some of the advantages of ITIL as a basis is that it has created a standard language throughout organizations, via organising each primary terminology and the strategies they outline. It additionally provides tips corporations can use to assess themselves against (do you meet/exceed the premier practices being described) or from which they could create growth classes.
The foundation can additionally extend beyond the ITIL framework itself. In a recent protection Operations project, I compared the counsel protection management approaches against frameworks designed specially for security Operations, discovering that the basis supplied by using ITIL was satisfactory to be mindful, consider and work with people in an adjacent business, drawing on talents received via ITIL.
by means of offering a base from which IT experts can function, it offers us methods to speak with one one more and enables consultants like myself to go into a consumer corporation and communicate about most effective observe devoid of spending lots of time constructing a word list or figuring out of what provider management entails.2. How has ITIL made a difference in your firm, or businesses you've got labored with?
ITIL made an enormous change in my last role as an instantaneous contributor. i used to be the ITIL champion for the largest automobile dealership neighborhood within the US. in spite of the fact that we have been the largest, organizationally we had been quite young. Adopting the ITIL v2 framework made a huge difference in our system and service availability in a brief duration of time, at the beginning by using cutting back the incidence of repetitive considerations and additionally by using slicing down the influences of imposing adjustments to the environment. Our initial efforts all started all over Y2K remediation and by 2004 we had reached the boundaries of what the framework offered at the time and commenced cobbling collectively some building and quality assurance approaches to create a strong operations framework, which turned into just about what we now see in ITIL v3 and 2011. All new or significantly modified capabilities were offered by the use of our PMO and assessed strategically, then completely designed and vetted earlier than they had been developed, then becoming a member of the transition/operations pieces of the framework.
Our first yr after adopting ITIL the discount rates had been calculated with the aid of Alan Nance, working with our CIO, and totaled about $465K. mark downs in downtime persisted to be tremendous and the use/maturation of the framework enabled us to start centralizing box assist, adding another $2M in reductions to the full.three. How crucial is ITIL today and the way do you believe it enhances different frameworks?
I agree with the framework remains relevant these days and that it enhances other frameworks. The problem I see although, is that practitioners in lots of businesses don’t be mindful the complete lifecycle and that adoption frequently ends at carrier Operation and service Transition with a little CSI. Many businesses on no account in reality undertake the business-dealing with features of the framework and then movement onto the newest/optimal framework to remedy the considerations ITIL in no way helped them with. The issue is not the framework, it’s studying the entire lifecycle and performing the organizational exchange administration crucial to prevail.
I suppose an outreach program is required to help americans see that there's greater than a foundational degree of understanding mandatory and that if you happen to cease practising after one or two intermediate lessons, you’re now not truly getting knowledgeable in the whole framework. subsequently, when adopting most effective to that stage, you’ll see some incremental advantages in gadget and service availability, but will not ever see the level of business alignment and strategic engagement that come from understanding and adopting the entire framework.
more to the point, using automation greater quite simply to carry ITIL procedures extra efficiently starts to permit businesses to have the humans work more strategically. This creates the time we should in reality step returned and start attractive the company, taking them along for the trip, in place of pretending they don’t exist and doing ITIL for ITIL’s sake, which is loads of what I see in companies these days.
See our more than meets the I page for more counsel.
examine Phyllis Drucker's previous AXELOS blog publish, ITIL® Misconceptions: “ITIL doesn’t require any formal practising, it is simply ordinary experience or a tool so as to fix all of it”.more posts in our greater than meets the I series
more than meets the I: How ITIL makes a difference in Mergers and Acquisitions pastime
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I’ve been what’s going on within the ITSM trade for ages when it comes to new perspectives that have been delivered to the entrance within the hopes that they will adapt ‘superior’ to the manner ‘up to date’ it really works, as a result of someway ITIL has ‘failed’ or is ‘failing’. There’s IT4IT, VerISM, Agile and DevOps and on, and on. it is inevitable, then, that out of the wood work americans come out to exclaim that “ITIL is eventually lifeless” or “ITIL can't adapt to contemporary IT”. This observed with the glee and gusto of a ravenous Klingon boarding birthday party that has now not had bloodwine in months.
So, I’ve been pondering this and that i desired to share my take.
It turned into in no way about ITIL. It was at all times about you.
