Pultorak-ITIL 2011 Edition Key Facts for Practitioners Final

Key facts on the update for Practitioners

introducing

ITIL® 2011 Edition

What we will cover

• What has changed with ITIL® 2011 Edition (publications, glossary, syllabi, sample and actual exams, courses, qualifications, other)?

• Where can I get the ITIL® 2011 Edition publications, new syllabi, sample exams, and change tracking document?

• When are the ITIL® 2011 Edition courses available from Pultorak? Where can I preview the course content?

• Are the ITIL® 2011 Edition exams available? Are the ITIL® Version 3 examinations still available, and if so, for how long?

• Can I still get ITIL® Version 3 courses from Pultorak? Is there a downside to taking ITIL® Version 3 versus ITIL® 2011 Edition courses and exams?

• If I have earned V3 certifications are they still valid, or must they take an ITIL 2011 Edition exam to remain current?

• What is the upside / downside of using ITIL® V3 versus 2011 Edition courseware?

• What are the practical implications of this change for practitioners?

• If I have started my ITIL Expert certification with ITIL V3, can they finish it with ITIL® 2011 Edition courses and examinations?

ITIL® 2011 Edition − the intent: an update, not new version; no significant core processes, principles change, as focus is on clarity

The Intent

• Update the publications to be easier to understand and relate more clearly to one another

• Fix errors and inconsistencies in text and diagram content , presentation

• Fix Change Control Log issues http://www.best-management-practice.com/ChangeLog/ for clarity, consistency, correctness, completeness

• Address trainers’ suggestions to make ITIL easier to teach

• Revise Service Strategy to ensure concepts are explained in a clear, concise and accessible way, improving their exposition, not simplifying them

• Respond to users’ feedback and requirements

ITIL® 2011 Edition published 29 July 2011

Source, Handout: ITIL_Update_FAQs_Summer_2011_June11.pdf

The ITIL® 2011 Edition publications are:

• ITIL Service Lifecycle Suite, 2011 Edition

• ITIL Service Strategy, 2011 Edition

• ITIL Service Design , 2011 Edition

• ITIL Service Transition , 2011 Edition

• ITIL Service Operation , 2011 Edition

• ITIL Continual Service Improvement , 2011 Edition

http://www.best-management-practice.com/ChangeLog/





ITIL® 2011 Edition − What Has Changed Publications – Global updates to all core publications

• For consistency to aid navigation Standardized

structure

• To improve flow and readability and ensure alignment across the suite

• Includes clarification of interfaces, inputs and outputs across the service lifecycle

Reorganized content

• Across the publications and the ITIL glossary

Clarified and aligned

terminology

Source, Handout: ITIL_2011_Summary_of_Updates.pdf

OGC Mandate for Change, Project requirements for an update to the ITIL ® core publications – the intent was largely followed

In Scope

• Remedy inconsistencies in content of the books:

– Roles need to be consistent across the books, so that activities apply to only one role

– Clarify that organizational structures given as examples are indicative not prescriptive

• Restructure the guidance to ensure that all five publications are organized in the same way:

– Each process has goals, purpose, objectives

– Look at how the processes are dealt with, and ensure a common treatment for all

• Ensure the books are aligned, where relevant, with guidance in MSP™, M_o_R ® , PRINCE2 ® and P3O ®

• Give clear explanations and descriptions of roles and responsibilities

• Standardize glossary definition use in the five titles. Ensure explanations in the text match the glossary

• Update to the glossary to take account of the comments made in the Change Control Log

• Examine the definition and usage of the roles of Product Manager and Service Owner

• Ensure that service catalogue manager appears within Service Operation

• Redesign the content according to OGC’s updated style guidelines.

Out of scope

• Any changes which would invalidate the current use of ITIL, whether by organizations which have adopted its use or by individuals who have taken an ITIL qualification and are currently using the method in their workplace.

• New concepts are not to be added.

