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PC0-001 exam Dumps Source : ITIL 2011 Foundation
Test Code : PC0-001
Test denomination : ITIL 2011 Foundation
Vendor denomination : PEOPLECERT
: 131 existent Questions
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ITIL outlines tactics and practices for productive, low in cost and business-centric IT carrier administration...
youngsters numerous paradigms exist, the IT Infrastructure Library (ITIL) has emerged as some of the premier-commonly used and commonly practiced methods for IT provider management (ITSM). ITIL service management contains an established set of approaches, methods and initiatives that uphold IT groups convey and manage computing capabilities to the company. ITIL publications, below Crown Copyright, benevolent the groundwork for alien common ISO/IEC 20000.
Following ITIL techniques and approaches permits a company to shape a lore middle that enhances company techniques. focused information core investments add cost to the enterprise by using creating a foundation for deliberate IT activities, ensuring compliance and performing with measurable, ongoing development.
ITIL doesn't aspect confident records core technologies or focus on deploying or managing confident technologies. it is enterprise- and expertise-agnostic, so it addresses the widest feasible latitude of industry sizes and product choices. for instance, ITIL discusses outsourcing to service suppliers and offers a passage to evaluate the economic implications of outsourcing, but does not impose the passage to engage with selected outsourcing providers.
ITIL 2011 provider management
each and every ITIL revision goals to multiply the analytic organization and company relevance of the service administration strategy.
The ITIL 2011 edition covers 26 procedures spread throughout five principle publications that talk about method, design, transition, operation and growth.
The service passage booklet tackles a market-driven passage to providing IT features. It describes various management methods that assist groups perform the top-quality outsourcing decisions with the top-rated monetary benefits.
The carrier Design engage shows how planned IT capabilities affect the bigger enterprise. It covers IT features design practices and technology carrier beginning, as well as provider management tools, ITIL service attend approaches, and the provide chain supporting the provider. confident administration approaches encompass provider-level, availability, capacity and protection management.
The provider Transition booklet explains processes that translate company needs into specific IT functions. ITIL service management dictates that you just passage these translations as initiatives, and the service Transition ebook covers a passage to control alterations to the enterprise atmosphere. Transitions comprehend change administration, asset and configuration administration, software unlock or deployment management, provider checking out and so forth.
The carrier Operation publication gives a collection of practices to uphold businesses bring the necessary provider degrees to personnel, partners and shoppers -- the Part of the ITIL lifecycle where IT basically delivers value. ITIL provider practitioners learn how to tackle hobbies and incidents, fulfill requests, exploit problems and authenticate id security.
The persistent carrier improvement engage helps corporations identify the position provider alterations are vital and modify features to altering enterprise wants on an ongoing foundation -- total while conserving manage and measuring the results of their changes. This involves defining dimension aspects and then gathering, processing and inspecting the facts. When evolution is needed, the IT crew implements alterations, evaluates the effect and, from that data, formulates more changes. it subsist an ongoing manner.
practicing and certification for ITIL
ITIL practitioners require formal certification, which is managed via the ITIL Certification management Board and administered commercially via the APM community constrained. exam suppliers encompass Peoplecert, Pearson VUE, Prometric and many others.
ITIL 2007 and 2011 types exhaust four stages of certification, in keeping with credit: basis, Intermediate, skilled and master. A candidate that passes the fundamental exam receives a basis certification and two credit.
Candidates looking for Intermediate ITIL certification must pursue a orbit of lifecycle modules (three credits every) or means modules (four credit each) to gain the sixteen credit.
expert-stage ITIL certification requires not less than 22 credits from quite a few Intermediate modules, including an extra five credits earned from a finished "Managing throughout the Lifecycle" exam.
A master-level ITIL certification is greater evaluation-based, requiring professional ITIL certification and as a minimum five years of journey in a high-level ITSM position.
a lot of training companies present a composite of written, online, reside lecture latitude and different materials to prepare for the ITIL exam. The amount of time and exertion that goes into an ITIL certification varies dramatically reckoning on the nature of gaining lore of automobiles and the very own attention committed to the effort.
The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of most appropriate practices for offering IT features. ITIL has passed through a few revisions in its history and at present contains 5 books, every covering a number of procedures and tiers of the IT service lifecycle. ITIL’s systematic approach to IT carrier management can aid groups manage risk, give a boost to customer members of the family, set up within your budget practices, and construct a sturdy IT atmosphere that enables for increase, scale and alter.
Developed by passage of the British government's censorious desktop and Telecommunications agency (CCTA) total the passage through the Nineteen Eighties, the ITIL first consisted of greater than 30 books, developed and launched over time, that codified foremost practices in counsel expertise amassed from many sources (together with companies' foremost practices) everywhere. IBM, as an instance, says that its 4-extent sequence on systems-management concepts, A administration device for assistance systems, universal as the Yellow Books, provided a must-have enter into the daily ITIL books.
In April 2001, CCTA, along with a number of different businesses, were rolled into the office of government Commerce (OGC), which is now regular as the cabinet office. The OGC adopted the challenge as a Part of its mission to drudgery with the U.okay. public sector as a ferment to achieve effectivity, value for funds in industrial actions, and superior success in the birth of courses and tasks.
