making sense of the itil certification scheme

Making Sense of the ITIL® Certification Scheme

Abbey L. Wiltse

AbstractThere are many study paths to choose from in the ITIL® training certification scheme. The path you decide upon will depend on factors such as your role within IT, your career aspirations, your previous ITIL® certifications and the final certification recognition you want to achieve. This paper discusses three key topics related to the ITIL® certification scheme: An IT Role-Based Learning Approach, Previous ITIL® Credits and Credits for Complementary Certifications, and closes with an introduction to the new ITIL® Master Qualification.

Service Management

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Introduction to ITIL® Courses & Certification Scheme

Credit-Based Study PathThe ITIL® certification scheme is based on a credit recognition system. Credits are assigned by course, and entry-level credit requirements are defined for certain courses. 22 credits are required in order to achieve the ITIL® Expertcertification. The pre-requisite for entry into any of the intermediate courses, (other than Managing Across the Lifecycle), is ITIL® Foundation. Other entry options based on earlier certifications in ITIL® are discussed later in this document.

Please note that the Intermediate Capability courses are focused on the operational activities of the in-scope processes, while the Intermediate Lifecycle courses are focused on the managing and controlling activities of the in-scope processes. For example, in the Lifecycle courses, all the processes associated with the lifecycle phase are covered in approximately 6-8 hours; in the Capability courses, you can spend up to 5 hours covering one process within the same lifecycle phase in full operational detail.

A “Balanced” Approach to ITIL® ExpertIt is important that you have a “balanced” set of intermediate courses in order to enter the final intermediate course: Managing Across the Lifecycle (“capstone” course), required for the ITIL® Expert certification. Although your credits may be recognized for similar courses without a high percentage of overlap, (for example – Service Operation Lifecycle and the Operational Support and Analysis Capability), you would be doing yourself a disservice not to have a complete understanding of each phase of the Service Lifecycle when entering the Managing Across the Lifecycle course. This is because the intent of the Managing Across the Lifecycle course is to continue to build upon your intermediate level understanding of the best practice, therefore entering the ITIL® Expert “capstone” course with a full, in-depth intermediate level of understanding and application of the best practice across the complete lifecycle is your best strategy for successful achievement of the ITIL® Expert certification.

The ITIL® courses discussed in this document are:

Course Name Course Abbreviation and Credits

Process / Focus Areas

FoundationFND 2 credits

Basic fundamentals of the ITIL® Service Lifecycle approach to service management and the in-scope processes that support the quality delivery of services to enable business outcomes.

Successful certification in this course is a pre-requisite to enter the Intermediate Course stream. There is no pre-requisite to enter this course.

Intermediate Capability Courses

Planning, Protection and Optimization Capability

PPO4 credits

Availability Management, Capacity Management, IT Service Continuity Management, Demand Management, Information Security Management

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Service Offerings and Agreements Capability

SOA4 credits

Business Relationship Management, Service Portfolio Management, Service Level Management, Service Catalogue Management, Demand Management, Supplier Management, Financial Management

Release, Control and Validation Capability

RCV4 credits

Change Management, Service Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Knowledge Management, Request Fulfillment, Change Evaluation

Operation Support and Analysis Capability

OSA4 credits

Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management, Application Management

Intermediate Lifecycle Courses

Service Strategy LifecycleSS3 credits

Strategy Management for IT Services, Financial Management, Demand Management, Service Portfolio Management, Business Relationship Management

Service Design LifecycleSD3 credits

Design Coordination Management, Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management, Service Catalogue Management, Information Security Management, Supplier Management

Service Transition LifecycleST3 credits

Change Management, Service Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Knowledge Management, Change Evaluation, Transition Planning and Support

Service Operation LifecycleSO3 credits

Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management, Application Management

Continual Service Improvement Lifecycle

CSI3 credits

7-Step Improvement Process, Quality Management, Service Measurement & Reporting

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Intermediate “Capstone” Course

Managing Across the LifecycleMALC5 credits

Managing services, processes & value across the lifecycle, management of change, governance, measurement, implementation & improvement.

