ITIL® Certification - IT Service Management

ITIL® is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organizations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme.

ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL has been developed in recognition of organizations' growing dependency on IT and embodies best practices for IT Service Management.

 

Benefits for Individuals

  • Provide a practical framework for identifying, planning, delivering and supporting IT services to the business.
  • Increase business productivity, efficiency and effectiveness through more reliable IT services.
  • Define processes with clearly documented accountability for each activity to increase efficiency.
  • Enable a business to keep pace with change and drive business change to its advantage.
  • Help employees to focus on the needs of the customers and user experience rather than spending too much time on technological issues.

Benefits for Organizations

  • Align IT services with business priorities to achieve strategic objectives.
  • Increase value from the service portfolio while reducing costs and risk.
  • Enable successful business transformation and growth with an increased competitive advantage by defining and managing the customer and service portfolio.
  • Increase competence, capability and productivity of IT staff and better utilize the skills and experience of staff.
  • Improve user and customer satisfaction with IT as well as the end-user perception and brand image.

 

Foundation Level

The purpose of the ITIL Foundation certificate in IT Service Management is to certify that you have gained knowledge of the ITIL terminology, structure and basic concepts and have comprehended the core principles of ITIL practices for Service Management.

After completing the ITIL foundation course and exam, you will have gained knowledge and understanding in the following areas:

  • Service management as a practice
  • The ITIL service lifecycle
  • Generic concepts and definitions
  • Key principles and models
  • Selected processes
  • Selected functions
  • Selected roles
  • Technology and architecture
  • Competence and training

Exam Format:

  • Multiple choice
  • 40 questions per paper
  • 26 marks required to pass (out of 40 available) - 65%
  • 60 minutes duration
  • Closed book.

 

ITIL Intermediate qualification scheme

After obtaining the ITIL Foundation certificate many people ask: what next? Everyone who works in an organization that uses best practices of IT service management should expand knowledge in this  field, not only to better understand ITIL framework, but first of all to learn how to use it. ITIL is a set  of best practice in IT service management, thus who should know and use these practices?

Everyone in the organization should be familiar with at least Foundation level while managers at various positions should ensure the further development of knowledge and competence in the field of ITIL to learn how to use best practices. Training offer for everyone who already got ITIL Foundation certificate and wish to gain new levels of initiation and knowledge is fairly broad. You can choose from a total of 10 different courses designed and organized not only to get extremely valued and sought ITIL Expert certificate, but also to appropriately choose range of topics to meet particular organization’s needs and personal development.

ITIL Intermediate Training is divided into two independent paths: Capability modules path and Lifecycle modules path; Capability modules path consists of four different courses while Lifecycle modules path consists of five different courses. Regardless of the path selection the last course that integrates and summarizes the acquired knowledge is Managing Across the Lifecycle course. ITIL trainings and certifications are explained on the figure below:

 

Of course the goal is to get the ITIL Expert certification however each intermediate course ends with an exam and appropriate certificate is issued, which also has its own value. Furthermore anyone who has passed the exam earns credits. To get ITIL Expert certificate 22 credits are required. To collect all required credits each candidate need to pass ITIL Foundation exam that gives 2 credits and appropriate intermediate exams to get 20 or more credits. 

Each passed exam in the Lifecycle modules path grants 3 credits. Each passed exam in the Capability modules path grants 4 credits. Thus passing all exams from chosen intermediate training path grants accordingly 15 credits from Lifecycle path and 16 credits from Capability path. Passing Managing Across the Lifecycle exam grants 5 credits. Summing up 22 credits or more required for the ITIL Expert certification a candidate can accumulate from for example: ITIL Foundation (2 credits) + 5 exams from the Lifecycle path (15 credits) + Managing Across the Lifecycle (5 credits) or ITIL Foundation (2 credits) + 4 exams from the Capability path (16 credits) + Managing Across the Lifecycle (5 credits). The person who gathered the required number of credits is awarded the ITIL Expert certificate without any additional conditions. 

It is recommended to decide for one of the two proposed paths, but combining trainings and examinations of the two paths (and thus collecting credits) is acceptable. Nevertheless selected courses cannot overlap and multiply - 11 times ITIL Foundation exam does not provide 22 credits! The following table may be helpful in the selection of exams from different paths:

 

It is recommended that every ITIL Intermediate course participant has got ITIL Foundation certificate or equivalent knowledge. To attempt to ITIL Intermediate exam ITIL Foundation certificate and accredited training participation are mandatory.

 

ITIL Intermediate courses – Lifecycle path

The Lifecycle path is recommended for candidates willing to acquire knowledge of ITIL practices through Service Lifecycle.

The main covered subjects are:

  • the ITIL service lifecycle,
  • practice in use of processes and process elements,
  • capabilities in management required to get Service Management proficiency in an organization

Courses:

  • SS (Service Strategy) – 3 days accredited course with exam
  • SD (Service Design) – 3 days accredited course with exam
  • ST (Service Transition) – 3 days accredited course with exam
  • SO (Service Operation) – 3 days accredited course with exam
  • CSI (Continual Service Improvement) – 3 days accredited course with exam.

 

ITIL Intermediate courses – Capability path

The Capability path is recommended for candidates willing to obtain better comprehension of processes and roles. 

The main covered subjects are:

  • activities within processes
  • the carrying out and taking advantage of processes through the Service Lifecycle

Courses:

  • SOA (Service Offerings and Agreements) – 4 days accredited course with exam
  • PPO (Planning, Protection and Optimization) – 4 days accredited course with exam
  • RCV (Release, Control and Validation) – 4 days accredited course with exam
  • OSA (Operational Support and Analysis) – 3 days accredited course with exam.

 

Managing Across the Lifecycle course

This is five days course that closes and summarizes Lifecycle and Capability Intermediate paths by concentrating on essential learning points and knowledge IT management staff require on pivotal organizational topics.

Courses:

  • MALC (Managing Across the Lifecycle) – 5 days accredited course with exam.

 

ITIL Intermediate Exams

Exams after each Lifecycle or Capability course consist of 8 complex, multiple-choice, scenario based question with 4 possible answers. Responses are scored accordingly:

  • 5 points for the best answer (fully correct and complete)
  • 3 points good answer (partially correct)
  • 1 point sufficient answer (acceptable answer with some weaknesses)
  • 0 point for distractor (incorrect answer)

The maximum score is 40 points and passing score is 28 (70%).

Standard exam duration is 90 minutes but candidates attempting to the exam in foreign language get additional 30 minutes and are allowed to use dictionary. All other books must be closed and are not allowed.

 

Exam after Managing Across the Lifecycle course is slightly different and consists of 10 complex, multiple-choice question based on a case study given in advance with some short additional scenarios particularizing each question. Participants must select 1 of 4 possible answers scored accordingly:

  • 5 points for the best answer (fully correct and complete)
  • 3 points good answer (partially correct)
  • 1 point sufficient answer (acceptable answer with some weaknesses)
  • 0 point for distractor (incorrect answer)

The maximum score is 50 points and passing score is 35 (70%).

Standard exam duration is 120 minutes but candidates attempting to the exam in foreign language get additional 30 minutes and are allowed to use dictionary. All other books must be closed and are not allowed.

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