Making Sense of the ITIL Certification Scheme-May 27_09

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ITpreneurs‐MakingSenseoftheITIL®CertificationScheme

Therearemanypathstotake inthenewITILtrainingcertificationscheme.ThepathyouchoosewilldependonfactorssuchasyourrolewithinIT,yourcareeraspirations,yourpreviousITILcertificationsand the final certification recognition you want to achieve. As your thought‐leadership partner,ITpreneurs is pleased to be the first to offer this detailed role‐based analysis of possible coursecombinationsalongwiththeassociatedvalueofthistrainingforeachroleinatypicalITorganization.

Thisdocumentwill assist you indefiningyour trainingpathwithin the ITIL certification scheme.TheITILcoursesdescribedinthisdocumentare:

CourseName CourseAbbreviation

Process/FocusAreas

V3Planning,ProtectionandOptimizationCapability

PPO AvailabilityManagement,CapacityManagement,ITServiceContinuityManagement,DemandManagement,RiskManagement,InformationSecurityManagement

V3ServiceOfferingsandAgreementsCapability

SOA ServicePortfolioManagement,ServiceLevelManagement,ServiceCatalogueManagement,DemandManagement,SupplierManagement,FinancialManagement

V3Release,ControlandValidationCapability

RCV ChangeManagement,ServiceReleaseandDeploymentManagement,ServiceValidationandTesting,ServiceAssetandConfigurationManagement,KnowledgeManagement,RequestFulfillment,ServiceEvaluation

V3OperationSupportandAnalysisCapability

OSA EventManagement,IncidentManagement,RequestFulfillment,ProblemManagement,AccessManagement,ServiceDesk,TechnicalManagement,ITOperationsManagement,ApplicationManagement

V3ServiceStrategyLifecycle SS ServiceStrategy,FinancialManagement,DemandManagement,ServicePortfolioManagement

V3ServiceDesignLifecycle SD ServiceLevelManagement,AvailabilityManagement,CapacityManagement,ITServiceContinuityManagement,ServiceCatalogManagement,InformationSecurityManagement,SupplierManagement

V3ServiceTransitionLifecycle ST ChangeManagement,ServiceReleaseandDeploymentManagement,ServiceValidationandTesting,ServiceAssetandConfiguration

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CourseName CourseAbbreviation

Process/FocusAreas

Management,KnowledgeManagement,RequestFulfillment,ServiceEvaluation,TransitionPlanningandSupport

V3ServiceOperationLifecycle SO EventManagement,IncidentManagement,RequestFulfillment,ProblemManagement,AccessManagement,ServiceDesk,TechnicalManagement,ITOperationsManagement,ApplicationManagement

V3ContinualServiceImprovementLifecycle

CSI ContinualServiceImprovementprocesses

V3ManagingAcrosstheLifecycle MALC Riskmanagement,managementofchange,complementaryguidance,lifecycleprojectplanningandmanagerialissues

V2ITSMSupportandRestorePractitioner

IPSR ServiceDesk,IncidentManagement,ProblemManagement

V2ITSMReleaseandControlPractitioner

IPRC ChangeManagement,ConfigurationManagement,ReleaseManagement

V2ITSMAgreeandDefinePractitioner

IPAD ServiceLevelManagement,FinancialManagement

V2ServiceManager AnalyzeITServiceManagementprocesseswithinanorganization,designtheorganizationalstructureforimplementingprocesses,assessandauditITServiceManagementprocesses.

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Role‐BasedStudyPath

ThestandardroleswithinITandthebusinessaredefinedintheorgchartbelow:

The IT role/package combinations that follow are recommendations only, as there aremany pathswithintheITILQualificationSchemeyoucantaketoachieveyourtrainingneeds.

Youcanenteranyoftherecommendedstudypathswithanexistingv3Foundationorv2Foundation+v3FoundationBridgecertificate(s).

Pleasenotethatthev3IntermediateCapabilitycoursesarefocusedontheoperationalactivitiesofthein‐scope processes, while the v3 Intermediate Lifecycle courses are focused on the managing andcontrollingactivitiesofthein‐scopeprocesses.

