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Vendor Name : PEOPLECERT
Exam Code : PC0-001
Exam Name : ITIL 2011 Foundation
Questions and Answers : 131 Q & A
Updated On : April 23, 2019
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PC0-001 ITIL 2011 Foundation

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PC0-001 exam Dumps Source : ITIL 2011 Foundation

Test Code : PC0-001
Test Name : ITIL 2011 Foundation
Vendor Name : PEOPLECERT
Q&A : 131 Real Questions

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PEOPLECERT ITIL 2011 Foundation

What ITIL Certifications mean to Your IT management Practices | killexams.com Real Questions and Pass4sure dumps

if you've achieved your research into current IT certifications, you'll see that counsel technology Infrastructure Library, or ITIL, is close the proper of many lists. ITIL strategies are designed to assist businesses establish areas where they want improvement, proposing dealer-impartial instructions on where to make particular alterations to in the reduction of prices and increase productiveness.

as an instance, you may use ITIL practices to in the reduction of helpdesk traffic by means of implementing self-support sections on your business's web page otherwise you might also use ITIL instructions to make a decision whether some thing is performed in-apartment or through a 3rd-celebration.

take into account: ITIL isn't a device however somewhat a collection of surest practices pertaining to IT carrier and lifecycle management.

The historical past of ITIL

earlier than we delve into whether remember to put in force ITIL methodologies, let's step back and view its roots.

within the Eighties, the U.okay.'s government's imperative Communications and Telecommunications company (CCTA) formulated a group of recommendations that was designed to supply a "purposeful, no-nonsense framework for settling on, planning, providing and aiding IT capabilities to the enterprise."

ITIL began as a library which includes books that discussed selected IT service management most effective practices, in accordance with ideas from the CCTA.

After its initial publication version 1 of ITIL consisted of more than 30 volumes from 1986 to 1996. In 2000/2001, ITIL version 2 was consolidated into eight sets of books that grouped linked manner guidelines for the quite a few elements of IT, specifically functions, purposes and administration. In April of 2001, the CCTA was merged into the office of govt Commerce (OGC).

The OGC announced ITIL version 3--now popular as the ITIL 2007 version--in may of 2007. It consisted of 26 methods and services and contained in five core publications:

service approach

carrier Design

service Transition

provider Operation

chronic provider development

In July of 2011, ITIL was up-to-date once more. This replace supplied additional information with the definition of formal tactics that have been no longer previously smartly-described, and corrected a number of error and inconsistencies that had crept in over the years.

At this aspect, the OGC turned into now not listed as the proprietor of ITIL, and it become consolidated into the cabinet office. The 2011 version of ITIL is owned by way of the HM government. As of January 31, 2012, ITIL certification tests have concentrated on the ITIL 2011 syllabus (the core ideas of ITIL practices for provider administration), as opposed to that of the ITIL 2007 edition.

The ITIL Qualification Scheme and credit equipment

The ITIL Qualification Scheme makes use of a modular credit device referred to as the ITIL credit device. All ITIL and ITIL-linked skills in the ITIL credit score gadget are assigned a specific credit score cost. As those credits are applied, the applicant qualifies to examine for a better stage of certification. There are 5 stages of qualifications inside the ITIL Qualification Scheme that include here:

ITIL basis, which ratings candidates with 2 credits, carries 40 distinct-option questions. No necessities are required to take this examination. It deals with key points, concepts and terminology linked to ITIL service lifecycle administration.

ITIL Intermediate level, which ratings the candidate with 15 or 16 credits, is open to candidates who have already passed the ITIL groundwork examination and have achieved an approved working towards direction. The intermediate stage includes two aspects: carrier Lifecycle examinations: carrier strategy, carrier Design, provider Transition, carrier Operation, and chronic provider development in addition to carrier ability examinations: Planning coverage and Optimization, release handle and Validation, Operational support and analysis, and repair offerings and Agreements.

ITIL Managing throughout the Lifecycle (MALC), which scores the candidate with 5 credit, requires the candidate to have handed the ITIL basis examination, together with an further 15 credits from passing ITIL Intermediate exams, giving them no less than 17 credits so as to take this exam. here's also the gateway examination to achieve ITIL professional level.

ITIL knowledgeable stage requires the candidate to have collected 22 credit that have been won by using passing the ITIL groundwork, Intermediate degree and MALC exams.

ITIL grasp Qualification requires the candidate to already be ITIL expert-stage qualified. To achieve the ITIL master Qualification, candidates should "clarify and justify how they selected and for my part utilized more than a few capabilities, principles, strategies and options from ITIL and assisting management ideas, to achieve preferred enterprise consequences in one or greater functional assignments."

