1. What is ITIL?

The IT Infrastructure Library® (ITIL) is the most widely accepted approach to IT service management in the world.

ITIL is a best practice framework that has been drawn from both the public and private sectors internationally. It describes how IT resources should be planned, organized, delivered and supported to deliver business value, ITIL is owned and maintained by the UK Office of Government Commerce (OGC).

2. 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.

This certification is best suited and practicable across all IT and ITES individuals.

3. What is APMG? Why is it important?

APMG-UK specializes in the accreditation and certification of organizations, processes and people, within a range of industries and management disciplines, APMG-UK is the UK arm of APMG-International. APMG is The Official Accreditor of the ITIL portfolio.

ITIL certification accredited by APMG, mean you have the genuine certificate by the official accreditor, please visit the home page of ITIL http://www.itil-officialsite.com/home/home.asp for more info.

4. Why should I choose Simplilearn for ITIL and not others?

• We are one of the few APMG accredited training provider, APMG is the official accreditor for ITIL.
• We are pioneer in the field of blended model of training. Our trainers are Consultants who also deliver training. So, they bring in their real life examples, challenges and case studies to enhance learning of the participants.
• Our study methodology is proven by aspirants across 108 countries who have undergone our training. Our presentation is just a guideline for our ITIL training workshop. The training is driven by the participants expertise in their own field, the problems they face and how best to solve these problems, with the ITIL® framework in mind.
• We provide self paced study material with anytime, anywhere access (i.e., e-learning content). The content is available 24 / 7 through our user friendly learning management system.
• We don’t “sell” training. We offer training programs which suit individual unique training needs. We work with our customers to select the right group (the experience and the background).
• We strive to ensure that our participants understand the concepts. We mix IT and non-IT examples to ensure that the concepts are understood by both IT and non-IT executives in our ITIL training workshops.
• Our objective is to enable “learning through thought process”. We do not strive to push for certification. But certification is a definite by product by itself.
• Most economical training courses offered in the industry.

5. What does having ITIL certifications 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.

6. 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 staffs 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 organizations or outsourcing companies.

7. 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.

The core disciplines of ITIL V2 used to focus on “what” Service Support and Service Delivery should be done. Ten processes tightly defined ITIL V2 around some of the main operational elements of running IT services.

The Ten Original ITIL V2 Processes:

1. Finance Management
2. Availability Management
3. Capacity Management
4. IT Service Continuity Management
5. Service Level Management
6. Change Management
7. Service Asset & Configuration Management
8. Release & Deployment Management
9. Incident Management
10. Problem Management

ITIL V3 Processes expanded the original ten processes into 27 processes organized into five core areas Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement Processes.

The intent is to explain “how” more than just the “what” based approach of V2.

1. Service Strategy

• Service Portfolio Management
• Demand Management
• Finance Management (V2)

2. Service Design

• Availability Management (V2)

• Capacity Management (V2)
• IT Service continuity Management (V2)
• Service level Management (V2)
• Information Security management
• Supplier Management
• Service Catalog Management

3. Service Transition

• Change Management (V2)

• Service Asset & Configuration Management (V2)
• Knowledge Management
• Release & Development Management (V2)
• Service Validation & Testing

4. Service Operations

• Service Desk Management

• Technical Management
• IT Operations Management
• Applications Management – Processes
• Event Management
• Incident Management (V2)
• Problem Management (V2)
• Request Fulfillment
• Access Management

5. Continual Service Improvement Processes

• CSI Service Level Management

• Service Measurement & Reporting
• CSI Improvement Process

ITIL V3 processes have expanded to cover the complete service management lifecycle and are closely aligned with ISO 20000.

ITIL V2 outlined what should be done to improve processes; ITIL V3 explains clearly how you should go about implementing the same.

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 projects.

8. 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 different levels of ITIL certification and which one aim to reach will depend on your current career level and your aspirations for the future.

9. What Does ITIL V3 Consists 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 review 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 organizations, and implementation and assessment tools.

10. Why should I get certified 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

11. I am already ITIL V2 qualified 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.

12. Are V2 exams still available?

ITIL V2 exams will be completely phased out by June 2011. Exams will cease according to the following schedule:

13. Will the Practitioners and Managers qualification remain the same?

The answer is 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.

14. What are the ITIL courses offered by Simplilearn?

Simplilearn offer ITIL courses in following formats :

• Blended model of training (Balanced Mix of classroom based and online training)
• Online ITIL V3 Foundation standard course
• We also offer ITIL practice test at phenomenal low cost for more info please visit our website www.simplilearn.com

15. Can Simplilearn deliver an in house or onsite ITIL training programs?

Yes, we would happy to arrange an inhouse or onsite ITIL training program as requested by the corporates, at discounted price. For corporate enquiry or in house training requirements please write to support@simplilearn.com with subject line as “ITIL Corporate” or call our global support number.

16. Is it ok if I use the ITIL Manuals only to study?

For Basic level foundation 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 or of the standard. 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.

17. 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.

18. How long do I have to wait for the results of my multiple choices CBT examinations?

For each multiple choice exam, every candidate receives the result paper and certificate within four weeks of the examination session.

19. How long are the ITIL V3 qualifications valid for?

ITIL V3 qualifications are not valid for a defined period and will not expire.

20. 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.

21. How much does it cost to sit the ITIL examinations?

If you are sitting in the examinations through an accredited training organization, the costs of the exams are generally included in the course fee. APMG-International use a global pricing structure, so for those sitting exams at a public exam centre, the cost is dependent on where the exams are being sat. To find out the cost in your region, please contact the APMG-International Service Desk on servicedesk@apmg-international.com or you can write to us at support@simplilearn.com with subject line “ITIL Examination”.

22. What are the pass marks for the ITIL examinations?

Pass marks for the ITIL examinations are as follows :

• Foundation : You will need to score 26/40 (65%) to pass the foundation exam.
• Foundation Bridge : You will need to score 13/20 (65%) to pass the foundation bridge exam
• Intermediates (inc. MALC): You will need to score 28/40 (75% to pass an intermediate exam.
• Managers Bridge : You will need to score 16/20 (80%) to pass the managers bridge exam.

23. 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.

24. 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.