Search

Series List Filter

An Introduction To ITIL® Exam

ITIL® is the most widely adopted ITSM framework in the world. Adopting ITIL® brings many key benefits to your IT service management processes. It blesses your organization with flexibility, adaptability, and improved relationships with the customers. There are various levels which demonstrate the skills and expertise of the candidate taking the ITIL® examination. Each level has certain requirements and benefits.What is ITIL® foundation certification exam? The ITIL® - ‘Information Technology Infrastructure Library’ is a management software framework, built to make services provided by the IT sector more effective and parallel with the business procedures.Organizations who adopt ITIL® must follow the set of rules and framework laid out by it. This framework guides them into delivering their services according to a well-designed set of uniform processes. ITIL® is hugely accepted, as it is formulated after considering thousands of case studies, real-life situations and suggestions from professionals. ITIL® frameworks assist the companies in improving their ITSM by providing the customer with the best service.Why take the ITIL® exam? The foundation certification exam is the entry-level course. It teaches the basics and general concepts, terminology, and elements practiced in the ITIL® Lifecycle.The attributes of ITIL® Framework such as implementation, integration, and configuration in the business structures allow the company to be more productive, produce better results and stay essentially prudent. The framework assists the companies to be cost-effective by grasping the best practices.ITIL® offers the following benefits:Reduced IT costsImproved IT servicesImproved customer satisfactionStrict adaptation of standards and guidanceImproved productivityImproved employment of skills and experienceImproved delivery of third-party servicesNot just that, reports have also suggested that the ITIL® can also help businesses improve services by:Establishing customer relationships by addressing effective services that meet their needsAssisting businesses in handling uncertainty, disturbance, and failureProducing a firm environment that still permits development, scale, and varietyEstablishing cost-effective methodsThe certification affirms your skills and expertise in the field. Moreover, the best feature of the ITIL® certification is that once you acquire the certification, you will have these credentials in your resume for a lifetime.Benefits of ITIL® to individuals:ITIL® has helped the learners in getting acquainted with the best practice methodology. These methods are not only systematic but are professionally valued too.The course enhances a professional’s ability to design, distinguish and support the IT services in a business, producing improved productivity, performance, and competence.It addresses and teaches professionals to focus on the most important aspect of a business - the customer experience.ITIL® helps the professional to sort and prioritize the things that are of value according to the business standards.The reason why ITIL® is so much in demand has also to do with the fact that it increases the market value of a certified professionalExam structure:TypeThe Question types are MCQ or   Choice Questions. It consists of 40 questions.These questions are picked from the ITIL® Foundation Certification question bank.DurationThe Time limit provided is 60 Minutes or 1 hour for all the candidates in their particular languages.Passing scoreParticipants have to score 26 marks out of 40 (65%) to attain the certification.Provisions for additional time relating to languageFor candidates who are attempting the examination in a language which is not their mother tongue are allocated 15 mins more than the usual duration, making it 75 mins to complete their examination. They are also allowed to use the dictionary.PrerequisiteSince ITIL® is a competitive and rather tough examination, an Accredited ITIL® Foundation training is recommended. However, it is not a prerequisite.SupervisedYesOpen BookNoDeliveryThis examination is available in two formats. Computer-based or Paper-based formatITIL® certification level path & ITIL® V3 credit systemThroughout the certification course, there’s a certain number of ITIL® Credits awarded when you clear the levels through examination.1. Foundation CourseTraining: Required.Prerequisites: Not RequiredExamination: Yes, RequiredAwards: 2 ITIL® creditsCertificate: Yes.2. Intermediate Course Prerequisites: ITIL® Foundation Certificate.Training: Yes, requiredExamination: Yes.Certificate: Awarded on successful completion of each exam module.                 Service Lifecycle stream modules: Service Design - 3 creditsService Strategy - 3 creditsService Operation - 3 creditsService Transition - 3 credits    Continual Service Improvement - 3 credits                Service Capability stream modules: Release, Control, and Validation - 4 creditsService Offerings and Agreements - 4 creditsPlanning, Protection, and Optimization - 4 creditsOperational Support, and Analysis - 4 credits3. Managing Across Service Lifecycle – MALCPrerequisites: ITIL® Foundation. 15 credits (Intermediate level) + 2 credits. Hence, 17 credits in total.Training: Yes, required.Examination: YesAwards: 5 ITIL® creditsCertificate: Awarded on successful completion of exam4. Expert Prerequisites: ITIL® FoundationITIL® Intermediate15 credits collected in ITIL® Intermediate levelMALC examination qualification In Total - minimum of 22 ITIL® credits.Training: Not applicable. Examination: Not applicable, as this level is attained upon accumulating the required number of credits.Certificate: Yes.5. Master Course Prerequisites: ITIL® Expert certificateFive years of experience in leadership or management position.Training: Not AvailableExamination: Rather than an examination, it's more like a collective review of the work. So, No examination.Certificate: Yes.ITIL® StagePrerequisitesTrainingExamCertificatesFoundationNoYESYESITIL® FoundationIntermediateITIL® FoundationYESYESYESMALCITIL® Foundation- 15 credits in IntermediateYESYESYESExpertITIL® Foundation- 15 credits in Intermediate- MALC- Minimum 22 credits in TotalNONOITIL® EXPERTMasterITIL® ExpertNONOITIL® MasterITIL® Exam format for each level -ITIL® StageFormatFoundationType: Multiple choice examination questionsNo Of Questions: 40 questionsExamination duration: 60 minutes’ durationResult: 26 marks required to pass (out of 40 available) - 65%Closed book.PractitionerType: Multiple choice examination questionsNo Of Questions: 40 questionsExamination duration:135 minutes’ durationResult: 28 marks required to pass (out of 40 available) - 70%Open book - Only the official printed hard copy of the ITIL® Practitioner Guidance is allowed.IntermediateType: Multiple choicesNo Of Questions: Eight scenario-based and gradient-scored questionsExamination duration: 90 minutesResult: 28 marks required to pass (out of 40 available), equivalent to 70%Managing Acrossthe Lifecycle(MALC)Type: Multiple choice examination questionsNo Of Questions: 10 questions per paperExamination duration: 120 minutesResult: 35 marks required to pass (out of 50 available) - 70% Closed bookMasterProposal:The candidate needs to propose a concept for developing the business using ITIL® principles.Work Package:The candidate needs to implement satisfactory information about how useful the idea is and the advantages it will provide.A real-world design of their preference must be submitted.This design must span across a wide diversity of ITIL® areas and grow on the information which has been applied to implement real solutions.The candidate should show the advanced effects of the solution performed and showcase the advantages provided by it.Interview:The applicant needs to face the assessment panel for an interview. The certification will be granted upon successful conclusion and positive evaluation of the project and interview.Where to take the ITIL® exam? What are the two routes of taking the exam?There are various modes through which one can take the ITIL® exam. These modes are:Traditional Classroom StudyWeb-based or Virtual IT institutions.Usually, most professionals and students refer to take the former option because of the environment that the classroom provides. Being with fellow learners creates a sense of competition which helps in pushing each other forward.After completion of the course, the training center will also provide facilities to take the examination. In the traditional way, this exam is conducted in the center itself. If a candidate is very determined and focused, he/she can also choose to do self-study. Once the candidate has finished the course and is confident enough, he/she can schedule the examination as per their convenience. One must understand that rather than the medium, it is the skill and knowledge that matters.ITIL® Foundation Exam compositionFollowing are the contents of the exam:Service management as a practice (comprehension)This unit helps the candidate to have the basic knowledge and grasp the concept of service and to explain these concepts of management as a system.To be more precise, the candidate must be able to explain -why ITIL® is flourishingthe concept of best methods in the public domainthe idea of internal and external customersthe theory of service managementthe thought of IT service managementthe concept of stakeholders in service managementthe functions and processesthe idea of internal and external services.the process model and the characteristics of processesThe ITIL® service lifecycle (comprehension)This unit is developed to assist the aspirant to recognize the