Let’s be clear. ITIL isn't superb, similar to IT4IT isn't perfect. Or DevOps, or Agile. you will not hear me say that ITIL is the smartest thing for the reason that sliced bread. To me ITIL has always been ‘documented regular experience’. A bunch of very sensible individuals that sat down and developed a collection of documentation in response to what they thought, was a good suggestion. It became well-known. It became expertise agnostic. It turned into utopic. It became, in my view, in no way meant to be taken literally.
right here’s why I say that it was about you:Nothing in it is linear…
…however ITIL taught you that it become. according to ITIL, you do your approach, then go do design, then transition after which operations. You and i comprehend that this rosy image essentially on no account happens. both you inherit capabilities which have all the time been there, or now with new cloud services you have to do very little in approach and design. So, you idea “nobody has time for method or design” and went straight to operations. Which ended in…You still necessary to examine strategy and design
throughout my profession, I’ve seldom considered a corporation score high in a maturity assessment when it involves method, design and even some transition actions. It’s both now not finished, or done in an operational focus. organizations never took a step again to examine these elements and the way they may well be labored and superior to be certain operations grew to become more suitable every day. there is a variety of cost in taking a look at advancements in strategy, design and transition stages, however you certainly not did it as a result of…At its core, ITIL is ready growth
It always turned into, but you under no circumstances thought about it this fashion! it is a shame that this wasn’t the very first element they taught you in Foundations. It’s all about stepping again, discovering improvements during the life cycle and making use of them. inserting a provider in operations, having a service Desk and writing a bunch of method documentation is not what ITIL’s about. speakme about techniques…ITIL speaks about methods. I look at capabilities
after I examine ITIL, I don't see approaches per se. I see tips on the development of capabilities. believe about it. if you go to business A, or company B, or company C they're going to likely all have something this is known as ‘incident administration’. but then why do you combat with it? it'll be the equal all over the place, correct? Even at ‘cloudy’ agencies like Netflix or Google. That it as a result of some corporations are superior at setting up capabilities than other. and that is as a result of they do suppose about day by day improvements. They do suppose about making tweaks in the design of a provider, or in the method they seize information and knowledge. Some corporations can’t get their heads out of operations, and yours doubtless never did. a different option to look at it: the method of making a hamburger is smartly understood (procure meat, place in heat, prepare dinner to need doneness, serve) however the capability of cooking a pretty good burger varies from place to vicinity and from individuals to americans. here is because there are lots of different elements in play (e.g., years of event (a.ok.a continual growth!), parts, approach (quickly meals v. connoisseur).
this is no longer intended to be a love letter to ITIL. i'll all the time tell you that you just deserve to examine different frameworks and requisites and disciplines to at all times become stronger at serving your customer’s wants and offering improvements. There are very exciting viewpoints in different frameworks that complement and leap between each other. however saying that ITIL can not ‘scale’ and doesn't ‘healthy’ in nowadays’s IT panorama is, in my opinion, not appropriate. It can be made to, however’s as much as you to unlock its advantage.
How? a few issues:strengthen capabilities, not tactics
Going returned to the factor I made above, use ITIL’s CSI method to increase capabilities. any one can ‘do’ incident management. but examine improvements that permit you construct up your groups capability to carry and become stronger every dayincrease, improve, improve
That should be your corporation’s mantra. See anything you don’t like these days? increase it. trade it.Make your improvements information pushed
Don’t alternate things ‘as a result of’. Your firm is certainly shooting lots of records involving incidents, complications, adjustments, configuration gadgets. Use it to make development decisionsGet out there. Collaborate!
You really need to get out of your silo. criticallyundertake and adapt
here's whatever that many americans within the business repeat tirelessly, however continues to be relevant. study ITIL with a crucial eye. If it ‘won’t work’ in your company, ask your self why. five instances why. Then feel about the way you could make it workAnd truly look outside of ITIL!
sure, make sure you do that. ITIL does not have the entire solutions. You can be impressed with the aid of different perspectives which are different than what ITIL is telling you
asserting that ‘ITIL is useless’ as a result of ‘it can not adapt to modern IT’ is, to me, deceptive and myopic. It isn't ITIL’s job to bring advancements to you. You need to work them diligently, every day. ITIL is however an additional device in your shed. Use it accurately, then put it again on the shelf until you want it once again. Let’s not be hasty on ‘killing’ whatever that may still carry cost.
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25275by CIOReview | Thursday, November 23, 2017
IT infrastructure: in keeping with the ITIL v3, IT infrastructure contains hardware, utility, networks, and amenities. These entities are utilized to advance, look at various, deliver, video display, handle or assist IT features as follows:
A Server refers to a pc with the hardware and software means to permit diverse clients to entry and use its substances. A file server provides clients with a primary store of info. A directory server operates as a imperative database of user accounts. web servers bring info to clients via a web browser using HTTP. different styles of servers are database servers, print servers, and application servers. even though a firm has moved a large a part of its infrastructure to the cloud, it is likely there could be some servers on-premise.
an information centre is the imperative part of a firm’s network that usually contains all the company's servers and most of its IT infrastructure. an information centre need not be owned by the company the usage of it, or be found on its premises. via Colocation companies host their infrastructure within the cloud and get rid of statistics facilities to cut back fees.
