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ITIL - ITIL Foundation 2017 - Dump Information

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Exam Code : ITIL
Exam Name : ITIL Foundation 2017
Questions and Answers : 369 Q & A
Updated On : February 23, 2018
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ITIL Questions and Answers



Which of the following areas would technology help to support during the Service Lifecycle?

  1. Data mining and workflow

  2. Measurement and reporting

  3. Release and deployment

  4. Process Design

  1. 2, 3 and 4 only

  2. 1, 3 and 4 only

  3. 1, 2 and 3 only

  4. All of the above

Answer: D


Which of the following CANNOT be provided by a tool?

  1. Knowledge

  2. Information

  3. Wisdom

  4. Data

Answer: C


The consideration of value creation is a principle of which stage of the Service Lifecycle?

  1. Continual Service Improvement

  2. Service Strategy

  3. Service Design

  4. Service Transition


Which process or function is responsible for the Definitive Media Library and Definitive Spares?

  1. Facilities Management

  2. Access Management

  3. Request Fulfilment

  4. Service Asset and Configuration Management

Answer: D


Which of the following should be documented in an Incident Model?

  1. Details of the Service Level Agreement (SLA) pertaining to the incident

  2. Chronological order of steps to resolve the incident

  1. 1 only

  2. 2 only

  3. Both of the above

  4. Neither of the above

Answer: B


What body exists to support the authorisation of changes and to assist Change Management in the assessment and prioritization of changes?

  1. The Change Authorisation Board

  2. The Change Advisory Board

  3. The Change Implementer

  4. The Change Manager

Answer: B


The BEST description of an Incident is:

  1. An unplanned disruption of service unless there is a backup to that service

  2. An unplanned interruption to service or a reduction in the quality of service

  3. Any disruption to service whether planned or unplanned

  4. Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not

Answer: B


What are Request Models used for?

  1. Assessing changes to understand their potential impact

  2. Modelling arrival rates and performance characteristics of service requests

  3. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote

  4. Defining how common types of service requests should be processed

Answer: D


The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?

  1. Knowledge Management

  2. Availability Management

  3. Service Asset and Configuration Management

  4. Change Management

Answer: A


What is IT Governance concerned with?

