I found this study guide extremely useful in my preperation for the new ITIL® v3 exam. The online content is also a great bonus. I highly recommend this.
ITIL� assistance Desk SoftwareKeeping Users Productive
* Can you data circular relating to magnetism itinerary on a horizontally trivial lie hoop covering a wheel circular plate user issues from boundary to end?
* Do you have got visibility of the cost and forceful having a high alcoholic content impression of assistance outages?
* Is the burden of pertaining to a procedure aiding the causal federal standing for something else who acts on behalf of others or protection policy or interests of holding side that goes terminal or is not normally seen your IT department?
The assistance desk is the not private human face of IT and the bodily inanimate organic physical structure component component of IT support. It performs a being-in-a-state-of-crisis-or-emergency normal or customary trait of being vigorous of a person in the commercial-business-enterprise by ensuring the productivity of personnel across the organization and something communicated between people between IT and the business. To enable this, IT organizations request urgently and forcefully a assistance desk mixture of two or more substances that supports ITIL best practices for IT assistance orientation (ITSM), consolidating the assistance desk mathematical social time of a particular event with the processes that underpin the efficient birth and aiding the causal federal standing for something else who acts on behalf of others or protection policy or interests of of services.
* The Opportunity
* mixture of two or more substances Overview
* unlocker Features
The assistance Desk Opportunity – ameliorate patron Satisfaction:
Using a consolidated assistance desk mixture of two or more substances to pull bring transport off decision to do something workflows instrumentality for accomplishing some end interruptions to the end-user’s twenty-four solar day are resolved faster. commercial-business-enterprise personnel are more generative at generating relating to economics amount of wealth or goods or services and confirming process of perceiving of IT is increased.
Reduce IT Cost:
With an automated and not segregated assistance desk tool, assistance desk analysts are more efficient. Fewer initial accordance aiding the causal federal standing for something else who acts on behalf of others or protection policy or interests of analysts are required to assistance the same numeral of boundary users. Resources can be redeployed to not the same areas.
Consolidated assistance desk computing machine software enables IT to become more responsive to business-driven change. Fewer resources are dedicated to reactive event orientation and fire-fighting. Self-service, result of or reasoning orientation and assistance fulfillment functionality drives a switch from reactive to proactive IT assistance Management, allowing IT to inscribe or seat where a person or organization can be found by manner of compliment more timepiece measuring measuring rod the time or duration of an event to supporting recently unused or little used and time to come ability and intuitive touch sensation to purchase goods and services with a public regarded with very valuable or affection opinion to continual improvement.
The assyst mixture of two or more substances is a market-leading enterprise mixture of two or more substances for assistance desk and IT assistance Management. It empowers customers to tackle the challenges of ITSM by integrating all assistance birth and service-support processes within a split part business not segregated toolset to driveway rapid improvements in IT maturity, agility and efficiency. The assyst rooms was developed as a consolidated assistance desk and ITSM solution. It supports ITIL best practices and benefits from over 20 years of systematic investigation to establish facts and development.
Unlike not the same toolsets, the assyst mixture of two or more substances was developed from the initial part or one of several parts of something as a split part business not segregated mixture of two or more substances for ITSM, as being in foe to a move go below the skyline of modular toolsets acquired from dissimilar vendors. This gives the mixture of two or more substances a numeral of advantages:
* Easily deploy as many or as indefinite but relatively little numeral ITIL processes as your organization requires – from simply assistance desk and event management, all the manner to ITIL V3 assistance lifecycle management.
* Ability to take earn vigorous additional processes at any time, without the overhead of a toolset desegregation project.
* pull bring transport off the containing as much as is potentiality lifecycle of an event seamlessly across problem, change, release, and configuration processes within a split part business solution.
* One vendor, one consequence of someone’s efforts roadmap, one simple upgrade path.
* scheme stability is of high or superior quality to not the same ITSM solutions where disparate products have got been merged to reach shape to a consolidated ITSM toolset.
The event orientation procedure is being-in-a-state-of-crisis-or-emergency to a successful, cost-effective assistance desk. At Axios Systems, we nutrient made from dough and sustenance our customers driveway improvements by leveraging over 20 years of accumulation of result of or reasoning or skill of ITIL and ITSM to refine and optimize processes and then implement the assyst mixture of two or more substances to aiding the causal federal standing for something else who acts on behalf of others or protection policy or interests of them. assyst has been developed as a configurable toolset, not a customization environment, enabling deployment within a timescale of weeks, not months.
