ITIL is a widely accepted approach to IT Service Management (ITSM), which has been adopted by individuals and organizations across the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. Because ITSM is driven both by technology and the huge range of organizational environments in which it operates, it is constantly evolving.

1. ITIL®:2011
ProfessionalEducationTraining
www.syzygal.com
Innovative solutions
for modern businesses

2. 2
ITIL (IT INFRASTRUCTURE LIBRARY) is a best prac-
tice framework for IT Service Management. It is
owned and operated by the UK Government and was first
published in the mid-1980’s. Various updates occurred
throughout the 1990’s but the framework remained largely
within the public sector.
In 2000 an updated version was published (v2) and was
quickly recognised as relevant for ICT departments in all
industry sectors. ITIL gained in popularity on a global
scale and in 2007 a new version, recognising the lifecycle
of IT services, was published as v3. This also saw a move
towards content development and management by an
independent group of technology practitioners, repre-
sented globally and from diverse industry sectors; this
groups is the IT Service Management Forum (itSMF). The
current version of ITIL was released in 2011 and along with
minor amendments and updates the naming convention
changed to ITIL: 2011.
ITIL REPRESENTS NEARLY 3 DECADES OF COLLECTIVE
GLOBAL EXPERIENCE, KNOWLEDGE AND EXPERTISE; AS
SUCH IT IS NOW RECOGNISED AS THE WORLD-WIDE DE-
FACTO STANDARD FOR IT SERVICE MANAGEMENT.
The ITIL: 2011 Service Lifecycle is often shown in a cyclical
diagram with five distinct phases that represent the stages
in the lifecycle.
• SERVICE STRATEGY focuses on the thinking processes
and can be seen as the‘Why?’of the lifecycle. Why is
this IT organisation here? Why should these custom-
ers/users buy our services? Why do our services meet
their needs?
• SERVICE DESIGN focuses on the holistic design of
services and performance, often seen as the‘How?’
of the lifecycle. How should we design our services?
How will it fit into our existing architectures? How will
we resource the build, deployment and management?
How will it meet our customer’s needs?
• SERVICE TRANSITION focuses on the stability of the
live environments and can be seen as the‘When?’and
‘Who?’of the lifecycle. When should we transition into
live? Who will be involved in the deployment? Who
will be affected by the new/amended service?
• SERVICE OPERATION focuses on day-to-day delivery of
IT Services; it can be seen as the engine room of IT and
very much the‘What?’of the service lifecycle. What
performance levels do we need to deliver? What activi-
ties need to be done to keep services live and healthy?
What if something goes wrong or a user needs help?
• CONTINUAL SERVICE IMPROVEMENT focuses on all
activities in the lifecycle to ensure we have a continual
review and improvement culture. It can be seen as the
‘Where?’of the service lifecycle. Where do we see life-
cycle difficulties? Where are we against our strategy?
Where can we make improvements?
Each phase contains a set of closely related processes that
unify and enhance phase activity to support the required
organisational outcomes.
ITIL describes processes, procedures, tasks, and checklists
which are not organisation-specific, but can be applied
by an organisation for establishing integration with the
organisation’s strategy, delivering value, and maintaining
a minimum level of competency. It allows the organisation
to establish a baseline from which it can plan, implement,
and measure. It is used to demonstrate compliance and to
measure on-going improvement for organisations of all
sizes and types.
TheITIL®ServiceLifecycle
ITIL® is a registered trade mark of AXELOS Limited.
The Swirl logo™ is a trade mark of AXELOS Limited.

3. 3
Yourimprovementpartner
Syzygal delivers class-room based professional train-
ing services and innovative e-learning solutions. All our
training solutions are based on Industry recognised best
practices and include formal certification.
Implementation and management of quality information
technology services that meet the needs of the business,
through an appropriate mix of people, process and infor-
mation technology.
Controlled planning, organisation and motivation of re-
sources over a fixed time to achieve specific project goals
and objectives; typically to bring about beneficial change
or added value.
Syzygal consultants have a wealth of experience working
in all types of organisations; public, private and govern-
ment institutions. Our team are qualified, knowledgeable
and have practical ability with global experience.
Focusing on the performance and risk management of
information technology systems and supporting greater
accountability in decision-making for the best interest of
all stakeholders.
The protection of information and information infrastruc-
ture assets against the risks of loss, misuse, disclosure or
damage; providing controls organisations need to man-
age these risks.
PROFESSIONAL EDUCATION
IT Service Management
Project Management
CONSULTING SERVICES
Enterprise Governance
IT Security Management

4. 4
WhatarethebenefitsofITIL®?
TheITInfrastructureLibrary®
Many organisations question how ITIL can practically help
to improve efficiency and deliver real value. The following
are some real life examples of ITIL benefits:
•• One organisation identified that most of the cost of
delivering IT support came from resolving customer
issues. By adopting ITIL approaches to knowledge-
based information and self-help, it was able to reduce
costs of support by over 75% whilst increasing user
satisfaction, and improving user productivity.
•• Another medium-sized IT service organisation in-
vested €2.6m in a two-year programme to improve its
IT service management. It recouped the investment
within the first year, and achieved annual savings of
€3.5m mainly through rationalising unused and under-
used resources. It also reduced IT incident resolution
times and improved user satisfaction by over 11%.
From a business perspective, the adoption of ITIL practices
by IT service providers ensures many benefits including:
•• IT services which align better with business priorities
and objectives, meaning that the business achieves
more in terms of its strategic objectives
•• Known and manageable IT costs, ensuring the busi-
ness plans its finances better
•• Increased business productivity, efficiency and ef-
fectiveness, because IT services are more reliable and
work better for the business users
•• Financial savings from improved resource manage-
ment and reduced re-work
•• More effective change management, enabling the
business to keep pace with change and drive business
change to its advantage
•• Improved user and customer satisfaction with IT
ITIL (IT INFRASTRUCTURE LIBRARY) is a best practice frame-
work for IT Service Management. It is owned and operated by
the UK Government and was first published in the mid-1980’s.
Various updates occurred throughout the 1990’s but the
framework remained largely within the public sector. In 2000
an updated version was published (v2) and was quickly recog-
nised as relevant for ICT departments in all industry sectors.
ITIL gained in popularity on a global scale and in 2007 a new
version, recognising the lifecycle of IT services, was published
as v3. This also saw a move towards content development and
management by an independent group of technology prac-
titioners, represented globally and from diverse industry sec-
tors; this groups is the IT Service Management Forum (itSMF).
The current version of ITIL was released in 2011 and along
with minor amendments and updates the naming convention
changed to ITIL: 2011.
Service
O
peration
ServiceDesign
Service Transition
S
ervice Strategy
Continual Serivce
Improvement ContinualSerivce
Im
provem
ent
ContinualSerivce
Improvement
ITIL®
2011