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ITILv3Role‐BasedStudyPaths

TypicalRole TrainingValueforRole RecommendedPackages

Courses

ITILExpertLifecyclePackage

ServiceStrategyLifecycleContinualServiceImprovementLifecycleServiceDesignLifecycleServiceTransitionLifecycleServiceOperationLifecycleManagingAcrosstheLifecycleITILExpertCertificate

CIO/CTO/ITDirector

Packagesfocusontheknowledgeandskillsto:• Present,positionand

articulatevalueofITinsupportofthebusiness

• DevelopanddeliverIT

strategyalignedtobusinessrequirementswithintheStrategyphaseoftheServiceLifecycle

• LeadandsupportContinual

ServiceImprovementprograms

• Manageandcontrolservice

deliveryandprocesseswithinServiceLifecyclephases

AdditionalBestPracticecoursesofinterestforthisrole:• COBIT®Foundation• COBITExecutive

Workshop• ITILExpert"Fast‐Path"

Package–forholdersofv2ServiceManagercertificate

BusinessKnowledgePack

ServiceStrategyLifecycleContinualServiceImprovementLifecycleCertificatesreceivedforeachsuccessfulexam

ITInfrastructure&ApplicationManagement(Directors/Managers)

Packagesfocusontheknowledgeandskillsto:• Manageandcontrolservice

deliveryandprocesseswithintheServiceDesign&TransitionLifecyclephasesoftheServiceLifecycle

• Operateandmanage

withintheprocessestoplan,protectandoptimizeservices

InfrastructureManagement"In‐Depth"Package

ServiceDesignLifecycleServiceTransitionLifecyclePlanningProtection&OptimizationCapabilityServiceOfferingsandAgreementsCapabilityContinualServiceImprovementLifecycleManagingAcrosstheLifecycleITILExpertCertificate

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Courses

• Design,leadandmanage

serviceofferingsandagreementswithafocusonPortfolioManagement,DemandManagement,FinancialManagementandSupplierManagement

• Present,positionand

• Support,manage,control

andleadContinualServiceImprovementprograms

AdditionalBestPracticecoursesofinterestforthisrole:

• COBITFoundation

InfrastructureManagementKnowledgePack

ServiceDesignLifecycleServiceTransitionLifecycleContinualServiceImprovementLifecycleCertificatesreceivedforeachsuccessfulexam

ITOperationsManagement"In‐Depth"Package

ServiceOperationLifecycleServiceTransitionLifecycleOperationalSupport&AnalysisCapabilityServiceOfferingsandAgreementsCapabilityContinualServiceImprovementLifecycleManagingAcrosstheLifecycleITILExpertCertificate

ITOperationsManagement(Directors/Managers)AlsoincludesServiceDeskDirector/Manager

Packagesfocusontheknowledgeandskillsto:• Manageandcontrolservice

deliveryandprocesseswithintheServiceTransition&OperationLifecyclephasesoftheServiceLifecycle

withintheprocessestooperate,supportandanalyzeservices

serviceofferingsandagreementswithafocusonPortfolioManagement,DemandManagement,FinancialManagementandSupplierManagement

• Present,positionand

andleadContinualServiceImprovementprograms

OperationsManagementKnowledgePack

ServiceOperationLifecycleServiceTransitionLifecycleContinualServiceImprovementLifecycleCertificatesreceivedforeachsuccessfulexam

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Courses

• COBITFoundationQuality,Risk&ComplianceManagementIncludesrolessuchas:ITQualityAssuranceDirector/Manager,COBITProjectDirector/Manager,ITRisk&ComplianceDirector/Manager

Packagesfocusontheknowledgeandskillsto:• Assessandmanagerisk

associatedwithITservicedeliveryinsupportofcompliance,regulatoryandqualityinitiatives

• Support,manageand

controlContinualServiceImprovementprograms

• ISO/IEC20000Auditor• COBITFoundation• ImplementingIT

GovernanceUsingCOBITandValIT

• TheImplicationsofComplianceonIT

• COBITforSarbanes‐Oxley

Quality,Risk&ComplianceManagementKnowledgePack

ContinualServiceImprovementLifecyclePlanning,Protection&OptimizationCapabilityCertificatesreceivedforeachsuccessfulexam

