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ITIL Publications - AXEOSInformation Technology Infrastructure Library (ITIL®) Primer

Overview

The Information Technology Infrastructure Library (ITIL) is a set of good practices for Information Technology Services Management (ITSM).  ITIL® is the most widely accepted approach to IT service management in the world. Providing a cohesive set of good guidance drawn from the public and private sectors across the world.  ITIL® provides detailed and comprehensive definitions, goals, activities, inputs, outputs, roles, responsibilities and key performance indicators that any IT organization can tailor for its needs.

Introduction

ITIL's best practices are based upon the practical experience of thousands of organizations from around the world. Anyone who adopts ITIL will benefit from many years of knowledge earned through experience. Adopting these practices in a highly effective and efficient way requires not only a fundamental understanding of ITIL best practices themselves, but also an understanding of the underlying concepts and principles. The IT service management (ITSM) professional who leverage these key principles will be in a much better position to achieve maximum success in service management.

Adopt and Adapt

ITIL, as with any framework, methodology, body of knowledge or philosophy, is only as valuable as the outcomes it helps to achieve. How the practices are applied is critical. You must focus on what is to be accomplished and why it needs to be accomplished. Blindly following examples or practices, without considering their fit for purpose and use to the situation, is a certain way to fail. ITIL is not a prescriptive instruction manual.

How does a service provider ensure the organization has clearly defined roles and responsibilities, efficiently operated processes and a shared focus on providing services to customers? The answer is that they adopt a service management approach and adapt the guidance provided in the ITIL publications to the specific needs and circumstances of their organization. Success requires critical judgement on all occasions.

When using ITIL:

Adopt

  • Commit to adopting a service-oriented, customer-focused culture
  • Focus on a commitment to change - success in service management is based on a genuine commitment to this change
  • Understand that commitment is not about the way the people in an organization talk, but rather in the way in which they behave (actions - what they DO) and in how those behaviours can be incentivized - maybe the organization is rewarding staff for behaving in a manner that is creating negative outcomes - for example AVERAGE INCIDENT (TROUBLE TICKET) DURATION

Adapt

  • Understand ITIL best practices
  • Understand why they are recommended for your situation
  • Apply critical thought to adapting those best practices to the organization's circumstances, needs, goals and objectives

When adopting and adapting, it is important to understand that ITIL guidance is based on practices that have worked for a significant number of organizations around the world. That is why they have become recognized as best practices. But every organization is different. The outcomes of the organization must be the deciding factor in how the best practices are applied. It is mandatory to start by fully understanding the practices that ITIL recommends and why they are recommended. After all, the reason that best practices can help organizations go further towards service excellence and to go there faster than they might have gone without them is because the organizations are benefiting from the prior trial and error of a large number of others in similar circumstances. If organizations do not understand the recommended practices well enough, then they cannot determine what can be effectively used in their own organization versus what needs to be either significantly modified or even ignored.

Once the ITIL guidance has been understood at a critical level, it is possible to successfully assess its value to a particular organization in the context of its vision, goals, objectives, circumstances and constraints. In this way, the most practical and appropriate approach can be adopted, adapted, and real value can be derived for customers and realized by the service provider.

Chronological History of ITIL

2018 PeopleCert becomes the only Exam Institute for AXELOS - January 1 2018

Exam Institutes Acquiros, APMG, BCS and EXIN no longer offer AXELOS exams (such as ITIL, PRINCE2, etc.)

UK Government

|

AXELOS: The Official Accreditor

|

Peoplecert: Exam Institute

|

Accredited Training Organizations (Mountainview ITSM, HP, IBM, ...)

|

Affiliates and Offices (Training Centers, Exam Centers, ...)

2016 AXELOS adds ITIL Practitioner to the ITIL Certification Portfolio

The ITIL Practitioner Exam Syllabus is based on the ITIL Practitioner Guidance Publication and NOT the 5 ITIL Core Publications.  Passing the exam provides three (3) credits towards ITIL Expert.  This is recommended as an addition to your ITIL Expert designation.

