Recognition Based CPIT(Service Management) Peter Miao, Chairman of itsmf (HK Chapter)

Size: px
Start display at page:

Download "Recognition Based CPIT(Service Management) Peter Miao, Chairman of itsmf (HK Chapter)"

Transcription

1 Recognition Based CPIT(Service ) Peter Miao, Chairman of itsmf (HK Chapter)

2 ITIL (IT infrastructure library) is a widely accepted approach to IT Service (ITSM), which has been adopted by individuals and organizations across the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. ISO/IEC is an international IT standard that allows companies to demonstrate excellence and prove best practice in IT management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services. ISO/IEC was released in 2005 based on the ITIL best practice framework, and updated in The itsmf International is the only internationally recognized organization for IT Service professionals worldwide since It is not-for-profit and is aimed to continuously develop and promote IT Service "best practices", standards (ITILv3, ISO20000) and qualifications. As of today, there are 58 officially approved itsmf Chapters and 854 ISO Certified Organizations worldwide. Please go to for more information.

3 Founded in 2006 by our Founding Chairman Mr. HP Suen and a Group of Experienced ITSM Supporters Please go to for more information. Currently, we have 248 individual members and 292 corporate members from 24 organizations including CLP, Cathay, Jockey Club, PCCW, Wharf T&T, Bank of Communications, Deloitte, HKU, PolyU, CityU, OGCIO, HKHS, etc. We organize workshops, special interest groups, seminars, site visits, networking hours, annual conference for our members mostly with sponsorship from IT vendors providing ITSM tools and consultancy.

4 ISO/IEC Framework Requirements for a management system Planning & implementing service management responsibility Documentation requirements Competence, awareness & training Plan, Implement, Monitor, Improve (PDCA) Planning & implementing new or changed services Planning & implementing new or changed services Service Reporting Service Level Mgt Budgeting & Accounting for IT Service Service Delivery Processes Control Processes Configuration Change Capacity Mgt Service Continuity & Availability Mgt Security Mgt Release Processes Release Resolution Processes Incident Problem Relationship Processes Business Relationship Supplier

5 Incident & SR Problem & Change Real Example: Quantified Productivity Gains Since ISO20000 Certified in Trend of Tickets Business growth Major Systems Upgrade Windows 7 Upgrade Year Incident SR Problem Change 950+ Employees 1,250+ Employees

6 Quantified Productivity Gains Item % Critical Services Incident Tickets per month Service Request Tickets per month SR Resolution hours per year 164,004 45, Problem Tickets per month Change Tickets per month Number of Configuration Item CI (Relationship) 500 (817) 2,101 (1,710) Only 3 Failed Changes out of 300+ Changes in 2013

7 Roadmap for IT Professional Certification of Hong Kong Technology Industry 3 X 7 Generic Job Titles Matrix Competency Level Job Category Engineering / Development Project (IT) IT Architecture Service and Operation Security Master Engineering CPIT(QAM) IT Project Director CPIT(PD) IT Architect CPIT(SA) Service Operation (TBD) Security Content Senior Engineer CPIT(QAS) IT Project CPIT(PM) Senior IT Architect System Operation (TBD) Security CPIT(ISS) Content Practitioner Engineer Professional Assistant, IT Projects CPIT(APM) IT Architect CPIT(BA) CPIT(SOO) Practitioner Security Officer CPIT(InfoSec) Content Developer

8 ITIL v3 Qualification Scheme ITIL Master ITIL ITIL Expert 5 V3 s Bridge 5 Managing Across the Lifecycle 5 17 ITIL ITIL V2 s Practitioner Certificate Certificates SS SD ST SO CSI OSA PPO RCV SOA Lifecycle modules Capability modules V1 V2 12 Credits Required 2 ITIL v3 Foundation for Service 2 V3 Foundation Bridge 0.5 ITIL v2 Foundation Certificate 1.5

9 About Intermediate ITIL Certification Pass the exam and Get Certified! 12 hrs pre-study + 30 contact hrs of Training 2 to 4 years professional experience ITIL Foundation Certified

10 The ITIL Service Capability Process Map Release Control & Validation Operational Support & Analysis Service Offerings & Agreements Change Event Service Portfolio Release Incident Service Catalogue Service Assets and Configuration Service Validation & Testing Knowledge Request Fulfilment Service Level Planning Protection & Optimization Capacity Availability IT Service Continuity Problem Demand Security Access Supplier Demand Request Fulfilment Service Desk Financial

