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Building an ITIL-based Service Management Department

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Building an ITIL-based Service Management Department
Author: Malcom Fry Publisher: TSO (The Stationery Office) ITIL concentrates on describing IT Service Management processes, functions and roles but does not describe how to build a Department to run and manage those processes, leaving the question "How can I structure my organisation to…
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325 words, last edited in the morning of 31th Jan 2011
This article is from ITIL Book Store - ITIL v3 Books and has been viewed 12978 times.
Tags: Building an ITIL-based Service Management Department,PDF download

ITIL v3 Refinements - Update on progress

ITIL General
ITIL v3 Refinements - Update on progress
The owners of ITIL, Office of Government Commerce (OGC) in the UK have stated that a public review of the updated ITIL V3 core publications has been very positive.   Currently a second public quality assurance review is being undertaken, after which the authors will refine…
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84 words, last edited in the afternoon of 25th Jan 2011
This article is from ITIL News - Previously and has been viewed 9715 times.
Tags: ITIL v3,core publications

ITIL adopted at Disney - Case Study

ITIL General
ITIL adopted at Disney
Perhaps the most renowned customer service and experience in the world, appealing to folk of any ages, Disney has adopted ITIL to add further value to the services it offers.   As you will read from the attached ITIL Case Study, Disney is not a small…
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150 words, last edited in the morning of 24th Jan 2011
This article is from Case Studies - Case Studies 1 and has been viewed 31529 times.
Tags: ITIL,Disney,customer service,ITIL Case Study

Latest accredited ITIL Examination Institute

ITIL General
January 2011: Cert-IT GmbH, based in Germany, becomes the latest organization to become an ITIL Examination Institute under the ITIL Qualification Scheme, accredited by APM Group on behalf of the Office of Government Commerce (OGC) the owners of ITIL.    
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45 words, last edited in the afternoon of 22th Jan 2011
This article is from ITIL V2 / V3 Qualifications - Articles and has been viewed 9392 times.
Tags: ITIL Examination Institute,ITIL Qualification Scheme,OGC

ITIL Examination Institutes

ITIL General
Updated January 2011.   Examination Institutes (EIs) offer professional ITIL qualifications. Accredited by the APM Group through the ITIL Qualifications Board, EIs operate ITIL examination schemes via a network of Accredited Training Organizations (ATOs) and Accredited Trainers with Accredited materials.   The…
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287 words, last edited in the morning of 22th Jan 2011
This article is from ITIL V2 / V3 Qualifications - Articles and has been viewed 22559 times.
Tags: ITIL Examination Institutes, Examination Institutes, EIs, ITIL qualifications, APM Group, ITIL qualifications Board, ITIL examination, Accredited Training Organizations, ATOs, Accredited Trainers

ITIL v3 Complementary Certification – Service Catalogue APMG

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The Service Catalogue qualification is provided by APMG-International. The qualification covers how a Service Catalogue could benefit the business, and specifically looks at ways to control demand, publish and track service pricing and cost and automate service request management and fulfilment. It is aimed at individuals who are…
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157 words, last edited in the evening of 19th Jan 2011
This article is from ITIL V2 / V3 Qualifications - ITIL Complementary Qualifications and has been viewed 16013 times.
Tags: ITIL v3,Complementary Certificatio,Service Catalogue,APMG

ITIL v3 Complementary Certification - ISO/IEC 20000 Exin and TUV

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EXIN and TÃœV SÃœD Akademie are jointly developing a qualification program for IT professionals, which are based on job roles and competencies.   Click here forfurther information regarding the Exin ISO/IEC 20000 qualifications.   Holders of the Exin ISO/IEC 20000 qualification(s) are awarded 1…
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147 words, last edited in the evening of 19th Jan 2011
This article is from ITIL V2 / V3 Qualifications - ITIL Complementary Qualifications and has been viewed 9641 times.
Tags: ITIL v3,Complementary Certification,ISO/IEC 20000,Exin and TUV

ITIL v3 Complementary Certification - ICT Infrastructure Management (ICTIM)

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ITIL Practitioner
ITIL Foundation
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The ICT Infrastructure Management qualification provided the next step on from the ITIL v2 Foundation examination, although it was not mandatory for candidates to hold the Foundation certificate. The course syllabus based upon the OGC book, Best Practice for ICT Infrastructure Management. The course delivery was assignment based,…
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284 words, last edited in the afternoon of 19th Jan 2011
This article is from ITIL V2 / V3 Qualifications - ITIL Complementary Qualifications and has been viewed 15159 times.
Tags: ITIL v3,Complementary Certification,ICT Infrastructure Management,ICTIM

ITIL v3 Complementary Certification - Certified Process Design Engineer (CPDE)

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In April 2010 the Loyalist Certification Services (LCS) based in Ontario in Canada launched a new qualification, the Certified Process Design Engineer (CPDE), which has been endorsed as complementary to the ITIL v3 Qualification Scheme.   The course is designed to compliment various process frameworks, standards…
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456 words, last edited in the afternoon of 19th Jan 2011
This article is from ITIL V2 / V3 Qualifications - ITIL Complementary Qualifications and has been viewed 12572 times.
Tags: ITIL v3,Complementary Certification,Certified Process Design Engineer,CPDE,Loyalist Certification Services,ITIL v3 Qualification Scheme

ITSM Projects: A Tragedy in Five Acts (And How To Avoid This Tragedy In Your Organization)

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ITIL Foundation
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ITIL Manager
How To Avoid This Tragedy In Your Organization: ITSM Project Failure in Five Acts
Eighty percent of IT Service Management and ITIL programs and projects have failed to meet their objectives and are deemed a failure by the sponsor. Despite the high-profile success of ITSM and ITIL projects in organizations like Proctor & Gamble and BMO Financial, most ITSM projects will fail. This is…
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2030 words, last edited in the morning of 13th Jan 2011
This article is from ITIL News - Previously and has been viewed 15745 times.
Tags: ITSM Projects,A Tragedy,How To Avoid,Your Organization
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