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EX0-114 IT Service Management Foundation based(R) on ISO/IEC 20000

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Test Code : EX0-114
Test cognomen : IT Service Management Foundation based(R) on ISO/IEC 20000
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: 78 actual Questions

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What is ITIL? Your sheperd to the IT Infrastructure Library | actual questions and Pass4sure dumps

What is ITIL?

The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of best practices for delivering IT services. ITIL has gone through several revisions in its history and currently comprises five books, each covering various processes and stages of the IT service lifecycle. ITIL’s systematic approach to IT service management can succor businesses manage risk, strengthen customer relations, establish cost-effective practices, and build a stable IT environment that allows for growth, scale and change.

Developed by the British government's Central Computer and Telecommunications Agency (CCTA) during the 1980s, the ITIL first consisted of more than 30 books, developed and released over time, that codified best practices in information technology accumulated from many sources (including vendors' best practices) around the world. IBM, for example, says that its four-volume sequence on systems-management concepts, A Management System for Information Systems, known as the Yellow Books, provided vital input into the original ITIL books.

In April 2001, CCTA, along with several other agencies, were rolled into the Office of Government Commerce (OGC), which is now known as the Cabinet Office. The OGC adopted the project as piece of its mission to work with the U.K. public sector as a ferment to achieve efficiency, value for money in commercial activities, and improved success in the delivery of programs and projects.

The goal wasn't to create a proprietary product that could be commercialized; rather, it was to accumulate best practices that could assist with what the government recognized was an increasing dependence within the government on IT combined with a painful lack of measure procedures that were increasing costs and allowing errors to perpetuate. It quickly became apparent that distributing these best practices would profit both public and private-sector organizations.

Over the years, ITIL's credibility and utility became recognized, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 Service Management standard, the first international measure for IT service management; it is based on British measure BS15000.

Since 2013, ITIL is owned by Axelos — a joint venture between the Cabinet Office and Capita. Axelos gives businesses the license to exhaust the ITIL framework, while managing updates and process changes. However, to exhaust ITIL internally, organizations achieve not need a license. ITIL v3 was released in 2011, under the Cabinet Office, bringing updates to the 2007 version published under OGC.

In 2018, Axelos announced ITIL 4 – a major overhaul to the entire framework and the biggest change since ITIL v3 was published in 2007. ITIL 4, which started rolling out in Q1 of 2019, offers a more agile, supple and customizable version of ITIL that is updated for modern businesses. The latest version encourages less siloes, more collaboration, communication across the entire commerce and integrating agile and DevOps into ITSM strategies.

What's in the ITIL?

The ITIL has gone through several revisions in its history. The original 30 books of the ITIL were first condensed in 2000 (when ITIL V2 was launched) to seven books, each wrapped around a facet of IT management. Later, the ITIL Refresh Project in 2007 consolidated the ITIL to five volumes consisting of 26 process and functions – this is referred to as the ITIL 2007 edition. In 2011, another update — dubbed ITIL 2011 — was published under the Cabinet Office. The five volumes remained, and ITIL 2007 and ITIL 2011 remained similar.

ITIL 4, which was released in 2019, maintains the selfsame focus on automating processes, improving service management and integrating the IT department into the business. However, it also updates the framework to accommodate and respond to modern technology, tools and software. Since ITIL’s eventual update, the IT department has grown to become integral to every commerce and the fresh framework accommodates this by being more agile, supple and collaborative.

ITIL 4 contains nine guiding principles that were adopted from the most recent ITIL Practitioner Exam, which covers organizational change management, communication and measurement and metrics. These principles include:

  • Focus on value
  • Design for experience
  • Start where you are
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it simple
  • The newest version of ITIL focuses on company culture and integrating IT into the overall commerce structure. It encourages collaboration between IT and other departments, especially as other commerce units increasingly reliance on technology to pick up work done. ITIL 4 also emphasizes customer feedback, since it’s easier than ever for businesses to understand their public perception, customer satisfaction and dissatisfaction.

    For more information on the benefits of the latest version of ITIL, view “ITIL 4: ITSM gets agile.”

    How achieve I Put ITIL into practice?

