Tag Archives: practice

Useful tool for certification preparation, May 10, By R. Keahey

I used the materials (book and online course) in preparation for the ITIL® V3 Foundation certification test. The book provided a good overview of the core concepts that were covered in the actual exam. The practice questions did a fairly good job in giving me an idea of “tone” of the questions that could be expected on the exam.The online course was a repeat of much of the material in the book, but was useful in adding the nuances that are sometimes overlooked by simply reading the material. The focus of the online course also helped to narrow in on the key concepts.Having spent many years in the IT services sector, the concepts of ITIL® were pretty basic for me. Having this course material helped me in two areas: (1) understanding the nature of the exam questions and (2) providing focus on the key topics. For a person who has no background in IT services, this would be a good addition to the ITIL® books to help in exam preparation.

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Implement the policies and procedures you need! – IT Professional’s Guide to Policies and Procedures

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policies and proceduresBest Practices in IT Policies and Procedures Toolkit Handbook

  • 10,933 Kb Zipped The Art of Service Tips
  • 110+ Policy and Procedure Template samples
  • 9 Policy and Procedure areas
  • Dramatically Increase development speed of your policy and procedures
  • Improve implementations with the 112 blueprints
  • 112 Policy and Procedures ready to use

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All-New, One-Stop-Shop For IT Policies and Procedures Best Practices

The Art of Service’s ‘Best Practices’ in IT Policies and Procedures Handbook is the one-stop-shop guide on building a ‘best in class’ streamlined program, whether you’re managing an enterprise level IT department or a small business IT Crew. Forget about searching the hundreds (maybe even thousands) of white papers, reports and blog posts about organizing IT. We’ve done that for you. Think of the ‘Best Practices in IT Policies and Procedures Handbook’ as your comprehensive information bank of practical tactics and instructions based on proven IT Management, including:

  • hundreds of  pages of research based IT Management information, tools and data
  • Based on The Art of Service’s best IT Management Case Studies
  • 10,933 Kb Zipped The Art of Service Tips
  • 110+ Policy and Procedure Template samples
  • 9 Policy and Procedure areas
  • 112 Policy and Procedures ready to use FOR
  • Senior IT management, who are looking for ways to develop strategies to maximize their ROI
  • Mid-level IT Managers who need practical and proven ways to implement and direct their IT Procedures.
  • (Junior) IT Professionals who need guidance on the fundamentals of all aspects of IT Management.
  • IT departments so that you’ll have the go-to resource to best practices and training of new staff.

Here are 5 ways you’ll personally benefit from the Handbook:

  1. Information – the basis for your IT Management decisions
  2. Results – examples to emulate and inspire
  3. Tools – checklists, worksheets, tables and spreadsheets to make your job easier
  4. Confidence – tactics and strategies used successfully by other IT Managers
  5. Power – the ability to think about IT Management differently

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Practical How-tos from the Real World

There are a total of 112 documents in this toolkit:

They are broken up in to nine relevant folders that contain policy and process information on specific areas, such as Information Security policies, Email and Internet Usage policies etc.  There are a variety of document styles found within this toolkit such as PowerPoint presentations (5), PDF Documents (5), Word Documents (99) and Excel documents (3).  The contents of each folder are shown below.

Folder 1: Policies General
this introductory information starts with the basics – 10 easy to follow rules for creating a policy.  There is also a very helpful, step by step guide to setting your Value, Vision and Mission Statements – making sure they work for you and identify what your organization stands for, how it wants to be seen, and how it wants to go forward.

Folder 1 Documents:
– Creating Policies
– Values, Vision and Mission Statements.

Folder 2: Recruitment, Training and Development
this folder is packed full of resources which help and guide you through creating/ implementing/ improving policies within your organization.  Starting in the recruitment stages for internal and external applications, advice on interviewing, grading and selection policies, and moving on to the monioring, identification and recording of development needs for your staff. Finally, assessment and analysis of your organization’s behavior and leadership, and guide for managing change – with helpful checklists, assessments and templates – for specific areas in your organization, such as virtual teams.  There are two PowerPoint presentations in this folder. Presentations can be used to educate, as the basis for management presentations, or when making business cases for implementation.

