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ITIL V2 Qualification Scheme
Foundation
This examination, which consists of a one hour long multiple choice paper which is usually taken at the end of a 3 day training event, is designed to test a candidate's basic understanding of the principles and terminology of the IT Infrastructure Library®. It is suitable for staff of all levels and forms one of the entrance criteria for other certificates in the v2 and v3 scheme. This qualification is designed to provide a foundation level of knowledge in IT Service Management and is aimed at all personnel who wish to become familiar with the best practices for IT Service Management, as defined in the IT Infrastructure Library® (ITIL®).
The ITIL ® foundation examination format is:
- Multiple choice
- One hour duration
- 40 questions
- Pass mark is 65% (26/40)
- Closed book.
Practitioner
Each discipline within the Support and Delivery sets may be studied and practiced in detail. There is a certificate for each separate discipline, attainment of which is achieved by a either a combination of assignments set during a training event and an examination, or through successful completion of an examination only. This qualification is aimed at those who are responsible within their organisation for designing specific processes within the IT Service Management discipline, and performing the activities that belong to those processes. The Practitioner Certificates focus on the depth of understanding and application of those subjects, treating each subject as a specialism.
The ITIL ® Practitioner certificate can be attained in each of the following subject areas:
Service Support Disciplines:
- Change Management
- Configuration Management
- Problem Management
- Release Management
- Service Desk and Incident Management.
Service Delivery Disciplines:
- Availability Management
- Capacity Management
- Financial Management for IT Services
- IT Service Continuity Management
- Service Level Management.
Combined / Clustered Discipline examinations:
- Combined/Clustered Service Desk, Incident and Problem Management (IPSR)
- Combined/Clustered Change, Configuration and Release Management (IPRC)
- Combined/Clustered Finance and Service Level Management (IPAD)
- Combined/Clustered Availability, Capacity and IT Service Continuity Management (IPPI).
The Practitioner examination format is typically either:
- In-course written assignment; 1 question (worth 50% of overall score)
- Examination: 25 questions, multiple choice, closed book, scenario based (worth 50% of overall score)
- Pass mark is 65%.
OR:
- Multiple choice
- Two hour duration with 15 minutes reading time
- 40 questions
- Pass mark is 65% (26/40)
- Closed book.
Service Manager
This certificate, primarily aimed at managers and consultants, generally follows attendance on a 10-day training event, followed by 2 x 3 hour essay based examination papers that are designed to test the practical application of the theory of ITIL®. The Manager's Certificate is aimed at those who need to demonstrate a capability for managing ITIL®-based solutions across the breadth of the Service Management subjects.
The ITIL® Managers certificate is made up of two papers:
- Service Support
- Service Delivery
Both papers must be completed and passed before the ITIL® Manager Certificate can be awarded.
The format for both Managers examination papers is:
- Scenario based essay style
- Three hour duration, plus 15 minutes reading time
- 5 questions, all equally weighted (all questions must be attempted)
- Pass mark is 50% in both papers (no in-course assessment contribution to mark)
- Distinction is awarded if 65% or above is achieved in both papers, in the same sitting*
- Closed book
"In the same sitting" = the same attempt i.e. A candidate cannot achieve a distinction if they achieve 65% in Paper 1 on their first attempt and 65% on Paper 2 in a re-sit/second attempt.
