itil foundation certificate in it service management(exin) : ex0-100 Exam
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Update Time: 2008-6-9
This new title presents readers with an approach to software development that builds on established processes and also achieves a goal of better alignment of IT services within the business needs.
The concept of IT service design is certainly not a new one, but in the past, organizations have had to focus first on improving the underlying operational processes which act as the foundation of the IT enterprise. Industry Best Practice guidance, such as ITIL® and ISO20000, describes most processes, although certain aspects could be given greater prominence:
security management
application management
software change management
IT asset management
a close mapping of project management and resource management
The lack of detail within these elements poses a problem when an organization decides to move to an IT service design model, because quality, stability and availability of an IT service are determined by all of the lifecycles that flow in and out of the service lifecycle.
For example, IT Assets have their own lifecycle, from the time of requisition through to retirement, and this overlaps at predetermined points of the overall service lifecycle: impacts from one, have a ‘domino effect’ on the others.
This book helps readers to understand how better to apply process discipline to their environment, in order to deliver a higher quality of service at a lower cost to their business.
CA (Computer Associates) is a well-known thought leader and service provider in this field. Both of the Authors are Vice Presidents at CA and well established experts, being respectively (Brian Johnson) the brains behind ITIL v1&2 and Service Management Process Maps, and (John Higgins) leading Business Service Optimization Practice, including Software Change Management. This book covers best practice as described in all three versions of ITIL, and treats ITIL in generic, rather than version-specific terms. Where a particular version is applicable, it is clearly specified in the text.
The leading standards within the Service Management Community explained!
The Official itSMF Pocket Guide to ITIL V3
This really popular pocket guide is a quick, portable reference tool designed for managers, to give an overall picture of the ITIL V3 upgrade. Covering not only the ITIL V3 Service Lifecycle approach, to provide even greater value, this handy new guide also describes the ITIL V3 functions and processes in a separate section as well!
Introduction to the Service Lifecycle
Lifecycle Phase: Service Strategy
Lifecycle Phase: Service Design
Lifecycle Phase: Service Transition
Lifecycle Phase: Service Operation
Lifecycle Phase: Continual Service Improvement
Introduction to Functions and Processes
Functions and Processes in Service Strategy
Functions and Processes in Service Design
Functions and Processes in Service Transition
Functions and Processes in Service Operation
Functions and Processes in Continual Service Improvement
Every ITIL Consultant/Manager MUST own this pocket book!
I am an ITIL Consultant and an ITIL Trainer, with MBA in Technology Management. When I first looked at version 3, I smelled MBA style of Service Management and no doubt, ISEB released a Diploma there after.
I wanted some text that could tell me exactly and precisely, like a summary of ITIL v3 life-cycle approach and how each process fits in the life cycle; without going over the five fat books.
And I found this. I based my buying decision on other buyer’s comments on amazon; however found that this book is invaluable.
I now use it before the meetings to prepare my list of questions and of course, its so small in size that I have it in my pocket most of the time at work.
Buy it…..and you will not regret your purchase.
A. Kumar
By popular demand this book is available in: English, Dutch, Italian, German, French, Spanish,
Coming Winter 2008: Japanese
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ex0-100itil foundation certificate in it service management(exin)
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Frequently Asked Questions
Why does my organization need ITIL?
Who is ITIL for?
What is ITIL Certification?
Why does my organization need ITIL?
• You can rely on a tried and tested processes of more than 20 years standing.
• You will have access to many templates, checklists and documents.
• You will see relatively quick results.
• ITIL helps you separate administrative tasks and technical tasks so that you assign the most appropriate resources.
• It helps keep costs in the organization to a minimum.
• You can keep segregate non-technical staff from having to get too involved in technical support issues.
• You will be able to better measure technical support performance.
Who is ITIL for?
Information technology service providers, IT directors and managers, Business Managers and indeed, any organisation that depends on IT Services.
What is ITIL Certification?
There are three levels of certification:
Foundation Certificate
The Foundation Certificate enables people to understand the terminology used within ITIL. It focuses upon foundation knowledge with regard to the ITIL Service Support and Service Delivery sets as well as covering generic ITIL philosophy and its background.
Practitioner’s Certificate
This is a qualification on the specific disciplines within the ITIL Service Support or Service Delivery set, including customer and IT organization communication .
Manager’s Certificate
This is aimed at experienced professionals, who will be involved in the management of service management functions.
The ITIL concept emerged in the 1980s, when the British government determined that the level of IT service quality provided to them was not sufficient. The Central Computer and Telecommunications Agency (CCTA), now called the Office of Government Commerce (OGC), was tasked with developing a framework for efficient and financially responsible use of IT resources within the British government and the private sector.