11 SOO is the first phase of the Recognition Framework of CPIT SMO Job category Job Category Competency Level Engineering / Development Project (IT) IT Architecture Service and Operation Security Master Engineering CPIT(QAM) IT Project Director CPIT(PD) IT Architect CPIT(SA) Service Operation Security Content Senior Engineer CPIT(QAS) IT Project CPIT(PM) Senior IT Architect System Operation Security CPIT(ISS) Content Practitioner Engineer Professional Assistant, IT Projects CPIT(APM) IT Architect CPIT(BA) System Operation Officer CPIT(SOO) Security Officer CPIT(InfoSec) Content Developer

12 Why RCV & OSA certification as requirements for CPIT/SOO? ITIL Capability Process Release Control & Validation Operational Support & Analysis Planning, Protection & Optimization Service Offering & Agreement 4.3 Competency Level - Practitioner CM RM SACM SVT KM RF EM IM RF PM ACM SD CAPM AVM ITSCM ISM DM SPM SCM SLM DM SUPM FM No. Job Description HKITPC Competency Use appropriate tools to monitor overall systems and network performance, utilization, availability, capacity, security and healthiness so that proactive actions can be taken to prevent or resolve problems. Maintain log- books or operating records per shift. Conduct shift handover to ensure un-completed changes and incidents are followed up by the incoming shift. Work in team and follow the procedures based on quality and established standard, to achieve effectiveness and efficiency in the delivery and support of service Provide prompt support to user on day to day operation problems on PCs, printers, office standard software, etc. 25 Take corrective action per documented procedures to handle incident, and escalate to supervisor if the incident is not fixed within predefined timeframe. 26 Communicate with support personnel and users on potential service outage, to carry out preventive maintenance, hardware installation, software 27 implementation, Handle calls service etc. desk and communications with users. ITSWOS201A ITSWOS406A ITSWOS413A ITSWOS420A ITSWOS302A ITSWOS405A ITSWOS418A ITSWOS304A ITSWOS305A ITSWOS410A ITSWOS308A ITSWOS303A ITSWOS411A ITSWOS307A ITSWOS421A ITSWOS403A ITSWOS423A ITSWOS306A ITSWOS301A

13 5 3 SS SD 3 ST3 SO3 CSI 3 OSA 4 PPO 4 RCV 4SOA How to get CPIT/SOO Certified? AD/HD/Undergraduate qualification in IT CPIT/SOO ITIL Master ITIL Expert Managing Across the Lifecycle Lifecycle modules Capability modules ITIL v3 Foundation for Service 2 2 V3 Foundation Bridge Certification in ITIL Foundation, RCV and OSA Intermediate qualification 2 years relevant working experience

14 What s next? Job Category Competency Level Engineering / Development Project (IT) IT Architecture Service and Operation Security Master Engineering CPIT(QAM) IT Project Director CPIT(PD) IT Architect CPIT(SA) Service Operation Security Content Senior Engineer CPIT(QAS) IT Project CPIT(PM) Senior IT Architect System Operation Security CPIT(ISS) Content Practitioner Engineer Professional Assistant, IT Projects CPIT(APM) IT Architect CPIT(BA) System Operation Officer CPIT(SOO) Security Officer CPIT(InfoSec) Content Developer

15 Thank You

ITIL Service Lifecycle Stream

ITIL Service Lifecycle Stream ITIL Lifecycle Stream Syllabus at a Glance Strategy Design Transition Operation Continual Improvement Introduction to service strategy Introduction to service design Introduction to service transition

More information

Percorsi & Processi ITIL 2011

Percorsi & Processi ITIL 2011 Percorsi & Processi ITIL 2011 Huub Commandeur ITIL Expert ITIL is a registered Trade Mark of AXELOS Limited - UK ITIL Qualification Scheme ITIL - 2 Foundation ITIL Foundation ITIL - 3 Intermediate Lifecycle

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 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

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

Storage Management Within the NEW ITIL Version 3 Context. Dr. D. Akira Robinson, IT Governance Management, Ltd. Dept of Navy

Storage Management Within the NEW ITIL Version 3 Context. Dr. D. Akira Robinson, IT Governance Management, Ltd. Dept of Navy Storage Management Within the NEW ITIL Version 3 Context Dr. D. Akira Robinson, IT Governance Management, Ltd. Dept of Navy Why ITIL? Total dependence on Information Technology Need to deal with complexity

More information

ITIL v3 Qualification Scheme

ITIL v3 Qualification Scheme ITIL v3 Qualification Scheme ITIL Version 3 Qualification Scheme diagram Key for the Intermediate modules: Lifecycle modules SS Service Strategy SD Service Delivery ST Service Transition SO Service Operation

