ITIL 2009 V3 Qualification US[1]

8/6/2019 ITIL 2009 V3 Qualification US[1]

1/20

ITIL Service Management PracticesV Qualifcations Scheme


2/20

ITIL Service Management Practices

Contents1. Scope and purpose o document 31.1. Synopsis 31.2. Suggested reading 3

2. ITIL Overview 32.1. What is ITIL? 32.2. What does ofcial scheme mean? 32.3. Who is involved in the ofcial scheme? 33. About OGC 34. About APM Group 65. About the ITIL Qualifcations Board 65.1. Functions 65.2. Working practices 66. About Examination Institutes (EIs) 77. About Accredited Training Organizations 77.1. About ATO Afliates 7

8. About the ITIL user orum 79. About ITIL V3 Examinations 89.1. Overview 89.1.1. Syllabuses 89.1.2. Examination questions 89.1.3. Examination ormat 810. The ITIL V3 Qualifcations Scheme 810.1. Overview 810.2. Design 810.3. Scheme Structure 810.4. Foundation level 910.4.1. Target Group 9

10.4.2. Format o the ITIL Foundation Certifcatein IT Service Management Exam 9

10.5. Intermediate Level 910.5.1. Target Group 910.5.2. Service Liecycle Modules 1010.5.3. Service Capability modules 1010.6. Managing Across the Liecycle 1110.6.1. Format o the Managing Across

the Liecycle Module 11

10.7. ITIL Expert in IT Service ManagementCertifcation 12

10.8. ITIL Master Level (In Development) 1211. V3 Qualifcations Scheme Credit System 1311.1. Credit values 1311.2. Pre-requisites 1311.2.1. Foundation level 1311.2.2. Service Liecycle Modules 1311.2.3. Service Capability Modules 1311.2.4. Managing Across the Liecycle Module 1311.2.5. ITIL Master Level Qualifcation 1311.3. Selecting Modules to Achieve ITIL Expert

Certifcation 1312. Bridging From Existing V1 or V2 Certifcations 1412.1. Credit values or existing certifcations 1512.2. V2 to V3 Bridging options 1512.2.1. Foundation level 1512.3. V2 Practitioner level 1612.4. V1 or V2 Service Manager 1612.4.1. Target Group 1612.4.2. Entry Criteria 1612.4.3. Format o the V3 Managers Bridge Module 1613. Credit Administration Policy 1713.1 Credit Exemptions 1814. What qualifcations are available? 1814.1. Generic examination rules 1814.1.1. Examination provision 18

14.2. Competition 1814.3. Appeals and complaints 1915. Examination translation 1916. What happens to candidates holding

current ITIL qualifcations? 1917. Glossary o Terms 1918. Contact Details 20

The OGC logo is a Registered Trade Mark o the Oceo Government Commerce.

PRINCE2 is a Registered Trade Mark o the Oce oGovernment Commerce in the United Kingdom and othercountries.

ITIL is a Registered Trade Mark o the Oce o GovernmentCommerce in the United Kingdom and other countries.

IT Inrastructure Library is a Registered Trade Marko the Oce o Government Commerce.

The Swirl logo is a Trade Mark o the Oceo Government Commerce.


3/20


1. Scope and purpose o document1.1 SynopsisThe purpose o this document is to inorm all parties interestedin ITIL qualications o the rules and guidelines o the ocial ITILqualication scheme.

The document will outline the roles and responsibilities o allocial parties within the ITIL Version 3 qualication scheme aswell as the overarching principles and guidelines o the scheme.

1.2 Suggested readingPotential examination candidates are advised to read sections 4,6, 7, 9, 10, 11, 12, 13, 14 and 15 o this document.

Training providers who are interested in becoming ociallyrecognized within the qualication scheme are advised toread sections 9, 10, 11 and 12 o this document and the ITILAccredited Training Organisation (ATO) Scheme Brochure.

Examination Institutes seeking approval to administer the ITIL

qualication scheme are advised to read this entire documentand the ITIL Examination Institute Scheme Brochure.

2. ITIL Overview2.1. What is ITIL?ITIL is Best Practice IT Service Management which is used bymany organizations around the world. A whole ITIL philosophyhas grown up around the guidance contained within the ITILbooks and the supporting certication and qualication scheme.

The ethos behind the development o ITIL is the recognitionthat organizations are becoming increasingly dependent on ITin order to satisy their corporate aims and meet their business

needs. This leads to an increased requirement or reliable, high-quality IT services.

ITIL provides the oundation or quality IT Service Managementthrough documented, proven processes that cover the entireService Liecycle. It is easy or organizations to learn, tailor andimplement to suit their environment.

The widespread adoption o the ITIL guidance has encouragedorganizations worldwide, both commercial and non-proprietary,to develop supporting products as part o a shared ITILPhilosophy. The ITIL publications and supporting schemes arekept up to date with current best practice and changes withinthe marketplace through a regular review cycle to update

content in collaboration with a wide range o international usersand stakeholders in the IT service management community. ITILVersion 3 was ormally released on 5th June 2007.

ITIL is aligned with various international quality standardsincluding international standard ISO/IEC 20000 (IT ServiceManagement Code o Practice).

2.2. What does ofcial scheme mean?The term sotware scheme reers to tThe term ocialscheme reers to the rules documented in this brochure orthe administration o the ITIL qualication scheme recognizedand endorsed by Oce o Government Commerce (OGC),their Ocial Accreditor or IT IL (APM Group), and all licensed

Examination Institutes (details o which can be ound at www.itil-ofcialsite.com/ExaminationInstitutes/ExamInstitutes.asp). This is the only ITIL qualication scheme sanctioned byOGC, owners o ITIL, and administered by APM Group, OGCsOcial Accreditor or ITIL.

There are many organizations claiming to oer ITIL qualications

and many publications claiming to be part o the ocial ITILset which are not approved or recognized under the licensingscheme run by the Ocial Accreditor or published by TheStationery Oce (TSO) the ocial Publisher on behal o OGC.

This document outlines the roles o the organizations within thescheme and the rules o the scheme, with contact details andreerence points or anyone wishing to check i a company isoperating within the scheme.

Candidates are urged to ensure that when buying training orconsulting services within the ITIL arena, they check that theorganization delivering the service is recognized within thescheme (see section 7). Any organizations delivering services that

are not accredited through one o the scheme partners may beoperating illegally.

Training/consulting providers are urged to ensure they secureappropriate recognition rom a recognized scheme memberbeore delivering services within the ITIL arena. Deliveryo services without such approval may be in breach o theIntellectual Property Rights subsisting in ITIL and may result inlegal action being taken.

2.3. Who is involved in the ofcial scheme?In 2006, OGC completed a re-tendering process to run ITILaccreditation services and the qualications scheme, ollowingwhich The APM Group became the Ocial Accreditor or

ITIL. This has changed (eective as o 1st January 2007)the governance structure around the delivery o the ITILqualications and certication scheme which are shown on thediagram below. The roles o each body within the diagram areexplained in ull throughout sections 3 8 o this brochure.

3. About OGCITIL was originally developed by the UK government organizationCCTA (Central Computer and Telecommunications Agency)which in 2000 was merged into the Oce o GovernmentCommerce (OGC) an oce o HM Treasury.

OGC are the owners o several best practice products and are

committed to maintaining and improving the guidance, workingwith organizations internationally to develop and share businessand practitioner guidance within a world-class best practiceramework.