ITIL 2011 Edition New Concepts Strategy Management for IT Services (New Process) Business Relationship Management (New Process) Design Coordination (New Process) Evaluation renamed Change Evaluation (Renamed Process) Continual Service Improvement Register (new Concept)

ITIL® 2011 Edition − What Has Changed 26 processes, 4 functions

Service Strategy Processes (5) 1. Strategy management for IT services (New) 2. Service portfolio management 3. Financial management for IT services 4. Demand management 5. Business relationship management (New) Service Design Processes (8) 1. Design coordination (New) 2. Service catalogue management 3. Service level management 4. Availability management 5. Capacity management 6. IT service continuity management (ITSCM) 7. Information security management 8. Supplier Management

Service Transition Processes (7) 1. Transition planning and support 2. Change management 3. Service asset and configuration management 4. Release and deployment management 5. Service validation and testing 6. Change evaluation (Renamed) 7. Knowledge management Service Operation Processes (5) 1. Event management 2. Incident management 3. Request fulfillment 4. Problem management 5. Access management Continual Service Improvement Processes (1) 1.Seven-step improvement process

Service Operation Functions (4) 1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management

Strategy Management for IT Services, Business relationship management, Design coordination new; Evaluation renamed to Change evaluation, all sub-processes subsumed under one seven-step improvement process in CSI

ITIL® 2011 Edition − What Has Changed 26 processes, 4 functions

ITIL® 2011 Edition − What Has Changed Publications

Service Strategy

Strategy Management for IT Services (New Process) Business Relationship Management (New Process) Clarified / expanded: Financial Management, Governance, Cloud Computing, Service Management implementation, organization

Service Design

Design Coordination (New Process) Clarified / expanded: Five aspects of Service Design, service transition from pipeline to catalogue to retired, service catalogue

Service Transition

Evaluation renamed Change Evaluation (Renamed Process) Clarified / expanded: Change Management, Model, and Proposal, Configuration Record, CI, CMS, SKMS, Release and Deployment Management, Service Asset and Configuration Management

Service Operation

Clarified / Expanded: Basic events flow into filters and rule engines, Event filtering / correlation, Service Request, Request Model, Normal service operation, Incident matching, Request Fulfillment, Problem techniques, mainframe and server management, proactive Problem Management, Application Management vs. Development, Facilities Management

Continual Service Improve-ment

Continual Service Improvement Register (new Concept) Clarified / expanded: Service measurement and reporting, 7-step improvement process, the CSI approach


ITIL® 2011 Edition − What Has Changed Publications – Global updates to all core publication (1 of 2)

Area of update Description

Chapter 1 (Introduction)

The same across all five core publications; contains generic content, an overview of the publication, its context in relation to the rest of the service lifecycle and best-practice guidance, and a discussion about ITIL itself.

Chapter 2 The same in each of the five publications, Service management as a practice.

Chapter 6 Identifies the organizational roles and responsibilities to be considered to manage each of the lifecycle stages (a stage per book) and related practices. Includes generic roles, responsibilities and competencies applicable across the service lifecycle, and specific aspects for processes covered in each publication.

Chapter 3, Appendix

Lifecycle interfaces, inputs and outputs across the service lifecycle. A new table in Chapter 3 of each publication lists inputs and outputs of the lifecycle to which the publication refers. New appendix added to each publication– examples of inputs and outputs across the service lifecycle – with a table identifying major inputs and outputs between each stage to help clarify how the different lifecycle stages interact.

Related guidance appendix

A new appendix added to each publication – related guidance –, which includes frameworks, best practices, standards, models and quality systems that complement and have synergy with the ITIL service lifecycle.


ITIL® 2011 Edition − What Has Changed Publications – Global updates to all core publication (2 of 2)

Area of update Description Organization structures

Clarification that organization structures given as examples are indicative (that is, suggestions rather than prescriptive (that is, “how to”).

Structure of processes

All processes have been given a common treatment, ensuring that each one has purpose and objectives; scope; value to business; policies, principles and basic concepts; process activities, methods and techniques; triggers, inputs, outputs and interfaces; information management; critical success factors and key performance indicators; and challenges and risks.