  1. Measuring and improving the efficiency and effectiveness of IT processes

  2. Ensuring that IT processes support the organization's strategies and objectives

  3. Reducing the total cost of providing services to the business

  4. Ensuring that targets documented in Service Level Agreements (SLAs) are met

Answer: B

Exin ITIL Exam (ITIL Foundation 2017) Detailed Information

If you want to be greener and smarter but just as effective in the way you do business, the Green IT certificate offers the solution. EXIN offers two types of Green IT certificates.
EXIN BCS Business Analysis
EXIN certification scheme addresses different elements of Business Analysis, such as Business Change and Commercial Awareness. On a practitioner level (to be offered by EXIN later in 2016) more specific topics such as Requirements Engineering, Business Analysis Practice and Modelling Business Processes are covered.
CCC Big Data
The EXIN CCC certification program provides a solid base of knowledge by covering the origin and characteristics of Big Data, the tools and technologies such as Hadoop and MongoDB and the main players involved.
CCC Cloud Computing
The CCC Cloud Computing certification program is vendor-neutral and role-based: it addresses many aspects of Cloud Computing, encompassing all ICT roles which are critical for successful cloud adoption and readiness.
The Foundation Series
This certification program is available in Dutch only.
The EXIN DevOps Master certification is unique in the world as it comprises an advanced exam and a training that includes practical assignments to prove the competences of candidate DevOps Masters.
EXIN Business Information Management with reference to BiSL
The exam tests your theoretical knowledge of the BiSL framework. With the certificate you show that you are able to bridge the gap between business and IT. Thousands of professionals have already gained their certificate from EXIN.
EXIN Privacy and Data Protection
Having certified professionals with the right level of knowledge can help prepare your organization to face these opportunities. The EXIN Privacy & Data Protection program covers the required knowledge of laws and regulations relating to data privacy and how this knowledge can be used to be compliant.
Lean IT
Achieving more with less, that is Lean IT. Adopting a new way of thinking and doing enables companies to respond to changing customer desires with high variety, high quality, and fast throughput times. This is managed with less human effort, less space, less capital, and less time.
EXIN Ethical Hacking
Ethical Hacking is in current times of increasing cybercrime a necessity when becoming cyber-resilient: a well-known method of duplicating the intent and actions of malicious hackers in order to locate, evaluate and resolve hardware and software vulnerabilities.
EXIN Certification in OpenStack Software
OpenStack is the Open Source operating system for building and managing cloud computing platforms for public and private clouds.
This program is the first vendor-neutral certification program for OpenStack to be offered by an independent examination institute. It focusses on how to apply and use OpenStack Software when managing company data in a Cloud.
EXIN Secure Programming
Cybercrime, data leaks and information security get more attention than ever in the news. Governments and companies dedicate more and more resources to these areas. However, most of their attention appears to be focused on reactive measures instead of on preventive measures. In-built security of applications is worth the investment. The certification of developers and software programmers is key in developing secure software.
EXIN Application Management with reference to ASL
There is considerable interest in application management. This EXIN exam tests your theoretical knowledge of the context, processes and use of application management. Included within this are references to the ASL framework. This EXIN certificate is indispensable for anyone who needs to deal with application management in his/her role.
New software releases are being issued in increasingly rapid succession, making testing ever more important. The structured test management approach of TMap NEXT® ensures a shorter time-to-market, which means that qualified testers are needed.
Testing takes time and money but offers insufficient insight into the quality of the test process itself. Applying TPI NEXT® will provide not only insight into the quality but improvement as well, taking into account the business drivers of the organization.
EXIN ITSM based on ISO/IEC 20000
With an ITSM certificate, you can show that you are a professional in IT service management. Practically orientated, on various levels and aimed at job descriptions. Choice of 11 certificates.
Indispensable for any IT specialist wishing to get to the next level in IT Service Management. Put together your own pathway from the 11 ITIL® exams. Best practices, structured method, based on the lifecycle approach.
MOF serves to ensure that an IT department runs as efficiently as possible. Its strength lies in the fact that it incorporates best practices, clear principles and practical models. This certificate is based on MOF 4.0 by Microsoft.
EPI DATA Centre Management
With few exceptions, enterprises today rely on IT for the delivery of business-critical services - often directly to the end consumer. It is therefore vital that the mission critical data centre is designed, maintained and operated with hi-availability and efficiency in mind.
EXIN Cloud
This program shows that you are familiar with the main concepts of Cloud Computing and that you know what is involved in terms of procurement, management and implementation. ‘Get into the Cloud, and stay in control.’
EXIN Agile Scrum
Applying the agile way of thinking means accepting change. Even to expect it. Because of the flexible way of working, the sprints, the daily meetings and continuous testing there is constantly room to adjust the product, or to change course half way a project. In the end the project will result in a high-quality product that is according to the clients’ wishes.
EXIN Information Security
EXIN Information Security is solely based on the NEN-ISO/IEC 27002. The EXIN qualification programme information security raises awareness of risks and instils a sense of responsibility.
EXIN ITAMOrg IT Asset Management
Trends like Cloud, Mobile, Social, Bring-Your-Own-Device, Consumerization of IT, Bring-Your-Own-Application and Big Data have created significant shifts in the way businesses operate. These shifts make IT Asset Management more important than ever: it helps organizations keep a firm grip on their businesses and most valuable assets.
EXIN Business Continuity Management
Business Continuity Management is an essential part of risk management within any organization. EXIN’s Business Continuity Management certification is policy-oriented without getting into operational ‘how to’ details.
RESILIA™ is a framework of best practice designed to build cyber resilience skills across an organization. Based on the Cyber Resilience Best Practices guide it offers practical knowledge to enhance existing management strategies and help align cyber resilience with IT operations, security and incident management.
It is a widely used project management method that navigates you through all the essentials for running a successful project.
P3O® Certification - Portfolio, Programme and Project Offices
It provides advice on how to develop a governance structure that helps optimize an organization’s investment in change.
MoV® - Management of Value