OGC have now established collaborative partnerships with twoorganizations to provide support or their ITIL portolio. As theOcial Accreditor APM Group provides accreditation servicesrelated to training, registration and the examination scheme. TheStationery Oce (TSO) is the ocial publisher o all ocial ITILlibrary books. For urther inormation on TSO please visit theirwebsite at www.tso.co.uk

OGC retain the rights to all Intellectual Property subsisting in ITIL


4/20



5/20



6/20


though permit APM Group to use this within certain contextson the ITIL work. Their predominant role in the ocial schemeis one o ownership and stewardship o the ITIL library contentand qualications. APM Group chair the Qualications Board(the steering committee made up o representatives rom thecommunity who make decisions about qualication policy) andensure decisions made are to the benet o both ITIL and users

alike. OGC are responsible or initiating the consultation andupdate process to the ocial publications library, though theymay outsource the management o this project to TSO.

4. About APM GroupAPM Group are an international proessional accreditation andcertication body which is accredited to international standardsby UKAS (United Kingdom Accreditation Service) which ensuresthe eectiveness, impartiality and quality o APM Group schemeadministration services.

APM Group run a wide variety o schemes throughout theproessional disciplines such as Project Management and Change

Management. APM Group have worked with OGC and theirBest Practice Portolio since 1996, successully helping to makeproducts such as PRINCE2 an international standard. On 20thJuly 2006, APM Group also became OGCs Ocial Accreditoror ITIL and as o 1st January 2007 have been responsible or themonitoring and promotion o the ocial scheme or ExaminationInstitutes, training, consulting and qualications.

Within their role as the Ocial ITIL Accreditor, APM Group areresponsible or setting the standards and syllabuses throughoutthe market which any delivering Examination Institute (EI)must adhere to as well as creating, maintaining and deliveringthe ITIL qualications themselves. APM Group also promotesthe awareness o the ITIL ocial scheme through a variety ointernational marketing activities, oten in conjunction with OGC,TSO and itSMFI, and is responsible or the successul operation othe ITIL Qualications Board, urther explained within section 5o this brochure.

APM Group are also responsible or the accreditation andmonitoring o any EI applying to the ocial scheme to run ITILqualications and to accredit training organizations.

In addition to ensuring the continuation o the ocial scheme,APM Group are also assisting OGC in protecting the IPR o ITIL,through the issue o agreed licenses on behal o OGC to allowthose training and consulting organisations approved through an

EI to use the associated ITIL IP.

5. About the ITIL QualifcationsBoardAs the Ocial Accreditor, APM Group are responsible orrunning the ITIL Qualications Board.

The Board includes representatives rom all interested partieswithin the community rom around the world. Members othe Board include (though are not limited to) representativesrom OGC, APM Group, TSO, V3 Examination Panel, EIs anditSMF International as the internationally recognized orum or ITService Management proessionals.

The Qualications Board act as a steering committee or theocial scheme, ratiying any decisions made relating to thosewhich are accredited, as well as changes to standards andsyllabuses proposed by APM Group as the Ocial Accreditor.

The Board will also be available to consider any complaintsescalated to this orum regarding any accredited member o the

ocial scheme and to advise on an appropriate course o actionin relation to that complaint, leading ultimately to suspension orwithdrawal o accreditation.

The Board operates in accordance with the ollowing terms oreerence:

5.1. FunctionsThe main unctions o the ITIL Qualications Board are to:

Provide advice on the certication o training organizations,individual trainers and examination candidates

Provide advice on the technical basis or granting certication(qualications) i.e. the standards or certication set in

accordance with the ITIL ramework Saeguard impartiality on the part o APM Group in its

certicating activities Consider appeals by candidates against results awarded or the

ITIL Qualications ater the EIs appeals procedures have beenexhausted

Provide advice on the criteria or appointment o suitablyqualied Assessors contracted by each EI or the purpose oevaluating trainers and training courses delivered by ATOs

Provide advice on the criteria or appointment o suitablyqualied Examiners contracted by each EI or the purpose osetting, marking and reviewing Examinations

In conjunction with APM Group, appoint a Chie Examiner andreview such appointment on a regular basis

Request, receive and consider reports rom the ITILExamination Panel at occasional intervals, as may beappropriate to the working o the ITIL Qualications Board

Monitor the growth and success o the qualications andprovide advice accordingly.

5.2. Working practicesThe working practices o the ITIL Qualications Board are asollows:

Meetings will take place at least our times each year Any ve members o the ITIL Qualications Board will

constitute a quorum as long as there is a representative romAPM Group present and OGC or TSO

A Chairman will be elected rom those present in the absenceo the Chairman and the Deputy Chairman

APM Group are responsible or convening meetings, thecirculation o ITIL Qualications Board papers and drating ominutes. Qualications Board members will be consulted onagenda items prior to the meeting. Agenda items will only beadded i accompanied by a supporting paper

Full minutes o each meeting will be taken and distributed byAPM Group to the ull ITIL Qualications Board or commentwithin ten working days. A sanitised version o the ITILQualications Board meeting minutes will be produced byAPM Group or distribution outside o the Qualications Board

In the event o disagreement, decisions can be reached byvoting. Each member o the ITIL Qualications Board has a


7/20


single vote and the views o the majority will prevail. I anorganization is represented by more than one person, that willbe limited to one vote. The Chairman can use an additionalcasting vote only in extremis i warranted by the situation

In any instance where a decision o the ITIL QualicationsBoard is reached through a voting process, the number ovotes cast or and against will be recorded

At least one physical meeting or the whole Board will beconvened annually, preerably alongside one o the majoritSMFI conerences where possible, and agreed by the majority

6. About ExaminationInstitutes (EIs)APM Group as the Ocial Accreditor is authorized to license EIsto administer ITIL qualication and accreditation activities. APMGroup will also use their international oces to act as an EI todeliver the scheme to the market place in the orm o trainingand consulting accreditation and the delivery o qualications.

All organizations approved by APM Group as EIs will be auditedby independent auditors appointed by APM Group in accordancewith the principles o international best practice standards. APMGroup will also submit their EI to this audit process. I the systemsused by the applicant organizations are ound to be in line withthese guidelines, they will be granted permission to administerthe ocial scheme or ITIL accreditation and qualications andwill also be oered a place on the Qualications Board.

Under the contracts signed with APM Group, EIs are notpermitted to complete any o the ollowing activities:

Amend approved ITIL syllabuses Develop their own ITIL qualications

Develop products which may be perceived by the market ascompetition to those within the ocial ITIL scheme

Oer training or consulting in ITIL in competition with thoseorganizations they approve to do this

Make any amendments to the pass mark agreed by theQualication Board

Authorize the use o intellectual property and/or issuetrademark licenses to their approved organizations directly

Outsource the running o their ITIL activities to any third party,except where delivery agents are appointed and have beenagreed with the Ocial Accreditor

Sub-license or grant any rights associated with the use o OGCTrade Marks, Crown copyright or other ITIL related intellectualproperty

Under the contracts signed with APM Group, EIs are allowed tocomplete the ollowing activities:

Approve training organizations through the standards andmechanisms audited and agreed by APM Group

Administer examinations via those organizations they haveapproved using the standards and mechanisms agreed byAPM Group.

Any EI can operate internationally.

Further inormation about becoming an EI can be ound in ITILV3 Examination Institute Scheme Brochure.

7. About Accredited TrainingOrganizationsAccredited Training Organizations (ATOs) sometimes known asAccredited Course Providers (ACPs) are companies who havebeen assessed and approved by an EI to run ocially accreditedtraining courses and administer examinations in ITIL.

