ITIL V : Information Technology Infrastructure Library 40 Certification Individuals The certification scheme….

Other Frameworks ITIL is generally equivalent to the scope of the ISO/IEC 20000 standard (previously BS 15000).[25] .

While it is not possible for an organization to be certified as being ITIL compliant, certification of an organisation is available for ISO20000 [26].

COBIT is an IT governance framework and supporting toolset developed by ISACA.

ISACA view ITIL as being complimentory to COBIT.

They see COBIT as providing a governance and assurance role while ITIL providing guidance for service management.[27] The enhanced Telecom Operations Map eTOM published by the TeleManagement Forum offers a framework aimed at telecommunications service providers.

In a joined effort, TM Forum and itSMF developed an Application Note to eTOM (GB921) that shows how the two frameworks can be mapped to each other.

It addresses how eTom process elements and flows can be used to support the processes identified in ITIL.[28] [29] IBM Tivoli Unified Process (ITUP) is aligned with ITIL, but is presented as a complete, integrated process model compatible with IBM’s products. Information Technology Infrastructure Library 40 Certification Individuals The certification scheme differs between ITIL v2 and ITIL v3 and bridge examinations let v2 certification owners transfer to the new program.

ITIL v2 offers 3 certification levels: Foundation, Practitioner and Manager.

These should be progressively discontinued in favour of the new ITIL v3 scheme.

ITIL v3 certification levels are: Foundation, Intermediate, Expert and Master.

The ITIL v3 certification scheme offers a modular approach.

Each qualification is assigned a credit value; so that upon successful completion of the module, the candidate is rewarded with both a certification and a number of credits.

At the lowest level – Foundation candidates are awarded a certification and 2 credits.

At the Intermediate level, a total of 15 credits must be earned.

These credits may be accumulated in either a “Lifecycle” stream or a “Capability” stream; or combination thereof.

Each Lifecycle module and exam is 3 An ITIL Foundation certificate pin.

Credits.

Each Capability module and corresponding exam is 4 credits.

A candidate wanting to achieve the Expert level will have, among other requirements, to gain the required number of credits (22).

That is accomplished with two from Foundations, then 15 from Intermediate, and finally 5 credits from the “Managing Across the Lifecycle” exam.

Together, the total of 22 earned credits designates one as ITIL v. 3 Expert.

The ITIL Certification Management Board (ICMB) manages ITIL certification.

The Board includes representatives from interested parties within the community around the world.

Members of the Board include (though are not limited to) representatives from the UK Office of Government Commerce (OGC), APM Group (APMG), The Stationery Office (TSO), V3 Examination Panel, Examination Institutes (EIs) and the IT Service Management Forum International (itSMF) as the recognised user group.[30] Since the early 1990s, EXIN and ISEB have been setting up the ITIL based certification program, developing and providing ITIL exams at three different levels: Foundation, Practitioner and Manager.

EXIN[31] and BCS/ISEB[32] (the British Computer Society) have from that time onwards been the only two examination providers in the world to develop formally acknowledged ITIL certifications, provide ITIL exams and accredit ITIL training providers worldwide.

These rights were obtained from OGC, the British government institution and owner of the ITIL trademark.

OGC signed over the management of the ITIL trademark and the accreditation of examination providers to APMG in 2006.

Now, after signing a contract with EXIN[31] , BCS/ISEB and other certification bodies, including PEOPLECERT Group [33], APMG is accrediting them as official examination bodies, providing APMG’s ITIL exams and accrediting ITIL training providers.

On July 20, 2006, the OGC signed a contract with the APM Group [34] to become its commercial partner for ITIL accreditation from January 1, 2007.[35] APMG manage the ITIL Version 3 exams.

APMG maintains a voluntary register of ITIL Version 3-certified practitioners at their Successful Candidate Register.[36] A voluntary registry of ITIL Version 2-certified practitioners is operated by the ITIL Certification Register.[37] Information Technology Infrastructure Library 41 ITIL® pins It has been a well-known tradition for years that passing an EXIN exam in IT Service Management (based on ITIL®) does not only result in a certificate, but is also accompanied by the presentation of a metal pin which can be attached to a shirt or jacket.