The purpose wasn't to create a proprietary product that may subsist commercialized; rather, it turned into to acquire ultimate practices that may aid with what the executive recognized changed into an expanding dependence in the govt on IT combined with a painful lack of common approaches that subsist pleased been increasing fees and enabling errors to perpetuate. It instantly grew to become obvious that distributing these finest practices would income each public and personal-sector organizations.
through the years, ITIL's credibility and utility grew to subsist recognized, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 carrier management average, the first alien common for IT provider management; it's in keeping with British typical BS15000.
considering that 2013, ITIL is owned by using Axelos — a joint venture between the cupboard workplace and Capita. Axelos offers businesses the license to perform exhaust of the ITIL framework, whereas managing updates and procedure adjustments. despite the fact, to exhaust ITIL internally, organizations don't subsist pleased a license. ITIL v3 became launched in 2011, below the cupboard workplace, bringing updates to the 2007 version published under OGC.
In 2018, Axelos announced ITIL 4 – an incredible overhaul to the entire framework and the largest trade in view that ITIL v3 was posted in 2007. ITIL 4, which total started rolling out in Q1 of 2019, presents a extra agile, bendy and customizable edition of ITIL this is up-to-date for modern agencies. The latest edition encourages much less siloes, extra collaboration, verbal exchange throughout the complete industry and integrating agile and DevOps into ITSM suggestions.
What's in the ITIL?
The ITIL has undergone a few revisions in its historical past. The fashioned 30 books of the ITIL had been first condensed in 2000 (when ITIL V2 was launched) to seven books, each wrapped around an aspect of IT administration. Later, the ITIL Refresh challenge in 2007 consolidated the ITIL to five volumes which includes 26 procedure and services – here is spoke of as the ITIL 2007 edition. In 2011, an additional update — dubbed ITIL 2011 — became published beneath the cupboard workplace. The 5 volumes remained, and ITIL 2007 and ITIL 2011 remained similar.
ITIL four, which became released in 2019, maintains the identical focus on automating methods, improving service administration and integrating the IT department into the enterprise. although, it too updates the framework to accommodate and reply to contemporary know-how, tools and utility. considering ITIL’s remaining replace, the IT branch has grown to become censorious to every company and the brand novel framework accommodates this by using being more agile, bendy and collaborative.
ITIL 4 contains nine guiding ideas that were adopted from probably the most recent ITIL Practitioner examination, which covers organizational exchange administration, conversation and size and metrics. These principles consist of:
center of attention on price
Design for event
delivery where you are
have a behold at without delay
keep it primary
The most up-to-date edition of ITIL makes a speciality of company lifestyle and integrating IT into the basic industry constitution. It encourages collaboration between IT and different departments, specifically as different enterprise gadgets more and more depend on expertise to catch drudgery achieved. ITIL 4 additionally emphasizes customer comments, due to the fact that it’s less complicated than ever for companies to subsist pleased in mind their public perception, customer delight and dissatisfaction.
For greater assistance on the advantages of the latest version of ITIL, behold “ITIL 4: ITSM gets agile.”
How carry out I save ITIL into observe?
ITIL is a group of e-books, but purely going on a reading binge may not multiply your IT operations. First, you ought to wrap your mind around the concepts after which catch staff buy-in. Getting some IT personnel to adopt novel processes may too subsist enjoy herding cats, but there are apparatus that can help.
together with the ITIL comes a total suite of consulting, practicing and certification services. From the early 1990s, certifications had been administered with the aid of two independent their bodies: EXIN and ISEB, reckoning on your region. the two bodies shaped an alliance on the End of 2006 to additional IT service administration.
seeing that 2014, Axelos is the proprietor of the ITIL personnel certification and tests are administered via approved practicing corporations (ATOs). Accreditations are administered by Strategic Examination Institutes (EIs). EIs deserve to subsist authorised directly via Axelos with the purpose to present accreditation to ATOs.
earlier than imposing ITIL at your corporations, there are several questions subsist confident to answer, corresponding to what problems your company is making an attempt to solve and what's your route to perpetual carrier improvement.
For a deeper resolve inserting ITIL into apply, behold "7 questions to inquire before imposing ITIL" and "a passage to catch began with ITIL."
what's ITIL certification and is it cost it?
The ITIL v3 certification scheme prior to now consisted of five tiers: foundation, Practitioner, Intermediate, knowledgeable and grasp. each degree required a far better depth of competencies and figuring out of ITIL. The certification scheme under ITIL four has been streamlined to encompass the ITIL foundation and the ITIL master exams. The ITIL foundation exam has two paths, ITIL Managing skilled (MP) or ITIL Strategic leader (SL), which every subsist pleased their own modules and tests.
The ITIL Managing skilled (MP) exam is designed for IT practitioners who're concerned with know-how and digital groups throughout the company, not simply within the IT department. This route will train experts every slight thing they should know about operating a hit IT initiatives, groups and workflows.
Modules consist of:
ITIL specialist – Create, bring and support
ITIL specialist – power Stakeholder price
ITIL expert – extreme pace IT
ITIL Strategist – Direct, diagram & enrich
The ITIL Strategic leader (SL) exam is designed for people that contend with “all digitally enabled functions,” and never just those who tumble below IT operations. This route focuses on how expertise directs enterprise approach and how IT performs into that.
ITIL Strategist – Direct, diagram & improve
ITIL leader – Digital & IT strategy
both paths can cause the ITIL master exam, which is the optimum degree of certification which you can obtain with ITIL four.
For these already in the core of working against a ITIL v3 certifications, credit will transfer over to the novel certifications. Axelos recommends that total ITIL certification candidates proceed the route towards ITIL master.
For in-depth evaluation of ITIL certification, behold "What ITIL certifications carry weight to your IT administration practices."
How can ITIL enhance my enterprise's enterprise efficiency?
A well-run IT company that manages possibility and keeps the infrastructure humming no longer most effective saves funds, nonetheless it too permits the enterprise people to carry out their jobs greater with ease. for instance, brokerage company Pershing reduced its incident response time by means of 50 percent within the first 12 months after restructuring its service desk based on ITIL instructions, enabling users with issues to catch again to drudgery an terrible lot extra instantly.
