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

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.

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

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 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

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.

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."

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."