This distinguishing badge with basic gold colour is set in the form of the internationally well-known ITIL®-logo.

The ITIL® pins consist of small diamond like structure that is accepted worldwide.

The meaning and the shape of the diamond depicts coherence in the IT industry (infrastructure as well).

The four corners of the pin symbolises service support, service delivery, Infrastructure Management and IT Management.

There are three colours of ITIL® V2 pins: 1.

Green, for the Foundation Certificate 2.

Blue, for the Practitioner’s Certificate 3.

Red, for the Manager’s Certificate Exam candidates who have successfully passed the examinations for ITIL® version 2 will receive their appropriate pin from EXIN, PEOPLECERT Group or their certification provider, their EXIN, PEOPLECERT Group or their certification provider regional office, or an EXIN,PEOPLECERT Group or certification agent.

With the arrival of ITIL® V3, there are several new pins to display your achievements.

As of July 2008, EXIN and all certification providers such as PEOPLECERT Group will also provide ITIL® pins to exam candidates who have obtained ITIL® version 3 certificates.

The new pins are very similar to ITIL® V2 pins, but every level has a different color corresponding to the ITIL® V3 core books. Organisations Organisations and management systems cannot claim certification as “ITIL-compliant”.

An organisation that has implemented ITIL guidance in IT Service Management (ITSM), may however, be able to achieve compliance with and seek certification under ISO/IEC 20000.

Note that there are some significant differences between ISO/IEC20000 and ITIL Version 3[38] • ISO20000 only recognises the management of financial assets, not assets which include “management, organisation, process, knowledge, people, information, applications, infrastructure and financial capital”, nor the concept of a “service asset”.

So ISO20000 certification does not address the management of ‘assets’ in an ITIL sense. • ISO20000 does not recognise Configuration Management System (CMS) or Service Knowledge Management System (SKMS), and so does not certify anything beyond Configuration Management Database (CMDB). • An organisation can obtain ISO20000 certification without recognising or implementing the ITIL concept of Known Error, which is usually considered essential to ITIL. References [1] David Clifford, Jan van Bon (2008).

Implementing ISO/IEC 20000 Certification: The Roadmap.

ITSM Library.

Van Haren Publishing.

ISBN 908753082X. [2] Office of Government Commerce (UK) CCTA and OGC (http:/ / www.ogc.

Gov.

Uk/ index.

Asp?id=1878).

Retrieved May 5, 2005. [3] Office of Government Commerce (UK) (http:/ / www.ogc.

Gov.

Uk/ guidance_itil.

Asp).

Retrieved August 19, 2009. [4] Office of Government Commerce (2000).

Service Support.

The Stationery Office.

ISBN 0113300158. [5] Office of Government Commerce (2001).

Service Delivery.

IT Infrastructure Library.

The Stationery Office.

ISBN 0113300174. [6] Office of Government Commerce (2002).

ICT Infrastructure Management.

The Stationery Office.

ISBN 0113308655. [7] Cazemier, Jacques A.; Overbeek, Paul L.; Peters, Louk M. (2000).

Security Management.

The Stationery Office.

ISBN 011330014X. [8] Office of Government Commerce (2002).

Application Management.

The Stationery Office.

ISBN 0113308663. [9] Office of Government Commerce (2002).

Planning to Implement Service Management.

The Stationery Office.

ISBN 0113308779. [10] Office of Government Commerce (2005).

ITIL Small Scale Implementation.

The Stationery Office.

ISBN 0113309805. [11] http:/ / www.ogc.

Gov.

Uk/ itil_ogc_withdrawal_of_itil_version2.

Asp [12] Majid Iqbal and Michael Nieves (2007).

ITIL Service Strategy.

The Stationery Office.

ISBN 9780113310456. [13] Vernon Lloyd and Colin Rudd (2007).

ITIL Service Design.

The Stationery Office.

ISBN 9780113310470. Information Technology Infrastructure Library

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ITIL Foundation : ITIL Foundation Complete Certification Kit Fourth Edition Study Guide Book….