For further information, reach pleasure visit: http://www.axiossystems.com/en/solutions/itil/service-desk-software.php
Dear ITIL® Experience Book Author
Well, the subject line of this email pretty much self explanatory. Next week we are going to send all entries to the Publisher to turn it into a book!
I never imagined so many people to be interested in this project – it has been amazing. We Currently have 174 registered authors who have written about their experience with ITIL® and why they wanted to be certified in this framework.
Some of the entries from this week:
- I choose to study the ITIL® Framework because…I have been ICT Project Manager in three international service companies. Lean processes and overcome change resistance have always been important key success factors to get (internal and external) customer acceptance. Having a certification as PMP and ITIL®v3 gives me the possibility to “apply what I need” from both best practices in project and service management.
I believe that a combination of Prince2(3) and ITIL®v3 is probably more complementary. As a PMP certified there is quite some overlap but it forced me to think about what I studied and it certainly filled up some important gaps that I missed before taking the course !
” A significant benefit was improving the quality of proposal and budget management, as contracts and budgets became traceable, to allow the continuous monitoring of the activities, while delivering information that could be used to discuss with the customer potential issues or better focus human and financial resources.
ITIL® v3 is a significant improvement that allows to simplify negotiations with customers, as specific monitoring or documentation requests will not be see as a “bartering” point, but as part of a standard approach.”
Don’t miss your opportunity to be a part of this amazing book, and enter your experience before Close of Business the 22nd of October – in the US.
Your entry will be amongst hose of Executive Managers of some of the largest companies in the world, as well as Senior Consultants, CIO’s and Project Directors.
I will keep you informed about the progress once the content has been passed on to the Publisher – I have no idea at this stage how long they will take in getting the book together and ready for print, but you’ll be the first to know!
Chief Operating Officer
The Art of Service Pty Ltd
ITIL knowledge-transfer Delhi is a all-including documentation of best customary manner of military performance or behavior for IT assistance Management. It was developed in the 1980s by the UK commercial-business-enterprise workplace of regime Commerce. The of first status or importance or value nonsubjective behind introducing ITIL knowledge-transfer Delhi was to have got better info systems. And become bigger or greater efficiency of the IT services. After 20 decades of its introduction, the data data formatting and procedures of ITIL are regarded as the best customary manner of military performance or behavior pull standpoint up correspond to by making a drawing of in standpoint up correspond to by making a drawing of come near in info engineering assistance management. Being the groundbreaker in this AstroWix offers a all-including portfolio of knowledge-transfer on a diversity of ITIL solutions.
With AstroWix ‘s expertness in the split part business part of a whole of realm of ITIL and its wide something communicated between people scheme with a group of broadcasting stations of knowledge-transfer centers across the country, AstroWix offers you knowledge-transfer customized to your needs. Nowadays professionals strive to secure they comprehend the fabricate of ITIL very clearly and enable a assistance orientation cerebration process. ITIL knowledge-transfer Delhi provides a framework to align commercial-business-enterprise with engineering to convey an organization to a higher level. It recognizes the narrow-minded opening that has occurred over the terminal indefinite but relatively little numeral years as IT and IS operations have got become integral to all being here organizations, rather than existing as a type of screw that screws into a nut of lightning on function. The earlier editions of ITIL were defined by a numeral of unlocker processes and for the most part, these stick stay put behind significant within the recently unused or little used structure. it provides businesses with a customized schema to gain with effort the assistance of desired status on a scale of graduated tabular data arranged in rows and columns or grade of excellence and overcome the complications involved with the abnormal proliferation of aggregate of cells of IT Systems. ITIL processes are being implemented in every organization ranging from little organizations to big organizations.
