1. CONTENTS: Objectives ITIL Examination Best practice ITIL Qualification scheme ITIL Service Lifecycle Service value creationU PE L im it e dProject management and training: Developing people, Delivering projects Cupe Ltd

2. Gain an understanding of key ITIL terminology, concepts and the lifecycle structure Understand how processes, functions and roles interact and combine in IT Service Management provision Appreciate how ITIL can improve an organisations IT Service Management provision Prepare for the Foundation Certificate in IT Service Management examinationU PE L im it e dProject management and training: Developing people, Delivering projects Cupe Ltd 3. TheFoundation Certificate in IT Service Management comprises of:Onehour closed book examination 40 multiple-choice questions Pass mark is 65% (26/40) Results in 2-3 weeks Pre-requisite for further ITIL qualificationsU PE L im it e dProject management and training: Developing people, Delivering projects Cupe Ltd 4. Public frameworks & standards Based on successful experiences of multiple organizations in various environments Freely available Facilitate cooperation & collaboration among organizations Ignoring them can result in a competitive disadvantageU PE L im it e dProprietary knowledge Deeply embedded in organizations Customised for specific, particular business needs Difficult to adopt, share or transfer Owners may expect compensation under commercial termsHandbook p.1Project management and training: Developing people, Delivering projects Cupe Ltd 5. Best-practice sources include public frameworks and standards as well as knowledge owned by specific organizations or individuals.ITIL is the most successful and trusted source of best-practice guidance in the area of IT Service Management. Other publicly available frameworks include PRINCE2, ISO 9000, PMBOK, LEAN, etc.U PE L im it e dProject management and training: Developing people, Delivering projects Cupe Ltd 6. ITIL Master ITIL Expert (22+ credits) Managing across the lifecycle (5 credits) LIFECYCLE (3 credits each)CAPABILITY (4 credits each)SPECIALIST (1.5 credits each) *SS Service strategyOSA Operational support and analysisBRM Business relationship managementSD Service designPPO Planning protection and optimisationSLM Service level managementST Service transitionRCV Release control and validationSO Service operation CSI Continual service improvementOSA Operational support and analysisSM Supplier management CM Change management PM Problem management SDIM Service desk and incident managementITIL Foundation for service management (2 credits) * Specialist courses available only through ISEB/BCS examinationsU PE L im it e dHandbook p.1Project management and training: Developing people, Delivering projects Cupe Ltd 7. An approach to IT Continual management that Service Service emphasizes the Improvement Transition importance of coordination and control Service across various functions, strategy processes and systems necessary to manage the Service Service full lifecycle of IT Design Operation servicesFig. 1.1 The ITIL service lifecycleU PE L im it e dHandbook p.3-4Project management and training: Developing people, Delivering projects Cupe Ltd 8. Performance supported?VALUE= UTILITY + WARRANTYUTILITY ORT/FFit for purpose?Constraints removed?ANDAvailable enough? Continuous enough?ANDSecure enough?U PE L im it e dHandbook p.18-19T/FFit for use?Capacity enough? T/FWARRANTYValue CreatedT: True F: False Fig 1.2 Services are designed, built and delivered with both utility and warranty Crown Copyright 2011. Reproduced under licence from the Cabinet OfficeProject management and training: Developing people, Delivering projects Cupe Ltd 9. For more information about ITIL and PPPM Best Practice, please visit www.cupe.co.ukU PE L im it e dProject management and training: Developing people, Delivering projects Cupe Ltd 10. For more information about ITIL and PPPM Best Practice, please visit www.cupe.co.ukU PE L im it e dProject management and training: Developing people, Delivering projects Cupe Ltd