ITIL Frequently Asked Questions
What is the cost of ITIL V3 Foundation e-learning?
The quickest, most affordable way to an ITIL V3 certification is by using a ITIL V3 Foundation e-learning pack: the training cost includes an exam simulator with sample ITIL V3 exam questions, foundation exam voucher, additional study material and full tutorial support while you study. The ITIL V3 Foundation e-learning pack is priced at $599 .
What is the cost of ITIL V3 Foundation classroom training?
This three day course leads to the ITIL V3 foundation qualification, enables delegates to understand the key concepts and terminology within the newly updated ITIL framework. Delegates will sit the ITIL V3 exam on the final day. The cost of this course depends upon the location - see all course dates in your area.
How much is the ITIL V3 Foundation exam fee?
The ITIL V3 Foundation e-learning pack contains: study material, full tutorial support, an exam simulator, process model and mock exam simulator. It also includes an exam voucher worth £100.
This voucher covers the exam price and is for use at a Prometric exam centre in many locations worldwide.
What is the difference between V2 and V3?
Amongst the key changes you’ll see in ITIL V3 is a wholesale shift towards a service-driven lifecycle approach and guidance which aims to be more prescriptive.
Where ITIL V2 outlined what should be done to improve processes, ITIL V3 explains clearly how you should go about doing it.
Another key ITIL V3 addition is demonstrating return on investment to the business. This was one of the most frequent requests from the industry consultations, carried out as part of the version three project.
For a more detailed explanation of the differences you can watch ILX's informative video presentation.
What is an ITIL qualification?
ITIL stands for: Information Technology Infrastructure Library.
The ITIL Certificates are designed as - IT Service Management - qualifications . They are aimed at all personnel who wish to become familiar with the best practices for IT Service Management, as defined in the OGC IT Infrastructure Library guidelines.
What does having ITIL Certification mean?
The holder of the Foundation Certificate in IT Service Management should be aware of the techniques, processes and functions in the core ITIL publications of Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. He or she should be able to relate this knowledge to wider IT issues and to their own work environment.
How do I get recognised in ITIL?
To get recognised in ITIL as an individual you need to achieve certification by taking an ITIL examination through a recognised exam centre. There are several levels to ITIL certification and which one aim to reach will depend on your current career level and your aspirations for the future.
For companies wishing to adopt ITIL, the route tends to be slightly different. The biggest decision is deciding if ITIL is right for you, and that requires an investment of time, collecting and reviewing information from the marketplace.Why do I need an ITIL Qualification?
The majority of people that consider ITIL as a qualification do so for career and personal development reasons. Often this is driven by a change of job or career, where you notice that to get to the top of the CV pile, you need to have an extra qualification like ITIL (even if you have been involved in service management successfully for many years without it). In many advertised positions ITIL has become a prerequisite.
The majority of companies that implement ITIL also encourage their employees to take the exams. If your staff have accredited ITIL qualifications, then you can present your company as using ITIL. This works particularly well where you tender for or supply to any large IT organisations or outsourcing companies.
What Does ITIL V3 Comprise of?
ITIL V3 consists of a library of five books:
- Service Strategy – Guidance on defining the types and levels of service that you wish to provide to your users and/or your customers.
- Service Design – Guidance to shape the way in which your service strategy will become a reality.
- Service Transition – Guidance on the implementation of these services. Moving from the previous state to the new state.
- Service Operation – Guidance on the day to day management and measurement of your services.
- Continual Service Improvement – Guidance on how to periodically reviews your portfolio of services to ensure that they are as good as they can be and still of value you to your clients.
In addition, ITIL is supported by a comprehensive qualifications scheme, accredited training organisations, and implementation and assessment tools.
Why Move To ITIL V3?
Because ITIL V3 provides:
- increased user and customer satisfaction with IT services
- improved service availability, directly leading to increased business profits and revenue
- financial savings from reduced rework, lost time, improved resource management and usage
- improved time to market for new products and services
- improved decision making and optimized risk.
How do I know whether I should go for V2 or V3?
