ITIL® and IT Service Management Factsheet
What is IT Service Management?
Today's business services are increasingly delivered or enabled using information technology. Business and IT management need guidance and support on how to manage the IT infrastructure in order to cost-effectively improve functionality and quality. IT Service Management (ITSM) is a concept that deals with how to define and deliver that guidance and support. This IT service concept views IT from an end user perspective i.e. IT service is what the customer or consumer receives. The IT service itself can be made up of hardware, software and communication facilities, but is perceived by the customer/consumer as a self contained, coherent entity.
What does ITIL stand for?
It stands for 'IT Infrastructure Library'.
What is ITIL?
ITIL is a set of best practices for, and is at the heart of, IT service management. It provides guidance on how to manage IT infrastructure so as to streamline IT services in line with business expectations. ITIL is a best practices framework, presenting the consolidated experience of organizations worldwide on how best to manage IT services to meet business expectations
It was originally developed during the 1980s by the UKs Central Computer and Telecommunication Agency (CCTA), who created ITIL (version 1) as an approach independent of vendor technology and caters to organisations with differing technical and business needs. CCTA has now become part of the Office of Government Commerce (OGC) who, as the official publisher of the ITIL library, updated it and published version 2. It has been widely adopted across the world, in both the public and the private sector, and is now recognized as best practice for IT service management and is deployed in organizations of all sizes.
ITIL defines the organizational structure and skill requirements of an IT area and documents a set of operational management procedures to allow management of an IT operation and infrastructure. Importantly, the operational procedures are supplier independent and technology-neutral.
What ITIL Training Courses are Available ?
There are three levels of certification in the ITIL qualification scheme.
- 1- ITIL Foundation Certificate -Typically 3 days
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- This is designed to provide a foundation level of knowledge in IT Service Management and is aimed at all personnel who wish to become familiar with the best practices for IT Service Management, as defined in the IT Infrastructure Library (ITIL).
- 2-ITIL Practitioner’s Certificate - Typically 3 days (View Course Locations & Dates)
- This is aimed at those who are responsible within their organisation for designing specific processes within the IT Service Management discipline, and performing the activities that belong to those processes. The Practitioner’s Certificates focus on the depth of understanding and application of those subjects, treating each subject as a specialism.
- 3-ITIL Manager’s Certificate – Typically 10 days plus Revision days (View Course Locations & Dates)
- The Manager’s Certificate is aimed at those who need to demonstrate a capability for managing ITIL-based solutions across the breadth of the Service Management subjects.
1-ITIL Foundation Certificate
This is designed to provide a foundation level of knowledge in IT Service Management and is aimed at all personnel who wish to become familiar with the best practices for IT Service Management, as defined in the IT Infrastructure Library (ITIL). The Foundation Certificate in particular enables people to understand the terminology used within ITIL. It is suitable for staff of all levels and forms one of the entrance criteria for other certificates.
Pre-Requisites
- There are no formal requisities for the Foundation course, however some familiarity with IT terminology and an appreciation of their own business environment is strongly recommended
Training Course – Typically 3 days
- Examination - One hour long multiple choice paper and is usually taken at the end of a 3 day training event. This one hour closed book examination examination is available as a Computer Based Exam. Foundation Certificate of forty questions with multiple choice answers. The pass mark is 26/40.
Course Syllabus
- The Syllabus for the Certificate is based upon two volumes of the IT Infrastructure Library and covers the areas of Service Delivery and Service Support. The IT Infrastructure gives guidance on the provision of quality IT services. It is divided into two books each covering a number of closely related topics.
- Service Desk
- Incident Management
- Problem Management
- Change Management
- Capacity Management
- Financial Management for IT Services
- Availability Management
- Release Management
2 - ITIL Practitioner Certificate
This is aimed at those who are responsible within their organisation for designing specific processes within the IT Service Management discipline, and performing the activities that belong to those processes. The Practitioner’s Certificates focus on the depth of understanding and application of those subjects, treating each subject as a specialism.
There is a certificate for each separate discipline, attainment of which is achieved by a combination of assignments set during a (typically) 3 day training event.
- ITIL Incident Management/Service Desk Practitioner
- ITIL Practitioner:Configuration Management
- ITIL Problem Management
- ITIL Availability Management
- ITIL Service Level Management Practitioner
- ITIL Capacity Management
- ITIL Change Management
- ITIL Service Level Management
- ITIL Security Management
- ITIL Financial Management
Pre-Requisites
- The ITIL Foundation Certificate
- At least 1 year’s general IT experience as a practitioner, supervisor or manager
Training Course
Examination
- 2-hour multiple-choice or written paper
3 - ITIL Manager’s Certificate
The Manager’s Certificate is aimed at those who need to demonstrate a capability for managing ITIL-based solutions across the breadth of the Service Management subjects.
Course Syllabus
The candidates should be able to show that they can apply the ITIL philosophy and processes in the development, implementation and ongoing management of the operational solution.
Areas covered include
- Service Desk/Incident management
- Service Level Management
- Configuration Management
- Capacity Management
- Problem Management
- IT Service Continuity
- Change Management
- Financial management for IT Services
- Release Management
- Availability Management
Pre-Requisites
- The ITIL Foundation Certificate
- At least 5 years general IT experience and at least 2 years experience as a supervisor or manager
- Training Course – Typically 10 days (ITIL Service Support (5 days) & ITIL Service Delivery(5 days))
Examinations
- 2 x 3 hour examination papers that are designed to test the practical application of the theory of ITIL.
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