February 14, 2012

ITIL,itil foundation version 3 certification

ITIL,itil foundation version 3 certification

Any service oriented company can practice ITIL, to manage Infrastructure, Development and Operations. within this category youl find a lot of indian companies are practicing ITIL.

The Lifecycle modules limit itself to the lifecycle stages and their dependencies - and will make sense for someone on the way to EXPERT certification. The Capability stream on the other hand is targeted at Practitioners and goes more into detail of the processes and their implementation. The Capability exams would hold more value owing to the depth, breadth and coverage of the subject area but I would expect the Capability exams to be tougher. For someone working in SW Development, the RCV (Release Control and Validation) capability module would probably hold most value followed by PPO (Planning, Protection and Optimization).
http://ithelpline.com/files/docs/ITILQualS.pdf

ITIL Process Based Approach

http://www.securityfocus.com/

Dfiierence between ITIL ver2 & ver3
in ITIL terminology 'Service Desk' is the face of the service provided to the 'user'. it also cooordinates with all teams/parties, maintains records, communicates information to related parties (status updates to user, or periodic Report to managers etc).
The Call Center function (although there are different types of them, like inbound/outbound, the category of transaction like credit card, banking, telecom etc that enables the call center to 'do further processing of the transactions'.
i.e the call center is typically an entity to respond to 'users' as a call (via phone, web or chat or whatever); while the service desk does more than this as said above
you may want to read the topic http://www.itsmwatch.com/news/article.php/3635986

What is different about V3 is that the former Service Support (SS) and Service Delivery (SD) processes will be integrated into a service life-cycle. The content of V3 in this regard will better reflect how service management is applied in every day practice and so your implementation of them is likely to become easier.
Incident Management - Service Requests:
In V2, service requests were included as part of the incident management life cycle. In V3 they are not. Service request will now be a function included as part of 'request management' on its own that ties to the change management process. The need to log service requests through a single point of contact as you would today in V2 is still there, however, you may choose to manage them in a different way, perhaps as a part of an enhanced change model that deals with service requests as standard changes.

New topics within version 3 include: Strategy Generation, Service
Design Aspects, Request Fulfillment, Supplier Management, Outsourcing
Models, Service Knowledge Management System and Application Design.

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