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IT Management Development Center (IT-MDC)

Sesi 1 - ITIL
(Information Technology Infrastructure Library)
Qualification

Hotel Novotel Bandung,

10-12 November 2010
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Course Agenda

A. Sekilas tentang ITIL®

B. Key Reasons for ITIL Adoption
C. ITIL Reported Benefit
D. Core Book Titles ITIL V3
E. The ITIL Qualification Scheme
F. Foundation Level
G. Intermediate Level
H. ITIL Expert
I. ITIL Master
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Sekilas tentang ITIL®

• ITIL® is the international de facto management framework
describing “good practices” for IT Service Management.

• The ITIL® framework evolved to document how successful

organizations approached service management. By the
early 1990s they had produced a large collection of books
documenting the “best practices” for IT Service
Management.

• This library was eventually entitled the IT Infrastructure

Library. The Office of Government Commerce (OGC) in the
UK continues to operate as the trademark owner of ITIL®.

• ITIL has now been updated twice, the first time in 2000-
2002 (V2), and the second time in 2007 (V3).

• ITIL is supported by the IT Service Management Forum

(itSMF), an internationally recognized not-for-profit
organization dedicated to support the development of IT
service management, e.g. through publications in the ITSM
Library series.
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Key Reasons for ITIL Adoption

Business/IT Our primary driver for

Alignment implementing ITIL is:
5%
Compliance
15% • 53% - to improve
Cost Reduction quality of service
Outsourcing 45% without adding cost;
10%
• 21% - to improve
IT's agility to respond
25%
to new organization
Process
requirements
Improvement
• 15% - to meet the
Source: Gartner 2004 Survey growing demands of
Compliance
Source: Gartner 2006 Survey
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ITIL Reported Benefits

• Enhanced/Increased Service Levels
• Align IT goals with those of Units supported
– As an IT department, your never too small to add value, just
make sure you know what value means to your Customer(s)
• Make “Excellence in Service” a part of culture
• Improved quality and reliability of IT services offered
– But don’t build a Ferrari to do the job of a Chevy.
• Optimize resource utilization
• Enforces collaboration across silos
– Even small companies can divide themselves into silos based
on functions, with the appropriate processes and overarching
services, those silos can achieve efficient collaboration and
role sharing.
• Move from traditional supply-demand model to customer
oriented processes and service value creation
– The tendency for small companies to force their IT shops into
reactionary models can be overcome if Services are defined
and partnerships established to deliver the service
consistently over time.
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Core Book Titles ITIL V3

• Service Strategies
• Service Design
• Service Transition
• Service Operations
• Continual Service Improvement
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ITIL Qualification Scheme

• The ITIL Qualification Scheme uses a
system that enables an individual to
gain credits for each exam they take.

• Once candidates have accumulated a

sufficient number of credits they can
be awarded the ITIL Expert in IT
Service Management.

• There are four levels within the

scheme:
– Foundation Level
– Intermediate Level
– ITIL Expert
– ITIL Master
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ITIL Qualification Scheme

OSA = Operational Support & Analysis

PPO = Planning, Protection & Optimization 
RCV = Release, Control & Validation
SOA = Service Offerings & Agreements 

SS = Service Strategy
SD = Service Design
ST = Service Transition
SO = Service Operation
CSI = Continual Service Improvement
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ITIL® Version 3
Qualification Scheme
Diagram
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ITIL Foundation Level

 Targeted at:
 Individuals who require a basic understanding of the ITIL
framework and how it may be used to enhance the quality of
IT service management within an organization.
 IT professionals who are working within an organization that
practices ITIL and who need to be informed about - and
contribute to - service improvement.

 The purpose of the ITIL Foundation Certificate in IT Service

Management is to certify that the candidate has gained knowledge
of the ITIL terminology, structure and basic concepts and has
comprehended the core principles of ITIL practices for service
management.

 Foundation level candidates will have to gain knowledge and

understanding of the following topics:
 Service management as a practice (Comprehension) - Define
service and comprehend and explain the concept of service
management as a practice.
 Service lifecycle (Comprehension) - Understand the service
lifecycle and explain the objectives and business value for each
phase in the lifecycle.
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ITIL Foundation Level

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Format of the ITIL

Foundation Exam
• The Foundation examination tests candidates
in their ability to understand the basic
concepts, describe them and demonstrate
basic comprehension of the ITIL practices.

• The Foundation examination consists of 40

multiple choice questions, where only one
option can be correct and will be awarded a
mark. 

• The pass mark for this examination is 65%

(26/40) and the exam duration is 60 minutes

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Intermediate Level
There are two streams in the Intermediate level. Both streams assess an individual’s
ability to analyze and apply the concepts of ITIL.

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ITIL Expert Level

• The ITIL Expert level of certification is aimed
at those individuals who are interested in
demonstrating a superior level of
knowledge of ITIL Version 3 (V3) in its
entirety.

• There are some key requirements all

candidates must meet, which are:
– All candidates must hold the V3 Foundation
certificate or V2-V3 Bridge equivalent
– A total of 22 credits minimum must be
achieved from ITIL V3 Intermediate Level or
earlier ITIL certifications
– The Managing Across the Lifecycle
module must be taken and passed once 17
credits have been earned, and Candidates
should achieve a balanced knowledge base
across the full ITIL V3 Service Lifecycle.
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ITIL Master Level

• This level of the qualification
will assess an individual’s
ability to apply and analyze
the ITIL concepts in new areas.

• This higher level qualification is

currently under development.

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IT-MDC
IT Management Consulting and Training Partner
[email protected]

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