ITSM Qualification Schemes

IT SERVICE MANAGEMENT

Qualification Schemes

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Contents

Certifications for Organizations

ISO 20000 Certification schemes

Certifications for Professionals

ISO 20000 Qualifications

ITIL Version 3 Qualifications

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Certifications for Organizations

ISO 20000 certification scheme

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ISO 20000 – The standard ISO/IEC 20000

o the first worldwide standard specifically aimed at IT Service Management

o seen as the quality standard for IT Service Management

o certifies the quality management system and processes SUPPORTING the products or services provided, it does NOT certify the products or services themselves.

o itSMF created, and now manages the ISO/IEC 20000 IT Service Management Certification Scheme

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ISO 20000 – Certificate for organizationsAny organization is able to claim compliance with the

ISO/IEC 20000 standard

It is more valuable for such claims to be independently verified as part of a formal certification scheme.

ISO 20000 certified organization

o must comply with the standard

o must be assessed by Registered Certification Body (RCB)

RCB – organization registered by itSMF and granted permission to operate under the itSMF

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ITSM hierarchy

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Certifications for Professionals

ISO 20000 Qualifications

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ISOISO 20000 Certification20000 CertificationIndividual certification is organized as a fully

comprehensive and integrated program.

'IT Service Management according to ISO/IEC 20000', or short 'ISO 20000 Certification‘

Modular scheme, comprises of four levels Foundation Level Professional Level Management Track Auditing Track

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ISOISO 20000 Certification scheme20000 Certification scheme

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ISO 20000 Foundation levelTo certify that the candidate has understanding of Quality Management,

within the context of ISO/IEC 20000 and has a firm basis for working in an ISO20000 certified organization.

3 day course 1 hour Multiple Choice Exam EXIN Service Quality Management Foundation

Certificate Pre – requisite

o experience of IT Service Management

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ISO 20000 Professional levelThe target group for this qualification includes those personnel who are

involved in a practical way in ITSM processes

Course from an EXIN Accredited Training Provider

Practical assignments Professional Certificate XXX Pre – requisite

o Foundation Certificate in IT Service Management

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ISO 20000 for ConsultantsTo certify that the candidate has a comprehensive understanding of ISO/IEC

20000 and the associated itSMF Certification process, and that is competent for assessing an organizations' readiness for ISO20000 and preparing

organizations for ISO20000 Certification.

3 day course 1 hour Multiple Choice Exam 1-hour in-course assignment itSMF ISO20000 Consultant Certificate Pre – requisite

o 5 years of relevant IT experience or o 3 years Service Management experienceo minimum, EXIN Foundation Certificate in ITSM

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ISO 20000 for AuditorsTo certify that the candidate is competent for conducting either internal

ISO20000 audits or external certification audits for accredited Registered Certification Bodies

2 day course 1 hour Multiple Choice Exam itSMF ISO20000 Auditor Certificate Pre – requisite

o at least 3 years general IT auditing experience o must be either a certified ISO9000, ISO27001 or TickIT

auditor, or an internal auditor

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Certifications for Professionals

ITIL v3 Qualifications

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ITIL v3 QualificationsPoints Based SystemFour levels:

◦Foundation (2 points)◦Intermediate

Lifecycle (3 points) Capability (4 points)

◦Diploma◦Advanced Diploma

Bridging from Version 2 – 3 Available

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ITIL v3 Qualification Scheme

ITIL Foundation for Service Management

Managing through the Lifecycle

ITIL Diploma

Advanced SM Professional Advanced SM Professional

PP & OPP & O

Service Capability ModulesService Capability Modules

OS & AOS & A RC & VRC & V SO & ASO & A

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ITIL v3 Foundation Qualification ITIL v3 Foundation Qualification (2 points)(2 points)

To certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the

core principles of ITIL practices for Service Management.

Simple Multiple Choice Exam Only One Correct Answer Closed Book 60 Minute Duration / 75 min non-native 40 Questions 26 Correct Answers Required to Pass 16.25 Hours Of Study

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IntermediateIntermediate LevelLevelInherits the former practitioners course. It is divided in two

modular streams:

o Lifecycle Modules – for people who need understanding of Service Lifecycle concept and its stages

o Capability Modules – oriented towards process/functions/roles type of IT Professionals

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ITILITIL v3 Lifecycle Qualifications Lifecycle Qualifications (3 points)(3 points)

Focus is the Lifecycle itself, the use of process and practice elements used within it and the management capabilities needed to deliver

quality Service Management practices in an organization.

Complex Multiple Choice Exam Gradient Scoring Closed Book 90 Minute Duration / 120min. 65% Required to Pass / 75% For Distinction 21 Hours Of Study (21 Personal Study)

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ITILITIL v3 Capability Qualifications v3 Capability Qualifications (4 points)(4 points)

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.

Complex Multiple Choice Exam Gradient Scoring Closed Book 90 Minute Duration / 120min. 65% Required to Pass / 75% For Distinction 30 Hours Of Study (16 Personal Study)

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ManagingManaging Across The Lifecycle Across The Lifecycle (5 points)(5 points)

Focusing on the ancillary knowledge required to implement and manage the necessary skills associated with the use of the Lifecycle practices.

Complex Multiple Choice Exam Gradient Scoring Closed Book 90 Minute Duration / 120min 40 Questions 65% Required to Pass / 75% For Distinction 30 Hours Of Study (28 Personal Study)

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ITILITIL v3 Expert Certificationv3 Expert CertificationBy accumulating a minimum of 22 credits in the previous modules, one

is entitled to this certificate.

o 2 credits from Foundation

o 5 from mandatory Managing Across the Lifecycle.

o 15 can be collected from Lifecycle and Capability modules credits. Balanced approach, which boils down to minimum two modules from

each stream. The other way to achieve ITIL Service Management Expert Certificate

is to arrive from ITIL V1 or V2 Managers Certificate (17 credits) and obtain a V3 Managers Bridge (5 credits) certificate.

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ITILITIL v3 Advanced SM ProfessionalAdvanced SM Professional

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Qualification and Certification Pyramid

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Current situation

ITIL v2 certifications - available

ITIL v2 to v3 Foundation bridge – available

ITIL v2 Manager to ITIL v3 Expert bridge – available 

ITIL v3 Foundation – available

ITIL v3 Intermediate level - October 2008 – January 2009

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ITIL Foundation v3 certification process in Macedonia June 2008 in Skopje

Organized by:

o IFC (International Finance Corporation) – International Standards and Technical Regulations Program; and

o itSMF Macedonia

First group in the Balkans being trained by Accredited Training Organization

Certification by Licensed Examination Institute

20 itSMF members got ITIL v3 Foundation certificates

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itSMF Macedonia

Interested parties for more information on ITIL certification can contact us: [email protected]

Plan for Public register of ITIL certified professionals in Macedonia on the www.itsmf.org.mk

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THANK YOU!

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Reference◦ www.itsmfi.org ◦ www.itsmf.org.mk◦ http://www.foxit.net◦ http://www.ilxgroup.com/◦ http://www.20000.biz/certification.html◦ http://www.isoiec20000certification.com/

Ana MeskovskaQuality and Information Security ManagerTrajkovski & Partners Consultinge-mail: [email protected]

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