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    ITIL FOUNDATION
    Aim to improve the quality of IT sector, IT users and IT professionals

ITIL Foundation in Makati


ITIL stands for Information Technology Infrastructure Library and is a collection of best practices in the area of technology infrastructure. ITIL is a recognized international standard for the IT service management profession. It contains established norms, methods, processes, and practices. ITL standards provide guidelines for managing IT services, creating IT service capabilities and enhancing IT service management.

The importance of IT services and IT infrastructure to an organization cannot be under estimated in the current business environment. The increasing acceptance of a process based approach to managing IT indicates that the application of appropriate knowledge, skills, processes, tools and techniques can have a significant impact on business success.

Our ITIL courses aim to improve the quality of the IT sector, IT users and IT professionals by means of quality education. Our education offering takes into account the linkage in strategic, tactical and operational functions within an organization. This makes it easy for participants to envisage a customized ICT service management methodology for their organization.

Key benefits of learning about ITIL best practices include
  • Higher Quality in ICT service management
  • Reduced Cost of IT Operations
  • Reduced time for IT deliverable

In addition to the above benefits, ITIL also addresses risks, resources and quality leading to a overall improvement in productivity and efficiency in the way IT is implemented

ITIL processes can be used in most IT environments and their usage has been proven to enhance the success of IT service management. In most organizations IT services are an ongoing effort with generally repetitive outputs. The goal of ITIL is to create an environment where existing IT procedures are efficient and optimized and aligned with the business.

iKompass ITIL Foundation Training

iKompass ITIL Foundation Course

Our foundation course covers core principles and processes of ITIL which is service lifecycle based. The course is designed around the principle that a strategy begins with the customer's desired outcomes. “Customers don't buy products; they buy the satisfaction of particular needs.” This means that what the customer values is often different from what the service provider thinks he or she provides. Our ITIL foundation course aims to bridge the gap in customer desired outcomes and service provider offering to fulfill demands.

Our course addresses IT needs around recent developments such as outsourcing, globalization, open source and the web.

Why you or your staff should care about ITIL? To avoid......
  • Unacceptable levels of service availability
  • Unclear and uncontrolled service costs
  • Inability to respond to changing business needs
  • Ineffective service improvement programs
  • Inconsistent reporting of service performance
  • Inability to react effectively to major service events or crisis
  • Perception of poor quality and inconsistent ways of working
  • Inability to demonstrate regularly compliance (SOX)
  • Unclear compliance against software license agreements
  • Complex infrastructure and unclear end-to-end IT services

iKompass | ITIL Service Strategy

ITIL Foundation course Concepts
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement
1. Service Strategy

This includes defining the market, developing the offerings, developing the strategic assets and preparing the organization for execution through the entire Service Lifecycle.

2. Service Design

This includes the design of appropriate and innovative ICT services (including their architectures, processes, policies and documentation) to meet current and future agreed business requirements.

3. Service Transition

This includes taking the Design and transitioning the Service, or Changed Service, into operations. Also includes managing and coordinating the systems, functions and activities required for the building, testing and deployment of a 'Release' into production.

4. Service Operation

This includes fulfilling all activities required to provide and support services including responding to operational needs in Business and Technology. Ensure effective functioning of the components supporting the service, so that the customer (business) achieves his/her goals.

5. Continual Service Improvement

This includes comparing Service Level Achievements to Service Level Agreements and to recommend & execute improvements in all phases of the lifecycle. This is done using the Plan-Do-Check-Act circle of Deming, based on having a consolidation-phase for each improvement.

The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for Service Management.

In addition to the service lifecycle, the foundation course covers comprehension and awareness on the following topics
  • Key Principles and Models
  • Generic Concepts
  • Selected Processes
  • Selected Roles
  • Selected Functions
  • Technology and Architecture
  • ITIL Qualification scheme

iKompass ITIL Foundation Training | Course Syllabus

iKompass ITIL Foundation Certificate c-PREP (Classroom preparation)

Students are expected to complete all the units and activities and successfully pass the corresponding examination to achieve certification. The course covers knowledge about ICT Infrastructure which consists of all hardware-and software and computer related telecommunication components, documentation and procedures in an organization, upon which the applications (ICT-services) are built and operational.