Product manager

All references to product manager have been replaced with service owner.

Capitalization Excessive and inconsistent capitalization has been removed to aid readability.

Roles Roles have been made consistent across the publications, ensuring that activities apply only to one role.


ITIL® 2011 Edition − What Has Changed Publications – Service Strategy updates

• Concepts have been clarified without changing the overall message

• Includes more practical guidance and more examples where relevant

• Defines a new process: Strategy Management for IT Services, responsible for developing and maintaining business and IT strategies

• Business Relationship Management and Demand management are now covered as processes

• There are now separate descriptions of business strategy and IT strategy

• Financial management is expanded


ITIL® 2011 Edition − What Has Changed Publications – Service Strategy updates

Area of update Description Service strategy processes

Processes now clearly defined using a standard template: strategy management for IT services; service portfolio management; financial management for IT services; demand management; business relationship management.

Business strategy and IT strategy

Business strategy and IT strategy are two different things; the publication now describes these separately and explains the relationship between the two: business strategy defines IT strategy, and IT strategy supports business strategy.

Strategy assessment, generation and execution

Detailed guidance has been added on how an organization should assess, generate and execute its IT strategy, with practical examples of how to do it.

Value creation How services add and realize value has been clarified. New content on how value is created, and how to differentiate between value added and value realized. A new table provides examples of utility and warranty.

Customers Clarifies how customers differ from users and consumers; how internal and external customers are different; how business units and other IT departments as customers differ; and how IT performs its role as an external service provider.

Customer and service assets

Clearer definitions, the importance of these concepts, how they are used, aligning service assets with customer outcomes. New diagrams relate business outcomes, customer assets, service assets, constraints and service management.


ITIL® 2011 Edition − What Has Changed Publications – Service Strategy

Area of update Description Strategy Mgmt for IT services

New process Strategy Management for IT Services is responsible for developing and maintaining business and IT strategies.

Business Relationship Management

New process and role Business Relationship Management. Differentiation between Business Relationship Management for a Type I, II and III service provider is better explained and clarified.

Financial Management for IT services

Expanded process Financial Management for IT services now include some of key elements from earlier ITIL publications which had been excluded in the 2007 edition of Service Strategy, such as accounting, budgeting and charging.

Governance Added detail on governance: a fuller definition of governance, the difference between governance and management, a governance framework, and how service management relates to governance.

Cloud computing

Added coverage added on how IT service management is impacted by cloud computing; a new appendix added covering service strategy and the cloud: characteristics, types, types of service, cloud architecture components.

Types of service management implementation

Added coverage of the types of service management implementation: even keel, trouble, growth and radical change.

Organization Added discussion on functions and a logical organization structure for service management has been included, with supporting diagrams.


ITIL® 2011 Edition −What Has Changed Publications – Service Design

• Update has particular focus on alignment with Service Strategy

• A number of concepts and principles have been clarified: – (most significant) The flow and

management of activity throughout the overall Service Design stage through the addition of the Design Coordination process

– The five aspects of Service Design – The design of the Service Portfolio – Terminology related to views of the

Service Catalogue


ITIL® 2011 Edition − What Has Changed Publications – Service Design


Design Coordination Process

New Process: Design Coordination added to clarify the flow of activity in the service design lifecycle stage.

Five aspects of service design

Added consistency and clarity of references to the five aspects of service design.

Transition of a service from pipeline to catalogue to retired

Clarified descriptions of Transition of a service from pipeline to catalogue to retired, including definite transition points and the places for policy setting. A new status has been added to make policy setting easier.

Service catalogue terminology

Revised the service catalogue language as to the customer’s view of the service catalogue, versus the technical or IT view.


