Although there are 5 phases throughout the Lifecycle, they are not separate, nor are the phases necessarily carried out in a particular order. The whole ethos of the Service Lifecycle approach is that each phase will affect the other, creating a continuous cycle. For this to work successfully, the Continuous Service Improvement (CSI) phase is [...]
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There has been much debate as to exactly how many processes exist within Version 3 of ITIL®®. Questions asked include: * What exactly constitutes a process? * Shouldn’t some processes be defined as functions? * Why has x process been left out? In developing this material we have based our definitions of processes and functions [...]
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Five volumes make up the IT Infrastructure Library (Version 3). * Service Strategy. * Service Design. * Service Transition. * Service Operation. * Continual Service Improvement.
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Business: A fashion store. What are some of your organization’s objectives or strategic goals? We want to make a lot of money $$$! We want to have a good image and reputation. What Business Processes aide in achieving those objectives? Retail, marketing, buying, procurement, HR etc. What IT Services are these business processes dependent on? [...]
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A central concept to keep in mind when discussing the benefits of IT Service Management is the goal of business and IT alignment. When staff members of an IT organization have an internal focus on the technology being delivered and supported, they lose sight of the actual purpose and benefit that their efforts deliver to [...]
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The ITSM Starter Kit: 2011 Edition store.theartofservice.com/the-itil2011-starter-kit-2010-edition.html The best-selling ITSM Starter Kit—Third Edition delivers a comprehensive collection of factsheets, reading material, illustrated models, and well-designed … While the benefits of applying IT Service Management practices vary depending on the organization’s needs, some typical benefits include: * Improved quality service provision. * Cost justifiable service quality. * Services that meet [...]
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There are four perspectives (“4P’s”) or attributes to explain the concept of ITSM. • Partners/Suppliers Perspective: Takes into account the importance of Partner and External Supplier relationships and how they contribute to Service Delivery. • People Perspective: Concerned with the “soft” side of ITSM. This includes IT staff, customers and other stakeholders. E.g. Do staff [...]
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The term IT Service Management (ITSM) is used in many ways by different management frameworks and organizations seeking governance and increased maturity of their IT organization. Standard elements for most definitions of ITSM include: * Description of the processes required to deliver and support IT Services for customers. * The purpose primarily being to deliver [...]
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..when you are responsible for managing several thousand (or more) different technology components, from desktops and standard peripherals, through to notably complex server and mainframe systems. After years of working in application development, hardware configuration and assembly or diagnosis and resolution of IT faults, the notion that we are actually doing all this for those [...]
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“The stronger tech certifications IT Professionals have, the shorter their job search”, say the authors of a new exam preparation product called Emereo Learning. Certification and Education gurus Ivanka Menken and Gerard Blokdijk warn that “IT professionals and job hunters should have a laser sharp focus on the most in-demand IT certifications, and not waste [...]
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ISO/IEC 20000 Standard is becoming a basic requirement for IT Service providers and is fast becoming the most recognized symbol of quality regarding IT Service Management processes. Once you have acquired your ITIL®® Foundation Certification, you are eligible to pursue the ISO/IEC 20000 certification pathways. ISO/IEC 20000 programs aim to assist IT professionals master and [...]
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There are many pathway options that are available once you have acquired your ITIL®® Foundation Certification. Below illustrates the possible pathways that are available to you. Currently it is intended that the highest certification is the ITIL®® V3 Expert, considered to be equal to that of Diploma Status. Contact us to explore the path that [...]
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ITIL® – Certification Kits The Art of Service store.theartofservice.com/certification-kits/itil.html Items 1 – 15 of 79 … ITIL® 2011 Foundation – Complete Examination Package. Regular Price: …ITIL® 2011 Foundation – eLearning Plus exam Prep. $195.00 As … The following section provides example reasoning for each answer. This is only a guide however, and does not cover every possible reason why an answer is [...]
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Exam Details: * 40 questions * The correct answer is only one of the four * 60 minutes duration * 26 out of 40 is a pass (65%) * Closed book * No notes Practical Suggestions: * Read the question CAREFULLY * At this level of exam the obvious answer is often the correct answer [...]
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Question 1 Why should monitoring and measuring be used when trying to improve services? a) To validate, justify, monitor and improve b) To validate, direct, justify and intervene c) To validate, check, act and improve d) To validate, analyze, direct and improve Question 2 Which is the first activity of the Continual Service Improvement (CSI) [...]
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Service Measurement and Reporting To do this effectively, it was necessary to take metrics and data and analyze this against targets. The CSI improvement model was used as a roadmap for this SIP (Service Improvement Scenario). As the business needs changed, so had the perceived value of HYPE. HYPE had become an integral part of [...]
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There is great value to the business when service improvement takes a holistic approach throughout the entire lifecycle. Continual Service Improvement enables this holistic approach to be taken. Some key benefits of the Continual Service Improvement phase: * Increased growth * Competitive Advantage * Increased Return On Investment * Increased Value On Investment. ROI: Return [...]
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All service providers are faced with the challenge with a balancing act of three main elements: * Resources – people, IT infrastructure, consumables and money * Features – the product or service and its quality * Time schedule – the timeframes within which various stages and the final delivery of a service or product are [...]
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A benchmark captured and used as a reference point for later comparison. It is important that baselines as documents are recognized and accepted throughout the organization. Baseline must be established at each level: strategic goals, and objectives, tactical process maturity and operational metrics and KPIs. Examples 1. A Service Level Achievement Baseline can be used [...]
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ITIL® Intermediate Lifecycle program: Continual Service Improvement store.theartofservice.com/itil-2011-intermediate-lifecycle-program-continual- service-improvement.html This Continual Service Improvement Lifecycle Program provides a comprehensive study of the ITIL® 2011 phase of Continual Service Improvement and where it … There are 3 types of metrics that an organization will need to collect to support CSI activities as well as other process activities: * Technology Metrics: Often associated with component [...]
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