ITIL underwent a major refresh in 2005 and V3 was launched in June 2007. OGC has established a cyclical programme to update its core ITIL guidance which takes into account the latest developments in best practice in IT service management. Between the refresh projects, the ITIL guidance is regularly reviewed for fitness for purpose and is updated in controlled releases.
The Office of Government Commerce (OGC) and The Stationery Office (TSO), the official publisher for the
OGC, are seeking participants for the update of the five core publications (Service Strategy, Service Design,
Service Transition, Service Operation, Continual Service Improvement) and the Introduction to the ITIL Service
Lifecycle. The participants will be of two kinds: Authors who will make any necessary changes to the text, and
Reviewers who will comment on the changes and advise whether drafts are acceptable.
View the Call for Participants.
If you are interested please apply by 26 November 2009, enclosing your proposal, to:
Emily Allison
The Stationery Office
Emily.allison@tso.co.uk
Wednesday, November 4, 2009
Monday, October 19, 2009
Official Accreditor approves Service Catalogue complementary ITIL® V3 Qualification
29th June 2009, High Wycombe, Buckinghamshire, UK…....The Official Accreditor for the ITIL qualification scheme, The APM Group, has endorsed the addition of a new complementary qualification which earns candidates credits in the ITIL V3 qualification scheme.
The Complementary Qualifications Scheme is an initiative run by The APM Group as the OGCs Official Accreditor, in association with itSMFI and its International Qualifications and Certifications Committee (IQC).
The new qualification focuses on the Service Catalogue which looks at new ways to control demand, publish and track service pricing and cost, and automate service request management and fulfilment.
The Service Catalogue qualification was subject to independent review and scrutiny by the IQC and further to endorsement, candidates who gain the qualification will earn 1.5 ITIL V3 credits.
Colin Rudd, itSMFI Director of Professional Qualifications and Certifications said, "The importance of an accurate Service Catalogue cannot be underestimated. Candidates can now gain a recognized qualification in this discipline whilst working towards their ITIL Expert Certification."
Sharon Taylor, ITIL V3 Chief Examiner said, "Qualifications which help further promote specialized knowledge from within ITIL practices will be a welcomed addition to the overall Qualification Scheme. We are pleased to continue to offer more choices for ITIL certification."
The qualification will be developed over the next few months and will be available via organisations accredited through the APMG-International Examination Institute. Further information will be available from APMG-international at forthcoming itSMF events in the US and UK later in the year.
The Complementary Qualifications Scheme is an initiative run by The APM Group as the OGCs Official Accreditor, in association with itSMFI and its International Qualifications and Certifications Committee (IQC).
The new qualification focuses on the Service Catalogue which looks at new ways to control demand, publish and track service pricing and cost, and automate service request management and fulfilment.
The Service Catalogue qualification was subject to independent review and scrutiny by the IQC and further to endorsement, candidates who gain the qualification will earn 1.5 ITIL V3 credits.
Colin Rudd, itSMFI Director of Professional Qualifications and Certifications said, "The importance of an accurate Service Catalogue cannot be underestimated. Candidates can now gain a recognized qualification in this discipline whilst working towards their ITIL Expert Certification."
Sharon Taylor, ITIL V3 Chief Examiner said, "Qualifications which help further promote specialized knowledge from within ITIL practices will be a welcomed addition to the overall Qualification Scheme. We are pleased to continue to offer more choices for ITIL certification."
The qualification will be developed over the next few months and will be available via organisations accredited through the APMG-International Examination Institute. Further information will be available from APMG-international at forthcoming itSMF events in the US and UK later in the year.
Foundation to Expert – ITIL® V3 comes of age
The world's first ISEB ITIL V3 Expert has qualified in the UK.
Paul Jackson, owner of mmXcellence ltd, a service management consultancy based in the Thames Valley is the world's first ISEB candidate to achieve ITIL V3 Expert level who has qualified through the accredited V3 Lifecycle learning route, passing every exam at the first attempt and in just ten weeks!
Richard Pharro, CEO, The APM Group, the ITIL Qualifications Scheme Accreditor, said "We extend our hearty congratulations to Paul Jackson for achieving ITIL Expert status. Achieving this level so rapidly is testament to his knowledge of service management and to his professionalism. We hope others are inspired by his achievement and aspire to do the same."
Paul says: "For me, ITIL, IT Service Management and the drive towards more efficient, effective, transparent IT operations has been the core focus of my working life for a number of years and, for me, achieving this qualification is an important step in progressing my career. I look forward to bringing this knowledge and experience to bear on future projects, and working with our customers to help them achieve their goals."
Paul, who is an extremely experienced consultant delivering IT Service management solutions, gained the qualification after completing an intensive, fast track study program whereby all five ITIL v3 lifecycle courses and the overarching "Managing Across the Lifecycle" course were completed over a ten- week period.
Paul adds: "When I was searching out a training provider I was looking for 3 things; value for money, course availability and reputation. For me, Sysop stood out from the crowd in all three areas, and, as I am not the most patient of people, their "Fast-track to ITIL V3 Expert " offering, whilst being both demanding and challenging, was the only one for me!"
ISEB Accredited Training Provider Sysop, a leading Service Management consultancy and training organisation, became one of the first training organisations in the UK to gain accreditation for all ITIL v3 training materials in August 2009.
Stuart Sawle, MD of Sysop said : "We are very proud of our track record on ITIL v3 qualifications. We were one of the first of the training organisations to gain accreditation for all of the ITIL v3 qualifications and the first to accept a student onto the, very demanding, "Managing across the Lifecycle" course. Paul booked a concentrated programme of training with us and proved to be an exceptional student and a joy to teach. We wish him well in his career and continued success in his business goals with mmXcellence."
Michelle Major-Goldsmith, Head of Training at Sysop said: "This was a real team effort in which Paul played no small part. Each of my team members played a part in delivering the training to Paul and I led him through "Managing across the Lifecycle". I'm so proud of everyone, it's been a demanding schedule: developing the courses to the high professional standard demanded by ISEB; delivering them in the classroom; and refining them to smooth the presentation flow."
For more information, please see the BCS-ISEB website.
Paul Jackson, owner of mmXcellence ltd, a service management consultancy based in the Thames Valley is the world's first ISEB candidate to achieve ITIL V3 Expert level who has qualified through the accredited V3 Lifecycle learning route, passing every exam at the first attempt and in just ten weeks!
Richard Pharro, CEO, The APM Group, the ITIL Qualifications Scheme Accreditor, said "We extend our hearty congratulations to Paul Jackson for achieving ITIL Expert status. Achieving this level so rapidly is testament to his knowledge of service management and to his professionalism. We hope others are inspired by his achievement and aspire to do the same."
Paul says: "For me, ITIL, IT Service Management and the drive towards more efficient, effective, transparent IT operations has been the core focus of my working life for a number of years and, for me, achieving this qualification is an important step in progressing my career. I look forward to bringing this knowledge and experience to bear on future projects, and working with our customers to help them achieve their goals."
Paul, who is an extremely experienced consultant delivering IT Service management solutions, gained the qualification after completing an intensive, fast track study program whereby all five ITIL v3 lifecycle courses and the overarching "Managing Across the Lifecycle" course were completed over a ten- week period.
Paul adds: "When I was searching out a training provider I was looking for 3 things; value for money, course availability and reputation. For me, Sysop stood out from the crowd in all three areas, and, as I am not the most patient of people, their "Fast-track to ITIL V3 Expert " offering, whilst being both demanding and challenging, was the only one for me!"
ISEB Accredited Training Provider Sysop, a leading Service Management consultancy and training organisation, became one of the first training organisations in the UK to gain accreditation for all ITIL v3 training materials in August 2009.
Stuart Sawle, MD of Sysop said : "We are very proud of our track record on ITIL v3 qualifications. We were one of the first of the training organisations to gain accreditation for all of the ITIL v3 qualifications and the first to accept a student onto the, very demanding, "Managing across the Lifecycle" course. Paul booked a concentrated programme of training with us and proved to be an exceptional student and a joy to teach. We wish him well in his career and continued success in his business goals with mmXcellence."
Michelle Major-Goldsmith, Head of Training at Sysop said: "This was a real team effort in which Paul played no small part. Each of my team members played a part in delivering the training to Paul and I led him through "Managing across the Lifecycle". I'm so proud of everyone, it's been a demanding schedule: developing the courses to the high professional standard demanded by ISEB; delivering them in the classroom; and refining them to smooth the presentation flow."
For more information, please see the BCS-ISEB website.
ITIL ATO Sub Group Appointed
Earlier this year, the ITIL Qualifications Board (QB) agreed that in order to approve the engagement and level of consultation the QB has with the ITIL training community, an advisory group comprised of representatives from the ATO community should be established.
It was agreed that this group will undertake the following functions in an advisory role to the QB:-
* Provide a forum to discuss market concerns from an ATO perspective;
* Consider and discuss issues and proposals put forward by the QB;
* Provide valuable input on the risks and impact of proposed QB decisions, to the ATO and End User community;
* Raise concerns or issues to the QB which are of concern to the ATO or end user community.
* Bridge the gap between the QB and the training providers, working together to reflect the views, concerns, and benefits of the training providers, their associates and customer base, and to improve the ITIL market positioning.
The Accreditor is pleased to confirm that the following individuals were formally appointed to the ATO Sub Group in May 2009, and met for the first time with the Accreditor on the 17th and 22nd July 2009: -
It was agreed that this group will undertake the following functions in an advisory role to the QB:-
* Provide a forum to discuss market concerns from an ATO perspective;
* Consider and discuss issues and proposals put forward by the QB;
* Provide valuable input on the risks and impact of proposed QB decisions, to the ATO and End User community;
* Raise concerns or issues to the QB which are of concern to the ATO or end user community.
* Bridge the gap between the QB and the training providers, working together to reflect the views, concerns, and benefits of the training providers, their associates and customer base, and to improve the ITIL market positioning.
The Accreditor is pleased to confirm that the following individuals were formally appointed to the ATO Sub Group in May 2009, and met for the first time with the Accreditor on the 17th and 22nd July 2009: -
Wednesday, September 23, 2009
ITIL® Software Scheme Goes Live at itSMF Fusion in Dallas
The Office of Government Commerce (OGC) and its Accreditor the APM Group have confirmed the ITIL Software scheme is now live.
Speaking at itSMF Fusion, Richard Pharro, CEO, APM Group said: "We are delighted to launch the ITIL software scheme while we are here in Dallas. We can now confirm that we have a second contracted software assessor so the vendor community has choice in having their products assessed. This means we are able to formally launch the scheme as we have met our requirements for a competitive and open market in the delivery of the assessment services."
The new ITIL software endorsement scheme allows software tool vendors to submit their ITIL based software tools for assessment to a Licensed Software Assessor. Successful recommendations entitle tool vendors to use the official Process Compliant ITIL Swirl logo.
Read the full ITIL Software Scheme press release.
For further information on the ITIL Software scheme visit:
http://www.itil-officialsite.com/SoftwareScheme/ITILSoftwareScheme.asp
Speaking at itSMF Fusion, Richard Pharro, CEO, APM Group said: "We are delighted to launch the ITIL software scheme while we are here in Dallas. We can now confirm that we have a second contracted software assessor so the vendor community has choice in having their products assessed. This means we are able to formally launch the scheme as we have met our requirements for a competitive and open market in the delivery of the assessment services."
The new ITIL software endorsement scheme allows software tool vendors to submit their ITIL based software tools for assessment to a Licensed Software Assessor. Successful recommendations entitle tool vendors to use the official Process Compliant ITIL Swirl logo.
Read the full ITIL Software Scheme press release.
For further information on the ITIL Software scheme visit:
http://www.itil-officialsite.com/SoftwareScheme/ITILSoftwareScheme.asp
Thursday, September 17, 2009
Need CISSP Practice Exam Question Developer
Hi everyone,
As part of our expanding service offerings, we are developing a new site which will offer (ISC)2 CISSP practice exams for IT professionals seeking their CISSP certification. If you are CISSP certified and have a flair for developing comprehensive and realistic exam questions, we would like to talk to you.
Earn extra cash on the side and become a part of our fast growing IT certification training company by contacting us at recruiting@ItsmOnlineSolutions.com
We pay top dollar for the right people. Our integrity is our trademark.
Look forward to hearing from the very best (ISC)2 CISSP pros.
Lester Gorveatt
President - ITSM Online Solutions Inc.
P - 1+506.450.4446
E - recruiting@ItsmOnlineSolutions.com
F - 1+506.454.8740
W - www.ItsmOnlneSolutions.com
As part of our expanding service offerings, we are developing a new site which will offer (ISC)2 CISSP practice exams for IT professionals seeking their CISSP certification. If you are CISSP certified and have a flair for developing comprehensive and realistic exam questions, we would like to talk to you.
