ITIL V3 Qualification Structure
The new ITIL V3 qualification scheme consists of:
- Foundation level,
Is a prerequisite to any further ITIL V3 training. - Intermediate level: Lifecycle and Capability Streams
- Lifecycle Stream
Similar to the existing ITIL V2 Management Certificate, but focusses on the 5 volumes. - Capability Stream
Similar to the ITIL V2 Practitioner courses, focussing on the processes.
- Lifecycle Stream
- Managing Across the Lifecycle
Completes the Lifecycle and Capability streams by focusing on the ancillary knowledge required to implement and manage the necessary skills associated with the use of the Lifecycle practices. - ITIL Service Management Expert Certification
This certification is achieved by accumulating credits through the first two levels of the Scheme. - Advanced Level
Has not been fully developed at this stage.
*working title
ITIL V3 Foundation Level Qualification
In short, the ITIL V3 Foundation qualification is an entrance level qualification that offers a general awareness of the IT Service Lifecycle and the key elements within.
ITIL V3 Foundation learning objectives and competencies
Learning objectives and competencies are focused on an understanding of the overall linkages between the stages in the Lifecycle, the processes used and their contribution to service management practices.What you will learn
The purpose of the ITIL Foundation Certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for Service Management.The ITIL Foundation Certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL practices for Service Management without further guidance.
Upon successful completion of the education and examination components related to this certification, candidates can expect to gain knowledge and understanding in the following:
- Service Management as a practice (Comprehension)
- Service Lifecycle (Comprehension)
- Key Principles and Models (Comprehension)
- Generic Concepts (Awareness)
- Selected Processes (Awareness)
- Selected Roles (Awareness)
- Selected Functions (Awareness)
- Technology and Architecture (Awareness)
- ITIL Qualification Scheme (Awareness)
Target group
The target group of the ITIL V3 Foundation Certificate in IT Service Management is drawn from:- Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.
- IT professionals who are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme.
The ITIL V3 Foundation exam
The Foundation examination utilizes Bloom's level 1 and 2 taxonomy and tests candidates in their ability to understand the basic concepts, describe them and demonstrate basic comprehension of the ITIL practices.ITIL V3 Foundation exam format:
- Multiple choice, 40 questions (26 questions must be aswered correctly to pass)
- 1 hour duration, (candidates sitting the examination in a language other than their native language have a maximum of 75 minutes and are allowed the use of a dictionary)
- Closed book
- Pass Score: 65%
Successfully passing the foundation qualification will earn 2 credits towards an ITIL Diploma.
ITIL V3 Intermediate Level
The ITIL V3 Intermediate stream is a dual stream modular certification series, each with a set of certifications and a normalization certification.
The Service Lifecycle series
This series is of interest to candidates wishing to obtain knowledge of V3 practices within the Service Lifecycle context. Prime focus is the Lifecycle itself, the use of process and practice elements used within it and the management capabilities needed to deliver quality Service Management practices in an organization.The Service Capability series
This series will be of interest to candidates who wish to be certified in a deep level understanding of V3 processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum; however the primary focus is the process activities, execution and use throughout the Service Lifecycle.Target Group
- Individuals who require a deeper understanding of the ITIL Service Management Practice elements of the ITIL Service Lifecycle and how they may be implemented to enhance the quality of IT service management within an organization.
- IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking a deeper understanding of the functions and processes of the ITIL Service Lifecycle.
- Individuals seeking the ITIL Expert level certification in ITIL Service Management for which these are prerequisite modules.
- Individuals seeking progress towards the ITIL Advanced Service Management Professional standing in IT Service Management for which the ITIL Expert certification is a prerequisite.
- Individuals who wish to specialize in any of the Service Lifecycle and Capability Areas.
The frameword consists of two clearly defined series:
The Service Lifecycle Modules
The Service Lifecycle series is focused on each stage of the Lifecycle
and syllabi are matched to each of the five core practice areas. A
certificate exam is given for each module.
The Lifecycle modules are:
- Service Strategy,
- Service Design,
- Service Transition,
- Service Operation,
- Continual Service Improvement.
Each of the lifecycle qualifications earns 3 credits towards an ITIL Diploma.
Each module of the Lifecycle series covers an introduction to the service Lifecycle, the principles, processes, functions and activities within that stage of the ITIL Service Management Lifecycle, along with technology and implementation considerations.
Each ITIL Service Lifecycle Stream Module - is a free-standing qualification, and comprises one of six modules that lead to the full ITIL Expert Level certification in IT Service Management. The purpose of these modules and the associated exams is, respectively, to impart, test, and validate the knowledge of industry practices in Service Management and the Service Lifecycle as documented in the ITIL Service Management Practices Core Publications.
These certificates will also be of interest to individuals simply seeking a better grasp of the business fundamentals that drive the need for IT services and justify investments. The Service Lifecycle Module Certificates exposes such individuals to essential aspects of Management, Marketing, Operations, and Organization Management useful to appreciate the concerns of their business counterparts within a service management context.
Upon successful completion of the education and examination related to this certification, it is reasonable to expect a better understanding of the content of the ITIL Service Management Practices, which form the core of the ITIL Service Lifecycle.
Eligibility for Lifecycle Modules examinations
Candidates shall fulfill the following requirements:
- At least 21 hours of classroom based instruction with an ATO or the accredited equivalent via an e-learning provider based on this syllabus, as part of a formal, approved training course.
- ITIL Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent.
Before taking the course it is recommended though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years. It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.
