What Is ITIL - Knowledge Train
What is ITIL ? A complete careers guide Copyright 2018 Knowledge Train Limited ITIL is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
What is ITIL?This article is for people with little or no background knowledge of ITIL. It will help you to understand ITIL,the different levels of ITIL certification, and the kinds of ITIL jobs which are available.It will help you make a career choice about whether ITIL training is a necessary step in helping you achieveyour ideal job in IT service management.ITIL frameworkITIL, which stands for IT Infrastructure Library, is a best practice framework for managing IT inorganisations. ITIL is the predominant IT service management framework in use in the world today.ITIL as a concept began in 1980s when, in response to a poor level of IT services, the UK governmentrequested a framework for a more efficient and financially responsible use of IT within the government andthe private sector.In the 1990’s, ITIL was quickly adopted by government agencies and large corporations, especially inEurope. Since then, ITIL has undergone 2 major revisions. ITIL v3 is the latest and was released in 2007to incorporate a lifecycle approach to IT service management. That’s the version which we shall describebelow.ITIL has become extremely successful in guiding organisations to manage their IT infrastructure. By doingso, it enables those organisations to deliver benefits and achieve a return on investment to help themcompete in an increasingly competitive world.The goals of ITILITIL sets out to achieve several crucial goals: To deliver value for customers through IT services, for example, by improving customerrelationships To integrate an organisation’s IT strategy with its business strategy (and customer needs) To optimise IT services, reduce costs and improve performance by monitoring and measuring To deliver IT services more effectively by managing IT budgets, risks, knowledge and resources To standardise the approach to IT service management across the organisation To change the organisation’s culture to help achieve ongoing success.ITIL v3 service lifecycleConsider the recent trend for workers to work more from home to help foster a better-balanced lifestyle, andto support those with childcare responsibilities. For a corporation to enable one of its workers to do this, itmust consider several factors. What computer will the staff be allowed to use? What security factors mustbe considered? What tools will be required to support off-site working? What monitoring will be required toensure efficient access? What training in security protocols and/or tools will the staff require?1
ypanCom pageinlogCopyright 2018 Knowledge Train LimitedITIL helps organisations manage such IT services by providing a service lifecycle approach. This approachfocuses attention on the IT service in terms of its strategy, design, transition, operation and continualimprovement of IT services. This is known as the IT service management lifecycle. It provides coordinationand control across the various functions, processes and systems necessary to manage the full lifecycle ofIT services.The whole of ITIL’s service lifecycle is described in a series of five manuals, each one covering one stageof the service lifecycle. The 5 lifecycle stages are: ITIL Service Strategy (SS) - the initial definition and analysis of business requirements ITIL Service Design (SD) - the design of the IT service itself ITIL Service Transition (ST) - the migration of the service into the live environment ITIL Service Operation (SO) - the live operation and support of the service ITIL Continual Service Improvement (CSI) - the ongoing improvement of the service.We mustenable staffto workfrom home!We canprovideVPN accessto our servers!I’ve tested itand it works.It’s now readyto use!The problemis youcan’t login?I’ve upgradedto the iceTransition(ST)ServiceOperationSerStr viceat(SS egy)(SO)Copyright 2018 Knowledge Train Limited2
Service lifecycle stagesThe ITIL service lifecycle consists of 5 stages which shall be described below.ITIL Service Strategy (SS)Successful organisations tend to have clear objectives, and a clear overall business strategy explaininghow the organisation intends to achieve those objectives. The overall business strategy tends to haveindividual strategies for the different business units within the organisation, one of which is an IT strategy.The IT strategy therefore supports and validates the business strategy[1].An IT strategy covers multiple aspects, one of which is the IT service strategy. This explains how ITservices will be used to enable IT to achieve its objectives, and how IT services support the overallbusiness strategy.The ITIL Service Strategy stage focuses on the concepts an IT service provider can use to build its ITservice strategy. It describes how the IT service provider must set clear objectives and performanceexpectations for the IT service strategy to be successful in serving its targeted customers.Our company goalis to reduce the costsof all our drivers!Yeah-ourstrategy isto fire all of them!Board roomScuba TaxisWell, I guess we’llneed to havedriverless vehicles!CEOV.P.I.T. DirectorCustomer ServicesWhat’ll happenif there’s asystem fault?Copyright 2018 Knowledge Train LimitedITIL Service Design (SD)IT services cannot provide value to the business unless they have been designed to meet businessobjectives. Service design is the lifecycle stage where the service strategy is turned into an achievable planfor delivering the business objectives[2].The ITIL Service Design stage provides 2 things: Guidance for designing and developing services and service management practices Design principles and methods for converting strategic objectives into portfolios of servicesand related assets.3