More information

SUBJECT: Army Information Technology Service Management (ITSM) Policy

SUBJECT: Army Information Technology Service Management (ITSM) Policy DEPARTMENT OF THE ARMY OFFICE OF THE SECRETARY OF THE ARMY 107 ARMY PENTAGON WASHINGTON DC 20310-0107 Office, Chief Information Officer/G-6 SAIS-PR MEMORANDUM FOR SEE DISTRIBUTION SUBJECT: Information

More information

Definitive ITIL 2011 & 2007 Edition Process & Function Lists

Definitive ITIL 2011 & 2007 Edition Process & Function Lists Definitive ITIL 2011 & 2007 Edition Process & Function Lists Version : 1.0 Date : August 2011 Table of Contents Definitive List Of The ITIL 2011 Edition 26 Processes & 4 Functions 1 Definitive List Of

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

Demystifying The ITIL V3 Certification Paths

Demystifying The ITIL V3 Certification Paths Demystifying The ITIL V3 Certification Paths Version : 1.0 Date : January 2008 Location : Burlington, ON Author : Pierre Bernard, Pink Elephant Demystifying The ITIL V3 Certification Paths By Pierre Bernard,

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

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

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

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

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

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

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

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

ITSM Specialties, LLC

ITSM Specialties, LLC Class Overview Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following: Service Portfolio Management

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

ITSM Specialties, LLC

ITSM Specialties, LLC Class Overview Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following: Capacity Management Availability

More information

IT Organisation in Change

IT Organisation in Change IT Organisation in Change ENTERPRISE SOFTWARE ENGINEERING & SOFTWARE ENGINEERING IN THE ENTERPRISE IT change Quality of IT s Costs of IT s change Future Now Perfect IT s Business Demands Can we deliver?

More information

OGC s Official Accreditor

OGC s Official Accreditor Professional Qualifications for ITIL PRACTICES FOR SERVICE MANAGEMENT The ITIL V3 Foundation Bridge Certificate in IT Service Management SYLLABUS OGC s Official Accreditor The Swirl logo is a Trade Mark

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

Integrated Service Desk at CityU

Integrated Service Desk at CityU 城 市 大 学 集 成 服 务 台 的 构 思 Integrated Service Desk at CityU Joe Lee Computing Services Centre City University of Hong Kong Apr 2005, JUCC Workshop 技 术 支 持 服 务 窗 口 ( 帮 助 台 ) 的 发 展 历 程 Evolution of Help Desk

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

ITIL Intermediate Qualification: Service Offerings and Agreement. Webinar presentation 8 May 2009

ITIL Intermediate Qualification: Service Offerings and Agreement. Webinar presentation 8 May 2009 ITIL Intermediate Qualification: Service Offerings and Agreement Webinar presentation 8 May 2009 Team Lead SOA Vernon Lloyd FISM IT Industry before it was IT (1970) Done most things in most places ITSM

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

EXIN Accredited 4 days workshop on ITIL Intermediate Qualification- Release Control & Validation Certificate

EXIN Accredited 4 days workshop on ITIL Intermediate Qualification- Release Control & Validation Certificate EXIN Accredited 4 days workshop on ITIL Intermediate Qualification- Release Control & Validation Certificate About the Workshop Workshop on The ITIL Intermediate Qualification: Release, Control and Validation

More information

IT Service Management

IT Service Management IT Service Management VNUG Conference 2013-09-04 Anders Stenmark Business Critical Consultant, HP Agenda Introduction Reliable service delivery ITSM ITSM Assessments 2 Introduction Anders Stenmark Business

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 vs. ISO/IEC 20000: Similarities and Differences & Process Mapping

ITIL vs. ISO/IEC 20000: Similarities and Differences & Process Mapping ITIL vs. ISO/IEC 20000: Similarities and Differences & Process Mapping White paper March 14, 2014 Scope of this document This document is intended for IT Professionals who are deciding on how to implement

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 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

Shmeisani: Al-Hussary Street Anshasi Sq P.O. Box 940314 Amman 11194 Jordan Telephone: +962-65007335

Shmeisani: Al-Hussary Street Anshasi Sq P.O. Box 940314 Amman 11194 Jordan Telephone: +962-65007335 itil.org Service Management Essentials ITIL V3 Study Guide v1.0.0 Shmeisani: Al-Hussary Street Anshasi Sq P.O. Box 940314 Amman 11194 Jordan Telephone: +962-65007335 Fax: +962-65007300 Email: info@saadehgroup.com