As part o their assessment these accredited organizations mustsubmit:

Their QMS (Quality Management Systems) detailing theirprocesses or administration o the training courses andexaminations

The course material they utilize during training ITIL candidatesor the examinations and

Their trainers or assessment by an EI

Following approval by an EI, ATOs are granted a licence by APMGroup as the Ocial Accreditor to use the relevant OGC ownedIP relating to ITIL.

ATOs may also be recognised by other Licensed ExaminationInstitutes who operate an ATO Accreditation RecognitionScheme. For more inormation, please contact one o the EIs.A ull list o EIs can be ound at www.itil-ofcialsite.com/ExaminationInstitutes/ExamInstitutes.asp

7.1. About ATO AfliatesAn Aliate is a training organisation who enters into acommercial arrangement with an ATO, to enable the ATO towork in dierent countries or in dierent regions o their owncountry through a third party agreement.

Under the ITIL scheme, aliates must adhere to the ollowingconditions:-

Aliates must work in accordance with the QualityManagement System that the ATO uses and has beenapproved by the EI. In cases where they do not use this thentheir Quality Management System will have to be approved bythe EI

Aliates must use training material as approved by the EI usedby the ATO

All Trainers working on behal o the aliate must be assessedby the EI to the same standard as the Trainers working or theATO

Aliates must market courses in the name o the ATO Aliates will be subject to spot checking and audit by the

EI in the same way that the ATO would be subject to audit Aliates can only use ITIL IP in the material that it is sub-

licensed to use by the ATO and, in advertising, must clearlystate that they are an aliate o the ATO who is accreditedand licensed to use the IP

Aliates cannot use the Accredited by (EI) logo. Anappropriate logo can be provided by the Accreditor that canbe used by aliates, who must sign a direct licence or theuse o ITIL associated IP with the Accreditor.

8. About the ITIL user orumitSMF International is the internationally recognized orum orIT Service Management proessionals. With chapters in over


8/20


50 countries, they are able to provide local support to thoseindividuals and organizations using and implementing ITILwhile adhering to the over-arching guidelines rom the centralinternational group.

itSMF International are recognized as an integral part o the ITILcommunity and as such are a collaborative partner to the ITIL

Ocial Scheme and participate in the Qualications Board.

9. About ITIL V3 Examinations9.1. OverviewThe ITIL core publications were last updated and released on 5thJune 2007. This release has been reerred to as Version 3 andalong with the appointment o the Ocial Accreditor in July2006, has led to changes in the IT IL Qualication structure, aswell as the administration o the ITIL ocial qualication scheme.

With the introduction o the new examinations, APM Groupas the Ocial Accreditor has made some changes to the

qualication scheme.

The sections below highlight the main changes in the Version 3qualications:-

9.1.1. SyllabusesAPM Group develops and maintains all the ITIL syllabuses or useby all Examination Institutes (EIs). EIs are not permitted to amendor develop ITIL syllabuses or qualications. APM Group havean international group o ITIL experts to produce, update andmaintain the syllabuses or all ITIL qualications.

These syllabuses are subject to sign o by the ITIL QualicationsBoard and will then be released or use by any EI that is approved

to run the ocial ITIL qualications.

9.1.2. Examination questionsAPM Group use the same group o international ITIL experts thatdevelop the syllabuses to lead on the creation o ITIL examinationquestions. APM Group maintain and update these questions ona requent basis in the light o the eedback received rom ATOsand candidates.

APM Group are responsible or the ocial examination questionsand license them to EIs approved to run the ocial scheme.

9.1.3. Examination ormat

Due to the changes in the structure o the core ITIL library, thestyle and ormat o the qualication levels and papers havealso changed. The changes have been made to harmonizethe qualications available through the EIs to ensure an equalstandard o competency, as well as better refect the Liecyclebased structure o Version 3.

10. The ITIL V3 Qualifcations Scheme10.1. OverviewThe purpose o the ITIL V3 Qualications Scheme is to ensurethat relevant and timely certications are available to support theormalized learning requirements o individuals and organizationsrelated to the ITIL Service Management Practices.

The design principles o the scheme speciy that every accreditedqualication must:

oer certications that are o value to the career objectives othe student

oer fexibility in how they can be delivered provide knowledge that meets the stated learning objectives

and competency outcomes align to Blooms Taxonomy levels o abstraction or setting

examination questions against the syllabus contribute to the maturity o ITSM proessionalism be responsive to evolving market demand provide a transitional upgrading strategy and supporting

certications or those wishing to enhance existingcertications to the V3 model, and those mid-stream wishingto complete certication under the V3 scheme.

10.2. DesignThe V3 Qualications Scheme is aligned to the construct othe ITIL Service Management Practices core guidance. The V3core guidance has expanded upon the ormer ITIL guidance by

including broader ITSM practices. The result is an increase inscope, breadth and depth o the syllabuses.

The basic design incorporates a modular structure orcertication to provide fexibility in the customer selection andthe use o a credit system to achieve Expert certication in ITSMand also to support innovative delivery mechanisms by the ATOcommunity.

10.3. Scheme StructureThe Qualications Scheme is based on content o the ITIL ServiceManagement Practices publications. The Qualications Boardhas approved the curriculum in this scheme which includes theollowing subject areas and elements o the ITIL Practices:

Strategy Generation Release and Deployment

Management

Demand Management Service Validation and Testing

Portolio Management Evaluation Management

Financial Management Knowledge Management

Service Catalogue Management Event Management

Service Level Management Incident Management

Availability Management Request Fullment

Capacity Management Problem Management

Service Continuity Management Access Management

Inormation Security

Management Operations Management

Supplier Management Service Measurement

Transition Planning and Support Service Reporting

Change Management Service Improvement

Service Asset and Conguration Technology Management

Management

Risk Management Application Management

Service Desk Monitoring and Control

IT Operations Management Technology Considerations

Organizational Considerations


9/20


The subject areas have been grouped into a variety ocombinations which cover the ITIL Service Management practiceLiecycle and Capability elements and are organized into threelevels o certication in the scheme.

10.4. Foundation levelThis entrance level oers a general awareness o the Service

Liecycle and the key elements within. Learning objectives andcompetencies are ocused on an understanding o the overalllinkages between the stages in the Liecycle, the processes usedand their contribution to Service Management practices.

The purpose o the ITIL Foundation Certicate in IT ServiceManagement is to certiy that the candidate has gainedknowledge o the ITIL terminology, structure and basic conceptsand has comprehended the core principles o ITIL practices orService Management.

The ITIL Foundation Certicate in IT Service Management is notintended to enable the holders o the certicate to apply the ITILpractices or Service Management without urther guidance.

Upon successul completion o the education and examinationcomponents related to this certication, candidates can expectto gain knowledge and understanding in the ollowing:

Service Management as a practice (Comprehension) Service Liecycle (Comprehension) Key Principles and Models (Comprehension) Generic Concepts (Awareness) Selected Processes (Awareness) Selected Roles (Awareness) Selected Functions (Awareness) Technology and Architecture (Awareness) ITIL Qualications Scheme (Awareness)

10.4.1. Target GroupThe target group o the ITIL Foundation Certicate in IT ServiceManagement is drawn rom:

Individuals who require a basic understanding o the ITILramework and how it may be used to enhance the quality oIT service management within an organization

IT proessionals who are working within an organization thathas adopted and adapted ITIL who need to be inormed aboutand thereater contribute to an ongoing service improvementprogramme

The Foundation examination utilizes Blooms level 1 and 2

Taxonomy and tests candidates in their ability to understandthe basic concepts, describe them and demonstrate basiccomprehension o the ITIL practices.