ITIL® 2011 Edition −What Has Changed Publications – Service Transition

• Renamed Evaluation process to Change Evaluation and modified its purpose and scope to clarify when and how to use it

• Clarified structure, content, relationships of the Configuration Management System (CMS), Service Knowledge Management System (SKMS)

• Added content on using change proposals

• Added content to Service Asset and Configuration Management on asset management

• Improved process flow and integration, including Change Management, Release and Deployment Management, and Change Evaluation


ITIL® 2011 Edition − What Has Changed Publications – Service Transition


Evaluation New Process name Change Evaluation (changed from Evaluation); Clarified the purpose and scope to show it is used for evaluating changes only.

Change Management

Top-level flowchart and section headings have been modified so that they are consistent with each other.

Change Model ‘change model’ is now used consistently (previously the description used the term ‘change process model’ and many places in Service Transition and the other publications used ‘change model’).

Change Proposal Clarified how and when a change proposal should be used. Configuration Record, CI, CMS, SKMS

Clarified description of configuration record, CI, CMS and SKMS.

Release and Deployment Management

Reordered some sections and added a high-level process diagram showing how it all fits together.

Service Asset and Configuration Management

Added better explanation of service asset management aspects.


ITIL® 2011 Edition −What Has Changed Publications – Service Operation

• Added and updated process flows including Request Fulfillment, Access Management and Event Management

• Clarified key principles including Service Requests and Request Models, and Proactive Problem Management

• Clarified how basic events flow into filters and rule engines to produce meaningful event information

• Contrasted the relationship between application management activities and application development activities

• Expanded Problem analysis techniques, Incident matching procedure flow, escalating Incidents to Problem Management, physical facilities management


ITIL® 2011 Edition − What Has Changed Publications – Service Operation (1 of 2)


Service Request Clarified the concept of a service request, with examples and diagrams to illustrate how service requests link with the services they support, and the relationship of service requests to request models and standard changes

Request Model Clarified how service requests must be linked to a request model documenting steps and tasks, and roles and responsibilities needed to fulfill requests

Event filtering and correlation

Clarified how basic events flow into filters and rule engines to produce meaningful information

Normal service operation

Clarified the definition and added to the glossary

Incident matching

Added a procedure and examples of how incidents should initially be matched against known error records before escalation and a detailed procedure for matching incidents and escalating to problem management

Request fulfillment process flow

Added a process flow showing a suggested set of activities and steps for the request fulfillment process that includes decision points for escalating requests to service transition as change proposals or incident management as incidents

Problem analysis techniques

Expanded to include more techniques for finding root causes and indicate the kinds of situations and incidents where the technique described may be useful


ITIL® 2011 Edition − What Has Changed Publications – Service Operation (2 of 2)


Problem investigation and analysis

Added a concept to recreate problems when they are being investigated

Mainframe and server management

Added the concept that activities and procedures for managing mainframes and servers are essentially the same with respect to outcomes and kinds of management tasks, though how the activities might be carried out may differ

Proactive problem management

Added the concept and description of activities for proactive problem management to the problem management process

Application management vs. application development

Clarified the differences between application management and development, and added a diagram to show key activities that take place in each stage of the application management lifecycle to differentiate application management from application development

Facilities management

Greatly enhanced the Appendix with additional information for managing physical facilities


ITIL® 2011 Edition −What Has Changed Publications – Continual Service Improvement

• CSI Model renamed the CSI Approach

• Clarified the seven-step improvement process and its relationship with the Deming ‘Plan-Do-Check-Act’ cycle and knowledge management

• Added the concept of a CSI register as a place to record improvement initiative details in an organization

• Made minor changes to improve clarity, with particular emphasis on documenting the interfaces from CSI to other lifecycle stages


ITIL® 2011 Edition − What Has Changed Publications – Continual Service Improvement


The CSI register The CSI register is where all improvement opportunities are recorded. Each opportunity should be categorized as a small, medium or large undertaking. An indication of the amount of time it would take to complete the initiative should also be provided, along with the associated benefits. Together, this information will help produce a clear prioritized list of improvement initiatives. A full description of the CSI register is given in Chapter 3, and an example is provided in Appendix C.

