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1. ITIL® 2011 FOUNDATION COURSE
•ITIL®is aregistered trade mark of AXELOSLimited

2. ABOUT US
Excelr is an ITconsulting and professional certification training provider catering its services globally
across countries including India, UK,USA,Netherlands,Germany,Malaysia, Indonesiaetc.,
 Some of our Flagship Courses
 ITIL®Foundation ,Intermediate, Expert
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2
ITIL®is aregistered trade mark of AXELOSLimited
TheSwirl logo™is atrade mark of AXELOSLimited
TheITIL®Approved Examination Organization logo is atrade mark of AXELOSLimited
10,000+
Professionals
Trained
32+
Countries
acrossglobe
100+
Management
Certification courses

3. ITIL®QUALIFICATION SCHEME
© AXELOScopyright 2013. Reproducedunder licence ofAXELOSLimited
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4. ITIL®FOUNDATION EXAM FORMAT
Foundation Certificate in IT Service Management
Simple multiple choice examination – 40 Questions -
Closed Book
Duration 60 minutes (Extra 15 mins if exam is not in
native language)
65% required to be certified (26 out 40)
Pre-requisite for all further ITIL® qualifications
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5. ITIL®2011 FOUNDATION COURSEOBJECTIVES
 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
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6. ITIL® KEY CONCEPTS &
SERVICE MANAGEMENT AS PRACTICE
Module 1

7. 1. ITIL® KEYCONCEPTS
 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
WHY DO WE NEED IT SERVICE MANAGEMENT?
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*Italic font material in this document hasbeen sourced from ITIL®2011corepublications.
No part of this document may be reproduced in any form without the written permission of both Excelr and
AXELOSLimited. Permissioncanbe requested at enquiry@excelr.com and licensing@AXELOS.com
7

8. 1. ITIL® KEYCONCEPTS
 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.
WHAT IS ITIL®?
Copyright© ExcelrSoulutions and AXELOSLimited 2013. All rights reserved.
*Italic font material in this document hasbeen sourced from ITIL®2011corepublications.
No part of this document may be reproduced in any form without the written permission of both Excelr and
AXELOSLimited. Permissioncanbe requested at enquiry@excelr.com and licensing@AXELOS.com
8

9. 1. ITIL® KEYCONCEPTS
The key characteristics of ITIL® that contribute to its global success
 Best practice: ITIL® represents the learning experiences and
thought leadership 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
particular technology platform or industry type.
 Non-prescriptive: ITIL® offers robust, mature and time-tested
practices that have applicability to all types of service organization
WHY ITIL® IS SO SUCCESSFUL?
Copyright© ExcelrSoulutions and AXELOSLimited 2013. All rights reserved.
*Italic font material in this document hasbeen sourced from ITIL®2011corepublications.
No part of this document may be reproduced in any form without the written permission of both Excelr and
AXELOSLimited. Permissioncanbe requested at enquiry@excelr.com and licensing@AXELOS.com
9

10. 1. ITIL® KEYCONCEPTS
 Deliver value for customers through services.
 Integrate the strategy for services with business strategyand
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 culture across the enterprise
 Improve relationship with customers
WHY ITIL® IS SO SUCCESSFUL?
Copyright© ExcelrSoulutions and AXELOSLimited 2013. All rights reserved.
*Italic font material in this document hasbeen sourced from ITIL®2011corepublications.
No part of this document may be reproduced in any form without the written permission of both Excelr and
AXELOSLimited. Permissioncanbe requested at enquiry@excelr.com and licensing@AXELOS.com
10

11. 1. ITIL® KEYCONCEPTS
 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
BEST PRACTICE
Copyright© ExcelrSoulutions and AXELOSLimited 2013. All rights reserved.
*Italic font material in this document hasbeen sourced from ITIL®2011corepublications.
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AXELOSLimited. Permissioncanbe requested at enquiry@excelr.com and licensing@AXELOS.com
11

12. 1. ITIL® KEYCONCEPTS
BEST PRACTICE
Academicresearch
Copyright© ExcelrSoulutions and AXELOSLimited 2013. All rights reserved.
*Italic font material in this document hasbeen sourced from ITIL®2011corepublications.
No part of this document may be reproduced in any form without the written permission of both Excelr and
AXELOSLimited. Permissioncanbe requested at enquiry@excelr.com and licensing@AXELOS.com
12
Industrypractices
Standards
Internalexperience
Training andeducation
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 andpurpose
© AXELOScopyright 2013. Reproducedunder licence ofAXELOSLimited

13. 1. ITIL® KEYCONCEPTS
 Proprietary Frameworks
 Difficult to adopt, adapt or transfer
 Customized for local context and the specific needs of thebusiness
 Difficult to Document
 Not for freee, owners expect to be rewarded for theirinvestments
 Public Frameworks
 Validated across various organisations, cultures , environment and contexts
 Public training and certification enabling labor marketskills
 Widely distributed among a large community ofprofessionals
PROPREITARY AND PUBLIC FRAMEWORKS
Copyright© ExcelrSoulutions and AXELOSLimited 2013. All rights reserved.
*Italic font material in this document hasbeen sourced from ITIL®2011corepublications.
No part of this document may be reproduced in any form without the written permission of both Excelr and
AXELOSLimited. Permissioncanbe requested at enquiry@excelr.com and licensing@AXELOS.com
13

14. 1. ITIL® KEYCONCEPTS
 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® EVOLUTION
Copyright© ExcelrSoulutions and AXELOSLimited 2013. All rights reserved.
*Italic font material in this document hasbeen sourced from ITIL®2011corepublications.
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AXELOSLimited. Permissioncanbe requested at enquiry@excelr.com and licensing@AXELOS.com
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15. 1. ITIL® KEYCONCEPTS
ITIL® SERVICE LIFECYCLE - OVERVIEW
Continual
service
improvement
Copyright© ExcelrSoulutions and AXELOSLimited 2013. All rights reserved.
*Italic font material in this document hasbeen sourced from ITIL®2011corepublications.
No part of this document may be reproduced in any form without the written permission of both Excelr and
AXELOSLimited. Permissioncanbe requested at enquiry@excelr.com and licensing@AXELOS.com
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Service
transition
Service
strategy
Service
Operation
Service
design
© AXELOScopyright 2013. Reproducedunder licence ofAXELOSLimited

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