Networking device connects servers and consumer contraptions (computers and cellular contraptions) to every different and the outdoor world by means of the web. On a LAN, connectivity between network contraptions is delivered by means of a change with ports connecting to different gadgets. Routers route packets between networks. The leading forms of network cabling are Ethernet twisted pair cabling or fiber optics. at the moment, most cell contraptions connect with a community wirelessly via an entry factor, which is linked to a change/router by the use of a cabled connection.
Telecommunications machine is the hardware used to transmit voice and records to and from a firm. This gadget covers PBX (private department trade) equipment for name centers, leased/phone traces, IP telephony, telephones, and cellphones.
facilities are constructions that condo a company’s IT infrastructure. records facilities additionally need electrical energy to power the servers, networking, and storage equipment, and to prevent overheating of equipment. usually diesel generators are used as backup vigour sources. There can also be uninterruptable energy resources.
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* The most recent comments are at the top.
A+ player doesn't open VCE files correctly. A+ Player tends to provide users with irrelevant files from its own repository when it's unable to open the user's VCE file. Therefore, the file you view in A+ Player might not be the file you think you have opened. Use VCE Exam Simulator to play VCE files properly.
please am trying to write mine by April can some pls send me the latest dumbs to donosmos2gmailm
I am planning to give ">ITIL V3 exam this month Jan2014,can some one plz tell me is this dumps are still valid for the year 2014 also.?
Help me guys.
I am planning to write the exam in India. Is this dump still valid?
Can anyone tell this dump valid now? i am trying to write this exam from India(Chennai)?
100% valid question bank....well trusted. Thanks
Real....set of exam questions...don't miss it!
Hi All, I am from India and my manager wanted me to complete ">ITIL external in a month. Could anybody help me on the documentsPDFs and also with trustworthy dumps to successfully clear my exam? I will never this help if offered which will help me to get promoted from trainee.
Passed on the 16th - got 95% just by studying this dump
what is the difference between EX0-101 and EX0-117
Hican someone tell me what should study EX0-101 or EX0-117
Hi Is this Dumpsheet still valid? I have exam next month. If someone has PDF version please share it via my email xtreme_jenniferm. Thanks
Just Passed with 90%.3 new questions,,,, Thanks Ted & AmraKoth
Just Passed with 90%.3 new questions,,,, Thanks Ted
If someone has PDF version of dump, kindly mail me shiva_arjunayahoo.in.Unable to access through vcq. Thanks in advance
how to install this file. i downloaded but unable to proceed to install
Thanks a lot 65 % valid questions till Jul 08 , 2013.
Just passed my ">ITIL Foundation today with 98% score. These materials are awesome, and they complemented my earlier reading and preparation:
EXIN.TestinExam.EX0-117.v2013-02-04.by.AmraKoth.131q (has 131 questions + explanation)EXIN.Testinexam.EX0-117.v2013-05-11.by.yoh.215q (has 215 questions)
70% questions are valid from this dumps. cleared itil on july 2nd
superb set.very much valid .u guys rock!!
Earlier i failed with dump i got in google, later i have made another attempt by getting the dump from .itildumps.websm
so i would better suggest try from this website
Martin from Netherlands
Passed 21-05-2013 78% 10 new questions. Dumps used:
EXIN.TestinExam.EX0-117.v2013-02-04.by.AmraKoth.131q.vceEXIN.ActualTests.EX0-117.v2013-03-12.by.CoteDivoire.142q.vce exam2 last 15 questions.
Its Raghu here from UAE..Cleared ">ITIL V3 Certification with 82% today..a suggestion for u all..get a good grip on subject..all d dumps from examcollection is more dan enuf just to clear an exam..its better to gain a subject whose target is 95+ %%.. m mAll D Best for U Guyss.. !!!!
hi Passed with 75 %. in Egypt Dump still valid.7new question
Mike Jones American
Passed with 92%. Watched CBT and took Amrakoth until I scored 97%. I flagged all the new q's, there were 14. 7 were very easy to answer, 3 I likely got right and 4 I had no idea. I downloaded the CBT from kickasstorrents dot com.I finished the exam in less then 15 min and spent 10 min reviewing anything I flagged.
still calid in New Zealand. Passed with excellent score on 18th April. Thanks.