    ITIL is a collection of e-books, but merely going on a reading jag won't help your IT operations. First, you fill to wrap your brain around the concepts and then pick up staff buy-in. Getting some IT personnel to adopt fresh procedures can be fancy herding cats, but there are tools that can help.

    Along with the ITIL comes a whole suite of consulting, training and certification services. From the early 1990s, certifications were administered by two independent bodies: EXIN and ISEB, depending on your location. The two bodies formed an alliance at the finish of 2006 to further IT service management.

    Since 2014, Axelos is the owner of the ITIL personnel certification and exams are administered by Accredited Training Organizations (ATOs). Accreditations are administered by Strategic Examination Institutes (EIs). EIs need to be accredited directly by Axelos in order to present accreditation to ATOs.

    Before implementing ITIL at your organizations, there are several questions you should answer, such as what problems your organization is trying to solve and what is your route to continuous service improvement.

    For a deeper recognize at putting ITIL into practice, view "7 questions to hope before implementing ITIL" and "How to pick up started with ITIL."

    What is ITIL certification and is it worth it?

    The ITIL v3 certification scheme previously consisted of five levels: Foundation, Practitioner, Intermediate, Expert and Master. Each flush required a stronger depth of lore and understanding of ITIL. The certification scheme under ITIL 4 has been streamlined to comprise the ITIL Foundation and the ITIL Master exams. The ITIL Foundation exam has two paths, ITIL Managing Professional (MP) or ITIL Strategic Leader (SL), which each fill their own modules and exams.

    The ITIL Managing Professional (MP) exam is designed for IT practitioners who are involved with technology and digital teams throughout the organization, not just in the IT department. This path will instruct professionals everything they need to know about running successful IT projects, teams and workflows.

    Modules include:

  • ITIL Specialist – Create, Deliver and Support
  • ITIL Specialist – Drive Stakeholder Value
  • ITIL Specialist – elevated Velocity IT
  • ITIL Strategist – Direct, plot & Improve
  • The ITIL Strategic Leader (SL) exam is designed for those who deal with “all digitally enabled services,” and not just those that descend under IT operations. This path focuses on how technology directs commerce strategy and how IT plays into that.

    Modules include:

  • ITIL Strategist – Direct, plot & Improve
  • ITIL Leader – Digital & IT Strategy
  • Both paths can lead to the ITIL Master exam, which is the highest flush of certification you can achieve with ITIL 4.

    For those already in the middle of working towards a ITIL v3 certifications, credits will transfer over to the fresh certifications. Axelos recommends that sum ITIL certification candidates continue the path towards ITIL master.

    For in-depth analysis of ITIL certification, view "What ITIL certifications intend to your IT management practices."

    How can ITIL help my company's commerce performance?

    A well-run IT organization that manages risk and keeps the infrastructure humming not only saves money, but it also allows the commerce people to achieve their jobs more effectively. For example, brokerage firm Pershing reduced its incident response time by 50 percent in the first year after restructuring its service desk according to ITIL guidelines, allowing users with problems to pick up back to work much more quickly.

    ITIL provides a systematic and professional approach to the management of IT service provision, and offers the following benefits:

  • reduced IT costs
  • improved IT services through the exhaust of proven best rehearse processes
  • improved customer satisfaction through a more professional approach to service delivery
  • standards and guidance
  • improved productivity
  • improved exhaust of skills and experience
  • improved delivery of third-party services through the specification of ITIL or BS15000 as the measure for service delivery in services procurements
  • According to Axelos, ITIL can also succor businesses help services by:

  • helping businesses manage risk, disruption and failure
  • strengthening customer relations by “delivering efficient services that meet their needs”
  • establishing cost-effective practices
  • building a stable environment that quiet allows for growth, scale and change.
  • For a deeper recognize at how to pick up the most from ITIL, view "5 steps to successful ITIL adoption."

    What will ITIL cost?

    Getting started involves the purchase of the ITIL either as hardcopy, PDF, ePub or through an online subscription directly from Axelos. Then there's the cost of training, which fluctuates each year. The course leading to the initial Foundation Certificate typically runs for two days, and courses leading to higher certifications can be a week or more.

    Add to that the inevitable cost of re-engineering some processes to comply with ITIL guidelines, and adjustment of succor desk or other software to capture the information you need for tracking and generating metrics.

