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WHAT IS ITIL®?
The IT Infrastructure Library™ is a collection of industry best practices for delivering customer centric IT services at a justifiable cost. Originally developed by the British Government in the 1980’s, ITIL® has become the global standard for IT Service Management.
ITIL Version 3
The IT Infrastructure Library™ (ITIL®) has undergone a full refresh from the current Version 2, with the new release of Version 3, scheduled for May 30, 2007. As an American leader in IT Service Management Training, ITSM Academy is proud to be on the forefront of ITIL® Version 3 training.
EVERY IT ORGANIZATION FACES COMMON CHALLENGES:
• Rising IT Production and Support Costs
• Rapidly Changing Technology • Corporate Dependence on Technology • IT Infrastructure Complexity • Longer Hours of Operation, Corporate Globalization • The Business Impact of Downtime The IT Infrastructure Library™ defines a holistic process framework for proactively managing these challenges. Each of the ITIL processes plays a critical role in providing a stable IT production environment that is aligned with the needs of the business.
The most visible ITIL® improvement story is probably Procter and Gamble’s. They have shared that adopting ITIL® best practices has been the key to hundreds of millions of dollars in savings, and each year that number continues to grow. Also, “on the record”:
• Caterpillar - Reduced IT Spending by 20%
- Rate of reaching the target response time for Incident Management on web related services jumped from 60% to more than 90% • Proctor & Gamble - Reduced IT Expenses by 22% - The latest ITIL® initiative which focuses on Problem Management has resulted in a 10% reduction in help desk calls • CapitalOne - Saved $40M/year in IT Costs And from the South Florida IT Service Management Forum (itSMF USA) meetings: • AutoNation - Reduced IT Spending by 22% • Florida Power & Light - Change Success Rate went up from 89% to 97% ITIL® HAS ALREADY DEMONSTRATED TANGIBLE BENEFITS
For the past 13 years, ITIL® best practices have been widely adopted throughout Europe and Canada.
Case studies abroad have observed significant gains in the delivery and support of IT services:
• Proactive vs. Reactive IT Service Management • Clear, Repeatable and Measurable Processes • Lower IT Costs from Infrastructure Optimization and Forecasting • Improved IT Infrastructure Reliability and Availability • Service Level Requirements Driven by Business Needs • Managed Change that is Well-Planned and Coordinated • Root Cause Analysis for Faster Problem Resolution • Better Communication Between Customers and IT • Contingency Planning and Risk Analysis ITIL® IS RAPIDLY EMERGING IN THE UNITED STATES
Fueled by shrinking IT budgets, outsourcing trends and Sarbanes-Oxley, etc., a growing number of US organizations and government agencies have begun the ITIL® adoption process. These include Proctor & Gamble, State Farm Insurance, Caterpillar, US Navy and the IRS. ITIL® is also supported by industry leaders such as Microsoft, Hewlett Packard and Computer Associates. Vendor independence and scalability make ITIL® adaptable to organizations of any size, industry or computing environment.
LEARN MORE ABOUT ITIL®
 Education is the first step to understanding the full value of ITIL® best practices. ITSM Academy is an accredited provider of end-to-end IT Service Management training solutions.After assessing the learning styles, needs and timeline requirements of our learners, we craft a sustainable learning path, with both public and corporate training tracks. Tracks include cClass (classroom), eClass (eLearning) and our unique vClass (virtual classroom – a blended training experience combining the flexibility and economy of eLearning with the participation and interaction of a traditional classroom). • ITIL® Awareness
• ITIL® Foundation (Certification: EXIN ) • ITIL® Practitioner (Certification: EXIN) • ITIL® Service Manager (Certification: EXIN ) • IT Service Management Workshops • Microsoft Operations Framework • Custom and Onsite Courses  1 EXIN, the global IT examination provider, is an independent organization which establishes educational requirements, develops and organizes examinations in the field of Information Technology.
2 Information Systems Examinations Board (ISEB) was formed in 1990 to administer examinations and award certificates and diplomas in various subjects, including IT Service Management. |