Earn extra cash on the side and become a part of our fast growing IT certification training company by contacting us at recruiting@ItsmOnlineSolutions.com
We pay top dollar for the right people. Our integrity is our trademark.
Look forward to hearing from the very best (ISC)2 CISSP pros.
Lester Gorveatt
President - ITSM Online Solutions Inc.
P - 1+506.450.4446
E - recruiting@ItsmOnlineSolutions.com
F - 1+506.454.8740
W - www.ItsmOnlneSolutions.com
Wednesday, August 5, 2009
Official ITIL Credit Policy released
A review has recently taken place on the Credit Administration Policy which supports the ITIL V3 Qualifications Scheme. The development of the V3 qualification scheme introduced a modular credit system for each of the 13 ITIL V3 modules that comprise the Scheme. Modules are given a credit value which can be applied towards the ITIL Expert level of ITIL achievement. Candidates meeting the entrance requirements and accumulating a sufficient number of credits (22) can apply for recognition as an ITIL Expert. The official Credit Policy document can be found on the ITIL IT Standard pages of the EXIN Web site.
ITIL exams based on new syllabus
ITIL V3 Foundation and Foundation Bridge exams have undergone a review, the exams based on the new syllabus, version 4, were released at the beginning of July. The new syllabi can be found in the Exam Program on the EXIN Web site. The following languages have been updated and are now available: Chinese, Danish, Dutch, English, French, German, Hungarian, Italian, Japanese, Korean, Polish (pilot), Brazilian Portuguese, European Spanish, and Latin American Spanish.
Wednesday, May 13, 2009
ITIL V3 Qualification Scheme
As of January 2009, the complete set of ITIL V3 Intermediate exams have been released opening up the path towards ITIL Expert for candidates. The Intermediate level consists of the Lifecycle and the Capability streams. The Lifecycle modules focus on a particular phase in the Service Lifecycle, and the Capability modules are based upon particular processes which have been logically grouped together because of their close relationship. EXIN offers these exams worldwide in paper-based or web-based format.
ITIL Expert can be achieved by earning at least 17 credits across a broad range of ITIL qualifications, and participating in the Managing Across the Lifecycle course. Managing Across the Lifecycle can be seen as the ‘glue’ which holds the ITIL modules together. The exam tests a candidate's ability to apply the concepts learnt at the Intermediate level across the whole Service Lifecycle. Read more
Complete details for the ITIL V3 scheme (pdf) are available. An easy-to-use diagram (pdf) can help you visualize the new ITIL V3 scheme.
ITIL Expert can be achieved by earning at least 17 credits across a broad range of ITIL qualifications, and participating in the Managing Across the Lifecycle course. Managing Across the Lifecycle can be seen as the ‘glue’ which holds the ITIL modules together. The exam tests a candidate's ability to apply the concepts learnt at the Intermediate level across the whole Service Lifecycle. Read more
Complete details for the ITIL V3 scheme (pdf) are available. An easy-to-use diagram (pdf) can help you visualize the new ITIL V3 scheme.
Extended Exam offerings through worldwide test centers
The global Testing Centers of both Pearson Vue and Prometric, provide on line testing services for several EXIN Foundation exams (ISO/IEC 20000, ISO/IEC 27000, ITIL, TMap, MOF and SCP) in various languages. The examination process via these Testing Centers, situated all over the world, is fully automated and the candidate will receive the result immediately after having taken the computer based multiple choice examination. Read more about a full overview of the current computer based test offerings by Pearson Vue and Prometric test centers.
Successful ITIL Candidate Register
ITIL® candidates who have passed ITIL® examinations are eligible to join the ITIL® Successful Candidate Register (ISCR) available online through the ITIL® Official Site. This online register lists all candidate names, exams and candidate numbers of the successful candidates for both the ITIL® version 2 and 3 product lines that have chosen to have their exam achievements made available to the public.
ITIL V3 Credit Profiler
The ITIL® Official Site includes a Credit Profiler which will help candidates to navigate the ITIL V3 Qualification Scheme. By entering in the exams you have already completed, you can find out what is needed to reach the ITIL Expert level. Credits can be accumulated by successfully completing a balanced selection of ITIL® V3 exams, or through a combination of version 2 and version 3 exams. A minimum of 22 credits is needed to achieve Expert certification in IT Service Management.
A review has recently taken place (April 2009) on the Credit Administration Policy for ITIL V3. Following the full release of the Intermediate qualifications, and the completion of the core modules in the ITIL V3 Scheme, the existing credit policy was reviewed to ensure that it enables candidates to make the most of their current certifications and to offer more concise guidance on the potential certification options.
A review has recently taken place (April 2009) on the Credit Administration Policy for ITIL V3. Following the full release of the Intermediate qualifications, and the completion of the core modules in the ITIL V3 Scheme, the existing credit policy was reviewed to ensure that it enables candidates to make the most of their current certifications and to offer more concise guidance on the potential certification options.
Saturday, May 9, 2009
New Credit Administration Policy for the ITIL V3 Scheme
A review has recently taken place (April 2009) on the Credit Administration Policy which supports the ITIL V3 Qualifications Scheme.
Following the full release of the Intermediate qualifications, and the completion of the core modules in the V3 Scheme, the existing credit policy was reviewed to ensure that it enables candidates to make the most of their current certifications and knowledge base, and to offer clearer, more concise guidance on the potential certification options and routes available to them through the scheme.
Following the full release of the Intermediate qualifications, and the completion of the core modules in the V3 Scheme, the existing credit policy was reviewed to ensure that it enables candidates to make the most of their current certifications and knowledge base, and to offer clearer, more concise guidance on the potential certification options and routes available to them through the scheme.
ITIL Software Scheme - Operational Pilot Launch
Introducing the ITIL® Software Scheme
1st May 2009, High Wycombe, Buckinghamshire, UK... The Office of Government Commerce (OGC) are announcing The ITIL® Software Scheme - a new software endorsement scheme which allows software tool vendors to submit their ITIL based software tools for assessment to a Licensed Software Assessor. Successful recommendations entitle tool vendors to use the official Process Compliant ITIL Swirl logo.
Richard Pharro, CEO, The APM Group, which is administering the scheme, said, "The scheme allows consumers to buy and use ITIL based software tools with confidence, knowing the software has been reviewed for compliance with ITIL V3. This gives consumers usability assurance and software vendors the ability to show compliance with ITIL processes."
Software Tool Vendors
OGC's ITIL Software Scheme enables tool vendors to apply to Licensed Software Assessors for a recommendation on the software tool. Software tools are assessed on three levels. These are:
BRONZE: where the tool has not been purchased by a customer;
SILVER: where the tool has at least three customers who have deployed the product;
GOLD: where the tool has a least three customers that have implemented and are using the tool. Proof of customer implementation is required.
1st May 2009, High Wycombe, Buckinghamshire, UK... The Office of Government Commerce (OGC) are announcing The ITIL® Software Scheme - a new software endorsement scheme which allows software tool vendors to submit their ITIL based software tools for assessment to a Licensed Software Assessor. Successful recommendations entitle tool vendors to use the official Process Compliant ITIL Swirl logo.
Richard Pharro, CEO, The APM Group, which is administering the scheme, said, "The scheme allows consumers to buy and use ITIL based software tools with confidence, knowing the software has been reviewed for compliance with ITIL V3. This gives consumers usability assurance and software vendors the ability to show compliance with ITIL processes."
Software Tool Vendors
OGC's ITIL Software Scheme enables tool vendors to apply to Licensed Software Assessors for a recommendation on the software tool. Software tools are assessed on three levels. These are:
BRONZE: where the tool has not been purchased by a customer;
SILVER: where the tool has at least three customers who have deployed the product;
GOLD: where the tool has a least three customers that have implemented and are using the tool. Proof of customer implementation is required.
Friday, April 10, 2009
ITIL Qualifications and Badges
Organisations are looking for ways of identifying individuals' competence in a formal and standard manner - this is particularly true for large multi-national organisations but applies to companies of all sizes.
One such way is through professional and recognised qualifications.
The Information Systems Examination Board (ISEB) and EXIN currently offers Professional qualifications based on the philosophy and content of ITIL. The ISEB is a wholly owned subsidiary of the British Computer Society (BCS), and Stichting EXIN is the Netherlands Examination Institute.
The ITIL qualifications provided take the form of the:
* Foundation Certificate - an entry-level qualification gained by taking a short multiple-choice exam, usually at the end of a 3-day course
* Practitioners Certificates - for specific disciplines, gained through passing in-course assessments and a case-study based multiple-choice exam
* Managers Certificate - requiring the passing of 2 three-hour written exam papers taken after attendance on an accredited 10 day training program.
Both examining organisations offer directly equivalent certificates, in a number of languages and in many countries across the world. Each organisation has accredited a number of training organisations to deliver appropriate courses leading to the above qualifications.
An Examination Management Board comprising of representatives from the Office of Government and Commerce (OGC), IT Service Management Forum (itSMF) and the examining boards oversee the continuous development of the qualifications and ensure consistency is maintained. Work is in progress to accredit bodies elsewhere in the world to offer equivalent qualifications.
Badges
It has been a well-known tradition for years that passing an ITIL-exam does not only result in a certificate, but is also accompanied by the presentation of a badge courtesy of the itSMF. This distinguishing badge is in the form of the internationally recognised ITIL-logo and exists in three colours:
* green, accompanying the Foundation Certificate
Green Foundation Certificate
* blue, accompanying the Practitioner's Certificate
Blue Practitioners Certificate
* red, accompanying the Manager's Certificate
Red Managers Certificate
The exact meaning of the symbolism is unclear, but veterans asked for their opinion, seem to remember that the 12 bars symbolise the coherence of the IT Infrastructure, grouped around one central point: Service. The four fields thus symbolise the four important groups of subjects in ITIL.
At the moment they are:
- Service Support and Delivery
- IT Management
- Infrastructure Management
- Application Management
Further Exam Information & Hints and Tips
- Foundation Exam
The Foundation exam is made up of 40 multiple-choice questions covering all ITIL disciplines and the pass mark is 26.
When answering the questions, one or two of the four or five are usually very wrong so they can be eliminated. Another answer may relate to a separate ITIL discipline leaving the choice of two. If your still unsure, with the two remaining answers go with your gut feel. This course lasts for three days and can be residential depending upon the Training Company and location.
- Practitioners Exam
The Practitioners exam is for specific disciplines, gained through passing in-course assessments and a case study based multiple-choice exam, which is scheduled to last approximately two hours. There are new practitioner courses being added to training companies portfolios for example Capacity Management is a relatively new course.
This course lasts for three days and can be residential depending upon the Training Company and location.
- Managers Exam
There is a pre-requisite to taking this exam in that candidates must have passed the Foundation and/or Practitioners exam first. Also it is recommended that candidates have a minimum of 5 years IT experience although people have passed this exam having spent less time in IT.
The course is held over two separate weeks. The first week is usually Service Delivery then one month later the Service Support. These weeks are both residential which enable the delegates to interact with each other, share practical experiences and also take advantage of the Lecturers theoretical and hands on knowledge. Most of the Training Companies provide a revision day approximately two weeks before the exam.
The overall exam is made up of two 3 hour exams, the first exam being Service Support and the second Service Delivery. One exam is taken in the afternoon and the second exam the following morning. There are five questions per exam and all questions must be answered unlike previous exams where you could choose 5 from 8. In order to get a Distinction the candidate must achieve 65% or over on both papers.
The exams require a lot of concentration and they are tough on the wrists especially if you haven't attempted a 3 hour exam recently!
When answering the questions, remember to read the question carefully, there are no marks for answering the question well but it not relating to the actual question. This will bring your mark down significantly. Also you will receive higher marks if you relate your practical experiences to the questions. This demonstrates a good understanding of the theory but also shows hands on knowledge.
One such way is through professional and recognised qualifications.
The Information Systems Examination Board (ISEB) and EXIN currently offers Professional qualifications based on the philosophy and content of ITIL. The ISEB is a wholly owned subsidiary of the British Computer Society (BCS), and Stichting EXIN is the Netherlands Examination Institute.
The ITIL qualifications provided take the form of the:
* Foundation Certificate - an entry-level qualification gained by taking a short multiple-choice exam, usually at the end of a 3-day course
* Practitioners Certificates - for specific disciplines, gained through passing in-course assessments and a case-study based multiple-choice exam
* Managers Certificate - requiring the passing of 2 three-hour written exam papers taken after attendance on an accredited 10 day training program.
Both examining organisations offer directly equivalent certificates, in a number of languages and in many countries across the world. Each organisation has accredited a number of training organisations to deliver appropriate courses leading to the above qualifications.
An Examination Management Board comprising of representatives from the Office of Government and Commerce (OGC), IT Service Management Forum (itSMF) and the examining boards oversee the continuous development of the qualifications and ensure consistency is maintained. Work is in progress to accredit bodies elsewhere in the world to offer equivalent qualifications.