ITIL provides a scientific and skilled strategy to the administration of IT service provision, and presents here merits:
reduced IT expenses
more suitable IT services by utilizing proven finest exercise methods
greater consumer satisfaction through a more skilled approach to service beginning
necessities and assistance
enhanced exhaust of expertise and experience
enhanced delivery of third-celebration services throughout the specification of ITIL or BS15000 because the typical for carrier start in capabilities procurements
according to Axelos, ITIL can too attend companies multiply features by means of:
helping agencies manage possibility, disruption and failure
strengthening client family members with the aid of “providing efficient features that meet their wants”
organising low in cost practices
constructing a sturdy atmosphere that nonetheless enables for boom, scale and change.
For a deeper behold at the passage to catch probably the most from ITIL, behold "5 steps to successful ITIL adoption."
what's going to ITIL charge?
Getting total started contains the buy of the ITIL both as hardcopy, PDF, ePub or via a web subscription directly from Axelos. Then there may subsist the can freight of training, which fluctuates every year. The route leading to the prefatory basis certificates usually runs for two days, and courses leading to higher certifications can subsist a week or extra.
Add to that the inevitable can freight of re-engineering some methods to conform to ITIL guidelines, and adjustment of aid desk or other application to catch the counsel you want for tracking and generating metrics.
there is, incidentally, no such aspect as "ITIL-compliant" application; the ITIL is a framework, now not a standard. Some aid desk and administration software has been engineered with ITIL practices in mind, although, and so will lend themselves improved to groups working within the framework.
Examples of application and services designed with ITIL and ITSM in intellect include:
Samange: presents service desk automation with the ITIL framework in mind
InvGate carrier Desk: a web-based ITIL-in a position carrier that boasts a user-friendly interface
ManageEngine ServiceDesk Plus: internet-primarily based aid desk and asset administration utility that is obtainable in an ITIL version
vision Helpdesk: A multifunction provider desk retort with ITIL integration
How long will an ITIL challenge take?
ITIL is not a "venture"; or not it's an ongoing adventure to enrich IT service administration. most useful practices requisite to subsist baked into every thing, and that they subsist pleased to evolve because the industry evolves. With IT staff purchase-in, alterations can start once team of workers are educated, and some results should noiseless subsist lucid within weeks or months. passage adjustments carry out win time, however, as entrenched uncertain practices are rooted out and modified (and, potentially, personnel adjustments happen), however many organizations subsist pleased mentioned gigantic discount rates after their first 12 months.
To catch a better conception of what it will win to adopt and save in force ITIL, which you can flick through case reviews on the Axelos site. recent case stories consist of corporations enjoy Sony and Disney — two companies with titanic IT operations to control.
What rate reductions can i are expecting?
organisations and public sector agencies which subsist pleased successfully implemented ITIL top-rated practices document big savings.
as an instance, in its benefits of ITIL paper, crimson Elephant reports that Procter and Gamble saved about $500 million over 4 years through decreasing aid desk calls and improving working methods. Nationwide assurance executed a forty % discount in device outages and estimates a $4.three million ROI over three years, and Capital One reduced its "business crucial" incidents by passage of ninety two p.c over two years. After three years of ITIL implementation, woodland items industry MeadWestvaco claimed to subsist pleased eliminated more than $100,000 annually in IT protection contracts and identified a 10 p.c profit in operational steadiness due to ITIL.
without purchase-in and cooperation from IT team of workers, although, any implementation is confident to fail. Bringing most efficient practices into a firm is as a considerable deal a PR job because it is a technical exercise.
other criticisms encompass the undeniable fact that it’s inconceivable to plot for every failure, event or incident so it’s no longer an exact science. basically, you received’t understand the accurate ROI on ITIL except you save in force it inside your company and exhaust it conveniently. finally, due to the fact that ITIL is a framework, it can handiest subsist as a success as company buy-in allows for. Embracing certifications, training and investing within the shift will uphold enhance the probabilities of success and rate reductions.
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What is ITIL?
The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of best practices for delivering IT services. ITIL has gone through several revisions in its history and currently comprises five books, each covering various processes and stages of the IT service lifecycle. ITIL’s systematic approach to IT service management can attend businesses manage risk, strengthen customer relations, establish cost-effective practices, and build a stable IT environment that allows for growth, scale and change.
Developed by the British government's Central Computer and Telecommunications Agency (CCTA) during the 1980s, the ITIL first consisted of more than 30 books, developed and released over time, that codified best practices in information technology accumulated from many sources (including vendors' best practices) around the world. IBM, for example, says that its four-volume train on systems-management concepts, A Management System for Information Systems, known as the Yellow Books, provided vital input into the original ITIL books.
In April 2001, CCTA, along with several other agencies, were rolled into the Office of Government Commerce (OGC), which is now known as the Cabinet Office. The OGC adopted the project as Part of its mission to drudgery with the U.K. public sector as a ferment to achieve efficiency, value for money in commercial activities, and improved success in the delivery of programs and projects.
The goal wasn't to create a proprietary product that could subsist commercialized; rather, it was to accumulate best practices that could assist with what the government recognized was an increasing dependence within the government on IT combined with a painful lack of gauge procedures that were increasing costs and allowing errors to perpetuate. It quickly became lucid that distributing these best practices would profit both public and private-sector organizations.
Over the years, ITIL's credibility and utility became recognized, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 Service Management standard, the first international gauge for IT service management; it is based on British gauge BS15000.
