Download - Itil quick guide
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ITIL® IT Service Management
The Swirl logoTM is a trade mark of AXELOS Limited. PMI® are registered marks of the Project Management Institute, Inc.
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What is ITIL®?
ITIL is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.
ITIL® is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organizations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme.
ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL has been developed in recognition of organizations' growing dependency on IT and embodies best practices for IT Service Management
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ITIL® Objectives
Align IT services with the current and future needs of the business
and its Customers
Improve the quality of IT services delivered
Reduce the long-term cost of service
provision
Help establish a culture of ‘Continuous
Improvement’
Support compliance with regulatory and
governance demands
Reduce the long-term cost of service
provision
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ITIL® Qualifications
The life-cycle stream looks at the theory of each 5 elements
of the service management lifecycle
The capability stream looks at the implementation and use of the processes described in the
lifecycle
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Is a Qualification Important?
ITIL® Foundation is the entry level for many IT roles – in a recent survey over 60% of IT
Service Management jobs required an ITIL qualification
Your qualification demonstrates that you have a personal commitment to
continual professional development
ITIL® qualifications demonstrate that you have the capacity to learn about
the context of your role, and that you remain current with
best practice thinking
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Benefits of ITILO
rgan
isati
on
• Align IT services with business priorities to achieve strategic objectives.
• Increase value from the service portfolio while reducing costs and risk.
• Enable successful business transformation and growth with an increased competitive advantage by defining and managing the customer and service portfolio.
• Increase competence, capability and productivity of IT staff and better utilize the skills and experience of staff.
• Improve user and customer satisfaction with IT as well as the end-user perception and brand image.
Indi
vidu
al • Provide a practical framework for identifying,
planning, delivering and supporting IT services to the business.
• Increase business productivity, efficiency and effectiveness through more reliable IT services.
• Define processes with clearly documented accountability for each activity to increase efficiency.
• Enable a business to keep pace with change and drive business change to its advantage.
• Help employees to focus on the needs of the customers and user experience rather than spending too much time on technological issues
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ITIL Foundation Certification
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Foundation Level
• Multiple choice
• 40 questions per paper
• 26 marks required to pass (out of 40 available) - 65%
• 60 minutes duration
• Closed book.
Foundation Level E-learning /blended•1 day classroom course•Exam immediately• Run regularly in Lagos
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ITIL Intermediate CertificationIntermediate (Lifecycle Stream)
· Multiple choice
· 8 questions pass score 28/40 or 70%
· 2 hours allowed
· Closed-book examination
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Intermediate Level – E-learning /Blended Training• 2 day workshop• Exam immediately after training• Run regularly in Lagos
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ITIL Intermediate CertificationIntermediate (Capability Stream)
· Multiple choice
· 8 questions pass score 28/40 or 70%
· 2 hours allowed
· Closed-book examination
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Intermediate Level – E-learning /Blended Training• 2 day workshop•Exam immediately after training• Run regularly in Lagos
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Intermediate (Capability Stream)
· Multiple choice
· 10 questions pass score 35/50 or 70%
· 2 hours allowed
· Closed-book examination
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Intermediate Level – E-learning /Blended Training• 2 day workshop•Exam immediately after training• Run regularly in Lagos
Managing Across the Lifecycle (MALC)
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Testimonial
Segun
“A well paced course that helped me understand the basics of
service management”
Matthew
“ The trainer was excellent and it was so helpful to hear his stories
about applying service management in practice because he had examples of overcoming a
lot of the problems”
Ayoor
“I found the explanation of the lifecycle really helpful and I liked
how the five pieces fitted together – it all makes sense
now!”
Temitope
“Nearly all of my colleagues have this qualification and this course
has helped me catch up and appreciate their perspective”
Femi
“I appreciated the way the course built up my knowledge step by step. I learnt a lot but I
didn't feel overwhelmed”
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Why choose HARRYBAKER Professionals?
Professionally trained trainers, who are part of
our HARRYBAKER Excellence Train the Trainer programme
Trainers who are experienced project
managers and who can advise you on how to
apply ITIL® to your work situation.
Excellent ITIL® examination pass rates
consistently in both ITIL® Foundation,
Intermediates and the MALC qualifications
Regularly updated course materials and
sample papers to ensure our courses are as enjoyable, relevant
to the real world and up to date as possible
Accredited Training Organisation, assessed
by the APM Group every year to check for
quality processes, course materials and
trainers.
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When you Train with HARRYBAKER
Before the Course
During the Course
After the Course
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• Receive the ITIL® original text book –“Management of Risk: Guidance for Practitioners”
• Access to https://www.harrybakerprofessionals.com which has lots of information to help you prepare for your course:
• On-line access to HARRYBAKER Professionals e-learning portal
• Pre-course work book with activities, questions and suggested pages to read and mark up in the official text book
• On-line access to a trainer for any questions that you have about ITIL®
• Quizzes and sample examination papers to test your knowledge
• Course materials including models, games, puzzles, slides, activities and sample examination papers
• Experienced trainers who know how to manage risk and how to apply ITIL® in the ‘real world’
• Activities to help you understand how to use ITIL® and how to pass the examinations
• Use the HARRYBAKER Knowledge Centre to stay up to date
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Background
• Accredited Trainer: - PRINCE2®, M_o_R, MSP, MoP, MoV, MoR, PPS, P3O, PMP & PMD Pro, ITIL, Facilitation, Better Business Case
• BSc and MBA from Cranfield
• Six Sigma Certified
Experience
• Murray International Group, UK
• BSkyB UK• Vodafone UK• Charteris UK• nPower• Chevron Texaco• Gateway Bank• UAC
Personal
• Married• 3 kids• Enjoy teaching
Meet Our Lead Trainer
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Plot 5, 2nd Floor Chief Yesufu Abiodun Street,Victoria Island Lagos.Email: [email protected]: 0802 839 1360Website: www. Harrybakerprofessionals.com
The Swirl logoTM is a trade mark of AXELOS Limited. PMI® are registered marks of the Project Management Institute, Inc.