Badges
It has been a well-known tradition for years that passing an ITIL-exam does not only result in a certificate, but is also accompanied by the presentation of a badge courtesy of the itSMF. This distinguishing badge is in the form of the internationally recognised ITIL-logo and exists in three colours:
* green, accompanying the Foundation Certificate
Green Foundation Certificate
* blue, accompanying the Practitioner's Certificate
Blue Practitioners Certificate
* red, accompanying the Manager's Certificate
Red Managers Certificate
The exact meaning of the symbolism is unclear, but veterans asked for their opinion, seem to remember that the 12 bars symbolise the coherence of the IT Infrastructure, grouped around one central point: Service. The four fields thus symbolise the four important groups of subjects in ITIL.
At the moment they are:
- Service Support and Delivery
- IT Management
- Infrastructure Management
- Application Management
Further Exam Information & Hints and Tips
- Foundation Exam
The Foundation exam is made up of 40 multiple-choice questions covering all ITIL disciplines and the pass mark is 26.
When answering the questions, one or two of the four or five are usually very wrong so they can be eliminated. Another answer may relate to a separate ITIL discipline leaving the choice of two. If your still unsure, with the two remaining answers go with your gut feel. This course lasts for three days and can be residential depending upon the Training Company and location.
- Practitioners Exam
The Practitioners exam is for specific disciplines, gained through passing in-course assessments and a case study based multiple-choice exam, which is scheduled to last approximately two hours. There are new practitioner courses being added to training companies portfolios for example Capacity Management is a relatively new course.
This course lasts for three days and can be residential depending upon the Training Company and location.
- Managers Exam
There is a pre-requisite to taking this exam in that candidates must have passed the Foundation and/or Practitioners exam first. Also it is recommended that candidates have a minimum of 5 years IT experience although people have passed this exam having spent less time in IT.
The course is held over two separate weeks. The first week is usually Service Delivery then one month later the Service Support. These weeks are both residential which enable the delegates to interact with each other, share practical experiences and also take advantage of the Lecturers theoretical and hands on knowledge. Most of the Training Companies provide a revision day approximately two weeks before the exam.
The overall exam is made up of two 3 hour exams, the first exam being Service Support and the second Service Delivery. One exam is taken in the afternoon and the second exam the following morning. There are five questions per exam and all questions must be answered unlike previous exams where you could choose 5 from 8. In order to get a Distinction the candidate must achieve 65% or over on both papers.
The exams require a lot of concentration and they are tough on the wrists especially if you haven't attempted a 3 hour exam recently!
When answering the questions, remember to read the question carefully, there are no marks for answering the question well but it not relating to the actual question. This will bring your mark down significantly. Also you will receive higher marks if you relate your practical experiences to the questions. This demonstrates a good understanding of the theory but also shows hands on knowledge.
ITIL v3 Capability Stream Operational Support and Analysis Certificate
Target Audience
The target group of the ITIL Version 3 Intermediate Qualification: Operational Support and Analysis Certificate is:
* Individuals who have attained the ITIL Version 3 Foundation certificate in Service Management, or the ITIL Version 2 Foundation plus the ITIL Version 3 Foundation Bridge certificate and who wish to advance to higher level ITIL certifications
* Individuals who require an in-depth understanding of ITIL Certificate in Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
* IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing Service Improvement Program
* Operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management.
This may include but is not limited to, IT professionals, business managers and business process owners.
Qualification Level: Intermediate
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
* Service Management as a Practice
* Service Operation Principals
* Processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis
* Specific emphasis on the Service Operation Lifecycle processes and roles included in:
o Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
o Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels
o Request Fulfillment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
o Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented
o Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users
* Operational activities of processes covered in other Lifecycle phases such as:
o Change Management
o Service Asset and Configuration Management
o Release and Deployment Management
o Capacity Management
o Availability Management
o Knowledge Management
o Financial Management for IT services
o IT Service Continuity Management
* Common Service Operation activities related to Service Operation and Support
* Organizing for Service Operation which describe functions to be performed within the Service
* Operation and Support such as Service Desk, Technical Management, IT Operations Management, Application Management
* Service Operations and Support Service Operation roles and responsibilities
* Technology and Implementation Considerations
* Challenges, Critical Success Factors and risks.
Prerequisites: Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the Version 3 Foundation or Version 2 Foundation plus Bridge Certificate).
Examination Format: Multiple Choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Delivery: Online or Paper Based Examination through an Accredited Training Organization
Exam Duration: Maximum ninety minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of one hundred and twenty minutes and are allowed to use a dictionary)
Open/Closed Book: Closed Book.
The target group of the ITIL Version 3 Intermediate Qualification: Operational Support and Analysis Certificate is:
* Individuals who have attained the ITIL Version 3 Foundation certificate in Service Management, or the ITIL Version 2 Foundation plus the ITIL Version 3 Foundation Bridge certificate and who wish to advance to higher level ITIL certifications
* Individuals who require an in-depth understanding of ITIL Certificate in Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
* IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing Service Improvement Program
* Operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management.
This may include but is not limited to, IT professionals, business managers and business process owners.
Qualification Level: Intermediate
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
* Service Management as a Practice
* Service Operation Principals
* Processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis
* Specific emphasis on the Service Operation Lifecycle processes and roles included in:
o Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
o Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels
o Request Fulfillment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
o Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented
o Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users
* Operational activities of processes covered in other Lifecycle phases such as:
o Change Management
o Service Asset and Configuration Management
o Release and Deployment Management
o Capacity Management
o Availability Management
o Knowledge Management
o Financial Management for IT services
o IT Service Continuity Management
* Common Service Operation activities related to Service Operation and Support
* Organizing for Service Operation which describe functions to be performed within the Service
* Operation and Support such as Service Desk, Technical Management, IT Operations Management, Application Management
* Service Operations and Support Service Operation roles and responsibilities
* Technology and Implementation Considerations
* Challenges, Critical Success Factors and risks.
Prerequisites: Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the Version 3 Foundation or Version 2 Foundation plus Bridge Certificate).
Examination Format: Multiple Choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Delivery: Online or Paper Based Examination through an Accredited Training Organization
Exam Duration: Maximum ninety minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of one hundred and twenty minutes and are allowed to use a dictionary)
Open/Closed Book: Closed Book.
ITIL v3 Capability Stream - Service Offerings and Agreements Certificate
Target Audience
The target group of the ITIL Certificate in Service Offerings and Agreements is:
* Individuals who have attained the V3 ITIL Foundation certificate in Service Management, or the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL certifications
* Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organisation
* IT professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme
* Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities.
Qualification Level: Intermediate
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
* Service Management as a Practice
* Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum
* Service Portfolio Management which provides documentation for services and prospective services in business terms
* Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint
* Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
* Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented
* Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management
* Financial Management which includes ensuring understanding of the service value and the management of all financial considerations
* Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs
* Operational activities of processes covered in other Lifecycle phases such as Incident and Change Management
* Common Service Operation activities related to Service Offerings and Agreement
* Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement
* Service Offerings and Agreement roles and responsibilities
* Technology and Implementation Considerations
* Challenges, Critical Success Factors and risks
* CSI as a consequence of effective Service Offerings and Agreement.
Prerequisites: Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)
Examination Format: Multiple Choice
Number of Questions: 8
Pass Score: 28/40 or 70%
Delivery: Online or Paper Based Examination through an Accredited Training Organisation
Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
Open/Closed Book: Closed Book.
The target group of the ITIL Certificate in Service Offerings and Agreements is:
* Individuals who have attained the V3 ITIL Foundation certificate in Service Management, or the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL certifications
* Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organisation
* IT professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme
* Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities.
Qualification Level: Intermediate
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
* Service Management as a Practice
* Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum
* Service Portfolio Management which provides documentation for services and prospective services in business terms
* Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint
* Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
* Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented
* Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management
* Financial Management which includes ensuring understanding of the service value and the management of all financial considerations
* Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs
* Operational activities of processes covered in other Lifecycle phases such as Incident and Change Management
* Common Service Operation activities related to Service Offerings and Agreement
* Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement
* Service Offerings and Agreement roles and responsibilities
* Technology and Implementation Considerations
* Challenges, Critical Success Factors and risks
* CSI as a consequence of effective Service Offerings and Agreement.
Prerequisites: Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)
Examination Format: Multiple Choice
Number of Questions: 8
Pass Score: 28/40 or 70%
Delivery: Online or Paper Based Examination through an Accredited Training Organisation
Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
Open/Closed Book: Closed Book.
ITIL v3 Capability Stream Release, Control and Validation Certificate
Target Audience
The target group of the ITIL Version 3 Intermediate Qualification: Release, Control and Validation is:
* Individuals who have attained the ITIL Version 3 Foundation certificate in Service Management, or the ITIL Version 2 Foundation plus the ITIL Version 3 Foundation Bridge certificate and who wish to advance to higher level ITIL certifications
* Individuals who require an in-depth understanding of ITIL Certificate in Release, Control and Validation processes and how it may be used to enhance the quality of IT service support within an organization
* IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement program
* Operational staff involved in Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Service Evaluation and Knowledge Management, who wish to enhance their role-based capabilities.
This may include but is not limited to, IT professionals, business managers and business process owners.
Qualification Level: Intermediate
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
* Service Management as a Practice
* Processes across the Service Lifecycle pertaining to the capability of Release, Control and Validation management
* Change management as a capability to realize successful service transition
* Service validation and testing as a capability to assure the integrity and the quality of service transition
* Service asset and configuration management as a capability to monitor the state of service transition
* Knowledge management as part of enhancing the on-going management decision support and service delivery capability
* Service request fulfillment and evaluation to assure meeting committed service level performance
* Common Service Operation activities for supporting the service management Lifecycle
* Release Control and Validation process roles and responsibilities
* Technology and Implementation Considerations
* Challenges, Critical Success Factors and risks.
And specifically in the following key ITIL process and role areas:
* Change management
* Service release and deployment management
* Service validation and testing
* Service asset and configuration management
* Knowledge management
* Request fulfillment
* Service Evaluation
Prerequisites: Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the Version 3 Foundation or Version 2 Foundation plus Bridge Certificate)
Examination Format: Multiple Choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Delivery: Online or Paper Based Examination through an Accredited Training Organization
Exam Duration: Maximum ninety minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of one hundred and twenty minutes and are allowed to use a dictionary)
Open/Closed Book: Closed Book.
The target group of the ITIL Version 3 Intermediate Qualification: Release, Control and Validation is:
* Individuals who have attained the ITIL Version 3 Foundation certificate in Service Management, or the ITIL Version 2 Foundation plus the ITIL Version 3 Foundation Bridge certificate and who wish to advance to higher level ITIL certifications
* Individuals who require an in-depth understanding of ITIL Certificate in Release, Control and Validation processes and how it may be used to enhance the quality of IT service support within an organization
* IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement program
* Operational staff involved in Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Service Evaluation and Knowledge Management, who wish to enhance their role-based capabilities.
This may include but is not limited to, IT professionals, business managers and business process owners.
Qualification Level: Intermediate
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
* Service Management as a Practice
* Processes across the Service Lifecycle pertaining to the capability of Release, Control and Validation management
* Change management as a capability to realize successful service transition
* Service validation and testing as a capability to assure the integrity and the quality of service transition
* Service asset and configuration management as a capability to monitor the state of service transition
* Knowledge management as part of enhancing the on-going management decision support and service delivery capability
* Service request fulfillment and evaluation to assure meeting committed service level performance
* Common Service Operation activities for supporting the service management Lifecycle
* Release Control and Validation process roles and responsibilities
* Technology and Implementation Considerations
* Challenges, Critical Success Factors and risks.
And specifically in the following key ITIL process and role areas:
* Change management
* Service release and deployment management
* Service validation and testing
* Service asset and configuration management
* Knowledge management
* Request fulfillment
* Service Evaluation
Prerequisites: Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the Version 3 Foundation or Version 2 Foundation plus Bridge Certificate)
Examination Format: Multiple Choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Delivery: Online or Paper Based Examination through an Accredited Training Organization
Exam Duration: Maximum ninety minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of one hundred and twenty minutes and are allowed to use a dictionary)
Open/Closed Book: Closed Book.
ITIL v3 Capability Stream Planning, Protection and Optimization Certificate
Target Audience
The target group of the ITIL Version 3 Certificate in Planning, Protection and Optimization is:
* Individuals who have attained the ITIL Version 3 Foundation certificate in Service Management, or the ITIL Version 3 Foundation Bridge certificate and who wish to advance to higher level ITIL certifications
* Individuals who require an in-depth understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization
* IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing Service Improvement Program
* Operational staff involved in Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Demand Management, Risk Management, who wish to enhance their role-based capabilities.