worth of the ITIL® service lifecycle. It explains the processing. The manner in which they combine with each other throughout the lifecycle and give a better understanding of the objectives, business value and of each aspect in the life cycle.Here, the candidate must be able to explain -the goals, design, and range of service strategy.the plan, intentions, and extent of service design.the construction of the ITIL® service lifecycle.the value service strategy provides to the business.what benefit service design provides to the business.the goal, aspirations, and expanse of service transition.the main purpose, objectives, and scope of continual service improvement.what support continual service improvement offers to the business.the mission, intentions, and range of service operation.what benefit service operation presents to the business.what benefit service transition provides to the businessKey principles and models (comprehension)The purpose of this unit is to help the candidate to understand and report the key principles and models of service management. It also teaches the candidate how to balance some of the conflicting forces within service management.At this level, the candidate must be able to:1Describe value creation through services2Baselines3Explain the continual service improvement program, understand the role of measurement for continual service improvement and, the relationship between key performance indicators and critical success factors (CSF).4Become proficient with measurement methods and metrics5Service solutions for fresh or substituted services information systems,  Management, and tools6Types of metricsprocess metricstechnology metricsservice metrics7Follow the 5 major viewpoints of service design8Recognize the importance of people, products, partners and processes, for service managementGeneric concepts and definitions (awareness)This unit will assist the candidate in defining some of the key terminologies and describe the fundamental concepts of service management.To be more precise, the candidate must be able to define and explain the following key concepts:Sr. No.Key concepts1Assets, capabilities, and resources2Business case3Change proposals4CSI register5Customers and users6Governance7Known error database8Outcomes9Patterns of business activity10Release policy11Risk management12Service catalog (both two-view and three-view types)13Service level agreement14Service portfolio15Service provider16Supplier17The Deming Cycle (plan, action, check, act)18The use of ideas in service operation19Types of services20Utility and warranty   Awareness (Selected processes)This unit is designed to assist the candidate in comprehending how the service management processes offer the ITIL® service lifecycle, to explain the purpose, objectives, scope, basic concepts, activities, and interfaces for four of the core processes, and to state the purpose, objectives, and scope for eighteen of the remaining processes.Selected functions (awareness)This unit is designed to help the candidate to describe the objectives and organizational structures of the service desk function. It will also help to demonstrate the role, objectives, and overlap of three other functions.To be more precise, the candidate must be able to -Explain the role, objectives and organizational structures for the service desk functionState the role and objectives of the technical management functionThe application management function with application developmentThe IT operations management function (IT operations control and facilities management)Selected roles (awareness)This unit assists the candidate to account for and to be conscious of the responsibilities of some of the fundamental roles in service management. The candidate must learn to account for the role and the responsibilities of these following things:Process ownerProcess managerProcess practitionerService ownerTechnology and architecture (awareness)The objective of this unit is to encourage the candidate to understand how service automation serves with expediting service management processes.Competence and training (awareness)This unit is not included in the examination but it’s recommended that the candidate goes through it as it will give a revision and the complete essence of what the whole training session is about. To be more precise, the candidate will learn -Skills and Competence for service managementCompetence and skills frameworkAttain the whole TrainingAdvanced feature of ITIL® certification -Once you acquire the certificate, you can put credential in your resume for as long as you want. There is no expiration for the ITIL® V3 certificate.Currently, there are four versions of the certification. This also creates a lot of confusion as most of the time, the edition of the certificate is not mentioned.One should keep in mind while preparing for the exam to study from the updated materials when they appear for the examination.So what about those who obtained the previous editions of the certificates? The ITIL® Examination organized a “Bridge Course” or “bridging program” which are intended to help the candidates who have previous versions of certifications to upgrade to the latest versions. ITIL® Examination languagesITIL® Examination is available in two different languages  -ITIL® Foundation (English)ITIL® Foundation (JPN)ITIL® Foundation certification exam passing score Being a competitive examination, ITIL® has set some requirements which must be met. Only after that, the candidate will be awarded the certification and be eligible to advance in the higher levels of the ITIL®.Pass Score Minimum Marks required - 26/40 or 65%Result Declaration -The timeline of result announcement can differ from center to center but the average time remains the same. For particular details, it is advised to communicate with the Examination Institution or Training Provider directly.This is how the procedure takes place:After you have finished the exam, the Accredited Training Provider which arranged the examination will supply you with a result paper.If the exam was web-based or computer-based MCQ (Multiple Choice Questions), the result will be produced immediately.For those attempting the essay response examinations, the results will reach them within 4 to 8 weeks.Candidates who don't receive their results within the mentioned timeline are strictly advised to contact their respective training providers or Examination Institutes.Certification Timeline:The usual duration varies according to the Examination Center and training provider. But the average timeline remains the same.Once the examination is over, the candidate will receive the results. The timeline of the results depends on the mode and type of examination. If it's a computer-based examination, the results are delivered immediately. But if its an essay response examination, it takes 4-8 weeks for the candidate to obtain his/her results.If the candidate has cleared the examination, he/she will be eligible to receive the ITIL® certification. In the case of web-based or computer-based examinations, the official certification takes 2 to 4 weeks to reach the candidate as it is supplied from the official Examination Institute. If the candidate doesn't receive the certificates within the mentioned timeline, it is highly prudent to contact their respective training providers or Examination Institutes.In the case of the Long written exam or essay response examinations, the timeline to acquire the certification increases from 4 to 8 weeks.What to do if I fail in the ITIL® exam?In the last few years, the demand for ITIL® has grown exponentially. This is largely because organizations have realized how valuable the ITIL® framework can be. From effective cost reduction to enhanced customer experience, ITIL® framework can do wonders and take the business to new heights.It is this demand that has also increased the competition as many professionals, as well as students, are trying to get into the certification course to improve their skills and advance their values in the business market.So it is common for students and even professionals to fail to clear the examination in the first attempt. The foundation exam might be easy to crack comparatively. But as the level increases, the tough competition, as well as the intensity of the exam, increases too.For those individuals who have been unable to qualify the exam, it is advised to not lose hope and try again. As one can take the examination again as soon as he/she feels confident enough. But before that, one must analyze all his options.There are two options for those who want to retake the examination:1. Retake the examWithin a month of the failed exam, the students who wish to retake the ITIL® exam must submit a transcript of their results so that they can request for the retake exam voucher.The vouchers are valid for a year from the date of issue.Retake vouchers are applicable only for web-based exams.2. Retake the course Students who are willing to go through the course again must submit a transcript of their results to the training centers within a month of the failed exam.Once the training center has examined the reports, the student can be enrolled at the center again.No additional charge for re-admission is valid only for the period of 6 months from the date of failed exam.ITIL® is a framework which boosts the business through its correct implementation and methodology. As you proceed with the examination, the stages will get tougher and more complicated. But ultimately, it's an exam, with time, knowledge and practice, you will be able to achieve it. And if you can't, don't stop trying!
Rated 4.5/5 based on 12 customer reviews

