17/03/2014 1
www.harrybakerprofessionals.com || 0802 839 1360
Turbocharge
Your Career
ITIL® IT Service
Management
The Swir...
17/03/2014 2
www.harrybakerprofessionals.com || 0802 839 1360
What is ITIL®?
ITIL is the most widely
accepted approach to ...
17/03/2014 3
www.harrybakerprofessionals.com || 0802 839 1360
ITIL® Objectives
Align IT services with
the current and futu...
17/03/2014 4
www.harrybakerprofessionals.com || 0802 839 1360
ITIL® Qualifications
The life-cycle stream looks at
the theo...
17/03/2014 5
www.harrybakerprofessionals.com || 0802 839 1360
Is a Qualification Important?
ITIL® Foundation is the entry
...
17/03/2014 6
www.harrybakerprofessionals.com || 0802 839 1360
Benefits of ITILOrganisation
•Align IT services with busines...
17/03/2014 7
www.harrybakerprofessionals.com || 0802 839 1360
ITIL Foundation Certification
7
Foundation Level
• Multiple ...
17/03/2014 8
www.harrybakerprofessionals.com || 0802 839 1360
ITIL Intermediate Certification
Intermediate (Lifecycle Stre...
17/03/2014 9
www.harrybakerprofessionals.com || 0802 839 1360
ITIL Intermediate Certification
Intermediate (Capability Str...
17/03/2014 10
www.harrybakerprofessionals.com || 0802 839 1360
Intermediate (Capability Stream)
Multiple choice
10 questio...
17/03/2014 11
www.harrybakerprofessionals.com || 0802 839 1360
Testimonial
Segun
“A well paced course that helped
me under...
17/03/2014 12
www.harrybakerprofessionals.com || 0802 839 1360
Why choose HARRYBAKER Professionals?
Professionally trained...
17/03/2014 13
www.harrybakerprofessionals.com || 0802 839 1360
When you Train with HARRYBAKER
Before the
Course
During the...
17/03/2014 14
www.harrybakerprofessionals.com || 0802 839 1360
Background
• Accredited Trainer:
- PRINCE2®, M_o_R,
MSP, Mo...
17/03/2014 15
www.harrybakerprofessionals.com || 0802 839 1360
Plot 5, 2nd Floor Chief Yesufu Abiodun Street,
Victoria Isl...
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Itil quick guide

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Itil quick guide

  1. 1. 17/03/2014 1 www.harrybakerprofessionals.com || 0802 839 1360 Turbocharge Your Career ITIL® IT Service Management The Swirl logoTM is a trade mark of AXELOS Limited.PMI® are registered marks of the Project Management Institute, Inc.
  2. 2. 17/03/2014 2 www.harrybakerprofessionals.com || 0802 839 1360 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
  3. 3. 17/03/2014 3 www.harrybakerprofessionals.com || 0802 839 1360 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
  4. 4. 17/03/2014 4 www.harrybakerprofessionals.com || 0802 839 1360 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
  5. 5. 17/03/2014 5 www.harrybakerprofessionals.com || 0802 839 1360 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
  6. 6. 17/03/2014 6 www.harrybakerprofessionals.com || 0802 839 1360 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
  7. 7. 17/03/2014 7 www.harrybakerprofessionals.com || 0802 839 1360 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
  8. 8. 17/03/2014 8 www.harrybakerprofessionals.com || 0802 839 1360 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 • Run regularly in Lagos
  9. 9. 17/03/2014 9 www.harrybakerprofessionals.com || 0802 839 1360 ITIL Intermediate Certification Intermediate (Capability Stream) Multiple choice 8 questions pass score 28/40 or 70% 2 hours allowed Closed-book examination 9 Intermediate Level – E-learning /Blended Training • 2 day workshop •Exam immediately after training • Run regularly in Lagos
  10. 10. 17/03/2014 10 www.harrybakerprofessionals.com || 0802 839 1360 Intermediate (Capability Stream) Multiple choice 10 questions pass score 35/50 or 70% 2 hours allowed Closed-book examination 10 Intermediate Level – E-learning /Blended Training • 2 day workshop •Exam immediately after training • Run regularly in Lagos Managing Across the Lifecycle (MALC)
  11. 11. 17/03/2014 11 www.harrybakerprofessionals.com || 0802 839 1360 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”
  12. 12. 17/03/2014 12 www.harrybakerprofessionals.com || 0802 839 1360 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.
  13. 13. 17/03/2014 13 www.harrybakerprofessionals.com || 0802 839 1360 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
  14. 14. 17/03/2014 14 www.harrybakerprofessionals.com || 0802 839 1360 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
  15. 15. 17/03/2014 15 www.harrybakerprofessionals.com || 0802 839 1360 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.®

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