What is ITIL3 0?

a) Introduce the life cycle.

ITIL V3 introduces the concept of "life cycle". That is, the entire process of IT services from the beginning to the end, including activities such as decision-making, planning, design, development, testing, release, operation, and improvement. With the help of the "life cycle", ITIL V3 organically integrates the various processes in V2, and through the PDCA (Plan, Do, Check, and Action) model, it can be continuously improved in a cyclical manner, so as to keep ITIL alive.

And in ITIL v2. At its core, there is only service support and service delivery, and the modules are relatively isolated from each other and do not have much connection.

b) Increase implementation guidance.

With the introduction of many industry cases, implementation methodologies for small and medium-sized enterprises, and interfaces with other industry standards (e.g., IT governance control frameworks, PMP project management methodology), users can easily implement IT service management in the enterprise.

ITILV2 focuses on implementation and process, while V3 elevates ITIL to the level of enterprise business strategy and biases management. At present, most of the domestic implementation is based on V2. You can go to the ITIL Pioneer Forum to find out more information.

Tsinghua University Press – IT Service Management is based on ITIL's global best practices.

Five books by ITIL.

This set of books contains best practices for IT service management.

I compressed the 10 books into the following.

Part 5: Service Strategy: This book explains how to identify potential market opportunities for new services, and provides methods for service portfolio management and financial management.

Service Design: This book introduces the design of innovative IT service solutions and processes through the development of IT policies, architecture, and documentation, including feasibility management, continuity management, and security management.

Service Transition: This book focuses on broader, longer-term change management, release, and configuration implementation, including change management, release management, configuration management, and service knowledge management.

Service Operation: Part of the book is the same as Service Transformation, focusing on operational services and the delivery process, with core content including application management, problem management, and operations management.

Continual Service Improvement: This book builds on the continuous and repeatable process established in the previous four books, using SLAs to determine how to continuously improve a service. Core content includes service reporting, service evaluation, and service level management.

It is best to find a professional training institution. Recommend a Dalian Tengyi Technology****.

Normally, there is no, the teaching materials provided by APMG are in English, and some training institutions translate into English, but the exam has a Chinese exam, so it is recommended to learn the English form, after all, the translation will be interesting offset. Our company (Stove Chaos Tengyi Technology) provides English materials, Chinese teaching, the exam can be in Chinese and English, our lecturers are professional in ITIL and other aspects of training for many years, very experienced, hidden bend exam pass rate is very high.

Hello, the exam is available in Chinese. The Chinese version of the exam is paper-based and on-site proctoring.

I don't seem to see this, but now that the ITIL standards are all Chinese, it's almost just those few concepts, you can take turns to combine the ITILbase software to learn ITIL-related knowledge, and there should be no problem in passing the exam with the combination of theory and practice.

I hope I can help Kai hold you.

There are already there. I took the exam in Shanghai in November '09 and could choose Chinese or English.

Yes, it is now available on the market.

As a customer service, I am mainly engaged in operation and maintenance services, and I should participate in the ITIL Foundation certification, and it is relatively simple and cheap. But if you want to develop further, you have to get a higher certification ITIL expert, which costs a lot of money, and you can't get it without an estimate of 4-50,000 yuan.

PMP is for project management, and if you have not participated in project management, it is more difficult to take the exam (the official requirement is to have 3 years of project management experience). If you can transfer to the project construction unit of the enterprise first, it is also a good way to do project management.

Can you describe the main content of IT customer service? ITIL is suitable for operation and maintenance services, PMP is suitable for project management, if you often do projects, PMP is very suitable, of course, learning PMP will have logical points, whether you are doing projects or other, its scope is relatively wide;

Jiawei can train ITIL as well as PMP. Their teachers can be connected through their advisors to give you some pointers.

What certificate is more suitable for you, the first step must be to understand what this certificate is used for, promotion or job hopping, PMP is a project management qualification certificate, and now there are more exams, and the certificate with high gold content.