ITIL Foundation Complete Certification Kit – Fourth Edition: Study Guide Book and Online Course $US 99.97 GBP 59.97 eur 69.97 CROWN 9781743331361 Fourth Edition Com000000 BUS083000 340 pages Ivanka Menken Gerard Blokdijk The ITIL® (Information Technology Infrastructure Library) 2011 Foundation Complete Certification Kit is the most complete guide for anyone involved in IT Service Management and who are aiming to take the ITIL Foundation exam, whether they be first-time ITIL learners or seasoned IT professionals.

Still a number one best-seller for IT Management from Amazon.com to Barnes and Noble and many more, this Third edition has refreshed the study guide and online learning program, with its updated, inspiring, and detailed plan for passing your ITIL 2011 Foundation exam on the first attempt.

With new examples, instructions, and cautionary advice, the ITIL 2011 Foundation Complete Certification Kit is, to quote numerous of ITIL certified clients, “the Gold Standard of ITIL Certification.”

As the industry standard in terms of Process, Service and Lifecycle Management for IT, the ITIL Foundation exam is the most popular entry-level certification, particularly for individuals switching from another career to IT.

This kit prepares you for the certification exam by offering valuable information on the ITIL framework, ITIL certification and IT Service Management as a practice.

This certification kit contains both the study guide and access to our online program that together provides everything you need to prepare for the ITIL Foundation certification exam, including:

– Real-world scenarios that describe what you’ve learned in the context of service solutions.

These include thought provoking questions to challenge your thinking and understanding.

– Section reviews for each chapter to help you zero in on what you need to know and includes practice exam questions.

– A Real World Guide to ITIL 2011 Skills.

Key information and real world examples organized around the actual day-to-day tasks and challenges you’ll face in the field of IT Service Management.

– Ability to assess what you’ve learned with challenging ITIL Foundation exam style questions.

– Adobe Flash presentations that you can view and replay as many times as required, facilitated by certified ITIL trainers who explain each of the topics and concepts of ITIL.

– Materials developed on the specific syllabus and exam criteria so that you can be confident in achieving exam success on your first attempt.

This new Expanded and Updated edition includes:

– Content updated to match ITIL 2011 editions and exam – processes and other content areas all provided for in both the book and elearning presentations

– More in-depth exam prep – eg.

Answer guides for all exam questions

– More content depth in a number of areas

Editorial Reviews:

– Read the book, took the online course and test, PASSED.

– This ITIL exam prep book and course are an invaluable study aid for passing the ITIL Foundation exam.

Highly recommended.

– I’ve been an IS project manager for over 10 years.

I’ve studied ITIL materials in preparation, but took no courses or workshops.

I studied this book and its accompanying course for 10 days immediately preceding my exam.

Read the book about 3 times.

– I took the ITIL Foundation exam and got 98% of the questions correct.

I think that the study tips in the book and course helped me get about 15-20 questions right that I might have otherwise missed. (your mileage may vary).

– The book and course made me confident in sitting the exam, and is the best such book that I’ve come across.

– Worth it especially since you have access to the online learning component as well.

– Good focus on ITIL’s processes (things important to ITIL Foundation and passing the test that your experience in IT may not help you)

– Highly recommended, I passed in one go!

Read more about ITIL Foundation : ITIL Foundation Complete Certification Kit Fourth Edition Study Guide Book….:

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ITIL Online : Want to find some itil braindump information ITIL Exams ITIL….

Remember, however that the copyright of itil resides with the Office of Government Commerce (OGC) in the United Kingdom.

So as an itil braindump enthusiast you must ensure that you respect the copyright and trademark laws that apply to the itil Framework. We know you will enjoy browsing the following sites all of which have been compiled as an itil braindump catalog. Want to find some itil braindump information: ITIL Exams ITIL Books & CD Licensing ITIL Documentation ITIL Downloads ITIL Online Education ITIL Toolkit E-mail us for ITIL In House Education and Learning options E-mail us for ITIL Consulting Services

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ITIL Compliance : This is especially true for 121 Web Applications A Complete….