This folder also contains role and responsbility descriptions for common roles required in IT (in accordance with the good practice methodology of ITIL® version 3).

Folder 2 Documents:
– Topgrading
– Internal Job Application for Job
– Job Candidate Evaluation
– Example – Performance Management-P D Plan Format
– Performance Management Process Checklist
– Performance Improvement Plan
– 360 Degree Feedback
– Motivation
– Develop your leadership skills
– Presentation  – Managing Change
– Managing Change Effectively
– Mapping Responsibilities
– Virtual Teams – A New Model
– Myths and Realities of Virtual Teams
– Presentation  – Organizational Behaviour and Leadership
– Organizational Behaviour Survey
– Roles and Responsibilities for ITIL®v3 (32 documents ordered by Service Lifecycle phase).

Folder 3: Information Security
this folder specifically relates to the policies around Information Security Management and the corresponding policies.  It starts with an example Information Security Policy that is a user-friendly guide to creating your own policy – explaining all the essentials to include and guidance on supporting content.  This folder contains lots of templates that you can easily use and adapt within your own organization.  The review documents have been designed using the Information Security process requirements for ITIL® v3.  This assessment will enable you to identify the gaps in your current policies and processes.

Folder 3 Documents:
– Example Information Security Policy
– Communication Plan
– Implementation Plan_Project Plan
– Objectives and Goals
– Policies objectives scope
– Reports, KPIs, other metrics
– Security Audit Template
– Security Incident Template
– Security Management Review Doc
– Security Process Manager Document
– Security Service Requirement
– Security Management – Roles and Responsibilities

Folder 4: Data Rentention Policies

this folder gives concise and complete advice for creating a data retention policy. It includes a nine page document that explains the necessity for having this policy, as well as step-by-step considerations and advice to enable you to create your own, organization-specific policy.  There are also two examples of working data retention policies, to help you.

Folder 4 Documents:
– Guidelines for Building an Electronic Data Retention Policy
– Example – Uni of Massachusetts – Records Mgmt Data Retention Standards
– Example – Adams State College Data Handling and Storage Policy.

Folder 5: Email and Internet Usage policies
this folder has stacks of helpful advice on creating policies for email and Internet usage – starting with another step-by-step guide, to drafting your policy, case studies and advice on pitfalls to avoid, and more working examples of policies and good practice to guide you, with your creations.

Folder 5 – Documents:
– E-mail and Internet Usage – How to draft the policy!
– Workplace e-mail and Internet use –  employees and employers beware
– EXAMPLE – AITP Model Electronic Mail  (E-mail) Policy
– EXAMPLE – Electronic-Mail and Voice-Mail Use Guidelines
– EXAMPLE – Notre Dame Australia Policy – Email and Internet Usage
– Finance and Administration Agency Guide to Best Practice – Email and Internet Usage.

Folder 6: Instant Messaging Policies
this information is specifically focused on instant messaging and accompanying security considerations such as viruses etc.  There is a step-by-step guide to creating your organization-specific policy and thirty two rules.  In addition, there is an example of a working policy and a template policy for you to use as guidance, to adapt and compare.

Folder 6 – Documents:
– IM Viruses and Security
– Thirty-Two Instant Messaging Rules – Best Practices to Keep You in Business and out of Court.
– EXAMPLE Instant Messaging Policy
– EXAMPLE TEMPLATE – Instant Messaging Use Policy.

Folder 7: Change Management
this folder focuses on change management, and once again has been designed in accordance with the process found within, the ITIL® v3 framework.  Begininning with a PowerPoint presentation, which explains the process requirements, this folder also includes many templates and plans to aid you in creating/ adapting and implementing policies and procedures within your organization.  This folder also includes another review document to assess the maturity of the change management processes, policies and procedures in your organization and point you in the right direction for improvement.

Folder 7- Documents:
– Change Management ITIL®V3 Presentation
– Business Justification document
– Reports, KPIs, other metrics
– CAB Meeting minutes
– Category Definition
– Change Schedule template
– Communication Plan
– Example Contents of Change Documentation
– Example Request for Change Workflow
– Implementation Plan_Project Plan
– Policies objectives scope
– CHG Review Doc

Folder 8: Managing Risk
this information focuses on risk management for Information Technology, specifically continuity management.  Once again, starting with two PowerPoint presentations, dealing with risk management, and in particular how to do this when managing projects.  There are lots of templates, assessments and plans to guide you through creating/adapting and implementing policies and procedures within your organization.