10.4.2. Format o the ITIL Foundation Certifcate in ITService Management Exam

Module 2Credit Value

Personal Study No recommendations or Personal Study

Course At least 18 hours o instruction with an ATODuration or the accredited equivalent via an e-learning

provider based on the latest syllabus version,

as part o a ormal, approved training course

Exam Type Multiple choice, 40 questions

Exam Duration 60 minutes. Candidates sitting theexamination in a language other thantheir native language have a maximum o

75 minutes and are allowed the use o adictionary

Prerequisites Accredited Foundation training is stronglyrecommended but not a prerequisite

Supervised Yes

Open Book No

Pass Score 65%

DistinctionScore None

Marking

Method Classic Multiple choice:Only one option can be correct and will beawarded a mark. The remaining 3 distractersare awarded no marks

Delivery Examination can be online or Paper Basedrom an ATO or directly via an ExaminationInstitutes Public Exam Scheme

Class size Maximum ratio o 25 students to one trainer

10.5. Intermediate LevelThe Intermediate Level is a dual stream modular certicationseries, each with a set o certications and a normalizationcertication.

The Service Liecycle series will be o interest to candidateswishing to obtain knowledge o V3 practices within the ServiceLiecycle context. The prime ocus is the Liecycle itsel, theuse o process and practice elements used within it and themanagement capabilities needed to deliver quality ServiceManagement practices in an organization.

The Service Capability series will be o interest to candidateswho wish to be certied in a deep level understanding oV3 processes and roles. Attention to the Service Liecycle isillustrated as part o the curriculum; however the primary ocus isthe process activities, execution and use throughout the ServiceLiecycle.

10..1. Target Group Individuals who require a deeper understanding o the ITIL

Service Management Practice elements o the ITIL ServiceLiecycle and how they may be implemented to enhance thequality o IT service management within an organization

IT proessionals working in roles associated with strategicplanning, execution and control within a service-basedbusiness model, seeking a deeper understanding o theunctions and processes o the ITIL Service Liecycle

Individuals seeking the ITIL Expert level certication in ITILService Management or which these are prerequisite modules

Individuals seeking progress towards the ITIL Masterstanding in IT Service Management or which the ITIL Expertcertication is a prerequisite


10/20

10 ITIL Service Management Practices

Individuals who wish to specialize in any o the ServiceLiecycle and Capability Areas.

The Intermediate Level exams utilize Blooms level 3 and 4 andrequire candidates to have deep level understanding o thesubject matter and demonstrate how to apply and execute theconcepts in the workplace.

10... Service Liecycle Modules

The Service Liecycle series is ocused on each stage o theLiecycle and syllabuses are matched to each o the ve corepractice areas. A certicate exam is given or each module.

The Liecycle modules are:

Service Strategy Service Design Service Transition Service Operation Continual Service Improvement

Each module o the Liecycle series covers an introduction tothe Service Liecycle, the principles, processes, unctions andactivities within that stage o the ITIL Service ManagementLiecycle, along with technology and implementationconsiderations.

Each ITIL Service Liecycle Stream Module is a ree-standingqualication, and comprises one o six modules that lead tothe ITIL Expert Level certication in IT Service Management.The purpose o these modules and the associated exams is,respectively, to impart, test, and validate the knowledge oindustry practices in Service Management and the ServiceLiecycle as documented in the ITIL Service ManagementPractices Core Publications.

These certicates will also be o interest to individuals simplyseeking a better grasp o the business undamentals thatdrive the need or IT services and justiy investments. TheService Liecycle Module Certicates expose such individuals toessential aspects o Management, Marketing, Operations, andOrganization Management useul to appreciate the concernso their business counterparts within a Service Managementcontext.

Upon successul completion o the education and examinationrelated to this certication, it is reasonable to expect a betterunderstanding o the content o the ITIL Service ManagementPractices, which orm the core o the ITIL Service Liecycle.

10...1. Eligibility or Liecycle Modules examinations

Beore taking the course it is recommended though not required,that candidates have exposure to basic concepts in IT and relatedwork experience o at least two years.

10.... Format o the Liecycle Module Examinations

ModuleCredit Value 3

Personal Study 21 hours o recommended Personal Study

Course Duration At least 21 hours o instruction with an ATOor the accredited equivalent via an e-learning

provider based on the latest version othe syllabus, as part o a ormal, approvedtraining course.

Exam Type 8 Complex Multiple choice, scenario basedquestions

Exam Duration 90 minutes. Candidates sitting theexamination in a language other thantheir native language have a maximum o120 minutes and are allowed the use o adictionary

Prerequisites 1. ITIL Foundation Certicate in IT ServiceManagement or V2 to V3 bridge equivalent.

2. Successul completion o an AccreditedCourse or the module rom an ITIL ATO

Supervised Yes

Open Book No

Pass Score 70%

Distinction Score NoneMarking Gradient scoring will be the marking method.Method In this method, questions are graded as

ollows:One option is correct and will receive themost marks; One option is partially correctand will receive slightly ewer marks than thecorrect option; One option is the least correctand will receive the ewest marks; One optionis incorrect and will receive no marks

Delivery Examination can be Paper Based or onlinerom an ATO or directly via an ExaminationInstitutes Public Exam Scheme (proo o

attendance at an Accredited training coursewill be required prior to taking the exam)


10.5.3. Service Capability modulesThe Service Capability series is ocused on role based clustersin a modular set, each with a certication. Each clustercontains groupings o processes and roles rom within ITIL ITService Management, intended to oer candidates a balancedknowledge o ITIL practices which have direct interaction anddependencies in their daily use.

The Capability modules and their respective subject areas are:

Planning, Protection and Optimization Availability Management Capacity Management IT Service Continuity Management Demand Management Risk Management Inormation Security Management

Service Oerings and Agreements Service Portolio Management Service Level Management Service Catalogue Management Demand Management


11/20

ITIL Service Management Practices 11

Supplier Management Financial Management

Release, Control and Validation Change Management Service Release and Deployment Management Service Validation and Testing

Service Asset and Conguration Management Knowledge Management Request Fullment Service Evaluation

Operational Support and Analysis Event Management Incident Management Request Fullment Problem Management Access Management Service Desk Technical Management IT Operations Management

Application Management

10...1. Format o the Service Capability Modules

Module 4Credit Value


Course Duration At least 30 hours o instruction with an ATOor the accredited equivalent via an e-learningprovider based on the latest version othe syllabus, as part o a ormal, approvedtraining course.

Exam Type 8 Complex Multiple choice, scenario based

questionsExam Duration 90 minutes. Candidates sitting the

examination in a language other thantheir native language have a maximum o120 minutes and are allowed the use o adictionary

Prerequisites 1.ITIL Foundation Certicate in IT ServiceManagement or V2 to V3 bridge equivalent

2. Successul completion o an AccreditedCourse or the module rom an ITIL ATO

Supervised Yes

Open Book No

Pass Score 70%

Distinction Score None

Marking Gradient scoring will be the marking methodMethod In this method, questions are graded as

ollows:One option is correct and will receive themost marks; One option is partially correctand will receive slightly ewer marks than thecorrect option; One option is the least correctand will receive the ewest marks; One optionis incorrect and will receive no marks

Delivery Examination can be Paper Based or onlinerom an ATO or directly via an ExaminationInstitutes Public Exam Scheme (proo oattendance at an Accredited training coursewill be required prior to taking the exam)


10.6. Managing Across the LiecycleThis certication completes the Liecycle and Capability streamsby ocusing on the ancillary knowledge required to implementand manage the necessary skills associated with the use o theLiecycle practices and includes:

Introduction to IT Service Management Business andManagerial Issues

Managing the Planning and Implementation o IT ServiceManagement

Management o Strategic Change Risk Management

Managerial Functions Understanding Organizational Challenges Liecycle Project Assessment Understanding Complementary Industry Guidance

10..1. Format o the Managing Across the LiecycleModule



Course Duration At least 30 hours o instruction with an ATOor the accredited equivalent via an e-learning

provider based on the latest version othe syllabus, as part o a ormal, approvedtraining course.

