Itil quick guide

29/01/2014 1www.harrybakerprofessionals.com || 0802 839 1360

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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.


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


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


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


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


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


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

8

Intermediate Level – E-learning /Blended Training• 2 day workshop• Exam immediately after training• Run regularly in Lagos



ITIL Intermediate CertificationIntermediate (Capability Stream)

· Multiple choice


· 2 hours allowed


9

Intermediate Level – E-learning /Blended Training• 2 day workshop•Exam immediately after training• Run regularly in Lagos



Intermediate (Capability Stream)

· Multiple choice


· 2 hours allowed


10

Intermediate Level – E-learning /Blended Training• 2 day workshop•Exam immediately after training• Run regularly in Lagos

Managing Across the Lifecycle (MALC)



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”


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.


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


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.

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Itil quick guide