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  1. ITIL® 2011FOUNDATIONCOURSE • ITIL®isaregisteredtrademarkofAXELOSLimited

  2. 32+ 100+ 10,000+ Professionals Trained Countries acrossglobe Management Certificationcourses ABOUTUS • ExcelrisanITconsultingandprofessionalcertificationtrainingprovidercateringitsservicesglobally acrosscountriesincludingIndia,UK,USA,Netherlands,Germany,Malaysia,Indonesiaetc., • SomeofourFlagshipCourses • ITIL® Foundation,Intermediate, Expert • PRINCE2 |PMP • CLOUDCOMPUTING • ISO27000,ISO20000 • SIXSIGMA|ANALYTICS • TOGAF|COBIT • SAPTraining ITIL®isaregisteredtrademarkofAXELOSLimited TheSwirllogo™isatrademarkofAXELOSLimited TheITIL®ApprovedExaminationOrganization logoisatrade markofAXELOSLimited 2

  3. ITIL® QUALIFICATIONSCHEME © AXELOScopyright 2013. Reproduced under licence ofAXELOSLimited 3

  4. Foundation Certificate in IT ServiceManagement • Simplemultiplechoiceexamination–40Questions - ClosedBook • Duration 60 minutes (Extra15mins if exam is notin • nativelanguage) • 65% required to be certified (26 out40) • Pre-requisite for all further ITIL®qualifications ITIL® FOUNDATION EXAMFORMAT 3

  5. ITIL® 2011 FOUNDATIONCOURSEOBJECTIVES • At the end of the course, you should be ableto: • Service management as apractice • The ITIL® servicelifecycle • Generic concepts and definitions • Key principles andmodels • Processes • Functions • Selectedroles • Technology andarchitecture • Competence andtraining 3

  6. Module1 ITIL®KEYCONCEPTS & SERVICE MANAGEMENT ASPRACTICE

  7. 1. ITIL® KEYCONCEPTS • Increasing Complex of ITservices • External Dependencies andInfluences • Need for higher visibility fo IT servicefailure • Manage Changes with minium impact on existingServices • Higher Customerexpectations WHY DO WE NEEDITSERVICE MANAGEMENT? Copyright©ExcelrSoulutionsandAXELOSLimited2013.Allrightsreserved. *ItalicfontmaterialinthisdocumenthasbeensourcedfromITIL®2011corepublications. NopartofthisdocumentmaybereproducedinanyformwithoutthewrittenpermissionofbothExcelrand AXELOSLimited.Permissioncanberequestedatenquiry@excelr.comandlicensing@AXELOS.com

  8. 1. ITIL® KEYCONCEPTS • ITIL® is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supportingIT services to thebusiness. • Adopting ITIL® can offer users a huge range of benefits thatinclude: • Improved ITservices • Reduced costs • Improved customer satisfaction through a more professional approach to servicedelivery • Improvedproductivity • Improved use of skills andexperience • Improved delivery of third partyservice. WHAT ISITIL®? Copyright©ExcelrSoulutionsandAXELOSLimited2013.Allrightsreserved. *ItalicfontmaterialinthisdocumenthasbeensourcedfromITIL®2011corepublications. NopartofthisdocumentmaybereproducedinanyformwithoutthewrittenpermissionofbothExcelrand AXELOSLimited.Permissioncanberequestedatenquiry@excelr.comandlicensing@AXELOS.com

  9. 1. ITIL® KEYCONCEPTS • The key characteristics of ITIL® that contribute to its globalsuccess • Best practice:ITIL® represents the learning experiences and thought leadership of the world’s best-in-class serviceproviders • Vendor-neutral:ITIL® service management practices are applicable in any IT organization because they are not based onany particular technology platform or industrytype. • Non-prescriptive:ITIL® offers robust, mature and time-tested practices that have applicability to all types of serviceorganization WHY ITIL®ISSO SUCCESSFUL? Copyright©ExcelrSoulutionsandAXELOSLimited2013.Allrightsreserved. *ItalicfontmaterialinthisdocumenthasbeensourcedfromITIL®2011corepublications. NopartofthisdocumentmaybereproducedinanyformwithoutthewrittenpermissionofbothExcelrand AXELOSLimited.Permissioncanberequestedatenquiry@excelr.comandlicensing@AXELOS.com