When a candidate completes a given degree of the ITIL examination, she or he is given the certification and the attributed credits. every stage of certification has its personal necessities, all of which encompass incomes a particular variety of credits.

ITIL Complementary skills

fortunately, the ITIL credit gadget gives credits for different IT certifications (referred to as ITIL Complementary skills) the applicant has passed, including these:

problem Analyst, an APMG-foreign qualification teaches candidates a way to avoid problems and incidents from occurring. This qualification is worth 1.5 credits.

Lean IT, an APMG-overseas qualification, teaches candidates the way to create a value-oriented, customer-centric culture, while getting rid of waste, inflexibility and variability. This qualification contains 0.5 credit.

ISO/IEC 20000, an APMG-overseas certificate, allows for businesses to show excellence and show most appropriate apply in IT administration. it is worth 1.5 credit.

provider Catalogue is an APMG-overseas certification for those who have already got an ITIL groundwork certificates. It teaches applicants a way to manage demand, submit and music service pricing and value as well as automate provider request administration and success. This qualification is price 1.5 credit.

IT service administration basis is an EXIN and Tuev-Sued IT provider management groundwork based on ISO/IEC 20000. It specializes in the core principles, practices and strategies of a top quality strategy to IT service management and is value 1 credit.

licensed process Design Engineer (CPDE), an LCS certification, specializes in the evaluation, design, implementation, integration and administration of IT provider management techniques. This qualification is value 1.5 credits.

BCS expert qualifications in IT provider management covers a vast latitude of business practices together with ITIL, COBIT, ISO/IEC 20000 and SFIA/SFIA. Six BCS-ISEB expert qualifications can be found: specialist certificate in carrier Desk and Incident administration, professional certificates in change management, expert certificates in carrier degree administration, expert certificates in business Relationship administration, professional certificate in issue management and expert certificates in business enterprise management. each and every certificates earns 1.5 credits.

Configuration management Database - This APMG-international certification, teaches candidates how to determine, handle, report, audit and determine the provider assets and CIs of a CMDB, and carries 1.5 credits.

trade Analyst is a further APMG-foreign qualification that teaches candidates how to assess, authorize and control changes inside an IT service environment. This qualification earns 1.5 credit.

Sourcing Governance foundation (SGF), an APMG-international qualification, teaches the leading concepts of Outsourcing and Sourcing Governance and how to practice them. This qualification is price 1 credit score.

BiSL, an APMG-foreign qualification, makes candidates prevalent with a framework that turned into created to set up a business suggestions administration domain. It additionally teaches a way to actively manage, hold and aid the performance of tips programs. This qualification is price 0.5 credits.

ASL2, an APMG-international qualification, focuses on the most beneficial practices for designing and engaging in constructive application administration, together with the administration, protection and upgrading of applications. This qualification is value 1 credit score.

notice: A maximum of six credits from ITIL Complementary qualifications can be applied in opposition t the ITIL expert certification.

The respectable website of ITIL elements a tool referred to as the ITIL credit Profiler, which helps potential candidates assess the overall credit price they've attained, and gives them with frequent counsel on further certificates they may need to gain, in line with their particular profession pursuits.

ITIL Certification management Board

ITIL exams are offered at three ranges: foundation, Practitioner and supervisor. The certifications themselves are managed by way of the ITIL Certification management Board, or ICMB. in the beginning, the ICMB covered representatives from a lot of international agencies, together with the U.k. OGC, APMG, the Stationery workplace (TSO), ITIL Examination Panel and Examination Institutes (EIs).

In 2006, although, the OGC, which owned the ITIL trademark, turned over the administration of the ITIL trademark and the accreditation of examination providers to the APM community. The APMG then contracted with EXIN, BCS/ISEB, Loyalist Certification functions, PeopleCert neighborhood and different certification bodies, accrediting them as the reputable examination bodies.