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. 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

ITIL V3 Release, Control and Validation (RCV) Certification Program - 5 Days

ITIL V3 Release, Control and Validation (RCV) Certification Program - 5 Days ITIL V3 Release, Control and Validation (RCV) Certification Program - 5 Days Program Overview The ITIL Intermediate Qualification: Release, Control and Validation (RCV) Certificate, although a stand alone

More information

ITIL Vs. LAYER - Search Engine Marketing System

ITIL Vs. LAYER - Search Engine Marketing System Nuove tendenze : Standard e relative Certificazioni ICT AIEA - Sessione di Studio Milano 07.06.2013 Today s AGENDA Green Mill Solutions Company Facts Overview Scope Main Areas for IT & Business Alignment

More information

ITIL Intermediate: Service Design. Lesson Plan. Mock Exam: Duration: Language:

ITIL Intermediate: Service Design. Lesson Plan. Mock Exam: Duration: Language: ITIL Intermediate: Service Design Lesson Plan Delivery: e-learning Certificate: Examination (included) Accredited By: EXIN Mock Exam: Duration: Language: Included in Course (x2) 20 hours, self-paced English

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

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

A Project Manager s Guide to ITIL

A Project Manager s Guide to ITIL A Project Manager s Guide to ITIL Erika Flora, PMP, PgMP, ITIL Expert erika.flora@beyond20.com Training Consulting Assessments (866) 856-3117 toll-free Agenda Introduction Why ITIL? PMBOK Guide and ITIL

More information

ITIL: Service Offerings & Agreements (SOA) (Revision 1.6)

ITIL: Service Offerings & Agreements (SOA) (Revision 1.6) ITIL: Service Offerings & Agreements (SOA) (Revision 1.6) Course Overview This hands-on course leads to a Certificate in ITIL Service Capability Management - Service Offerings & Agreements. The series

More information

Best Practice ITIL (Information Technology Infrastructure Library)

Best Practice ITIL (Information Technology Infrastructure Library) Best Practice ITIL (Information Technology Infrastructure Library) To achieve G H Bank s overall objectives, the Information Technology Group must provide excellent cutting-edge IT services to all stakeholders

More information

ITIL: Service Offerings & Agreements

ITIL: Service Offerings & Agreements ITIL: Service Offerings & Agreements Course Course Chapter 01 - Course Lesson: Course Organization Welcome to the Course! Mentoring Community s Why Are You Here? Using Bloom's Taxonomy What Do You Expect?

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

ISO/IEC 20000 Part 1 the next edition

ISO/IEC 20000 Part 1 the next edition ISO/IEC 20000 Part 1 the next edition Lynda Cooper Independent Consultant UK representative to ISO and project editor for ISO20000 part 1 Synopsis ISO/IEC 20000 part 1 was published in 2005. Since then,

More information

Accredited ITIL elearning courses

Accredited ITIL elearning courses Accredited ITIL elearning courses Contents Introducing ITIL. 3 Available now!. 4 ITIL 2011 Foundation elearning. 5 ITIL Intermediate level. 7 ITIL 2011 Intermediate: Service Strategy Premium elearning.

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

An IT executive with over 25 years in the field A few companies I have worked for:

An IT executive with over 25 years in the field A few companies I have worked for: Jerry Gitlitz An IT executive with over 25 years in the field A few companies I have worked for: Chase Manhattan Bank IBM Goldman Sachs Bank of America I am ITIL, Six Sigma and CMM certified. Currently

More information

ITIL Framework and Benefits Webinar

ITIL Framework and Benefits Webinar In partnership with The training specialist in ITSM best practices ITIL Framework and Benefits Webinar 1 Summary Slide Who is Ahead Technology? What Is ITSM? What is ITIL? The ITIL V3 Structure Benefits

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

An Implementation Roadmap

An Implementation Roadmap 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

More information

Enterprise Service Management (ESM)

Enterprise Service Management (ESM) Enterprise Service Management (ESM) A Reference Model for Adopting and Adapting IT Best Practices Across and Enterprise itsm003 v.3.0 Agenda and Objectives What are ESM Best Practices? What is the ESM

More information

The Official ITIL v3 Foundation Study Aid Glossary of Terms and Definitions

The Official ITIL v3 Foundation Study Aid Glossary of Terms and Definitions The Official ITIL v3 Foundation Study Aid Glossary of Terms and s V1.0, November 2007 Acknowledgements We would like to express our gratitude and acknowledge the contribution of Stuart Rance and Ashley

