itil foundation online training
                     
ITIL®



ITIL® 2011 FOUNDATION COURSE

•ITIL® is a registered trade mark of AXELOSLimited


ABOUT US

Excelr is an IT consulting and professional certification training provider catering its services globally  
across countries including India, UK, USA,Netherlands, Germany, Malaysia, Indonesiaetc.,

 Some of our Flagship Courses
 ITIL® Foundation ,Intermediate, Expert
 PRINCE2 | PMP
 CLOUDCOMPUTING
 ISO 27000 , ISO20000
 SIX SIGMA | ANALYTICS
 TOGAF |COBIT
 SAP Training

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ITIL® is a registered trade mark of AXELOSLimited

The Swirl logo™ is a trade mark of AXELOSLimited
The ITIL® Approved Examination Organization logo is a trade mark of AXELOSLimited

10,000+

Professionals

Trained

32+

Countries

acrossglobe

100+

Management

Certification courses


ITIL® QUALIFICATION SCHEME

© AXELOS copyright 2013. Reproduced under licence ofAXELOS Limited

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ITIL® FOUNDATION EXAM FORMAT

Foundation Certificate in IT Service Management

Simple multiple choice examination – 40 Questions -

Closed Book

Duration 60 minutes (Extra 15 mins if exam is not in  

native language)

65% required to be certified (26 out 40)

Pre-requisite for all further ITIL® qualifications

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ITIL® 2011 FOUNDATION COURSEOBJECTIVES

 At the end of the course, you should be able to:

 Service management as a practice

 The ITIL® service lifecycle

 Generic concepts and definitions

 Key principles and models

 Processes

 Functions

 Selected roles

 Technology and architecture

 Competence and training

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ITIL® KEY CONCEPTS & 

SERVICE MANAGEMENT AS PRACTICE

Module 1


1. ITIL® KEYCONCEPTS

 Increasing Complex of IT services

 External Dependencies and Influences

 Need for higher visibility fo IT service failure

 Manage Changes with minium impact on existing Services

 Higher Customer expectations

WHY DO WE NEED IT SERVICE MANAGEMENT?

Copyright © Excelr Soulutions and AXELOS Limited 2013. All rights reserved.
*Italic font material in this document hasbeen sourced from ITIL®2011core publications.

No part of this document may be reproduced in any form without the written permission of both Excelr and
AXELOS Limited. Permission can be requested at [email protected] and [email protected]

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1. ITIL® KEYCONCEPTS

 ITIL® is the most widely adopted approach for IT Service  

Management in the world. It provides a practical, no-nonsense  

framework for identifying, planning, delivering and supporting IT  

services to the business.

 Adopting ITIL® can offer users a huge range of benefits that include:

 Improved IT services

 Reduced costs

 Improved customer satisfaction through a more professional approach to

service delivery

 Improved productivity

 Improved use of skills and experience

 Improved delivery of third party service.

WHAT IS ITIL®?

Copyright © Excelr Soulutions and AXELOS Limited 2013. All rights reserved.
*Italic font material in this document hasbeen sourced from ITIL®2011core publications.

No part of this document may be reproduced in any form without the written permission of both Excelr and
AXELOS Limited. Permission can be requested at [email protected] and [email protected]

8


1. ITIL® KEYCONCEPTS

The key characteristics of ITIL® that contribute to its global success

 Best practice: ITIL® represents the learning experiences and
thought leadership of the world’s best-in-class service providers

 Vendor-neutral: ITIL® service management practices are  
applicable in any IT organization because they are not based on any  

particular technology platform or industry type.

 Non-prescriptive: ITIL® offers robust, mature and time-tested  
practices that have applicability to all types of service organization

WHY ITIL® IS SO SUCCESSFUL?

Copyright © Excelr Soulutions and AXELOS Limited 2013. All rights reserved.
*Italic font material in this document hasbeen sourced from ITIL®2011core publications.

No part of this document may be reproduced in any form without the written permission of both Excelr and
AXELOS Limited. Permission can be requested at [email protected] and [email protected]

9


1. ITIL® KEYCONCEPTS

 Deliver value for customers through services.