It provides a systematic method to define what value means for organizations, and to communicate it clearly to maximize value across portfolios, programs, projects and operations.
M_o_R® - Management of Risk
It inspects risks from strategic and operational view and within programs and projects.
MoP® - Management of Portfolios
It advices on and shows examples of how to apply principles, practices, and techniques that help optimize an organization’s investment in change.
MSP® - Managing Successful Programmes
It offers principles and processes for the implementation and management of a program.
EXIN BCS Business Analysis
EXIN BCS Business Analysis
Organizations are constantly striving to become more efficient and effective. But how do you know what exactly is needed to reach that goal? And what changes then need to be implemented? Are any IT solutions required? That is where the Business Analyst comes in: to investigate the business situation, identify and evaluate the different options to improve business systems, to define requirements and ensure the effective use of information systems in meeting the needs of the business.
The value
The value of business analysis is in the realization of benefits, avoidance of cost, identification of new opportunities, understanding of required capabilities and modeling the organization. Through the effective use of business analysis, any organization can realize these benefits, ultimately improving the way they do business.
EXIN Certification
EXIN certification scheme addresses different elements of Business Analysis, like Business Change and Commercial Awareness. On a practitioner level (to be offered by EXIN later in 2016) more specific topics such as Requirements Engineering, Business Analysis Practice and Modelling Business Processes are covered.
The new certification scheme has been developed by BCS, The British Computer Society. They promote wider social and economic progress through the advancement of information technology science and practice. With the vision to be a world-class organization for IT, they bring together industry, academics, practitioners and government to share knowledge, promote new thinking, inform the design of new curricula, shape public policy and inform the public.
Business Analysis Certification Scheme
Exams by levelCode
EXIN BCS Foundation Certificate in Business Analysis BAF
EXIN BCS Foundation Certificate in Business Change BCF
EXIN BCS Foundation Certificate in Commercial Awareness CAF
Learn more about EXIN IT Service Management based on ISO/IEC 20000
ITSM20 refresh: Now completely ready and live in English. Why this refresh? Easy to recognize for those who are familiar with ITIL®. Less focus on theory, more time for practical assignments. Minimal number of training days. Several side entry possibilities for quick access to the top of the program.
The EXIN ITSM based on ISO/IEC 20000 program is a unique lean approach to IT Service Management:
It combines the key ITIL® elements with the quality principles of the ISO/IEC 20000 standard.
The program allows for ITIL® side entries, both on foundation and expert level.
It contains EXIN’s approach to a practical and role based certification.
It offers many practical examples, case studies and assessments.
IT Service Management EXIN ITSM levels
Use the Fast Track calculator for more side-entry possibilities
The philosophy
Rather than try to do everything that we “could do”, why not focus
on everything that we “must do” initially? This will save time and money.
ITIL® (IT Infrastructure Library) is the most accepted framework for IT Service Management (ITSM) in the world. Over 1.5 million professionals have earned one or more ITIL® certificates at EXIN.
ITIL® consists of a coherent set of best practices drawn from many public and business sectors. ITIL® is the appropriate framework for organizations that (regularly) deal with supplying, using or supporting IT services. ITIL® is based on the practice of IT Service Management and is expected to continue to be a guiding framework for a long time.
Many organizations are heavily dependent on their IT. ITIL® provides the most detailed documentation for successfully setting up management processes within an IT organization.
Exams by levelCode
ITIL ® Foundation Certificate in IT Service Management ITILF
ITIL® Practitioner ITILP
ITIL® Continual Service Improvement Certificate ITILCSI
ITIL® Managing Across the Lifecycle Certificate ITILMLC
ITIL® Operational Support and Analysis Certificate ITILOSA
ITIL® Planning, Protection and Optimization Certificate ITILPPO
ITIL® Release, Control and Validation Certificate ITILRCV
ITIL® Service Design Certificate ITILSD
ITIL® Service Operation Certificate ITILSO
ITIL® Service Offerings and Agreements Certificate ITILSOA
ITIL® Service Strategy Certificate ITILSS
ITIL® Service Transition Certificate ITILST
ITIL® Master Qualification ITILMA
ITIL ® Foundation Certificate in IT Service Management
ITIL ® Foundation Certificate in IT Service Management
ITIL Foundation is the most important certificate for IT professionals and employees wishing to know more about IT Service Management. Organizations that work according to ITIL use the complete ITIL exam program for training personnel based on their roles. Their ITILskills enable them to perform and cooperate better.
ITIL Foundation is part of the Certified Integrator program and is one of the prerequisites to attain the titles:
EXIN Certified Integrator Agile Service Projects
Target group
You are an IT professional, business manager or business process owner in an organization that operates according to ITIL. After gaining the certificate, you will understand how the ITIL exam program contributes to raising the quality of IT Service Management. Your role and qualities are important for better (team) performance.
ITIL Foundation enables you to lay the basis for a complete program of ITIL exams and obtaining various certificates in IT Service Management. This will show that you take your work according to ITIL seriously. It will improve your qualifications for working with other ITIL-certified personnel.
e-Competence Framework (e-CF)
The mapping of this certificate against the e-Competence Framework.
e-CF Area e-Competence e-1 e-2 e-3 e-4 e-5
PLAN A.2. Service Level Management
RUN C.1. User Support
C.2. Change Support
C.3. Service Delivery
C.4. Problem Management
ENABLE D.8. Contract Management
D.9. Personnel Development
MANAGE E.5. Process Improvement
Legend for coverage:
General - The competence is covered at the level indicated
Partial - The competence is covered to some extent
Superficial - Relevant knowledge is covered to some extent
The competence level is available in the framework
The competence level is not available in the framework
Exam content
Candidates are tested on:
1. Service management as a practice (comprehension)
2. The ITIL service lifecycle (comprehension)
3. Generic concepts and definitions (awareness)
4. Key principles and models (comprehension)
5. Selected processes (awareness)
6. Selected functions (awareness)
7. Selected roles (awareness)
8. Technology and architecture (awareness)
9. Competence and training (awareness)
For an elaborate list of exam specifications, literature and more information, see the Syllabus, downloadable in the right section of this website.
Click here to download the glossary in the download section in the right column.
Exam Details
Number of questions: 40
Pass mark: 65% (26 out of 40)
Open book: no
Electronic devices permitted: no
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for those taking ">ITIL to the next level lets form a reading group to make things easier for us. thanks tintedfun(at)yahoom