Service measurement and service reporting

The treatment of service measurement and service reporting has been clarified. Because all processes have an element of measurement and reporting embedded within them, service measurement and service reporting are not considered to be processes. Therefore, these topics are covered in Chapters 3 and 5, rather than Chapter 4.

Seven-step improvement process

It is now clear that the seven-step process only contains seven steps. Some step names and activities have been amended, but the overall purpose of the process remains unchanged. The interface with the Deming Cycle and with knowledge management has been clarified.

The CSI approach

The CSI model has been re-named the CSI approach, because it is an approach to continual improvement and not a model.


ITIL® 2011 Edition − What Has Changed ITIL® Glossary 2011 Edition- 59 entries added, 26 deleted

• The ITIL glossary has been aligned with the core publications, and reflects the updates made in those publications.

• Other terms have been updated – some more significantly than others – to reflect the content of the core publications.

• The updated ITIL glossary can be found in English and other languages here: http://www.itil-officialsite.com/InternationalActivities/ITILGlossaries_2.aspx

Source, Handout: ITIL_2011_English_glossary_v1.0.pdf


http://www.itil-officialsite.com/InternationalActivities/ITILGlossaries_2.aspx





ITIL® 2011 Edition − What Has Changed ITIL® Glossary 2011 Edition- 59 entries added

1. accounting period

2. asset specificity

3. Best Management Practice (BMP)

4. Billing

5. Capital Budgeting

6. Capital Cost

7. Change Evaluation

8. Change Proposal

9. Chargeable Item

10. Charging Policy

11. Charging Process

12. Charter

13. Cost Model

14. CSI register

15. Customer Asset

16. Customer Agreement Portfolio

17. Customer-Facing Service

18. Design Coordination

19. Enabling Service

20. Enhancing Service

21. Enterprise Financial Management

22. Excitement Attribute

23. Excitement Factor

24. Financial Management for IT Services

25. Financial Year

26. Fit for Use

27. Fixed Asset

28. Fixed Asset Management

29. Information System

30. ISO / IEC 27002

31. IT Accounting

32. Manageability

33. Management Information System (MIS)

34. Normal Change

35. Normal Service Operation

36. Project Charter

37. Project Management Institute (PMI)

38. Project Management Office (PMO)

39. Project Portfolio

40. Real Charging

41. Release Package

42. Request Model

43. Return on Assets (ROA)

44. Sarbanes-Oxley (SOX)

45. Security Management Information System (SMIS)

46. Service Catalogue Management

47. Service Change

48. Service Charter

49. Service Lifecycle

50. Service Model

51. Service Option

52. Seven-Step Improvement Process

53. Shared Service Unit

54. Software Asset Management (SAM)

55. Strategic Asset

56. Strategy Management for IT Services

57. Supplier and Contract Management Information System (SCMIS)

58. Transfer Cost

59. Work Order

ITIL® 2011 Edition − What Has Changed ITIL® Glossary 2011 Edition- 26 entries deleted

1. Capability Maturity Model (CMM)

2. Capital Item 3. Change Case 4. Contract Portfolio 5. Core Service

Package (CSP) 6. CRAMM 7. Do Nothing 8. Evaluation 9. External Sourcing 10. Failure Modes and

Effects Analysis (FMEA)

11. Help Desk 12. Internal Sourcing 13. ISO / IEC 17799 14. IT Directorate 15. Managed Services 16. Office of Public

Sector Information (OPSI)

17. Performance Anatomy

18. Release Process 19. Rollout 20. Service Provisioning

Optimization (SPO)

21. Service Utility 22. Service Warranty 23. Supplier and

Contract Database (SCD)

24. Tag 25. Technical Service 26. Variable Cost

Dynamics

ITIL® 2011 Edition − What Has Changed ITIL® Acronyms 2011 Edition- 21 entries added

