ITIL Training & Certification Ramabadran Seshadri Iyengar Itsmf Professional Member DIYmonde Solutions Incorporation

Agenda  What is ITIL?  Benefits of Certification  Benefits of ITIL in IT  ITIL for CIOs  Types of Certification (Levels)  ITIL Certification Courses  ITIL Educational Institutions  Additional Information

What is ITIL..?   ITIL (IT Infrastructure Library) is the most widely accepted approach to IT Service Management in the world. It provides a framework of best practice guidance which is drawn from the experiences of the most successful public and private organizations internationally and which supports the worldwide standard for ITSM, ISO/IEC   It is supported by a comprehensive qualification scheme, accredited training organizations, and implementation and assessment tools.   It is a set of documents based around the concept of a service lifecycle that can be used to help define how Service Management processes and functions can best be applied within specific organisations. As a framework, it is completely customisable for any type of business or organisation that relies on IT services to achieve its strategic objectives.

 Reduced costs  Continual improvement in IT service quality through the use of proven best practice processes and functions  Improved customer satisfaction through a more professional approach to service delivery  Improved productivity and fewer wasted resources  Improved use of skills and experience  Improved delivery of third party services through the specification of ITIL or ISO/IEC as the standard for service delivery in service procurements. Benefits Of ITIL in IT

Benefits of ITIL Certification Benefits to the Company: Certification provide a highly effective and practical way to:   Objectively demonstrate the organization’s breadth and currency of knowledge, building credibility and a competitive edge   Produce a measurable improvement in product and service quality   Foster customer confidence based on evidence of the staff’s qualifications and suitability for the projects   Create a benchmark of the IT skill sets possessed by its employees

Benefits of ITIL Certification Benefits to Employees: Certification provide a highly effective and practical way to:   Gain additional knowledge and skills to perform current job more effectively   Acquire third party validation of knowledge and skills   Common understanding of Industry standards and terminology   Professional recognition and networking with other professionals

CIO Challenges  Unacceptable levels of service availability  Unclear and uncontrolled service costs  Inability to respond to changing business needs  Ineffective Service improvement Programs  Inconsistent reporting of service performance  Inability to react effectively to service failures and problems  Customer perception of poor quality and inconsistent ways of working  Unclear compliance against software licence agreements  Complex infrastructure and unclear end-to-end IT services  Staff in silos focussing on products rather than services

The National Exam Institute for Informatics (Netherlands) The Information Systems Examination Board (UK) ITIL Certification Providers

 Organizational accreditation – EXIN/ISEB  Course accreditation – not a certified course unless the course material has been accredited  Instructor accreditation – hold ITSM Manager / Expert Certification and are approved by an Exam Institute  Instructor experience – minimum of 5-10 years practical management experience in ITSM  Pass rate for the certification  Excellent references and testimonials What to look for in a Course Provider ?

Training Methods: Balanced mix of:  Lecture  Case Study  Audio/Video, Role Play  Live Industry Examples  Interactive Sessions Training Materials:  Developed by people with practical ITSM management experience  Accredited by ISEB and EXIN Training Methods

Training and Education Offered by DIYmonde CertificationNon-Certification ITIL v2 (Accredited) Simulations Implementation Workshops ITIL v3 (Accredited Foundation Manager Practitioner Foundation Intermediate Expert Adv. Diploma V2-V3 Bridge

CertificateDescription FoundationFundamental Level. Basic Understanding of the ten ITIL Service Delivery and Service Support processes and the Service Desk PractitionerIn-depth understanding of one of the ten ITIL process areas Manager (Masters)Broader understanding of all ten processes (plus the Service desk function) and the relationships between them Qualification Scheme for ITIL v2

Qualification Scheme for ITIL v3

Why ITIL v3?  Meet the needs of today and tomorrow  Evolve SM practices to next level of maturity  Address current practice gaps  Embed solid processes into a service lifecycle  Stronger connection to converging frameworks  Governance  Standards  Management

Business Benefits of ITIL v3  Improved use of IT investments  Improved service quality for customers  Integration of business and IT strategies and values  Portfolio driven service assets  Effective and managed governance  Clear demonstration of ROI and ROV  Agile adaptation and flexible service models  Performance and measures that are business value based  IT Service assets linked to business services

Objective: Introduce knowledge and understanding of IT Service Management concepts and terminology, and insight into the applicability of IT Service Management Suitable for: All personnel who wish to become familiar with the best practices of ITSM as defined by OGC ITIL guidelines ITIL v3 Foundation Exam

Exam Qualification requirements: No Formal entry requirements Some experience in IT Exam Format: 40 c losed book multiple choice questions Exam Duration: 1 hour Exam Assessment: Required to score 65% to pass (26 out of 40) ITIL v3 Foundation Exam (Contd)

Objective: Provide the knowledge and skills necessary to plan, implement and execute the IT Service Management processes. Suitable for: Person with responsibility for the definition, execution and maintenance of a specific ITSM process or processes in the Organization Exam Qualification Requirements:  Demonstrate one years experience in Practice area  Attend accredited course and complete in-course assignment  Hold Foundation Certificate in ITSM ITIL v2 Practitioner Exam

Exam Format: Closed book Multiple Choice 25 questions based on Case Study Exam Duration: 1 hour Exam Assessment: Combined total score of 65% to pass (50 % of In-course Assignment & 50% of Exam score) Cost: Exam Fee: $ 160 USD ITIL v2 Practitioner Exam (Contd)

Objective: Provide knowledge and skills to plan the ITSM processes, and support the optimization of those processes. Suitable for: Person with responsibility for the definition, execution and maintenance of a specific ITSM processes Exam Qualification Requirements:  Demonstrate 5 years experience in General IT and at least 2 years in IT Service in a managerial role  Attend accredited course and achieve a positive assessment of at least 50 %  Hold Foundation Certificate in ITSM ITIL v2 Manager’s Exam

Exam Format: Two Closed book essay exams based on Case Study (Paper 1 Service Support, Paper 2 Service delivery) Exam Duration: 3 hours each in a period of 24 hours Exam Assessment: Achieve a total score of 50% or more in both of the written exams) ITIL Manager’s Exam (Contd)

ITIL V3 Intermediate Intermediate Lifecycle Stream Intermediate Lifecycle Stream - 5 individual certificates built around the five core OGC books - 5 individual certificates built around the five core OGC books  Service Strategy  Service Design  Service Transition  Service Operation  Continual Service Improvement Intermediate Capability Stream - 4 individual certificates loosely based on the current v2 offerings Intermediate Capability Stream - 4 individual certificates loosely based on the current v2 offerings  Planning, Protection & Optimization  Service Offering & Agreements  Release, Control & Validation  Operational Support & Analysis  Managing Across the Lifecycle Note: These courses will be developed and offered after the syllabus and exam structure has been defined by the APM Group and their advisors.

ITIL V3 Expert  To achieve the ITIL Expert in IT Service Management, candidates must successfully complete, in addition to the Foundation Level, a number of intermediate units, bringing their total to 17 credits. Completing the mandatory Managing through the Lifecycle capstone course (which is valued at 5 credits) gives them the minimum of 22 credits required for the ITIL Service Management ‘Expert’ certification  Managing through the Lifecycle brings together the full essence of a Lifecycle approach to Service Management, and consolidates the knowledge gained across the qualification scheme. There is no exam associated with this course. Note: These courses will be developed and offered after the syllabus and exam structure has been defined by the APM Group

Thank You By Ramabadran Seshadri Iyengar