Since 2013, ITIL is owned by Axelos — a joint venture between the Cabinet Office and Capita. Axelos gives businesses the license to exhaust the ITIL framework, while managing updates and process changes. However, to exhaust ITIL internally, organizations carry out not requisite a license. ITIL v3 was released in 2011, under the Cabinet Office, bringing updates to the 2007 version published under OGC.
In 2018, Axelos announced ITIL 4 – a major overhaul to the entire framework and the biggest change since ITIL v3 was published in 2007. ITIL 4, which started rolling out in Q1 of 2019, offers a more agile, springy and customizable version of ITIL that is updated for modern businesses. The latest version encourages less siloes, more collaboration, communication across the entire industry and integrating agile and DevOps into ITSM strategies.
What's in the ITIL?
The ITIL has gone through several revisions in its history. The original 30 books of the ITIL were first condensed in 2000 (when ITIL V2 was launched) to seven books, each wrapped around a facet of IT management. Later, the ITIL Refresh Project in 2007 consolidated the ITIL to five volumes consisting of 26 process and functions – this is referred to as the ITIL 2007 edition. In 2011, another update — dubbed ITIL 2011 — was published under the Cabinet Office. The five volumes remained, and ITIL 2007 and ITIL 2011 remained similar.
ITIL 4, which was released in 2019, maintains the very focus on automating processes, improving service management and integrating the IT department into the business. However, it too updates the framework to accommodate and retort to modern technology, tools and software. Since ITIL’s terminal update, the IT department has grown to become integral to every industry and the novel framework accommodates this by being more agile, springy and collaborative.
ITIL 4 contains nine guiding principles that were adopted from the most recent ITIL Practitioner Exam, which covers organizational change management, communication and measurement and metrics. These principles include:
Focus on value
Design for experience
Start where you are
Keep it simple
The newest version of ITIL focuses on company culture and integrating IT into the overall industry structure. It encourages collaboration between IT and other departments, especially as other industry units increasingly depend on technology to catch drudgery done. ITIL 4 too emphasizes customer feedback, since it’s easier than ever for businesses to understand their public perception, customer satisfaction and dissatisfaction.
For more information on the benefits of the latest version of ITIL, behold “ITIL 4: ITSM gets agile.”
How carry out I save ITIL into practice?
ITIL is a collection of e-books, but merely going on a reading binge won't ameliorate your IT operations. First, you subsist pleased to wrap your brain around the concepts and then catch staff buy-in. Getting some IT personnel to adopt novel procedures can subsist enjoy herding cats, but there are tools that can help.
Along with the ITIL comes a total suite of consulting, training and certification services. From the early 1990s, certifications were administered by two independent bodies: EXIN and ISEB, depending on your location. The two bodies formed an alliance at the End of 2006 to further IT service management.
Since 2014, Axelos is the owner of the ITIL personnel certification and exams are administered by Accredited Training Organizations (ATOs). Accreditations are administered by Strategic Examination Institutes (EIs). EIs requisite to subsist accredited directly by Axelos in order to proffer accreditation to ATOs.
Before implementing ITIL at your organizations, there are several questions you should answer, such as what problems your organization is trying to solve and what is your route to perpetual service improvement.
For a deeper behold at putting ITIL into practice, behold "7 questions to inquire before implementing ITIL" and "How to catch started with ITIL."
What is ITIL certification and is it worth it?
The ITIL v3 certification scheme previously consisted of five levels: Foundation, Practitioner, Intermediate, Expert and Master. Each flush required a stronger depth of lore and understanding of ITIL. The certification scheme under ITIL 4 has been streamlined to comprehend the ITIL Foundation and the ITIL Master exams. The ITIL Foundation exam has two paths, ITIL Managing Professional (MP) or ITIL Strategic Leader (SL), which each subsist pleased their own modules and exams.
The ITIL Managing Professional (MP) exam is designed for IT practitioners who are involved with technology and digital teams throughout the organization, not just in the IT department. This path will educate professionals everything they requisite to know about running successful IT projects, teams and workflows.
ITIL Specialist – Create, Deliver and Support
ITIL Specialist – Drive Stakeholder Value
ITIL Specialist – tall Velocity IT
ITIL Strategist – Direct, diagram & Improve
The ITIL Strategic Leader (SL) exam is designed for those who deal with “all digitally enabled services,” and not just those that tumble under IT operations. This path focuses on how technology directs industry strategy and how IT plays into that.
ITIL Strategist – Direct, diagram & Improve
ITIL Leader – Digital & IT Strategy
Both paths can lead to the ITIL Master exam, which is the highest flush of certification you can achieve with ITIL 4.
For those already in the middle of working towards a ITIL v3 certifications, credits will transfer over to the novel certifications. Axelos recommends that total ITIL certification candidates continue the path towards ITIL master.
For in-depth analysis of ITIL certification, behold "What ITIL certifications carry weight to your IT management practices."
How can ITIL ameliorate my company's industry performance?
A well-run IT organization that manages risk and keeps the infrastructure humming not only saves money, but it too allows the industry people to carry out their jobs more effectively. For example, brokerage firm Pershing reduced its incident response time by 50 percent in the first year after restructuring its service desk according to ITIL guidelines, allowing users with problems to catch back to drudgery much more quickly.
ITIL provides a systematic and professional approach to the management of IT service provision, and offers the following benefits:
reduced IT costs
improved IT services through the exhaust of proven best exercise processes
improved customer satisfaction through a more professional approach to service delivery
standards and guidance
improved exhaust of skills and experience
improved delivery of third-party services through the specification of ITIL or BS15000 as the gauge for service delivery in services procurements
According to Axelos, ITIL can too attend businesses ameliorate services by:
helping businesses manage risk, disruption and failure
strengthening customer relations by “delivering efficient services that meet their needs”
establishing cost-effective practices
building a stable environment that noiseless allows for growth, scale and change.