1. AST Agreed Service Time

2. BMP Best Management Practice

3. COBIT Control OBjectives for Information and related Technology

4. DML Definitive Media Library

5. ELS Early Life Support

6. ISG IT Steering Group

7. MIS Management Information System

8. PDCA Plan-Do-Check-Act

9. PMBOK Project Management Body of Knowledge

10. PMI Project Management Institute

11. PMO Project Management Office

12. PRINCE2 PRojects IN Controlled Environments

13. PSO Projected Service Outage

14. RACI Responsible, Accountable, Consulted and Informed

15. ROA Return on Assets

16. SAM Software Asset Management

17. SCMIS Supplier and Contract Management Information System

18. SDP Service Design Package

19. SMART Specific, Measurable, Achievable, Relevant and Time-bound

20. SMIS Security Management Information System

21. SOX Sarbanes-Oxley (US law)

ITIL® 2011 Edition − What Has Changed ITIL® Acronyms 2011 Edition- 10 entries deleted

1. BCM Business Capacity Management

2. BSM Business Service Management

3. CAB / EC Change Advisory Board / Emergency Committee

4. CSIP Continual Service Improvement Program

5. CSP Core Service Package

6. FMEA Failure Modes and Effects Analysis

7. OGC Office of Government Commerce

8. PSA Projected Service Availability

9. SCD Supplier and Contract Database

10. SPO Service Provisioning Optimization

ITIL® 2011 Edition − What Has Changed ITIL® Syllabi

• All syllabi have been updated, in proportion to the amount of updates that were performed to the associated source publication(s)

• Syllabus Changes between 4.x and 5.x documents detail the changes

ITIL® 2011 Edition − What has changed Examinations

• Updated syllabi, examinations available 8 August 2011

• No need to recertify if you hold existing ITIL® certifications

• As examinations are hybrid / transitional (that is, backwards compatible with ITIL V3 2007 Edition), existing 2007 Edition-based courses fully prepare you to pass these examinations

• The precise date has not been announced, but we expect full 2011 Edition examinations to be made available in 2012, at which time the 2011 hybrid / transition examinations will be slated for retirement; when that occurs only an ITIL 2011 Edition course will fully prepare you to pass the new exams, as they will include ITIL 2011 Edition new content that the hybrid / transitional exams do not

• Impact on Intermediate examinations

– Basic principles and concepts of ITIL remain the same

– Some supporting processes and practices have changed resulting in changes to Intermediate exams

– Degree of change among qualification matches the degree of change in the guidance; Service Strategy has the largest number of updates to its structure and content, and therefore the largest degree of change


ITIL® 2011 Edition − What Has Changed ITIL® Sample and Actual Examinations

• All sample and actual examinations, have been updated, in proportion to updates on source publication(s) and reflected in the associated syllabus (SS biggest impact); note that these are hybrid / transition sample exams

• 2011 Edition actual exams available now as of 8 August 2011; these exams are hybrid / transitional—covering core ITIL content that remains unchanged between 2007 and 2011 Editions—the exam content is applicable to both ITIL V3 2007 Edition and 2011 Edition courses

ITIL® 2011 Edition − What Has Changed Pultorak & Associated Courses

• As the 2011 Edition hybrid / transitional exams are the only exams available as of August 8 2011, all Pultorak & Associates ITIL V3 2007 Edition courses have been refreshed with the new sample exams to give candidates the most representative samples of the actual exam

• ITIL Foundation 2011 Edition available August 29

• All other course updates (except MALC as no 2011 syllabus is yet available) are to be completed by September 8, 2011; check shop.pultorak.com for availability and note that all courses are available for pre-order at this time

• MALC will be made available within 4 weeks of syllabus availability

• Instructor kits will need to be purchased for ITIL 2011 Edition courseware for each instructor as this is a major revision to the courseware

ITIL® Qualifications Scheme: ITIL Foundation Syllabus Changes between Version 4.x and Version 5.x

• The intent and learning outcomes of each learning unit have not changed

• The general structure of this qualification is basically unchanged, referring to the same learning units albeit with adjusted names in a few instances