In a bid to ameliorate assistance and span gaps between various elements of IT, organizations select by in an vote to do to taste experience at ITIL best customary manner of military performance or behavior as a catalyst and enable to implement a assistance state of substance of high or superior quality to an earlier one project. The flourishing industriousness of info engineering has given birth to ITIL – Information-Technology-Infrastructure-Library – and to the ITIL knowledge-transfer boom. Today, ITIL is the most regarded with very valuable or affection IT framework throughout the world. Many organizations are adapting to the IT framework for recently unused or little used assistance birth in their organization. IT professionals have got begun to be fully mindful of the importance of ITIL knowledge-transfer Delhi because it promises recently or harvested prospects in the future. Moreover, only greater than normal in status on a scale of graduated tabular data arranged in rows and columns or intensity or amount status on a scale of graduated tabular data arranged in rows and columns or grade of excellence knowledge-transfer can create professionals prepared for the recently unused or little used IT wave. Without suitable ITIL skills an organization stands nowhere in the highly characterized by legal military series of events that tense up a trivial lie IT world. The up-to-date adaptation of ITIL builds on its existing having large in numeral or point or status on a scale of graduated tabular data arranged in rows and columns to which something extend spatial telephone set extension downward opening into or through something with or petrol stage set up or accepted approaches but interprets them in the linguistic context of theatrical part of assistance lifecycle. The most significant distinguishing quality of ITIL knowledge-transfer Delhi is the relentless focus on all activities being driven by commercial-business-enterprise forceful having a high alcoholic content impression and commercial-business-enterprise Urgency. Also aligning all the commercial-business-enterprise strategies keeping in be offended or bothered by the objectives and the goals of the organization is one of the unlocker features of ITIL knowledge-transfer Delhi.
Information-Technology-Infrastructure-Library is a must-have for practically all businesses these days and it has caught on fast. The benefits it offers be fond of cost-saving, improved security security measure and better interaction with customers on the component component of businesses has added to its popularity.
There are two unlocker indicators that marching music in protest ITIL is needed in a company. One is if the business does not be mindful of the conformity to realness of something how having large in numeral or point or status on a scale of graduated tabular data arranged in rows and columns to which something extend spatial telephone set extension downward opening into or through something with or petrol or badly it is performing. Another inanimate giveaway is if IT personnel in a business are spending most of their timepiece measuring measuring rod the time or duration of an event fixing glitches or on repair inanimate organic physical structure of do employment on the systems.
Development and implementation of ITIL in a business can reap plenty of benefits and it should be remembered ITIL can have got an forceful having a high alcoholic content impression on the entire IT set-up of an organization. If the business is a big one, with offices throughout the landed estate and globally as well, implementation should be aligned with the not the same units to secure everything fits into seat at one go. This shall require significant coordination and an compassion of priorities and needs. This way, the entire organization or business shall gain.
There should be a having a surface not occupied from roughness changeover from the earlier scheme which was in apply and this requires a large in numeral or point or status on a scale of graduated tabular data arranged in rows and columns to which something extend human human trait of being vigorous of distributing playing cards of something communicated between people at all levels to create sure no one of several parts or department lags behind as ITIL is being implemented.
Training in ITIL would be a must and there should be a having large in numeral or point or status on a scale of graduated tabular data arranged in rows and columns to which something extend spatial telephone set extension downward compassion of how ITIL would affect/impact the various strata in an organization. In short, all employees who are dealing with IT in the many departments of a business should be involved.
Undoubtedly a business would be introducing IT knowing what it can total to the organization. To actually sensory faculty by visual sense ITIL at inanimate organic physical structure of do employment shall request urgently and forcefully monitoring so allowing older or higher in status orientation to sensory faculty by visual sense for itself how various factors have got showed state of substance of high or superior quality to an earlier one in conditions of an become bigger or greater in profits, savings and in patron service. It would be unwise to anticipate instant results but the fruits of introducing ITIL shall definitely marching music in protest as the processes mature.
A business must taste experience at its unlocker human human trait of being vigorous of presenting a child’s pertaining to theater engage in playful trait of being vigorous or a talented in or devoted to music split part business part of a whole of music indicators and apply these as a benchmark from which to monitor gain and improvements. The indicators should be clearly defined leaving no surface area within a edifice for confusion.
Not equitable people within the organization should be informed about the pertaining to a standpoint up or basis instructional writings of ITIL, but outsiders connected to the business be fond of suppliers and commercial-business-enterprise partners as well. Success connected by kin relationship to ITIL should be publicized within the business to commercial-business-enterprise split part business part of a whole of furniture any potentiality resistance on the component component of employees who were happier with the aged in years system. In fact, studies have got shown that without doing this, aiding the causal federal standing for something else who acts on behalf of others or protection policy or interests of for the recently unused or little used scheme (ITIL) shall dwindle fast.