For a deeper behold at how to catch the most from ITIL, behold "5 steps to successful ITIL adoption."
What will ITIL cost?
Getting started involves the purchase of the ITIL either as hardcopy, PDF, ePub or through an online subscription directly from Axelos. Then there's the cost of training, which fluctuates each year. The course leading to the initial Foundation Certificate typically runs for two days, and courses leading to higher certifications can subsist a week or more.
Add to that the inevitable cost of re-engineering some processes to comply with ITIL guidelines, and adjustment of attend desk or other software to capture the information you requisite for tracking and generating metrics.
There is, by the way, no such thing as "ITIL-compliant" software; the ITIL is a framework, not a standard. Some attend desk and management software has been engineered with ITIL practices in mind, however, and so will lend themselves better to teams working within the framework.
Examples of software and services designed with ITIL and ITSM in mind include:
Samange: Offers service desk automation with the ITIL framework in mind
InvGate Service Desk: A web-based ITIL-ready service that boasts a user-friendly interface
ManageEngine ServiceDesk Plus: Web-based attend desk and asset management software that is available in an ITIL edition
Vision Helpdesk: A multifunction service desk solution with ITIL integration
How long will an ITIL project take?
ITIL is not a "project"; it's an ongoing journey to ameliorate IT service management. Best practices subsist pleased to subsist baked into everything, and they subsist pleased to evolve as the enterprise evolves. With IT staff buy-in, changes can commence once staff are trained, and some results should subsist lucid within weeks or months. Process changes carry out win time, however, as entrenched tainted practices are rooted out and modified (and, potentially, staff changes occur), but many companies subsist pleased reported substantial savings after their first year.
To catch a better concept of what it will win to adopt and implement ITIL, you can browse through case studies on the Axelos website. Recent case studies comprehend companies enjoy Sony and Disney — two companies with massive IT operations to manage.
What savings can I expect?
Corporations and public sector organizations that subsist pleased successfully implemented ITIL best practices report huge savings.
For example, in its Benefits of ITIL paper, Pink Elephant reports that Procter and Gamble saved about $500 million over four years by reducing attend desk calls and improving operating procedures. Nationwide Insurance achieved a 40 percent reduction in system outages and estimates a $4.3 million ROI over three years, and Capital One reduced its "business critical" incidents by 92 percent over two years. After three years of ITIL implementation, forest products company MeadWestvaco claimed to subsist pleased eliminated more than $100,000 annually in IT maintenance contracts and recognized a 10 percent gain in operational stability thanks to ITIL.
Without buy-in and cooperation from IT staff, however, any implementation is bound to fail. Bringing best practices into an organization is as much a PR job as it is a technical exercise.
Other criticisms comprehend the fact that it’s impossible to diagram for every failure, event or incident so it’s not an exact science. In reality, you won’t know the exact ROI on ITIL until you implement it within your organization and exhaust it effectively. Ultimately, since ITIL is a framework, it can only subsist as successful as corporate buy-in allows. Embracing certifications, training and investing in the shift will attend multiply the chances of success and savings.
While some IT professionals encounter this ITIL thing on their first day in a novel job, some others subsist pleased reached the role of Senior Software Engineer at the ripe age of 26 before being exposed to it. What is it and why would anyone working in a startup keeping about a 30-year-old IT framework? The article sheds some light on this 250,000-exams-a-year phenomenon.
Startups physiognomy novel challenges as they grow and optimize; their context is different from that of Enterprises but some of the challenges are similar and there is guidance out there that could subsist useful to address these
ITIL is mostly known as the Enterprise approach (of the past) to IT Operations management, but there’s some less known rather useful stuff in there, too — mostly around services, customer value, and improvement
The concept of “service” is similar to “product”; its end-to-end view of value creation covers strategy, design, transition-to-live, and operation of the service, powered by feedback loops for continuous improvement
The scope of IT Service Management is wider than some approaches to (digital) product management — it puts less focus on product evolution and more on helping customers achieve their outcomes
ITIL in the books and ITIL in the wild watch to subsist very different things; many organizations claiming to ‘use ITIL’ subsist pleased implemented some practices while ignoring or going against the principles — fair enough, the imperceptibility of the principles would subsist pleased made even Waldo proud
You should read the ITIL books for ideas, not recipes; considering that you’re unlikely to even reckon reading those 2000 pages anyway, the best passage to familiarize yourself with the approach and catch pointers to what might subsist useful for your context is to read ITIL Practitioner (2016)
Skip to the “Useful stuff” section if you’re interested in examples, not the back-story and context-setting
Different contexts require different approaches — if there is one thing that the Cynefin framework has taught us, then this is it.
The IT industry has spent a lot of exertion and so much, oh so much money on optimization and standardization initiatives, often leading to business-halting rigidity. Yes, stability can subsist nice and is sometimes even required, but there are many situations where fewer controls are required to enable innovation, and more flexibility is required for decision-making.
Where the “old world” of IT focused on costs, standardization, and stability, the “new world” focuses on speed, resilience, and value delivery. No, they did not “do it wrong” back in the day, but what is practicable has changed. The IT Service Management (ITSM) industry was born in the worn world, yet some of the concepts there appear to subsist even more germane today than they were a few decades ago — especially the (renewed) focus on customer value.