2016 CSME Examination Institute rebrands itself as Acquiros

Exam Institutes are Acquiros, APMG, BCS, EXIN and Peoplecert.

2015 Loyalist Certification Services (LCS) Examination Institute goes out of business June 2015

LCS became an Exam Institute in 2007 after splitting from EXIN as their North America Service Desk.  Subsequently EXIN opened an office in Boston to replace LCS.  LCS was headquartered in Canada.

The Exam Institutes are: EXIN (Netherlands), APMG (UK), BCS (UK), CSME (USA), PEOPLECERT (Greece).  Dansk IT, DF and TÜV SÜD are no longer EIs.

2014 ITIL® Publications Reprinted

All 5 core publications rebranded and reprinted with the AXELOS trademarks and logos.  This includes courses, syllabi, and other relevant references.  No changes to the ITIL content from the 2011 printing.  This is still called ITIL® Edition 2011.

2014 AXELOS wins RFP to become the Official ITIL® Accreditor

After issuing an RFP in 2013 for a new Accreditor, the UK Government selects AXELOS to replace APMG.  This includes all Best Management Practices: ITIL® PRINCE2, MOR, MOV, MSP, etc.  The transition is effective January 1, 2014.  AXELOS is a joint venture between the UK Cabinet Office and UK Capita Group, essentially a "crown corporation".  The hierarchy looks like this:

UK Government

|

AXELOS: The Official Accreditor

|

Exam Institutes (EXIN, LCS, Peoplecert, BCS ISEB, APMG, ...)

|

Accredited Training Organizations (Mountainview ITSM, HP, IBM, ...)

|

Affiliates and Offices (Training Centers, Exam Centers, ...)

2011 ITIL® Ownership is transitioned from the OGC to the CO

The UK Government performs an organizational restructure and the ownership of ITIL® is transitioned from the Office of Government Commerce (OGC) to the Cabinet Office (CO). 

2011

ITIL® Edition 2011 (a.k.a. ITIL® V3 Ed. 2011)

In August of 2011 the ITIL® Edition 2011 Publications were released.  It was originally called ITIL® V3 Edition 2011 but soon after the reference to V3 was dropped because it was causing confusion in the market.  The 2011 Edition is an enhancement to the 2007 Edition, for example the Service Strategy book was rewritten, the five books were reformatted and processes revised and added.  Click here for a Summary of changes from Edition 2007 to 2011.  The 5 publications and the processes are:

  1. Service Strategy
    • Strategy management for IT services
    • Service Portfolio Management
    • Financial Management of IT Services
    • Demand Management
    • Business relationship management
  2. Service Design
    • Design coordination
    • Service Catalogue Management
    • Service Level Management
    • Availability Management
    • Capacity Management
    • IT Service Continuity Management
    • Information Security Management
    • Supplier Management
  3. Service Transition
    • Transition planning and support
    • Change management
    • Service asset and configuration management
    • Release and deployment management
    • Service validation and testing
    • Change evaluation
    • Knowledge management
  4. Service Operation
    • Event management
    • Incident management
    • Request fulfillment
    • Problem management
    • Access management
    • Functions: Service Desk, Operations (Control & Facilities), Application, Technical
  5. Continual Service Improvement
    • Seven Step Improvement Process
    • PDCA
    • CSI Approach
    • SWOT
    • Measure and Report

Tree of Life-cycle

Use this handy reference to study the processes.

Certification Scheme

Foundation covers the fundamental of the ITIL® Publications.  A Certificate is presented to the student for passing the exam and is the prerequisite for the Intermediate exams.  Credits = 2.

Intermediate is composed of 9 courses divided into 2 tracks: Lifecycle (SO ST SD SS CSI) and Capability (OSA RCV PPO SOA).  A certificate is presented for passing each exam.  The prerequisite is Foundation.  Credits: The Lifecycle Track = 3; Capability Track = 4.

MALC covers all of the Publications.  The prerequisite is a minimum of 17 credits.  Credits = 5. 