A total of 15 credits across a balanced set of Intermediate courses is the pre-requisite to enter this “capstone” course which is mandatory for all students to achieve the ITIL® Expert certification.

ITIL® Master Qualification – there are no courses associated with this new qualification. Details of entry into this program are discussed later in this document.

An IT Role-Based Learning ApproachA list of generic roles within IT and the business are shown in the org chart below:

IT Infrastructure

Director/ Manager

IT Application

Director/ Manager

ITOperations Director/ Manager

Quality, Risk & Compliance

Director/ Manager

Account/ Business

Relationship Manager

Business Analysis/

Application Developers

IT Infrastructure

Analysts/ Coordinators

IT Application

Analysts/ Coordinators

IT Operations Analysts/

Coordinators

General IT & Business Staff

ITSM Professional

ITSM ProcessOwner

ITSM Process Manager

Project Managers

CIO/CTO

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The IT role/package combinations that follow are recommendations only, as there are many paths within the ITIL® Qualification Scheme you can take to achieve your training needs.

You can enter any of the recommended Intermediate course study paths with:

• an existing Foundation certificate or • a previous v2 Foundation + v3 Foundation Bridge or • ITIL® Expert gained through previous v2 Service Manager and ITIL® Manager Bridge certificates

Please note that the “bridging” courses have now been retired by the ITIL® Official Accreditor. The standard pre-requisite for entering the Managing Across the Lifecycle “capstone” course (required to achieve ITIL® Expert) is 2 credits from Foundation and the completion of 15 credits across a balanced set of Intermediate Lifecycle or Capability courses. Other entry options to the “capstone” course, based on earlier certifications in ITIL®, are discussed later in this document.

Typical Role Training Value for Role Recommended Packages

Courses

CIO/ CTO This stream focuses on the knowledge and skills to:• Present, position and

articulate value of IT in support of the business

• Develop and deliver IT strategy aligned to business requirements

• Lead and support Continual Service Improvement programs

• Manage and control service delivery and processes within all Service Lifecycle phases

ITIL® Expert Lifecycle Stream

Service Strategy Lifecycle

Service Design Lifecycle

Service Transition Lifecycle

Service Operation Lifecycle


Managing Across the Lifecycle

ITIL® Expert Certificate received with successful completion of all included exams

Business Knowledge Focus



Certificates received for each successful exam

IT Role-Based Learning Path Options

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Courses

IT Infrastructure & Application Management (Directors / Managers)

This stream focuses on the knowledge and skills to:


• Present, position and articulate value of IT in support of the business

• Operate and manage within the processes to plan, protect, optimize and release, control & validate services

• Manage and control service delivery and processes within

• the Service Operation Lifecycle phase of the Service Lifecycle

• Support, manage, control and lead Continual Service Improvement programs

IT Management “In-Depth” Stream


Planning Protection & Optimization Capability

Release Control & Validation CapabilityService Operation Lifecycle


Managing Across the LifecycleITIL® Expert Certificate received with successful completion of all included exams

IT Management Knowledge Focus


Service Transition LifecycleContinual Service Improvement Lifecycle


IT Operations Management (Directors / Managers)

Also includes Service

Desk Director / Manager




• Manage and control service delivery and processes within the Service Design phase of the Service Lifecycle

• Operate and manage within the processes to release, control, validate and operate, support and analyze services

• Support, manage, control and lead Continual Service Improvement programs

IT Operations Management “In-Depth” Stream



Release Control & Validation Capability

Operational Support & Analysis Capability



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Courses

IT Operations Management Knowledge Focus





Quality, Risk & Compliance Management

Includes roles such as: IT Quality Assurance Director / Manager, COBIT Project Director / Manager, IT Risk & Compliance Director /

Manager


• Assess and manage risk associated with IT service delivery in support of compliance, regulatory and quality initiatives

• Support, manage and control Continual Service Improvement programs

Quality, Risk & Compliance Management Knowledge Focus





Account / Business Relationship Management

Includes roles such as: Account Director / Manager, BRM Director / Manager, Service Level Management Process