An Introduction To ITIL® Exam

9446
An Introduction To ITIL® Exam

ITIL® is the most widely adopted ITSM framework in the world. Adopting ITIL® brings many key benefits to your IT service management processes. It blesses your organization with flexibility, adaptability, and improved relationships with the customers. There are various levels which demonstrate the skills and expertise of the candidate taking the ITIL® examination. Each level has certain requirements and benefits.

What is ITIL® foundation certification exam? 

The ITIL® - ‘Information Technology Infrastructure Library’ is a management software framework, built to make services provided by the IT sector more effective and parallel with the business procedures.

Organizations who adopt ITIL® must follow the set of rules and framework laid out by it. This framework guides them into delivering their services according to a well-designed set of uniform processes. ITIL® is hugely accepted, as it is formulated after considering thousands of case studies, real-life situations and suggestions from professionals. ITIL® frameworks assist the companies in improving their ITSM by providing the customer with the best service.

Why take the ITIL® exam? 

The foundation certification exam is the entry-level course. It teaches the basics and general concepts, terminology, and elements practiced in the ITIL® Lifecycle.

The attributes of ITIL® Framework such as implementation, integration, and configuration in the business structures allow the company to be more productive, produce better results and stay essentially prudent. The framework assists the companies to be cost-effective by grasping the best practices.

