• IT Service Management

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  • Organizations need to rely on an IT service that supports their processes well. With the increasing importance of ICT in the business, the demands of customers in the IT services are rising. Think of high availability, always the right capacity, optimization of costs, flexibility, appropriate support and a short time-to-market. Read more.

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    Learning plan IT Service Management

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  • The 8 most frequently asked questions about ITIL®, ASL®, BISL® and LEAN-IT training courses.


    1.What is ITIL®

    ITIL® is a process model that, based on best practices, gives insights in the setup of an IT service organization. Insights like what you have to do to become an effective and efficient IT partner for your clients. In other words it helps you to create value for your customers. The letters “ITIL®” stand for ‘Information Technology Infrastructure Library’. It offers guidelines for setting up management processes inside an IT organization.

    ITIL® isn’t an organisational model. It’s a description of a large amount of processes (Library) which are necessary for flexible services. The second ‘I’ stands for ‘Infrastructure’. This could arouse suspicion that ITIL® only applies to the technical side of automation. In most organizations the ITIL® initiative is traditionally started within the ‘Infrastructure Management’ departments. But in ITIL®, the term ‘Infrastructure’ literally covers ANYTHING that’s needed to deliver service, but also to design and build services.

    The first two letters, ‘IT’, stand for ‘Information Technology’ and indeed… In ITIL® literature, all processes and best practices are described from the perspective of an IT service provider. But this doesn’t mean that in only applies to IT services providers. Any service provider, whatever it nature (hospitality, transport, logistics), can benefit from the knowledge and insights within the ITIL® literature. 

     

    2. What is ASL®?

    Because ITIL® was initially used within the ‘Infrastructure Management’ department and ITIL® focused on the needs of this department, application management wasn’t a priority. Then, in the Netherlands ASL® was developed, which stands for ‘Application Services Library’. With all due respect, we could say that ASL® is kind of an ITIL®. But then specifically described from the perspective and needs of an application management organization. This time also with a large amount of processes (Library), specifically for services that are only for developing and managing applications.

    ASL® has gained a lot of importance since the amount of independent application management organizations, who focus on delivering applications while infrastructure management is outsourced elsewhere, has risen.

     

    3.What is BISL®

    Because IT service providers became more mature by using ITIL® and ASL® there was a need for more mature customers. A customer that understand their needs and knows how to translate that into the right questions for IT service providers. Customer that take their responsibility in the best possible way.

    And this is not just the business organization (that defines the organization) but specifically the information aspects of the business processes.

    For this reason BiSL® was developed which stands for ‘Business Information Services Library’.

    Like ITIL® and ASL® are instruments for the employees in an IT organization, BiSL® is an instrument for employees who are responsible for the information needs in the business processes. That includes ALL information needs, not just the information needs for the automated information provision (IT solution). And this goes further then just the operational needs. This also includes the tactical and strategic needs. So BiSL® also provides guidance for making the information provision future proof.

     

    4.Which Foundation training course should I attend?

    In the old days it were just people working at an IT department that attended an ITIL® training course. Nowadays a lot of organizations realize the power of using ITIL®. There are several levels of ITIL® training courses. However the ITIL® Foundation is a great training course to learn the basic concepts and terminology and understand how to work together with other organizations (IT or not). This training course also explains how ITIL® relates to other frameworks like LEAN or SCRUM.

    For people that work in an application management organization that delivers it’s own services to customers ASL® Foundation might be the right training course.

    The BISL® Foundation is the right choice for people working in Business Information Management. So that would be anyone involved in managing the information provision and supporting the informational needs of the business processes. This includes anyone that will close the gap between business and IT from the business side and anyone that will make sure IT service providers can provide the best possible solutions. This includes people in operation, but also on a tactical and strategic level.

     

    5.Which ITIL® certifications are available and which one suits?

    The picture below show the ITIL® certification scheme. Our related training courses have names similar to the exam names.

     

    ITIL® Certificeringen

     

    In the end there are 3 levels of certification.

    The highest ITIL® certification is ITIL® MASTER. We do not provide any training courses in this level. To achieve the ITIL Master certification, you must be able to explain and justify how you have personally selected and applied a range of knowledge, principles, methods and techniques from ITIL and supporting management techniques, to achieve desired business outcomes in one or more practical assignments. So this can not be achieved by attending a training course. However to achieve this level you must become a certified ITIL® expert first.

    The highest ITIL® certification that can be achieved by attending training courses and pass the related exam is ITIL® EXPERT. The exam and training course related to this certification is ‘Managing Across the lifecycle’ However to attend this training course and exam there is a lot to do. This training course is basically an exam preparation training where you need to understand all the ITIL® literature. In fact no new theory is discussed, just everything that was already discussed in the previous training courses.