5. 5
Syzygal professional
training helps career
focused individuals
differentiate them-
selves and build suc-
cessful careers.
TheITIL®servicelifecycle
The ITIL: 2011 Service Lifecycle is often shown in a cyclical
diagram with five distinct phases that represent the stages
in the lifecycle.
• SERVICE STRATEGY focuses on the thinking processes
and can be seen as the‘Why?’of the lifecycle. Why is
this IT organisation here? Why should these custom-
ers/users buy our services? Why do our services meet
their needs?
• SERVICE DESIGN focuses on the holistic design of
services and performance, often seen as the‘How?’
of the lifecycle. How should we design our services?
How will it fit into our existing architectures? How will
we resource the build, deployment and management?
How will it meet our customer’s needs?
• SERVICE TRANSITION focuses on the stability of the
live environments and can be seen as the‘When?’and
‘Who?’of the lifecycle. When should we transition into
live? Who will be involved in the deployment? Who
will be affected by the new/amended service?
• SERVICE OPERATION focuses on day-to-day delivery of
IT Services; it can be seen as the engine room of IT and
very much the‘What?’of the service lifecycle. What
performance levels do we need to deliver? What activi-
ties need to be done to keep services live and healthy?
What if something goes wrong or a user needs help?
• CONTINUAL SERVICE IMPROVEMENT focuses on all
activities in the lifecycle to ensure we have a continual
review and improvement culture. It can be seen as the
‘Where?’of the service lifecycle. Where do we see life-
cycle difficulties? Where are we against our strategy?
Where can we make improvements?
Viewing IT service in a lifecycle allows a more holistic and
joined-up view of how IT Service Providers deliver value to
their organisation and help them achieve their objectives.

6. 6
THEORY
ABSORB CONSOLIDATE
TEST
TACT
Theory
Delivering focused
knowledge with
innovative methods
Testing
Measurement and
learning through testing
confirmation of
Consolidate
Fun and interesting
learning utilising
interactive methods
Absorb
Placing students in
real-world scenarios
with hands on scope
TACT is Syzygal’s pro-
prietary methodology
for developing courses
and courseware
As part of doctoral research,
Syzygal have developed a unique
approach to developing and
designing professional education
courses and courseware. Rather
than utilising tired and over-used
methods such as working straight
from a syllabus, Syzygal decided to
research the key elements of effec-
tive learning. What we found was
that although dynamic and flexible
delivery methods were essential to
the overall experience for students,
it was the approach to content
formulation and positioning that
was critical to maximising learning
up-take and knowledge retention.
The THEORY of a subject is obvi-
ously critical to success, but ensur-
ing it is positioned in contextual
alignment is the pay-off. We then
ensure students ABSORB the the-
ory by placing them in real-world
scenarios and role-plays, ensuring
the theory connects to practical
application. To support this we
CONSOLIDATE the learning by us-
ing innovative games and exercises
to further develop understanding
and retention. Finally we ensure
TESTING takes place throughout
training events which prepares
the student to take their formal
certification.
TheTACTapproach

7. 7
The foundation of the Syzygal
business model is the spe-
cialisation in the areas of IT Service
Management, IT Security Manage-
ment, Project Management and
Enterprise Governance. Our focus is
on supporting and communicating
world-renowned, industry recognised
frameworks and standards. In doing
so we help our clients develop world-
class, business centric IT Services
and business change environments.
Placed world-wide, we provide in-
novative solutions helping your busi-
ness deliver tangible and measurable
improvements through direct con-
sultancy or training and education
products. Syzygal’s primary business
objectives and goals are to:
•• Educate professionals in leading
industry best practices
•• Help our clients develop real
knowledge and understanding
in core business practices
•• Support the practical implemen-
tation of that knowledge
•• Ultimately help our clients im-
prove their business practices
Our approach is to accept and deliver
only the highest quality in informa-
tion content, materials and delivery
of our courses. We believe that learn-
ing is better achieved by participa-
tion from the student rather than
instruction by the lecturer. Taking
this approach leads to a better overall
experience for the training candi-
dates and achieves a longer lasting
knowledge transfer from the course.
We employ only the best training
resources and ensure they have ap-
plicable, real life experience in their
specialist areas and industry standard
frameworks and methodologies.
Helpandexpertadvice
whenyouneeditmost
Gainingrecognitionasasubjectmatter
expertandmovingyourcareerforward
beginswithdemonstratingyour
knowledgeandexpertise.

8. ProfessionalEducation
Standoutfromthecrowd
Syzygal Europe
Kemp House
London
Syzygal Arabia
Silicon Oasis
Dubai
www.syzygal.com
info@syzygal.com