ITIL FAQ
What is ITIL?
ITIL is a non-proprietary approach for managing IT services, developed in the 1980s by the Office of Government Commerce (OGC) in the United Kingdom. Now considered the de facto standard for managing a business focused, cost effective IT organization, the ITIL framework was recently redesigned from a process-led approach to a service lifecycle approach. This end-to-end view of how IT should be integrated with business strategy is at the heart of ITIL v3's five core volumes:
- Service Strategy which looks at overall business aims and expectations to ensure IT strategy maps back to them
- Service Design which starts with a set of new or changed business requirements and ends with the development of a solution designed to meet the documented needs of the business
- Service Transition which is concerned with managing change, risk & quality assurance and has an objective to implement service designs so that service operations can manage the services and infrastructure in a controlled manner
- Service Operation which is concerned with business as usual activities
- Continual Service Improvement which has an overall view of all other elements and looks for ways that the overall process and service provision can be improved
What is an ITIL qualification?
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.
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 has 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 organizations or outsourcing companies.
What are the benefits of my organization using ITIL?
ITIL provides a systematic and professional approach to the management of IT service provision. Adopting its guidance can provide such benefits as:
- Reduced costs
- Improved IT services through the use of proven best practice processes
- Improved customer satisfaction through a more professional approach to service delivery
- Standards and guidance
- Improved productivity
- Improved use of skills and experience
- Improved delivery of third party services through the specification of ITIL
How do I get recognized in ITIL?
To get recognized in ITIL as an individual you need to achieve certification by taking an ITIL examination through a recognized 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.
What are the qualifications for ITIL v3?
For more information on the qualifications available in Version 3 click here.
What is the difference between ITIL v2 and ITIL v3?
The key difference is that ITIL v3 articulates the relationship between IT and the business far more clearly than earlier versions of ITIL. Instead of focusing on processes as in ITIL v2, ITIL v3 considers a wider view of IT by considering the Lifecycle of a service from its initial planning, which should be aligned to the business need, through to its final retirement. This allows a more thorough treatment of strategic options, functions, roles and responsibilities as well as continual improvement. The existing processes from earlier ITIL versions remain in ITIL v3 but have been improved and added to. ITIL v3 also looks more closely at alignment with other best practices and standards.
If I already hold an ITIL v2 qualification how do I upgrade to v3?
Anyone who holds an ITIL v2 Foundation certificate will have the option to take a one-day bridging course and 20-question multiple choice exam to bring them in-line with the new ITIL v3 qualifications.
The ITIL v2 Service Manager bridging course is five days followed by a 20-question multiple choice exam that covers all aspects of the service lifecycle.
How do I know whether I should go for v2 or v3?
ITIL v3 is an updated version of ITIL and ITIL v2 qualifications and exams will be phased out over the coming months.
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 your organization is operating under ITIL v2 guidelines, a more structured approach to the transition will be required and during this time it may be advisable to continue with the ITIL v2 courses.
Will v2 exams still be available?
ITIL v2 exams will continue to be available until late 2008.
What are the differences between the Lifecycle and Capability courses?
If you want to know how to implement processes, the Capability courses are for you. If your emphasis is on the management aspects of processes, such as setting policies, managing the processes, and organizing for processes, then the Lifecycle courses are for you. The other big difference is in the amount of time that is spent on the processes themselves. In the Capability courses each process is four hours, while in the Lifecycle courses each process is one hour.
Ultimately your course selections are up to you, but we believe the Operational Support and Analysis (OSA) and Release Control and Validate (RCV) Capability courses will provide you with the information you need to be successful in your ITIL implementation. These courses cover the operational end of the ITIL spectrum (vs. the design/strategic end - if this is your focus the Service Operation and Service Transition are probably the courses for you).
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 released 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 in 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, Portuguese, Chinese, Japanese and Russian. The Practitioner examinations are available in English only. The Service Manager examinations are available in English, German and Russian.
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 Spanish terms. The ITIL terms can be found in the exam requirements.
What happens if I fail an exam?
Our instructors consult, keep up to date with industry developments, and most importantly, they make the success of each student a priority. Our high pass rate is a testament to our instructors, curriculum, and exam preparation. In the unfortunate case you failed an examination; you can take part in another examination session. This does not necessarily have to be at the same examination centre, and there is no limit to the number of times you can retake the examination.
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.
Click here for details of the bridging courses.