ITIL® 2011 F OUNDATION C OURSE ITIL® is a registered trade mark of AXELOS Limited

ABOUT US Excelr is an IT consulting and professional certification training provider catering its services globally across countries including India, UK, USA,Netherlands, Germany, Malaysia, Indonesia etc.,  Some of our Flagship Courses  ITIL® Foundation,Intermediate, Expert  PRINCE2 | PMP  CLOUD COMPUTING  ISO 27000, ISO  SIX SIGMA | ANALYTICS  TOGAF | COBIT  SAP Training 2 ITIL® is a registered trade mark of AXELOS Limited The Swirl logo™ is a trade mark of AXELOS Limited The ITIL® Approved Examination Organization logo is a trade mark of AXELOS Limited 10,000+ Professionals Trained 32+ Countries across globe 100+ Management Certification courses

ITIL® QUALIFICATION SCHEME © AXELOS copyright Reproduced under licence of AXELOS Limited 3

ITIL® FOUNDATION EXAM FORMAT  Foundation Certificate in IT Service Management  Simple multiple choice examination – 40 Questions- Closed Book  Duration 60 minutes (Extra 15 minsif exam is not in native language)  65% required to be certified (26 out 40)  Pre-requisite for all further ITIL® qualifications 4

ITIL® 2011 FOUNDATION COURSE OBJECTIVES  At the end of the course, you should be able to:  Service management as a practice  The ITIL® service lifecycle  Generic concepts and definitions  Key principles and models  Processes  Functions  Selected roles  Technology and architecture  Competence and training 5

ITIL® K EYCONCEPTS & S ERVICEMANAGEMENTASPRACTICE Module 1

1.ITIL® KEY CONCEPTS  Increasing Complex of IT services  External Dependencies and Influences  Need for higher visibility fo IT service failure  Manage Changes with minium impact on existing Services  Higher Customer expectations W HYDOWENEED IT SERVICEMANAGEMENT ? Copyright © Excelr Soulutions and AXELOS Limited All rights reserved. *Italic font material in this document has been sourced from ITIL® 2011 core publications. No part of this document may be reproduced in any form without the written permission of both Excelr and AXELOS Limited. Permission can be requested at and 7

1.ITIL® KEY CONCEPTS  ITIL® is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business.  Adopting ITIL® can offer users a huge range of benefits that include:  Improved IT services  Reduced costs  Improved customer satisfaction through a more professional approach to service delivery  Improved productivity  Improved use of skills and experience  Improved delivery of third party service. WHATIS ITIL®? Copyright © Excelr Soulutions and AXELOS Limited All rights reserved. *Italic font material in this document has been sourced from ITIL® 2011 core publications. No part of this document may be reproduced in any form without the written permission of both Excelr and AXELOS Limited. Permission can be requested at and 8

1.ITIL® KEY CONCEPTS The key characteristics of ITIL® that contribute to its global success  Best practice: ITIL® represents the learning experiences and thoughtleadership of the world’s best-in-class service providers  Vendor-neutral: ITIL® service management practices are applicable in any IT organization because they are not based on any particulartechnology platform or industry type.  Non-prescriptive: ITIL® offers robust, mature and time-tested practices that have applicability to all types of service organization W HY ITIL® ISSOSUCCESSFUL ? Copyright © Excelr Soulutions and AXELOS Limited All rights reserved. *Italic font material in this document has been sourced from ITIL® 2011 core publications. No part of this document may be reproduced in any form without the written permission of both Excelr and AXELOS Limited. Permission can be requested at and 9

1.ITIL® KEY CONCEPTS  Deliver value for customers through services.  Integrate the strategy for services with business strategy and customers needs  Measure, monitor and optimise IT services and service provider performance  Manage the IT investment and budget  Manage risk  Manage knowledge  Reduces cost and Optimize services  Change organization cultureacross the enterprise  Improve relationship with customers W HY ITIL® ISSOSUCCESSFUL ? Copyright © Excelr Soulutions and AXELOS Limited All rights reserved. *Italic font material in this document has been sourced from ITIL® 2011 core publications. No part of this document may be reproduced in any form without the written permission of both Excelr and AXELOS Limited. Permission can be requested at and 10

1.ITIL® KEY CONCEPTS  Best Practice Proven activities or processes that have been successfully used by multiple organizations  Sources of Best Practice  Public frameworks  Standards  Proprietary knowledge of organizations and individuals B EST P RACTICE Copyright © Excelr Soulutions and AXELOS Limited All rights reserved. *Italic font material in this document has been sourced from ITIL® 2011 core publications. No part of this document may be reproduced in any form without the written permission of both Excelr and AXELOS Limited. Permission can be requested at and 11

1.ITIL® KEY CONCEPTS B EST P RACTICE Academic research Copyright © Excelr Soulutions and AXELOS Limited All rights reserved. *Italic font material in this document has been sourced from ITIL® 2011 core publications. No part of this document may be reproduced in any form without the written permission of both Excelr and AXELOS Limited. Permission can be requested at and 12 Industry practices Standards Internal experience Training and education Sources (generate) Suppliers Customers Employees Technologies Advisers Enablers (aggregate) Drivers (filter) Scenarios (filter) Substitutes Regulators Customers Commitments Compliance Competition Knowledge fit for business Objectives, context and purpose © AXELOS copyright Reproduced under licence of AXELOS Limited

1.ITIL® KEY CONCEPTS  Proprietary Frameworks  Difficult to adopt, adapt or transfer  Customized for local context and the specific needs of the business  Difficult to Document  Not for freee, owners expect to be rewarded for their investments  Public Frameworks  Validated across various organisations, cultures, environment and contexts  Public training and certification enabling labor market skills  Widely distributed among a large community of professionals P ROPREITARY A ND P UBLIC F RAMEWORKS Copyright © Excelr Soulutions and AXELOS Limited All rights reserved. *Italic font material in this document has been sourced from ITIL® 2011 core publications. No part of this document may be reproduced in any form without the written permission of both Excelr and AXELOS Limited. Permission can be requested at and 13

1.ITIL® KEY CONCEPTS  1980 – Office of Government Commerce initiated collection and adoption of best practices  1989 – First official version published  2002 – Version 2 published  Service Support, Service Delivery & Service Desk  2007 – Version 2007 was released  Major revision with service lifecycle approach  2011 – Improved consistency across core publications ITIL®E VOLUTION Copyright © Excelr Soulutions and AXELOS Limited All rights reserved. *Italic font material in this document has been sourced from ITIL® 2011 core publications. No part of this document may be reproduced in any form without the written permission of both Excelr and AXELOS Limited. Permission can be requested at and 14

1.ITIL® KEY CONCEPTS ITIL®S ERVICE L IFECYCLE -O VERVIEW Continual service improvement Copyright © Excelr Soulutions and AXELOS Limited All rights reserved. *Italic font material in this document has been sourced from ITIL® 2011 core publications. No part of this document may be reproduced in any form without the written permission of both Excelr and AXELOS Limited. Permission can be requested at and 15 Service transition Service strategy Service Operation Service design © AXELOS copyright Reproduced under licence of AXELOS Limited

Toll FREE : (India) (UK) (Australia) (USA) (Nigeria) THANK YOU CONTACT US