ITIL® offers the following benefits:

  • Reduced IT costs
  • Improved IT services
  • Improved customer satisfaction
  • Strict adaptation of standards and guidance
  • Improved productivity
  • Improved employment of skills and experience
  • Improved delivery of third-party services

Not just that, reports have also suggested that the ITIL® can also help businesses improve services by:

  • Establishing customer relationships by addressing effective services that meet their needs
  • Assisting businesses in handling uncertainty, disturbance, and failure
  • Producing a firm environment that still permits development, scale, and variety
  • Establishing cost-effective methods

The certification affirms your skills and expertise in the field. Moreover, the best feature of the ITIL® certification is that once you acquire the certification, you will have these credentials in your resume for a lifetime.

Benefits of ITIL® to individuals:

  • ITIL® has helped the learners in getting acquainted with the best practice methodology. These methods are not only systematic but are professionally valued too.
  • The course enhances a professional’s ability to design, distinguish and support the IT services in a business, producing improved productivity, performance, and competence.
  • It addresses and teaches professionals to focus on the most important aspect of a business - the customer experience.
  • ITIL® helps the professional to sort and prioritize the things that are of value according to the business standards.
  • The reason why ITIL® is so much in demand has also to do with the fact that it increases the market value of a certified professional

Exam structure:

TypeThe Question types are MCQ or   Choice Questions. It consists of 40 questions.

These questions are picked from the ITIL® Foundation Certification question bank.
DurationThe Time limit provided is 60 Minutes or 1 hour for all the candidates in their particular languages.
Passing scoreParticipants have to score 26 marks out of 40 (65%) to attain the certification.
Provisions for additional time relating to languageFor candidates who are attempting the examination in a language which is not their mother tongue are allocated 15 mins more than the usual duration, making it 75 mins to complete their examination. They are also allowed to use the dictionary.
PrerequisiteSince ITIL® is a competitive and rather tough examination, an Accredited ITIL® Foundation training is recommended. However, it is not a prerequisite.
SupervisedYes
Open BookNo
DeliveryThis examination is available in two formats. Computer-based or Paper-based format

ITIL® certification level path & ITIL® V3 credit system

ITIL® certification level path

Throughout the certification course, there’s a certain number of ITIL® Credits awarded when you clear the levels through examination.

1. Foundation Course

  • Training: Required.
  • Prerequisites: Not Required
  • ExaminationYes, Required
  • Awards: 2 ITIL® credits
  • Certificate: Yes.

2. Intermediate Course 

  • Prerequisites: ITIL® Foundation Certificate.
  • Training: Yes, required
  • Examination: Yes.
  • Certificate: Awarded on successful completion of each exam module.

                 Service Lifecycle stream modules: 

  • Service Design - 3 credits
  • Service Strategy - 3 credits
  • Service Operation - 3 credits
  • Service Transition - 3 credits    
  • Continual Service Improvement - 3 credits

                Service Capability stream modules: 

  • Release, Control, and Validation - 4 credits
  • Service Offerings and Agreements - 4 credits
  • Planning, Protection, and Optimization - 4 credits
  • Operational Support, and Analysis - 4 credits

3. Managing Across Service Lifecycle – MALC

  • Prerequisites: ITIL® Foundation. 15 credits (Intermediate level) + 2 credits. Hence, 17 credits in total.
  • Training: Yes, required.
  • Examination: Yes
  • Awards: 5 ITIL® credits
  • Certificate: Awarded on successful completion of exam

4. Expert 

  • Prerequisites: 
    • ITIL® Foundation
    • ITIL® Intermediate
    • 15 credits collected in ITIL® Intermediate level
    • MALC examination qualification
  •  In Totalminimum of 22 ITIL® credits.
  • Training: Not applicable. 
  • Examination: Not applicable, as this level is attained upon accumulating the required number of credits.
  • Certificate: Yes.

5. Master Course 

  • Prerequisites: 
    • ITIL® Expert certificate
    • Five years of experience in leadership or management position.
  • TrainingNot Available
  • Examination: Rather than an examination, it's more like a collective review of the work. So, No examination.
  • Certificate: Yes.
ITIL® Stage
PrerequisitesTrainingExamCertificates
Foundation
NoYESYESITIL® Foundation
Intermediate
ITIL® FoundationYESYESYES
MALCITIL® Foundation
- 15 credits in Intermediate
YESYESYES
ExpertITIL® Foundation
- 15 credits in Intermediate
- MALC
- Minimum 22 credits in Total
NONOITIL® EXPERT
Master
ITIL® ExpertNONOITIL® Master

ITIL® Exam format for each level -

ITIL® Stage

Format
Foundation
  • Type: Multiple choice examination questions
  • No Of Questions: 40 questions
  • Examination duration: 60 minutes’ duration
  • Result: 26 marks required to pass (out of 40 available) - 65%
  • Closed book.
Practitioner
  • Type: Multiple choice examination questions
  • No Of Questions: 40 questions
  • Examination duration:135 minutes’ duration
  • Result: 28 marks required to pass (out of 40 available) - 70%
  • Open book - Only the official printed hard copy of the ITIL® Practitioner Guidance is allowed.
Intermediate
  • Type: Multiple choices
  • No Of Questions: Eight scenario-based and gradient-scored questions
  • Examination duration: 90 minutes
  • Result: 28 marks required to pass (out of 40 available), equivalent to 70%
Managing Across
the Lifecycle
(MALC)

  • Type: Multiple choice examination questions
  • No Of Questions: 10 questions per paper
  • Examination duration: 120 minutes
  • Result: 35 marks required to pass (out of 50 available) - 70%
  •  Closed book
Master
  • Proposal:
    The candidate needs to propose a concept for developing the business using ITIL® principles.
  • Work Package:
    • The candidate needs to implement satisfactory information about how useful the idea is and the advantages it will provide.

