Itil quick guide

17/03/2014 1
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ITIL® IT Service
Management
The Swirl logoTM is a trade mark of AXELOS Limited.PMI® are registered marks of the Project Management Institute, Inc.

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What is ITIL®?
ITIL is the most widely
accepted approach to IT
service management in the
world. ITIL provides a
cohesive set of best practice,
drawn from the public and
private sectors
internationally.
ITIL® is the only consistent
and comprehensive
documentation of best
practice for IT Service
Management. Used by
many hundreds of
organizations around the
world, a whole ITIL
philosophy has grown up
around the guidance
contained within the ITIL
books and the supporting
professional qualification
scheme.
ITIL consists of a series of
books giving guidance on
the provision of quality IT
services, and on the
accommodation and
environmental facilities
needed to support IT. ITIL
has been developed in
recognition of
organizations' growing
dependency on IT and
embodies best practices
for IT Service Management

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ITIL® Objectives
Align IT services with
the current and future
needs of the business
and its Customers
Improve the quality of
IT services delivered
Reduce the long-term
cost of service
provision
Help establish a
culture of ‘Continuous
Improvement’
Support compliance
with regulatory and
governance demands
Reduce the long-term
cost of service
provision

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ITIL® Qualifications
The life-cycle stream looks at
the theory of each 5 elements
of the service management
lifecycle
The capability stream looks at
the implementation and use of
the processes described in the
lifecycle

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Is a Qualification Important?
ITIL® Foundation is the entry
level for many IT roles – in a
recent survey over 60% of IT
Service Management jobs
required an ITIL qualification
Your qualification
demonstrates that you have
a personal commitment to
continual professional
development
ITIL® qualifications
demonstrate that you have
the capacity to learn about
the context of your role, and
that you remain current with
best practice thinking

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Benefits of ITILOrganisation
•Align IT services with business priorities to
achieve strategic objectives.
•Increase value from the service portfolio
while reducing costs and risk.
•Enable successful business transformation
and growth with an increased competitive
advantage by defining and managing the
customer and service portfolio.
•Increase competence, capability and
productivity of IT staff and better utilize the
skills and experience of staff.
•Improve user and customer satisfaction with
IT as well as the end-user perception and
brand image.
Individual
•Provide a practical framework for identifying,
planning, delivering and supporting IT services to
the business.
•Increase business productivity, efficiency and
effectiveness through more reliable IT services.
•Define processes with clearly documented
accountability for each activity to increase
efficiency.
•Enable a business to keep pace with change and
drive business change to its advantage.
•Help employees to focus on the needs of the
customers and user experience rather than
spending too much time on technological issues

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ITIL Foundation Certification
7
Foundation Level
• Multiple choice
• 40 questions per paper
• 26 marks required to pass (out of 40 available) - 65%
• 60 minutes duration
• Closed book.
Foundation Level E-learning /blended
•1 day classroom course
•Exam immediately
• Run regularly in Lagos

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ITIL Intermediate Certification
Intermediate (Lifecycle Stream)
Multiple choice
8 questions pass score 28/40 or 70%
2 hours allowed
Closed-book examination
8
Intermediate Level – E-learning /Blended Training
• 2 day workshop
• Exam immediately after training

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ITIL Intermediate Certification
Intermediate (Capability Stream)
Multiple choice
2 hours allowed
9
• 2 day workshop
•Exam immediately after training

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Intermediate (Capability Stream)
Multiple choice
2 hours allowed
10
• 2 day workshop
•Exam immediately after training
Managing Across the Lifecycle (MALC)

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Testimonial
Segun
“A well paced course that helped
me understand the basics of
service management”
Matthew
“ The trainer was excellent and it
was so helpful to hear his stories
about applying service
management in practice because
he had examples of overcoming a
lot of the problems”
Ayoor
“I found the explanation of the
lifecycle really helpful and I liked
how the five pieces fitted
together – it all makes sense
now!”
Temitope
“Nearly all of my colleagues have
this qualification and this course
has helped me catch up and
appreciate their perspective”
Femi
“I appreciated the way the
course built up my knowledge
step by step. I learnt a lot but I
didn't feel overwhelmed”

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Why choose HARRYBAKER Professionals?
Professionally trained
trainers, who are part of
our HARRYBAKER
Excellence Train the
Trainer programme
Trainers who are
experienced project
managers and who can
advise you on how to
apply ITIL® to your work
situation.
Excellent ITIL®
examination pass rates
consistently in both
ITIL® Foundation,
Intermediates and the
MALC qualifications
Regularly updated
course materials and
sample papers to
ensure our courses are
as enjoyable, relevant
to the real world and up
to date as possible
Accredited Training
Organisation, assessed
by the APM Group
every year to check for
quality processes,
course materials and
trainers.

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When you Train with HARRYBAKER
Before the
Course
During the
Course
After the
Course
13
• Receive the ITIL® original text
book –“Management of Risk:
Guidance for Practitioners”
• Access to
https://www.harrybakerprofession
als.com which has lots of
information to help you prepare
for your course:
• On-line access to HARRYBAKER
Professionals e-learning portal
• Pre-course work book with
activities, questions and suggested
pages to read and mark up in the
official text book
• On-line access to a trainer for any
questions that you have about
ITIL®
• Quizzes and sample examination
papers to test your knowledge
• Course materials including
models, games, puzzles,
slides, activities and sample
examination papers
• Experienced trainers who
know how to manage risk
and how to apply ITIL® in the
‘real world’
• Activities to help you
understand how to use ITIL®
and how to pass the
examinations
• Use the HARRYBAKER
Knowledge Centre to stay
up to date

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Background
• Accredited Trainer:
- PRINCE2®, M_o_R,
MSP, MoP, MoV, MoR,
PPS, P3O, PMP &
PMD Pro, ITIL,
Facilitation, Better
Business Case
• BSc and MBA from
Cranfield
• Six Sigma Certified
Experience
• Murray
International
Group, UK
• BSkyB UK
• Vodafone UK
• Charteris UK
• nPower
• Chevron Texaco
• Gateway Bank
• UAC
Personal
• Married
• 3 kids
• Enjoy teaching
Meet Our Lead Trainer
14

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Plot 5, 2nd Floor Chief Yesufu Abiodun Street,
Victoria Island Lagos.
Email: info@harrybakerprofessionals.com
Phone: 0802 839 1360
Website: www. Harrybakerprofessionals.com
The Swirl logoTM is a trade mark of AXELOS Limited.®

Itil quick guide

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