This may include but is not limited to, IT professionals, business managers and business process owners.
Qualification Level: Intermediate
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
* Service Management as a Practice
* Processes across the Service Lifecycle pertaining to the practice elements within Planning, Protection and Optimization
* Capacity Management as a capability to realize successful service design
* Availability Management as a capability to realize successful service design
* IT Service Continuity Management as a capability to support overall Business Continuity Management
* Information security management as part of the overall corporate governance framework
* Planning, Protection and Optimization roles and responsibilities
* Technology and Implementation Considerations
* Challenges, Critical Success Factors and risks.
And specifically in the following key ITIL process and role areas
* Capacity Management
* Availability Management
* IT Service Continuity Management
* Information Security Management
* Demand Management
* Challenges, Critical Success Factors and Risk Management for Service Planning, Protection and Optimization.
Prerequisites: Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the Version 3 Foundation or Version 2 Foundation plus Bridge Certificate), which shall be presented as documentary evidence to gain admission.
Examination Format: Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%.
Delivery: Online or Paper Based Examination through an Accredited Training Organization.
Exam Duration: Maximum ninety minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of one hundred and twenty minutes and are allowed to use a dictionary).
Open/Closed Book: Closed Book
The target group of the ITIL Version 3 Certificate in Planning, Protection and Optimization is:
* Individuals who have attained the ITIL Version 3 Foundation certificate in Service Management, or the ITIL Version 3 Foundation Bridge certificate and who wish to advance to higher level ITIL certifications
* Individuals who require an in-depth understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization
* IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing Service Improvement Program
* Operational staff involved in Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Demand Management, Risk Management, who wish to enhance their role-based capabilities.
This may include but is not limited to, IT professionals, business managers and business process owners.
Qualification Level: Intermediate
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
* Service Management as a Practice
* Processes across the Service Lifecycle pertaining to the practice elements within Planning, Protection and Optimization
* Capacity Management as a capability to realize successful service design
* Availability Management as a capability to realize successful service design
* IT Service Continuity Management as a capability to support overall Business Continuity Management
* Information security management as part of the overall corporate governance framework
* Planning, Protection and Optimization roles and responsibilities
* Technology and Implementation Considerations
* Challenges, Critical Success Factors and risks.
And specifically in the following key ITIL process and role areas
* Capacity Management
* Availability Management
* IT Service Continuity Management
* Information Security Management
* Demand Management
* Challenges, Critical Success Factors and Risk Management for Service Planning, Protection and Optimization.
Prerequisites: Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the Version 3 Foundation or Version 2 Foundation plus Bridge Certificate), which shall be presented as documentary evidence to gain admission.
Examination Format: Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%.
Delivery: Online or Paper Based Examination through an Accredited Training Organization.
Exam Duration: Maximum ninety minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of one hundred and twenty minutes and are allowed to use a dictionary).
Open/Closed Book: Closed Book
ITIL v3 Lifecycle stream - Service Strategy Certificate
Target Audience
The main target group for the ITIL Version 3 Intermediate Qualification: Service Strategy Certificate includes but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of strategizing activities within the Service Lifecycle.
Qualification Level: Intermediate (Lifecycle stream)
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
* Service Strategy Principles
* Defining services and market spaces
* Conducting Strategic Assessments
* Financial Management
* Service Portfolio Management
* Managing demand
* Driving strategy through the Service Lifecycle
* Understanding Critical Success Factors and risks.
In addition the training for this certification should include examination preparation, including a mock examination opportunity.
Prerequisites: Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the Version 3 Foundation or Version 2 Foundation plus Bridge Certificate), which shall be presented as documentary evidence to gain admission.
Examination Format: Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%.
Delivery: Online or Paper Based Examination through an Accredited Training Organization.
Exam Duration: Maximum ninety minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of one hundred and twenty minutes and are allowed to use a dictionary).
Open/Closed Book: Closed Book
The main target group for the ITIL Version 3 Intermediate Qualification: Service Strategy Certificate includes but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of strategizing activities within the Service Lifecycle.
Qualification Level: Intermediate (Lifecycle stream)
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
* Service Strategy Principles
* Defining services and market spaces
* Conducting Strategic Assessments
* Financial Management
* Service Portfolio Management
* Managing demand
* Driving strategy through the Service Lifecycle
* Understanding Critical Success Factors and risks.
In addition the training for this certification should include examination preparation, including a mock examination opportunity.
Prerequisites: Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the Version 3 Foundation or Version 2 Foundation plus Bridge Certificate), which shall be presented as documentary evidence to gain admission.
Examination Format: Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%.
Delivery: Online or Paper Based Examination through an Accredited Training Organization.
Exam Duration: Maximum ninety minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of one hundred and twenty minutes and are allowed to use a dictionary).
Open/Closed Book: Closed Book
ITIL v3 Lifecycle stream: Service Design Certificate
Target Audience
The main target group for the ITIL Version 3 Intermediate Qualification: Service Design Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of design activities within the Service Lifecycle.
Qualification Level: Intermediate
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
* Management and control of all Service Design activities
* Management and application of Service Design concepts, inputs, outputs and activities
* Knowledge of Service Design principles and management of Service Design processes
* Control and coordination of Service Design technology related activities
* Justification and control of the organizational and technological issues on Service Design
* Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks.
Prerequisites: ITIL Foundation Certificate in IT Service Management (the Version 3 Foundation or Version 2 Foundation plus Bridge Certificate, )
Examination Format: Multiple Choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Delivery: Online or Paper Based Examination through an Accredited Training Organization
Exam Duration: Maximum ninety minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of one hundred and twenty minutes and are allowed to use a dictionary)
Open/Closed Book: Closed Book.
The main target group for the ITIL Version 3 Intermediate Qualification: Service Design Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of design activities within the Service Lifecycle.
Qualification Level: Intermediate
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
* Management and control of all Service Design activities
* Management and application of Service Design concepts, inputs, outputs and activities
* Knowledge of Service Design principles and management of Service Design processes
* Control and coordination of Service Design technology related activities
* Justification and control of the organizational and technological issues on Service Design
* Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks.
Prerequisites: ITIL Foundation Certificate in IT Service Management (the Version 3 Foundation or Version 2 Foundation plus Bridge Certificate, )
Examination Format: Multiple Choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Delivery: Online or Paper Based Examination through an Accredited Training Organization
Exam Duration: Maximum ninety minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of one hundred and twenty minutes and are allowed to use a dictionary)
Open/Closed Book: Closed Book.
ITIL v3 Lifecycle stream - Service Transition Certificate
Target Audience
The main target group for the ITIL Version 3 Intermediate Qualification: Service Transition Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.
Qualification Level: Intermediate
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
* Introduction to Service Transition
* Service Transition Principles
* Management and control of all Service Transition activities
* Service Transition related activities around communications, commitment and organizational change
* Organizing Service Transition
* Control and coordination of Service Transition technology related activities
* Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks.
Prerequisites: Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the Version 3 Foundation or Version 2 Foundation plus Bridge Certificate)
Examination Format: Multiple Choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Delivery: Online or Paper Based Examination through an Accredited Training Organisation
Exam Duration: Maximum ninety minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of one hundred and twenty minutes and are allowed to use a dictionary)
Open/Closed Book: Closed Book.
The main target group for the ITIL Version 3 Intermediate Qualification: Service Transition Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.
Qualification Level: Intermediate
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
* Introduction to Service Transition
* Service Transition Principles
* Management and control of all Service Transition activities
* Service Transition related activities around communications, commitment and organizational change
* Organizing Service Transition
* Control and coordination of Service Transition technology related activities
* Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks.
Prerequisites: Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the Version 3 Foundation or Version 2 Foundation plus Bridge Certificate)
Examination Format: Multiple Choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Delivery: Online or Paper Based Examination through an Accredited Training Organisation
Exam Duration: Maximum ninety minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of one hundred and twenty minutes and are allowed to use a dictionary)
Open/Closed Book: Closed Book.
ITIL v3 Lifecycle stream - Service Operation Certificate
Target Audience
The main target group for the ITIL Version 3 Intermediate Qualification: Service Operation Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle.
Qualification Level: Intermediate (Lifecycle stream)
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
* Introduction to Service Operation
* Service Operations Principals
* Service Operation Processes
* Common Service Operation Activities
* Organizing Service Operation: Functions
* Technology Considerations
* Implementation Considerations
* Challenges, Critical Success Factors and Risks.
Prerequisites: Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the Version 3 Foundation or Version 2 Foundation plus Bridge Certificate), which shall be presented as documentary evidence to gain admission.
Examination Format: Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%.
Delivery: Online or Paper Based Examination through an Accredited Training Organization.
Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
Open/Closed Book: Closed Book.
The main target group for the ITIL Version 3 Intermediate Qualification: Service Operation Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle.
Qualification Level: Intermediate (Lifecycle stream)
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
* Introduction to Service Operation
* Service Operations Principals
* Service Operation Processes
* Common Service Operation Activities
* Organizing Service Operation: Functions
* Technology Considerations
* Implementation Considerations
* Challenges, Critical Success Factors and Risks.
Prerequisites: Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the Version 3 Foundation or Version 2 Foundation plus Bridge Certificate), which shall be presented as documentary evidence to gain admission.
Examination Format: Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%.
Delivery: Online or Paper Based Examination through an Accredited Training Organization.
Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
Open/Closed Book: Closed Book.
ITIL v3 Lifecycle stream - Continual Service Improvement Certificate
Target Audience
The main target group for the ITIL Intermediate Qualification: Continual Service Improvement Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.
Qualification Level: Intermediate (Lifecycle stream)
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
* Introduction to Continual Service Improvement
* Continual Service Improvement Principles
* Continual Service Improvement Process
* Continual Service Improvement Methods and Techniques
* Organisation for Continual Service Improvement
* Technology for Continual Service Improvement
* Implementation Considerations
* Critical success factors and risks.
In addition the training for this certification should include examination preparation, including a mock examination opportunity.
Prerequisites: Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the Version 3 Foundation or Version 2 Foundation plus Bridge Certificate).
Examination Format: Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%.
Delivery: Online or Paper Based Examination through an Accredited Training Organisation.
Exam Duration: Maximum ninety minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of one hundred and twenty minutes and are allowed to use a dictionary), which shall be presented as documentary evidence to gain admission.
Open/Closed Book: Closed Book
The main target group for the ITIL Intermediate Qualification: Continual Service Improvement Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.
Qualification Level: Intermediate (Lifecycle stream)
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
* Introduction to Continual Service Improvement
* Continual Service Improvement Principles
* Continual Service Improvement Process
* Continual Service Improvement Methods and Techniques
* Organisation for Continual Service Improvement
* Technology for Continual Service Improvement
* Implementation Considerations
* Critical success factors and risks.
In addition the training for this certification should include examination preparation, including a mock examination opportunity.
Prerequisites: Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the Version 3 Foundation or Version 2 Foundation plus Bridge Certificate).
Examination Format: Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%.
Delivery: Online or Paper Based Examination through an Accredited Training Organisation.
Exam Duration: Maximum ninety minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of one hundred and twenty minutes and are allowed to use a dictionary), which shall be presented as documentary evidence to gain admission.
Open/Closed Book: Closed Book
ITIL Examination Languages
The ITIL Examinations have been translated into a variety of languages, reflecting the international coverage of the ITIL framework. The language options available for ITIL exam papers are detailed below:
ITIL Version 2
V2 Foundation - International English, US English, German, French, Spanish (EU and Latin American), Arabic, Brazilian Portuguese, Danish, Dutch, Chinese Mandarin, Italian, Japanese, Russian, Brazilian Portuguese, Swedish, Korean.
V2 Practitioner (Clustered and Single process exams) - English, Dutch, German, Spanish (European), French, Japanese, Chinese Mandarin.
V2 Managers - International English, US English, Italian, Spanish (EU and Latin American), Chinese, German, Russian, Japanese, Dutch, French, Brazilian Portuguese.
ITIL Version 3
V3 Foundation - English, French, German, Danish, European Spanish, Japanese.
Translation of the Foundation and the Foundation Bridge examination is also underway in the following languages - Latin American Spanish, Brazilian Portuguese, Italian, Dutch, Swedish, Korean, Hungarian.
V3 Managers Bridge
Translation of the ITIL V3 Managers Bridge examination is underway in the following languages: French and German.
ITIL Version 2
V2 Foundation - International English, US English, German, French, Spanish (EU and Latin American), Arabic, Brazilian Portuguese, Danish, Dutch, Chinese Mandarin, Italian, Japanese, Russian, Brazilian Portuguese, Swedish, Korean.
V2 Practitioner (Clustered and Single process exams) - English, Dutch, German, Spanish (European), French, Japanese, Chinese Mandarin.
V2 Managers - International English, US English, Italian, Spanish (EU and Latin American), Chinese, German, Russian, Japanese, Dutch, French, Brazilian Portuguese.