Account/BusinessRelationshipManagementIncludesrolessuchas:AccountDirector/Manager,BRMDirector/Manager,ServiceLevelManagementProcessOwner/Manager

Packagesfocusontheknowledgeandskillsto:• UnderstandandapplyIT

strategyinsupportofthebusiness

serviceofferingsandagreementswithbusinessclientsofITservices

• COBITFoundation

Account/BusinessRelationshipManagementKnowledgePack

ContinualServiceImprovementLifecycleServiceOfferings&AgreementsCapabilityServiceStrategyLifecycleCertificatesreceivedforeachsuccessfulexam

BusinessAnalyst

Packagesfocusontheknowledgeandskillsto:• UnderstandandapplyIT

BusinessKnowledgePack

ContinualServiceImprovementLifecycleServiceStrategyLifecycle

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Courses

strategyinsupportofthebusiness

• SupportContinualService

ImprovementprogramsAdditionalBestPracticecoursesofinterestforthisrole:

• COBITFoundation

Certificatesreceivedforeachcourse

InfrastructureFront‐LineKnowledgePack

ReleaseControl&ValidationCapabilityPlanningProtection&OptimizationCapabilityContinualServiceImprovementLifecycleCertificatesreceivedforeachsuccessfulexam

ITFront‐Line

Staff1IncludesAnalyst&CoordinatorrolesintheITInfrastructure,ITApplication,ITOperations,NOC,ServiceDeskgroups

Packagesfocusontheknowledgeandskillsto:• Operateandmanage

withintheprocessestoplan,protect,optimize,release,control,validate,operate,supportandanalyzeservicesandservicedelivery

• Supportanddeliverwithin

ContinualServiceImprovementprograms

• COBITFoundation

OperationsFront‐LineKnowledgePack

OperationalSupport&AnalysisCapabilityReleaseControl&ValidationCapabilityContinualServiceImprovementLifecycleCertificatesreceivedforeachsuccessfulexam

IT&BusinessStaffAwarenessSessions

Basicawarenessofbestpracticeconceptsandorganizationaltargets(noexam)

GeneralIT&BusinessStaff

ThetrainingatthislevelfocusesonthebasicframeworkoftheITILbestpracticeatanintroductorylevelto:• Ensureallapplicablestaff

arepositionedforsuccesswithinalargerITServiceManagementinitiative

IT&BusinessStaffKnowledgePack

FoundationCertificatereceivedforsuccessfulexam

ITSMProfessionalsIncludesITIL/ITSM

ServiceStrategyLifecycleContinualServiceImprovementLifecycleServiceDesignLifecycleServiceTransitionLifecycle

1ITFrontLinestaffmayconsideraddingServiceOfferingsandAgreementsCapabilitycoursetotheirKnowledgePacksinordertounderstandtheimpactofServiceLevelTargetsettingontheirServiceDelivery.

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Courses

ServiceOperationLifecycleManagingAcrosstheLifecycleITILExpertCertificate

Consultant,ITIL/ITSMTrainer,ITIL/ITSMProgramDirector/Manager

• Operate,manageand

controlservicedeliverywithinallphasesandprocessesoftheServiceLifecycle

• Design,lead,manageand

supportContinualServiceImprovementprograms

• LeadServiceManagement

programsandconsultclientsonITILbestpracticeapplicationasbestsuitstheiruniquebusinesssituationsandgoals

• Gaintherequired

certificationtoleadinstructionforthesecourses

• ISO/IEC20000Consultant

• COBITFoundation• ImplementingIT

• ImplicationsofComplianceonIT

ITILExpertCapabilityPackage

PlanningProtection&OptimizationCapabilityReleaseControl&ValidationCapabilityOperationalSupport&AnalysisCapabilityServiceOfferings&AgreementsCapabilityManagingAcrosstheLifecycleITILExpertCertificate

ITSMProcessOwners

• Manageandcontrolservice

deliveryandprocesseswithinthephasesoftheServiceLifecycle

• Design,lead,manageand

supportContinualServiceImprovementprograms

• LeadServiceManagement

ServiceStrategyLifecycleContinualServiceImprovementLifecycleServiceDesignLifecycleServiceTransitionLifecycleServiceOperationLifecycleManagingAcrosstheLifecycleITILExpertCertificate