Owner / Manager



• Design, lead and manage service offerings and agreements with business clients of IT services


Account / Business Relationship Management Knowledge Focus


Service Offerings & Agreements Capability


Business Analyst/ Application Developers


• Manage and control service delivery and processes within the Service Design phase of the Service Lifecycle with a key focus on managing and understanding business requirements for successful design

• Support Continual Service Improvement programs

Business Knowledge Focus



Certificates received for each course

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Courses

IT Front-Line Staff

Includes Analyst & Coordinator roles in the IT Infrastructure, IT Application, IT Operations, NOC, Service

Desk groups


• Operate and manage within the processes to plan, protect, optimize, release, control, validate, operate, support and analyze services and service delivery

• Support and deliver within Continual Service Improvement programs

Infrastructure Front-Line Knowledge Focus






Operations Front-Line Knowledge Focus





General IT & Business Staff

The training at this level focuses on the basic framework of the ITIL best practice at an introductory level to:

• Ensure all applicable staff are positioned for success within a larger IT Service Management initiative

IT & Business Staff Knowledge Focus

Foundation

Certificate received for successful exam

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Courses

ITSM Professionals1

Includes ITSM Consultant,ITIL® Trainer,ITSM Program Director/

Manager



• Operate, manage and control service delivery within all phases and processes of the Service Lifecycle

• Design, lead, manage and support Continual Service Improvement programs

• Lead Service Management programs and consult clients on ITIL® best practice application as best suits their unique business situations and goals

• Gain the required certification to lead accredited instruction for these courses








ITIL® Expert Capability Stream







1 Individuals on this particular role-based path may also consider the ITIL® Master qualification on completion of the ITIL® Expert certification. Please see later in this document for more information on the ITIL® Master qualification pre-requisites. Also, ITSM professionals who want to pursue an ITIL® Trainer role should contact their Examination Institute to verify full trainer requirements.

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Courses

ITSM Process Owners



• Manage and control service delivery and processes within all phases of the Service Lifecycle

• Design, lead, manage and support Continual Service Improvement programs

• Lead Service Management programs, applying ITIL® best practice as best suits the organization’s business situation and goals









ITSM Process Manager



• Operate and manage within the processes to plan, protect, optimize, release, control, validate, operate, support, analyze, services and service delivery

• Design, manage and support service offerings and agreements with business clients of IT services

• Support, manage, control and deliver within Continual Service Improvement programs

• Manage IT Service Management programs, applying ITIL® best practice as best suits the organization’s business situation and goals

ITIL® Expert Capability Stream






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Courses

Program / Project Manager

Packages focus on the knowledge and skills to:

• Understand management of change and project management interfaces as applicable to the design and transition of IT services through to operation


Program / Project Manager Knowledge Focus





Previous ITIL® Version Certification Credit Recognition

If you successfully sat Practitioner-level examinations based on previous versions of ITIL®, your certification will be recognized as credits within the current ITIL® qualification scheme. This would be of particular interest if you are planning to follow the path towards ITIL® Expert. You can enter the latest version of ITIL® intermediate courses with an ITIL® Foundation certificate or the v2 ITIL® Foundation plus ITIL® Foundation Bridge certificates. You can then add to your existing ITIL® v2 Practitioner credits from the latest ITIL® intermediate course credits so you have the required 15 intermediate course credits to enter the Managing Across the Lifecycle “capstone” course for ITIL® Expert certification. You need to be aware of which previous ITIL® Practitioner courses may be considered as “high overlap” content with the newer versions, as these courses may not be counted for full credits. Please be sure to reference the material available at the website of the Official ITIL® Accreditor (http://www.itil-officialsite.com/Qualifications/ITILQualificationScheme.aspx) to ensure you have the correct plan in place for your continued studies of the ITIL® best practice.