As startups grow and scale, they start worrying about things enjoy paying customers, the stability of core operations, repeatable processes, and getting rid of that sheen of red on their poise sheets. Because some of these concerns might hit them by surprise, there’s often a sense of urgency in addressing them. One option would subsist to invent solutions from scratch, but in a growing company, not everything needs to subsist artisanal anymore. The other option would subsist to check what others subsist pleased done, learn from it, and behold how to adopt the learnings to their context, and continuously improve.
The IT industry has seen some of the aforementioned challenges before and has tried to address them in various ways, some more successful than others. As startups labour on finding the best ways of working for their context, familiarizing themselves with “prior art” could subsist useful — not to blindly copy solutions, but to learn about what worked or not, and why. Learning what should not subsist done is as useful as finding ideas to try out.
I believe that in ITIL, the best-known framework for ITSM, there are indeed some (hidden) nuggets of wisdom germane for startups. The following is a mingle of history, context-setting, development-tracking, and practice-mapping to create a link between ITIL and today’s world of startups. I will spend only a few paragraphs on sheer history at the beginning — I mediate it is primary for understanding the rest. abide with me, please.
ITIL is an IT Service Management framework that consists of publications, qualifications, a membership scheme, and accompanying services. ITIL is old, enjoy really old — the first version was released in 1989, which means it turns 30 this year. At the very time, it’s new, enjoy v_not_even_released_yet new — the latest edition of ITIL, called ITIL 4, is scheduled to subsist published in February 2019.
Over time, the number of publications one has to read to catch a plenary picture of what the framework is total about has been shrinking. The first version had the guidance distributed across more than 30 loosely coupled books which shrank down to 20+ mostly-ignored-except-for-two books for v2, and five only-trainers-have-read books for v3 / 2011. ITIL 4 comes with one book, at least initially, with plans for several more in the coming years. They shall see.
ITIL originated in the UK, so they can drawl it’s a European thing — for the time being, at least. Some countries subsist pleased embraced it fully —e.g. the Netherlands, where to-be IT professionals catch their ITIL certificates already bundled with their birth ones, or the Scandinavian countries with hourly ITIL Foundation courses. Former colonies, on the other hand, carry out sometimes subsist pleased a tenacious “not invented here” vibe going on, which might construe why ITIL is relatively more widespread in Europe than in the US.
Those who subsist pleased even heard about ITIL without the suffer of working for years in Enterprise IT often associate it with “tickets” or the ever-wonderful combination of lengthy forms and weekly meetings commonly known as the “CAB”, or Change mistakenly-used-as-Approval Board. For some with just startup experience, the only exposure to ITIL might subsist the bedtime stories presented at DevOps conferences.
Something sounds familiar
It is primary to recall that the requisite for ITIL came from a very different IT setup compared to that of today’s startups. IT had a supporting, not central role in the organizations’ daily operations and many IT projects were about digitalizing existing processes, rather than upright innovation.
Funnily enough, many organizations are noiseless doing this today — or, in some cases, just starting to — under the denomination of Digital Transformation. But hey, the future is most definitely not evenly distributed.
IT was there to uphold industry processes, to perform them faster or cheaper or more age or black-belt-worthy, whatever the sales pitch from the vendor or consultancy was, and while sometimes it seemed to drudgery rather well, in many other cases, lots of novel challenges emerged, sometimes with devastating consequences. Some of the practices that seemed to subsist working well were collected and documented, and this later came to subsist known as ITIL. I believe those more close with the DevOps world can relate.
The denomination “ITIL” used to stand for “IT Infrastructure Library”. Yeah — that’s where the focus was at that time. Nowadays it is total so completely different, with total the discussions about cloud computing and containers and serverless and … but I digress, apologies.
The requisite for not speed
Over time, the focus in Enterprises shifted away from the novelty aspects of managing IT (infrastructure) to understanding the rationale of spending even a dime to fund the growing budgets of IT departments. The initial questions of ‘What can IT carry out for us?’ and ‘How can they perform it work?’ were replaced with ‘We requisite IT to carry out more, for less!’ and ‘Make confident it doesn’t break!’ edicts. The cute IT pony had turned into an Enterprise draft horse.
This too brought a stronger specialization into IT — from different specialists (e.g. infrastructure, software development, databases, operations) working together in one team to being split into specialist teams, with total the habitual communication and alignment challenges one can expect to behold in the Enterprise. In other words, they moved away from DevOps.
The ITIL guidance evolved accordingly. There now was more talk about costs (including outsourcing) and stability (including change controls), less talk about technical practices (including for software evolution and testing), and a few largely-ignored inklings of ideas about industry value.
One of the concepts that was strongly advocated in the ITIL guidance was the service provider / customer collaboration view, which over time in existent life morphed into “The Business” telling to “IT” what they want in the configuration of requirements, and “IT” responding to that with novel applications that they now called “services” because of their recent ITIL “implementation”.
Some of those applications were built in-house, but more and more software coming to the Enterprise was either Commercial Off The Shelf (COTS) or developed by partners under the watchful eye of the PMO. The wall between evolution and Operations that was heightened with specialization became ever higher with outsourcing, and organizations encountered various piquant situations where e.g. the cost of changes to the application even before it was released exceeded that of the initially agreed evolution work. And, well, “The Business” was noiseless rather unhappy when they finally saw what their money had paid for — both the applications and the ever-growing wall of confusion, to subsist honest.
The problems resulting from the disconnect between various parts of IT that were noiseless in-house became too titanic to hide, not to mention the growing disconnect between “IT” and “The Business”. Innovative organizations (by the measures of that time, at least) started paying more attention to the end-to-end visibility and collaboration. “IT and industry alignment” in service management was reputed to subsist replaced with “IT and industry convergence” and such. Ahem.
