The ITIL Training Group

The ITIL Training Group - offer an online course planned particularly to get ready members for the examination prompting the Foundation Certificate in IT Service Management. See HERE for points of interest.

THE ISO 20000 AND BS15000 STANDARDS
The ITSM scene changed essentially with the production of the worldwide administration standard, ISO 20000. This really comprises of an arrangement of two related archives :
  • ISO 20000:1 A particular for ITSM
  • ISO 20000:2 An itemized code of training for ITSM 
The ITIL Training Group

Surprisingly, a comprehensively perceived and certifiable system now exists for the execution of administration forms inside an association. ISO 20000 is obviously lined up with ITIL, and is probably going to end up plainly a standout amongst the most broadly received global guidelines.

NOTE: ISO 20000 (in the past BS15000) is the world's first standard for IT benefit administration. For point by point data, visit the sister site of this entrance: The ISO 20000 Directory.

ITIL Service Desk Overview

ITIL Service Desk Overview - In ITIL v3 there are now 4 functions Service desk, Technical management, Application management and IT operations management. The Service Desk, nevertheless cannot be understated how critical it is to the success of any IT organization. Ever-increasing Customer demands and the globalization of companies, requires the delivery of a world-class service. The service in turn provides major competitive advantage and is becoming the difference between success and failure. Efficient high quality support of the computing infrastructure and its Customers is critical to the achievement of corporate business goals.

 ITIL Service Desk Overview


To achieve their IT service support and associated business objectives many organisations have adopted the Service Desk approach. This provides a central point of contact for handling customer and user issues along with others related to IT service provision.

Customers and users call the Service Desk when an Incident occurs or when they have a query or issue. The Service Desk provides a single contact point for Customers and Users and is there to log, track and manage any issues that are brought to its attention. It will normally use software or Service Management Tools to support its activities, as a paper-based approach is usually impractical in all but the smallest of organisations. It will typically provide first level IT service support and accurate management reports on various aspects of IT service provision (including Incident and Problem Management statistics).

The Service Desk will provide immediate feedback for severe and business critical Incidents, or daily, weekly monthly feedback as required. The Incident, Problem and ITIL Change Management lifecycles can also be co-ordinated or driven through the front line of the Service Desk.

Anyone in the organisation should be able to log an Incident at any time. The first impressions of Customers, Users and management of the service provided by the Service Desk could include:

            Clearly improves the quality of the IT service provision
            Effective in resolving queries, Incidents and Problems
            A point of human contact that is seen as knowledgeable and capable
            Provides timely responses to queries, Incidents and Problems as defined in SLAs
            Provides reliable information that improves staff confidence and reduces conflicts
            Gives the impression that the business is making the best use of its IT Services

It is essential to have the ability to log the Incidents in a central database or integrated Service Management Tool as this reduces duplication of effort and provides the ability to easily track and update events. This provides an audit trail speeds resolution and updates to Customers and Users. Management Information and reporting are also critical outputs from the tool. This enables factual based decisions to be made by Senior Management regarding the improvement of Service provision.

Some of the key objectives for a successful Service Desk are:

            Service is focused on customers and users
            Information is held centrally
            Information is used for auditing and reporting
            Generating statistics to assist reporting and planning
            Reducing the number of calls through analysis and training
            Service seen as being cost-effective
            Faster incident resolution
            Improved skill levels supporting IT services
            Improved IT services and better resilience
            Information available to allow preventive measures to be developed

ITIL Service Management

ITIL Service Management - ITIL is the most perceived structure for IT benefit administration on the planet. Conveying a durable arrangement of best-hone direction drawn from open and private parts universally, ITIL helps specialist organizations with best-rehearse direction on the arrangement of value IT administrations, and the procedures, capacities and different abilities expected to help them.

ITIL Service Management
ITIL Service Management


ITIL gives a precise and expert way to deal with the administration of IT administrations. Embracing its direction offers clients a colossal scope of advantages that include :

  • Lessened expenses
  • Enhanced esteem creation
  • Enhanced IT benefits using demonstrated best-rehearse forms
  • Enhanced consumer loyalty through a more expert way to deal with benefit conveyance
  • Arrangement with business needs, including the advancement of a business point of view
  • Enhanced efficiency
  • Top notch IT benefits that advantage the business client
  • An adjusted and adaptable way to deal with benefit arrangement
  • All around composed administrations which address clients' issues - now and later on
  • Capacity to embrace and adjust to reflect business needs and development.

