ITIL V3 Certification

Although developed during the 1980s, ITIL was not widely adopted until the mid 1990s. A new and enhanced glossary has been developed as a key deliverable of the ITIL v3 (also known as the ITIL Refresh Project). ITIL s terminology separates CM. Configuration Management from Change Management and Deployment etc. This typically differs from the more holistic definition that exists within the software community.

Accreditation is governed by the passing of two exams - the Foundation and the Practitioner. Problem management is different from incident management. ITIL V3 Certification Divided into manageable stages, the method enables an efficient control of resources.

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. Undertaking initial tests - Undertaking initial tests typically involves performing some initial testing of procedures before they are finalized.

The consistency that characterized the service support processes is largely missing in the service delivery books.