ITIL Version 3
V3 Foundation - English, French, German, Danish, European Spanish, Japanese.
Translation of the Foundation and the Foundation Bridge examination is also underway in the following languages - Latin American Spanish, Brazilian Portuguese, Italian, Dutch, Swedish, Korean, Hungarian.
V3 Managers Bridge
Translation of the ITIL V3 Managers Bridge examination is underway in the following languages: French and German.
Wednesday, April 8, 2009
The ITIL V3 Bridging Course Syllabus
The official ITIL accreditors APM Group have published the syllabus for:
The ITIL V3 Bridging Course Syllabus: ITIL V2 Manager to ITIL V3 Diploma
This qualification will bridge the gap between the ITIL Manager's Certificate in IT Service Management and the ITIL Diploma in IT Service Management. This course is only intended for those holding a valid ITIL Manager's Certificate in IT Service Management based ITIL versions 1 and 2.
Students wishing to progress to the Advanced ITIL Diploma in IT Service Management must provide documentary evidence of attaining this qualification (and the earlier Manager's Certificate) before being allow to progress to the Advanced Diploma level.
Target Group
The target group of the ITIL Bridge Qualification: ITIL V1/V2 Managers to ITIL V3 Diploma
Individuals who already hold the Manager's Certificate in IT Service Management at an earlier ITIL version, who wish to obtain the ITIL Diploma in IT Service Management, thereby demonstrating their knowledge of ITIL V3
This may include but is not limited to, CIOs, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Operation practitioners
Entry Criteria
This qualification is only available to candidates who already hold the Manager's Certificate in IT Service Management. The examination has been written on the basis that in preparing for the examination all candidates will have attended an accredited training course and will have read the ITIL Service Lifecycle Practices core guidance which includes:
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Introduction to the Service Lifecycle (Optional but recommended)
The ITIL V3 Bridging Course Syllabus: ITIL V2 Manager to ITIL V3 Diploma
This qualification will bridge the gap between the ITIL Manager's Certificate in IT Service Management and the ITIL Diploma in IT Service Management. This course is only intended for those holding a valid ITIL Manager's Certificate in IT Service Management based ITIL versions 1 and 2.
Students wishing to progress to the Advanced ITIL Diploma in IT Service Management must provide documentary evidence of attaining this qualification (and the earlier Manager's Certificate) before being allow to progress to the Advanced Diploma level.
Target Group
The target group of the ITIL Bridge Qualification: ITIL V1/V2 Managers to ITIL V3 Diploma
Individuals who already hold the Manager's Certificate in IT Service Management at an earlier ITIL version, who wish to obtain the ITIL Diploma in IT Service Management, thereby demonstrating their knowledge of ITIL V3
This may include but is not limited to, CIOs, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Operation practitioners
Entry Criteria
This qualification is only available to candidates who already hold the Manager's Certificate in IT Service Management. The examination has been written on the basis that in preparing for the examination all candidates will have attended an accredited training course and will have read the ITIL Service Lifecycle Practices core guidance which includes:
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Introduction to the Service Lifecycle (Optional but recommended)
Saturday, April 4, 2009
CSME Gains ITIL EI Status
1st April 2008, High Wycombe, Buckinghamshire, UK…. The APM Group, which is responsible for the ITIL Accreditation and Qualification scheme, has announced that CSME has become an accredited Examination Institute (EI).
CSME has been providing ITIL Certification Services to the US for the past seven years. It sought accreditation as an ITIL EI from The APM Group after careful consideration on how best to service the US market.
Ian Daykin, CEO, CSME said, "CSME has always been committed to delivering the highest level of customer service to both the Accredited Training Organizations (ATOs) it supports and their customers. CSME has brought many service level innovations to the US market including integrated paper and online-based exams, guaranteed twenty-four hour results, and detailed result reporting to candidates. Now CSME is a fully Accredited Examination Institute and has a vote on the Qualification Board, we will be in an even better position to represent the needs of the US ITIL Market."
Richard Pharro, CEO, APM Group, said: "We'd like to extend a warm welcome to CSME as they take their place on the ITIL Qualification Board. Their commitment to excellence, along with innovative services that benefit their candidates means it's a place that is well-deserved. We look forward to establishing a close working partnership as ITIL qualifications continue to be taken up around the world by candidates who want proof of their professionalism."
Daykin reported that since becoming the Official ITIL Accreditor, The APM Group has provided a very stable and consistent environment for ITIL in support of the creation of the Accreditor role, and the roll-out of ITIL Version 3.
"The initial discussions with The APM Group in 2006 told us they would be an outstanding organization to work with, and as we completed the accreditation process we are absolutely convinced we were right, as the level of service and support has been nothing short of outstanding," Daykin said.
"CSME is the benefactor of having been able to work with all the ITIL founding parties over the years, and will continue to benefit as a peer with them going forward as an Accredited ITIL Examination Institute. We look forward to working with the US ATO's and ITIL user communities, and their affiliates around the globe," he said.
CSME has been providing ITIL Certification Services to the US for the past seven years. It sought accreditation as an ITIL EI from The APM Group after careful consideration on how best to service the US market.
Ian Daykin, CEO, CSME said, "CSME has always been committed to delivering the highest level of customer service to both the Accredited Training Organizations (ATOs) it supports and their customers. CSME has brought many service level innovations to the US market including integrated paper and online-based exams, guaranteed twenty-four hour results, and detailed result reporting to candidates. Now CSME is a fully Accredited Examination Institute and has a vote on the Qualification Board, we will be in an even better position to represent the needs of the US ITIL Market."
Richard Pharro, CEO, APM Group, said: "We'd like to extend a warm welcome to CSME as they take their place on the ITIL Qualification Board. Their commitment to excellence, along with innovative services that benefit their candidates means it's a place that is well-deserved. We look forward to establishing a close working partnership as ITIL qualifications continue to be taken up around the world by candidates who want proof of their professionalism."
Daykin reported that since becoming the Official ITIL Accreditor, The APM Group has provided a very stable and consistent environment for ITIL in support of the creation of the Accreditor role, and the roll-out of ITIL Version 3.
"The initial discussions with The APM Group in 2006 told us they would be an outstanding organization to work with, and as we completed the accreditation process we are absolutely convinced we were right, as the level of service and support has been nothing short of outstanding," Daykin said.
"CSME is the benefactor of having been able to work with all the ITIL founding parties over the years, and will continue to benefit as a peer with them going forward as an Accredited ITIL Examination Institute. We look forward to working with the US ATO's and ITIL user communities, and their affiliates around the globe," he said.
Saturday, March 28, 2009
About the ITIL v3 Foundation Exam
The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for Service Management. The ITIL Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL practices for Service Management without further guidance. Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.
Target group
The target group of the ITIL Foundation certificate in IT Service Management is drawn from:
* Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organisation.
* IT professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme. This may include but is not limited to, IT professionals, business managers and business process owners.
Context
Exam candidates who have completed their ITIL V3 Foundation exam can continue into EXIN’s broad IT Service Management certification program.
Prerequisites
None
Exam requirements
The candidate understands and knows the Basic Concepts used in the literature.
To access V3 Glossaries in all available languages click on the link below.
www.best-management-practice.com
The exam requirements are developed by APMG. EXIN is not responsible for these requirements.
* Service Management as a practice:
Candidates need to be able to define Service and to comprehend and explain the concept of Service Management as a practice.
* The Service Lifecycle:
Candidates need to understand the Service Lifecycle and explain the objectives and business value for each phase in the lifecycle.
* Generic concepts and definitions:
Candidates need to comprehend and articulate some of the key terminology and explain the key concepts of Service Management.
* Key Principles and Models:
Candidates need to comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management.
* Processes:
Candidates need to understand how the Service Management processes contribute to the Service Lifecycle, to explain the high level objectives, scope, basic concepts, activities, key metrics (KPI’s), roles and challenges for five of the core processes and to state the objectives, some of the basic concepts and roles for fifteen of the remaining processes.
* Functions:
Candidates need to be able to explain the role, objectives, organizational structures, staffing and metrics of the Service Desk function and to state the role, objectives and overlap of three other functions.
* Roles:
Candidates need to account for the role and, be aware of the responsibilities of some of the key roles in Service Management and recognize a number of the remaining roles described in other Learning Units.
* Technology & Architecture:
The candidate needs to list some generic requirements for an integrated set of Service Management Technology and understand how Service Automation assists with integrating Service Management processes
* ITIL Qualification scheme:
Candidates should understand the ITIL Qualification scheme, distinguish between the purposes of the two intermediate streams, mention the included certificates and diplomas, and understand the different options for further training.
In-course assessment / Practical assignment
Not applicable.
Time allotted for examination
60 minutes
Examination type
Computer-based or paper-based multiple-choice.
Examination details
Number of questions : 40
Pass mark : 65% (26 out of 40)
Open book : no
Electronic equipment permitted : no
Target group
The target group of the ITIL Foundation certificate in IT Service Management is drawn from:
* Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organisation.
* IT professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme. This may include but is not limited to, IT professionals, business managers and business process owners.
Context
Exam candidates who have completed their ITIL V3 Foundation exam can continue into EXIN’s broad IT Service Management certification program.
Prerequisites
None
Exam requirements
The candidate understands and knows the Basic Concepts used in the literature.
To access V3 Glossaries in all available languages click on the link below.
www.best-management-practice.com
The exam requirements are developed by APMG. EXIN is not responsible for these requirements.
* Service Management as a practice:
Candidates need to be able to define Service and to comprehend and explain the concept of Service Management as a practice.
* The Service Lifecycle:
Candidates need to understand the Service Lifecycle and explain the objectives and business value for each phase in the lifecycle.
* Generic concepts and definitions:
Candidates need to comprehend and articulate some of the key terminology and explain the key concepts of Service Management.
* Key Principles and Models:
Candidates need to comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management.
* Processes:
Candidates need to understand how the Service Management processes contribute to the Service Lifecycle, to explain the high level objectives, scope, basic concepts, activities, key metrics (KPI’s), roles and challenges for five of the core processes and to state the objectives, some of the basic concepts and roles for fifteen of the remaining processes.
* Functions:
Candidates need to be able to explain the role, objectives, organizational structures, staffing and metrics of the Service Desk function and to state the role, objectives and overlap of three other functions.
* Roles:
Candidates need to account for the role and, be aware of the responsibilities of some of the key roles in Service Management and recognize a number of the remaining roles described in other Learning Units.
* Technology & Architecture:
The candidate needs to list some generic requirements for an integrated set of Service Management Technology and understand how Service Automation assists with integrating Service Management processes
* ITIL Qualification scheme:
Candidates should understand the ITIL Qualification scheme, distinguish between the purposes of the two intermediate streams, mention the included certificates and diplomas, and understand the different options for further training.
In-course assessment / Practical assignment
Not applicable.
Time allotted for examination
60 minutes
Examination type
Computer-based or paper-based multiple-choice.
Examination details
Number of questions : 40
Pass mark : 65% (26 out of 40)
Open book : no
Electronic equipment permitted : no
ITSM Online Training - ITIL Practice Exams
Lester Gorveatt is a true e-entrepreneur.
The founder of ITSM On-line Solutions, Lester’s business model is fast, requires little capital and leverages his expertise.
And within a year he’s established a global reach with Fredericton-based ITSM On-line Solutions providing specialized IT training to the world.
Opened in January 2008, ITSM On-line Solutions launched its first service offering within four months and immediately began generating revenue. The revenue has grown month over month with 90 per cent coming from outside of Canada.
New service offerings have continually been added.
Customers from across Europe, Asia and North America are coming to ITSM On-line Solutions to prepare for the IT service management ITIL exams. Through the website, IT professionals can demo the practice test, and purchase 30 or 60 day access to practice the ITIL v3 Foundation exam.
IT Service Management (ITSM) is a discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business. The Information Technology Infrastructure Library (ITIL) is a customizable ITSM. Since the mid 1990s, ITIL has been generally considered a de facto international standard for IT Service Management. [extracted from Wikipedia.com]
The tests include tutorial explanations for all answers and references to other materials, such as the five core ITIL v3 volumes and APMG and OGC accredited study guides.
With years of technical architecture experience, Lester specializes in ITIL implementations – especially to achieve centralized management of remote sites. Lester knew the challenges and cost of keeping up his ITIL certifications and knew the explosive world-wide growth in this popular framework. In response, he developed this high value, low-cost service.
In the process of marketing of ITSM Online Solutions, Lester has learned a new expertise: Search Engine Optimization.
To see how successful he’s applied that expertise, just google any standard ITIL term such as EXO-101, BHO-006, ITIL v3 test, ITIL exam – you’ll see ITSM Online Solutions at or near the top of the results.