More information

ITIL Foundation Exam Study Guide

ITIL Foundation Exam Study Guide Brochure More information from http://www.researchandmarkets.com/reports/2246184/ ITIL Foundation Exam Study Guide Description: Everything you need to prepare for the ITIL exam Accredited to 2011 syllabus

More information

ITIL Service Lifecycle Operation

ITIL Service Lifecycle Operation ITIL Service Lifecycle Operation Course Details Course Code: Duration: Notes: ITILSL-Oper 5 days This course syllabus should be used to determine whether the course is appropriate for the students, based

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

ITIL VERSION 3 EDUCATION CERTIFICATION

ITIL VERSION 3 EDUCATION CERTIFICATION ITIL VERSION 3 EDUCATION CERTIFICATION D I S C L A I M E R This document is the proprietary and exclusive property of ITSMER at blog.certification.info except as otherwise indicated. No part of this document,

More information

ABOUT ITIL IT SERVICE MANAGEMENT. Where is ITIL...in the Best Prac ces framework?

ABOUT ITIL IT SERVICE MANAGEMENT. Where is ITIL...in the Best Prac ces framework? ABOUT ITIL ITIL provides a framework of best prac ce guidance for IT Service Management. It provides a framework for the governance of IT and focuses on the con nual measurement and improvement of the

More information

Double Dipping. Incident - Problem Management & Your SLA s. 2012 Cask LLC. All rights reserved. www.caskllc.com

Double Dipping. Incident - Problem Management & Your SLA s. 2012 Cask LLC. All rights reserved. www.caskllc.com Double Dipping Incident - Problem Management & Your SLA s www.caskllc.com Introduction Richard Pilgrim, ITIL Sr. ITSM Consultant richard.pilgrim@caskllc.com www.caskllc.com Cask, LLC Strategy. Solutions.

More information

INTERNATIONAL JOURNAL OF ENGINEERING SCIENCES & RESEARCH TECHNOLOGY

INTERNATIONAL JOURNAL OF ENGINEERING SCIENCES & RESEARCH TECHNOLOGY [Sultana, 2(4): April, 2013] ISSN: 2277-9655 IJESRT INTERNATIONAL JOURNAL OF ENGINEERING SCIENCES & RESEARCH TECHNOLOGY A Case Study on Implementing ITIL in Business Organization Considering Business Benefits

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

Configuration Management Why we should care! Anne-Rose Suriel Senior Systems Engineer

Configuration Management Why we should care! Anne-Rose Suriel Senior Systems Engineer Configuration Management Why we should care! Anne-Rose Suriel Senior Systems Engineer Agenda 1. Introduction to Configuration Management 2. Importance of Configuration Management 3. Should we care? 4.

More information

The Value of ITAM To IT Service Management. Presented by Daryl Frost. Copyright Burswood Information Solutions Limited 2015

The Value of ITAM To IT Service Management. Presented by Daryl Frost. Copyright Burswood Information Solutions Limited 2015 The Value of ITAM To IT Service Management Presented by Daryl Frost What The!! We buy all this IT equipment Where is it!! How much are we buying it seems to cost a fortune! Are we getting any value from

More information

ITIL 2011 Service Offerings & Agreement (SOA) Certification Program - 5 Days

ITIL 2011 Service Offerings & Agreement (SOA) Certification Program - 5 Days ITIL 2011 Service Offerings & Agreement (SOA) Certification Program - 5 Days Program Overview ITIL is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology

More information

Concepts Release Package

Concepts Release Package ITIL: Release, Control & Validation Course Course Chapter 01 - Course Lesson: Course Organization Welcome to the Course! Mentoring Community s Why Are You Here? Using Bloom's Taxonomy What do you Expect?

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

500 Creek View Road Newark, DE 19808. LearningServices@compaid.com www.compaid.com/learningservices. ITIL Foundation Training Business Case

500 Creek View Road Newark, DE 19808. LearningServices@compaid.com www.compaid.com/learningservices. ITIL Foundation Training Business Case 500 Creek View Road Newark, DE 19808 LearningServices@compaid.com www.compaid.com/learningservices ITIL Foundation Training Business Case BUSINESS CASE WHAT IS ITIL? ITIL is the most widely used and successful