Expert Certificate is presented to a candidate that has acquired a minimum of 22 credits that includes MALC.  Expert is not a course, it is a certificate for acquiring a total of 22 credits from any combination of Intermediate exams

 

ITIL Certification Scheme:

Click to enlarge

Managing Across the Lifecycle MALC [5]  >>> Expert Certificate*

Intermediate Lifecycle Track

Service Strategy SS [3]

Service Design SD [3]

Service Transition ST [3]

Service Operation SO [3]

Continual Service Improvement CSI [3]

Intermediate Capability Track

Service Offerings & Agreement SOA [4]

Planning Protection & Optimization PPO [4]

Release Control & Validation RCV [4]

Operational Support & Analysis OSA [4]

Foundation [2]

[#] represents the number of credits per certificate towards the Expert Certificate.

2007

ITIL® Version 3

The Office of Government Commerce (OGC) of the UK Government released ITIL® V3 Publications to the general public in 2007.  The 7 core publications of the previous version were "refreshed" to create the 5 publications of ITIL® V3.  Integrating a set of 5 core publications to form a Service Lifecycle.  The notion that this was a refresh is misleading since some processes had significant changes and new processes were also introduced.

Click here to learn more about ITIL® V3 with this handy complimentary guide.  For a process summary quick reference click here.  The 5 publications and the processes are listed below, click on the link below to read the first chapter of each publication.

  1. Service Strategy
    • Strategy Generation
    • Service Portfolio Management
    • Financial Management of IT Services
    • Demand Management
  2. Service Design
    • Service Catalogue Management
    • Service Level Management
    • Availability Management
    • Capacity Management
    • IT Service Continuity Management
    • Information Security Management
    • Supplier Management
  3. Service Transition
    • Transition planning and support
    • Change management
    • Service asset and configuration management
    • Release and deployment management
    • Service validation and testing
    • Service evaluation
    • Knowledge management
  4. Service Operation
    • Event management
    • Incident management
    • Request fulfillment
    • Problem management
    • Access management
    • Functions: Service Desk, Operations (Control & Facilities), Application, Technical
  5. Continual Service Improvement

Certification Scheme

Foundation covers the fundamental of the ITIL® Publications.  A Certificate is presented to the student for passing the exam and is the prerequisite for the Intermediate exams.  Credits = 2.

Intermediate is composed of 9 courses divided into 2 tracks: Lifecycle (SO ST SD SS CSI) and Capability (OSA RCV PPO SOA).  A certificate is presented for passing each exam.  The prerequisite is Foundation.  Credits: The Lifecycle Track = 3; Capability Track = 4.

MALC covers all of the Publications.  The prerequisite is a minimum of 17 credits.  Credits = 5. 

Expert Certificate is presented to a candidate that has acquired a minimum of 22 credits that includes MALC.  Expert is not a course, it is a certificate for acquiring a total of 22 credits from any combination of Intermediate exams

 

The ITIL® certification scheme is illustrated below.  [#] represents the number of credits per certificate towards the Expert Certificate.

Managing Across the Lifecycle MALC [5]  >>> Expert Certificate*

Intermediate Lifecycle Track

Service Strategy SS [3]

Service Design SD [3]

Service Transition ST [3]

Service Operation SO [3]

Continual Service Improvement CSI [3]

Intermediate Capability Track

Service Offerings & Agreement SOA [4]

Planning Protection & Optimization PPO [4]

Release Control & Validation RCV [4]

Operational Support & Analysis OSA [4]

Foundation [2]

2006 APMG appointed as the Official Accreditor

UK Office of Government Commerce (OGC) appoints APMG as the Official ITIL® Accreditor after winning the RFP.  APMG will act as both the Official Accreditor and an Exam Institute and many feel this is a conflict of interest.  The hierarchy looks like this:

U.K. Office of Government Commerce (OGC)

|

APMG: The Official ITIL® Accreditor

|

Exam Institutes (APMG, EXIN, ISEB, DF, LCS, PeopleCert, ...)

|

Accredited Training Organizations (Mountainview ITSM, HP, IBM, ...)

|

Affiliates (Training Centers, Exam Centers, ...)