Key to successful implementation of ITIL in an organization is having management commitment and raising awareness of ITIL with all the departments and functions. The ITIL foundation course raises awareness of ITIL and its benefits for staff and acts as a catalyst to organization wide deployment of best practices

General benefits of getting ITIL trained include application of knowledge and tools for
  • Integration of business and IT-value (BIT); establish the integration of business strategy with ICT service strategy ; better use of IT investments
  • Improved productivity, reduced costs by more effective use of skills and experience
  • Improved delivery of third party services through the specification of ITIL as the standard for service delivery in services procurement
  • Improved IT services through the use of proven best practice processes
  • Improved customer satisfaction through a more professional approach to service delivery
  • Providing a standard approach

Course Syllabus

Day 1
  • Justifying costs of improving service management
  • ITIL Exam (benchmark-exam)
  • Introduction to ITIL
  • Phase-1 : Service Strategy (SS)
  • Phase-2 : Service Design (SD)
  • Service Strategy & Service Design Exam Questions
Day 2
  • Review of Day 1
  • Phase-3 : Service Transition (ST)
  • Phase-4 : Service Operation (SO)
  • Phase-5 : Continual Service Improvement (CSI)
  • Service Transition, Service Operation and Continual Service Improvement Exam Questions
Day 3
  • Common Service Management Problems
  • ITIL Simulation Exam
  • Explanation on exam-questions
  • Second ITIL Simulation Exam
  • Explanation on exam-questions

ITIL Exam tests the IT Professionals knowledge on understanding what the business does, provide a portfolio of services that matches and supports the business services, and continually adjust to be able to react to market pressures and demands.

30 days access to ITIL Foundation E-Learning

Our ITIL Foundation e-PREP is an online course with over 18 hours of engaging, multimedia content. This course is an independent course in itself and is used as a primary study guide for passing the foundation exam. Created by IT experts with over 20 years of industry experience, this course uses a case study based approach to illustrate key concepts. The course at a high level contains:

  • 20 Hours of Self Paced Multimedia content
  • 100% audio enabled
  • Sample Practice Questions
  • Illustrations and case studies
  • On screen animations to highlight key points

ITIL Online Training | E Learning

iKompass ITIL Foundation Certificate e-PREP (Online preparation)

Created by ITIL certified instructors, the ITIL Foundation online course by iKompass is designed in such a way that it covers all the material that a participant would ever need to take the exam. The online training by iKompass is made of 20 hours of ITIL courseware with voice, animations, multi-media and simulations.

Primarily based on the 5 ITIL core books, the iKompass online ITIL course contains case studies covering banking, IT, software, construction, government, and manufacturing and telecommunications industries. The self paced course is broken into modules with each module containing exam questions to test learner's knowledge of the concepts.

What learners will get from the ITIL Foundation e-learning course
  • 20 Hours of Multimedia flash based content
  • Illustrations with audio and animations
  • Case studies and examples
  • Simulation exams
  • ITIL foundation questions
  • Instructor support

The online course is developed to provide all the material needed to pass the ITIL foundation exam. Students can pace their studies based on their convenience and knowledge absorption.

ITIL Foundation e-PREP syllabus
  • Introduction to Service Management
  • Service Lifecycle
    • Service Strategy
    • Service Design
    • Service Transitions
    • Service Operations
    • Continual Service Improvements
  • Key Terminology
  • Principles and Models of Service Management
  • ITIL Processes
  • IT Functions
  • Roles
  • ITIL Qualification Scheme
  • Simulation Exam

ITIL Foundation Exam

ITIL Exam

The ITIL Foundation exam tests a candidate's knowledge about the ITIL best practices. This includes knowledge of the service lifecycle, terminology, functions, processes and roles. The exam is commonly computer based and taken at a prometric center.

FAQs


Amongst the key changes you will see in ITIL Foundation is a wholesale shift towards a service-driven lifecycle approach and guidance which aims to be more prescriptive.

Where ITIL V2 outlined what should be done to improve processes, ITIL Foundation explains clearly how you should go about doing it.

Another key ITIL Foundation addition is demonstrating return on investment to the business. This was one of the most frequent requests from the industry consultations, carried out as part of the version three project.
ITIL stands for: Information Technology Infrastructure Library.