Web Applications – A Complete Guide provide additional assurances to availability.

Typically, these procedures are part of the service, though additional requirements may be available through a custom design.

The greatest benefit of cloud computing solutions is the cost to businesses.

To provide the scalability and availability mentioned, companies traditionally needed to expand their existing infrastructures to provide the physical support required and build traditional fat applications to take over or expand existing software capabilities.

These solutions take on a great cost in time and money for companies.

By utilizing the web, the costs of these solutions are shared with the provider of the service.

In fact, the cost is drastically because the service provider absorbs the buck of the cost with the intention of sharing those portions of the cost with other companies requiring the services.

For the company seeking these services, they simply need to understand what they need and find the service provider who is willing to provide it. 15.2 Adapting Service Design Designing the infrastructure and applications required to provide companies with a solution that works for their needs falls heavily on the service provider, though the customer should have a clear understanding of the process and requirements of IT design.

This is especially true for 121 Web Applications – A Complete Guide regulated industries seeking ITIL compliance.

Simply because they have place the buck of IT concerns on the shoulders of a service provider does not prevent the company from removing themselves from the process.

Service design is particularly interested in all aspects of the architecture, processes, policies, documentation, and requirement handling.

Each of these components have some control in how the entire infrastructure behaves to ensure that it meets the greatest benefit to the customer.

ITIL topics which have oversight to these components are the processes and concepts of Service Catalogue Management, Service Level Management, Capacity Management, IT Service Continuity, Security Management, Supplier Management, and Availability Management.

For service providers, concentration in developing each of these concepts provide a greater understanding of the capabilities and limitations of the service they offer.

It also allows greater flexibility in parsing out the required bandwidth, storage, and server platforms for their customers.

This isn’t just a technical support concern, but a marketing strategy.

Understanding the design of the implemented infrastructure and applications that are being provided allow the sales team the much needed information required to satisfied even the most difficult customer.

Since the remaining disciplines of ITIL fall entirely on the shoulders of the service provider, the topic of service design became the most important topic for the customer.

These are the topics are greatest concern to the basic customer: am I getting the right service, will it meet my 122 Web Applications – A Complete Guide needs, will I have enough capacity, will my data and applications be available, is it all secure? Applying ITIL disciplines serves two purposes.

As a framework for delivering IT services, it provides the concepts and processes that can ensure that every aspect of the offering is working independently sufficient and interdependently with other processes appropriately.

The result is a solution that in theory should consistently meet the requirements of the customer.

This point is theoretical because designs require the proper implementation for it to effectively deliver.

The other purpose for applying ITIL disciplines is essentially a customer service and marketing purpose: customers who are hoping to comply with ITIL standardization require the service providers of their IT technologies to be ITIL.

Three processes are of considerable note: Capacity Management, Availability Management and Service Level Management. 15.2.1 Capacity Management For ensuring that resources are properly optimized and provisioned according to the organizations requirements in a manner that provide a high level of performance and is cost effective, the process of Capacity Management is used.

The high level activities define how applications are sized, workloads are managed, capacity is planned, and resources are managed, as well as performance. 123 Web Applications – A Complete Guide 15.2.2 — 15.5 Continual Service Improvement Service Improvement practices are implemented to ensure that IT services are aligned and realigned to the changing needs of the business.

When an IT organization is established, it must decide what services can and will be provided.

The infrastructure, applications, configurations, and processes required to deliver those services are designed and implemented into the environment.

Unfortunately, simply implementing the components for delivering the services is not enough; the organization has to utilize those resources effectively.

Additionally, the requirements the business has its IT support is constantly changing, requiring the services to be revaluated and changed accordingly.

Starting from scratch is not practical, so the goal is to continually apply improvements to the environment to meet and exceed service expectations.

However, continual improvement is not something that happens.

It must be supported by every person within the organization and manage appropriately through well defined goals, processes, procedures, and roles and responsibilities.

Continual improvements for web applications, particularly those that are open source driven, may not lack in the continual improvement aspect but may be lapse in the control of such improvements.