• The content and book references of each learning unit have been updated to reflect the updated books, there have been a small number of new processes added / reinstated, however the scope of the education cover has been reduced in others to compensate

• Capitalization has been reduced to comply with TSO standards. • The Bloom’s levels remain the same. • Sample exam questions have no significant changes to concepts or

topics, however due to the requirement to provide an examination that covers both syllabus documents, there are more questions at Bloom’s level 2

Source, Handout: ITIL FND Syllabus Changes between Version 4.x and 5.x.pdf

ITIL® 2011 Edition − What Has Changed Qualifications

• The basic qualification structure remains intact

• The diagrams are updated to reflect the withdrawal of ITIL® V2 and bridging qualifications on 30 June 2011. The changes also include addition of the new Service Manager route to ITIL® Expert and removal of V2/V3 version references.

ITIL® 2011 Edition − Change Impacts Software Tools - Will I have to update my software tool?

• The ITIL® 2011 Edition update should not affect tool vendors, any impact will be minor

• The ITIL® Software Scheme is administered by the APM Group (the Accreditor), on behalf of the Cabinet Office. For full details visit http://www.itil-officialsite.com


http://www.itil-officialsite.com/



ITIL® 2011 Edition − What Has Changed Practical implications for practitioners

• Service Strategy has had the most significant update

• While core concepts have largely not been added or changed, they have been made more consistent, complete, correct and concise

• When referring to the concepts for learning or as a practitioner, the new materials should be used because they are more consistent, complete, correct and concise, and because they do include some new processes and concepts that may be useful to practitioners

• ITIL 2011 Edition New Concepts

• Strategy Management for IT Services (New Process)

• Business Relationship Management (New Process)

• Design Coordination (New Process)

• Evaluation renamed Change Evaluation (Renamed Process)

• Continual Service Improvement Register (new Concept)

What we will cover

• What has changed with ITIL® 2011 Edition (publications, glossary, syllabi, sample and actual exams, courses, qualifications, other)?

• Where can I get the ITIL® 2011 Edition publications, new syllabi, sample exams, and change tracking document?

• When are the ITIL® 2011 Edition courses available from Pultorak? Where can I preview the course content?

• Are the ITIL® 2011 Edition exams available? Are the ITIL® Version 3 examinations still available, and if so, for how long?

• Can I still get ITIL® Version 3 courses from Pultorak? Is there a downside to taking ITIL® Version 3 versus ITIL® 2011 Edition courses and exams?

• If I have earned V3 certifications are they still valid, or must they take an ITIL 2011 Edition exam to remain current?

• What is the upside / downside of using ITIL® V3 versus 2011 Edition courseware?

• What are the practical implications of this change for practitioners?

• If I have started my ITIL Expert certification with ITIL V3, can they finish it with ITIL® 2011 Edition courses and examinations?

ITIL® 2011 Edition − What Has Changed: Get the publications, syllabi, sample exams, change tracking document

• Publications and updated 2011 Edition posters – http://shop.pultorak.com

• Syllabi and sample exam papers – http://www.itil-officialsite.com/Qualifications/ITILQualificationScheme.aspx

• Change tracking document • ITIL_UPdate_FAQs_Summer_2011_June11.pdf

• http://www.itil-officialsite.com/nmsruntime/saveasdialog.aspx?lID=1163&sID... – ITIL_2011_Summary_of_Updates.pdf – http://www.itil-

officialsite.com/nmsruntime/saveasdialog.aspx?lID=1193&sID=56 – ITIL eNewsleeter – http://www.itil-

officialsite.com/nmsruntime/saveasdialog.aspx?lID=1196&sID=57 –

http://shop.pultorak.com/

http://www.itil-officialsite.com/Qualifications/ITILQualificationScheme.aspx




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Pultorak-ITIL 2011 Edition Key Facts for Practitioners Final

Documents

earned v3

basic events

upside downside

proactive

change tracking

clarified

itil expert

service management