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Courses

programs,applyingITILbestpracticeasbestsuitstheorganization’sbusinesssituationandgoals

ITSMProcessManager

withintheprocessestoplan,protect,optimize,release,control,validate,operate,support,analyze,servicesandservicedelivery

• Design,manageand

supportserviceofferingsandagreementswithbusinessclientsofITservices

anddeliverwithinContinualServiceImprovementprograms

• ManageITService

Managementprograms,applyingITILbestpracticeasbestsuitstheorganization’sbusinesssituationandgoals

ITILExpertCapabilityPackage

PlanningProtection&OptimizationCapabilityReleaseControl&ValidationCapabilityOperationalSupport&AnalysisCapabilityServiceOfferings&AgreementsCapabilityManagingAcrosstheLifecycleITILExpertCertificate

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Courses

Program/ProjectManager

Packagesfocusontheknowledgeandskillsto:• Understandmanagement

ofchangeandprojectmanagementinterfacesasapplicabletothetransitionofITservicesfromdesignthroughtooperation

• COBITFoundation

Program/ProjectManagerKnowledgePack

ContinualServiceImprovementLifecycleServiceTransitionLifecycleCertificatesreceivedforeachsuccessfulexam

SpecialNotesonPackageRecommendations:

Note1:TheRole‐basedperspectiveonITILv3educationisdesignedtogiveyouappropriatedepthofknowledgebasedon your role. Somepackages are basedon a combinationof “like” Capability andLifecyclecourses.Theserecommendationsdon’temphasizethecreditrequirementstobecomeanITILexpert as much as they focus on helping you become a well‐rounded specialized Practitioner.However,iftheITILExpertcertificationisyourdesiredtarget,youmaywanttoconsiderfollowingtheAPMGv3“OptionRoutes”noted in thev3Pathto ITILExpertcertificationsectionof thisdocument.The APMG optional study routes focus on recommended combinations of ITIL courses to ensure abalanced study path in preparation for the ITIL Expert certification via the Managing Across theLifecyclecourse.

Note2:ThosewithexistingITILv2orv1certificationsshouldlookatourrecommendationsinthev2‐v3PathtoITILExpertsectionofthisdocument.

Note 2: Professional ITIL trainers should refer to their Examination Institute to determine fullcertificationrequirementsfortrainingdelivery.

ITILv2/v3CombinedStudyPaths2

ThesepackagerecommendationsaremeantforthosewithexistingqualificationswithintheITILv1/v2certificationscheme.Pleasenote, that theserecommendationsholdonly ifyoubelievethatyoustill

2Seethev2‐v3PathtoITILExpertsectionofthisdocumentforguidanceonmixofv2Practitionerandv3Intermediatestudyoptions,astherearesomecombinationsthatwillnotgeneratefullcreditsintheITILqualificationscheme.

retainmostoftheknowledgeandhavepracticedwhatyou learnedpostyour ITILv1/v2certificationcourses.Alsonotethatthev2courseswillbediscontinuedatsometimeinthenearfuture.6‐monthsnoticewillbegivenpriortoretirementofanyexistingv2certifications.

TypicalRole V2‐V3MixedPackage Currentv2Certificationlevel

(Pre‐requisites)

RecommendedCourse

CIO/ITDirector ITILExpert"Fast‐

Path"Package

FoundationServiceManager

ServiceManagerBridge

ITILExpertCertificate

ITInfrastructure

&ApplicationManagement

(Directors/Managers)

Infrastructure

Management"v2‐v3Mix”Package

FoundationRelease&ControlPractitionerSupport&RestorePractitioner

FoundationBridgeServiceTransitionLifecycleServiceDesignLifecycleContinualServiceImprovementLifecycleManagingAcrosstheLifecycle

ITOperationsManagement

(Directors/Managers)

AlsoincludesServiceDeskDirector/

Manager

OperationsManagement"v2‐v3

Mix”Package

FoundationBridgeServiceTransitionLifecycleServiceOperationLifecycleContinualServiceImprovementLifecycleManagingAcrosstheLifecycle