Passed today 77%
passed today 15 April 2013. test through VUEScored: 95%time used: 15minnew questions: 3read your materials well and know your stuff
******if u can sleep with this dumps******EXIN.ActualTests.EX0-117.v2013-03-12.by.CoteDivoire.142q.vceEXIN.passguide.EX0-117.v2012-11-21.by.Ted.155q.vceEXIN.TestinExam.EX0-117.v2013-02-04.by.AmraKoth.131q.vce******if u can sleep with this dumps******
NOTE***EXIN.ActualTests.EX0-101.v2012-09-06.by.getitcert.369q.vce *** i found very few anwsers here incorrect.but this dumps gave me the extra point and is very much valid believe me***
good luck guys
for those taking ">ITIL to the next level lets form a reading group to make things easier for us. thanks tintedfun(at)yahoom
Guys, Can someone tell me how long does ">ITIL takes to mail me the certificate?
Passed with 80%. I went through Amrakoth 3 times and watched CBT nuggets twice to make sure I understand the concepts well.Studying for the exam is boring YAWN, I am glad I passed. :-)
Today I passed ">ITIL V3 [BCS-BH0-012] in prometric with 77.5%. Answered 31 correct out of 40. 65% is pass percentage. Amarkoth dumps are more than enough to clear the exam. Nine questions seems to new but U can clear.
Dumps need to red:
Thnak u Amar u will will have good carrer as u r helping all of us. If you have any firewall dumps let me know need to take few.
Today passed exam with 90 % in India
Thanks to Ted, Amrakoth and CoteDivoire
If you are planning to give the exam from prometric then Exam code - EX0-117 and from Pearson VUE - ">ITIL-F
Friends refer only below 3 Dumps, out of 40, 36 Questions came from below dumps
1) EXIN.ActualTests.EX0-117.v2013-03-12.by.CoteDivoire.142q.vce2) EXIN.TestinExam.EX0-117.v2013-02-04.by.AmraKoth.131q.vce3) EXIN.passguide.EX0-117.v2012-11-21.by.Ted.155q.vce
Best of Luck
Anonymous from UAE: That's what I said. Use the dump only for practice! You've to study the material. Dumps are in order to test your knowledge and save you from spend another bunch of dollars to re-take the exam.
7oda karama from Egypt:
Check this out. Maybe it will help you:
Passed today with 75%. About 10 of the total 40 questions were new to me.
Good . Scored 3540 . about 8 new questions but all went good
Passed today with 75%. About 15 of the total 40 questions were new to me.I have done this test exam about 16 times, each with 40 random questions so it might be that I simply never encountered these new questions, but I doubt it..
Passed today with 88%. Dumps are valid. Approx 30 questions from this dump. The rest questions are easy if you have basic understanding and read the books.
Passed today with 88 %Dumps are Valid
Anonymous from UAE
GUys .just passed today .the DUMPs are not Sufficient .Wait for better once .
I was lucky .WAIT FOR BETTER DUMPS ..
Kindly be informed that I want to know what are the diffrences between EX0-117 and EX0-101 ExamsNote that exact name of EX0-117 is ">ITIL syllabus 2011Best Regards,
I did the test today on 1103 and passed with 88%. I recommend that you study to conduct this examination.
hello,I studied this dump and EXIN.passguide.EX0-117.v2012-11-21.by.Ted.155q.vce.Only 27 of the 40 questions were part of the dumps.But I did many test questions were based on responses from dump, and the answers were the questions of proof.In short, the questions were reversed.
I passed with 88%. I recommend that you study to conduct this examination.
ssed today with 90%, 25 questions this dump!. Questions about financial managmentThanks!
Just passed today with a 85% score, form this dump just 20 questions in the exam.
">ITIL Study Material
Hi guys, I have just finished my exam in Poland. Only 20 questions out of 40 were the same as in this dump. I passed the exam with 90% score as the new questions were not very difficult when you have some basic ">ITIL knowledge (my preparation was mainly based on this dump and some internal learings).
Cleared the exam with 88%, around 75% is from the dumps and rest all new, i would sugggest to have basic knowledge of ">ITIL V3, which will help to pass
Took exam w Loyalist..online from home. Passed w 78%. Had about 10 questions not from this dump. I suggest taking several practice exams from these dumps as well as free ones that you can find online. Good luck.
hi Passed with 80 %. in India. Dump still valid.
Passed today with 87x..dumps still valid
Passed exam today with these two below, this is valid for ">ITIL exam in Bangkok.
EXIN.TestinExam.EX0-117.v2013-02-04.by.AmraKoth.131q.vceEXIN passguide EX0-117 v2012-11-21 by Ted 155q.vce
I just cleared my ">ITIL exam yesterday with 90 % in KSAThank You
Study ">ITIL study material and understand concepts. Then use dumps.
If you re clear with concept, its easy to pass.
almost 15-20 new questions.
I passed the exam with 95% from taiwan. Almost 10~15 new question.