The earliest version of ITIL was actually originally called GITIM, Government Information Technology Infrastructure Management. Obviously this was very different to the current ITIL, but conceptually very similar, focusing around service support and delivery.
Large companies and government agencies in Europe adopted the framework very quickly in the early 1990s. ITIL was spreading far and, and was used in both government and non-government organizations. As it grew in popularity, both in the UK and across the world, IT itself changed and evolved, and so did ITIL.
In year 2000, The CCTA merged into the OGC, Office for Government Commerce and in the same year, Microsoft used ITIL as the basis to develop their proprietary Microsoft Operations Framework (MOF).
In 2001, version 2 of ITIL was released. The Service Support and Service Delivery books were redeveloped into more concise usable volumes. Over the following few years it became, by far, the most widely used IT service management best practice approach in the world.
In 2007 version 3 if ITIL was published. This adopted more of a lifecycle approach to service management, with greater emphasis on IT business integration.
The Five ITIL Volumes
The Five ITIL Volumes are as follows:
Service Strategy
The Service Strategy book provides a view of ITIL that aligns business and information technology. It specifies that each stage of the service lifecycle must stay focused upon the business case, with defined business goals, requirements and service management principles.
Service Design
The Service Design book provides guidance upon the production/maintenance of information technology policies, architectures, and documents.
Service Transition
The Service Transition book focuses upon change management role and release practices, providing guidance and process activities for the transition of services into the business environment.
Service Operation
This book focuses upon delivery and control process activities based on a selection of service support and service delivery control points.
Continual Service Improvement
This book focuses upon the process elements involved in identifying and introducing service management improvements, as well as issues surrounding service retirement.
ITIL Version 2
The previous version of ITIL focused less on lifecycle, and more on process. It was organized into a series of eight sets, which themselves were divided into two main areas: service support and service delivery.
ITIL Service Support
How does the data center ensure that the customer has access to the appropriate services.
ITIL Service Delivery
Service Support comprised those disciplines that enable IT Services to be provided effectively. These are boradly concerned with delivering and supporting IT services that are appropriate to the business requirements of the organisation.
Service Support is divided into:
Change Management
Release Management
Problem Management
Incident Management
Configuration Managment
Service Desk
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ITIL® Refresh (ITILv3) – the new version of ITIL® – The Official ITIL Lifecyle Publication Suite
Buy the ITILv3 Lifecycle Complete Library Plus
Book ITILv3 Foundation Training or ITILv3 Manager’s Bridging Training
Review and book all the available ITILv3 Bridging Courses and Training for venues across the UK
ITIL’s most recent version, Version 3 (ITIL Refresh) – as contained in the Official ITIL Lifecycle Publication Suite – represents an important evolutionary step in ITIL’s life.
The new ITILv3 Refresh is based on the concept of a Lifecycle of Service
The ITILv3 Refresh has transformed the existing ITILv2 guidance from “providing a great service to being the most innovative and best in class.” (TSO)
At the same time, the interface between old and new ITIL v3 approaches is seamless so that users do not have to reinvent the wheel when adopting it.
This means that many of the supporting books and tools that have evolved to support IT Service Management will continue to be valid and useful.
ITIL v3 allows users to build on the success of Version 2.
In general, V3 makes the link between ITIL’s best practice and business benefits both clearer and stronger. The main development is that V3 takes a lifecycle approach to guidance, as opposed to organising according to IT delivery sectors. The objective was to ensure that ITIL® continues to provide up-to-date and useful best practice guidance as technology continues to evolve. Here is the official ITIL Refresh Statement.
New ITIL®v3 (Refresh) Books, Downloads and Subscriptions
The official gateway to ITILv3 is The Official Introduction to the ITIL Service Lifecycle, which has high-level process models and describes all the other books in the library.
The ITIL V3 (ITIL Refresh) – Official Lifecyle Publication Suite contains the five core ITILv3 books, which are designed to be read together:
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
The new ITILv3 library was first published on 31 May 2007 and the entire library as well as individual titles are available in
soft covers,
downloadable pdf (Adobe Digital Editions),
online subscription (single user), and
eBook (MobiPocket eBook) version.
a Multiple user online subscription, which is applicable only to the Complete Publication Suite and/or the Official Introduction.
All the above formats are available from the IT Governance online shop, as is the official set of ITILv3 Key Element Guides.
The ITILv3 Foundation Starter Kit is the best starting point for anyone looking to learn the basics of IT Service Management with ITIL.
ITIL® Refresh: overview and benefits
OGC research confirms the benefits of this new approach which:
Establishes the integration of business strategy with IT service strategy.
Enables agile service design and a ROI blueprint.
Provides transition models that are fit for purpose in a variety of innovations.
Demystifies the management of service providers and sourcing models.
Improves the ease of implementing and managing services for dynamic, high risk volatile and rapidly changing business needs.