We’re going to roll outa fleet of driver-lessvehicles!I always wantedto drive one of these!I know we don’t wantto pay for drivers, butdo we really want thecustomers driving them?Copyright 2018 Knowledge Train LimitedITIL Service Transition (ST)After the service has been designed, it must be transitioned into operational use. This is done by a new orchanged service design package being tested to ensure it meets the business needs. This is then deployedinto the live production environment[3].The ITIL Service Transition stage introduces the concept of a service knowledge management system(SKMS), which supports organisational learning and helps to improve the efficiency and effectiveness ofall the service lifecycle stages. It enables people to learn lessons, supports informed decision-making, andimproves the management of services.Day one andthere’s beenno crashes yet!Scuba TaxisI’m afraidI won’t makethe 9:30 meeting!Command & Control Centre9:28Copyright 2018 Knowledge Train Limited4
ITIL Service Operation (SO)An organisation’s strategic objectives are only realized by operating the service. This requires effective andefficient delivery and support of IT services to ensure the customer realises the value which was intended[4].It would have been cheaperto keep hiring the drivers!Copyright 2018 Knowledge Train LimitedITIL Continual Service Improvement (CSI)After the service has gone live in its operating environment, customers will gain more value if the serviceis continuously improved. Improvements might come from better strategy, design, transition and operationof services. The ITIL Continual Service Improvement stage provides best practice guidance on creatingand maintaining value for customers. This focuses on achieving improvements in the quality of service,operational efficiencies and business continuity by ensuring that the service portfolio remains aligned tobusiness strategy[5].Continuous improvement relies upon feedback from any stage of the service lifecycle to identifyimprovement opportunities for other stages of the lifecycleOur new solo taxiis able to avoidtraffic jams!Copyright 2018 Knowledge Train Limited5
Skills for ITIL careersOrganisations which successfully deliver IT services require staff with the appropriate education, training,skills and experience. Each specific role within ITIL service management requires its own specific skills,attributes and competencies[6]. However, there is also a set of generic attributes which are required forsomeone performing an ITIL service management role. These are: An awareness of business priorities and objectives An awareness of the role IT plays in meeting business objectives Customer service skills An awareness of what IT can deliver The ability to understand, interpret and use best practice.ITIL certificationIf you have many of the skills above, you are already half way there to having the necessary skills requiredby many ITIL jobs. The missing element which many employers often seek is professional ITIL certification.ITIL certification shows that a candidate has achieved a degree of competency and knowledge of ITIL.There are currently 5 levels of ITIL certification. Which ITIL certification level you aim for, depends upon twofactors. Firstly, the kind of ITIL job role you are seeking. Secondly, what level of certification you alreadyhave.The certification levels shown below are sequential. You cannot gain a higher level without having firstachieved the preceding levels. That means that everyone must start in gaining the ITIL Foundationcertification before progressing to the Practitioner or Intermediate, then to Expert and finally to the Masterqualification.ITIL qualificationsThe ITIL qualification scheme enables organisations to develop the competence of their personnel throughapproved ITIL training courses. There are 5 levels: ITIL Foundation ITIL Practitioner ITIL Intermediate ITIL Expert ITIL Master6
right 2018 Knowledge Train LimitedITIL Foundation certificationThis is to certify thatJames WrightHas achieved theITIL FoundationCertificationITIL Foundation is the entry level ITIL certification. It is taken by approximately250,000 people every year[7]. The ITIL Foundation certificate is by far the most popular ITIL qualification. Gaining the ITIL Foundation certificate shows that you havea general awareness of the key elements, concepts and terminology used in ITIL. Italso shows that you are aware of the links between lifecycle stages, the processesused and their contribution to service management practices.ITIL Practitioner certificationITIL Practitioner was developed in 2016 to provide a bridge between theFoundation and Intermediate levels. Gaining the ITIL Practitioner certificate showsthat you can understand the ways to adopt and adapt ITIL in your organisation.You are showing that you can not only talk the talk, but walk the walk as well. ITILPractitioner was developed in 2016 to provide a bridge between the Foundationand Intermediate levels. Gaining the ITIL Practitioner certificate shows that you canunderstand the ways to adopt and adapt ITIL in your organisation. You are showingThis is to certify thatJames WrightHas achieved theITIL PractitionerCertificationthat you can not only talk the talk, but walk the walk as well.ITIL Intermediate certificationThis is to certify thatITIL Intermediate certification has a modular structure with each module providing aJames Wrightdifferent focus. You can take as few or as many Intermediate qualifications as youHas achieved theneed. The Intermediate modules go into more detail than either the Foundation orITIL IntermediateCertificationPractitioner levels. You can choose from 5 service lifecycle modules or 4 servicecapability modules.The number of Intermediate exams taken each year is approximately 50,000[8].7