The result may be stringent controls on improvements to the core application code and guidelines to code which is attachable to the application to add features and functionality. 134 Web Applications – A Complete Guide 16 Using the Web to Promote ITIL The technology of the web is very conducive for implementing and monitoring the disciplines of ITIL.

Three types of applications can be built to support the processes: ? Monitoring ? Workflow ? Documentation Libraries ITIL is a standard which to manage the IT environment effectively and efficiently.

A possibility of being evaluated for ITIL compliance adds a certain assurance that the disciplines will be properly implemented.

As a standard, some guarantees are in place.

The first guarantee is that data is available to show how the different aspects of the IT solution are working to meet the service requirements place on them.

The second guarantee is that the processes and its components are clearly defined, including roles and responsibilities and cross process relationships.

The third guarantee is that the required databases are in place to support the IT service.

These guarantees all mention the existence of the components that make up the requirement framework for effective ITIL implementation, but their 135 Web Applications – A Complete Guide existence does not guarantee that the components are being used effectively.

Fortunately with these guarantees in place, the foundation for creating web application around ITIL are also in place.

The first type of application possible is monitoring the services required by the customer.

One of the web technologies for applications is the mashup.

With this technology, three possibilities can be fulfiller: the ability to monitor two or more distinct functions in parallel; the ability to combine the data for two or more distinct functions together to do trend analysis, for instance, combining measurements for availability and capacity to identify the relationship between the two; and the ability to combine the data of two of more distinct functions in a cause and effect relationship, for instance the number of changes that are the result of problems.

The advantage of the mashup for monitoring the IT infrastructure lies in the user interface.

In mashups, the user defines what they want to see in the interface and, ultimately, the interface can be different for each user.

This promotes supporting the diverse responsibilities in business.

For instance, a system administrator will want to see more detail in what they are monitoring than the overview statistics appropriate to an executive manager.

It the same comparison, the system administrator is wants to map data to ensure that the operation is intact, while the executive is looking to map the data to finances.

For each user, how the information is interpreted is just as important 136 Web Applications – A Complete Guide as having the information available and the ability to build their own interface only serves to have the data interpreted in the desire way.

Additionally if the mashup component that allows the data to be interpreted in the desire way does not exist, the development of such a component is made simpler using web technologies.

Even if the system from which the data is retrieved is a traditional non-web implementation, the technologies of the web hold the keys for tapping into these applications and retrieving the data necessary for monitoring.

And the web technologies do not stop there.

If they can be used to retrieve information, they can also be used to enter information into the system.

One of the problems faced in any IT organization is the diverse range of applications in place to ensure that operations are maintained.

These applications are diverse in the languages they use, their handling of data, and their functional purposes.

To have two or more of these applications communicating with each other used to require a bridge that was extensively developed and acting as a third application between the two primary systems.

Web development can create this bridge as a add-on to both applications and maybe even all the applications used within the environment.

In creating these “bridges,” the possibility of creating applications that contribute to workflow management are realized. 137 Web Applications – A Complete Guide Workflow management specifically focuses on moving work through several process and in doing so identifying bottlenecks for work and improvements to the support infrastructure or processes.

For IT support, workflow opportunities are everywhere.

For instance, when a incident happens, a “ticket” is created and routed to the first level of support.

If a resolution cannot be applied at this level, the ticket is routed to the next level of support.

This routing usually involves moving the ticket from one support team’s queue to the next.

Depending on the context of the incident and its severity, further notification may be required.

Furthermore, if the incident is caused by a known error, the resolution may be attached to the ticket for purposes of understanding how often a particular resolution is utilized.

If a the incident is not caused by a known error, then the resolution or workaround will be placed in the ticket when it is found, allowing the database holding all known errors and resolutions to be populated with the new information.

But the workflow doesn’t necessarily end at this point.

If a incident is unresolved, it is now taken over by the problem management process where the problem is diagnosed and a resolution sought out.

Once a resolution is found, the change management process is now initiated to implement the resolution accordingly.

And since all changes are essentially changes to one or more configuration items, the process configuration management process is not evoked to complete the change.

The work can continue depending on the impact of the problem and resolution, but this short 138

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