Lester has big plans for ITSM Online Solutions. Preparation exams are now available for all the foundation ITIL exams. The launch of 9 intermediate ITIL exams is planned for April 2009. Expansion plans for Project Management Professional (PMP) and Certified Information Systems Security Professional (CISSP) are underway.
The founder of ITSM On-line Solutions, Lester’s business model is fast, requires little capital and leverages his expertise.
And within a year he’s established a global reach with Fredericton-based ITSM On-line Solutions providing specialized IT training to the world.
Opened in January 2008, ITSM On-line Solutions launched its first service offering within four months and immediately began generating revenue. The revenue has grown month over month with 90 per cent coming from outside of Canada.
New service offerings have continually been added.
Customers from across Europe, Asia and North America are coming to ITSM On-line Solutions to prepare for the IT service management ITIL exams. Through the website, IT professionals can demo the practice test, and purchase 30 or 60 day access to practice the ITIL v3 Foundation exam.
IT Service Management (ITSM) is a discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business. The Information Technology Infrastructure Library (ITIL) is a customizable ITSM. Since the mid 1990s, ITIL has been generally considered a de facto international standard for IT Service Management. [extracted from Wikipedia.com]
The tests include tutorial explanations for all answers and references to other materials, such as the five core ITIL v3 volumes and APMG and OGC accredited study guides.
With years of technical architecture experience, Lester specializes in ITIL implementations – especially to achieve centralized management of remote sites. Lester knew the challenges and cost of keeping up his ITIL certifications and knew the explosive world-wide growth in this popular framework. In response, he developed this high value, low-cost service.
In the process of marketing of ITSM Online Solutions, Lester has learned a new expertise: Search Engine Optimization.
To see how successful he’s applied that expertise, just google any standard ITIL term such as EXO-101, BHO-006, ITIL v3 test, ITIL exam – you’ll see ITSM Online Solutions at or near the top of the results.
Lester has big plans for ITSM Online Solutions. Preparation exams are now available for all the foundation ITIL exams. The launch of 9 intermediate ITIL exams is planned for April 2009. Expansion plans for Project Management Professional (PMP) and Certified Information Systems Security Professional (CISSP) are underway.
Friday, March 27, 2009
600 ITIL v3 Foundation Sample Questions Online
With over 600 professional sample questions, our ITIL Foundation practice exams give you a good impression of what to expect during the official certification exam and form excellent preparation. Free Demo at ItsmOnline Solutions.com
For Immediate Release:
United States of America (Press Release) February 16, 2009 --
Our company, ITSM Online Solutions Inc., is dedicated to helping IT Service Management and Project Management professionals like you, achieve your professional certifications. Our professionally prepared ITIL v3 exam preparation questions are authored by certified and experienced ITIL v3 experts. Our current offering of new online ITIL v3 Foundation practice exams consist of over 400 ITIL Foundation sample questions based on the official ITIL v3 Foundation course syllabus.
Through our website, you can take a demo of the practice test, and purchase 60 day access to the practice test of the ITIL v3 Foundation exam. Our tests don’t just help you study what you already know; you learn the material, with tutorial explanations for all answers as well as direction to reference materials like the five core ITIL v3 Lifecycle volumes, and other APMG and OGC, accredited study guides for ITIL v3 Foundation certification.
ITSM Online Solutions looks forward to helping Service Management professionals like you develop your career and achieve your ITSM and Project Management certifications
. You will learn quickly with our Learning Mode practice exams and accurately test your knowledge with our Exam Mode practice exams. Pass the EXIN (EXO-101) or ISEB (BHO-006) ITIL v3 exams on your first try!
And remember, before making the investment in our 60-day online practice exam session, you can try our free demo exams. Our industry certified ITIL v3 experts are ready to help you jump start your certification preparation. You can pass your official ITIL v3 exam and achieve certification within your 60 day subscription period. We guarantee it!
For more information:
www.ItsmOnlineSolutions.com
For Immediate Release:
United States of America (Press Release) February 16, 2009 --
Our company, ITSM Online Solutions Inc., is dedicated to helping IT Service Management and Project Management professionals like you, achieve your professional certifications. Our professionally prepared ITIL v3 exam preparation questions are authored by certified and experienced ITIL v3 experts. Our current offering of new online ITIL v3 Foundation practice exams consist of over 400 ITIL Foundation sample questions based on the official ITIL v3 Foundation course syllabus.
Through our website, you can take a demo of the practice test, and purchase 60 day access to the practice test of the ITIL v3 Foundation exam. Our tests don’t just help you study what you already know; you learn the material, with tutorial explanations for all answers as well as direction to reference materials like the five core ITIL v3 Lifecycle volumes, and other APMG and OGC, accredited study guides for ITIL v3 Foundation certification.
ITSM Online Solutions looks forward to helping Service Management professionals like you develop your career and achieve your ITSM and Project Management certifications
. You will learn quickly with our Learning Mode practice exams and accurately test your knowledge with our Exam Mode practice exams. Pass the EXIN (EXO-101) or ISEB (BHO-006) ITIL v3 exams on your first try!
And remember, before making the investment in our 60-day online practice exam session, you can try our free demo exams. Our industry certified ITIL v3 experts are ready to help you jump start your certification preparation. You can pass your official ITIL v3 exam and achieve certification within your 60 day subscription period. We guarantee it!
For more information:
www.ItsmOnlineSolutions.com
ITIL V3 Qualification Scheme
The ITIL Qualification Scheme uses a system that enables an individual to gain credits for each exam they take. For a full, definitive explanation of the Version 3 qualification scheme and credit system, please download the ITIL Service Management Practices V3 Qualifications Scheme Brochure (pdf).
ITIL V3 Qualification SchemeOnce candidates have accumulated a sufficient number of credits they can be awarded the ITIL Expert in IT Service Management.
There are four levels within the scheme:
* Foundation Level
* Intermediate Level (Lifecycle Stream & Capability Stream)
* ITIL Expert
* ITIL Master.
The diagram to the right shows the structure of qualifications within the Version 3 scheme. Click the image to enlarge.
Please click on the relevant links below to view the various V3 syllabuses.
Foundation Level
The Foundation Level focuses on knowledge and comprehension to provide a good grounding in the key concept, terminology and processes of ITIL.
View the Interim Foundation Course Syllabus.
View the Foundation Bridging Course Syllabus.
Learn about the new ITIL V3 Foundation and Foundation Bridge Syllabuses which will be live from 01 May 2009.
Foundation Examination Languages
The ITIL V3 Foundation and Foundation Bridge examinations are now available in the following languages:
* English
* French
* Danish
* German
* European Spanish
* Latin American Spanish
* Japanese
* Italian
Translation and piloting of the Foundation and the Foundation Bridge examination is also underway in the following languages:
* Brazilian Portuguese
* Dutch
* Swedish
* Korean
* Hungarian
* Polish
* Chinese
* Arabic
For information regarding their availability, please contact your Accredited Training Organisation (ATO) or one of the Examination Institutes.
Intermediate Level
There are two streams in the Intermediate level. Both assess an individual's ability to analyse and apply the concepts of ITIL. Candidates are able to take units from either of the Intermediate streams, to gain credits towards the Expert Level.
Intermediate Lifecycle Stream - this stream includes 5 individual certificates built around the five core OGC titles, as follows:
* Service Strategy
* Service Design
* Service Transition
* Service Operation, and
* Continual Service Improvement.
The focus of these modules is on the introduction and implementation of the specific Lifecycle phase, and coverage of the principles, processes and related activities.
Intermediate Capability Stream - this stream includes 4 individual certificates loosely based on the V2 Clustered Practitioner qualifications, but broader in scope in line with the updated V3 content, focussing on detailed process implementation and management within cluster groupings:
* Operational Support and Analysis (OS&A). Subjects covered inc. Event, Incident, Request, Problem, Access, Service Desk, Technical, IT Ops and Application Management
* Service Offerings and Agreements (SO&A). Subjects covered inc. Portfolio, Service Level, Service Catalogue, Demand, Supplier and Financial Management
* Release, Control and Validation (RC&V). Subjects covered inc. Change, Release & Deployment, Validation & Testing, Service Asset & Configuration, Knowledge, Request Management and Service Evaluation
* Planning, Protection and Optimization (PP&O). Subjects covered inc. Capacity, Availability, Continuity, Security, Demand and Risk Management.
ITIL Expert
To achieve the ITIL Expert in IT Service Management, candidates must successfully complete a number of Intermediate units in addition to the mandatory Foundation Level and the Managing Across the Lifecycle capstone course. This course brings together the full essence of a Lifecycle approach to Service Management, and consolidates the knowledge gained across the qualification scheme.
ITIL Master
This level of the qualification will assess an individual's ability to apply and analyse the ITIL concepts in new areas. This higher level qualification is currently under development.
In May 2008 the ITIL Qualifications Board released a statement on the V3 scheme, confirming release dates for the exams.
Managers Bridge
The ITIL Managers Bridge certification is aimed at individuals who already hold the Manager's Certificate in IT Service Management at an earlier ITIL version, who wish to obtain the ITIL Expert in IT Service Management, thereby demonstrating their knowledge of ITIL V3.
View the ITIL V3 Managers Bridge Syllabus.
The ITIL V3 Managers Bridge examination is now available in the following languages:
* English
* German
Translation and piloting of the ITIL V3 Managers Bridge examination is also underway in the following languages:
* Japanese
* French
For information regarding their availability, please contact your Accredited Training Organisation (ATO) or one of the Examination Institutes.
Translated Glossaries
For more information or copies of the latest translated V3 glossaries, please visit the Best Management Practice website.
The ITIL V3 Credit System and The Relationship Between V3 and V2
Find out more about the ITIL V3 Credit System and The Relationship Between V3 & V2.
Find out more about the ITIL V2 Qualification Scheme.
ITIL V3 Qualification SchemeOnce candidates have accumulated a sufficient number of credits they can be awarded the ITIL Expert in IT Service Management.
There are four levels within the scheme:
* Foundation Level
* Intermediate Level (Lifecycle Stream & Capability Stream)
* ITIL Expert
* ITIL Master.
The diagram to the right shows the structure of qualifications within the Version 3 scheme. Click the image to enlarge.
Please click on the relevant links below to view the various V3 syllabuses.
Foundation Level
The Foundation Level focuses on knowledge and comprehension to provide a good grounding in the key concept, terminology and processes of ITIL.
View the Interim Foundation Course Syllabus.
View the Foundation Bridging Course Syllabus.
Learn about the new ITIL V3 Foundation and Foundation Bridge Syllabuses which will be live from 01 May 2009.
Foundation Examination Languages
The ITIL V3 Foundation and Foundation Bridge examinations are now available in the following languages:
* English
* French
* Danish
* German
* European Spanish
* Latin American Spanish
* Japanese
* Italian
Translation and piloting of the Foundation and the Foundation Bridge examination is also underway in the following languages:
* Brazilian Portuguese
* Dutch
* Swedish
* Korean
* Hungarian
* Polish
* Chinese
* Arabic
For information regarding their availability, please contact your Accredited Training Organisation (ATO) or one of the Examination Institutes.
Intermediate Level
There are two streams in the Intermediate level. Both assess an individual's ability to analyse and apply the concepts of ITIL. Candidates are able to take units from either of the Intermediate streams, to gain credits towards the Expert Level.
Intermediate Lifecycle Stream - this stream includes 5 individual certificates built around the five core OGC titles, as follows:
* Service Strategy
* Service Design
* Service Transition
* Service Operation, and
* Continual Service Improvement.
The focus of these modules is on the introduction and implementation of the specific Lifecycle phase, and coverage of the principles, processes and related activities.
Intermediate Capability Stream - this stream includes 4 individual certificates loosely based on the V2 Clustered Practitioner qualifications, but broader in scope in line with the updated V3 content, focussing on detailed process implementation and management within cluster groupings:
* Operational Support and Analysis (OS&A). Subjects covered inc. Event, Incident, Request, Problem, Access, Service Desk, Technical, IT Ops and Application Management
* Service Offerings and Agreements (SO&A). Subjects covered inc. Portfolio, Service Level, Service Catalogue, Demand, Supplier and Financial Management
* Release, Control and Validation (RC&V). Subjects covered inc. Change, Release & Deployment, Validation & Testing, Service Asset & Configuration, Knowledge, Request Management and Service Evaluation
* Planning, Protection and Optimization (PP&O). Subjects covered inc. Capacity, Availability, Continuity, Security, Demand and Risk Management.
ITIL Expert
To achieve the ITIL Expert in IT Service Management, candidates must successfully complete a number of Intermediate units in addition to the mandatory Foundation Level and the Managing Across the Lifecycle capstone course. This course brings together the full essence of a Lifecycle approach to Service Management, and consolidates the knowledge gained across the qualification scheme.
ITIL Master
This level of the qualification will assess an individual's ability to apply and analyse the ITIL concepts in new areas. This higher level qualification is currently under development.
