ITIL - Information Technology Infrastructure Library

**wakin** · July 28th, 2006 10:48 AM

Originally Posted by cardo

Its an industry best practice for service management. madami syang processes. right now we only use a portion of it such as SD, incident management, problem management, change management ... eventually we'd like to have the whole process(of course tailored to how we do business). IMDB and CMDB would be such a great thing to have.

We got our training from HP. Instructor was from NZ but based in Canada. he had this accent hehehe it lasted for 5 days with certification exam on the last day(Thank god for cheatmates! haha!). You get a special pin if you pass hehe. Its abit confusing esp if your company was used to an existing process. You tend to interchange it. but point here is, itil offers the best practice, companies can use this as a template for its business.

something about ITIL and the various processes within. these processes are connected and cycle thru over and over...

Mazda, service desk usually naglog ng problems... so it's like a point where problems/items are entered into a DB... so in a sense SD(service desk) is a part of incident management. Then problems are analyzed/clasified and passed as input to PM, CM etc. basta! dun yun hehe. thats what I get for cheating on exams haha. there are 3 levels of certification Foundation, practitioner and managers cert.

we are currently practicing itil pero not in full scale also. we are using HP service desk for CMDB, service desk (change, master change, workorder and soon incident tickets). what we use now for incident is yung MAGIC by BMC software but will soon be retired. i am currently the 2nd responsible for our asia pac region but have no formal training in itil and they have plans for me of getting certified.

how was the exam? multiple choice ba? pano ba mag cheat?

how much did the training plus examintation costs? me expiry ba yung certification?

**m2's kumander** · July 28th, 2006 10:55 AM

that is the practice as well dun sa dati kong company.
ECCI helped us with that.

**cardo** · July 28th, 2006 11:46 AM

Originally Posted by wakin

how was the exam? multiple choice ba? pano ba mag cheat?
how much did the training plus examintation costs? me expiry ba yung certification?

Exam is proctered by another person who is also ITIL certified, he is local to HP. Impossible to cheat hehe. I was just kidding... Multiple choice. Mix of technical/situational such as definition of terms/processes, which is which, what comes after what, x is part of which process ex. service desk is part of which process? things like that... Unlike PMI(project management cert), there is no expiration or re-certification needed. Atleast thats what I know

Just study the manual and block out any existing practices you've been doing, concentrate mainly on ITIL. you'll be fine. The most difficult thing I experienced is that, our company had existing process which was only defined internally. I always kept interchanging the two

I always think ITIL is wrong bec. were doing this thing already. But its not. Its an industry best practice and does not say what is right or wrong.

**wakin** · July 28th, 2006 12:12 PM

Originally Posted by cardo

Just study the manual and block out any existing practices you've been doing, concentrate mainly on ITIL. you'll be fine. The most difficult thing I experienced is that, our company had existing process which was only defined internally. I always kept interchanging the two

I always think ITIL is wrong bec. were doing this thing already. But its not. Its an industry best practice and does not say what is right or wrong.

As for my case its difficult to concetrate on pure ITIL. Other than ITIL, I do management, 1st level client support, administration and ISO auditing.
I hope i can pass the exam.

good paying job ba to?

**cardo** · July 28th, 2006 01:28 PM

Originally Posted by wakin

good paying job ba to?

hmmm... I cant say anything right now. its part of my job as the company moves towards this process. I guess a big corporation wont invest in this process if it was'nt thinking about the future. Personally I think its a good long term plan to have this, I think any type of education coupled with experience is a long-term strategic investment for yourself. You might not feel its effect in the short-term though. I personally think I can't simply rely on technical know-how nowadays esp companies are continuously stream lining and evaluating resources

I always think I need to have a unique skill such management like you. I mean, there are programmers who are more technical and certified in other parts of the world like china and india, who can work longer and cheaper.

So, if you have the opportunity, grabbed it. It looks good on the resume too hehehe.

**wakin** · July 28th, 2006 02:45 PM

thanks for the info. anyone else who would like to share their experiences in ITIL?

**wakin** · June 8th, 2007 09:03 AM

buhayin ko lang.

i just passed the itil foundation exam conducted by HP singapore. yahoo!
makes me more qualified sa job ko.

anyone else who has taken this exam?

**mhelskie** · June 9th, 2007 02:41 AM

meron na bang nago offer neto sa pinas and magkano po ang course if meron? 1 module lang ba to or does it consist of several modules? our company will be practicing this ITIL thing, and parang maganda ang opportunities.

TIA

**vice** · June 9th, 2007 07:30 AM

Originally Posted by wakin

buhayin ko lang.

i just passed the itil foundation exam conducted by HP singapore. yahoo!
makes me more qualified sa job ko.

anyone else who has taken this exam?

Congratulations! Nakuha mo na ba yung PIN and certificate from EXIN? I've taken that foundations exam 5 years ago. Mas nahirapan ako sa ITIL Problem Management and Change Management Practitioner exam.

Dun sa dati kong work, everyone is required to take the ITIL Foundations Exam on their 1st year on the Job. Magtanong ka sa HP Phils about your next exam/course, kasi if they have the numbers, they can request a trainer to fly in for the training (Actually, internal HP pa lang puno na slots).

**wakin** · June 22nd, 2007 12:58 PM

Originally Posted by vice

Congratulations! Nakuha mo na ba yung PIN and certificate from EXIN? I've taken that foundations exam 5 years ago. Mas nahirapan ako sa ITIL Problem Management and Change Management Practitioner exam.

Dun sa dati kong work, everyone is required to take the ITIL Foundations Exam on their 1st year on the Job. Magtanong ka sa HP Phils about your next exam/course, kasi if they have the numbers, they can request a trainer to fly in for the training (Actually, internal HP pa lang puno na slots).

thank you. yes i have my pin and the certificate from exin. took them 1 month to release the result.
afaik, three levels yung exam. sa hp singapore lang po ako pwedeng kumuha ng exam. ok dun yung instructor, pinoy din. his name is Zaldo. mas maiintindahan mo yung english accent nya.

true, puro taga hp singapore din yung classmate ko.