    • A real-world design of their preference must be submitted.

    • This design must span across a wide diversity of ITIL® areas and grow on the information which has been applied to implement real solutions.

    • The candidate should show the advanced effects of the solution performed and showcase the advantages provided by it.
  • Interview:
    The applicant needs to face the assessment panel for an interview. The certification will be granted upon successful conclusion and positive evaluation of the project and interview.

Where to take the ITIL® exam? What are the two routes of taking the exam?

Two routes of taking the exam

There are various modes through which one can take the ITIL® exam. These modes are:

  • Traditional Classroom Study
  • Web-based or Virtual IT institutions.

Usually, most professionals and students refer to take the former option because of the environment that the classroom provides. Being with fellow learners creates a sense of competition which helps in pushing each other forward.

After completion of the course, the training center will also provide facilities to take the examination. In the traditional way, this exam is conducted in the center itself. If a candidate is very determined and focused, he/she can also choose to do self-study. Once the candidate has finished the course and is confident enough, he/she can schedule the examination as per their convenience. One must understand that rather than the medium, it is the skill and knowledge that matters.

ITIL® Foundation Exam composition

Following are the contents of the exam:

  • Service management as a practice (comprehension)

This unit helps the candidate to have the basic knowledge and grasp the concept of service and to explain these concepts of management as a system.
To be more precise, the candidate must be able to explain -

  • why ITIL® is flourishing
  • the concept of best methods in the public domain
  • the idea of internal and external customers
  • the theory of service management
  • the thought of IT service management
  • the concept of stakeholders in service management
  • the functions and processes
  • the idea of internal and external services.
  • the process model and the characteristics of processes
  • The ITIL® service lifecycle (comprehension)

This unit is developed to assist the aspirant to recognize the worth of the ITIL® service lifecycle. It explains the processing. The manner in which they combine with each other throughout the lifecycle and give a better understanding of the objectives, business value and of each aspect in the life cycle.

Here, the candidate must be able to explain -

  1. the goals, design, and range of service strategy.
  2. the plan, intentions, and extent of service design.
  3. the construction of the ITIL® service lifecycle.
  4. the value service strategy provides to the business.
  5. what benefit service design provides to the business.
  6. the goal, aspirations, and expanse of service transition.
  7. the main purpose, objectives, and scope of continual service improvement.
  8. what support continual service improvement offers to the business.
  9. the mission, intentions, and range of service operation.
  10. what benefit service operation presents to the business.
  11. what benefit service transition provides to the business
  • Key principles and models (comprehension)

The purpose of this unit is to help the candidate to understand and report the key principles and models of service management. It also teaches the candidate how to balance some of the conflicting forces within service management.

At this level, the candidate must be able to:

1
Describe value creation through services
2Baselines
3Explain the continual service improvement program, understand the role of measurement for continual service improvement and, the relationship between key performance indicators and critical success factors (CSF).
4
Become proficient with measurement methods and metrics
5Service solutions for fresh or substituted services information systems,  Management, and tools
6Types of metrics
  • process metrics
  • technology metrics
  • service metrics
7
Follow the 5 major viewpoints of service design
8Recognize the importance of people, products, partners and processes, for service management
  • Generic concepts and definitions (awareness)

This unit will assist the candidate in defining some of the key terminologies and describe the fundamental concepts of service management.

To be more precise, the candidate must be able to define and explain the following key concepts:

Sr. No.

Key concepts
1
Assets, capabilities, and resources
2
Business case
3
Change proposals
4
CSI register
5
Customers and users
6
Governance
7
Known error database
8
Outcomes
9
Patterns of business activity
10
Release policy
11
Risk management
12
Service catalog (both two-view and three-view types)
13
Service level agreement
14
Service portfolio
15
Service provider
16
Supplier
17
The Deming Cycle (plan, action, check, act)
18
The use of ideas in service operation
19
Types of services
20
Utility and warranty
  •    Awareness (Selected processes)

This unit is designed to assist the candidate in comprehending how the service management processes offer the ITIL® service lifecycle, to explain the purpose, objectives, scope, basic concepts, activities, and interfaces for four of the core processes, and to state the purpose, objectives, and scope for eighteen of the remaining processes.

  • Selected functions (awareness)

This unit is designed to help the candidate to describe the objectives and organizational structures of the service desk function. It will also help to demonstrate the role, objectives, and overlap of three other functions.

To be more precise, the candidate must be able to -

  1. Explain the role, objectives and organizational structures for the service desk function
  2. State the role and objectives of the technical management function
  3. The application management function with application development
  4. The IT operations management function (IT operations control and facilities management)

  • Selected roles (awareness)

This unit assists the candidate to account for and to be conscious of the responsibilities of some of the fundamental roles in service management. The candidate must learn to account for the role and the responsibilities of these following things:

  1. Process owner
  2. Process manager
  3. Process practitioner
  4. Service owner
  • Technology and architecture (awareness)

The objective of this unit is to encourage the candidate to understand how service automation serves with expediting service management processes.