ITIL V3 is an updated version of ITIL - ITIL V2 qualifications are being phased out now and exams will cease out by June 2011.
With this in mind anyone who is new to ITIL, contractors, consultants and those who are required to show they have the most up to date qualifications should undertake the ITIL V3 courses.
If I already hold an ITIL V2 qualification how do I upgrade to V3?
Individuals with existing ITIL V2 qualifications can use those qualifications as credits towards the Expert or may find that the credits or qualifications they hold will make them eligible for the current V3 Bridging routes.
Candidates who hold earlier ITIL qualifications can update their knowledge and certification via a series of "bridging" courses, such as the Foundation Bridging Course. These courses will also earn a candidate credits towards the Expert Level.
View ITIL Bridge course options
Are V2 exams still available?
ITIL V2 exams will be phased out entirely by June 2011. Exams will cease according to the following schedule:
| Exam | End Date |
|---|---|
| ITIL V2 Foundation | 30th June 2010 |
| ITIL V2 Managers | 31st July 2010 |
| ITIL V2 Practitioner | 31st December 2010 |
| ITIL V2 Foundation Bridge | 31st December 2010 |
| Re-sits and Managers Bridge | 30th June 2011 |
Will the Practitioners and Managers qualification remain the same?
No, the ITIL qualification structure has completely changed and ITIL managers and practitioners will be required to take a bridging course and exam in order to be eligible for the new ITIL Diploma certificate.
The courses and examinations for ITIL managers and practitioners to bridge to ITIL V3 are still under discussion by the examination board and are expected to be realsed over the coming few months.
Can I use the ITIL Manuals only to study?
For foundation level you can, as the ITIL manuals contain pretty much everything you need. However it is hard work, and often your own interpretation of ITIL may be different to that required. If you are working on a shoestring budget, then this may be the only option open to you, but with all the extra study involved, your time may be better spent learning using an accredited course.
For the intermediate or diploma levels it is compulsory to attend an accredited training course.
What languages are the ITIL examinations available in?
The Foundation examinations are available in English, French, Spanish, German, Portugese, Chinese, Japanese and Russian. The Practitioner examinations are available in English only. The Service Manager examinations are available in English, German and Russian.
Will I have to update my Foundation certification with the release of ITIL V3?
Yes, If you hold an ITIL foundation certificate from any of the previous versions of ITIL you need to attend a one day course with an examination in order to update it to an ITIL V3 qualification. This will be essential for anyone wishing to go onto the higher levels of ITIL.
See details of the bridging courses.
If I take ITIL Foundation in another language do I still have to learn the ITIL terms in English?
Yes, you do. In the examinations you will find both the English as well as the translated terms. The ITIL terms can be found in the exam requirements.
How long do I have to wait for the results of my multiple choice examinations?
For each multiple choice exam, every candidate receives the result paper and certificate within four weeks of the examination session.
How can I specify how my name should be printed on the certificate?
At the start of the examination session one fills in the Personal Data Form. On this form there is an item where you can specify exactly how your name should be printed on the certificate.
What happens if I fail an exam?
In the unfortunate case you failed an examination, you can take part in another examination session, which is subject to a resit fee. This does not necessarily have to be at the same examination centre.
There is no limit to the number of times you can retake the examination.
Exam pass rates are much higher for delegates who have sat an accredited training course. You should consider potential resit costs when choosing the most appropriate training route.
What is Prometric and what is its role?
Thomson Prometric is a worldwide provider of computer based examinations. The ITIL Foundation examination is one of the examinations available in the Prometric Authorized Testing Centers.
What is the difference between EXIN and ISEB?
According to Richard Wills of the OGC, "the only difference between the two is that their respective services are offered in different parts of the world."
What is ISEB?
The Information Systems Examinations Board (ISEB) is a division of the British Computer Society. ISEB was created in 1990 from the Systems Analysis Examinations Board (which was set up in 1967). ISEB administrates examinations and issues certificates in a variety of subjects in the field of information systems engineering. A list of qualifications can be obtained from ISEB.
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