Guys, Can someone tell me how long does ">ITIL takes to mail me the certificate?


Passed with 80%. I went through Amrakoth 3 times and watched CBT nuggets twice to make sure I understand the concepts well.Studying for the exam is boring YAWN, I am glad I passed. :-)


Today I passed ">ITIL V3 [BCS-BH0-012] in prometric with 77.5%. Answered 31 correct out of 40. 65% is pass percentage. Amarkoth dumps are more than enough to clear the exam. Nine questions seems to new but U can clear.

Dumps need to red:

Amarkoth, Ted

Thnak u Amar u will will have good carrer as u r helping all of us. If you have any firewall dumps let me know need to take few.


Today passed exam with 90 % in India

Thanks to Ted, Amrakoth and CoteDivoire

If you are planning to give the exam from prometric then Exam code - EX0-117 and from Pearson VUE - ">ITIL-F

Friends refer only below 3 Dumps, out of 40, 36 Questions came from below dumps


Best of Luck

Amra Koth

Anonymous from UAE: That's what I said. Use the dump only for practice! You've to study the material. Dumps are in order to test your knowledge and save you from spend another bunch of dollars to re-take the exam.


7oda karama from Egypt:

Check this out. Maybe it will help you:


Passed today with 75%. About 10 of the total 40 questions were new to me.


Good . Scored 3540 . about 8 new questions but all went good


Passed today with 75%. About 15 of the total 40 questions were new to me.I have done this test exam about 16 times, each with 40 random questions so it might be that I simply never encountered these new questions, but I doubt it..


Passed today with 88%. Dumps are valid. Approx 30 questions from this dump. The rest questions are easy if you have basic understanding and read the books.


Passed today with 88 %Dumps are Valid

Anonymous from UAE

GUys .just passed today .the DUMPs are not Sufficient .Wait for better once .


7oda karama

Dear Guys,

Kindly be informed that I want to know what are the diffrences between EX0-117 and EX0-101 ExamsNote that exact name of EX0-117 is ">ITIL syllabus 2011Best Regards,


I did the test today on 1103 and passed with 88%. I recommend that you study to conduct this examination.


hello,I studied this dump and 27 of the 40 questions were part of the dumps.But I did many test questions were based on responses from dump, and the answers were the questions of proof.In short, the questions were reversed.

I passed with 88%. I recommend that you study to conduct this examination.


ssed today with 90%, 25 questions this dump!. Questions about financial managmentThanks!

Luis C

Just passed today with a 85% score, form this dump just 20 questions in the exam.


">ITIL Study Material


Hi guys, I have just finished my exam in Poland. Only 20 questions out of 40 were the same as in this dump. I passed the exam with 90% score as the new questions were not very difficult when you have some basic ">ITIL knowledge (my preparation was mainly based on this dump and some internal learings).


Cleared the exam with 88%, around 75% is from the dumps and rest all new, i would sugggest to have basic knowledge of ">ITIL V3, which will help to pass


Took exam w from home. Passed w 78%. Had about 10 questions not from this dump. I suggest taking several practice exams from these dumps as well as free ones that you can find online. Good luck.


hi Passed with 80 %. in India. Dump still valid.


Passed today with 87x..dumps still valid


Passed exam today with these two below, this is valid for ">ITIL exam in Bangkok. passguide EX0-117 v2012-11-21 by Ted 155q.vce


I just cleared my ">ITIL exam yesterday with 90 % in KSAThank You


Study ">ITIL study material and understand concepts. Then use dumps.

If you re clear with concept, its easy to pass.

almost 15-20 new questions.


I passed the exam with 95% from taiwan. Almost 10~15 new question.


Got a low pass 1hr ago in Taiwan, there were about 15 Q from this dump.If you do not have ">ITIL basic concept, I suggest waiting for next exactly dump.


Passed 1 hour ago with score 97%. You need basic knowledge about ">ITIL(read at least one book about ">ITIL Foundation) and you can pass it without problem. I had 16 new questions, not from these dumps.


Passed yesterday, most of the questions from this file


Passed with a score of 78% from Bangalore.Around 25 question from this dumps.


I passed with 95% on 09-02 in the Netherlands using this dump. Warning: only 2040 questions where in this dump. But they where very similar so I could guess them.


Passed 22 Feb with 88%. about 15-20 Qs from this dump, the others are totally diferent but not complicated if you study.


just know the sylabus of itil fundation and you will pass without a problemfew question from this dump


Still Valid but be prepared. I got around 6-7 new questions, never seen before...

I've also used this book, Testing myself only with the first 40 ques of each chapter. Few of the ques on the exam came out of this book.

Ravi Srivastava

Hi all,These dumps are valid in INDIA. But please do not rely solely on this. Appeared EX0-117 at a prometric centre at Gurgaon, India and 20 questions were from this dumps. Rest 20 were from outside. Please be prepared with some other stuff as well.And yeah, btw I cleared the test. :D


Hi all,

me form india

I passed the ">ITIL Foundation EX0-117 exam today with 85%.

This test does have some new questions, maybe 10 to 15 of them, but you can get most of them right if you understand the ">ITIL basic Foundation concepts.

Be prepared with the below dumps,


15 questions are out of this dumps..


Hi,Can anyone please tell me if this or other dumps here also valid for APMG ">ITIL 2011 Foundation Certificate in IT Service Management Certification .