  • Competence and training (awareness)

This unit is not included in the examination but it’s recommended that the candidate goes through it as it will give a revision and the complete essence of what the whole training session is about. To be more precise, the candidate will learn -

  1. Skills and Competence for service management
  2. Competence and skills framework
  3. Attain the whole Training

Advanced feature of ITIL® certification -

Once you acquire the certificate, you can put credential in your resume for as long as you want. There is no expiration for the ITIL® V3 certificate.

Currently, there are four versions of the certification. This also creates a lot of confusion as most of the time, the edition of the certificate is not mentioned.

One should keep in mind while preparing for the exam to study from the updated materials when they appear for the examination.

So what about those who obtained the previous editions of the certificates? 

The ITIL® Examination organized a “Bridge Course” or “bridging program” which are intended to help the candidates who have previous versions of certifications to upgrade to the latest versions.

 ITIL® Examination languages

ITIL® Examination is available in two different languages  -

  • ITIL® Foundation (English)
  • ITIL® Foundation (JPN)

ITIL® Foundation certification exam passing score 

Being a competitive examination, ITIL® has set some requirements which must be met. Only after that, the candidate will be awarded the certification and be eligible to advance in the higher levels of the ITIL®.

Pass Score Minimum Marks required - 26/40 or 65%
  • Result Declaration -

The timeline of result announcement can differ from center to center but the average time remains the same. For particular details, it is advised to communicate with the Examination Institution or Training Provider directly.

This is how the procedure takes place:

  • After you have finished the exam, the Accredited Training Provider which arranged the examination will supply you with a result paper.
    If the exam was web-based or computer-based MCQ (Multiple Choice Questions), the result will be produced immediately.
  • For those attempting the essay response examinations, the results will reach them within 4 to 8 weeks.

Candidates who don't receive their results within the mentioned timeline are strictly advised to contact their respective training providers or Examination Institutes.

  • Certification Timeline:

The usual duration varies according to the Examination Center and training provider. But the average timeline remains the same.

  • Once the examination is over, the candidate will receive the results. The timeline of the results depends on the mode and type of examination. If it's a computer-based examination, the results are delivered immediately. But if its an essay response examination, it takes 4-8 weeks for the candidate to obtain his/her results.
  • If the candidate has cleared the examination, he/she will be eligible to receive the ITIL® certification. In the case of web-based or computer-based examinations, the official certification takes 2 to 4 weeks to reach the candidate as it is supplied from the official Examination Institute. If the candidate doesn't receive the certificates within the mentioned timeline, it is highly prudent to contact their respective training providers or Examination Institutes.
  • In the case of the Long written exam or essay response examinations, the timeline to acquire the certification increases from 4 to 8 weeks.

What to do if I fail in the ITIL® exam?

What to do if I fail in the ITIL® exam

In the last few years, the demand for ITIL® has grown exponentially. This is largely because organizations have realized how valuable the ITIL® framework can be. From effective cost reduction to enhanced customer experience, ITIL® framework can do wonders and take the business to new heights.

It is this demand that has also increased the competition as many professionals, as well as students, are trying to get into the certification course to improve their skills and advance their values in the business market.

So it is common for students and even professionals to fail to clear the examination in the first attempt. The foundation exam might be easy to crack comparatively. But as the level increases, the tough competition, as well as the intensity of the exam, increases too.

For those individuals who have been unable to qualify the exam, it is advised to not lose hope and try again. As one can take the examination again as soon as he/she feels confident enough. But before that, one must analyze all his options.

There are two options for those who want to retake the examination:

1. Retake the exam

Within a month of the failed exam, the students who wish to retake the ITIL® exam must submit a transcript of their results so that they can request for the retake exam voucher.

  • The vouchers are valid for a year from the date of issue.
  • Retake vouchers are applicable only for web-based exams.

2. Retake the course 

  • Students who are willing to go through the course again must submit a transcript of their results to the training centers within a month of the failed exam.
  • Once the training center has examined the reports, the student can be enrolled at the center again.
  • No additional charge for re-admission is valid only for the period of 6 months from the date of failed exam.

ITIL® is a framework which boosts the business through its correct implementation and methodology. As you proceed with the examination, the stages will get tougher and more complicated. But ultimately, it's an exam, with time, knowledge and practice, you will be able to achieve it. And if you can't, don't stop trying!

KnowledgeHut

KnowledgeHut

Author

KnowledgeHut is a fast growing Management Consulting and Training firm that is a source of Intelligent Information support for businesses and professionals across the globe.