    There is, by the way, no such thing as "ITIL-compliant" software; the ITIL is a framework, not a standard. Some succor desk and management software has been engineered with ITIL practices in mind, however, and so will lend themselves better to teams working within the framework.

    Examples of software and services designed with ITIL and ITSM in intellect include:

  • Samange: Offers service desk automation with the ITIL framework in mind
  • InvGate Service Desk: A web-based ITIL-ready service that boasts a user-friendly interface
  • ManageEngine ServiceDesk Plus: Web-based succor desk and asset management software that is available in an ITIL edition
  • Vision Helpdesk: A multifunction service desk solution with ITIL integration
  • How long will an ITIL project take?

    ITIL is not a "project"; it's an ongoing journey to help IT service management. Best practices fill to be baked into everything, and they fill to evolve as the enterprise evolves. With IT staff buy-in, changes can initiate once staff are trained, and some results should be apparent within weeks or months. Process changes achieve grasp time, however, as entrenched evil practices are rooted out and modified (and, potentially, staff changes occur), but many companies fill reported substantial savings after their first year.

    To pick up a better faith of what it will grasp to adopt and implement ITIL, you can browse through case studies on the Axelos website. Recent case studies comprise companies fancy Sony and Disney — two companies with massive IT operations to manage.

    What savings can I expect?

    Corporations and public sector organizations that fill successfully implemented ITIL best practices report huge savings.

    For example, in its Benefits of ITIL paper, Pink Elephant reports that Procter and Gamble saved about $500 million over four years by reducing succor desk calls and improving operating procedures. Nationwide Insurance achieved a 40 percent reduction in system outages and estimates a $4.3 million ROI over three years, and Capital One reduced its "business critical" incidents by 92 percent over two years. After three years of ITIL implementation, forest products company MeadWestvaco claimed to fill eliminated more than $100,000 annually in IT maintenance contracts and recognized a 10 percent gain in operational stability thanks to ITIL.

    Without buy-in and cooperation from IT staff, however, any implementation is bound to fail. Bringing best practices into an organization is as much a PR job as it is a technical exercise.

    Other criticisms comprise the fact that it’s impossible to plot for every failure, event or incident so it’s not an exact science. In reality, you won’t know the exact ROI on ITIL until you implement it within your organization and exhaust it effectively. Ultimately, since ITIL is a framework, it can only be as successful as corporate buy-in allows. Embracing certifications, training and investing in the shift will succor augment the chances of success and savings.

    Getting started with ITIL service management | actual questions and Pass4sure dumps

    ITIL outlines processes and practices for efficient, cost-effective and business-centric IT service management...


    Although numerous paradigms exist, the IT Infrastructure Library (ITIL) has emerged as one of the best-known and widely practiced approaches for IT Service Management (ITSM). ITIL service management comprises an established set of processes, procedures and tasks that succor IT organizations deliver and manage computing services to the business. ITIL publications, under Crown Copyright, configuration the foundation for international measure ISO/IEC 20000.

    Following ITIL procedures and processes allows an organization to shape a data center that complements commerce strategies. Targeted data center investments add value to the enterprise by creating a foundation for planned IT activities, ensuring compliance and performing with measurable, ongoing improvement.

    ITIL does not detail specific data center technologies or discuss deploying or managing particular technologies. It is business- and technology-agnostic, so it addresses the widest possible orbit of commerce sizes and product choices. For example, ITIL discusses outsourcing to service providers and offers a means to evaluate the financial implications of outsourcing, but does not dictate how to interact with specific outsourcing providers.

    ITIL 2011 service management

    Each ITIL revision aims to help the analytic organization and commerce relevance of the service management approach.

    The ITIL 2011 edition covers 26 processes spread across five principle publications that discuss strategy, design, transition, operation and improvement.

    The Service Strategy publication tackles a market-driven approach to providing IT services. It describes a orbit of management processes that succor businesses bear the best outsourcing decisions with the best financial benefits.

    The Service Design publication shows how planned IT services strike the larger business. It covers IT services design practices and technology service delivery, as well as service management tools, ITIL service champion processes, and the supply chain supporting the service. Specific management processes comprise service-level, availability, capacity and security management.