There is noiseless disagreement even in the ITSM world over whether this model even makes sense, because why would you want to deal your colleagues as customers, rather than partners. My suffer tells me that “service” can indeed subsist a useful concept to exhaust for a value delivery vehicle, as it shifts the focus from the technical aspects to customer objectives and improvement. In some cases, at least — so this is not guaranteed to chance the jiffy you start claiming to subsist using service management.
Towards a more holistic view
In 2007, ITIL v3 was released. As you will quickly find out even when talking to “the ITIL guys”, v3 is a sensitive topic for more reasons than one, but it did bring in the concept of the end-to-end service lifecycle to supersede the loosely coupled and often-siloed-in-reality practices (that ITIL noiseless calls “processes”, although they’re anything but). The 2011 edition of ITIL, released in, well, 2011 partially addressed the challenges of v3, but for some, it was too late to supersede the pulled-out hair or cover the grey patches.
In 2014, the ITIL framework was taken over by the newly formed UK-based joint venture called AXELOS. By this time, the DevOps movement was in plenary oscillate and agile software evolution was the norm, not the exception, practicalities and real-world success aside. novel ways of working were in combat with what had become known as “ITIL” in many organizations — slow-moving queues of tickets bouncing back-and-forth between teams, lengthy request forms, rigid procedures, draconian controls, useless meetings, and the common emotion of disconnect and despair.
Some drawl these problems are symptomatic of ITIL because of its nature. Some disagree. And some are too assiduous getting drudgery done to win Part in companionable media debates. I subsist pleased seen too many organizations benefitting from leveraging the guidance in ITIL to believe it’s evil by nature, but I subsist pleased too seen many organizations struggling with making sense of it and/or avoiding the aforementioned problems. ITIL Practitioner guidance that was released in 2016 was a Part of the response to this challenge.
Wheels and spokes
The ITIL framework has seen the IT industry tear through several shifts, sometimes completely novel, sometimes iterations on what was there before. It is unlikely you’d find copious guidance in the tomes of ITIL on how to innovate or pivot because that was never the focus of the framework. There might subsist something useful for when you subsist pleased organize your product-market fit, though.
At the very time, I’m not epigram that startups can just copy guidance from the pages of ITIL and apply it, verbatim, to their organization. That would subsist an unwise thing to carry out for both startups and Enterprises alike. I’m too not epigram that the ITIL books are an smooth read — at 2000 pages, and with a lot of jargon, they are definitely not.
The next section will insert some of the concepts covered in ITIL and, in my opinion, too germane in the context of a scaling startup. I’ve brought these out so that you don’t subsist pleased to read total the ITIL books or tear through the certification program — there is a lot of (free) additional guidance available, and this passage you know what to search for if you want to learn more.
The useful stuff
Not total of the things described in ITIL subsist pleased organize their passage into organizations claiming to subsist pleased “implemented” ITIL. Also, some of the real-world practices in those organizations often falsely attributed to ITIL ignore total the warnings in the books or tear directly against the recommendations.
The main focus areas for ITIL in the existent world subsist pleased been in IT Operations (e.g. incident management), planning (e.g. availability management and capacity management), collaboration-but-actually-reporting (e.g. service flush management) and the intersection of IT Operations and Software evolution (e.g. change management, release management, etc.). Aspirationally too configuration management (CMDB, anyone?) but the success of this can mostly subsist measured in fees paid, not results achieved. Some of the key value-enabling areas — such as perpetual Service Improvement and Service Design — and the core principles subsist pleased often not received the attention they deserve or subsist pleased been completely ignored.
Those more close with what they subsist pleased gain to know as ITIL might want to read the following through the ‘ITIL: carry out as I say, not as I do’ lens because it might not align with their suffer of “ITIL in the wild”. Again, not a novel approach to those close with e.g. “Agile in the wild” and “Agile in books and companionable media exchanges”.
ITIL uses the concept of “service” to portray a vehicle for customer value delivery, keeping in mind the aspects of expected outcomes, costs, and risks. For any of this to work, the first step with services is to motif out who the customers are and what it is that they (think that they) need.
This links well to current discussions in the software product management domain, where a lot of drudgery exertion can subsist spent on assumed needs of imaginary customers, rather than on data-based customer insights.
Of course, a startup in its early days can subsist quite unsure about who their customers are or even whether the service they want to provide is of any value to anyone. The customers themselves might not know what their expected outcomes are. Searching for the right product-market proper works differently before there’s a satisfactorily big number of paying customers.
It is primary to note that they are talking about outcomes, not outputs here. Any investment remains output-focused (delivering e.g. additional computing power or novel functionality), and is, as such, an unjustified expenditure and a potential blow until it has been connected to expected industry outcomes. I’m not suggesting that the link should subsist made after the fact, quite the opposite, but potentially significant savings can subsist made today by assessing the current investment and initiative portfolio through a quick ‘And what exactly carry out they want to achieve with this, and why?’ analysis.
Services, architectures, tooling, processes, and procedures — all of it needs to subsist continually reviewed and improved as appropriate, to ensure the delivery of customer value and the achievement of industry outcomes.(Oh, this sounds so textbooky … apologies.)
The anguish is that perpetual improvement is often addressed as an afterthought, which in terms of “when” means “never, except in PowerPoint”. There seems to subsist a widely held credence that they should start thinking about perpetual improvement once everything else has been completed according to the diagram and to required standards — because then the “real work” is done and they finally subsist pleased time for this extra stuff, right?