Improves how measurement demonstrates value.
Identifies the triggers for improvement and change anywhere in the service lifecycle.
Addresses the current gaps and deficiencies in ITILv2.
The new approach changes the relationship between IT and business whereas before, ITIL worked to align service management with business strategy, V3 integrates it into a single ecosystem.
Other developments include:
new IT strategies, for outsourcing and co-sourcing, for example;
new concepts such as a new Service Management Knowledge base that helps transform captured information into organisational intelligence;
new processes such as request fulfilment;
process expansion, such as event management;
new practice areas and organisational structures; and
new methods of delivering ITIL.
The ITILv3 model contains the processes needed to manage services within the lifecycle structure. The core practices of Service Management life stages are then supported by more detailed complementary content specific to industry, stakeholder and practice topics. This makes the library more practical, easier to use and provides guidance specific to various stakeholder viewpoints.
To reinforce changes, the library has seen a major visual revamp with inspirational imagery based on natural themes and a new, clean layout.
MAPPING: ITILv2 to ITILv3
The 11 processes of the original ITILv2 are all in the five new core ITIL books of the ITIL Lifecyle Publication Suite. The table below maps those processes to the new books and identifies where the topic is dealt with primarily (‘PP’) and where there are secondary (‘S’) references, changes or enhancements to the process.
Service Strategy Service Design Service Transition Service Operation Continual Service Improvement
Service Level Management S PP PP
Availability Management S PP
Capacity Management PP S
Service Continuity Mgmt PP S
Financial Management PP S
Service Desk S PP
Incident Management S PP
Problem Management PP S
Change Management PP S
Release Management PP S
Configuration Management S PP
ITIL® Certifications in the ITILv3 world
ITIL certification has been managed by the ICMB (ITIL Certification Management Board). The ICMB is made up of the Office of Government Commerce (OGC), itSMF International, and the two current examination institutes, EXIN and ISEB.
As of the 20th of July 2006 the APM Group became the official accreditor for ITIL®. The APM Group has been responsible for the ITIL® examinations from the 1st of January 2007. They APM Group have replaced the ICMB with a board called the ITIL Qualifications Board (ITQB). They is responsible for all of the matters previously managed by the ICMB, and will in addition cover other areas.
All current ITIL version 2 qualifications remain valid after APM Group took over the qualification scheme in January 2007. The ITQB released (November 2007) its final guidance on the ITILv3 Qualfications Scheme and there is now a range of ITILv3 Bridge Courses to help individuals upgrade their qualifications from ITILv2 to ITILv3
Find out about distance learning options, study guides and other aids for the three levels of ITIL qualification. Read more about ITIL Classroom Training.
ITIL v3
From Wikipedia, the free encyclopedia
This article is written like an advertisement. Please help rewrite this article from a neutral point of view. For blatant advertising that would require a fundamental rewrite to become encyclopedic, use {{db-spam}} to mark for speedy deletion. (December 2007)
The Information Technology Infrastructure Library (ITIL) is a customizable framework of good practices designed to promote quality computing services in the information technology (IT) sector. As an IT Service Management (ITSM) framework, ITIL provides a systematic approach to the provisioning and management of IT services, from inception through design, implementation, operation and continual improvement. The processes identified and described within ITIL are supplier and platform independent and apply to all aspects of IT infrastructure. Since the mid 1990s, ITIL has been generally considered a de facto international standard for IT Service Management.[1]
The names ITIL and IT Infrastructure Library are Registered Trade Marks of the Office of Government Commerce (OGC), which is an Office of the United Kingdom’s Treasury. The content of the books is protected by Crown Copyright.
As part of the overall OGC suite of publications, ITIL does not provide guidance or best practices on project or program management. It does, however, recognize that they are key to a successful ITIL implementation.
ITIL has recently undergone a refresh, and this page presents information about the newly published version 3 (ITIL v3), the lifecycle core books for which were published on 30 May 2007. The major difference between v3 and its predecessor v2, is that v3 has adopted an integrated service lifecycle approach to IT Service Management, as opposed to organising itself around the concepts of IT Service Delivery and Support.
Contents [hide]
1 ITIL Service Management Practices (‘ITIL v3′)
1.1 Version 3 structure
1.1.1 ITIL v3 core volumes
2 References
3 External links
[edit]ITIL Service Management Practices (‘ITIL v3′)
Main article: Information Technology Infrastructure Library
In December 2005, the OGC issued notice of an ITIL refresh,[2] commonly known as Information Technology Infrastructure Library v3 (ITIL v3). The project culminated in the publication of five new core texts and a web based glossary on 30 May 2007. The ITIL Refresh project is being led by Sharon Taylor, chief architect of the ITIL Refresh, and president of the Aspect Group..