Folder 8 – Documents:
– Risk Management –  Project Management
– Risk Management –  Prince2
– Checklist on assignment of risk ownership
– Conducting a Risk Management Review
– Generic Project Risk Assessment
– IT Risk Assessment Planning
– IT Risk assessment scoresheet
– Communication Plan
– E-Mail Text
– Business Impact Assessment
– Business Continuity Strategy
– Reciprocal Arrangements
– Emergency Response Plan
– Salvage Plan Template
– Management of Risk Framework M_O_R
– Risk Assessment and Control Form
– Risk Assessment Questionnaire
– Risk Management Framework
– Typical contents of a Recovery Plan

Folder 9 Travel and Expenses
The final folder concentrates on building policies for staff expenses, and allows you to assess whether your current expenses policy measures up.  There is practical advice on how to write a policy from scratch or to improve policies already in place.  There is an audit program to help you identify gaps and examples of working polcies and forms.

Folder 9 – Documents:
– A Guide to Expense Policies (UK FORMAT)
– Travel and Expense Policy Audit Program
– Example Expenses Policy – Staffordshire University
– Example Copy of Employee Reimbursement form

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Best Practices in IT Policies and Procedures Toolkit Handbook
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Where ITIL Started And What It Is Today by Eli Shemluck

ITIL was developed by the in or near a midpoint computing machine and Telecommunication Agency, as a move go below the skyline of all-including and inter-related codes of practice. In the IT community, such coding scheme for brief or secret messages of customary manner of military performance or behavior was much utile in conditions of achieving the efficient aiding the causal federal standing for something else who acts on behalf of others or protection policy or interests of and birth of greater than normal in status on a scale of graduated tabular data arranged in rows and columns or intensity or amount quality, cost efficacious IT services. The regime mercantilism commercial-business-enterprise workplace maintains the library and releases the connected by kin relationship ITIL updates.

The OGC is an commercial-business-enterprise workplace of HM Treasury, which is independent of any commercial fixed pay with a recognition playing postcard for borrowing wealth organization involved in ITIL thus; independent of computing machine software companies, computing machine software vendors, integrators and knowledge-transfer protocols. This is why, ITIL is so widely used, and its principal valuable quality is independence.

ITIL is accredited by info scheme tribulation tryout Board, abbreviated as ISEB. ISEB is an organization which prepares delegates certification, for ITIL Foundation in ITIL assistance Management. ISEB was developed in 1967 and it currently works under the British computing machine Society. It works for specific functions, and ensures status on a scale of graduated tabular data arranged in rows and columns or grade of excellence through ITIL training, which is later on awarded with a certification delegated by ISEB. It aims to furnish industry-required limitation that measures the competence, ability and 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 in many areas of info systems, with the aim of raising industriousness standards, promoting vocation maturation and providing competitive sharp side formed by the intersection of two surfaces of an target for employers.

Another organization which provides ITIL tribulation tryout is EXIN, which is an independent organization, and is a Dutch Based IT tribulation tryout provider. EXIN establishes the educational requirements, develops and organizes the tribulation tryout in the split part business part of a whole of realm of IT. The principal destination of EXIN is to walk walk off a workplace with the foot upstairs the status on a scale of graduated tabular data arranged in rows and columns or grade of excellence of info something communicated between people engineering sector, and ICT professionals working in this special aspect of life or trait of being vigorous by instrumentality for accomplishing some end of independent testing and certification.

Thus ITIL Certification is a certificate, which allows an individual to have got its recognition, in the widely reach helping hired hired human human out over a extended two-dimensional outer boundary and used ITIL approach. This certification is a documentary words of assurance that the individual is certified, and reliably can walk walk off a workplace with the foot upstairs the organization with his applicable training, making him of high or superior quality to others. It cannot be attained or got by mere surfing, or acquiring knowledge. There is sure tribulation tryout and testing scheme in edict to performance to raise wealth for a charitable cause the necessary certification, the passing of which proves one is eligible to be certified. For getting this certificate, it is pertaining to a standpoint up or basis and fundamental to move go across the exam organized and developed by the above mentioned organizations, which needs ITIL knowledge-transfer from a licensed institution. No illegal enrolment is capable of issuing this certificate. Only a licensed business can significant interrogate it, after making sure that the individual is eligible.