Thaknks in advance.

Jim Joseph

Passed with 85% from Prometric. Some questions were from here.


Pass with 77%. About half of the questions were not from this dump. Don't forget to study people.


I´ve just passed with 85% , guys pay attention about 10 new questions out from this dump. Thx


Which paper should i give Ex0-117 or ">ITILF, as here in Pakistan only Ex0-117. is it valid to give ? has anyone given this in recent days, as i am planning to give it on 26Feb..thanks, addy


bea check itil web site, itil-f has sylabus from 2011 and itilv3 from 2009 - thats my quess


Hi all,

Mat anyone expert professional to explain more details what's different between '">ITIL Foundation V3 ' ">ITIL-F' ???

BCS ">ITIL exam is it as same as '">ITIL Foundation V3 ' ">ITIL-F'??

Kanutoken of Philippines

Hi All,

Passed the ">ITIL V3 117 yesterday with 75% score.

Both reviewer are VALID

Thanks to both reviewer..


">ITIL_user from Netherlands : Yes its the same !!


Cleared today. 12- 15 new questions. Study well. all the best guys.


Is this the correct collection for the ">ITIL® Foundation Certificate in IT Service Management (">ITILv3) exam?


dumps are still valid.passed today wth least 34 questions came out of 40.


I have passed the Exam 1 hour ago with 80% score , around 60% of the Question came from this Dump , some Q came with different phrases, please focus on the questions before answering them ,


passed in brazil with a score of 100% (PEARSON VUE) super valid.


Ahmed and Mostafa : what the dump file name which have 155Q ?? plz share the link ..

Mohamed abdel-Aal

The dump is valid, I passed today with 95% score :)

Steve Smith

Shame on you "Aayush from India" for spreading lies about this test!

Steve Smith

Hi all,

I passed the ">ITIL Foundation EX0-117 exam today in the high 900's.

This test does have some new questions, maybe 10 to 12 of them, but you can get most of them right if you understand the ">ITIL basic Foundation concepts.

But most of the questions were in from the following VCE's:

I personally liked the "" because it has explanations.

If you want a concise study guide for understanding ">ITIL basic Foundation concepts that I found helpful download this one named: "">ITIL_V3_Study_Guide Release Version"


Good luck all.


Ahmed , I am going to take the exam in Monday with VUE , i am planning to finish this dump and the one u mentioned with 155Q , wish the luck for me .Any recommendation are welcome :)


This dump is valid in the Middle East. I just passed with 97%. The questions were exactly the same. Please, guys, don't trick others by saying this dump is no longer valid. If you want something for yourself, you should also want it for others. Please review the dump with 155 questions. Thanks to the provider of this dump.


This dump is exactly the same dump , i have got 40 question all are herethanks so much .I had got score 100%


I appeared yesterday and passed the exam with 98%. Almost 15 new question and was too confusing ..Prepare well before appearing in exam .. Good Luck Everyone..


Yesterday i gave the same in india. Passed but only 7-8 questions came from this dump out of 40. Most of the questions have changed.


jan i did it in English


India, Yesterday passed with score of 83%. Few new question added..


passed with a score of 70% from bangalore. new questions were too confusing.

khaled elfayoume

passed yesterday in egypt 100% valid all the questions are exactly the same as in this dump score 93% :)


michael what language did you do your exam dutch or english?


i did exam today and all the questions are exactly the same as in this dump 100% valid

Amra Koth

Just passed yesterday in Brazil with a 100% score. This dump is exactly the same dump "EXIN Testinexam EX0-117 v2012-11-23 by Anonymous 131q.vce ", EXCEPT FOR THE EXPLANATIONS.

Please vote.


Amra Koth - first among lions

Article by ArticleForge

Thomson NETg Introduces EXIN Accredited ">ITIL® Training in the U.S. for Foundation Certificate in IT Service Management

SCOTTSDALE, Ariz., Dec. 19 - To help meet the growing demand for quality Information Technology Infrastructure Library (">ITIL) training, Thomson NETg will release a five-part EXIN accredited e-learning series that will lead to the Foundation Certificate in IT Service Management. As part of this offering, Thomson NETg has entered into a strategic agreement with Plexent, an IT service management firm, to provide mentoring support by ">ITIL Certified Managers. Through this support, learners can pose questions via e-mail to certified ">ITIL mentors during or after their training. ">ITIL, a library of proven best practices for IT services, has been adopted by many organizations worldwide and is now recognized as the global standard for IT service management. ">ITIL contains a comprehensive description of the processes involved in managing IT infrastructures. "Organizations have become increasingly aware of the importance of aligning IT service delivery with their company's goals," says Clint Everton, president of Thomson NETg. "We're very excited to add this globally recognized certification program to our extensive IT learning offering." The number of ">ITIL certifications administered each year correlates with ">ITIL's adoption. According to EXIN, in 2005, it had administered approximately 170,000 ">ITIL certifications to-date worldwide. More than 150,000 of the exams administered were at the Foundations Certification level. "This powerful strategic relationship provides Thomson NETg students with access to experts who have achieved the highest ">ITIL certification standard," says Gordon Brown, president of Plexent. "Our ">ITIL experts have experience working with some of the world's most forward-thinking IT organizations." Thomson NETg's ">ITIL series is intended for professionals involved in the delivery or support of IT services and features the following courses: 82221 -- ">ITIL -- Overview of ">ITIL and IT Service Management 82222 -- ">ITIL -- Service Level, Availability, and Security Management 82223 -- ">ITIL -- Capacity, IT Financing, and Continuity Management 82224 -- ">ITIL -- Service Desk, Configuration, and ident Management 82225 -- ">ITIL -- Problem, Change, and Release Management About The Thomson Corporation and Thomson NETg The Thomson Corporation (.thomsonmArticle by ArticleForge