These reliable agencies are now capable of accredit professional ITIL practicing suppliers and present ITIL assessments. here is a listing of permitted ITIL practising companions as offered by way of the legit ITIL website.

each and every approved certification firm uses the equal questions, from the same query financial institution that changed into developed with the aid of the APMG. best accepted training companies are allowed to advertise, market and/or bring ITIL certification lessons to candidates.

authorised working towards corporations and Examination Institutes

There are a few permitted training businesses (ATOs)--folks that were utterly permitted by an permitted Examination Institute)-- that deliver ITIL certification lessons, both on-line and in grownup. A full checklist of ATOs is provided here.

additionally, there are lots of examination institutes (EI) which are accredited by means of APMG. These examination institutes are allowed to deliver an ITIL examination scheme via selected authorised working towards corporations, and accepted trainers with permitted substances. a listing of professional Examination Institutes (EI) is also offered by way of the reputable ITIL website.

test Your ITIL expertise on pattern tests

just before taking any of the ITIL exams, be sure you be able to move any of the pattern ITIL tests that can be found on-line. moreover, that you may down load a pattern ITIL exam from the reliable ITIM website in PDF kind.

a list of online ITIL sample checks can be discovered here.

additionally, Android OS and iOS have apps are available:

Android (free)

iOS ($9.ninety nine)

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LONDON, April 6, 2016 /PRNewswire/ -- In an creative movement that should open the doorways to company alternatives for many, ITIL Zone has introduced its intent to give a more seamless event in ITIL management practising for IT consultants and bosses. ITIL Zone gives mutual purchasers with finished training and certification in IT administration courses at very most economical expenditures, including internationally identified PEOPLECERT certifications.

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The innovative ITIL on-line practising offers the benefits of:  - multiple interactions with individuals via quizzes and MOCK assessments - extremely good summaries and main points in every chapter - just about one hundred% success fee in passing certification examination

ITIL Zone makes available its smartly-confirmed top-rated follow knowledge for each person in want of IT carrier administration experience for those that cannot come up with the money for expensive on-web site courses or who are in need of greater time to take up the competencies, in all probability requiring extraordinarily flexibility and availability.

courses are designed with the aid of IT administration gurus and accredited trainers to assist simply, with no trouble and straight away remember the principles of ITIL. ITIL Zone has prepared for you a different online path with a purpose to carry to mild the suggestions on the IT Infrastructure Library and IT carrier administration in an easy and comprehensible means.

in order to meet quite a lot of necessities of shoppers, there are a number of options to choose from, together with: - ITIL foundation simple, with 60 day access and more than 40 interactive quizzes, 6 PDF guidelines and a pair of reputable MOCK assessments - ITIL basis Plus, with a hundred and twenty day access and greater than 60 interactive quizzes, 6+ PDF instructions, 2 reputable MOCK checks + extra MOCK examination - ITIL foundation Excellence, with every little thing the groundwork Plus gives, as well as free updates for 365 days, 10% Lifetime bargain for ITIL Zone classes and 1pc of ITIL groundwork on-line exam (PEOPLECERT)

About PEOPLECERT: PEOPLECERT (http://www.peoplecert.org) is a global chief in evaluation and certification of professional capabilities, partnering with multi-country wide businesses and executive bodies for the construction & delivery of standardized tests. delivering exams across one hundred fifty international locations and in 25 languages over its state-of-the-artwork evaluation know-how, PEOPLECERT permits gurus to raise their careers and realize their life ambitions.

About ITIL Zone: ITIL Zone (https://itil.zone) is a joint company challenge between Digitalchalk.com, a US based business offering getting to know administration portal and ATO consultants LTD (http://www.atoexperts.com), a UK-based mostly accredited company of ITIL lessons. This mutual cooperation ensures the offer of the most useful e-learning content material inner better of the breed LMS platform to assure the contributors will purchase essentially the most relevant knowledge in an outstanding user adventure, with a superior look and feel together with hassle-free internet proctored tests.

ITIL® is a registered alternate mark of AXELOS limited

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ITpreneurs licensed as ITIL(R) authorized practising company through PEOPLECERT neighborhood | killexams.com Real Questions and Pass4sure dumps

