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25.V2 Foundation certified. What are my options?
26.Which ITIL book should I buy first ?
27.Understanding ISO 20000
28.Can you please explain in details the difference between Incident management and Problem management?
29.When will the ITIL v2 Foundation exam be no longer available?
30.I have heard the ITIL v2 Managers Exams will be stopped - when?
25. V2 Foundation certified. What are my options?
Holders of the current ITIL Foundation certification under ITIL v2 have a number of options available in order to qualify for the Diploma in Service Management. The option selected is dependant on the timing and availability of courses and exams and the requirements of the individual.
- ITIL v2 to v3 Foundation course update
- ITIL Managers v2 Service Support
- ITIL Managers v2 Service Delivery
- ITIL Managers v2 to Managers v3 Bridging course
- ITIL v2 to v3 Foundation course update
Any combination of ITIL v3 Service Lifecycle and ITIL v3 Service Capability programs with a combined total of 15 credits Managing through the Lifecycle ITIL version 3 - purchase direct from the publisher and $AVE.
ITIL v3 MANUALS
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26. Which ITIL book should I buy first ?
The new version of ITIL (version 3) is release on May 30th 2007.
The new set is comprised of 5 core volumes, with additional material to follow. The books in the CORE are:
- Service Strategy (SS)
- Service Design (SD)
- Service Transition (ST)
- Service Operation (SO)
- Continual Service Improvement (CSI)
There is a logical flow to the books which are now arranged in a LIFECYCLE. So on the question of where to start the answer is like so many answers to questions in this field; "it all depends". The more mature organization that has very well defined processes, according to version 2 and has passed the ISO 20000 audit may elect just to purchase the CSI volume. However, the "process green field" organization will find value in all 5 volumes.
To see a short summary of each of the five volumes CLICK HERE
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27. Understanding ISO 20000
The ITIL framework has been in existence since the mid 1980’s. It has acted as the defacto standard for IT Service Management for many years. A central message for the ITIL framework is to 'adopt the framework and then adapt to it'.
However, there is now an international standard that defines requirements that have to be met in order for an implementation of Service Management to be considered complete.
Organizations often have difficulty in ways to approach Service Management in a structured and consistent manner. So the ISO/IEC 20000 standard (December 2005), to provide this level of consistency on an international basis.The ISO/IEC 20000 standard requires organizations to demonstrate evidence of a minimum set of requirements across IT service Management disciplines. There are 217 requirements that an IT service organisation needs to comply with - to be able to demonstrate that it is providing a good quality service to its customers. The standard itself was actually based upon a British Standard, the BS 15000 Standard originally.
The scope of ISO/IEC20000:2005 is much broader than that defined in the ITIL framework – the standard outline can be summarized by Figure-1 below.
ISO/IEC 20000 provides capability measurement on an ongoing basis to demonstrate that the service provider is continually delivering a quality service to its customers and it is managing the end-to-end view. The standard also takes into account the requirement to interface with suppliers and establish an integrated approach across service management, so that there are no ‘silo operations’.
ISO/IEC 2000 is designed to help the service provider deliver quality services which are fit for purpose and fit for use.
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28. Can you please explain in details the difference between Incident management and Problem management?
This is an easy one !! There are so many examples in real life that I can use, so let’s pick one, just to get the concept across.
Imagine you are driving a car.. After driving for 20 minutes the car suddenly stops. Right in the middle of the road. After about 2 minutes seconds you discover that you are able to restart the car and keep driving.
But then after another 20 minutes the car stops again !!! 2 minutes later it starts and you can keep going !!
These are incidents.. SOMETHING IS WRONG WITH THE CAR AS IT KEEPS STOPPING.
BUT – you have a workaround… you wait 2 minutes and you can keep going.
Now of course no one would simply accept that you get to drive for 20 minutes, then stop for 2 minutes and keep going.. BUT IMAGINE if you did !!! Wouldn’t that make life unbearable and dangerous and really annoying !!! Of course it would.
So to avoid all that you take your car to the mechanic and you tell him the SYMPTOMS of what is wrong.
He then thinks carefully and looks at the engine and all those parts… what he is doing is PROBLEM MANAGEMENT – he is looking for the CAUSE of the PROBLEM.
Suddenly he finds a bare wire touching a hot part of the engine and he says.. "I found it.. I have found the ROOT CAUSE”. When this wire makes contact with the engine the car will STOP !!!". "Bravo" is what you say!!.
So he replaces the wire (FIXES THE ERROR) and charges you a lot of money and off you go.. and after 20 minutes your car keeps going !!!!
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29. When will the ITIL v2 Foundation exam be no longer available?
The OGC announced in October 2009 that the ITIL v2 Foundation exam will be withdrawn on 30 June 2010.
The statement did include a condition that "resits" for those that had failed the exam up to that date will have 12 calendar months in which they can take the exam again.
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30. I have heard the ITIL v2 Managers Exams will be stopped - when?
The OGC issued a statement regarding the withdrawal of all ITIL v2 Exams in late October 2009.
As far as the ITIL v2 Managers exams are concerned they will no longer be available after 31 August 2010. The statement may come as a disappointing shock to many, but the notice period is in excess of the 6 months.
For anyone that has taken, but not passed the exam by that date, v2 Managers exam resits will be available until 30 June 2001 (note: only for those that have sat their exams by the 2010 date).
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