    The Service Transition publication explains processes that translate commerce needs into actual IT services. ITIL service management dictates that you approach these translations as projects, and the Service Transition publication covers how to manage changes to the commerce environment. Transitions comprise change management, asset and configuration management, software release or deployment management, service testing and so on.

    The Service Operation publication provides a sequence of practices to succor organizations deliver the required service levels to employees, partners and customers -- the piece of the ITIL lifecycle where IT actually delivers value. ITIL service practitioners learn how to wield events and incidents, fulfill requests, manage problems and ensure identity security.

    The continuous Service Improvement publication helps organizations identify where service changes are needed and adjust services to changing commerce needs on an ongoing basis -- sum while maintaining control and measuring the effects of their changes. This involves defining measurement points and then gathering, processing and analyzing the data. When improvement is needed, the IT team implements changes, evaluates the sequel and, from that data, formulates more changes. It's an ongoing process.

    Training and certification for ITIL

    ITIL practitioners require formal certification, which is managed by the ITIL Certification Management Board and administered commercially by the APM Group Limited. Exam providers comprise Peoplecert, Pearson VUE, Prometric and many others.

    ITIL 2007 and 2011 versions exhaust four levels of certification, based on credits: Foundation, Intermediate, Expert and Master. A candidate that passes the basic exam receives a Foundation certification and two credits.

    Candidates seeking Intermediate ITIL certification must pursue a selection of lifecycle modules (three credits each) or capability modules (four credits each) to attain the 16 credits.

    Expert-level ITIL certification requires a minimum of 22 credits from various Intermediate modules, including an additional five credits earned from a comprehensive "Managing across the Lifecycle" exam.

    A Master-level ITIL certification is more evaluation-based, requiring Expert ITIL certification and at least five years of suffer in a high-level ITSM role.

    Numerous training companies present a combination of written, online, live classroom and other resources to prepare for the ITIL exam. The amount of time and application that goes into an ITIL certification varies dramatically depending on the ilk of learning vehicles and the personal attention devoted to the effort.

    Disney ITIL adoption journey casetudy | actual questions and Pass4sure dumps


    ITIL, a service management measure developed by UK’s OGC (Office of Government Commerce), is the most accepted and adopted measure in the world. Since the ITIL is service-oriented, it is composed of five main categories namely service strategy, service design, service transition, service operation and continuous service improvement (Rouse, 2014). By adopting ITIL for managing IT, businesses are able to exhaust IT not simply as a back-end solution but rather as a service provision partner to the business.


    Disney is one of the largest organizations to adopt ITIL, the others in the US being the IRS, NASA, HSBC, IBM, Microsoft and HP. By aligning IT-related assets, costs and tasks to commerce objectives, organizations are able to present better services at lower costs and help efficiency. Additionally, by adoption ITIL, organizations are able to match changing commerce objectives with IT service management and delivery.

    This makes ITIL well-suited to large organizations in manufacturing, IT, retail, pharmaceuticals, finance, entertainment and finance due to its IT infrastructure-centric nature in relation to commerce goals. Some of the goals organizations fill when adopting ITIL comprise increased ROI from IT, increased customer rendezvous and satisfaction levels, easier management of IT especially the relationship between various aspects fancy assets, costs and returns, improved esprit de corps and higher employee retention rates and improved service delivery and performance.

    Disney’s ITIL adoption

    The adoption of ITIL by Disney began in 2008 and was spearheaded by a then recent hire, Glen Taylor, hired to spearhead the organization’s monumental undertaking. The goal of the application was to adopt an integrated and holistic approach to IT service management. Given the scale of Disney, the adoption of ITIL for IT service management was not only a profitable match but also crucial to commerce operations (ITIL Training, n.d.). This is due to ITIL origins as a course of dealing with distributed, decentralized and heterogeneous computing architectures and assets.

    IT service management is faultfinding to Disney as it accounts for around 30% of the company’s revenue and is the only piece of the company that deals directly with customers each minute. The scope of IT infrastructure, operations and other IT-related factors of Disney’s TP&R is huge given it handled over 118 customers each year and has 42 resorts, two cruise ships and parks and over 36,000 rooms sum over the world.

