ITIL Certification Test

The Information Technology Infrastructure Library (ITIL) is a set of concepts and techniques for managing information technology (IT) infrastructure, development, and operations. IT infrastructure changes can impact the manner in which business is conducted or the continuity of business operations. The Infrastructure Management processes describe those processes within ITIL that directly relate to the ICT equipment and software that is involved in providing ICT services to customers.

CIO Magazine columnist Dean Meyer has also presented some cautionary views of ITIL,[18] including five pitfalls such as "becoming a slave to outdated definitions" and "Letting ITIL become religion. In the PRINCE2 method, each process is specified with its key inputs and outputs and with specific goals and activities to be carried out, which gives an automatic control of any deviations from the plan. ITIL Certification Test It is possible for individuals with project management experience to self-study for the exams but a number of training organisations offer courses, many of which also include exam entry in the fee.

The IT Service Capability Maturity Model uses the CMM maturity measurement model. Service Desk: not only handles incidents, problems and questions but also provides an interface for other activities such as change requests, maintenance contracts, software licenses, Service Level Management, Configuration Management, Availability Management, Financial Management and IT Services Continuity Management.

The concept of "Service" in an IT sense has a distinct operational connotation, but it would be incorrect then to assume that IT Service Management is only about IT operations.