ITFront‐LineStaff

IncludesAnalyst&Coordinator

rolesintheITInfrastructure,IT

Application,ITOperations,NOC,

Front‐LineStaff"v2‐v3

Mix”Package

FoundationBridgeServiceTransitionLifecycleServiceOperationLifecycleContinualServiceImprovementLifecycleManagingAcrosstheLifecycleITILExpertCertificate

TypicalRole V2‐V3MixedPackage Currentv2

Certificationlevel(Pre‐requisites)

RecommendedCourse

ServiceDeskgroups

Professionals

Includes

ITIL/ITSMConsultant,

ITIL/ITSMTrainer,

ITIL/ITSM

ProgramDirector/Manager

ITILExpert"Fast‐Path"

Package

Foundation

ServiceManager

ITSMProcessOwners

ITILExpert"Fast‐Path"Package

ITSMProcessManager

ITILExpert"Fast‐Path"Package

SpecialNotesonPackageRecommendations:

Note 1: Professional ITIL trainers should refer to their Examination Institute / Accredited TrainingProvidertodeterminefullcertificationrequirementsfortrainingdelivery.

Credit‐BasedStudyPath

TheITILcertificationschemeisbasedonacreditrecognitionsystem.Creditsareassignedbycourse,andentry‐levelcreditrequirementsaredefinedforcertaincourses.22creditsarerequiredinordertoachievetheITILExpertcertification.Thev3coursecreditsaredefinedinthetablebelow:

CourseName CreditsForEachCourseV3Foundation 2V3FoundationBridge 0.5V3IntermediateLifecycle(5coursesavailable) 3V3IntermediateCapability(4coursesavailable) 4V3ManagingAcrosstheLifecycle 5V3ServiceManagerBridge 5

V3PathtoITILExpertCertification

In the direct v3 course route to achieve ITIL Expert certification, all students must complete theManagingAcrosstheLifecycle“capstone”course.Inordertoenterintothiscourse,youarerequiredtohaveaccumulatedat least15 credits acrossabalancedportfolioof v3 Intermediate courses. YoumaywanttoconsiderfollowingtheAPMGrecommended“OptionRoutes”notedbelowinorderthatyoubestpositionyourselftoachievethedesiredcreditsandcertificationrecognition.

APMGhas recommended theseoptioncombinationsbasedonabalanced studypath toensureyouhave enough base information to best prepare for entry into the Managing Across the Lifecycle“capstone”course.Ofcourse,youarealwaysabletotakecoursesbasedonyourrolesuitabilitynotedin the previous section, and as best meets your training requirements. Although there are varyinglevelsofoverlapacrosscertaincombinationsofLifecycleandCapabilitycourses(SO&OSA,RCV&ST,SD& SOA), there areno combinationsof v3 Intermediate courses thatwill bedenied full credits inyouraccumulationofcreditsintheITILQualificationscheme.

Adaptedfrom:©OGC’sOfficialAccreditor–TheAPMGroupLimited2007‐ITILServiceManagementPractices:V3QualificationsScheme‐09November2007Version3.0(Status‐Live)

Note1:Additionalcreditswillnotbeawardedforrepeated/duplicatecoursestakenwithinthev3qualificationscheme.

APMGOptiontoITILExpertRoute

V3FoundationLevel

V3intermediateLevel V3CapstoneLevel

TotalCreditstoITILExpert

Course OSA PPO RCV SOA SS SD ST SO CSI ManagingAcrossthelifecycle

OptionAcredits* 2 4 4 4 4 5 23OptionBcredits* 2 3 3 3 3 3 5 22OptionCcredits* 2 4 4 3 3 3 5 24OptionDcredits* 2 4 4 4 3 3 5 25OptionEcredits* 2 4 4 4 3 3 5 25OptionFcredits* 2 4 4 3 3 3 5 24

V2‐V3PathtoITILExpertCertification

TheITILQualificationschemerecognizescredits forv2coursestowardsthetotalcreditsrequiredfortheITILExpertcertification.

Byfar,thefastestpathstillavailableforITILExpertcertificationisthev2ServiceManagertov3ServiceManagerBridgesetofcourses.Thev2seriesofcourseswillberetiredatsomepointinthefuture.IfthispathisyourpreferredroutetoITILExpert,besuretotakethiscombinationsoonsoyoudon’tmissthisopportunity!