In May 2008 the ITIL Qualifications Board released a statement on the V3 scheme, confirming release dates for the exams.
Managers Bridge
The ITIL Managers Bridge certification is aimed at individuals who already hold the Manager's Certificate in IT Service Management at an earlier ITIL version, who wish to obtain the ITIL Expert in IT Service Management, thereby demonstrating their knowledge of ITIL V3.
View the ITIL V3 Managers Bridge Syllabus.
The ITIL V3 Managers Bridge examination is now available in the following languages:
* English
* German
Translation and piloting of the ITIL V3 Managers Bridge examination is also underway in the following languages:
* Japanese
* French
For information regarding their availability, please contact your Accredited Training Organisation (ATO) or one of the Examination Institutes.
Translated Glossaries
For more information or copies of the latest translated V3 glossaries, please visit the Best Management Practice website.
The ITIL V3 Credit System and The Relationship Between V3 and V2
Find out more about the ITIL V3 Credit System and The Relationship Between V3 & V2.
Find out more about the ITIL V2 Qualification Scheme.
ITIL Service Manamgment
ITIL is the most widely accepted approach to IT service management in the world. Providing a cohesive set of best practice guidance drawn from the public and private sectors across the world, it has recently undergone a major and important refresh project.
IT Service Management (ITSM) derives enormous benefits from a best practice approach. Because ITSM is driven both by technology and the huge range of organisational environments in which it operates, it is in a state of constant evolution. Best practice, based on expert advice and input from ITIL users is both current and practical, combining the latest thinking with sound, common sense guidance.
ITIL: Overview and Benefits
ITIL provides a systematic and professional approach to the management of IT service provision. Adopting its guidance offers users a huge range of benefits that include:
* reduced costs;
* improved IT services through the use of proven best practice processes;
* improved customer satisfaction through a more professional approach to service delivery;
* standards and guidance;
* improved productivity;
* improved use of skills and experience; and
* improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements.
ITIL Users
ITIL has been adopted by hundreds of organisations worldwide. These include:
* Microsoft
* IBM
* Barclays Bank
* HSBC
* Guinness
* Procter & Gamble
* British Airways
* Ministry of Defence
* Hewlett Packard
IT Service Management (ITSM) derives enormous benefits from a best practice approach. Because ITSM is driven both by technology and the huge range of organisational environments in which it operates, it is in a state of constant evolution. Best practice, based on expert advice and input from ITIL users is both current and practical, combining the latest thinking with sound, common sense guidance.
ITIL: Overview and Benefits
ITIL provides a systematic and professional approach to the management of IT service provision. Adopting its guidance offers users a huge range of benefits that include:
* reduced costs;
* improved IT services through the use of proven best practice processes;
* improved customer satisfaction through a more professional approach to service delivery;
* standards and guidance;
* improved productivity;
* improved use of skills and experience; and
* improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements.
ITIL Users
ITIL has been adopted by hundreds of organisations worldwide. These include:
* Microsoft
* IBM
* Barclays Bank
* HSBC
* Guinness
* Procter & Gamble
* British Airways
* Ministry of Defence
* Hewlett Packard
New ITIL Software Scheme
The ITIL Software Scheme is a new software endorsement scheme approved by the OGC. The scheme will allow software tool vendors to submit their ITIL based software tools for assessment to a Licensed Assessor. Successful recommendations will entitle tool vendors to use the official Process Compliant ITIL Swirl logo.
The scheme allows consumers to buy and use ITIL based software tools with confidence knowing that the software tool has been reviewed for compliance with the ITIL brand. This gives consumers assurance on the level of usability and tool vendors an opportunity to illustrate compliance with the ITIL processes.
The scheme is currently in development and is not due to be released until April 2009. If you require further information at this stage please contact servicedesk@apmgroup.co.uk.
The scheme allows consumers to buy and use ITIL based software tools with confidence knowing that the software tool has been reviewed for compliance with the ITIL brand. This gives consumers assurance on the level of usability and tool vendors an opportunity to illustrate compliance with the ITIL processes.
The scheme is currently in development and is not due to be released until April 2009. If you require further information at this stage please contact servicedesk@apmgroup.co.uk.
ITIL V3 Managers Bridge Exam in Japanese
EXIN, the Examination Institute for Information Science, continues to play a significant role in the translation of the new ITIL V3 Qualification Scheme as the first Japanese Manager's Bridge exams enter the pilot phase in March 2009. This pilot will be the next step in a year-long project to translate the core ITIL V3 examinations into the Japanese language. For the translation of the ITIL V3 Foundation, Foundation Bridge and the Manager's Bridge exam in Japanese, EXIN has enlisted its network of EXIN Experts to contribute to a quality translation of the examinations. The ITIL V3 Manager's Bridge exam is available for candidates who are already certified for ITIL Service Manager or for candidates who have earned at least 12 credits based on Practitioner certificates.
Pilot testing
In a partnership with The APM Group that began in February 2008 with the production of the translations for ITIL V3 Foundation and Foundation Bridge, EXIN Japan has recently completed the translations for the ITIL V3 Manager's Bridge examination questions, based on the Japanese version 3 glossary. After the review of the exams by external experts who are members of the Japanese EXIN QA Panel, the exams will now be made available to the Accredited Examination Institutes. The APM Group, as the official owner of the new exams, will officially approve the exam material after a pilot period. These pilot sessions are scheduled to begin by the end of March 2009.
Localization expertise
Translation of independent certifications has long been a unique service provided by EXIN. EXIN has several regional offices across the world and a network of qualified experts who are experienced IT professionals as well as language specialists in far-reaching languages such as Arabic, Chinese and all of the most common Western languages. EXIN currently provides ITIL exams for ITIL V2 in more than ten languages.
EXIN Japan, with the help of its external experts in the IT Service Management field, was able to customize the current V2 exams in IT Service Management to the requirements imposed by the Japanese market on IT professionals, regarding both content and language. Localizing the new ITIL V3 examinations on all levels into the Japanese language was the logical next step.
Mr. Yasuo Naruse, itSMF Japan Qualification Director/Fujitsu Limited:
"It is needless to say that localization is important for ITIL to be disseminated further in Japan and produce an effect in the IT operations environment. I appreciate the introduction of the Japanese pilot exam for the Manager level, in addition to the Foundation Bridge exam in Japanese which was localized last year. I expect this to contribute to the development of personnel at higher levels, which will be necessary for promotion of ITIL V3. itSMF Japan would like to work together with EXIN Japan for localization of qualification programs, as well as to continue to localize ITIL V3 publications into Japanese."
Pilot testing
In a partnership with The APM Group that began in February 2008 with the production of the translations for ITIL V3 Foundation and Foundation Bridge, EXIN Japan has recently completed the translations for the ITIL V3 Manager's Bridge examination questions, based on the Japanese version 3 glossary. After the review of the exams by external experts who are members of the Japanese EXIN QA Panel, the exams will now be made available to the Accredited Examination Institutes. The APM Group, as the official owner of the new exams, will officially approve the exam material after a pilot period. These pilot sessions are scheduled to begin by the end of March 2009.
Localization expertise
Translation of independent certifications has long been a unique service provided by EXIN. EXIN has several regional offices across the world and a network of qualified experts who are experienced IT professionals as well as language specialists in far-reaching languages such as Arabic, Chinese and all of the most common Western languages. EXIN currently provides ITIL exams for ITIL V2 in more than ten languages.
EXIN Japan, with the help of its external experts in the IT Service Management field, was able to customize the current V2 exams in IT Service Management to the requirements imposed by the Japanese market on IT professionals, regarding both content and language. Localizing the new ITIL V3 examinations on all levels into the Japanese language was the logical next step.
Mr. Yasuo Naruse, itSMF Japan Qualification Director/Fujitsu Limited:
"It is needless to say that localization is important for ITIL to be disseminated further in Japan and produce an effect in the IT operations environment. I appreciate the introduction of the Japanese pilot exam for the Manager level, in addition to the Foundation Bridge exam in Japanese which was localized last year. I expect this to contribute to the development of personnel at higher levels, which will be necessary for promotion of ITIL V3. itSMF Japan would like to work together with EXIN Japan for localization of qualification programs, as well as to continue to localize ITIL V3 publications into Japanese."
Friday, March 6, 2009
New Accredited ITIL Exam Institute: TÜV SÜD
5 March 2009, High Wycombe, Buckinghamshire…… TÜV SÜD Akademie, based in Germany, has become an APM Group certified ITIL® Examination Institute. The APM Group's role as OGC's official accreditor for the ITIL Qualification scheme allows it to license Examination Institutes to administer ITIL qualification and accreditation activities.
Renate Eberle, Head of the Certification Body for Persons said: "TÜV SÜD Akademie has been well known in IT Service Management and especially in ITIL certification for many years. ITSM stakeholders in Germany appreciate that TÜV SÜD Akademie has become an active partner on the Examination and Qualification Board at the Official Accreditor APM Group. TÜV SÜD Akademie is committed to customers by providing state of the art service, examination management on a high level and together with its partners assures high quality translations into German within ITIL® V3 scheme. Based on these competencies, TÜV SÜD is striving to expand towards an even greater and strategically appropriate international customer base."
Richard Pharro, CEO, The APM Group, said, "We're pleased to recognize TÜV SÜD as an APM Group accredited Examination Institute. Their reputation for delivering high quality training and examinations will help German speaking candidates progress through the ITIL V3 Qualification Scheme."
Renate Eberle, Head of the Certification Body for Persons said: "TÜV SÜD Akademie has been well known in IT Service Management and especially in ITIL certification for many years. ITSM stakeholders in Germany appreciate that TÜV SÜD Akademie has become an active partner on the Examination and Qualification Board at the Official Accreditor APM Group. TÜV SÜD Akademie is committed to customers by providing state of the art service, examination management on a high level and together with its partners assures high quality translations into German within ITIL® V3 scheme. Based on these competencies, TÜV SÜD is striving to expand towards an even greater and strategically appropriate international customer base."
Richard Pharro, CEO, The APM Group, said, "We're pleased to recognize TÜV SÜD as an APM Group accredited Examination Institute. Their reputation for delivering high quality training and examinations will help German speaking candidates progress through the ITIL V3 Qualification Scheme."
Monday, February 23, 2009
ITIL Certification
The ITIL Qualification Scheme uses a system that enables an individual to gain credits for each exam they take. For a full, definitive explanation of the Version 3 qualification scheme and credit system, please download the ITIL Service Management Practices V3 Qualifications Scheme Brochure (pdf).
Once candidates have accumulated a sufficient number of credits they can be awarded the ITIL Expert in IT Service Management.
There are four levels within the scheme:
Foundation Level
Intermediate Level (Lifecycle Stream & Capability Stream)
ITIL Expert
ITIL Master.
The diagram to the right shows the structure of qualifications within the Version 3 scheme. Click the image to enlarge.
Please click on the relevant links below to view the various V3 syllabuses.
Foundation Level
The Foundation Level focuses on knowledge and comprehension to provide a good grounding in the key concept, terminology and processes of ITIL.
View the Interim Foundation Course Syllabus.
View the Foundation Bridging Course Syllabus.
Learn about the new ITIL V3 Foundation and Foundation Bridge Syllabuses which will be live from 01 May 2009. Visit ITSM Online Solutions for more info and practice questions
Once candidates have accumulated a sufficient number of credits they can be awarded the ITIL Expert in IT Service Management.
There are four levels within the scheme:
Foundation Level
Intermediate Level (Lifecycle Stream & Capability Stream)
ITIL Expert
ITIL Master.
The diagram to the right shows the structure of qualifications within the Version 3 scheme. Click the image to enlarge.
Please click on the relevant links below to view the various V3 syllabuses.
Foundation Level
The Foundation Level focuses on knowledge and comprehension to provide a good grounding in the key concept, terminology and processes of ITIL.
View the Interim Foundation Course Syllabus.
View the Foundation Bridging Course Syllabus.
Learn about the new ITIL V3 Foundation and Foundation Bridge Syllabuses which will be live from 01 May 2009. Visit ITSM Online Solutions for more info and practice questions
Sunday, February 22, 2009
ITIL Certification Exam Practice Online
ITIL Certification Exam Practice
Our ITIL Foundation practice exams give you a good impression of what to expect during the official certification exam and form excellent preparation. Our realistic ITIL v3 practice questions and exams are always up-to-date with the official ITIL Foundation syllabus. We provide our clients with the very best in quality and value. Our goal is to ensure that you will pass the ITIL v3 Foundation exam on the first try and attain your ITIL v3 Foundation certification.
Our company, ITSM Online Solutions Inc., is dedicated to helping IT Service Management and Project Management professionals like you, achieve your professional certifications. Our professionally prepared ITIL v3 exam preparation questions are authored by certified and experienced ITIL v3 experts. Our current offering of new online ITIL v3 Foundation practice exams consist of over 600 ITIL Foundation sample questions based on the official ITIL v3 Foundation course syllabus.
