ITIL - Session 01 - ITIL Qualification

8/8/2019 ITIL - Session 01 - ITIL Qualification

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Serves IT ProfessionalsServes IT Professionals

IT Management Development Center (IT-MDC)

Sesi 1 - ITIL

(Information Technology Infrastructure Library)

Qualification

Hotel Novotel Bandung,

10-12 November 2010

IT Service Management berdasarkan ITIL &

ITIL Foundation Exam Preparation


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Course Agenda

A. Sekilas tentang ITIL

B. Key Reasons for ITIL Adoption

E. The ITIL Qualification Scheme

F. Foundation Level

G. Intermediate Level

H. ITIL Expert

I. ITIL Master

C. ITIL Reported Benefit

D. Core Book Titles ITIL V3


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Sekilas tentang ITIL ITIL is the international de facto management frameworkdescribing good practices for IT Service Management.

The ITIL framework evolved to document how successfulorganizations approached service management. By theearly 1990s they had produced a large collection of booksdocumenting the best practices for IT Service

Management.

This library was eventually entitled the IT InfrastructureLibrary. The Office of Government Commerce (OGC) in theUK continues to operate as the trademark owner of ITIL.

ITIL has now been updated twice, the first time in 2000-

2002 (V2), and the second time in 2007 (V3).

ITIL is supported by the IT Service Management Forum(itSMF), an internationally recognized not-for-profitorganization dedicated to support the development of ITservice management, e.g. through publications in the ITSMLibrary series.

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Key Reasons for ITIL AdoptionKey Reasons for ITIL Adoption

Source: Gartner 2004 Survey

Our primary driver forimplementing ITIL is:

53% - to improvequality of servicewithout adding cost;

21% - to improveIT's agility to respondto new organizationrequirements

15% - to meet thegrowing demands ofCompliance

Cost Reduction

45%

Process

I r t

25%

Outsourcing10%

Compliance

15%

Business/IT

Ali t

5%

Cost Reduction

45%

Process

I r t

25%

Outsourcing10%

Compliance

15%

Business/IT

Ali t

5%

Source: Gartner 2006 Survey


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ITIL Reported Benefits

Enhanced/Increased Service Levels

Align IT goals with those of Units supported As an IT department, your never too small to add value, just

make sure you know what value means to your Customer(s)

Make Excellence in Service a part of culture

Improved quality and reliability of IT services offered

But dont build a Ferrari to do the job of a Chevy.

Optimize resource utilization Enforces collaboration across silos

Even small companies can divide themselves into silos basedon functions, with the appropriate processes and overarchingservices, those silos can achieve efficient collaboration androle sharing.

Move from traditional supply-demand model to customer

oriented processes and service value creation The tendency for small companies to force their IT shops into

reactionary models can be overcome if Services are definedand partnerships established to deliver the serviceconsistently over time.


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Core Book Titles ITIL V3 Service Strategies

Service Design

Service Transition

Service Operations

Continual Service Improvement


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ITIL Qualification Scheme

The ITIL Qualification Scheme uses asystem that enables an individual togain credits for each exam they take.

Once candidates have accumulated a

sufficient number ofcredits they canbe awarded the ITIL Expert in ITService Management.

There are four levels within the

scheme: Foundation Level

Intermediate Level

ITIL Expert

ITIL Master

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ITILQualification Scheme

OSA = Operational Support & Analysis

PPO = Planning, Protection & Optimization

RCV = Release, Control & Validation

SOA = Service Offerings & Agreements

SS = Service Strategy

SD = Service DesignST = Service Transition

SO = Service Operation

CSI = Continual Service Improvement


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ITILVersion 3

Qualification Scheme

Diagram


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ITIL Foundation Level

Targeted at:

Individuals who require a basic understanding of the ITILframework and how it may be used to enhance the quality ofIT service management within an organization.

IT professionals who are working within an organization thatpractices ITIL and who need to be informed about - andcontribute to - service improvement.

The purpose of the ITIL Foundation Certificate in IT ServiceManagement is to certify that the candidate has gained knowledgeof the ITIL terminology, structure and basic concepts and hascomprehended the core principles of ITIL practices for servicemanagement.

Foundation level candidates will have to gain knowledge and

understanding of the following topics: Service management as a practice (Comprehension) - Define

service and comprehend and explain the concept of servicemanagement as a practice.

Service lifecycle (Comprehension) - Understand the servicelifecycle and explain the objectives and business value for eachphase in the lifecycle.

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ITIL Foundation Level

Comprehend and account for the key principles and models of service management and the balance of some opposingforces within service management.

Key principles and models (Comprehension) -

Define some of the key terminology and explain the key concepts of service management

Generic concepts (Awareness)

Understand how the service management processes contribute to the service lifecycle, explain the high level objectives,scope, basic concepts, activities, key metrics (KPIs), roles and challenges for five of the core processes and state theobjectives, some of the basic concepts and roles for fifteen of the remaining processes.

Selected processes (Awareness)

Account for the role and to be aware of the responsibilities of some of the key roles in service management andrecognize a number of the remaining roles described in other learning units

Selected roles (Awareness)

Explain the role, objectives, organizational structures, staffing and metrics of the Service Desk function and state therole, objectives and overlap of three other functions

Selected functions (Awareness) -

List some generic requirements for an integrated set of service management technology, and understand how serviceautomation assists with integrating service management processes

Technology and architecture (Awareness) -

Explain the ITIL Qualification Scheme

ITIL qualification scheme (Awareness)

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Format of the ITIL

Foundation Exam The Foundation examination tests candidates

in their ability to understand the basicconcepts, describe them and demonstratebasic comprehension ofthe ITIL practices.

The Foundation examination consists of40multiple choice questions, where only oneoption can be correct and will be awarded amark.

The pass mark for this examination is 65%(26/40) and the exam duration is 60 minutes

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Intermediate Level

This stream includes 5 individual certificates built

around the five core OGC titles: Service Strategy,Service Design, Service Transition, ServiceOperation and Continual Service Improvement.

Intermediate

LifecycleStream

This stream includes 4 individual certificates looselybased on the current V2 Clustered Practitionerqualifications, but broader in scope in line with theupdated V3 content

IntermediateCapability

Stream

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There are two streams in the Intermediate level. Both streams assess an individuals ability

to analyze and apply the concepts of ITIL.


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ITIL Expert Level

The ITIL Expert level of certification is aimedat those individuals who are interested indemonstrating a superior level ofknowledge of ITIL Version 3 (V3) in itsentirety.

There are some key requirements allcandidates must meet, which are:

All candidates must hold the V3 Foundationcertificate or V2-V3 Bridge equivalent

A total of 22 credits minimum must beachieved from ITIL V3 Intermediate Level orearlier ITIL certifications

The Managing Across the Lifecyclemodule must be taken and passed once 17credits have been earned, and Candidatesshould achieve a balanced knowledge base

across the full ITIL V3 Service Lifecycle. 14


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ITIL Master Level

This level of the qualification

will assess an individuals

ability to apply and analyze

the ITIL concepts in new areas.

This higher level qualification is

currently under development.

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IT-MDC

IT Management Consulting and Training Partner

[email protected]

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ITIL - Session 01 - ITIL Qualification

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