The ITIL Certificates are designed as - IT Service Management - qualifications. They are aimed at all personnel who wish to become familiar with the best practices for IT Service Management, as defined in the OGC IT Infrastructure Library guidelines.
The holder of the Foundation Certificate in IT Service Management should be aware of the techniques, processes and functions in the core ITIL publications of Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. He or she should be able to relate this knowledge to wider IT issues and to their own work environment.

For companies wishing to adopt ITIL, the route tends to be slightly different. The biggest decision is deciding if ITIL is right for you, and that requires an investment of time, collecting and reviewing information from the marketplace.
The majority of people that consider ITIL as a qualification do so for career and personal development reasons. Often this is driven by a change of job or career, where you notice that to get to the top of the CV pile, you need to have an extra qualification like ITIL (even if you have been involved in service management successfully for many years without it). In many advertised positions ITIL has become a prerequisite.

The majority of companies that implement ITIL also encourage their employees to take the exams. If your staffs have accredited ITIL qualifications, then you can present your company as using ITIL. This works particularly well where you tender for or supply to any large IT organizations or outsourcing companies.
ITIL Foundation consists of a library of five books:

Service Strategy - Guidance on defining the types and levels of service that you wish to provide to your users and/or your customers.
Service Design - Guidance to shape the way in which your service strategy will become a reality.
Service Transition - Guidance on the implementation of these services. Moving from the previous state to the new state.
Service Operation - Guidance on the day to day management and measurement of your services.
Continual Service Improvement - Guidance on how to periodically reviews your portfolio of services to ensure that they are as good as they can be and still of value to your clients.

In addition, ITIL is supported by a comprehensive qualifications scheme, accredited training organizations, and implementation and assessment tools.
Because ITIL Foundation provides:

  • increased user and customer satisfaction with IT services
  • improved service availability, directly leading to increased business profits and revenue
  • financial savings from reduced rework, lost time, improved resource management and usage
  • improved time to market for new products and services
  • improved decision making and optimized risk
ITIL Foundation is an updated version of ITIL - ITIL V2 qualifications are being phased out now and exams will cease out by June 2011.

With this in mind anyone who is new to ITIL, contractors, consultants and those who are required to show they have the most up to date qualifications should undertake the ITIL Foundation courses.
Individuals with existing ITIL V2 qualifications can use those qualifications as credits towards the Expert or may find that the credits or qualifications they hold will make them eligible for the current ITIL Foundation Bridging routes.

Candidates who hold earlier ITIL qualifications can update their knowledge and certification via a series of "bridging" courses, such as the Foundation Bridging Course. These courses will also earn a candidate credits towards the Expert Level.
No, the ITIL qualification structure has completely changed and ITIL managers and practitioners will be required to take a bridging course and exam in order to be eligible for the new ITIL Diploma certificate.

The courses and examinations for ITIL managers and practitioners to bridge to ITIL Foundation are still under discussion by the examination board and are expected to be released over the coming few months.
For foundation level you can, as the ITIL manuals contain pretty much everything you need. However it is hard work, and often your own interpretation of ITIL may be different to that required. If you are working on a shoestring budget, then this may be the only option open to you, but with all the extra study involved, your time may be better spent learning using an accredited course.

For the intermediate or diploma levels it is compulsory to attend an accredited training course.
The Foundation examinations are available in English, French, Spanish, German, Portuguese, Chinese, Japanese and Russian. The Practitioner examinations are available in English only. The Service Manager examinations are available in English, German and Russian.
Yes, If you hold an ITIL foundation certificate from any of the previous versions of ITIL you need to attend a one day course with an examination in order to update it to an ITIL Foundation qualification. This will be essential for anyone wishing to go onto the higher levels of ITIL.
Yes, you do. In the examinations you will find both the English as well as the translated terms. The ITIL terms can be found in the exam requirements.
For each multiple choice exam, every candidate receives the result paper and certificate within four weeks of the examination session.
At the start of the examination session one fills in the Personal Data Form. On this form there is an item where you can specify exactly how your name should be printed on the certificate.
In the unfortunate case you failed an examination; you can take part in another examination session, which is subject to a resit fee. This does not necessarily have to be at the same examination center. There is no limit to the number of times you can retake the examination.

Exam pass rates are much higher for delegates who have sat an accredited training course. You should consider potential resit costs when choosing the most appropriate training route.

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