">ITIL Adoption: 2006 Could be Watershed Year in U.S.

">ITIL Adoption: 2006 Could be Watershed Year in U.S.October, 2005

">ITIL (the Information Technology Infrastructure Library) is the most widely accepted approach to IT service management in the world.

That is a direct quote from the home page of the Office of Government Commerce (OGC), an agency of the federal government of the United Kingdom. While ">ITIL is nearly ubiquitous in Europe and in many parts of Asia, it is just gaining traction in the U.S. However, it is likely that U.S. companies will make the OGC claim a reality within the next two years—possibly by year-end 2006.

">ITIL is a set of best practices for managing key IT service management support and delivery processes. While many IT organizations do manage most of the processes in some form, without ">ITIL these processes are usually not formalized. For example, IT managers in mainframe data centers will argue, with some justification, that the best practices defined in ">ITIL have long been a part of their everyday life. But even in these mature organizations ">ITIL may offer something that has been missing: the ability to better close the loop with other management best practices such as COBIT, CMMI, and Six Sigma

So, is ">ITIL gaining mindshare in the U.S.? The IT Services Management Forum (itSMF) 2005 USA Conference and Expo that was held in Chicago (Sep. 19-21, 2005) was a good place to find out. This was the fifth year in a row that Jupiter Media has hosted this conference and expo in the U.S., and it was clearly the most successful to date. Preliminary results indicate that there were nearly 2,000 attendees representing over 700 companies and government agencies.

The expo floor attracted over 100 vendors, including most of the major IT vendors that have an impact on IT service management in some respect, such as IBM, HP, Microsoft, Sun, Computer Associates, BMC Software, Peregrine, and EDS. Additionally, the conference attracted representatives from over 30 countries. The number of attendees increased significantly this year and, possibly even more telling, the number of vendors doubled from 2004.

Not a Household Name in the U.S.During the conference, Computer Economics spent a good deal of time interviewing attendees on the expo floor to find out the state of ">ITIL adoption in their organizations. Although attendees at this conference would be expected to be among those furthest along in ">ITIL implementation, it became clear that the majority of organizations represented at the conference had not even begun to implement ">ITIL—they were there merely to gain a clearer understanding of what ">ITIL had to offer.  This is one indication that ">ITIL is only just beginning to obtain a foothold in the U.S.

To gain an additional understanding of where U.S. companies stand on ">ITIL, Computer Economics recently ran an informal survey on our website regarding the adoption of ">ITIL. We asked the IT professionals the following question: “Has your IT organization adopted ">ITIL best practices in at least one discipline?” Figure 1 illustrates the results of that survey.

According to the survey, only 6% of the respondents indicated that their organization has adopted ">ITIL best practices to help manage at least one IT service discipline. Eleven percent of the companies polled indicated they are currently in the implementation process. Another 17% are researching the benefits of ">ITIL, while 11% indicated they have no plans as yet. However, over 50% of respondents indicated that they had not even heard of ">ITIL. Clearly, advocates of ">ITIL still have much work to do in delivering their message to IT management in the U.S.

Broad Acceptance WorldwideAs mentioned earlier, ">ITIL is well-entrenched in Europe and has been for many years. Additionally, many Asian countries are adopting ">ITIL best practices, with India and Japan leading the charge. In fact, according to EXIN International, ">ITIL’s leading international certification organization, ">ITIL growth in Asia this year has increased by 300% over 2004. EXIN, which is a non-profit organization based in the Netherlands, has been providing IT-related certifications for approximately 40 years in areas such as ">ITIL, MOF, CMMI, ASL, DSDM, and ISPL.

">ITIL certifications are divided into three levels of complexity as follows:

  • Foundations Certification: indicates the certified individual has an understanding of the basic terms, concepts, and relationships between ">ITIL processes. 
  • Practitioner Certification: indicates the certified individual has proven abilities in the specialized and practical aspects of one or more of the ">ITIL processes.
  • IT Service Manager Certification: indicates the certified individual has demonstrated his or her ability to implement and manage IT services across all of the ">ITIL processes.
  • Tracking the number of ">ITIL certifications from year to year is a good way to measure the adoption of ">ITIL. To date, EXIN states they have administered approximately 170,000 ITIL certifications on a worldwide basis. The vast majority of these individuals have taken the Foundations Certification, with over 150,000 exams administered by EXIN at that level. The Practitioner Certification exam has been given to approximately 6,000 individuals, while the IT Service Manager Certification has been taken by approximately 12,500 IT professionals.