Pre Knowledge 11 conference interviews: Reinoud Martens from CERN

Introducing today a Q&A with Reinoud Martens, Service Manager @ CERN in Geneva, Switzerland

Founded in 1954, CERN is one of the world’s most respected centres for scientific research. Its business is fundamental physics, discovering what the Universe is made of and how it works. At CERN, the world’s largest and most complex scientific instruments are used to study the basic constituents of matter – the fundamental particles. By studying what happens when these particles collide, physicists learn about the laws of nature.

CERN is known as the birthplace of the Web and is home to 2,300 staff members, playing host to more than 10,000 visiting scientists from more than 100 nationalities. A significant increase in CERN visiting scientists compelled CERN to revisit its approach to service management with a renewed focus on superior service delivery for organizational, IT and infrastructure services.

@ Knowledge 11 Europe in Francfurt on Wednesday, December 7th 15.10 CET : Non IT Services Using ITIL processes.

Reinoud will be sharing his practical experience introducing ITIL inspired best practice for non IT Services using ServiceNow. He will demonstrate how the ITIL principles can be used for to drive automated and efficient processes for non IT business areas, and discuss lessons learned on the significant differences he discovered after go-live between IT and non-IT support staff.

Q&A with Reinoud Martens

1. Quick bio about you: Electrical Engineer from Delft University in Holland experimenting with digital electronics in the 1970’s migrated from hardware through programming in all languages and all levels to become DBA in the early 80’s. Spent the 90’s implementing and customizing ERP systems, and was in charge of all CERN’s administrative IT in the 00’s. As of 1/1/2010 in charge of service management for ‘non IT’ (but scope includes all application software) at CERN.

2. When did you see ServiceNow for the first time? What was your first feeling?

In the middle of 2009 we were given a demo of service-now, and it looked really attractive. We knew some tools but had no clear idea of the state of the art in service-management support tools at the time. For various reasons the fact that this tool was proposed as SAAS was particularly interesting for us too.

3. What did you implemented?

Request, Incidents, Knowledge, Business Service Catalog, Change, Service Level Management.

4. What do you plan to implement in the coming year?

Consolidation of Change; Problem and Event are under implementation

5. What you like most about servicenow (the product)?

Coherent modern architecture, 100% web based, flexible, SAAS.

6. What you like least about servicenow?

Reporting is not sufficiently developed.

7. What is the role of Aspediens in your project?

Aspediens launched the first modules of our service-management spacestation into orbit, we are now circling our service world, and able to extend the spacestation in many directions (scope, maturity of existing processes, additional processes) ourselves.

8. What will you present at k11?

How we apply ITIL best practice to “non IT” services.

9. One last word?

The SaaS concept has made us gain many months (that would otherwise have been necessary to negotiate, orchestrate, procure, install, test, adapt, etc.. the various parts of the technology stack). This combined with the experience of Aspediens in implementing service-now have helped us keep the momentum of the rollout of our service-management vision.

10. What do you think the word “Aspediens” means?

Aspediens are creatures from the planet Aspe who have traveled many light years to help humans improve their service management maturity. They can be recognized by their triangular navel.

J.Gill ITIL Certified, September 9, By J. Gill “Certified” (Charlotte, NC USA)

This guide helepd me pass the first time as promised. Using the book along with the online learning and practice exam really helped me prepare for the test. It made the test so easy!! I am purchasing the Service Operation exam guide by The Art of Service also, I have no doubt I will pass that too!!Thank You!

Read more about J.Gill ITIL® Certified, September 9, By J. Gill “Certified” (Charlotte, NC USA)

Understanding the ITIL limitation by Simon Buehring

ITIL (the Information-Technology-Infrastructure-Library) is the most widely recognised IT assistance orientation limitation in apply at the moment. It is accredited by the APMG (the same group of people who workplace together that administers PRINCE2 and MSP), and is assessed through like objective-testing examinations.