ITIL Expert certificationITIL Expert level certification shows that you have a much broader knowledge ofITIL than either Foundation or Practitioner alone. The certificate requires that youhave gained a number of credits, obtained by firstly passing the ITIL Foundation,and then optionally the ITIL Practitioner and a number of ITIL Intermediate mod-This is to certify thatules. You must then gain pass the Managing Across The Lifecycle (MALC) exam.Not many people have qualified at the ITIL Expert level because it requires passingat least 7 different ITIL exams, including the Foundation exam. However, if you canJames WrightHas achieved theITIL ExpertCertificationachieve this certificate, your career opportunities would be considerably enhanced.There are approximately 5,000 people who obtain Expert certification every year[9].ITIL Master certificationThis is to certify thatJames WrightHas achieved theITIL MasterCertificationITIL Master certification requires you to explain and justify how you selected andapplied your ITIL knowledge, principles, methods and techniques to achievedesired business outcomes. It requires you to have practical experience of at leastfive years in a leadership, managerial, or higher management advisory levels.You must also have achieved the ITIL Expert certificate.It is unknown how many people hold Master certificates.ITIL trainingSince this article is aimed at people with little or no experience of ITIL, we will focus on the ITIL trainingavailable for those wanting to gain certification at either Foundation or Practitioner levels.ITIL Foundation trainingYou should consider getting ITIL Foundation certification if: You require a basic understanding of the ITIL framework; or, You need to understand how ITIL can enhance an organisation’s IT service management; or, You are an IT professional (or other) working in an organisation that uses ITIL and needs to beinformed about, or contribute to, ongoing service improvement; or, You have an interest in IT service management.Training comes in 2 flavours: classroom and online. Take a classroom course if you prefer the face to facemethod of learning from a trainer. Choose the online method if you don’t have the time to attend classroomtraining, and/or there isn’t classroom training happening at a convenient location near you. Or, study ITILonline if you simply prefer to study in your own time, at your own pace.The ITIL Foundation exam is a one-hour multiple choice exam with a pass mark of 65%. If you choose tostudy ITIL online, you can also sit the ITIL Foundation exam online.8
ITIL Practitioner trainingYou should consider getting ITIL Practitioner certification if: You already have the ITIL Foundation certificate; or, You want to start adopting and adapting ITIL within your organisation; or, You want to gain the necessary credits for the ITIL Intermediate certification.By attending an ITIL Practitioner course, you will learn how a culture of continuous service improvementhelps improves efficiency and productivity, as well as the collaboration between IT service managementprofessionals and the business.ITIL Practitioner builds on the good practices from other methodologies and frameworks such as DevOps,Agile and Lean.The ITIL Practitioner exam is a two and a quarter hour multiple choice exam with a pass mark of 70%. TheITIL Practitioner exam is also available online.ITIL jobsThere’s a very broad range of jobs available within the IT service management industry. Due to the rapiddevelopment of technologies, tools and methods, the range of ITIL-related jobs is increasing all the time.For example, it would have been extremely rare to find a Cyber Resilience job 10 years ago, but CyberResilience is now one of the most in-demand skills to have.We have tried to classify the various ITIL-related jobs into 6 levels, each level requiring greater skills andresponsibilities. Each level also requires higher levels of ITIL certification, technical knowledge and/orexperience.The levels are entry-level, technical, senior technical, manager, senior manager and executive groups.ITIL jobs: entry-levelThere are 3 main entry-level ITIL jobs available. Each would benefit from having ITIL Foundationcertification.Service Desk TechnicianThis role provides technical support to end-users. This is the most common role within IT service management and you’ve probably already received such support whenever you’ve had a computer problem.These staff fix technical faults, answer queries and fulfil service requests such as assisting with softwareissues, lost passwords and user accounts.The work is often done over the phone, by email or through remote login. This role requires goodcommunication skills to diagnose faults and explain technical issues to non-experts.This is a good entry level role for people without IT qualifications.9
Service DeskCopyright 2018 Knowledge Train LimitedIT Support TechnicianThis role finds and fixes software or hardware problems which are disrupting IT systems or services business users depend on. They often work on incidents which front line service desk support staff have escalated. Crucially, the systems are live, so the issues usually need prompt attention. This role requires someone with a cool head, able to work under pressure.This role needs a wide technical knowledge of the specialist systems they are responsible for (e.g. networks, databases, operating systems, servers).Copyright 2018 Knowledge Train Limited10