    U.S. Interest GrowingDespite the fact that many IT organizations in the U.S. are still unclear what ">ITIL is and what it can offer, the trend in certification exams indicates that this situation is changing. While the majority of the 170,000 exams that EXIN has administered in the past were taken by individuals in European-based corporations, the 2005 numbers indicate a major shift.

    Figure 2 illustrates how quickly the ramp-up is occurring in the U.S. As the data indicate, the number of new ">ITIL exams administered in the U.S. has increased from less than 50 per month in January to over 1,300 per month in August. EXIN USA, the U.S. division of EXIN International, forecasts that this number will increase even more dramatically in 2006.

    Vendors Jump on the BandwagonAnother indicator of increased adoption of ">ITIL is the number of vendors that are showing an interest in it. Clearly, the increase in vendors exhibiting at the Chicago conference this year indicates that many major vendors expect ">ITIL to be widely accepted in the U.S. Products and services that have long been a mainstay in IT shops are now being marketed as ">ITIL-based or ">ITIL-compliant.

    One vendor that has a strong story to tell regarding its ">ITIL track record is EDS. The technology services giant has been watching ">ITIL developments closely for quite some time, in part driven by its large contingent of international clients that demand ">ITIL best practices in their organization. During the Chicago conference, Computer Economics interviewed several EDS personnel, including Bernie Mamon, whose title is Vice President Certified ICT Infrastructure Manager and ">ITIL Foundation. His title alone provides some insight into the interest that EDS has in ">ITIL. According to Mamon, EDS has been working on ">ITIL since 1999 and has implemented ">ITIL best practices across all of its major data centers.

    EDS is not alone in its interest in ">ITIL. All of the major outsourcers and providers of managed services are moving in this direction as well. Additionally, there is an entire cottage industry of small, medium, and large IT consulting organizations that are providing a variety of services including ">ITIL training, assessments, implementation and a long list of tools to help ensure that ">ITIL processes are effectively measured and managed.

    Let the Buyer BewareObserving the vendor exhibits at the Chicago conference, it is clear that many of them are simply re-labeling their existing products and services as “based on ">ITIL best practices.” It would probably be more accurate for these vendors to state that their products and services are “">ITIL compatible.” But that wouldn’t carry as much marketing impact.

    For example, HP is clearly touting that OpenView is “based on” ">ITIL best practices. While the service modules that comprise OpenView do a good job of complementing the IT service and support processes defined in ">ITIL, it may be too much to state that HP OpenView, which has been around for nearly 20 years, is based on a methodology that is just now gaining acceptance in the U.S. On a special note, HP’s announcement that it is acquiring Peregrine indicates that it is serious in its strategy to provide an end- to-end solution for IT service management that will support ">ITIL.

    While HP’s statement regarding OpenView may be a bit strong, HP can at least make a good case that it is “">ITIL-compatible.” On the other hand, many vendors may be less able to support a position that their products and services are closely integrated with ">ITIL. Computer Economics recommends that buyers be wary of vendor claims of “">ITIL compliance.” The fact is that most vendors are really just getting started in the ">ITIL world, and while their products do help support IT service management, they may not integrate well into an ">ITIL support and delivery model.

    Prior to selecting products to support an ">ITIL initiative, it would be wise to send several team members through an accredited ">ITIL training program. Additionally, it may also be advisable to seek the advice of a consulting organizations with a proven track record in ">ITIL training or implementation. Be sure to look for organizations that have “">ITIL masters” on board. This is a common designation for those individuals that have achieved ">ITIL Service Manager Certification.

    October, 2005

  • Article by ArticleForge

    How can I get ">ITIL&Reg; Certification?

    ">ITIL® certification is available through two different administrators: ISEB and EXIN. Both offer certifications in all levels of ">ITIL®, along with preparation courses which ensure that test-takers will be ready to take the tests used for certification. Obtaining ">ITIL® certification can be important for people who intend to work in information technology in the United Kingdom, and it can be useful for people working in other areas of the world as well.

    The Information Technology Infrastructure Library or IT Library (">ITIL®) is a set of standards and practices adopted to help people manage information technology effectively. It concerns underlying infrastructure and development along with daily operations, and is overseen by the Office of Government and Commerce (OGC) in the United Kingdom. People who receive ">ITIL® certification have demonstrated competency in the field of information technology, and this can help them obtain employment, especially if they want to work for the British government.

    The first level of ">ITIL® certification, Foundation, is concerned with basic knowledge of concepts in information technology. With this certification in hand, people can test in three different areas to obtain a Practitioner certificate. These areas are: agree and define; support and restore; and release and control. People can test in one or all three of these areas, and they must have knowledge of all three to take the Manager or Master exam, the highest level of ">ITIL® certification available.