Exam Type Complex Multiple choice, multi-part, scenariobased questions

Exam Duration 90 minutes. Candidates sitting theexamination in a language other thantheir native language have a maximum o120 minutes and are allowed the use o adictionary

Prerequisites 1. Candidate must have attained a minimumo 17 credits rom prior ITIL (V2 or V3) study2. Successul completion o an Accredited

Course or the module rom an ITIL ATOSupervised Yes

Open Book No

Pass Score 70%


Marking Gradient scoring will be the marking method.Method In this method, questions are graded as

ollows:One option is correct and will receive themost marks; One option is partially correctand will receive slightly ewer marks than themost correct option; One option is the least


12/20


correct and will receive the least marks; Oneoption is incorrect and will receive no marks

Delivery Examination can be Paper Based or onlinerom an ATO or directly via an ExaminationInstitutes Public Exam Scheme (proo oattendance at an Accredited training course

will be required prior to taking the exam)Class size Maximum ratio o 12 students to one trainer

To reach ITIL Expert level this certication and accredited courseis mandatory or all candidates, unless they are exempt throughthe bridging option available to candidates currently certied atV1 or V2 Service Manager Level.

NOTE: No credits are given or duplicate modules andManager and Practitioner credits cannot be addedtogether to gain an exemption or an ITIL Expertcertifcation.

10.7. ITIL Expert in IT Service Management CertifcationThis certication is achieved by accumulating credits through therst two levels o the Scheme.

There is no examination required or this level; howevercandidates must achieve credits through a selection o balancedsubject areas which represent and are examined across the ullspectrum o the ITIL Service Management Practice areas.

To achieve the certication, candidates must obtain a minimumo twenty two (22) credits, two (2) o which must be rom theFoundation module which is a mandatory rst step, and ve(5)o which must be rom the Managing Across the Liecyclemodule which is a mandatory nal step.

Candidates can choose modules rom the Capability (4 creditsper module) or Liecycle (3 credits per module) streams to gainthe other 15 credits, but are expected to choose a balancedprogramme overall.

Candidates who hold a V1 or V2 Managers Certicate (17credits) and attend the mandatory V3 Managers Bridge courseand pass the examination (5 credits) will also obtain the ITILExpert certication.

No credit will be given or repeated modules. Candidateswho may wish to go orward to the ITIL Master Level (indevelopment) will be assessed to ensure that they have

gained credits or the ull Service Liecycle.

Any candidate wishing to gain the ITIL Expert certifcationusing credit exemptions must successully complete therelevant Bridge course and exam.

For more inormation on the credit system that supportsthe ITIL Scheme, please see sections 11 and 13 o thisdocument.

10.8. ITIL Master Level (In Development)The details provided in this section are subject to change and arepresented or inormation only.

Candidates or the ITIL Master Level will be required to haveachieved the ITIL Service Management Expert certication andbe able to demonstrate practical application experience througha peer evaluation scheme. They will be assessed on the broaderissues o ITSM implementations, including, but not limited to:

Managing cultural and organizational change

Responding to industry change Continual improvement o ITSM capability Preparing an organization or audit and certication Preparing to become and ITSM consultant and/or an ITIL

trainer

In addition, candidates wishing to achieve ITIL Master Levelstanding are likely to require a minimum o eight years o ITSMexperience and to have achieved the ITIL Expert certication.

The Master Level certication will be based on a combination oITSM theory and experiential evidence.

Testing methods may include:

Standardized case studies Open book written exams Combination o multiple choice, short question and essay-type

questions Deensive thesis Simulations

Examination testing will be at Blooms level 5 and 6 (analysis andsynthesis) and candidates will be required to identiy solutions torealistic situations.

It is expected that in uture, the ITIL Master Level certicationwill be recognized by external proessional industry bodies such

as the Institute o Service Management, the Institute o CertiedService Managers and National Computer Societies. Similarly,the Master Level certication scheme may elect to recognizea candidates standing with these types o bodies as a credittowards eligibility.

Fig 1 V3 Qualifcations Scheme Structure


13/20


11. V3 Qualifcations SchemeCredit SystemTo meet the objective o a fexible scheme that allows candidatesto tailor their V3 education and certication needs, a creditsystem is applied to the overall Qualications Scheme. Thispermits the widest possible choices or candidates in their

pursuit o certications and ensures well balanced subject matterknowledge o ITIL Service Management Practices. To maximizefexibility, credits can be selected rom a range o options.

Candidates may elect to take as many or ew modules as theywish to meet their individual or organizational needs, but mustaccumulate the required number o credits to gain the ITIL ExpertCertication.

Credits do not expire and once gained, can be used at a uturedate and will be applied in accordance with the rules o theQualications Scheme in use at that time.

11.1. Credit valuesEach V3 certication has been assigned a numerical credit value.Credit values across all levels can be accumulated to achieve therequired minimum twenty two (22) in order or a candidate toachieve the ITIL Expert level achievement certication.

Once the ITIL Expert Level is achieved, a candidate canpursue the ITIL Master Level certication, which is currently indevelopment.

Credits are assigned as ollows:

CreditValue

ITIL Foundation Certifcate in IT Service Management 2ITIL Service Liecycle streamService Strategy 3Service Design 3Service Transition 3Service Operation 3Continual Service Improvement 3

ITIL Service Capability streamPlanning, Protection and Optimization 4Service Oerings and Agreements 4Release, Control and Validation 4Operational Support and Analysis 4

Managing Across the Liecycle 5

Figure 2 shows the credits assigned to each certication modulewithin the V3 scheme:To ensure that candidates select a well balanced variety acrossthe curriculum, certain prerequisites and mandatory credits arerequired within the scheme to achieve ITIL Expert certication.

11.2. Pre-requisitesCandidates with no prior ITIL certications wishing to take ITILV3 examinations must satisy the ollowing prerequisites:

11..1. Foundation level

No credit or certication prerequisite is required to register

or ITIL Foundation Certicate in IT Service ManagementExamination.

11... Service Liecycle Modules

V3 ITIL Foundation Certicate in IT Service Managementrequired or V2 to V3 bridging equivalent (2 credits)

AND Completion o intermediate module course(s) rom a V3 ATO

11... Service Capability Modules

V3 ITIL Foundation Certicate in IT Service Management

required or V2 to V3 bridging equivalent (2 credits)AND Completion o intermediate module course(s) rom a V3 ATO

11... Managing Across the Liecycle Module

V3 ITIL Foundation Certicate in IT Service Managementrequired to V2 to V3 bridging equivalent (2 credits)

AND Accumulation o no less than 15 credits rom Liecycle and/or

Capability stream (no credit is given or duplicate modules)AND Completion o required intermediate Modules rom a V3 ATO

11... ITIL Master Level Qualifcation

The prerequisites or this level are in development and thesyllabus and prerequisites will be conrmed, however one o thepre-requisites will be ITIL Expert Level Certication.

