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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.
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.
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.
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.
|Type||The Question types are MCQ or Choice Questions. It consists of 40 questions.|
These questions are picked from the ITIL® Foundation Certification question bank.
|Duration||The Time limit provided is 60 Minutes or 1 hour for all the candidates in their particular languages.|
|Passing score||Participants have to score 26 marks out of 40 (65%) to attain the certification.|
|Provisions for additional time relating to language||For 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.|
|Prerequisite||Since ITIL® is a competitive and rather tough examination, an Accredited ITIL® Foundation training is recommended. However, it is not a prerequisite.|
|Delivery||This examination is available in two formats. Computer-based or Paper-based format|
Throughout the certification course, there’s a certain number of ITIL® Credits awarded when you clear the levels through examination.
Service Lifecycle stream modules:
Service Capability stream modules:
- 15 credits in Intermediate
- 15 credits in Intermediate
- Minimum 22 credits in Total
|Master||ITIL® Expert||NO||NO||ITIL® Master|
There are various modes through which one can take the ITIL® exam. These modes are:
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.
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Following are the contents of the exam:
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 -
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 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.|
|3||Explain 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.|
|5||Service solutions for fresh or substituted services information systems, Management, and tools.|
|6||Types of metrics|
|7||Follow the 5 major viewpoints of service design.|
|8||Recognize the importance of people, products, partners and processes, for service management.|
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|
|5||Customers and users|
|7||Known error databases|
|9||Patterns of business activity|
|12||Service catalog (both two-view and three-view types)|
|13||Service level agreement|
|17||The Deming Cycle (plan, action, check, act)|
|18||The use of ideas in service operation|
|19||Types of services|
|20||Utility and warranty|
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.
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 -
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:
The objective of this unit is to encourage the candidate to understand how service automation serves with expediting service management processes.
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 -
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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.
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 is available in two different languages -
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%|
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:
Candidates who don't receive their results within the mentioned timeline are strictly advised to contact their respective training providers or Examination Institutes.
The usual duration varies according to the Examination Center and training provider. But the average timeline remains the same.
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:
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.
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!