ROTTERDAM, NETHERLANDS--(Marketwire - 02/15/11) - ITpreneurs, a leading international issuer of competence construction programs within the area of IT most suitable practices, broadcasts receipt of certification as an ITIL accredited practicing organization (ATO) by PEOPLECERT group.ITIL is the most widely adopted method for IT carrier management on earth. It provides a practical, no-nonsense framework for picking, planning, providing and assisting IT capabilities to business.As an authorised courseware provider, ITpreneurs has fulfilled the PEOPLECERT community's accreditation requirements and is licensed to offer the comprehensive portfolio of ITIL v3 programs, including groundwork, Intermediate (Lifecycle and ability) and MALC (Managing across the Lifecycle).ITpreneurs licenses high satisfactory practising substances, offers industry professional instructors and organizes full training logistics from consumption via certification. Our options are used by means of practising and consulting businesses, universities, governmental and industrial organizations for practicing internal and exterior IT gurus.ITpreneurs develops our studying options via a crew of expert researching designers who work carefully with area specialists. This entertaining mix of abilities outcomes within the most inventive and instructionally solid ITIL training lessons purchasable nowadays.For extra counsel on ITpreneurs ITIL lessons, please consult with: www.itpreneurs.comAbout ITpreneurs ITpreneurs presents creative competence construction classes for IT optimum Practices. With talents in key domains together with ITSM, IT governance, advice safety, system growth, and venture administration, ITpreneurs provides counsel on disparate frameworks and integrated options. be taught more about us at www.ITpreneurs.com.About PEOPLECERT GroupWith greater than 600,000 certified people and three,000,000 checks to this point, PEOPLECERT community offers impartial certifications that consider competence, understanding and capabilities, together with globally identified brands equivalent to ITIL, IASCC Lean Six Sigma, ECDL, city & Guilds and CEEL. The business operates worldwide, with 142 personnel and 1,000 associates and offers each paper and internet based exams in diverse languages through eight,850 international examination areas. For extra assistance please visit http://www.peoplecert.org/.ITIL® is a Registered alternate Mark, and Registered neighborhood change Mark of the office of govt Commerce, and is Registered in the U.S. Patent and Trademark workplace.

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ITIL 2011 Foundation

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10 Ways Adopting ITIL Can Help IT Support | killexams.com real questions and Pass4sure dumps

ITIL best practices for IT service management can transform the way your business and helpdesk operations function, and help you deliver a consistently great user experience (UX) to customers.

PCMag reviews products independently, but we may earn affiliate commissions from buying links on this page. Terms of use.

ITIL is an invaluable resource for your company’s helpdesk or IT service desk operations. Regardless of the technology your business has implemented or the platforms you’ve invested in, the ITIL library is a universal, tried-and-tested way to align your IT Service Management (ITSM) strategy with your organizational goals, in use around the world in corporations and institutions from Microsoft and IBM to Disney and NASA.

In general, helpdesk systems are either built to focus on ITIL or they avoid it entirely and opt for a different set of practices. Typically, ITIL helpdesk products are aimed at the IT service desks that support larger enterprises, while those that avoid the standard tend to offer more intuitive, if less feature-rich, user interfaces aimed at companies seeking to support customers rather than employees. In PCMag's review of helpdesk solutions, Vivantio Pro is our current Editors' Choice winner among products that adhere to ITIL.

The ITIL set of IT best practices has been around since the 1980s, evolving along with modern business needs to keep the focus on one core concept: what’s best for the customer. ITIL is currently owned, licensed, and managed by AXELOS, a joint venture company created by the U.K. government in partnership with professional services firm Capita to oversee a number of formerly government-run best practices. PCMag spoke to Akshay Anand, ITSM Product Development Manager at AXELOS, about what ITIL is, how it differs from ITSM, and how adopting the best practices can transform how your IT organization functions and how it provides service to customers.

Is ITIL redundant in the cloud? | killexams.com real questions and Pass4sure dumps

ITIL is said to be the planet’s most widely adopted approach for IT service management. Originating as a set of books drawn up by the UK’s Office of Government Commerce to oversee ‘organisational effectiveness’, ITIL has always set out to provide qualitative and quantitative measurement of technology services provided at an infrastructural level.

But with cloud computing now shouldering the application and data storage needs of so many firm’s IT infrastructure, new questions are naturally thrown up. Has the ITIL standard outgrown its roots for the average company, so that now it should be applied to cloud hosting providers first and foremost? Should IT service providers still conform to ITIL and provide evidence that any cloud services they buy in also adhere to the same levels of functionality? Just where exactly do we start?

The official ITIL website defines its approach as, “A practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business.” But more than this, ITIL advocates that IT services should underpin core business processes to facilitate business change, transformation and growth. The problem today is, with this ‘underpinning power’ being increasingly supplied from the cloud, how do we now agree who owns the responsibility for ITIL compliancy?

Kevin Parker, VP and chief evangelist with application release management specialist Serena Software suggests that ITIL acts as a foundation for managing the delivery of services to end-users; and this is a situation that does not change if the services are delivered from the cloud, even if the customer sees less of the back-end infrastructure.

"For cloud service providers, there are two aspects here. Firstly at a basic level, following ITIL can help them be more efficient in delivering services to customers. Second and more crucially, the question arises as to whether they choose to use ITIL as a marketing tool; branding their services as compliant with ITIL best practices to demonstrate to customers that they are efficient organisations that can help meet their needs, says Parker. " ITIL is widely known and understood in both the public and private sectors, so this step could help convince customers to move their applications over to the cloud," he adds.