    For Disney, some of its most primary goals in adopting ITIL were to help service delivery, augment customer rendezvous and increased ROI from the company’s IT infrastructure and assets. In particular, increased reliability, availability, maintainability and scalability of IT services were the reasons Taylor pushed for the implementation of ITIL in management of IT services. By ensuring 100% availability of IT services, Disney’s TP&R could ensure that they delivered on their pledge to provide their impeccable experienced visitors with the impeccable experience.

    There are some Great results that fill been achieved since the as a result of Disney adopting ITIL. For one, Disney’s IT services are now integrated and managed using the ITIL standards. This has resulted in major improvement in the performance and efficiency of IT infrastructure. Using ITIL, Disney is better able to manage the services it offers its customers using the service portfolio management process concerned with service pipeline, catalog and retirement. This provides better insight and easier management on how to identify, evaluate, implement and retire services provided.

    The adoption of ITIL has enabled management to understand and strike customer demand better using models such as user profiles and commerce activity patterns. This enables the company to identify how a unavoidable demographic responds to a given service and how they exhaust the service over some given time. Combined with the financial management process which allows for more transparent understanding and easier management of IT-related costs and opportunities, it has reduced IT service costs and better ROI.

    There are many challenges that large organizations fancy Disney countenance in implementing ITIL adoption. For one, the decentralized and distributed nature of IT architectures in different locations makes it hard to standardize IT services. Disparate architectures, hardware, protocols, languages and standards must be harmonized in order to present integrated IT services management. Additionally, adoption of any measure in a relatively large organization is a mammoth challenge in itself since not only are there technical challenges to the project but other challenges fancy employee indifference, cultural resistance to change and the scale problem of implementing a service management measure in such a large organization.

    There are several reasons why Disney was successful in its ITIL adoption and implementation. For one, given the scale of Disney, it was not possible to adopt ITIL within a short epoch of time, which required phased-out and incremental implementation. Secondly, to ensure successful and widespread adoption of ITIL within the company, one of the first thing Disney did was to market ITIL to the employees. This included a top-down marketing approach which went down the executive flush dubbed Lunch ’n’ Learn and a bottom-up approach using methods such as Disney’s internal convivial network named BackLot which enabled employees to hold discussions and share documents.

    The third understanding the adoption of ITIL within Disney was successful was due to an education program initiated in the company. This saw 250 people pick up ITIL Foundation training from the executive flush of the CIO downwards. After the training, the buy-in policy used in ITIL adoption and implementation resulted in more than half of those who underwent the education programme voluntarily undergoing a certification examination. Additionally, 20 people were selected in order to augment and cement organizational commitment and buy-in to ITIL adoption, who were Put on an Expert flush path. Having an experienced ITIL expert spearheading the adoption of ITIL also greatly helped the success of the undertaking.

    When looking at various standards and frameworks to exhaust for integrated IT services management, it is primary to consider the appropriateness to the problem at hand. Another highly regarded and widely adopted ISO/IEC 20000, which has some key similarities and differences with ITIL (IT Governance, n.d.). For one, both ITIL and ISO/IEC 20000 are meant to bear it easier for organizations to manage IT services. Secondly, they are meant to provide a framework to integrate IT services in order to help efficiency and align commerce needs to IT resources and constraints.

    There are some key differences between ITIL and ISO/IEC 20000. For one, although ITIL is considered a standard, it is more of a set of best practices that organizations should implement for integrated IT services management. In contrast, the ISO/IEC 20000 is a measure that organization enforces to be certified for IT services management. This means that ISO/IEC 20000 is auditable and certifiable for organization while the ITIL is not auditable and is certifiable for individuals.

    Furthermore, ITIL can be viewed as a stepping stone for organizations who later plot to implement the ISO/IEC 20000 measure or some similar standard. Organizations first seek to address an immediate concern such as a failed or underperforming service then implement the ISO/IEC 20000 measure to view if they fill implemented and comply with the ITIL standard. This means that had Disney adopted the ISO/IEC 20000 standard, it would quiet fill achieved the results it has although it would fill faced even greater challenges in implementing integrated IT service management.


    IT Governance. (n.d.). ITIL® — IT Infrastructure Library® — and IT Service Management. Retrieved from

    ITIL Training. (n.d.). How and why ITIL was adopted by Disney. Retrieved from

    Rouse, M. (2014, October). ITIL (Information Technology Infrastructure Library). Retrieved from

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