This five-day instructor-led course includes a 90 minute examination, consisting of 20 multiple choice, scenario-based, complex questions. Students must achieve a score of 16 out of 20 (or 80%) in order to have passed this examination.
The course itself provides students with a path for holders of the Manager’s Certificate or multiple Practitioner certificates in IT Service Management based on ITIL version 2 so they may achieve the new ITIL version 3 certification.
An existing ITIL Service Manager certificate is worth 17 credits under the new qualifications scheme. Successfully passing this examination will provide a further 5 credits towards the maximum 22 required in order to achieve the ITIL Expert qualification.
Module 1:
• Updating ITIL Best Practice Guidance
Module 2:
• Service Management as a Practice
Module 3:
• How ITIL Relates to other Complementary Frameworks, Standards and Guidance
Module 4:
• The Service Lifestyle
Module 5:
• Key Principles, Concepts and Definitions of the New Guidance
Module 6:
• New and Changed Processes
Module 7:
• How Technology Enables IT Service Management
Module 8:
• Considerations for Implementing IT Service Management
Module 9:
• Practice Examination
This course is intended for those who already hold the Manager’s Certificate in IT Service Management based on ITIL version 2 and who want to achieve ITIL version 3 certification.
Students participating in this course must have either:
• The Manager’s Certificate in IT Service Management based on ITIL version 2; or
• 12 credit points from ITIL version 2 Practitioner courses