Got a low pass 1hr ago in Taiwan, there were about 15 Q from this dump.If you do not have ">ITIL basic concept, I suggest waiting for next exactly dump.
Passed 1 hour ago with score 97%. You need basic knowledge about ">ITIL(read at least one book about ">ITIL Foundation) and you can pass it without problem. I had 16 new questions, not from these dumps.
Passed yesterday, most of the questions from this file
Passed with a score of 78% from Bangalore.Around 25 question from this dumps.
I passed with 95% on 09-02 in the Netherlands using this dump. Warning: only 2040 questions where in this dump. But they where very similar so I could guess them.
Passed 22 Feb with 88%. about 15-20 Qs from this dump, the others are totally diferent but not complicated if you study.
just know the sylabus of itil fundation and you will pass without a problemfew question from this dump
Still Valid but be prepared. I got around 6-7 new questions, never seen before...
I've also used this book, Testing myself only with the first 40 ques of each chapter. Few of the ques on the exam came out of this book.
Hi all,These dumps are valid in INDIA. But please do not rely solely on this. Appeared EX0-117 at a prometric centre at Gurgaon, India and 20 questions were from this dumps. Rest 20 were from outside. Please be prepared with some other stuff as well.And yeah, btw I cleared the test. :D
me form india
I passed the ">ITIL Foundation EX0-117 exam today with 85%.
This test does have some new questions, maybe 10 to 15 of them, but you can get most of them right if you understand the ">ITIL basic Foundation concepts.
Be prepared with the below dumps,EXIN.passguide.EX0-117.v2012-11-21.by.Ted.155qEXIN.TestinExam.EX0-117.v2013-02-04.by.AmraKoth.131q
15 questions are out of this dumps..
Hi,Can anyone please tell me if this or other dumps here also valid for APMG ">ITIL 2011 Foundation Certificate in IT Service Management Certification .
Thaknks in advance.
Passed with 85% from Prometric. Some questions were from here.
Pass with 77%. About half of the questions were not from this dump. Don't forget to study people.
I´ve just passed with 85% , guys pay attention about 10 new questions out from this dump. Thx
Which paper should i give Ex0-117 or ">ITILF, as here in Pakistan only Ex0-117. is it valid to give ? has anyone given this in recent days, as i am planning to give it on 26Feb..thanks, addy
bea check itil web site, itil-f has sylabus from 2011 and itilv3 from 2009 - thats my quess
Mat anyone expert professional to explain more details what's different between '">ITIL Foundation V3 ' ">ITIL-F' ???
BCS ">ITIL exam is it as same as '">ITIL Foundation V3 ' ">ITIL-F'??
Kanutoken of Philippines
Passed the ">ITIL V3 117 yesterday with 75% score.
Both reviewer are VALID 100%.EXIN.Testinexam.EX0-117.v2012-11-23.by.Anonymous.131qEXIN.TestinExam.EX0-117.v2013-02-04.by.AmraKoth.131q
Thanks to both reviewer..
">ITIL_user from Netherlands : Yes its the same !!
Cleared today. 12- 15 new questions. Study well. all the best guys.
Is this the correct collection for the ">ITIL® Foundation Certificate in IT Service Management (">ITILv3) exam?
dumps are still valid.passed today wth 94%.at least 34 questions came out of 40.
I have passed the Exam 1 hour ago with 80% score , around 60% of the Question came from this Dump , some Q came with different phrases, please focus on the questions before answering them ,
passed in brazil with a score of 100% (PEARSON VUE) super valid.
Ahmed and Mostafa : what the dump file name which have 155Q ?? plz share the link ..
The dump is valid, I passed today with 95% score :)
Shame on you "Aayush from India" for spreading lies about this test!
I passed the ">ITIL Foundation EX0-117 exam today in the high 900's.
This test does have some new questions, maybe 10 to 12 of them, but you can get most of them right if you understand the ">ITIL basic Foundation concepts.
But most of the questions were in from the following VCE's:
I personally liked the "EXIN.TestinExam.EX0-117.v2013-02-04.by.AmraKoth.131q" because it has explanations.
If you want a concise study guide for understanding ">ITIL basic Foundation concepts that I found helpful download this one named: "">ITIL_V3_Study_Guide Release Version 184.108.40.206"
Good luck all.
Ahmed , I am going to take the exam in Monday with VUE , i am planning to finish this dump and the one u mentioned with 155Q , wish the luck for me .Any recommendation are welcome :)
This dump is valid in the Middle East. I just passed with 97%. The questions were exactly the same. Please, guys, don't trick others by saying this dump is no longer valid. If you want something for yourself, you should also want it for others. Please review the dump with 155 questions. Thanks to the provider of this dump.