What is ITIL? Your guide to the IT Infrastructure Library | killexams.com real questions and Pass4sure dumps

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 help 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 series 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 work with the U.K. public sector as a catalyst 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 be commercialized; rather, it was to gather 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 standard procedures that were increasing costs and allowing errors to perpetuate. It quickly became apparent 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 standard for IT service management; it is based on British standard BS15000.

Since 2013, ITIL is owned by Axelos — a joint venture between the Cabinet Office and Capita. Axelos gives businesses the license to use the ITIL framework, while managing updates and process changes. However, to use ITIL internally, organizations do not need 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, flexible and customizable version of ITIL that is updated for modern businesses. The latest version encourages less siloes, more collaboration, communication across the entire business 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 same focus on automating processes, improving service management and integrating the IT department into the business. However, it also updates the framework to accommodate and answer to modern technology, tools and software. Since ITIL’s last update, the IT department has grown to become integral to every business and the new framework accommodates this by being more agile, flexible 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
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it simple
  • The newest version of ITIL focuses on company culture and integrating IT into the overall business structure. It encourages collaboration between IT and other departments, especially as other business units increasingly rely on technology to get work done. ITIL 4 also 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, see “ITIL 4: ITSM gets agile.”

    How do I put ITIL into practice?

    ITIL is a collection of e-books, but merely going on a reading binge won't improve your IT operations. First, you have to wrap your brain around the concepts and then get staff buy-in. Getting some IT personnel to adopt new procedures can be like herding cats, but there are tools that can help.

    Along with the ITIL comes a whole 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 need to be accredited directly by Axelos in order to offer 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 continual service improvement.

    For a deeper look at putting ITIL into practice, see "7 questions to ask before implementing ITIL" and "How to get 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 level required a stronger depth of knowledge and understanding of ITIL. The certification scheme under ITIL 4 has been streamlined to include 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 have 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 teach professionals everything they need to know about running successful IT projects, teams and workflows.

    Modules include:

  • ITIL Specialist – Create, Deliver and Support
  • ITIL Specialist – Drive Stakeholder Value
  • ITIL Specialist – High Velocity IT
  • ITIL Strategist – Direct, Plan & Improve
  • The ITIL Strategic Leader (SL) exam is designed for those who deal with “all digitally enabled services,” and not just those that fall under IT operations. This path focuses on how technology directs business strategy and how IT plays into that.

    Modules include:

  • ITIL Strategist – Direct, Plan & Improve
  • ITIL Leader – Digital & IT Strategy
  • Both paths can lead to the ITIL Master exam, which is the highest level 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 new certifications. Axelos recommends that all ITIL certification candidates continue the path towards ITIL master.

    For in-depth analysis of ITIL certification, see "What ITIL certifications mean to your IT management practices."

    How can ITIL improve my company's business performance?

    A well-run IT organization that manages risk and keeps the infrastructure humming not only saves money, but it also allows the business people to do 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 get back to work 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 use of proven best practice processes
  • improved customer satisfaction through a more professional approach to service delivery
  • standards and guidance
  • improved productivity
  • improved use of skills and experience
  • improved delivery of third-party services through the specification of ITIL or BS15000 as the standard for service delivery in services procurements
  • According to Axelos, ITIL can also help businesses improve 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 still allows for growth, scale and change.
  • For a deeper look at how to get the most from ITIL, see "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 be a week or more.

    Add to that the inevitable cost of re-engineering some processes to comply with ITIL guidelines, and adjustment of help desk or other software to capture the information you need 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 help 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 help 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 improve IT service management. Best practices have to be baked into everything, and they have to evolve as the enterprise evolves. With IT staff buy-in, changes can begin once staff are trained, and some results should be apparent within weeks or months. Process changes do take time, however, as entrenched bad practices are rooted out and modified (and, potentially, staff changes occur), but many companies have reported substantial savings after their first year.

    To get a better idea of what it will take to adopt and implement ITIL, you can browse through case studies on the Axelos website. Recent case studies include companies like Sony and Disney — two companies with massive IT operations to manage.

    What savings can I expect?

    Corporations and public sector organizations that have 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 help 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 have 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 include the fact that it’s impossible to plan 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 use it effectively. Ultimately, since ITIL is a framework, it can only be as successful as corporate buy-in allows. Embracing certifications, training and investing in the shift will help increase the chances of success and savings.

    Copyright © 2019 IDG Communications, Inc.

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