  10. 1. ITIL® KEYCONCEPTS • Deliver value for customers throughservices. • Integrate the strategy for services with business strategyand customersneeds • Measure, monitor and optimise IT services and serviceprovider • performance • Manage the IT investment andbudget • Managerisk • Manageknowledge • Reduces cost and Optimizeservices • Changeorganizationculture across theenterprise • Improve relationship withcustomers WHY ITIL®ISSO SUCCESSFUL? Copyright©ExcelrSoulutionsandAXELOSLimited2013.Allrightsreserved. *ItalicfontmaterialinthisdocumenthasbeensourcedfromITIL®2011corepublications. NopartofthisdocumentmaybereproducedinanyformwithoutthewrittenpermissionofbothExcelrand AXELOSLimited.Permissioncanberequestedatenquiry@excelr.comandlicensing@AXELOS.com

  11. 1. ITIL® KEYCONCEPTS • BestPractice • Proven activities or processes that have been successfully used by multipleorganizations BEST PRACTICE • Sources of BestPractice • Publicframeworks • Standards • Proprietary knowledge of organizations andindividuals Copyright©ExcelrSoulutionsandAXELOSLimited2013.Allrightsreserved. *ItalicfontmaterialinthisdocumenthasbeensourcedfromITIL®2011corepublications. NopartofthisdocumentmaybereproducedinanyformwithoutthewrittenpermissionofbothExcelrand AXELOSLimited.Permissioncanberequestedatenquiry@excelr.comandlicensing@AXELOS.com

  12. BEST PRACTICE Standards Employees Industrypractices Customers Sources (generate) Enablers (aggregate) Academicresearch Suppliers Trainingandeducation Advisers 1. ITIL® KEYCONCEPTS Internalexperience Technologies Substitutes Competition Drivers (filter) Scenarios (filter) Customers Compliance Regulators Commitments Knowledge fit for business Objectives, contextandpurpose © AXELOScopyright 2013. Reproduced under licence ofAXELOSLimited Copyright©ExcelrSoulutionsandAXELOSLimited2013.Allrightsreserved. *ItalicfontmaterialinthisdocumenthasbeensourcedfromITIL®2011corepublications. NopartofthisdocumentmaybereproducedinanyformwithoutthewrittenpermissionofbothExcelrand AXELOSLimited.Permissioncanberequestedatenquiry@excelr.comandlicensing@AXELOS.com

  13. PROPREITARY AND PUBLIC FRAMEWORKS • ProprietaryFrameworks • Difficult to adopt, adapt ortransfer • Customizedforlocalcontextandthespecificneedsofthebusiness • Difficult toDocument • Not forfreee,ownersexpecttobe rewardedfortheirinvestments • PublicFrameworks • Validatedacrossvariousorganisations,cultures,environmentandcontexts • Publictrainingandcertificationenablinglabormarketskills • Widelydistributedamongalargecommunityofprofessionals 1. ITIL® KEYCONCEPTS Copyright©ExcelrSoulutionsandAXELOSLimited2013.Allrightsreserved. *ItalicfontmaterialinthisdocumenthasbeensourcedfromITIL®2011corepublications. NopartofthisdocumentmaybereproducedinanyformwithoutthewrittenpermissionofbothExcelrand AXELOSLimited.Permissioncanberequestedatenquiry@excelr.comandlicensing@AXELOS.com

  14. 1. ITIL® KEYCONCEPTS • 1980 – Office of Government Commerce initiatedcollection • and adoption of bestpractices • 1989 – First official versionpublished • 2002 – Version 2published • Service Support, Service Delivery & ServiceDesk • 2007 – Version 2007 wasreleased • Major revision with service lifecycleapproach • 2011 – Improved consistency across corepublications ITIL®EVOLUTION Copyright©ExcelrSoulutionsandAXELOSLimited2013.Allrightsreserved. *ItalicfontmaterialinthisdocumenthasbeensourcedfromITIL®2011corepublications. NopartofthisdocumentmaybereproducedinanyformwithoutthewrittenpermissionofbothExcelrand AXELOSLimited.Permissioncanberequestedatenquiry@excelr.comandlicensing@AXELOS.com

  15. ITIL®SERVICE LIFECYCLE - OVERVIEW Continual service improvement Service transition 1. ITIL® KEYCONCEPTS Service strategy Service design Service Operation © AXELOScopyright 2013. Reproduced under licence ofAXELOSLimited Copyright©ExcelrSoulutionsandAXELOSLimited2013.Allrightsreserved. *ItalicfontmaterialinthisdocumenthasbeensourcedfromITIL®2011corepublications. NopartofthisdocumentmaybereproducedinanyformwithoutthewrittenpermissionofbothExcelrand AXELOSLimited.Permissioncanberequestedatenquiry@excelr.comandlicensing@AXELOS.com

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