ITIL® QUALIFICATION OVERVIEW
The ITSM HUB is Pink Elephant’s authorised Delivery Partner in Australia Website: www.theitsmhub.com.au Email: [email protected]
Phone: 1300 424 025
ITIL® Foundation This official ITIL® Foundation certification course provides you with a general overview of the IT Service Management (ITSM) Lifecycle which is outlined in ITIL’s five core books – Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. ITIL’s “service lifecycle” consists of 26 processes and four functions
Duration: 2 or 3 day instructor-led course, self-paced online course
Prerequisites: None
Exam: 60-minute, 40 multiple choice questions, 26/40 to pass (65%)
Points value: 2 points
There are a total of nine courses available at Intermediate level, comprising two streams: Service Capability and Service Lifecycle. To accrue sufficient points to be eligible for the ITIL Expert certification, completion of all courses in either the Service Capability stream or the Service Lifecycle stream will be required.
Service Capability Modules
The Service Capability series is focused on role based clusters in a modular set, each with a certification. Each cluster contains groupings of processes and roles from within ITIL IT Service Management, intended to offer candidates a balanced knowledge of ITIL practices which have direct interaction and dependencies in their daily use. Common characteristics of these courses are:
Duration: 5 days each course
Prerequisites: ITIL Foundation Certificate
Exam: 90-minute, 8 question scenario-based gradient marked multiple choice, 28/40 to pass (70%)
Content: see course details below
Points value: 4 points each certification
The capability modules and their respective subject areas are:
Planning, Protection and Optimization
Availability Management
Capacity Management
IT Service Continuity Management
Demand Management
Risk Management
Information Security Management
Service Offerings and Agreements
Service Portfolio Management
Service Level Management
Service Catalogue Management
Demand Management
Supplier Management
Financial Management
Operational Support and Analysis
Event Management
Incident Management
Request Fulfilment
Problem Management
Access Management
Service Desk
Technical Management
IT Operations Management
Application Management
Release, Control and Validation
Change Management
Service Release and Deployment Management
Service Validation and Testing
Service Asset and Configuration Management
Knowledge Management
Request Fulfilment
Service Evaluation
ITIL® QUALIFICATION OVERVIEW
The ITSM HUB is Pink Elephant’s authorised Delivery Partner in Australia Website: www.theitsmhub.com.au Email: [email protected]
Phone: 1300 424 025
Service Lifecycle modules The Service Lifecycle series is focused on each stage of the Lifecycle and syllabi are matched to each of the five core practice areas. The common characteristics of each Service Lifecycle course are:
Duration: 4 days each course
Prerequisites: ITIL Foundation Certificate
Exam: 90-minute, 8 question scenario-based gradient marked multiple choice, 28/40 to pass (70%)
Content: Each module of the Lifecycle series covers an introduction to the service Lifecycle, the principles, processes, functions and activities within that stage of the ITIL Service Management Lifecycle, along with technology and implementation considerations
Points value: 3 points each certification
The Lifecycle modules are:
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Managing Across the Lifecycle This certification completes the Lifecycle and Capability streams by focusing on the ancillary knowledge required to implement and manage the necessary skills associated with the use of the Lifecycle practices and includes:
Introduction to IT Service Management Business and Management Issues
Managing the Planning and Implementation of IT Service Management
Management of Strategic Change
Risk Management
Managerial Functions
Understanding Organizational Challenges
Lifecycle Project Assessment
Understanding Complementary Industry Guidance
Eligibility and Course Information for the Managing Across the Lifecycle Module examination
Duration: 5 days
Prerequisites: To have achieved a minimum of 17 credits from any combination of V3 units OR a combination of V2 Practitioner and V3 units, including an ITIL Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent ITIL Foundation Certificate
Exam: 90-minute, 8 question scenario-based gradient marked multiple choice, 28/40 to pass (70%)
Points value: 5 points
ITIL Service Management Expert Certification
To achieve the certification, candidates must obtain a minimum of twenty two (22) credits, two of which must be from the Foundation module which is a mandatory first step, and five of which must be from the 'Managing Across the Lifecycle' module which is a mandatory final step.
ITIL® is a Registered Trade Mark of AXELOS Limited
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