11.3. Selecting Modules to Achieve ITIL ExpertCertifcationThe V3 Qualications Scheme oers a range o modules acrossthe three levels o learning to meet a variety o individual ororganizational learning objectives. Provided candidates meetprerequisites or any syllabus and examination, they can selectrom the various modules depending upon their learning needs.

The V3 Qualications Scheme requires that all candidateswishing to achieve the ITIL Expert Level certication, possess

Figure 2 V3 credit assignment


14/20


well balanced V3 subject matter knowledge. These certicationsexamine across the entire ITIL Service Management PracticeLiecycle and it is thereore important that any candidate wishingto become certied at these levels select modules that spanacross the Liecycle.

Some possible combinations or optimum balance across the ITIL

Service Management Practice Liecycle are shown in the tablebelow:

12. Bridging From Existing V1 or V2CertifcationsThe Qualications Board has approved the use o existing ITIL V1and V2 certications or prerequisite exemption and credit usewithin the V3 Qualications Scheme.

The bridging options exist to recognize the existing investment inITIL certications and eliminate the need to re-certiy under thenew scheme. The Bridging options recognize the elements o ITILV2 which continue orward in V3 and the certications achievedprior to the release o the V3 scheme.

12.1. Credit values or existing certifcationsAll certications must have been acquired rom the ollowingAccredited Examination Institutes. For a ull list see www.itil-ofcialsite.com/ExaminationInstitutes/ExamInstitutes.asp.The ollowing inormation was correct at 1st August 2009:

Examination Institute or Inormation Science (EXIN) Inormation Systems Examination Board (BCS-ISEB) Loyalist Certication Services (LCS) APMG-International DANSK IT

DF Certiering (DFC) TV SD Akademie GmbH CSME

Under the V3 Qualications Scheme, the ollowing credits aregranted or V1 and V2 and V1/V2 to V3 bridging certications:

V1/V2 Certifcation Credit V2 V3 BridgeBridge Credit

Certifcation

V2 ITIL Foundation 1.5 Foundation 0.5Bridge

V2 ITIL PractitionerClustered Subjects:Plan and Improve (IPPI) 3.5Agree and Dene (IPAD) 3.5Support and Restore (IPSR) 3.5 Holders oRelease and Control (IPRC) 3.5 12 credits or moreSingle Subjects: are eligibleService Desk and Incident or the V3

Management 2 ManagersService Level Management 2 Bridge and

Release Management 2 Managing 5Problem Management 2 Across theIT Service Continuity Liecycle

Management 2 leading toFinancial Management 2 ITIL ExpertConguration Management 2 CertifcationChange Management 2Capacity Management 2Availability Management 2

V3 ManagerITIL Service Manager BridgeV1 ITIL Service Manager 17 Bridge

V2 ITIL Service Manager 17 leading to5

ITIL ExpertCertifcation

Figure 3 V3 Module Combinations


15/20


1..1. Foundation level

Candidates who wish to obtain a V3 Foundation level oknowledge and who are currently in possession o a valid V2Foundation Certicate can select rom two options:

1. Successully pass the V3 IT IL Foundation Certicate in ITService Management ExaminationOR2. Successully pass the V2 V3 ITIL Foundation Bridge exam

1..1.1 V V ITIL Foundation Bridge

Candidates who have achieved the V2 Foundation certication

can gain a V3 oundation level o knowledge by attendinga V2 V3 Foundation Bridge course oered by a V3 ATOAND successully completing the V2 V3 Foundation BridgeExamination.

1..1. Target Group

The Foundation Bridge examination utilizes Blooms level 1 and2 Taxonomy and tests candidates in their ability to understandthe basic concepts, describe them and demonstrate basiccomprehension o the ITIL practices.

The Foundation Bridge course is targeted at existing holderso ITIL Foundation Certicates rom earlier ITIL versions whowant knowledge and understanding o the new content o

ITIL version 3.

1..1. Entry Criteria

Candidates shall ull the ollowing requirements:

Attend a Foundation Bridge course through classroom basedinstruction with an ATO or the accredited equivalent via ane-learning provider based on this syllabus, as part o a ormal,approved training course

Hold an ITIL Foundation Certicate in IT Service Managementrom earlier ITIL versions

There is mandatory accredited course attendance or thisexamination.

1..1. Format o the V-V Foundation Bridge

Module

Credit Value 0.5

Personal Study No recommendations or Personal Study

Course Duration At least 9 hours and 30 minutes o instructionwith an ATO or the accredited equivalent via

an e-learning provider based on the latestversion o the syllabus, as part o a ormal,

approved training course.

Exam Type Multiple choice, 20 questions.Exam Duration Maximum 30 minutes. Candidates sitting

the examination in a language other thantheir native language have a maximum o

40 minutes and are allowed the use o adictionary

Prerequisites Foundation Certicate rom earlier ITIL

versions

Supervised Yes

Open Book No

Pass Score 65%


Marking Method Classic Multiple choice:

Only one option can be correct and will beawarded a mark. The remaining 3 distracters

are awarded no marks

Delivery Examination can be online or Paper Based

rom an ATO or directly via an ExaminationInstitutes Public Exam Scheme (proo o

attendance at an accredited training coursewill be required prior to taking the exam).


12.2. V2 to V3 Bridging optionsFigure 4 V2 and V3 credit assignment


16/20


12.3. V2 Practitioner levelA number o V2 Practitioner courses are currently available.Under the Qualications Scheme, the V2 Practitionerqualications have been evaluated and assigned certain credits.

The potential possible combinations o current V2 Practitionercertications by any candidate are numerous and are not possibleto describe in detail here, but a mapping exercise has beencompleted on the content areas between V2 and V3 Capabilitysubject areas, the results o which should help candidates decidethe most appropriate V3 Capability or Liecycle modules to addto their individual or organizations portolio.

It is likely that some candidates who hold one or more o the V2Practitioner certications will wish to use credits toward the ITILExpert Certication.

The ollowing options are available or those candidates:

1. Candidates who possess a minimum o 12 credits romV2 Practitioner (clustered or single) and Foundation levelcertications, will be eligible or the V3 Managers Bridge andmust achieve the ollowing in order to be awarded the ITILExpert Certication:

Complete the V3 Managers Bridge course through an ATOand successully pass the V3 Managers Bridge exam

ANDAttend the V3 Managing Across the Liecycle course throughan ATO and successully pass the exam.

2. Candidates who possess less than 12 credits rom V2Practitioner (clustered or single) and Foundation levelcertications, must:

a. Complete the V2-V3 Foundation Bridge course andexamination through an ATO OR complete the V3 FoundationCerticate in IT Service Management

ANDComplete a balanced selection o accredited V3 ServiceCapability or Service Liecycle modules rom an accreditedtraining provider and successully pass the module exam(s) toattain 17 or more credits

ORb. Obtain urther credits by achieving additional V2 Practitioner

certications to attain 12 or more credits (under the V2Scheme requirements, so long as the certications remainpublicly available) in order to become eligible or the V3

Managers Bridge Certicate (see Option 1)ANDAttend the V3 Managing Across the Liecycle course throughan ATO and successully pass the exam

It is also possible or some existing V2 Practitioner candidatesto proceed into the V3 Service Liecycle or Capability stream tourther enhance their learning, as long as the appropriate V3bridging course and exam have been completed.

NOTE: In order to ensure balanced subject matterknowledge, no credit will be given or repeated modulesor modules which have a high level o content overlap.

For more inormation on these modules, please see section 13.