This dump is exactly the same dump , i have got 40 question all are herethanks so much .I had got score 100%
I appeared yesterday and passed the exam with 98%. Almost 15 new question and was too confusing ..Prepare well before appearing in exam .. Good Luck Everyone..
Yesterday i gave the same in india. Passed but only 7-8 questions came from this dump out of 40. Most of the questions have changed.
jan i did it in English
India, Yesterday passed with score of 83%. Few new question added..
passed with a score of 70% from bangalore. new questions were too confusing.
passed yesterday in egypt 100% valid all the questions are exactly the same as in this dump score 93% :)
michael what language did you do your exam dutch or english?
i did exam today and all the questions are exactly the same as in this dump 100% valid
Just passed yesterday in Brazil with a 100% score. This dump is exactly the same dump "EXIN Testinexam EX0-117 v2012-11-23 by Anonymous 131q.vce ", EXCEPT FOR THE EXPLANATIONS.
Amra Koth - first among lions
Article by ArticleForge
">ITIL (the Information Technology Infrastructure Library) is the most widely accepted approach to IT service management in the world.
That is a direct quote from the home page of the Office of Government Commerce (OGC), an agency of the federal government of the United Kingdom. While ">ITIL is nearly ubiquitous in Europe and in many parts of Asia, it is just gaining traction in the U.S. However, it is likely that U.S. companies will make the OGC claim a reality within the next two years—possibly by year-end 2006.
">ITIL is a set of best practices for managing key IT service management support and delivery processes. While many IT organizations do manage most of the processes in some form, without ">ITIL these processes are usually not formalized. For example, IT managers in mainframe data centers will argue, with some justification, that the best practices defined in ">ITIL have long been a part of their everyday life. But even in these mature organizations ">ITIL may offer something that has been missing: the ability to better close the loop with other management best practices such as COBIT, CMMI, and Six Sigma
So, is ">ITIL gaining mindshare in the U.S.? The IT Services Management Forum (itSMF) 2005 USA Conference and Expo that was held in Chicago (Sep. 19-21, 2005) was a good place to find out. This was the fifth year in a row that Jupiter Media has hosted this conference and expo in the U.S., and it was clearly the most successful to date. Preliminary results indicate that there were nearly 2,000 attendees representing over 700 companies and government agencies.
The expo floor attracted over 100 vendors, including most of the major IT vendors that have an impact on IT service management in some respect, such as IBM, HP, Microsoft, Sun, Computer Associates, BMC Software, Peregrine, and EDS. Additionally, the conference attracted representatives from over 30 countries. The number of attendees increased significantly this year and, possibly even more telling, the number of vendors doubled from 2004.
Not a Household Name in the U.S.During the conference, Computer Economics spent a good deal of time interviewing attendees on the expo floor to find out the state of ">ITIL adoption in their organizations. Although attendees at this conference would be expected to be among those furthest along in ">ITIL implementation, it became clear that the majority of organizations represented at the conference had not even begun to implement ">ITIL—they were there merely to gain a clearer understanding of what ">ITIL had to offer. This is one indication that ">ITIL is only just beginning to obtain a foothold in the U.S.
To gain an additional understanding of where U.S. companies stand on ">ITIL, Computer Economics recently ran an informal survey on our website regarding the adoption of ">ITIL. We asked the IT professionals the following question: “Has your IT organization adopted ">ITIL best practices in at least one discipline?” Figure 1 illustrates the results of that survey.
According to the survey, only 6% of the respondents indicated that their organization has adopted ">ITIL best practices to help manage at least one IT service discipline. Eleven percent of the companies polled indicated they are currently in the implementation process. Another 17% are researching the benefits of ">ITIL, while 11% indicated they have no plans as yet. However, over 50% of respondents indicated that they had not even heard of ">ITIL. Clearly, advocates of ">ITIL still have much work to do in delivering their message to IT management in the U.S.
Broad Acceptance WorldwideAs mentioned earlier, ">ITIL is well-entrenched in Europe and has been for many years. Additionally, many Asian countries are adopting ">ITIL best practices, with India and Japan leading the charge. In fact, according to EXIN International, ">ITIL’s leading international certification organization, ">ITIL growth in Asia this year has increased by 300% over 2004. EXIN, which is a non-profit organization based in the Netherlands, has been providing IT-related certifications for approximately 40 years in areas such as ">ITIL, MOF, CMMI, ASL, DSDM, and ISPL.
