Practice ITIL Service Lifecycle

More information

Service Management Foundation

Service Management Foundation Management Foundation From Best Practice to Implementation 2008 IBM Corporation Agenda Management Foundation: - Fundamental building blocks for successful Management - ITIL v3: What s new in Operations

More information

ITIL V3 AND THE SERVICE LIFECYCLE PART I THE MISSING COMPONENT

ITIL V3 AND THE SERVICE LIFECYCLE PART I THE MISSING COMPONENT ITIL V3 AND THE SERVICE LIFECYCLE PART I THE MISSING COMPONENT PLANVIEW INC. BACKGROUND IT departments continually have tremendous demands placed on them to manage new initiatives, projects, incidents,

More information

BMC Software Consulting Services. Fermilab Computing Division Service Catalog & Communications: Process and Procedures

BMC Software Consulting Services. Fermilab Computing Division Service Catalog & Communications: Process and Procedures BMC Software Consulting Services Service Catalog & Communications: Process and Procedures Policies, Client: Date : Version : Fermilab 02/12/2009 1.0 GENERAL Description Purpose This document establishes

More information

ITIL: Service Transition

ITIL: Service Transition Management of IT Environment (6) Riadenie IT prostredia ITIL: Service Transition Martin Sarnovský Department of Cybernetics and AI, FEI TU Košice 1 Content Service Transition Goal, inputs and outputs,

More information

Criticism of Implementation of ITSM & ISO20000 in IT Banking Industry. Presented by: Agus Sutiawan, MIT, CISA, CISM, ITIL, BSMR3

Criticism of Implementation of ITSM & ISO20000 in IT Banking Industry. Presented by: Agus Sutiawan, MIT, CISA, CISM, ITIL, BSMR3 Criticism of Implementation of ITSM & ISO20000 in IT Banking Industry Presented by: Agus Sutiawan, MIT, CISA, CISM, ITIL, BSMR3 Outline What is IT Service Management What is ISO 20000 Step by step implementation

More information

Frameworks for IT Management

Frameworks for IT Management Frameworks for IT Management Copyright protected. Use is for Single Users only via a VHP Approved License. For information and printed versions please see www.vanharen.net 18 ITIL - the IT Infrastructure

More information

Fermilab Computing Division Service Level Management Process & Procedures Document

Fermilab Computing Division Service Level Management Process & Procedures Document BMC Software Consulting Services Fermilab Computing Division Process & Procedures Document Client: Fermilab Date : 07/07/2009 Version : 1.0 1. GENERAL Description Purpose Applicable to Supersedes This

More information

The Rise of Service Level Management in ITIL V3. April 2008. Oblicore, Inc.

The Rise of Service Level Management in ITIL V3. April 2008. Oblicore, Inc. The Rise of Service Level Management in ITIL V3 April 2008 Oblicore, Inc. Table of Contents The Move From Version 2 To Version 3................... 3 What s New In V3?..................................

More information

ITIL Roles Descriptions

ITIL Roles Descriptions ITIL Roles s Role Process Liaison Incident Analyst Operations Assurance Analyst Infrastructure Solution Architect Problem Manager Problem Owner Change Manager Change Owner CAB Member Release Analyst Test

More information

ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting

ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting Date November 2011 Company UXC Consulting Version Version 1.5 Contact info@uxcconsulting.com.au http://www.uxcconsulting.com.au This summary

More information

-Blue Print- The Quality Approach towards IT Service Management

-Blue Print- The Quality Approach towards IT Service Management -Blue Print- The Quality Approach towards IT Service Management The Qualification and Certification Program in IT Service Management according to ISO/IEC 20000 TÜV SÜD Akademie GmbH Certification Body

More information

What s New In ITIL V3?

What s New In ITIL V3? What s New In ITIL V3? George Spalding VP, Global Events Pink Elephant Pink Elephant Leading The Way In IT Management Best Practices The ITIL Books (V2) T h e B u s i n e s s Planning To Implement Service

More information

Complimentary Relationship Between ITIL and PMBOK

Complimentary Relationship Between ITIL and PMBOK CSC NORTH AMERICAN PUBLIC SECTOR Complimentary Relationship Between ITIL and PMBOK August Chantilly Luncheon Linda Budiman, PMP ITIL Business Process Architect ITIL Service Manager, COBIT certified 8/20/2008

More information

San Francisco Chapter. Cassius Downs Network Edge LLC

San Francisco Chapter. Cassius Downs Network Edge LLC Cassius Downs Network Edge LLC ITIL History ITIL Books V3 Objectives Business Benefits of V3 V3 Changes Training & Certification V2 or V3? Summary 2 The 12 Rules 1. EXERCISE Rule #1: Exercise boosts brain

More information

Applying ITIL v3 Best Practices

Applying ITIL v3 Best Practices white paper Applying ITIL v3 Best Practices to improve IT processes Rocket bluezone.rocketsoftware.com Applying ITIL v. 3 Best Practices to Improve IT Processes A White Paper by Rocket Software Version

More information

ITIL: What is it? How does ITIL link to COBIT and ISO 17799?

ITIL: What is it? How does ITIL link to COBIT and ISO 17799? ITIL: What is it? How does ITIL link to COBIT and ISO 17799? 1 What is ITIL? The IT Infrastructure Library A set of books comprising an IT service management Best Practices framework An industry of products,

More information

Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies

Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies Problem Management Overview Agenda Overview of the ITIL framework Overview of Problem Management

More information

White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business.

White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business. White Paper: AlfaPeople ITSM 2013 This whitepaper discusses how ITIL 3.0 can benefit your business. Executive Summary Imagine trying to run a manufacturing business without a comprehensive and detailed

More information

The Rise of Service Level Management. Gary Case

The Rise of Service Level Management. Gary Case pink elephant WHITE PAPER: The Rise of Service Level Management in ITIL V3 The Rise of Service Level Management in ITIL V3 february, 2010 Gary Case Principal Consultant, Pink Elephant Table of Contents

More information

ICTEC. IT Services Issues 3.4.2008. HELSINKI UNIVERSITY OF TECHNOLOGY 2007 Kari Hiekkanen

ICTEC. IT Services Issues 3.4.2008. HELSINKI UNIVERSITY OF TECHNOLOGY 2007 Kari Hiekkanen ICTEC IT Services Issues 3.4.2008 IT Services? IT Services include (for example) Consulting, IT Strategy, IT Architecture, Process, Software Software development, deployment, maintenance, operation, Custom

More information

Employing ITSM in Value Added Service Provisioning

Employing ITSM in Value Added Service Provisioning RL Consulting People Process Technology Organization Integration Employing ITSM in Value Added Service Provisioning Prepared by: Rick Leopoldi January 31, 2015 BACKGROUND Service provisioning can oftentimes

More information

The ITIL v.3 Foundation Examination

The ITIL v.3 Foundation Examination The ITIL v.3 Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper B, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.

More information

ISO/IEC 20000 Part 1 the next edition. Lynda Cooper project editor for ISO20000 part 1

ISO/IEC 20000 Part 1 the next edition. Lynda Cooper project editor for ISO20000 part 1 ISO/IEC 20000 Part 1 the next edition Lynda Cooper project editor for ISO20000 part 1 Agenda The ISO20000 series Why has it changed Changes ITIL3 impact New requirements Changed requirements How to prepare

More information