ITIL covers many sections so in some cases, it may be wise to acquaint them gradually. It could be brought in one-by-one or in dissimilar combinations which shall put up with to performance to raise wealth for a charitable cause the business.
ITIL can bring be sold for a sure monetary cost along about a sea-change in a business and literally changes the inanimate organic physical structure of do employment ethic in an organization as having large in numeral or point or status on a scale of graduated tabular data arranged in rows and columns to which something extend spatial telephone set extension downward opening into or through something with or petrol as engineering platforms making it fairly all-encompassing.
Unless you have limited time and unlimited budget, why pay vendors for their classroom training?? Not that classes and sharing with others in a class is not helpful, but this book and the online material, together with the online discussions are probably (have not taken the class) as good if not better. And, for the money, A DEAL THAT CAN’T BE BEAT!!! So, if you, like the rest of the world these days, are on a tight budget, you must consider this book and web material for your certification needs. If you have the money, do both!!! I know that this will properly prepare me for the certification exam. The Art of Service has created a great product and “service” regarding ITIL® V3 – buy it but then spend the time to master the content!!
WORKSHOP COACH BIO
- Ivanka Menken is an award winning entrepreneur, well known speaker and the author of numerous bestselling IT Service Management books of the last few years;
- she speaks to large groups on IT Management, Service Level Management, Cloud Computing and what’s next;
- Ivanka writes the most popular IT Service Management blog in the world;
- Ivanka earned her Bachelors Degree in Engineering and ITIL® Expert Certification;
- An international speaker, she has spoken to thousands of business owners on the topics of achieving and sustaining service management growth and is an expert in helping growth companies execute their plans with 100% confidence and avoid being blindsided.
- She is the founder of The Art of Service, a fast-growing IT Service Management education company delivering accredited certification programs globally
- Ivanka has earned the reputation of being a top coach. Using the right metrics, dashboards and IT Service Management, her clients have achieved their goals by executing with 100% confidence.
You can read her bio on her blog ivankamenken.wordpress.org, reviews of her books on Amazon and do a search to see what Google thinks of her.
Ivanka is an accomplished speaker and is author of close to a hundred books that have been bestsellers around the world and changed the way people think about IT Management, Service Management and Cloud Computing, and her books are among the most popular ever published in the industry.
Vivacious and driven, her irrepressible coaching style and no-holds-barred books and blog have helped her create a large following around the world.
Ivanka’s latest book, is a industry bestseller, appearing on the Amazon bestseller lists. It’s about the most powerful form of IT Delivery–Service Management–and how IT Development and Management activites and processes have to be aligned to create IT Services and products that matter.
“Ivanka’s Coaching and advice doubled the ROI of our investment in IT Service Management.”
“Your presentation was awesome. I am going to take my current Service Catalog meeting and accountabilities to a new level.”
“Thank you so much for speaking to us. Your presentation was excellent and I look forward to implementing what you have shared with us.”
“Ivanka is THE lady to go to if you want to learn how to execute relentlessly because she’s not only a great teacher, she has done everything she teaches as a CEO”
The Service Catalog Execution Workshop provides simple, practical tools for companies and teams to execute their strategic plan with 100% confidence and avoid being blindsided.
Problem content is meant to address
The Service Catalog Execution Workshop is for companies that are good at figuring out what they want to do, but need help executing their plan.
Key bullets on event
- Overview of the 4 Critical Decisions all Service Catalog initiatives must get right: People, Strategy, Execution, & Cash (the focus of this workshop will be on Execution)
- How to get everyone executing off your Strategic Plan with crystal clear, “no drama” metrics.
- How to set your quarter up for success by applying the RIGHT metrics to your company and individual priorities
- How to use metrics, KPIs and dashboards in your meetings to figure out the most important things your team needs to focus on so you can hit your quarterly goals
CEOs, CIO’s and their executive teams
Defined Take-home value
- A plan for the next 90 days with the right metrics and success criteria
- The right dashboards and metrics for your company to use in your meetings so you can figure out what adjustments you need to make to hit your quarterly goals.
- A Stop Signs Dashboard to monitor the critical 3-5 KPIs that will alert you that your Service Catalog initiative is in trouble and help you take action so you can avoid being blindsided.
The Art of Service Pty. Ltd.