">ITIL certifications are divided into three levels of complexity as follows:
Tracking the number of ">ITIL certifications from year to year is a good way to measure the adoption of ">ITIL. To date, EXIN states they have administered approximately 170,000 ITIL certifications on a worldwide basis. The vast majority of these individuals have taken the Foundations Certification, with over 150,000 exams administered by EXIN at that level. The Practitioner Certification exam has been given to approximately 6,000 individuals, while the IT Service Manager Certification has been taken by approximately 12,500 IT professionals.
U.S. Interest GrowingDespite the fact that many IT organizations in the U.S. are still unclear what ">ITIL is and what it can offer, the trend in certification exams indicates that this situation is changing. While the majority of the 170,000 exams that EXIN has administered in the past were taken by individuals in European-based corporations, the 2005 numbers indicate a major shift.
Figure 2 illustrates how quickly the ramp-up is occurring in the U.S. As the data indicate, the number of new ">ITIL exams administered in the U.S. has increased from less than 50 per month in January to over 1,300 per month in August. EXIN USA, the U.S. division of EXIN International, forecasts that this number will increase even more dramatically in 2006.
Vendors Jump on the BandwagonAnother indicator of increased adoption of ">ITIL is the number of vendors that are showing an interest in it. Clearly, the increase in vendors exhibiting at the Chicago conference this year indicates that many major vendors expect ">ITIL to be widely accepted in the U.S. Products and services that have long been a mainstay in IT shops are now being marketed as ">ITIL-based or ">ITIL-compliant.
One vendor that has a strong story to tell regarding its ">ITIL track record is EDS. The technology services giant has been watching ">ITIL developments closely for quite some time, in part driven by its large contingent of international clients that demand ">ITIL best practices in their organization. During the Chicago conference, Computer Economics interviewed several EDS personnel, including Bernie Mamon, whose title is Vice President Certified ICT Infrastructure Manager and ">ITIL Foundation. His title alone provides some insight into the interest that EDS has in ">ITIL. According to Mamon, EDS has been working on ">ITIL since 1999 and has implemented ">ITIL best practices across all of its major data centers.
EDS is not alone in its interest in ">ITIL. All of the major outsourcers and providers of managed services are moving in this direction as well. Additionally, there is an entire cottage industry of small, medium, and large IT consulting organizations that are providing a variety of services including ">ITIL training, assessments, implementation and a long list of tools to help ensure that ">ITIL processes are effectively measured and managed.
Let the Buyer BewareObserving the vendor exhibits at the Chicago conference, it is clear that many of them are simply re-labeling their existing products and services as “based on ">ITIL best practices.” It would probably be more accurate for these vendors to state that their products and services are “">ITIL compatible.” But that wouldn’t carry as much marketing impact.
For example, HP is clearly touting that OpenView is “based on” ">ITIL best practices. While the service modules that comprise OpenView do a good job of complementing the IT service and support processes defined in ">ITIL, it may be too much to state that HP OpenView, which has been around for nearly 20 years, is based on a methodology that is just now gaining acceptance in the U.S. On a special note, HP’s announcement that it is acquiring Peregrine indicates that it is serious in its strategy to provide an end- to-end solution for IT service management that will support ">ITIL.
While HP’s statement regarding OpenView may be a bit strong, HP can at least make a good case that it is “">ITIL-compatible.” On the other hand, many vendors may be less able to support a position that their products and services are closely integrated with ">ITIL. Computer Economics recommends that buyers be wary of vendor claims of “">ITIL compliance.” The fact is that most vendors are really just getting started in the ">ITIL world, and while their products do help support IT service management, they may not integrate well into an ">ITIL support and delivery model.
Prior to selecting products to support an ">ITIL initiative, it would be wise to send several team members through an accredited ">ITIL training program. Additionally, it may also be advisable to seek the advice of a consulting organizations with a proven track record in ">ITIL training or implementation. Be sure to look for organizations that have “">ITIL masters” on board. This is a common designation for those individuals that have achieved ">ITIL Service Manager Certification.
">ITIL® certification is available through two different administrators: ISEB and EXIN. Both offer certifications in all levels of ">ITIL®, along with preparation courses which ensure that test-takers will be ready to take the tests used for certification. Obtaining ">ITIL® certification can be important for people who intend to work in information technology in the United Kingdom, and it can be useful for people working in other areas of the world as well.
The Information Technology Infrastructure Library or IT Library (">ITIL®) is a set of standards and practices adopted to help people manage information technology effectively. It concerns underlying infrastructure and development along with daily operations, and is overseen by the Office of Government and Commerce (OGC) in the United Kingdom. People who receive ">ITIL® certification have demonstrated competency in the field of information technology, and this can help them obtain employment, especially if they want to work for the British government.
