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.
Wednesday, May 13, 2009
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.
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