ITIL V3® Qualification Scheme ( website )

The ITIL Qualification Scheme uses a system that enables an individual to gain credits for each exam they take. For a full, definitive explanation of the Version 3 qualification scheme and credit system, visit this web site.

Intro to IT Service Management, Part 1 (pdf, 2.1mb)
Increasingly, enterprise IT organizations are managing IT as a set of defined, customer-facing services. This concept of IT service management allows IT organizations to better package what they do for their customers and to more closely align their capabilities with business requirements. The worldwide de facto standard IT service management framework is the UK-government developed IT Infrastructure Library (ITIL®). ITIL® provides guidance on the most fundamental IT operations processes and is used by leading companies around the world for risk reduction, quality improvement, legislative compliance, and cost control. This presentation introduces IT service management and ITIL® with emphasis on the fundamental concepts and principles.

Intro to IT Service Management, Part 2 (pdf, 1.1mb)
Interest in IT service management and ITIL® is growing rapidly among enterprise IT organizations and the focus is now turning to effective implementation strategies and approaches. Improvements in operations processes are often desired, but rarely easy to realize. Getting results from ITIL® requires careful planning and execution in a number of dimensions. This session will explore IT service management implementation and highlight the most important considerations in ITIL® adoption.

Introduction to ITIL® (pdf, 1mb)
This Pultorak & Associates presentation summarizes the IT Infrastructure Library including definition, structure and content, evolution, certification options, and ITIL® resources.

An Introduction to IT Service Management, ITIL®, and MOF (pdf, 247kb)
This article by David Pultorak from Data Center Management Magazine introduces readers to IT service management and it's two most popular frameworks, the IT Infrastructure Library (ITIL®) and Microsoft Operations Framework (MOF).

ITIL® V3 Update (external site)
Everything you wanted to know about V3 and how it affects you. This is the first in a series of communications being prepared by the Chief Architect of ITIL®, the Refresh Project team and the authors themselves. It gives first hand information on what you can expect in V3, how it will affect and benefit you, as well as how you can make the transition to V3.

OFFICIAL ORGANIZATION AND RESOURCES

ITIL® Online (website)
This is the official ITIL® web site and provides official ITIL® news, information, and resources.

ITIL® V3 Glossary (pdf)
Download the official ITIL® version 3 glossary to get a comprehensive list of key terms and their definitions.

Office of Government Commerce (OGC) (website)
Formerly the Central Computer and Telecommunications Agency (CCTA), this office of the British Government is the original developer of ITIL®. They are focused on procurement and maintain a site focused on IT-related topics including IT project and supplier management.

British Standards Institution (BSI) (website)
BSI is a group of organizations which support business improvement through best practice and international standards.  They have joined forces with the itSMF and OGC to, to produce a Code of Practice on IT Service Management.

The Stationery Office (TSO) (website)
TSO is the UK's leading provider of information management services.  Among their library of publications is the core set of ITIL® books, all of which can be purchased through their online bookstore.

ONLINE ARTICLES

"ITIL® Version 3: Perfecting Processes to Solve Problems"
This SearchCIO article gives the rationale behind the development of ITIL® V3.

 "Procter & Gamble touts IT services model, saves $500 million" (website)
This Computerworld article presents Procter & Gamble's experiences in adopting ITIL® practices, including their bottom line results.

"Efficiency Tool Kit" (website)
This article from Network World Fusion highlights real world ITIL® success stories from Caterpillar and Procter & Gamble.

"Introducing ITIL® standards for service to your clients" (website)
This TechRepublic article is aimed at consultants and advocates introducing ITIL® to clients as a means of improving efficiency and quality.

"Getting a head start on ITIL®" (website)
This InfoWorld article is aimed at why IT needs to manage itself and how.

TRAINING AND CERTIFICATION

ITIL® Training (pdf, 7kb)
This document presents the range of ITIL® training options including associated certifications.

European Examination Institute for Information Science (EXIN) (website)
EXIN establishes educational requirements and develops and organizes IT examinations. EXIN is one of two organizations (ISEB is the other) that develops official ITIL® certification standards and exams.

Information Systems Examination Board (ISEB) (website)
Part of the British Computer Society, ISEB provides qualifications that measure competence and performance in IT. ISEB is one of two organizations (EXIN is the other) that develops official ITIL® certification standards and exams.

ITIL Exams and certification (website)
This page summarizes the ITIL® exams and certification options offered by EXIN, one of two organizations that provides ITIL® certification to IT professionals.

For more information, including pricing, availability, and customized solutions for your organization, contact us at (206) 729-1107 or info@pultorak.com .