    People who want to obtain ">ITIL® certification can apply to take an exam with ISEB or EXIN. They can also register for preparation courses offered in advance of the exam to familiarize people with the contents and help them study. Additional study materials are also available for people who want to get ready for the ">ITIL® exams, including publications from the OGC which spell out the various practices recommended under ">ITIL&reg. Test guides are available through many bookstores, especially those which sell technical books.

    ">ITIL® training is offered in intensive workshops all over the world. Students at these workshops study a range of topics which can come up on the ">ITIL® exams, and learn test-taking strategies and other skills which can help them to succeed. Some employers will help finance ">ITIL® training for their IT employees, in the interest of developing a more competent, skilled staff with demonstrated proficiency in areas of concern and interest. People may also be able to receive financial assistance through community organizations which promote job training.

    Article by ArticleForge

    EXIN Agile Scrum Master certification

    Many people are familiar with EXIN for its ">ITIL certification program but recently they have been broadening their services and offerings which now include their first Agile certification.

    The Exam

    The Agile Scrum Master certification is similar in format to the ">ITIL Foundation certification.  It requires that the participant complete a training course from a registered EXIN training provider and successfully complete a 90 minute, multiple choice exam of 40 questions.  Unlike the PMI certifications, the EXIN certifcations specify the required passrate (65% or 26 questions out of the 40) and the certifications do not expire (unless a new version of the certification becomes available).

    Exam Benefits

    The EXIN ASM has several features that I think will make it very compelling for people interested in formalizing their Agile knowledge.  The lightweight format of a short but focused training session (SimpliLearn has a two day course available online) combined with a modestly challenging exam is a good fit for most professionals interesed in furthering their educational credentials.  The fact that the course does not require a lengthy application process similar to the PMI-ACP will also be of value particularly for those that might not have all of the experience requirements needed for the PMI-ACP. 

    Businesses should find the ASM certification of value as it marks the first offering that extends Agile into IT Operations or DevOps.  Exin's reputation as an ">ITIL certification organization gives it a lot of credibility with respect to tying Agile practices into effective IT Operations processes,

    However, one of the more innovative components of the EXIN offering is the ability to take the exam at home.  I'll post another article on that experience shortly.

    Exam Experience

    As mentioned, the exam consists of 40 questions and is 90 minutes in duration.  The questions themselves are relatively short so reading the questions and selecting an answer is easily accomplishable in the 90 minutes allocated.  

    The questions typically have four answers although there were a few questions that only had three answers which was a little distracting but at least increased the odds that you would select the right anwer!  Most of the questions were situational and seemed to emphasize agile adoption within an organization. 

    Many of the questions had an "">ITIL" feel about them and it was challenging at times to identify the correct answer (I say this as an Agile practioner with 15 years of Agile experience and more than 8 years teaching and implementing ">ITIL processes).  One example that I still remember was a question that asked "As a new company using Scrum how would the time demands on the Product Owner be different in six months from the start of the project"?  Answers included Time demand would increase, decrease or stay the same.  I'm still struggling a bit over the best answer to this question, in theory the demands should be consistent through the project lifecycle but a new project would clearly place higher demands on the product owner as the backlog is established and the initial user stories are prioritized and refined.  However, I think these are good questions that really test your knowlege of Agile versus your ability to memorize a specific detail like the Scrum roles.

    The exam questions did expect knowlege of Scrum details like answering questions on how a User Story is structured, as well as familiarity with the new SAFe framework which I thought was a welcome addition.  There were a few terms that I had not heard of before like "Waterfallacy", "Waterfall-at-end", "Waterfall-in-tandem" and "Waterfall-in-front".  There are some rough edges on a few of the questions, some grammar mistakes and wording problems but nothing substantial that would make answering the questions difficult.

    After completing the exam you are told whether you passed or failed and the number of correct answers you received (although this is a conditional pass until your exam is validated).  I passed with a 68% which was too close for comfort for an exam with a 65% pass rate.  I was a little surprised as I teach Agile and ">ITIL certiifications, present at conferences and have extensive experience in both domains.  I presume EXIN will continue to refine the exam questions as more people that the exam.

    After your exam is reviewed you receive an email link that takes you to the EXIN portal where you also receive a "coaching report" that provides your scores in certain topic areas:

  • Agile Way of Thinking
  • Scrum Master Role
  • Agile Estimate Plan Monitor Control
  • Complex Projects
  • Adopting Agile
  • Exam Assessment

    Overall, I would say that EXIN's entrace into the Agile certification space is welcome and will add alot of value for organizations and to the individuals that will take its training.

    There's some work ahead to ensure that the questions are more calibrated (if I have a hard time passing I'm sure others would feel similarly challenged).  However, the situational and applied agile questions are an excellent direction and really demonstrate knowledge of the subject area. 

    I'll post some of my experiences on the EXIN Exam at home experience next.

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