12.4. V1 or V2 Service ManagerCandidates who have achieved the V1 or V2 Service Managercertication can gain the V3 ITIL Expert certication by attendinga V3 Manager Bridge course oered by a V3 ATO ANDsuccessully completing the Manager Bridge Examination.

The Manager Bridge course covers the subject areas o all veLiecycle stages which are new to V3, and those existing subjectareas o V2 which have undergone signicant change in V3.

This qualication will bridge the gap between the ITIL V1 or V2Service Manager Certicate in IT Service Management and theITIL Expert certication in IT Service Management. This course isonly intended or those holding a valid ITIL Managers Certicatein IT Service Management based on ITIL Versions 1 or 2 andthose V2 Practitioners who have accrued sucient credits.

1..1. Target Group

The target group o the ITIL V3 Managers Bridge Qualication is:

Individuals who already hold the Managers Certicate in ITService Management at an earlier ITIL version, who wish toobtain the ITIL Expert in IT Service Management, therebydemonstrating their knowledge o ITIL V3

Individuals who hold sucient V2 Practitioner credits andwould like to obtain the ITIL Expert qualication by successullycompleting the V3 Managers Bridge and The Managing Acrossthe Liecycle accredited courses and examinations

1... Entry Criteria

This qualication is ONLY available to candidates who alreadyhold the Managers Certicate in IT Service Management orsucient V2 Practitioner credits.

In order to benet ully rom the course, all candidates shouldread the ITIL Service Liecycle Practices core guidance whichincludes:

Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Introduction to the Service Liecycle (Optional but

recommended)

There is mandatory accredited course attendance or thisexamination.

1... Format o the V Managers Bridge Module


Personal Study Candidates are expected to be amiliar withthe content o the ve Service Liecycle corepublications.

Course Duration At least 28 hours o classroom basedinstruction with an ATO or the accreditedequivalent via an e-learning provider basedon the latest version o the syllabus, as part


17/20


o a ormal, approved training course.

Exam Type Twenty (20) question Scenario-based,complex multiple-choice examination.

Exam Duration 90 minutes. Candidates sitting theexamination in a language other than

their native language have a maximum o120 minutes and are allowed the use o adictionary

Prerequisites V1 or V2 Managers Certicate in IT ServiceManagement or sucient V2 credits via theV2 Practitioner Bridge route

Supervised Yes

Open Book No

Pass Score 80% (16 o 20)


Marking Only one option can be correct and will beMethod awarded a mark. The remaining distracters

are awarded no marksDelivery Examination can be online or Paper Based

rom an ATO or directly via an ExaminationInstitutes Public Exam Scheme (proo oattendance at an Accredited training coursewill be required prior to taking the exam).


13. Credit Administration PolicySince one o the basic premises o the V3 Scheme is to provideITIL Expert achievement to candidates who demonstratea superior and well balanced knowledge o IT IL, through

achievement o qualications, an additional policy is neededto mandate how qualications with overlapped content willbe assigned credit recognition and how this will actor into theITIL Expert certication, while still ensuring that an appropriatebalance o knowledge is achieved across the V3 qualicationspectrum.

A Credit Administration policy has thereore been created toidentiy those modules which have a high degree o overlap,and as a result would not constitute balanced ITIL knowledgeand qualication acquisition to be used to apply or ITIL ExpertCertication.

The policy itsel highlights three degrees o overlap, and rules or

use o credits as ollows:

Content Overlap between 1 19%:Introductory content based on the ITSM-based curriculum thatwould be similar across many o the qualications or duality oprocess roles and organizational challenges generally accountsor areas o overlap. In either instance, this overlap is notconsidered sucient to warrant concern, nor detraction rom theoverall learning experience or the candidate.

The policy or any two qualifcations that overlap within thisrange is that the degree o overlap is negligible and does notnegate or exempt the credit acquisition o either or any o thesyllabuses which all into this range.

Candidates are allowed to use the credits gained in any two ormore o the qualifcations in this range toward the ITIL Expertachievement and to acquire the qualifcations toward a balancedITIL knowledge qualifcation portolio.

Content Overlap between 20 and 39%:Content overlap in this range is moderate and in most cases

results rom the same process (es) being covered. This overlapis most consistently seen between the Service Liecycle andService Capability qualications, where the same processes andunctions appear in both, but to varying degrees o depth.

Because the degree o overlap is moderate, taking twoqualications in this range will not constitute a signicantoverlap; however any candidate wishing to ensure aproper balance o knowledge should avoid combining twoqualications in this range, as greater benet will be gainedthrough balanced certication selection and investment. Thisalso strengthens a candidates knowledge base to succeedat the MALC qualication, the nal stage in achieving Expertcertication.

The policy or qualifcations that overlap within this range isthat in order to obtain a broad and balanced understanding oITIL, the ollowing certifcations should be avoided. However,candidates who do study or and pass these certifcates cancount both sets o units towards their Expert Certifcation.

Examples o the V3 Certications which all into this range andwhich candidates should avoid taking together are highlightedon the table below.

Fig 5 V3 combined with other V3 qualifcations

Content Overlap Between 40 79%:This range o content overlap is considered signicant andconstitutes duplicated learning unit outcome. An overlap o thisdegree is enough to compromise a balanced knowledge basewhen two or more overlapping qualications are combined.

Candidates, who are using their accumulation o credits togain Expert status, are at risk o not having a proper balanceo ITIL knowledge i they combine overlapping qualications inthis range. This places these candidates at increased risk o nothaving the knowledge to succeed at MALC, which presupposes aull base knowledge o ITIL V3.


18/20


Seven current V2 and V3 qualications all into this range:

Qualifcation Overlaps with Percentage o Overlap

SOA IPAD 44

PPO IPPI 49

RCV IPRC 40

RCV CCR 44

The policy in this instance is that any candidatewhoseobjective is to apply or ITIL Expert accreditationthroughcredit accumulation isnot permitted to use credits rom twooverlapping qualifcations. While candidates are ree to takeany qualifcation, credits rom only one o any two overlappingqualifcations can be submitted or ITIL Expert.

13.1 Credit ExemptionsTaking into account the elapsed time between launch o thescheme and introduction o this policy, during which a candidatemay have already acquired qualications rom the overlapping

V2 and V3 modules, a period o exemption to this policy isoered. This allows the policy to be applied airly and does notpenalize candidates who have already invested in overlappedqualications in good aith.

This exemption is applicable to candidates who already possesany o the V2 qualications above (IPAD, IPPI, IPRC or CCR) ANDone or more o the overlapping V3 qualications.

Thereore, any candidates who are applying or ITIL ExpertCertication and can prove they acquired the overlappingqualications prior to August 1, 2009 are eligible or theexemption.

14. What qualifcations are available?There are currently thirteen examinations within the ocial ITILV3 scheme available to candidates, which are:

The ITIL Foundation Certicate in IT Service Management The ITIL V2-V3 Foundation Bridge Certicate The ITIL V3 Managers Bridge Certicate The ollowing ITIL Intermediate Service Liecycle qualications:

ITIL Intermediate Service Strategy ITIL Intermediate Service Design ITIL Intermediate Service Transition ITIL Intermediate Service Operation ITIL Intermediate Continual Service Improvement

The ollowing ITIL Intermediate Service Capability qualications: ITIL Intermediate Planning, Protection and Optimization

(PP&O) ITIL Intermediate Service Oerings and Agreements (SO&A) ITIL Intermediate Release, Control and Validation (RC&V) ITIL Intermediate Operational Support and Analysis (OS&A)

The ITIL Intermediate Managing Across the Liecycle (MALC)qualication

When attending a training course, candidates should check thattheir chosen training provider has been accredited by one o theITIL Examination Institutes to ensure quality delivery and ocialexaminations.