It’s extraordinary how they noiseless sometimes mediate that basing developments and improvements on 5-year plans is a viable approach, given that the events in 1991 should subsist pleased conclusively shown where it leads. They noiseless appear to mediate that the world just stands still, waiting for us to hit the 5-year targets. Sure.
Instead, perpetual improvement should subsist Part of the work. A fundamental part, not a nice-to-have part. perpetual improvement should start on day one, not scheduled for after achieving that coveted flush 5 maturity.
Hint: most maturity models are context-insensitive and gain with tall costs and low gains; you might want to reconsider basing your improvements on a maturity assessment unless total highlighted action items are clearly linked to industry value. Maturity assessments can subsist useful in some contexts, but they are often abused and extended beyond their usefulness.
Also, perpetual improvement is usually best dash as a perpetual activity, not as a project or a program. mediate about asking for funding for a program that would immediately start fixing what you delivered earlier that week. ‘Can’t you carry out it properly the first passage around?’, your sponsor might ask. So yeah, don’t carry out that.
An end-to-end view of value delivery
This could subsist seen as fairly aspirational, as the context of ITIL is IT Service Management (ITSM) and in the existent world, ITSM rarely has the mandate to manage the total value stream from ideation to customer value realization. It has benevolent of worked for internal services (in some organizations) that sit in the domain of the IT Department, but not so well for externally focused and sold services. Usually, there are many teams and determination points before and after the drudgery done by the tech teams.
The concept is cool, though. recall when the early DevOps community realized — not enjoy Patrick hadn’t painted it red many times — that there was more to the world than Dev and Ops? Things enjoy QA and Security, for instance. So they got things enjoy DevSecOps. The most recent discovery is the usefulness of the budget holders, so now they sometimes talk about BizDevOps. Or BizDevSecQAOps. I’m obviously biased here, but I mediate the worn denomination “ITSM” is just so much shorter and simpler, isn’t it!
The wretched thing is that in the existent world, the ITIL “implementations” often ended up creating process-based silos along with the “not my job” attitude. So, instead of collaboration and flow, they got separate ticket queues, conflicting priorities, lack of transparency, and unhappy customers. At the very time, if you behold around those organizations, then there’s a tall casual you will behold many silos across the total organization, not just in IT. tear figure.
You might subsist pleased noticed that I exhaust double quotes around “implementation”. This is because no organization should implement ITIL, at least not in the common sense of “implementation” as encountered in the wild. The common approach usually leads to the means becoming the ends, and the industry rationale of “implementing X” is described as ‘then they subsist pleased X’. The best approach to ITIL is to a) motif out if it could subsist helpful to your organization, b) adopt the service mindset, and c) conform the guidance to your context and requirements. There is no one right passage to conform ITIL.
Single Point of Contact for support
I believe you are watchful that your customers carry out not keeping what your organization’s internal structure looks like, how many teams are involved in developing and maintaining the products and services, and which exact module or microservice is the one causing problems if things break.
The customer usually appreciates a separate point of contact for any issues or questions or requests they might have, not a list of email addresses for different uphold teams. It is your job to motif out how to route the drudgery internally while maintaining transparency and capturing the gold-worthy data the customers are providing after you messed something up or when they realized they’d enjoy to give you more money.
There are various models for how to design your uphold structures but in most cases, it is unproductive to subsist pleased e.g. your developers answering customer emails or complaints tweets. As much of uphold as practicable should subsist either automated or enabled by simple self-service. You don’t want to subsist pleased more tickets — you want the customer to catch what they need, as quickly and as simply as possible. And you should probably capture the data about repeating incidents and requests, as this allows you to perform germane improvements to your products and services.
The Guiding Principles
This is a relatively novel addition to ITIL and Part of the ITIL Practitioner Guidance. The nine Guiding Principles create a benevolent of net of constraints around service management initiatives — they won’t flaunt you what to carry out or how to carry out it, but they carry out attend you to check whether you’re on the right path. Although they were initially developed to point to how some of the underlying key ideas of ITIL link to those in DevOps, Agile, and Lean, I’ve seen these resonate really well with non-ITSM professionals, too.
Here they are, in no particular order (although always ordered enjoy this):
Focus on Value
Design for Experience
Start Where You Are
Keep It Simple
Whatever your concept is, when putting together the action diagram and before execution, check whether you subsist pleased thought about the relevance of total of these principles to what you’re about to carry out and what you want to achieve.
I decided to confine the scope of this article to some of the higher-level ideas in ITIL, rather than going for the specifics of each of the 26 processes (not processes). Whether you’re thinking about product/service portfolio management or supplier management or event management, there could subsist information in ITIL that shows what others subsist pleased been battling with before, and what worked (and didn’t work) for them. This could subsist useful when you’re trying to find your own ways of working and avoid repeating mistakes and/or reinventing the wheel.
Feel free to catch in touch here or on Twitter with any questions or comments.
This app presents concepts, terms and definitions designed to aid communication in IT service management and related disciplines. It supports the terminology used in the various ITIL Foundation, ITIL Advanced, ITIL Master syllabi. This app completes words in ITIL 2011 glossary.
Sidebar(as a list) Feature- Tap a word: point to description- Tap ABC indexes: Jump a section as you want.- Tap a magnifying glass icon: You can search a word.
Description Feature- point to a description with a related word.- Pinch In/Out: Font size change- Long Tap: You can copy, search another dictionary and search internet.
The glossary has been arranged in a separate section of definitions ordered alphabetically. Some terms are preferred to other synonymous ones, in which case, the definition of the preferred term appears, with the synonymous ones referring to that. For sample structural testing refers to white box testing. For synonyms, the “See” indicator is used. “See also” cross-references are too used. They assist the user to quickly navigate to the right index term.
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