 Integrate the strategy for services with business strategyand  
customers needs

 Measure, monitor and optimise IT services and service provider
performance

 Manage the IT investment and budget

 Manage risk

 Manage knowledge

 Reduces cost and Optimize services

 Change organization culture across the enterprise

 Improve relationship with customers

WHY ITIL® IS SO SUCCESSFUL?

Copyright © Excelr Soulutions and AXELOS Limited 2013. All rights reserved.
*Italic font material in this document hasbeen sourced from ITIL®2011core publications.

No part of this document may be reproduced in any form without the written permission of both Excelr and
AXELOS Limited. Permission can be requested at [email protected] and [email protected]

10


1. ITIL® KEYCONCEPTS

 Best Practice

Proven activities or processes that have been successfully  

used by multiple organizations

 Sources of Best Practice

 Public frameworks

 Standards

 Proprietary knowledge of organizations and individuals

BEST PRACTICE

Copyright © Excelr Soulutions and AXELOS Limited 2013. All rights reserved.
*Italic font material in this document hasbeen sourced from ITIL®2011core publications.

No part of this document may be reproduced in any form without the written permission of both Excelr and
AXELOS Limited. Permission can be requested at [email protected] and [email protected]

11


1. ITIL® KEYCONCEPTS

BEST PRACTICE

Academicresearch

Copyright © Excelr Soulutions and AXELOS Limited 2013. All rights reserved.
*Italic font material in this document hasbeen sourced from ITIL®2011core publications.

No part of this document may be reproduced in any form without the written permission of both Excelr and
AXELOS Limited. Permission can be requested at [email protected] and [email protected]

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Industrypractices

Standards

Internalexperience

Training andeducation

Sources  

(generate)
Suppliers

Customers

Employees

Technologies

Advisers

Enablers  

(aggregate)

Drivers  

(filter)

Scenarios  

(filter)

Substitutes

Regulators

Customers

Commitments

Compliance

Competition

Knowledge fit for business  

Objectives, context andpurpose

© AXELOS copyright 2013. Reproduced under licence ofAXELOS Limited


1. ITIL® KEYCONCEPTS

 Proprietary Frameworks

 Difficult to adopt, adapt or transfer

 Customized for local context and the specific needs of thebusiness

 Difficult to Document

 Not for freee, owners expect to be rewarded for their investments

 Public Frameworks

 Validated across various organisations, cultures , environment and contexts

 Public training and certification enabling labor marketskills

 Widely distributed among a large community ofprofessionals

PROPREITARY AND PUBLIC FRAMEWORKS

Copyright © Excelr Soulutions and AXELOS Limited 2013. All rights reserved.
*Italic font material in this document hasbeen sourced from ITIL®2011core publications.

No part of this document may be reproduced in any form without the written permission of both Excelr and
AXELOS Limited. Permission can be requested at [email protected] and [email protected]

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1. ITIL® KEYCONCEPTS

 1980 – Office of Government Commerce initiated collection  

and adoption of best practices

 1989 – First official version published

 2002 – Version 2 published

 Service Support, Service Delivery & Service Desk

 2007 – Version 2007 was released

 Major revision with service lifecycle approach

 2011 – Improved consistency across core publications

ITIL® EVOLUTION

Copyright © Excelr Soulutions and AXELOS Limited 2013. All rights reserved.
*Italic font material in this document hasbeen sourced from ITIL®2011core publications.

No part of this document may be reproduced in any form without the written permission of both Excelr and
AXELOS Limited. Permission can be requested at [email protected] and [email protected]

14


1. ITIL® KEYCONCEPTS

ITIL® SERVICE LIFECYCLE - OVERVIEW

Continual  

service  

improvement

Copyright © Excelr Soulutions and AXELOS Limited 2013. All rights reserved.
*Italic font material in this document hasbeen sourced from ITIL®2011core publications.

No part of this document may be reproduced in any form without the written permission of both Excelr and
AXELOS Limited. Permission can be requested at [email protected] and [email protected]

15

Service  

transition

Service

strategy

Service  

Operation

Service  

design

© AXELOS copyright 2013. Reproduced under licence ofAXELOS Limited


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