14.1. Generic examination rulesThe ollowing rules are applicable to all examination levels andshould be read by any candidate wishing to take one or more othe qualications.

1.1.1. Examination provision

All accredited Examination Institutes are authorized to provide

ocial ITIL qualications. A current list o accredited ExaminationInstitutes can be ound at www.itil-ofcialsite.com/ExaminationInstitutes/ExamInstitutes.asp

Examinations can be delivered either via ATOs or whereapplicable, directly to candidates at public examination sessions.Where examinations are taken through an ATO, they will orderthe examinations rom their EI and organize the administrationo the examinations to their candidates or a ee, usuallyollowing a training course.

Where examinations are taken at a public sitting, candidates canbook through an EI, authorized examination centre or ATO andattend the examinations at their chosen time and venue rom

those published by the EI, authorized examination centre or ATO.

Some o the ITIL examinations are available in both paper andelectronic ormat. Where a candidate has a preerence as to thedelivery ormat o the qualication they wish to sit, they shouldregister this at the time they book the examination to ensuretheir expectations are met.

Each EI must maintain ull details o all examinations andcandidates must be which will be subject to audit by the OcialAccreditor. Successul examination candidates may have theirachievement published on the Accreditors Successul CandidateRegister www.itil-ofcialsite.com/ITILEISCRSquery.asp .To publish this inormation the candidate must provide their

permission at the time o examination in accordance with theEIs procedure and relevant data protections laws.

14.2.CompetitionATOs have a choice o EI, thereore EIs will publish theirown rules regarding the ollowing areas o schemeoperation:

Rules or the accreditation o ATOs, trainers and coursematerials

Fees or accreditation scheme and examinations Invigilation/Proctoring o examinations Issue and timing o results Issue and timing o certicates

Appeals process Complaints process Data Protection Policy Discrimination Policy

It should be noted however, that while EIs are permitted tocompete with each other on the areas o scheme deliveryoutlined above, they must satisy over-arching scheme principlesin order or them to be accredited. EIs are not permitted to act insuch a manner as to bring the ocial ITIL scheme into disrepute.

14.3. Appeals and complaintsAll EIs have their own individual processes or appeals againstaccreditation or certication decisions as well as complaints


19/20


against them or an ATO they accredit. Candidates should use thisprocedure in the rst instance.

Should a candidate be dissatised by the processing or result oan appeal or complaint they make through their EI, they havethe right to escalate this to OGCs Ocial Accreditor, The APMGroup Ltd.

Candidates who wish to escalate a concern to the OcialAccreditor should contact APM Group or urther details.

I necessary, APM Group may take the appeal or complaint tothe ITIL Qualications Board or consideration and resolution.In this instance APM Group will submit the issue or complaintat the next meeting o the ITIL Qualications Board and ensureeedback is provided in a timely ashion ater the meeting.

15. Examination translationAPM Group will liaise with itSMF International to nd suitable

ITIL experts to translate the qualications into key languages orthe use o training organizations and EIs.

APM Group will contract directly with those individuals to ensurethat qualications are available and are maintained and updatedin line with the master question library.

Up to date details o all currently available languages can beviewed at www.itil-ofcialsite.com/InternationalActivities/ExaminationLanguages.asp

16. What happens to candidatesholding current ITIL qualifcations?Those candidates who have already gained an IT IL qualicationand hold certicates at V2 Foundation, Practitioner and/or Service Manager level will still have their qualicationsrecognized.

17. Glossary o TermsACP Accredited Course Provider Alternative name or Accredited Training Organization (ATO)

AEC Authorized Examination Centre An organization which is accredited by an EI to holdexamination sittings, having met the specic AECrequirements as dened in the EIs Accreditation Guide,and making use o the EIs accredited Supervisors.

APM Group The APM Group Limited Partner to OGC and contracted as OGCs Ocial Accreditoror the ITIL qualication and accreditation scheme trading asAPM Group. Also operate as an EI trading under APMG.

APMG-International APMG-International Recognised EI.

ATO Accredited Training Organization Organization approved by an Examination Institute (EI) to run

training courses leading to ITIL qualicationsBCS-ISEB Inormation Systems Examination Board Recognized EI.

CSME CSME Recognized EI.

DANSK IT DANSK IT Recognized EI.

Delivery Agent EI Agents Delivery Agents are any entity appointed by the Sub-Licensee(subject to the Sub-Licensors prior written approval) toperorm Delivery Agent Services.

DFC DF Certiering AB Recognized EI.

EI Examination Institute Organization approved by APM Group to administer theassessment o course accreditation or ATOs and delivery oITIL examinations to the market place.

EXIN Examination Institute or Inormation Science Recognized EI.

itSMFI IT Service Management Forum International The independent internationally recognized orum or ITService Management proessionals.

LCS Loyalist Certication Services Recognized EI.

OGC Oce o Government Commerce A UK government department (ormally CCTA) whodeveloped and own the IT IL publications and ocial scheme.

OPSI Oce o Public Sector Inormation The UK government department responsible or managingCrown Copyright

QMS Quality Management Systems Details o the organization, including all processes,procedures and policies.

TSO The Stationery Oce OGCs ocial publishing partner responsible or thepublication and distribution o the ITIL core library

TV SD TV SD Akademie GmbH Recognized EI.


20/20


Oce o Government CommerceRosebery CourtSt Andrews Business ParkNorwich, NorolkOGC Service Desk: 0845 000 4999Email: [email protected]: www.ogc.gov.uk

The APM Group LimitedSword HouseTotteridge RoadHigh WycombeBuckinghamshire HP13 6DGTelephone: +44 (0)1494 452450Fax: +44 (0)1494 459559Email: [email protected]: www.apmgroupltd.com

St. CrispinsDuke StreetNorwich NR3 1PDUnited KingdomTelephone: +44 1603 696707Email: [email protected]: www.tso.co.uk

18. Contact DetailsOfce o Government Commerce (OGC)Tel: +44 845 000 4999Email: [email protected]

OGCs Ofcial Publisher The Stationery Ofce (TSO)

Tel: +44 (0)870 243 0123Textphone +44 (0)870 240 3701Fax +44 (0)870 243 0129Email: [email protected]

OGCs Ofcial Accreditor The APM Group LimitedTel: +44 (0) 1494 452 450Email: [email protected]

itSMF InternationalTel: +44 (0) 118 918 6500Email: [email protected]

Examination Institutes as o 01 August 2009

APMG-InternationalTel: +44 (0) 1494 452 450Email: [email protected]

BCS-ISEBTel: +44 (0)1793 417655.Email: [email protected]

CSMETel: +001-800-516-8416Email: [email protected]

DANSK ITTel: +45 33 11 15 60Email: [email protected]

DF Certifering (DFC)Tel: +46 70 644 90 80Email: [email protected]

Examination Institute or Inormation Science (EXIN)Tel: +31 (0)30 234 48 25Email: [email protected]

Loyalist Certifcation Services (LCS)Tel: +001 613-969-1707Email: [email protected]

TV SD Akademie GmbH

Tel: +49 89-5791-1909Email: [email protected]

A ull and current list o Examination Institutes can be oundat www.itil-ofcialsite.com/ExaminationInstitutes/ExamInstitutes.asp

ITIL 2009 V3 Qualification US[1]

Documents

Transcript of ITIL 2009 V3 Qualification US[1]