More information

INTERMEDIATE QUALIFICATION

INTERMEDIATE QUALIFICATION PROFESSIONAL QUALIFICATION SCHEME INTERMEDIATE QUALIFICATION SERVICE CAPABILITY PLANNING, PROTECTION AND OPTIMIZATION CERTIFICATE SYLLABUS The Swirl logo is a trade mark of the Cabinet Office ITIL is a

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

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

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

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

How To Compare Itil To Togaf

How To Compare Itil To Togaf 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: Release, Control & Validation (RCV) (Revision 1.6)

ITIL: Release, Control & Validation (RCV) (Revision 1.6) ITIL: Release, Control & Validation (RCV) (Revision 1.6) Course Overview This program leads to a Certificate in ITIL Service Capability Management - Release, Control & Validation. The Service Capability

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

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

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

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

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

ISO20000: What it is and how it relates to ITIL v3

ISO20000: What it is and how it relates to ITIL v3 ISO20000: What it is and how it relates to ITIL v3 John DiMaria; Certified Six Sigma BB, HISP BSI Product Manager; ICT (ISMS,ITSM,BCM) Objectives and Agenda To raise awareness, to inform and to enthuse

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

Name: Lynda Cooper Date: November 24th. Revising ISO/IEC 20000 to fit the future of service management

Name: Lynda Cooper Date: November 24th. Revising ISO/IEC 20000 to fit the future of service management Name: Lynda Cooper Date: November 24th Revising ISO/IEC 20000 to fit the future of service management Agenda Brief overview of ISO20000 Changes Why and How What Your views and how you can influence the

More information

Software Asset Management (SAM) and ITIL Service Management - together driving efficiency

Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Ian Preskett MIET C.Eng. MBCS CITP Software Asset Management Consultant ian.preskett@ipassociatesltd.co.uk Agenda

More information

Appendix A-2 Generic Job Titles for respective categories

Appendix A-2 Generic Job Titles for respective categories Appendix A-2 for respective categories A2.1 Job Category Software Engineering/Software Development Competency Level Master 1. Participate in the strategic management of software development. 2. Provide

More information

ITIL Service Lifecycle Design

ITIL Service Lifecycle Design ITIL Service Lifecycle Design Course Details Course Code: Duration: Notes: ITILSL-Des 5 days This course syllabus should be used to determine whether the course is appropriate for the students, based on

More information

INTERMEDIATE QUALIFICATION

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

More information

ITIL Foundation Certification Course

ITIL Foundation Certification Course ITIL Foundation Certification Course About the Programme While most IT divisions are organized by functions such as desktop management, application management, Network management, System & database administration,

More information

ITIL Intermediate Capability Stream:

ITIL Intermediate Capability Stream: ITIL Intermediate Capability Stream: RELEASE, CONTROL AND VALIDATION (RCV) CERTIFICATE Sample Paper 1, version 5.1 Gradient Style, Complex Multiple Choice QUESTION BOOKLET Gradient Style Multiple Choice

More information

Information Technology Infrastructure Library -ITIL. IT Governance CEN 667

Information Technology Infrastructure Library -ITIL. IT Governance CEN 667 Information Technology Infrastructure Library -ITIL IT Governance CEN 667 1 Lectures Schedule Week Topic Introduction to IT governance Week 1 Overwiev of Information Security standards - ISO 27000 series

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

INTERMEDIATE QUALIFICATION

INTERMEDIATE QUALIFICATION PROFESSIONAL QUALIFICATION SCHEME INTERMEDIATE QUALIFICATION SERVICE CAPABILITY OPERATIONAL SUPPORT AND ANALYSIS CERTIFICATE SYLLABUS Page 2 of 21 Document owner The Official ITIL Accreditor Contents OPERATIONAL

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

An Introductory Overview of ITIL V3

An Introductory Overview of ITIL V3 Published in association with the Best Management Practice Partnership The IT Service Management Forum An Introductory Overview of ITIL V3 A high-level overview of the IT INFRASTRUCTURE LIBRARY The IT

More information

wibas Team CMMI-ITIL IT Maturity S e r v i c e s

wibas Team CMMI-ITIL IT Maturity S e r v i c e s wibas Team CMMI-ITIL ITIL integrated into CMMI IT Maturity S e r v i c e s 1 CMMI-ITIL Management Summary -2- Copyright 2007 wibas IT Maturity Services GmbH CMMI-ITIL ITIL is a reference model to improve

More information

ITSM Roles. 1.0 Overview

ITSM Roles. 1.0 Overview ITSM Roles 1.0 Overview The IT Management lifecycle involves a large number of roles, some of which are limited in scope to one specific, others of which have responsibilities in several different es.

More information