Website : https://www.knowledgehut.com

Join the Discussion

Your email address will not be published. Required fields are marked *

Suggested Blogs

5 Trends Influencing Cloud Computing In 2019

Cloud security was the biggest concern of 53% of the webmasters that participated in the giving birth to an important 2017 cloud computing trend, i.e., improved cloud security. The cloud providers like Google, Microsoft, AWS etc., have started coming up with advanced threat monitoring tools and other robust identity management functionalities to increase the security within every layer of cloud infrastructure. This improved cloud security trend would not just reinforce the trust of organization on cloud computing but also transform the way cloud security was being operated over the years.   Like improved cloud security with many cloud benefits, there are many other trends that are influencing cloud computing in 2017. These trends are changing the way cloud computing was being used as well as provided by the organizations and cloud providers respectively in the yesteryears. A clear understanding of these trends is imperative to gain a competitive edge in terms of speed, agility as well cost savings. So, let’s not waste any more time and jump straight to the five trends that are influencing cloud computing in 2017.  Hyperconvergence The hype around hyperconvergence in the realm of cloud computing has increased drastically in 2017. A gradual shift can be seen to hyperconverged cloud infrastructure aka HCI that has provided ease in the process of managing integrated technologies with the help of a common toolset. It will allow organizations to leverage the already integrated storage resources that will ease power computation for faster cloud implementation. Organizations that seek to build their own private cloud resources would be turning their attention towards hyperconverged cloud infrastructure that offers the support of virtualization at present.  Hybrid Cloud Management Due to the increased need for flexibility and swift information sharing, an orchestration between the private cloud and public cloud services has surfaced in the cloud computing domain. This amalgamation of public and private clouds is called a hybrid cloud. The need for effective management of hybrid cloud has given birth to cloud service brokers in 2017. They are responsible for not just defining all the hybrid services but also securing and managing them. The rise of these hybrid cloud manager aka cloud service brokers would be a big influence in the way cloud computing management worked earlier.  Enterprise Cloud Computing A dramatic rise in enterprise cloud computing has been witnessed in the first semester of this year. Instead of depending on a single cloud for their different information technology and business needs, companies are now diversifying their approach to multiple cloud models. Enterprise cloud computing is allowing businesses to make contracts with different cloud providers irrespective of them being private, public or hybrid. They are now getting their services hosted on different platforms that offer the most appropriate solution to their needs.  Cloud-Run Business Apps At present, the share of cloud-run business apps is 70%, which is gradually increasing with the expansion of enterprise cloud computing. By the end of 2020, more than 90% of the organizations in the world would have cloud-run apps for their business. Increased productivity, enterprise mobility, and user-driven customization are some of the core drivers for business apps towards cloud computing. Cloud adoption has accelerated in 2017 and would continue to do so in the coming years.   Cloud Containers On The Rise Cloud containers like Linux are used by top companies like Google, Microsoft, Facebook etc., and are becoming a rage among other organizations too. They offer a more secure, streamlined and simplistic implementation methods for each and every infrastructure requirement. Cloud container is one of the most relevant developments for the developers as it enables the packaging of applications in a more standardized way. It also facilitates the development of various micro services that’ll provide ease in security, monitoring, storing and networking etc. While cloud computing is not a new technology for businesses, the trends discussed above have given it a makeover and transformed the way it is being used by businesses in 2017. All the five trends, i.e., hyperconvergence, hybrid cloud, enterprise cloud, cloud-run business apps and cloud containers have led to a continuous expansion of cloud computing throughout the first two quarters of this year and would continue to influence cloud computing in days to come.  We have been able to cover only a small part of what Cloud Computing has to offer. There is so much more to learn. You can move on to the AWS certification course of KnowledgeHut that will help you prepare for the AWS certification exams.
Rated 4.0/5 based on 20 customer reviews
5 Trends Influencing Cloud Computing In 2019

Cloud security was the biggest concern of 53% of t... Read More

Lead Or Manage, Which Is The Ideal Approach In An Agile Team?

For all those who live in an Agile world, the word “manager” is not the most loved one. But what is it that makes us feel like that? Why don’t we have the same feelings when we hear the word “leader”? Well, let’s think a bit about it... Often used interchangeably, the terms management and leadership create confusion among people. Some people think that management and leadership are the same thing, others don’t.  In fact, the term leadership in the organizational world is relatively new. A couple of centuries ago, no one would have thought of using it in a work environment. Indeed, great leaders of history were related to politics, philosophy, governments, religion. Some examples are Abraham Lincoln (president of the United States that abolished slavery), Martin Luther King Jr (Baptist minister who led the Civil Rights Movement) and Mahatma Gandhi (who led India to independence and inspired movements for civil rights and freedom across the world), among others. Based on these examples, and if you Google it, you will find several others, we can infer that to lead is to motivate, to inspire, to influence people. And why would someone want to influence others? Well, to share a vision with the team and motivate the team to be aligned to that vision!  So, what makes the difference between a manager and a leader? Basically, it is the approach they use to reach people and the approach they use at work. Leadership is about inspiring and management is about planning. Leaders are focused on aligning people to the organizational vision, which includes obtaining their buy-in, communication, motivation, and inspiration, while managers focus on planning, budgeting, and taking the vision to a reality. Managers follow processes that make organizations successful, they take care of numbers that demonstrate good performance and solve problems when they arise.  Control or inspiration? Basically, managers direct and control. They follow the organization’s policies and processes. Their work is more rational and logical. They create plans and follow them till their success. Managers have to detect risks that may impact their plans and mitigate them. Their objective is to have everything under control, even those plan items that may be at risk since their final goal is to achieve the expected outcome for the team. Management is the practice of manipulating people for personal gain. Leadership is the responsibility of inspiring people for the good of the group. — Simon Sinek (@simonsinek) February 6, 2018 On the other hand, leaders let people be themselves, but at the same time, they share with them the organization’s vision and inspire them to follow it, to be part of a bigger purpose. Leaders understand that forming high performing teams is much better than having individual heroes since diversity is the key to success. This is the reason why their focus is on developing people to its highest performance. Leaders truly believe that this is the path to achieving the expected outcome for the team. Status quo or disruption? Managers ensure that the organization’s policies and processes are followed, but leaders… leaders challenge the status quo. Managers try to ensure that every plan is complete as agreed, but leaders embrace change. They know that change is part of our lives and that if teams do not adapt to change, they may die. This doesn’t mean that managers don’t believe this as well, but their focus is set on achieving goals, as planned. People or processes? Managers create or follow processes and use tools to support the team in the accomplishment of their objectives. Leaders focus on developing people, by coaching them to be a better version of themselves. …..“People over processes”, this is one of the values of the Agile manifesto. And this is the point where we distinguish leaders and managers, and why managers are not “that well seen” in Agile environments.  After having made this comparison, we may now understand those who are against management in Agile environments. Managers seem to be the opposite of what any Agile team may want… However, in order to have successful organizations, there needs to be managers and leaders, people with logical minds and people with innovative ideas. If an organization is run efficiently, then for sure there are leaders and managers in it!! It is the key for organizations to create the correct balance between leadership and management. Of course, “correct balance” may mean something completely different for each organization, and it is their responsibility to define it and achieve it. Achieving it may mean having in your team leaders, managers or people that have management and leadership skills, which gives them and the company a competitive advantage. It is key to understand that both sides of the coin are important. Nowadays, people not only look at their managers for them to assign tasks but for guidance. Teams are eager to grow and improve, teams are eager to embrace change and be challenged. So, what are you waiting for? Challenge them! Give them what they want and they will be high performers, for sure! As Peter Drucker says: “You don’t manage people. Your task is to lead people by making productive their specific strengths and knowledge.” Never forget that in Agile environments, “people” are your highest priority. 
Rated 4.0/5 based on 43 customer reviews
Lead Or Manage, Which Is The Ideal Approach In An ...