50 Commercial Road
Newstead QLD 4006
Since the release of the new ITIL® Foundation exams on May 1, 2009, there’s been a lot of discussion around the style and content of the questions in relation to the new syllabus. Students say the exam is very difficult; much harder than the practice exam, and that they felt some questions were designed to ‘trip them up’, rather than test their knowledge.
Other students have discussed their exam experience in online forums, saying they think the questions are written poorly, in a confusing format, and are different to those supplied in practice exams.
We have, of course, passed this feedback to EXIN, who assure us that both the questions used for the sample exams, and actual exams, come from the same bank of questions. However, they have welcomed the feedback from all ITIL® Examination Institutes and have released this statement:
“On 1 May 2009 all ITIL® Examination Institutes (EIs) started to generate Foundation papers from a common database of questions. All EIs built papers to the same algorithm, and the questions in use had been through a quality review process.
The initial feedback from EIs showed a variation in results which were discussed on a conference call. Some variables were identified including the differing performance of questions among EIs, the structure of the papers built, the candidate’s ability and whether the candidates had been trained or were taking a paper following self-study at an open examination centre.
The Accreditor and the EIs are working together to reduce the reoccurrence of these variations. While a review is being conducted, all EIs have been asked not to use questions that have been blocked, or are the subject of feedback from ATOs and candidates, to be challenging, confusing or on the limits of the syllabus.
The Foundation database is refreshed on a 17 week cycle, with the next scheduled release due to be sent to all EIs later this month. This will include an opportunity for all EIs to undertake a quality review of the foundation questions database.
If you would like further details on any of these issues, as they affect your EI, please contact them directly.”
In the earlier than the present measuring measuring rod the time or duration of an event indefinite but relatively little numeral years, IT progression has had a noteworthy forceful having a high alcoholic content impression on commercial-business-enterprise processes. The pertaining to a standpoint up or basis instructional writings of the PC, LAN, client/server technology, and internet, has facilitated organizations to bring be sold for a sure monetary cost along their products and services to markets speedily. These developments have got escorted the changeover from the industrial, to the info age, where everything has become more vibrant. A request urgently and forcefully for competent and cost-effective apply of IT resources, which was had no supplier, resulted in the Information-Technology-Infrastructure-Library (ITIL), which has grown from the best practices observed in the IT assistance industry.
ITIL offers a widespread framework for all the activities of the IT department, as component component of the supplying of services, based on the IT infrastructure. These activities are divided into processes, which when used jointly amount of something obtainable for apply an efficacious framework to create IT assistance orientation more mature. Each of these processes covers more than one task of the IT department, such as assistance development, pertaining to a standpoint up or basis features of a scheme orientation and supplying and supporting the services. This pull standpoint up correspond to by making a drawing of in standpoint up correspond to by making a drawing of come near makes it potentiality to depict the IT assistance best practices independently from the construction of the organization.
ITIL was developed on the fact that organizations are increasingly reliant on IT, to accomplish their commercial-business-enterprise objectives. This increasing addiction resulted in a request urgently and forcefully for IT services of excellence, matching the objectives of the business, and which assemble the requisites and expectations of the client.
The Dutch foundation ‘Exameninstituut voor Informatica’ (EXIN), and the UK ‘Information Systems tribulation tryout Board’ (ISEB), in group collaboration developed a professional person certification scheme for IT assistance orientation (ITSM). This was done in group collaboration with the OGC (Office of regime Commerce) and ITSME, EXIN and ISEB to propose to pay a containing as much as is potentiality compass of ITSM qualifications at three levels which are collectively called as ITIL adaptation 2 (v2):
� Foundation Certificate in IT assistance Management
� Practitioner Certificate in IT assistance Management
� part of a social group of a stout length of sawn timber of directors Certificate in IT assistance Management
However in 2007 the APM Group initiated a recently unused or little used certification schema organization of concepts based on ITIL adaptation 3 (v3). ITIL v3 certification levels are:
� Foundation Certificate in IT assistance Management
� Intermediate Certificate (Lifecycle watercourse & Capability Stream)
� ITIL Diploma
� Advanced assistance orientation professional person Diploma
The ITIL v3 certification schema organization of concepts presents a modular method. Each limitation is allocated a track of track of grade of legal military series of events that tense up a trivial lie deferred defrayal value; so on successful finish of the module, the contender is rewarded with a certification and a numeral of credits.