Free Demo - www.itsmonlinesolutions.com
Our ITIL Foundation practice exams give you a good impression of what to expect during the official certification exam and form excellent preparation. Our realistic ITIL v3 practice questions and exams are always up-to-date with the official ITIL Foundation syllabus. We provide our clients with the very best in quality and value. Our goal is to ensure that you will pass the ITIL v3 Foundation exam on the first try and attain your ITIL v3 Foundation certification.
Our company, ITSM Online Solutions Inc., is dedicated to helping IT Service Management and Project Management professionals like you, achieve your professional certifications. Our professionally prepared ITIL v3 exam preparation questions are authored by certified and experienced ITIL v3 experts. Our current offering of new online ITIL v3 Foundation practice exams consist of over 600 ITIL Foundation sample questions based on the official ITIL v3 Foundation course syllabus.
Free Demo - www.itsmonlinesolutions.com
Sunday, February 15, 2009
ITIL Foundation V3 returns to Prometric and Pearson VUE
The popular exam channels of Prometric and Pearson VUE will be a source for all EXIN Foundation examinations including ITIL V3 have been available since April 10, 2008. This is an additional choice for candidates to take the examinations at a convenient date and location. They only need to access www.prometric.com or www.pearsonvue.com to register for their examination. This can be done up to 24 hours before an examination. The candidate will need to use a credit card. Examination results are immediate and certificates follow shortly.
ITIL Foundation Exam Practice Questions
ITSM Online Solutions offers excellent ITIL Foundation practice exams which give you a good impression of what to expect during the official certification exam and form excellent preparation. Our realistic practice questions are always up-to-date with the official ITIL Foundation syllabus. We provide our clients with the very best in quality and value. Our goal is to ensure that you will pass the ITIL v3 Foundation exam on the first try and attain your ITIL v3 Foundation certification.
The best value available anywhere with a pass guarantee and several study aids included for a very reasonable price.
Try a free demo at ItsmOnlineSolutions.com
The best value available anywhere with a pass guarantee and several study aids included for a very reasonable price.
Try a free demo at ItsmOnlineSolutions.com
ITIL v3 Frequently Asked Questions
Does OGC propose to embrace both V2 and V3?
No. OGC expects a transition from V2 to V3. V3 builds on V2, so
the way users should view it is as an opportunity to enhance their
practices. OGC has always said that ITIL® is a framework and
should be customized to each organization's needs, so we would
expect a user's view of the new ITIL® to be dependent on his
current priorities for improvement.
Should I wait to attend training when ITIL® V3 path is better
known?
Foundation training in V3 has been available from 13 June 2007. If
your need is urgent do the V2 training and take a bridging
module later
What is the impact of ITIL® V3 upon my ITIL® or ITSM
strategy?
There is much more strategic guidance, so the effect should be
that your IT strategy will be better aligned to the delivery of
desired business outcomes.
What are the most significant differences between V3 and
V2?
The key point is that V3 articulates the relationship between IT
and the business far more clearly than earlier versions of ITIL®.
Instead of focusing on processes as in V2, V3 considers a wider
view of IT by considering the lifecycle of a service from its initial
planning, which should be aligned to business need, through to
its final retirement. This allows a more thorough treatment of
strategic options, functions, roles and responsibilities as well as
continual improvement. The processes remain and have been
improved. ITIL® V3 also looks more closely at alignment with
other best practices and standards.
Will my investment in ITIL® V2 publications and training be
lost?
No because it is more a question that ITIL® has grown (towards
the business) and matured rather than changed. OGC has stated
that 95% of V2 still applies.
What is the impact of ITIL® V3 on existing ITIL credentials,
will they also need to be refreshed?
It is inevitable that people will eventually regard a V3 certificate
as more valuable than a V2 one. OGC believes the examination
authorities will offer bridging courses and migration paths to
appropriate level V3 certificates.
What practical support is there for the V2 to V3 migration?
This area is an opportunity for the vendor industry to support users, but I would not look at it as a migration. Users should be just as picky about what they implement from v3 as they were
about V2. A rational analysis may show that there is a higher
priority (i.e., better return) for an organization in implementing a
new ITIL® area rather than to migrate what has already been
done.
How are OGC and APMG ensuring other standards are
aligned to ITIL® V3?
After V3 release, these entities intend to publish guides to
alignment of ITIL® with other global best practices. The first of
these is likely to be with COBIT. OGC and TSO began talking
with ITGI and ISACA last November, and hope to publish a
revision to the existing COBIT/ITIL alignment guide by the end
of the year. There is a lot of enthusiasm among ITIL®
stakeholders (and OGC) that ISO/IEC 20000 continues be aligned
with ITIL®. OGC and APMG will continue to promote a close
alignment with international standards.
Get more information and practice exams at ITSM Online Solutions
No. OGC expects a transition from V2 to V3. V3 builds on V2, so
the way users should view it is as an opportunity to enhance their
practices. OGC has always said that ITIL® is a framework and
should be customized to each organization's needs, so we would
expect a user's view of the new ITIL® to be dependent on his
current priorities for improvement.
Should I wait to attend training when ITIL® V3 path is better
known?
Foundation training in V3 has been available from 13 June 2007. If
your need is urgent do the V2 training and take a bridging
module later
What is the impact of ITIL® V3 upon my ITIL® or ITSM
strategy?
There is much more strategic guidance, so the effect should be
that your IT strategy will be better aligned to the delivery of
desired business outcomes.
What are the most significant differences between V3 and
V2?
The key point is that V3 articulates the relationship between IT
and the business far more clearly than earlier versions of ITIL®.
Instead of focusing on processes as in V2, V3 considers a wider
view of IT by considering the lifecycle of a service from its initial
planning, which should be aligned to business need, through to
its final retirement. This allows a more thorough treatment of
strategic options, functions, roles and responsibilities as well as
continual improvement. The processes remain and have been
improved. ITIL® V3 also looks more closely at alignment with
other best practices and standards.
Will my investment in ITIL® V2 publications and training be
lost?
No because it is more a question that ITIL® has grown (towards
the business) and matured rather than changed. OGC has stated
that 95% of V2 still applies.
What is the impact of ITIL® V3 on existing ITIL credentials,
will they also need to be refreshed?
It is inevitable that people will eventually regard a V3 certificate
as more valuable than a V2 one. OGC believes the examination
authorities will offer bridging courses and migration paths to
appropriate level V3 certificates.
What practical support is there for the V2 to V3 migration?
This area is an opportunity for the vendor industry to support users, but I would not look at it as a migration. Users should be just as picky about what they implement from v3 as they were
about V2. A rational analysis may show that there is a higher
priority (i.e., better return) for an organization in implementing a
new ITIL® area rather than to migrate what has already been
done.
How are OGC and APMG ensuring other standards are
aligned to ITIL® V3?
After V3 release, these entities intend to publish guides to
alignment of ITIL® with other global best practices. The first of
these is likely to be with COBIT. OGC and TSO began talking
with ITGI and ISACA last November, and hope to publish a
revision to the existing COBIT/ITIL alignment guide by the end
of the year. There is a lot of enthusiasm among ITIL®
stakeholders (and OGC) that ISO/IEC 20000 continues be aligned
with ITIL®. OGC and APMG will continue to promote a close
alignment with international standards.
Get more information and practice exams at ITSM Online Solutions
Thursday, February 12, 2009
ITIL Intermediate Qualification Scheme Complete
9th February 2009, High Wycombe, Buckinghamshire, UK….. The APM Group, which is responsible for accrediting the ITIL Qualification Scheme, has announced the completion of the ITIL intermediate qualifications. Candidates can now make their way to the ITIL Expert level upon successful completion of the intermediate modules.
Sharon Taylor, Chief Examiner, said: "The release of the ITIL Intermediate qualifications marks the completion of over a year of effort by the V3 Examiners. It also marks a first-of-its-kind candidate-focused structure with flexible, modular qualification choices geared towards a variety of learning needs. Whether you need a specialized, intense and detailed focus on ITIL processes, or desire generalized expertise in service lifecycle stages, the intermediate qualifications are designed to meet a broad range of ITIL education needs."
Work also continues on the highest level of the ITIL Qualification scheme – ITIL Master. "The next level of professional achievement - the ITIL Master level - is nearing design completion and I look forward to its release," Taylor said. "I'm pleased at the interest shown by the community and look forward to seeing many ITIL Expert graduates in the near future."
Sharon Taylor, Chief Examiner, said: "The release of the ITIL Intermediate qualifications marks the completion of over a year of effort by the V3 Examiners. It also marks a first-of-its-kind candidate-focused structure with flexible, modular qualification choices geared towards a variety of learning needs. Whether you need a specialized, intense and detailed focus on ITIL processes, or desire generalized expertise in service lifecycle stages, the intermediate qualifications are designed to meet a broad range of ITIL education needs."
Work also continues on the highest level of the ITIL Qualification scheme – ITIL Master. "The next level of professional achievement - the ITIL Master level - is nearing design completion and I look forward to its release," Taylor said. "I'm pleased at the interest shown by the community and look forward to seeing many ITIL Expert graduates in the near future."
ITIL Foundation at Prometric and Pearson VUE
The popular exam channels of Prometric and Pearson VUE will be a source for all EXIN Foundation examinations including ITIL® V3. This is an additional choice for candidates to take the examinations at a convenient date and location. They only need to access www.prometric.com or www.pearsonvue.com to register for their examination. This can be done up to 24 hours before an examination. The candidate will need to use a credit card. Examination results are immediate and certificates follow shortly. For a full overview of the current computer-based test offerings by both Prometric and Pearson VUE
ITIL v3 Foundation
The purpose of the ITIL® Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL® terminology, structure and basic concepts and has comprehended the core principles of ITIL® practices for Service Management. The ITIL® Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL® practices for Service Management without further guidance. Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.
ITIL Credit Profiler
The ITIL® Official Site has provided a Credit Profiler which will help candidates to navigate the new qualification scheme. By entering in the exams you have already completed, you can find out what is needed to reach the ITIL Expert level. Credits can be accumulated by successfully completing a balanced selection of ITIL® V3 exams, or through a combination of version 2 and version 3 exams. A minimum of 22 credits is needed to achieve Expert certification in IT Service Management. Read more about the ITIL® V3 exams.
ITIL Qualification Scheme
As of January 2009, the complete set of ITIL V3 Intermediate exams have been released opening up the path towards ITIL Expert for candidates. The Intermediate level consists of the Lifecycle and the Capability streams. The Lifecycle modules focus on a particular phase in the Service Lifecycle, and the Capability modules are based upon particular processes which have been logically grouped together because of their close relationship. EXIN offers these exams worldwide in paper-based or web-based format.
ITIL Expert can be achieved by earning at least 17 credits across a broad range of ITIL qualifications, and participating in the Managing Across the Lifecycle course. Managing Across the Lifecycle can be seen as the ‘glue’ which holds the ITIL modules together. The exam tests a candidate's ability to apply the concepts learnt at the Intermediate level across the whole Service Lifecycle.
Complete details for the ITIL V3 scheme (pdf) are available. An easy-to-use diagram (pdf) can help you visualize the new ITIL V3 scheme.
The following exams are now available for exam candidates:
ITIL® V3 Foundation
ITIL® V3 Foundation Bridge
Entry Requirement: Foundation Certificate in IT Service Management
ITIL® V3 Manager's Bridge
Entry Requirement: Manager’s Certificate in IT Service Management, or at least twelve credits based on Practitioner certificates
ITIL® V3 Intermediate exams (9 exams)
Entry Requirement: ITIL V3 Foundation or Foundation Bridge
Managing Across the Lifecycle
Entry Requirement: 17 credits in the ITIL Scheme
ITIL Expert can be achieved by earning at least 17 credits across a broad range of ITIL qualifications, and participating in the Managing Across the Lifecycle course. Managing Across the Lifecycle can be seen as the ‘glue’ which holds the ITIL modules together. The exam tests a candidate's ability to apply the concepts learnt at the Intermediate level across the whole Service Lifecycle.
Complete details for the ITIL V3 scheme (pdf) are available. An easy-to-use diagram (pdf) can help you visualize the new ITIL V3 scheme.
The following exams are now available for exam candidates:
ITIL® V3 Foundation
ITIL® V3 Foundation Bridge
Entry Requirement: Foundation Certificate in IT Service Management
ITIL® V3 Manager's Bridge
Entry Requirement: Manager’s Certificate in IT Service Management, or at least twelve credits based on Practitioner certificates
ITIL® V3 Intermediate exams (9 exams)
Entry Requirement: ITIL V3 Foundation or Foundation Bridge
Managing Across the Lifecycle
Entry Requirement: 17 credits in the ITIL Scheme
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