    You can only attend this training course if:

    • you hold the ITIL Foundation certificate
    • you have earned a minimum total of 17 credits from the Foundation (2) and Intermediate Modules
    • NOTE: Some credits from earlier qualifications and complementary certifications can also count towards these 17 credits.
    • See the official  website for more information: https://www.axelos.com/certifications/itil-certifications/itil-expert-level

    You can achieve the minimum number of credits e.g. by:

    • Attending all the lifecycle modules an passing the related exam
    • Attending all the capability modules an passing the related exam
    • Attending all the ITIL practitioner modules an passing the related exam, as an alternative for a lifecycle or capability module

    As mentioned combinations of lifecycle and capability modules are allowed however there are restrictions. We advise to attend the lifecycle stream or capability stream. Optional you can exchange one module for the ITIL® practitioner.

    Lifecycle modules

    Capability modules

    • 1 module for each service lifecycle
    • 5 modules of one and a half day and 1 exam each.
    • Focus on concept and principles ideal for people on a tactical level of an organization.
    • The lifecycle modules are well known and have, for that reason, an effective addition on your resume.
    • Each module is a combination of elements from two related service lifecycles.
    • 4 modules of two and a half day and 1 exam each.
    • Focus on concept and principles, and a bit of underlying techniques as well. Ideal for people on a operational level of an organization.

     

    And if you have any doubts what modules will suit you feel free to contact us any time. We will be happy to discuss your question and find the best training courses that will meet up to your needs

     

    6.What is LEAN-IT

    Originally LEAN was developed by the production company Toyota and is already there for over 50 years. Using LEAN is one of the most important reasons why Toyota is so successful.

    The essence of LEAN is involving all employees of your organization in the process of creating value and removing waste in production.

    LEAN is very successful, so why not adopting LEAN in an production company of non physical products?

    And yes, LEAN can also be used to improve service processes. In LEAN-IT we look into the role of a service organization in a value chain and translate the LEAN best practice into a service organization. LEAN-IT is no alternative for e.g. ITIL® processes but a mindset that can help you improve your ITIL® processes. This can be done by e.g. removing bureaucracy and other waste and making sure that all employees are involved and can actively participate in adding value to the customer.

    LEAN-IT is the First step to achieve the international recognized LEAN certification.

    The training course LEAN-IT is available for registration on our website. All other LEAN training courses are available on request and will be provided in company. These training course are customer specific by definition.

    Lean IT

    7. How about DevOps and Agile in an ITIL® based environment?

    We meet a lot of people that think process based working and Agile based working are opposites. But this is a big misunderstanding. When using ITIL® you can use an agile approach as well. And this also goes for DevOps. The concepts of DevOps can be found in ITIL®. Although the 4 ITL® functions are mainly addressed in the Service Operation stage ITIL® will explain that it is all about the integrated approach of the service lifecycle and that will involve all disciplines

    You might need some additional tools and translation. But just like Agile and the translation to e.g. SCRUM also ITIL® is about continual improvement in small gradual steps. Many of this aspects can be found in the ITIL® stage CSI that stands for Continual Service Improvement.

     

    8.What is DevOps?

    Ask this question to 100 people and you will get 100 different answers. But many of those answers have these elements in common:

    • DevOps is a next step in Agile. Where Agile focuses on iterative and incremental development of products, in DevOps we extend this to deliver those products quickly, safely and without risk to the end users. Where we have broken down the ‘wall’ between end-user and developer in Agile, in DevOps we break down the ‘wall’ between development (Dev) and operations (Ops). In addition, we make teams responsible for both the development and the operations of a product ("You build it, you run it"). This often requires a significant cultural change.
    • DevOps also focuses on automating (in the end) all the steps needed to get a product delivered to the end user quickly, safely and without risk: "automate everything". This includes mostly automated testing, automated infrastructure and a lot of "as a service" concepts.
    • Within DevOps continuous feedback, both from a technical and a functional point of view, plays a crucial role to get ever better products and an ever better process. This includes a culture of continuous improvement and experimentation, where we don’t mind making mistakes as long as we learn from them.

    Are you looking for a complete, but brief overview of all aspects of DevOps? Then our half day classroom training DevOps Awareness is the right one for you!

     

    9. If we start using ITIL®/ASL®/BISL®/LEAN IT do we still need a specific level of expertise on e.g. testing, programming, communicating and so on?

    All these frameworks do not replace a specific level of expertise on other subjects. If you just understand ITIL® you can’t manage a datacenter. If you just know ASL® you can’t built an application. If you want to build an application you also need knowledge and skills on e.g. programming, architecture and testing.

    And BISL® does not replace the need for knowledge on business processes. Quit the contrary. Without knowledge on the business processes an implementation of Business Information Management (BIM) using BiSL® is not very likely to succeed.

    For specific training on IT/ Development we have a large number of training courses as well.

    So it doesn’t matter what framework you use, you always need additional knowledge and skills. Capgemini Academy provides a lot of training courses. Feel free to check them out and find the training course you need.

    And if you have any questions, or need some guidance to find the right training course for you, please contact us by sending an email using our contact us option on our website.

     

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