The ITIL® v2 Foundation and Service Manager course bridging options have now been retired, however there is still a path available to “fast-track” your upgrade to the latest version of ITIL®. If you currently hold the complete ITIL® v2 Service Manager certificate (both Service Support and Service Delivery portions), you will need to take the current ITIL® Foundation certification, then take either the Service Strategy or Continual Service Improvement Lifecycle course, and then successfully complete the Managing Across the Lifecycle course and exam. For more information on this option, please download the ITIL® Qualification Scheme Brochure (© The Official ITIL® Accreditor 2012) from http://www.itil-officialsite.com/Qualifications/ITILQualificationScheme.aspx.

The ITIL® Credit Profiler System You can view the official The ITIL® Credit Profiler System credit calculator tool via this link: http://www.itil-officialsite.com/qualifications/creditprofiler.aspx. This unique profile tool also highlights the credits recognized from certificate achievement in the previous versions of ITIL® courses, as well as many complementary guidance related certifications (see next topic).

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Credits for Complementary Qualifications The Official ITIL® Accreditor also recognizes complementary qualifications with the credit scheme that count towards your ITIL® Expert certification. These courses are considered “value-add” to the ITIL® best practice, and include titles such as Change Analyst, Service Catalogue, ISO/IEC 20000, etc.

Please be aware that if your goal is ITIL® Expert certification, only 6 of your required 15 Intermediate course credits can consist of recognized complementary courses, and don’t forget you will still need to be sure you have a “balanced” base of intermediate ITIL® and complementary course product knowledge in order to be successful within the Managing Across the Lifecycle “capstone” course. Please visit the official ITIL® website at for details on recognized complementary qualifications: http://www.itil-officialsite.com/Qualifications/ComplementaryQualifications.aspx.

Congratulations – You’ve Achieved ITIL® Expert … What’s Next?The most recent release within the Official ITIL® Accreditor qualification scheme is the ITIL® Master certification. The pre-requisite to enter the ITIL® Master program is your ITIL® Expert certification and at least five years direct leadership / management experience in demonstrable practical implementation of the ITIL® best practice.

There is no course related to achieve this certification – instead the candidate will need to propose and deliver a Work Package that meets the requirements and scope of the ITIL® Master Program. Registration into the ITIL® Master Qualification program can be initiated though any participating licensed Exam Institute. The overall intent will be to demonstrate your implementation approach and achieved IT and business benefits experience from application of your core ITIL® knowledge in a practical context. The final step will be an assessment interview to support your Work Package submission. For more information, please visit http://www.itil-officialsite.com/Qualifications/ITILQualificationLevels/ITILMasterQualification.aspx.

In Closing…As the de facto best practice for IT Service Management, ITIL® has shown longevity and continues to be relevant in today’s fast-paced IT industry. Whichever path you choose to travel upon in your ITIL® qualification journey, I wish you all the best in your studies!

Sources:ITIL Qualification Scheme Brochure v2.0.docx - © The Official ITIL® Accreditor 2012

http://www.itil-officialsite.com/Qualifications/ITILQualificationScheme.aspx - Copyright © 2007-12 APM Group Ltd All rights reserved Registered in England No. 2861902 - A Best Management Practice website managed and published by APMG in conjunction with the Cabinet Office (part of HM Government) and TSO.

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Version: 230114

About the Author:Abbey L. Wiltse, Advisor to ITpreneursAbbey is recognized as a world-class strategic process solution consultant who partners with her clients to become more effi cient and eff ective in running their IT organizations. This brings signifi cant benefi t to her clients by positioning them to reduce and reallocate business operation costs to achieve a strategic, proactive business focus in their goal to better align IT as a business enabler. Her global consulting and training engagements have been delivered across many diverse countries and industry verticals, including public sector,

telecom, IT service provider, fi nancial and manufacturing. An early pioneer of ITIL® in North America, Abbey started her ITSM journey in the mid-90’s - from her initial v1.0 Foundation & v2.0 ITIL® Service Manager certifi cations through to all of the current Intermediate qualifi cations to achieve ITIL® Expert certifi cation. Abbey’s area of expertise is in ITSM program and process design and delivery. Her focus is on the mentoring of key IT executive and process roles through the management of change aspects of their ITSM journey. Abbey is also in demand as an experienced facilitator, lecturer and trainer.

Email: [email protected], +1-905-407-5048www.smvinc.ca

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