The first level of ">ITIL® certification, Foundation, is concerned with basic knowledge of concepts in information technology. With this certification in hand, people can test in three different areas to obtain a Practitioner certificate. These areas are: agree and define; support and restore; and release and control. People can test in one or all three of these areas, and they must have knowledge of all three to take the Manager or Master exam, the highest level of ">ITIL® certification available.
People who want to obtain ">ITIL® certification can apply to take an exam with ISEB or EXIN. They can also register for preparation courses offered in advance of the exam to familiarize people with the contents and help them study. Additional study materials are also available for people who want to get ready for the ">ITIL® exams, including publications from the OGC which spell out the various practices recommended under ">ITIL®. Test guides are available through many bookstores, especially those which sell technical books.
">ITIL® training is offered in intensive workshops all over the world. Students at these workshops study a range of topics which can come up on the ">ITIL® exams, and learn test-taking strategies and other skills which can help them to succeed. Some employers will help finance ">ITIL® training for their IT employees, in the interest of developing a more competent, skilled staff with demonstrated proficiency in areas of concern and interest. People may also be able to receive financial assistance through community organizations which promote job training.
Article by ArticleForge
Many people are familiar with EXIN for its ">ITIL certification program but recently they have been broadening their services and offerings which now include their first Agile certification.
The Agile Scrum Master certification is similar in format to the ">ITIL Foundation certification. It requires that the participant complete a training course from a registered EXIN training provider and successfully complete a 90 minute, multiple choice exam of 40 questions. Unlike the PMI certifications, the EXIN certifcations specify the required passrate (65% or 26 questions out of the 40) and the certifications do not expire (unless a new version of the certification becomes available).
The EXIN ASM has several features that I think will make it very compelling for people interested in formalizing their Agile knowledge. The lightweight format of a short but focused training session (SimpliLearn has a two day course available online) combined with a modestly challenging exam is a good fit for most professionals interesed in furthering their educational credentials. The fact that the course does not require a lengthy application process similar to the PMI-ACP will also be of value particularly for those that might not have all of the experience requirements needed for the PMI-ACP.
Businesses should find the ASM certification of value as it marks the first offering that extends Agile into IT Operations or DevOps. Exin's reputation as an ">ITIL certification organization gives it a lot of credibility with respect to tying Agile practices into effective IT Operations processes,
However, one of the more innovative components of the EXIN offering is the ability to take the exam at home. I'll post another article on that experience shortly.
As mentioned, the exam consists of 40 questions and is 90 minutes in duration. The questions themselves are relatively short so reading the questions and selecting an answer is easily accomplishable in the 90 minutes allocated.
The questions typically have four answers although there were a few questions that only had three answers which was a little distracting but at least increased the odds that you would select the right anwer! Most of the questions were situational and seemed to emphasize agile adoption within an organization.
Many of the questions had an "">ITIL" feel about them and it was challenging at times to identify the correct answer (I say this as an Agile practioner with 15 years of Agile experience and more than 8 years teaching and implementing ">ITIL processes). One example that I still remember was a question that asked "As a new company using Scrum how would the time demands on the Product Owner be different in six months from the start of the project"? Answers included Time demand would increase, decrease or stay the same. I'm still struggling a bit over the best answer to this question, in theory the demands should be consistent through the project lifecycle but a new project would clearly place higher demands on the product owner as the backlog is established and the initial user stories are prioritized and refined. However, I think these are good questions that really test your knowlege of Agile versus your ability to memorize a specific detail like the Scrum roles.
The exam questions did expect knowlege of Scrum details like answering questions on how a User Story is structured, as well as familiarity with the new SAFe framework which I thought was a welcome addition. There were a few terms that I had not heard of before like "Waterfallacy", "Waterfall-at-end", "Waterfall-in-tandem" and "Waterfall-in-front". There are some rough edges on a few of the questions, some grammar mistakes and wording problems but nothing substantial that would make answering the questions difficult.
After completing the exam you are told whether you passed or failed and the number of correct answers you received (although this is a conditional pass until your exam is validated). I passed with a 68% which was too close for comfort for an exam with a 65% pass rate. I was a little surprised as I teach Agile and ">ITIL certiifications, present at conferences and have extensive experience in both domains. I presume EXIN will continue to refine the exam questions as more people that the exam.
After your exam is reviewed you receive an email link that takes you to the EXIN portal where you also receive a "coaching report" that provides your scores in certain topic areas:
Overall, I would say that EXIN's entrace into the Agile certification space is welcome and will add alot of value for organizations and to the individuals that will take its training.
There's some work ahead to ensure that the questions are more calibrated (if I have a hard time passing I'm sure others would feel similarly challenged). However, the situational and applied agile questions are an excellent direction and really demonstrate knowledge of the subject area.
I'll post some of my experiences on the EXIN Exam at home experience next.