There are four levels to the ITIL V3 qualification, each of which is attained by the completion of a sure numeral of modules or credits. Once a learner has earned 22 credits, the ITIL V3 Diploma (or “ITIL-Expert in IT assistance Management”) is awarded. The ultimate tier of the limitation is ITIL Master, which is assessed through peer review, written examinations and causa studies/simulations. This trivial lie requires substantial concerned with actual ingestion or customary manner of military performance or behavior accumulation of result of or reasoning or skill of IT assistance Management.


The Foundation component is conforming to a touchstone of measurement and requisite for all ITIL V3 students. It is value 2 credits, which are gained by passing the ITIL Foundation trivial lie examination. It is aimed at anybody who needs to have got a pertaining to a standpoint up or basis awareness of what ITIL is, or who needs to performance to raise wealth for a charitable cause a higher-level ITIL limitation – for example, individuals working within or alongside an IT assistance orientation environment.

The ITIL Foundation component covers the following areas:

* assistance orientation as a practice

* The assistance Lifecycle

* unlocker principles and concepts of ITIL

* significant models and terminology used within ITIL

* Selected processes, roles and functions significant to ITIL

* engineering and edifice conceive (awareness only)

The Foundation exam contains 40 multiple alternative questions, each offering the nominee four choices, only one of which is correct. The exam lasts for 60 minutes and is closed-book, so no track of track of grade of legal military series of events that tense up a trivial lie notes, manuals or not the same revision guides may be used. The nominee must game score 26 correct answers (65%) in edict to move go across the exam.


There are nine Intermediate trivial lie modules, each value between 3 and 4 credits. A impairment beyond the dot of repair of 15 credits must be earned in edict to be eligible for the ITIL V3 Diploma. These credits may be earned through modules taken from either one of the principal modular streams (the assistance Lifecycle serial publication and the assistance Capabilities Series), or through a things occurring together of the two.

There are five assistance Lifecycle modules, each of which focuses on one posing no worry to sensory faculty measuring measuring rod the time or duration of an event full full item in a serial arrangement of events of the assistance Lifecycle (Strategy, Design, Transition, Operation, and Continual assistance Improvement). The assistance Capabilities serial publication contains four modules, each of which examines a clump of role-based processes (for example: processes associated with pertaining to a procedure aiding the causal federal standing for something else who acts on behalf of others or protection policy or interests of and Analysis).

All credits are earned through attendance of approved knowledge-transfer courses and passing the ITIL modular exams. All Intermediate trivial lie exams are 90 minutes of very valuable spatial telephone set extension and consist of multiple alternative questions divided into 8 principal sections and based on assistance orientation scenarios. The move go across suggestion of damage for these exams is 70%, and answers are marked using grade of a slope scoring (i.e. a = 2 marks, b = 1 mark, c = 0.5 marks, d = 0 marks).

The Intermediate-level certificates are independent qualifications and are aimed at individuals who wish to deepen their compassion of fussy elements within ITIL assistance Management, or who request urgently and forcefully to performance to raise wealth for a charitable cause the ITIL V3 Diploma. It is recommended, although not required, that a learner has 2 years of connected by kin relationship inanimate organic physical structure of do employment accumulation of result of or reasoning or skill and pertaining to a standpoint up or basis vulnerability to the elements to IT concepts before attempting the Intermediate-level courses.

ITIL V3 Diploma/ITIL-Expert

Once a learner has gained 2 Foundation trivial lie credits and at least 15 Intermediate trivial lie credits, one final tribulation tryout synoptic or normalizing component is compulsory in edict to performance to raise wealth for a charitable cause the ITIL V3 Diploma (or ‘ITIL-Expert’). This component is value 5 credits and is called ‘Managing Across the Lifecycle’.

Managing Across the Lifecycle is designed to complement the Intermediate modules previously studied by each candidate, by providing the ancillary result of or reasoning necessary for concerned with actual ingestion or customary manner of military performance or behavior implementation of the assistance orientation speculation within a commercial-business-enterprise context.

The tribulation tryout for Managing Across the Lifecycle follows the same data data formatting as the not the same Intermediate trivial lie exams.

