Professional Qualifications

Increasingly, organisations are looking for ways of identifying individuals' competence in a formal and standard manner - this is particularly true for large multi-national organisations. One such way is through professional qualifications.

Professional qualifications based on the philosophy and content of ITIL are currently offered by the Information Systems Examination Board (ISEB) - a wholly owned subsidiary of the British Computer Society - and Stitching EXIN - the Netherlands Examination Institute.

These qualifications include:

• Foundation Certificate - an entry-level qualification gained by taking a short multiple-choice exam, usually at the end of a 3-day course
• Practitioners Certificate - for specific disciplines, gained through passing in-course assessments and a case-study based multiple-choice exam
• Managers Certificate - requiring the passing of 2 three-hour written exam papers taken after attendance on an accredited 10-day training program.

Foundation Certificate

The ITIL foundation certificate is an entry-level qualification gained by successfully completing a one-hour multiple-choice exam. The exam focuses on foundation knowledge with regard to the ITIL Service Support and Service Delivery sets as well as generic ITIL philosophy and background.

This exam is usually included in an intensive two to three day course program by accredited ITIL training course providers. The exam may however also be attended after self paced study of the ITIL theory.

Foundation accreditation is a pre-requisite for attendance of Practitioner or ManagerÕs accreditation examinations.

The pass rate for foundation exams is usually 26 correct answers from 40 questions. Accreditation by either of the examination institutes is recognised by the others for any follow up accreditation. Accreditation criteria of different examination institutes are aligned.

Practitioners Certificate

The practitioner certificate is a qualification on one of the specific disciplines within the ITIL Service Support or Service Delivery set. There is a separate Practitioner qualification for each of the disciplines (for example Change Management or Service Level Management). The qualification is gained through passing an in-course assessments and a case study based multiple-choice exam, including some essay style questions.

The focus of this qualification is on practical knowledge and skills to implement, manage, improve and execute the specific discipline.

This exam is usually included in an intensive two-day course program. This course program usually covers more in depth best practices on the specific discipline, following the foundation theory and also incorporates several practical assignments and case studies. The exam can only be taken after participation in a training course provided by an accredited training provider.

Foundation accreditation is a prerequisite for attendance of a practitioner exam. In course assessment and pre requisite foundation certification by either of the examination institutes is recognised by the others for any follow up accreditation. Accreditation criteria of different examination institutes are aligned.

Managers Certificate

The Manager's Certificate in IT Service Management is for experienced IT professionals, who will be involved in the implementation and/or management of service management functions.

The ITIL Service Manager qualification is the premium IT Service Management qualification in the world. Qualification requires the passing of two three-hour written exam papers taken after passing in-course assessments included in an intensive 10-day training program by an accredited ITIL training provider.

The focus of this qualification is on comprehensive knowledge and skills to implement, manage, improve and execute processes in the ITIL Service Support and Service Delivery set. Qualified Service Managers are aware of people, process and technology aspects around ITIL disciplines, have a profound understanding of ITIL processes, are able to translate the ITIL theory into the practical environment of any IT Services

Organisation and are able to prepare, plan and manage Service Improvement and Process Implementation programs with a program/project team, addressing all aspects of process design, process deployment, tool alignment, communication, awareness and obtaining senior and executive commitment, involvement and budget. This course program covers more in depth best practices on all Service Support and Service Delivery disciplines, following the foundation theory and also incorporates many practical assignments and case studies, focused on practical implementation and management of a service management organisation and service improvement programs.

This examination follows an intensive ten-day course program and requires associated self-paced study alongside the course program. The exam can only be taken after participation in a training course provided by an accredited training provider. Qualification requires successful in course assessment within the course program as well as passing the exam itself.

Foundation accreditation is a prerequisite for attendance of a Service Manager exam. In course assessment and pre requisite foundation certification by either of the examination institutes is recognised by the others for any follow up accreditation. Accreditation criteria of different examination institutes are aligned.

Part of the courses for the Manager's Certificate in IT Service Management is the in-course assessment. Candidates are assessed on their management skills, communication skills and ITIL knowledge by trainers of the accredited training institute. Two accredited ITIL Service Management trainers always facilitate Service Manager training, which includes the in-course assessment. The result of the in-course assessment is part of the results that lead to the certificate.