ITIL V3 Foundation Certification

ITIL v3 Foundation affirmation exam for more than 2 months, perusing a wide range of reference books and doing test ITIL exam questions. I at long last passed the ITIL v3 Foundation (2011) examination on 7 June, 2014 with a score of 95% (38/40).

ITIL V3 Foundation Certification
ITIL V3 Foundation Certification

The following are the suggested arrangement of perusing the ITIL presents on this site on enable you to explore your ITIL exam process :

After an inside and out research of the ITIL exam prerequisites, I have discovered the great part is that there is NO training or experience necessities and the ITIL confirmation will never terminate. Anybody wishing to get ITIL Foundation confirmed can do as such with self-contemplate. The not all that great part is anyway it is exceptionally hard to sit just the ITIL Foundation exam without purchasing the investigation course in a package (e.g. Simplilearn ITIL 2011 Foundation Training - Note: Simplilearn offers rebate coupons every once in a while, you may attempt the coupon code SPRING50 to get half off on ITIL v3 Foundation Exam course). On the off chance that you are a PMP, taking a course will have the additional advantages of enabling you to guarantee Category A PDU (unbounded) rather than Category C (which would expect you to give loads of confirmation).

In all honesty, the ITIL v3 Foundation exam is not very troublesome. Nonetheless, becoming acquainted with how to enroll and get ready for the ITIL exam is to some degree more troublesome. That is the reason I am posting this ITIL Foundation travel on my blog to help individual ITIL competitors to get the capability simpler. It is conceivable that you can pass the exam with possibly 14 days of serious examination.

The ITIL Software Scheme

Presentation - Through the Cabinet Office, the APM Group has set up an ITIL Software Scheme which permits programming instrument sellers to acquire support for an ITIL-based device. Support permits instrument sellers to hold a substantial Trade Mark License and utilize the Process Compliant identification.

How the plan functions - The plan works through Licensed Software Assessors whereby programming device sellers apply to have an instrument evaluated with a specific end goal to get a proposal.

Authorized Software Assessors are free appraisal bodies, giving suggestions to APM Group on the devices surveyed. Apparatuses will be evaluated by qualified industry specialists who must meet the criteria as set by APM Group.

The ITIL Software Scheme
The ITIL Software Scheme

Programming device merchants are welcome to apply to any Licensed Software Assessor so as to get their support.

It would be ideal if you see the Licensed Assessors page for additional data.

Authorized Software Assessors survey programming apparatuses in light of one of three levels: Bronze, Silver or Gold, and 100% consistence to the ITIL forms that the device cases to be consistent with. If it's not too much trouble see additional data on the Mandatory Assessment Criteria here. The three levels of appraisal are as per the following:

ITIL Process Compliant Gold

Item (counting procedures and client documentation) has a minimum three "underway" clients that have actualized and are utilizing the item and are cheerful to reference that they are utilizing the device to computerize the evaluated procedure as per ITIL. Confirmation of client usage of the examined item from the client (letter-headed paper) supporting their utilization of it is required with no less than one bit of client prove. Evidence should express that they have the instrument conveyed underway and they are utilizing the apparatus to mechanize the evaluated procedure as per ITIL.

ITIL Process Compliant Silver

Item (counting procedures and client documentation) has no less than three "underway" clients. Evidence of item arrange by client on letter-headed paper is required (qualities might be blanked out) expressing that the apparatus, including right form, is sent underway.

ITIL Process Compliant Bronze

Item, procedures and client documentation have passed the evaluation.

For the reasons for the ITIL Software Scheme, clients are outsider clients. Any number of ITIL procedures can be surveyed and a similar instrument can be evaluated on various levels.

The Process Compliant Badge

The ITIL Software Scheme offers a logo to everybody that the Cabinet Office grants with support and ensuing Trade Mark permit. The logo consolidates the prominent whirl picture, alongside the ITIL Trade Mark with wording to affirm that the item has been properly authorized by the Cabinet Office.

  • Advantages to instrument merchants
  • The capacity to exhibit quality-evaluated programming for consistence to ITIL Best Practices;
  • Ease of use confirmation for end clients;
  • Utilization of the Process Compliant Badge.