IT Project SupportThis role is a first step into project management. The role provides support to a project or programme team,particularly in the use of tools. Other key tasks include setting up and maintaining project files, collatingdata, maintaining logs and registers, administering version control and issuing products.ProjectSupportOfficeCopyright 2018 Knowledge Train LimitedITIL jobs: technicalThese technical ITIL roles would benefit from having ITIL Foundation, Practitioner and Intermediatemodules in the relevant areas.Application Support SpecialistThis role provides support for live application software which business users depend upon. Normally, thisrole requires detailed knowledge of a specific application or set of applications. It often diagnoses the rootcause of issues referred from the service desk, and fixes or manages it through to resolution.This role often plans application system upgrades, installs new releases, and migrates to new systems.11
ApplicationSupport SpecialistCopyright 2018 Knowledge Train LimitedHardware Support SpecialistThis role provides front-line support to end users, fixing a range of hardware including computers, printersand possibly server or mainframe applications and hardware.Hardware Support SpecialistCopyright 2018 Knowledge Train LimitedNetwork Support SpecialistThis role is responsible for designing, installing and maintaining the network devices and network softwareto ensure network availability to all users. It also monitors and analyses network speed and performance toensure it meets the users' needs.12
This role typically performs data backups, troubleshoot network problems, and assists with disasterrecovery operationsBpBackuD-790HDKNetwork Support SpecialistCopyright 2018 Knowledge Train LimitedSecurity AnalystThis person plays a key role in preventing unauthorized access or deliberate cyber-attacks on anorganisation’s networks and systems.They typically monitor network traffic and servers for signs of intrusion, and perform audits of the networksto locate vulnerabilities.So, we’ve now looked at some of the technical roles, what about higher-level technical roles? Well, there’sa lot to choose from.Security AnalystCopyright 2018 Knowledge Train Limited13
ITIL jobs: senior technicalThere’s quite a few more senior technical roles available for people with professional ITIL certification.Here’s a few of them.Cyber Resilience AuditorThis role usually works with external auditors to check compliance with cyber resilience policies andstandards, and advises whether resilience and security objectives are being achieved.Cyber Resilience AuditorCop
ITIL Practitioner certification ITIL Practitioner was developed in 2016 to provide a bridge between the Foundation and Intermediate levels. Gaining the ITIL Practitioner certificate shows that you can understand the ways to adopt and adapt ITIL in your organisation. You are showing that you
o ITIL 4 Foundation o ITIL Specialist (Create, Deliver, Support) o ITIL Specialist (Drive Stakeholder Value) o ITIL Specialist (High Velocity IT) o ITIL Strategist To become an ITIL Strategic Leader the following requirements must be met: o ITIL 4 Foundation o ITIL Strategist o ITIL Leader
ITIL 4 Foundation ITIL Strategist: Direct, Plan & Improve* ITIL Leader: Digital & IT Strategy * Modelo universal para las dos vías de ITIL4. Para ser candidato y convertirse en un "ITIL Master" , los estudiantes deben tener las designaciones de "ITIL Managing Professional" (ITIL MP) y"ITIL Strategy Leader" (ITIL SL). En un futuro
The ITIL 4 framework consists of seven core modules: ITIL 4 Foundation ITIL 4 Specialist: Create, Deliver and Support (CDS) ITIL 4 Specialist: Drive Stakeholder Value (DSV) ITIL 4 Specialist: High-velocity IT (HVIT) ITIL 4 Strategist: Direct, Plan and Improve (DPI) ITIL 4 Leader: Dig
switch from ITIL v3 to ITIL 4 Customized ITIL e- learning video IT Asset Management Foundation with certification exam ITIL 4 educational package for training organizations Find our offers and expert opinions on www.liscience.com Only contributor to ITIL 4 in France Co-author of the upcoming ITIL 4 practice guide for ITAM
CMMI-ITIL is very different from the CMMI for Services (CMMI-SVC): zCMMI-ITIL is an integration of the existing and widely used ITIL into the CMMI family ITIL text was not changed Investments in ITILfamily. ITIL text was not changed. Investments in ITIL-based improvements arebased improvements are preserved.
ITIL FOUNDATION EXAM STUDY GUIDE Projectmgtcoach.com Page 3 About the ITIL exams: The ITIL Foundation examination contains 40 multiple choices questions where one option out of 4 possible answers given has to be selected. . EXIN certifies ITIL-professionals for ITIL foundation, ITIL service managers all .
ITIL Foundation is the first publication of ITIL 4, the latest evolution of the most widely adopted guidance for ITSM. Its audience ranges from IT and business students taking their first steps in service management to seasoned professionals familiar with earlier versions of ITIL and other sources of industry best practice. ITIL 4 Foundation will:
ITIL Foundation, ITIL 4 edition, 2019) The Evolution of ITIL 4 A contributing factor in the evolution of service management is found in the concepts and principles of Lean that were developed by Toyota as part of the Toyota Production 3 AXELOS. ITIL Foundation, ITIL 4 edition. London: TSO, 2019.