For all those who live in an Agile world, the word... Read More

Evolution Of Technology, It’s Important To Life

Our conflicting views on whether technology is a boon or bane can be best described by inventor and best selling author Daniel H Wilson, when he says, “We humans have a love-hate relationship with our technology. We love each new advance and we hate how fast our world is changing”. The use of technology is what distinguishes us from other animals and this has been evident throughout history. For our evolution has been deeply linked with the evolution of technology. From discovering the technological potential of fire more than 250,000 years ago to developing watermills as a source of power in the medieval ages, technology today is so futuristic as would have been unimaginable just a few decades back. The industrial age’s greatest aspect was technology. New innovations and devices made life easier. Machines that seem mundane today like the levers, pulleys, wheel and axles, screws and wedges helped usher in an age of productivity. The industrial revolution was to an extent a worldwide phenomenon and this saw technology bringing in progress to the world as a whole. Steam engines, electricity, petroleum and other technological advancements had repercussions throughout society. Coal industry, textile industry, locomotive industry, chemical industry etc brought the world closer. Another important technological advancement was in the field of medicine. Advances in areas of anatomy and physiology enhanced life expectancy and reduced illnesses. By the end of 19th century, the importance of technology had been firmly established and it was clear that dependence on it would only grow. The 20th century saw a range of technologies that evoked both awe and fear in humankind. The airplane, rockets, electronics, antibiotics, and nuclear power managed to create a social situation that offered security but always had danger looming in the fringes. The use and abuse of natural resources brought about rapid growth and prosperity to countries but with such terrible side effects as pollution and depletion of resources. And as we go into the 21st century, technology has reached a whole different level. Communication as we knew it, has changed and has turned passive and more indirect. Pagers, desktop computers and telephones have now been replaced with laptops, tablets and smartphones. People would rather message each other on various platforms rather than talk face to face. In fact, there are almost as many cell phone subscriptions (6.8 billion) as there are people living on this planet (7 billion). By 2014 there were more than 3.8 billion email accounts and this number only keeps growing. Technology today has increased our independence. Need to know where you get the best cakes in town? Just search on the internet. Don’t know how to get to the new mall? Let your GPS take you. Even when it comes to medical care, we have become more self-reliant. The need for doctors to assess our primary health conditions has reduced dramatically with the availability of blood pressure and diabetes monitors. The greatest advantage is the creation of a boundary-less communication channel. Irrespective of your nationality, sex, race or religion, you can communicate with like-minded people from across the world. But as the old adage goes, too much of anything is not good. And this holds true for technology too. Increased use of cell phones and microwave ovens have been linked to diseases caused due to radiations. An over exposure to the virtual world has created a warped sense of reality for many. We have become so attuned to communicating via social media that any face to face communication seems awkward. Technology today does not require us to leave our house. One can work from home, shop from home and receive medical care at home. This has led to isolation, a lack of social skills and an inability to conduct ourselves in public. Technology can also be credited to the creation of a great number of couch potatoes. Video games, YouTube, and social media are robbing us of our exercise time. Depression, stress and poor sleep habits are increasingly becoming common medical occurrences. And of course, there is the question of privacy and security. With our entire life being online, our lives are being constantly snooped on. Your entire life history can be accessed by any stranger with a few entries on a website. Phishing, viruses, and hacking are the new forms of robbery which not only result in huge losses but also keep the perpetrator anonymous. Addiction, lack of empathy, more violence, development issues in children, lack of attention and many more issues have been associated with technology. But can we ignore the advantages that technology has offered and go back to the basics. Can we once again live like people did in the stone ages? That thought seems more far-fetched than anything else. The bottom line is—you cannot escape technology. So how you use it and how much you allow it to pervade your life is entirely in your hands. Whether you love it or hate it, technology is here to stay!
Rated 4.5/5 based on 2 customer reviews
1433
Evolution Of Technology, It’s Important To Life

Our conflicting views on whether technology is a b... Read More