2001 CCTA becomes the OGC

UK government reorganizes and the Central Computer and Telecommunications Agency (CCTA) is renamed to the Office of Government Commerce (OGC)

2000

ITIL® (now called Version 2)

The seven publications were released circa 2000-2001, they include: 

  1. Service Support (ISBN: 9780113300150)
    • Change management

    • Configuration management

    • Release management

    • Incident management

    • Problem management

    • Function: Service Desk

  2. Service Delivery (ISBN: 9780113300174)
    • Service Level Management

    • Financial Management of IT Services

    • Availability Management

    • Capacity Management

    • IT Service Continuity Management

  3. Security Management (ISBN: 9780113300143)
  4. Business Perspective (ISBN: 9780113308941)
  5. ICT Infrastructure Management (ISBN: 9780113308651)
  6. Planning to Implement Service Management (ISBN: 9780113308774)
  7. Application Management (ISBN: 9780113308668)

There is some debate over the total number of books in ITIL® V2, we have used the Introductory Overview of ITIL® V2 by itSMF as the point of reference.

Certification Scheme

ITIL® V2 certification scheme covers ONLY 2 of the 7 core publications, Service Support and Service Delivery, with a very minor reference to Security Management.  A Service Manager Certificate is ONLY based on Service Support and Service Delivery publications.  It was always considered ironic that a Service Manager only covered 2 publications rather than all 7.  The newer versions of ITIL® have made the Certification Scheme much more robust.

IT Service Manager

Service Support exam

Service Delivery exam

Practitioner

IPSR (Service Desk, Incident, Problem)

IPRC (Change, Configuration, Release)

IPAD (Financial, Service Level)

IPPI (Availability, Capacity, Continuity) 

Foundation

The timetable for the ITIL® V2 Examination withdrawal:
  • ITIL® V2 Foundation to cease 30 June 2010
  • ITIL® V2 Manager to cease 31 August 2010
  • ITIL® V2 Practitioner to cease 31 Dec 2010
  • ITIL® V3 Foundation Bridge to cease 31 Dec 2010
  • ITIL® V3 Manager Bridge to cease 30 June 2011
1986

ITIL® (now called Version 1)

In 1986 the Central Computer and Telecommunications Agency (CCTA) department of the UK Government authorized a program to develop a common set of managerial guidance with the objective of increasing efficiencies in IT.  This resulted in the publication of several publications that were released from 1986 - 2000.  These publications were not integrated.

  • The CCTA Risk Analysis and Management Method (CRAMM)
  • Management and Planning of IS
  • Systems Development
  • Service Management
  • Office Users
  • IS Services Industry
  • Change Management (IT Infrastructure Library)
  • Configuration Management (IT Infrastructure Library)
  • PRINCE in Small Non-it Projects
  • Management of Local Processes and Terminals (IT Infrastructure Library)
  • and many more

Amazon.com still has a reference to some of these publications, click here (subject to availability by Amazon).

 

Paper Certificate, e-Certificate and Lapel Pin

itil pin and paper certificateThe proof that you have passed the exam is a certificate.  The Paper Certificate has a hologram to prevent forgery.  Employees demand to see a Paper Certificate with the hologram. 

The e-Certificate is in PDF format.  The e-Certificate does not contain a hologram to verify authenticity.

A lapel pin will be presented to you after successfully passing the certification exam.  Some companies that are committed to ITSM demand that you wear the Lapel Pin at work.  ITSM Professionals wear all their pins at itSMF conferences to validate their experience.

Complementary Frameworks

ITIL® V3's strength centers on its alignment with other international frameworks and standards.  The figure below  illustrates the 5 core publications and a sample of some of the other complementary publications.  For example ITIL® V3 references PMBoK and PRINCE2® for Project Management rather than re-inventing the wheel.  It is very important that ITSM Professionals understand the relationships between ITIL® and the complementary frameworks and standards.  ITSM integrates all frameworks.

itSMF

Information Technology Service Management Forum (itSMF), is a worldwide user group for ITIL.  Join your local chapter!

Click here for other downloads and references

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