ITIL Master

The ultimate tier of the ITIL assistance orientation limitation depends much more than the earlier layers on concerned with actual ingestion or customary manner of military performance or behavior accumulation of result of or reasoning or skill and individual expertise. Eligibility is assessed through peer evaluation, written exams, causa studies and simulations. ITIL recommends that at least eight years accumulation of result of or reasoning or skill in IT assistance orientation shall be expected of all ITIL Masters.

ITIL v3 Foundation, December 31, By Heather L. Holden

Read the material and took the practice exam. Repeated this one time and then took the certification. It was enough for me to pass with 83%. I would recommend this to others.

Read more about ITIL® v3 Foundation, December 31, By Heather L. Holden

Straight forward ITIL study guide plus, August 10, By Bear W. “IT Consultant” (Florida, USA)

ITIL® V3 Foundation Complete Certification Kit has proven to be a straight forward, no nonsense study guide. Well organized, and well illustrated, this guide book is well suited to prepare for the Foundation certification. The online course is a nice bonus to aide in reinforcing the material with practice questions for each section.The online course lacks some of the bells and whistles of other courses I have completed, such as showing progress and remembering where your are in the material from session to session.While I have not tested for the certification yet, I am optimistic and would give this material an 8 out of 10. I may revise that rating either direction after testing for certification, based on how relevant the practice exams were.

Read more about Straight forward ITIL® study guide plus, August 10, By Bear W. “IT Consultant” (Florida, USA)

What is involved in planning to implement Service Management?

ITIL® planning to implement service management falls under the service management process of ITIL®.  It is primarily concerned with providing businesses guidelines on how to align the current business IT infrastructure with future business IT needs and requirements.  The ITIL® planning to implement service management will develop guidelines for the Continuous Service Improvement Program (CSIP) which will include creating a vision, analysis of the organization, setting of goals, implementation of IT service management and measuring and evaluating progress through the use of Key Performance Indicators (KPI).

If organizations are embarking on an ITIL® planning to implement service management, it should be understood that they have fully adopted the ITIL® framework of best practice approaches and have a clear understanding of the service management concepts.

Basic questions need to be answered in planning to implement service management in ITIL®.  The first and most important would be answering what the vision is.  A vision statement will create a purpose for the CSIP and will bring about commitment from the individuals and empower everyone involved in the project.

After creating a vision, the next step in ITIL® planning to implement service management is to determine the current IT infrastructure and analyze where it is now and where it wants to be in the future.  This will determine the service management and stakeholders’ maturity.  By carefully mapping out and analyzing the current IT organization, the company can then set goals in achieving its future requirements and they can fully define where they want to be with regards to future roles based on current assessment.

Once the management has created a vision, analysis and set its goals, it is then time to implement the IT service management.  It should be clear, empowering, well communicated and with a clear sense of accountability.  This way, your ITIL® planning to implement service management can have measurable goals that can be evaluated.

The ITIL® planning to service management is just one of the many ITIL® processes.  All businesses should have a program for continuous improvement so future requirements are expected.

What are the different ITIL v2 Certification Courses?

To gain knowledge and expertise on a certain subject, an extensive training is needed wherein everything related to the chosen topic will be discussed in detail. At first, we see training as classroom discussions facilitated by a speaker or trainer. But now, since everything is almost high-tech, training courses can also now be taken online at your most convenient time. Same is true with Information Technology Infrastructure Library (ITIL®) training as there are a lot of web sites that offer such services. The three levels of ITIL® training that are normally accredited are Foundations Certificate Course, Practitioners Certificate Course and Managers Certificate Course.

A Foundations Certificate Course is like a basic training wherein students will be given an overview about ITIL®, its objectives and benefits, as well as the definition of terms and concepts needed to clearly understand the processes and functions involved in the ITIL® best practice framework.

A Practitioners Certificate Course is like a second-level course focused on discussions needed to gain more in-depth understanding about the different activities involved in ITIL®. This is more of a training guide to people who will soon work or are currently working within a specific ITIL® process.

On the other hand, the Managers Certificate Course is considered the highest level of all ITIL® training courses wherein the individual who should be at a Managerial position have at least 5 years of working knowledge in IT. This course is focused on developing the vision of making use of ITIL® within the organization. This also covers discussions about dealing with changes within the organization and how to overcome and manage such changes to your advantage.