Thev2PractitionercoursesarealsorecognizedintheITILQualificationScheme.Belowisatablethatdetailsthev2coursecredits:

CourseName CreditsPerEachCourse

V2Foundation 1.5V2ClusteredPractitioner(4coursesavailable) 3.5V2SinglePractitioner(multiplecoursesavailable) 2V2ServiceManager 17

Holdersof12ormorecredits in thev2Practitionercoursesareeligible forentry intothev3ServiceManagerBridgecourse.Uponcompletionofthev3ServiceManagerBridgecourse,thestudentsmustcompletethev3ManagingAcrosstheLifecyclecourseinordertoqualifyforITILExpertstatus.

It is important to note that the APMGroup (APMG), whomanage the ITIL certification scheme onbehalfoftheOfficeoftheGovernmentofCommerce(OGC),havestatedthattherearecombinationsofv2&v3coursesthatwillnotreceivefullcreditrecognition.This isbecausethereisdeemedtobegreater than 40% overlap in the learning objectives of similar courses.Within the ITIL Qualificationscheme,candidatescannotachieveduplicatecreditsforcoursesbetweenthev2andv3schemewhichcoverahighpercentageofthesamecontent,asthislimitsbothacandidates’knowledgebaseandthenumberofcreditsthatcanbeconsideredwhentryingtoattainExpertLevelcertification.ItisthereforerecommendedthatcandidatesDONOTtakeV3Intermediatecoursesthatmapverycloselytothev2Practitionercertificationsyoucurrentlyhold.

Belowisachartofthecurrentlyknowncombinationsofcreditsthatareconsidered“duplicate”withintheITILCertificationscheme:

IfyouhaveV2Course… WerecommendyoudonottakeV3Course(s)…

TotalHighest#ofCreditsPossibleinThisCombination

IPRC RCVCapability 4IPAD SOACapability 4IPPI PPOCapability 4

If you have combinations of v2 courses from an Examination Institute other than EXIN, pleasedownload the document from the ITIL Best Practice website for a more detailed listing.http://www.itilofficialsite.com/News/NewCreditAdministrationPolicyfortheITILV3Scheme.asp

APMG’sCreditCalculator

You can view the official APMG credit calculator tool via this link: http://www.itil‐officialsite.com/itilmapping/v2/map.asp.Pleasebeawarethatifyouchoosev3IntermediatecoursesthatdonotfollowoneoftheAPMGrecommendedOptionRoutes,youmaybeinformedthat“youdonothaveenoughcreditstoentertheManagingAcrosstheLifecyclecourse”.

As noted earlier, this does not mean that v3 Intermediate courses taken outside of APMG’srecommendedOptionRoutesdonotcountforcreditstowardsyourITILExpertcertification.

Indeed,APMGintheirNewITILv3CreditAdministrationPolicyalsostatesthefollowing:“It ishopedthatmanycandidateswillusetheflexibilityoftheschemetoacquirequalificationsinbothLifecycleandCapability streams.Thiswillbeof interest to candidates chartinga career that requiresqualificationand demonstrated skill in particular genres of ITIL. For some, an in‐depth focus on one or moreCapabilityareas, supplementedwithbroadermanagement focusedqualification(s) fromtheLifecyclestreamwillbeofinterest.”

AbouttheAuthor:

AbbeyL.Wiltse

AstheGlobalProductManagerfortheITSMProductCategoryatITpreneurs,Abbeyhas

beeninstrumentalincreatingtheworld’smostinnovative,comprehensive,anddiversetrainingproductportfoliowhileatITpreneurs.AnearlyadopterinNorthAmerica,Abbeyhas

beeninvolvedwithITILasapractitioneraswellasaconsultantsincethemid‐90sinvariousroles.ThismixofexperiencesmakesAbbeysuccessfulinaverychallengingandinternational

jobatITpreneurs,wheretrainingcompaniesandeducationalinstitutesfrom50countriesandacrossseverallanguagesrelyonITpreneursformodernandeffectivetrainingand

implementationsolutions.

Sources:

OGC’sOfficialAccreditor:‐TheAPMGroupLimited2009

Making Sense of the ITIL Certification Scheme-May 27_09

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