A key change to ITIL under version 3 has been a repositioning of the framework from the previous emphasis on process lifecycle and alignment of IT to “the business”, to the management of the lifecycle of the services provided by IT, and the importance of creating business value rather than just the execution of processes. Consequently, it was rebranded ITIL Service Management Practices in order to represent service management ‘best practice’. It is a publicly stated aim of the refresh to include more reference to ROI.
[edit]Version 3 structure
ITIL v3 comprises a set of core texts supported by additional complementary and web based materials. While the version 2 volumes were only available in English, limiting their use in non-English speaking countries, the core titles in version 3 are being translated into other languages. Among the initial target languages are Portuguese, Spanish, Japanese, Hindi/Urdu, Arabic, Mandarin and Dutch. This initiative is being led by the IT Service Management Forum, with resources and support from OGC.
[edit]ITIL v3 core volumes
Service Strategy focuses on the identification of market opportunities for which services could be developed in order to meet a requirement on the part of internal or external customers. The output is a strategy for the design, implementation, maintenance and continual improvement of the service as an organizational capability and a strategic asset. Key areas of this volume are Service Portfolio Management and Financial Management.
Service Design focuses on the activities that take place in order to develop the strategy into a design document which addresses all aspects of the proposed service, as well as the processes intended to support it. Key areas of this volume are Availability Management, Capacity Management, Continuity Management and Security Management.
Service Transition focuses on the implementation of the output of the service design activities and the creation of a production service or modification of an existing service. There is an area of overlap between Service Transition and Service Operation. Key areas of this volume are Change Management, Release Management, Configuration Management and Service Knowledge Management.
Service Operation focuses on the activities required to operate the services and maintain their functionality as defined in the Service Level Agreements with the customers. Key areas of this volume are Incident Management, Problem Management and Request Fulfillment. A new process added to this area is Event Management, which is concerned with normal and exception condition events. Events have been defined into three categories:
Informational events — which are logged
Warning events — also called alerts, where an event exceeds a specified threshold
Critical events — which typically will lead to the generation of Incidents
Continual Service Improvement focuses on the ability to deliver continual improvement to the quality of the services that the IT organization delivers to the business. Key areas of this volume are Service Reporting, Service Measurement and Service Level Management.
ITIL v3 uses the word “continual” as opposed to ITIL v2’s references to “continuous” service improvement (CSIP). Continual implies an activity that is undertaken on a phased, regular basis as part of a process. Continuous is more suitable for the definition of activities intended to operate without pause, such as the ultimate goal of availability.
There are a number of other titles available for ITIL version 3 including an Introduction, Study Guides, Key Element Guides details of which can be found within the Official ITIL site. This site also contains details of the examinations available for ITIL Version 3.
Some people may find the language ITIL uses to be obtuse. For example below is a quote for the Service Delivery Section of the Foundation course.
SERVICE AVAILABILITY: involves all aspects of service availability and unavailability, and the impact of component availability, or the potential impact of component availability on service availability.
[edit]References
^ Van Bon, Jan: “The Guide to IT Service Management, Vol. I”, page 131. Addison-Wesley, 2002
ITIL v3 – The Refresh
ITIL is a living framework. To continue to offer best practice guidelines it must evolve with time, to reflect developments in both the business and IT worlds. To ensure that this is the case, it is ‘refreshed’ or updated every few years.
Following its original release, the first ITIL refresh and re-publication came in 2000. From there, although ITIL continued to increase in popularity, it was not until December 2005 that the OGC announced that there would be another refresh, which became known widely as ITIL v3. A process was defined and a timetable was set.
In December 2006 the authors of the refresh were announced (two per book). The process was up and running.
THE ITIL REFRESH
The refresh process comprised of what were known as tranches, of which there were four:
1) Creation of ‘web-based products’ to support the authors
2) Publication of a new set of core books:
- Service Strategies
- Service Design
- Service Introduction
- Service Operation
- Continuous Service Improvement
3) & 4) Creation of study aids for the Foundation & other exams
In addition, there was be a clear translation process, and alignmnent with ISO 20000 was maintained, and strengthened.
The new volumes were finally published by TSO in May 2007. These are the current ITIL Service Management Practices.
The 1st edition of ITIL Version 3 News has been released by TSO.
It’s contents include:
ITIL V3 Adoption: One year on – Shirley Lacy
The Official ITIL V3 Library
Accreditations and Examinations: One year on
To view the complete edition please download from the link below.
EXIN Certification Read the rest of this entry
EXIN, the global IT examination provider is an independent organization establishing educational requirements, and developing and organizing examinations in the field of Information Technology. EXIN is well-known worldwide for its certificates in IT Service Management. With examinations based on standards like ITIL®, ASL, MOF, ISO/IEC 20000/ SQM, BiSL, and TMap®, EXIN plays an important role in the development of international qualification standards.