There is mandatory accredited course attendance for this examination.
The Service Capability Stream
The Service Capability series is focused on role based clusters in a modular set, each with a certification. Each cluster contains groupings of processes and roles from within ITIL IT Service Management, intended to offer candidates a balanced knowledge of ITIL practices which have direct interaction and dependencies in their daily use.
The capability modules and their respective subject areas are:
- Planning, Protection and Optimization which covers:
- Availability Management
- Capacity Management
- IT Service Continuity Management
- Demand Management
- Risk Management
- Information Security Management
- Service Offerings & Agreements which covers:
- Service Portfolio Management
- Service Level Management
- Service Catalogue Management
- Demand Management
- Supplier Management
- Financial Management
- Release, Control & Validation which covers:
- Change Management
- Service Release and Deployment Management
- Service Validation and Testing
- Service Asset and Configuration Management
- Knowledge Management
- Request Fulfillment
- Service Evaluation
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
- Service Desk
- Technical Management
- IT Operations Management
- Application Management
Each of the capability qualifications earns 4 credits towards an ITIL Diploma.
Candidates may select units from either stream.
Successful completion of a unit will provide credits towards the ITIL Diploma Qualification.
Eligibility for Capability Modules examinations
Candidates shall fulfill the following requirements:
- At least 30 hours of classroom based instruction with an ATO or the accredited equivalent via an e-learning provider based on this syllabus, as part of a formal, approved training course.
- ITIL Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent.
There is mandatory accredited course attendance for this examination.
Managing Across the Lifecycle
This certification completes the Lifecycle and Capability streams by focusing on the ancillary knowledge required to implement and manage the necessary skills associated with the use of the Lifecycle practices and includes:
- Introduction to IT Service Management Business & Managerial Issues
- Managing the Planning and Implementation of IT Service Management
- Management of Strategic Change . Risk Management . Managerial Functions
- Understanding Organizational Challenges
- Lifecycle Project Assessment
- Understanding Complementary Industry Guidance
Eligibility for the Managing Across the Lifecycle Module examination
Candidates shall fulfill the following requirements:
- At least 30 hours of classroom based instruction with an ATO or the
accredited equivalent via an e-learning provider based on this
syllabus, as part of a formal, approved training course. - To have achieved a minimum of 17 credits from any combination of
V3 units OR a combination of V2 Practitioner and V3 units,
including an ITIL Foundation Certificate in IT Service Management
or V2 to V3 bridge equivalent
The intermediate certification exams utilize Bloom's level 3 and 4 and require candidates to have deep level understanding of the subject matter and demonstrate how to apply and execute the concepts in the workplace.
There is mandatory accredited course attendance for this examination.
This certification and accredited course is mandatory for all candidates unless they are exempt through the bridging option available to candidates currently certified at V1 or V2 Service Manager Level.
No credits are given for duplicate modules and Manager and Practitioner credits cannot be added together to gain an exemption or an ITIL Expert certification.
ITIL Service Management Expert Certification
This certification is achieved by accumulating credits through the first two levels of the Scheme.
There is no examination required for this level; however candidates must achieve credits through a selection of balanced subject areas which represent and are examined across the full spectrum of the ITIL Service Management Practice areas.
The certification will be granted to those who possess the following in order to gain the 22 credits required to qualify:
- An ITIL foundation certificate (2 credits)
- Completion of the Managing through the Lifecycle course (5 credits)
- At least 15 credits from any combination of Capability modules (each worth 4 credits each) or Lifecycle modules (each worth 3 credits each)
Candidates who hold a V1 or V2 Managers Certificate (17 credits) and attend the mandatory V3 Managers Bridge course and pass the examination (5 credits) will also obtain the ITIL Expert certification. No credit will be given for repeated modules.
Candidates who may wish to go forward to the Advanced Level (in development) will be assessed to ensure that they have gained credits for the full Service Lifecycle.
Any candidate wishing to gain the ITIL Service Management Expert certification using credit exemptions must successfully complete the relevant Bridge course and exam.
ITIL V3 Advanced Level Qualifications
At present, the Advanced Level certification is still in development. The details provided in this section are subject to change and will be appended to the Qualification Scheme when this level has been finalized and approved by the Qualification Board.
The Advanced Level of study leads to an ITSM professional Certification. Candidates for the Advanced Level are required to have achieved the ITIL Service Management Expert certification and be able to demonstrate practical application experience through a peer evaluation scheme. They will be assessed on the broader issues of ITSM implementations, including, but not limited to:
- Managing cultural and organizational change
- Responding to industry change
- Continual improvement of ITSM capability
- Preparing organization for audit and certification
- Preparing to become and ITSM consultant and/or an ITIL trainer
Candidates wishing to achieve Advanced Level standing are required to have a minimum of eight years of ITSM experience and to have achieved the ITIL Expert certification. Testing methods may include:
- Standardized case studies
- Open book written exams
- Combination of multiple choice, short question and essay-type questions
- Defensive thesis
- Simulations
The Advanced Level certification will be based on a combination of ITSM theory and experiential evidence.
Examination testing will be at Bloom's level 5&6 (analysis and synthesis) and candidates will be required to identify solutions to realistic situations.
It is expected that in future, the Advanced Level certification will be recognized by external professional industry bodies such as the Institute of Service Management, the Institute of Certified Service Managers and National Computer Societies. Similarly, the Advanced Level certification scheme may elect to recognize a candidates standing with these types of bodies as a credit towards eligibility.
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