Certification[edit]
Individuals[edit]
An ITILv2 Foundation Badge.
The certification scheme differs between ITIL v2 and ITIL 2007/2011, and bridge examinations (now retired) allowed owners of v2 certificates to transfer to the new program.[citation needed] ITIL v2 offers three certification levels: Foundation, Practitioner and Manager. These were progressively discontinued in favor of the new scheme introduced along with the publication of the 2007 Edition. ITIL certification levels are now: Foundation, Intermediate, Expert and Master. In addition, the single-process practitioner certifications that were offered by OGC for version 2 have now been replaced and the offering expanded by what are known as complementary certifications.[27]
The ITIL certification scheme now offers a modular approach. Each qualification is assigned a credit value; so that upon successful completion of the module, the candidate is rewarded with both a certification and a number of credits. At the lowest level – Foundation – candidates are awarded a certification and two credits. At the Intermediate level, a total of additional 15 credits have to be earned. These credits may be accumulated in either a "Lifecycle" stream[note 1] or a "Capability" stream;[note 2] or combination thereof. Each Lifecycle module and exam is three credits. Each Capability module and corresponding exam is four credits. A candidate wanting to achieve the Expert level will have, among other requirements, to gain the required number of credits (22). That is accomplished with two from Foundations, then at least 15 from Intermediate, and finally five credits from the "Managing Across the Lifecycle" exam. Together, the total of 22 earned credits allows a person to request designation as an ITIL Expert. Advancing from the expert to the master level does not require additional credits, but does require at least five years of IT domain work experience and an extensive usage of ITIL practices.[28]
The complementary certifications also have point values, ranging from 0.5 to 1.5 credits, which can be applied towards ITIL Expert certification. However, only a maximum of six credits from complementary certifications can be applied towards the Expert certification.[29]
The ITIL Certification Management Board (ICMB) manages ITIL certification. The Board includes representatives from interested parties within the community around the world. Members of the Board include (though are not limited to) representatives from the UK Office of Government Commerce (OGC), APM Group (APMG), The Stationery Office (TSO), ITIL Examination Panel, Examination Institutes (EIs) and the IT Service Management Forum International (itSMF) as the recognised user group.[30]
Since the early 1990s, EXIN and ISEB had been setting up the ITIL based certification program, developing and providing ITIL exams at three different levels: Foundation, Practitioner and Manager. EXIN[31] and BCS/ISEB[32] (the British Computer Society) had from that time onwards been the only two examination providers in the world to develop formally acknowledged ITIL certifications, provide ITIL exams and accredit ITIL training providers worldwide. These rights were obtained from OGC, the British government institution and owner of the ITIL trademark.[citation needed] OGC signed over the management of the ITIL trademark and the accreditation of examination providers to APM Group in 2006. Now, after signing a contract with EXIN,[31] BCS/ISEB, Loyalist Certification Services [1],PeopleCert Group and other certification bodies, APM Group has accredited them as official examination bodies, to offer ITIL exams and accredit ITIL training providers.[citation needed]
On July 20, 2006, the OGC signed a contract with the APM Group to become its commercial partner for ITIL accreditation from January 1, 2007.[33] APMG manage the ITIL Version 3 exams. APMG maintains a voluntary register of ITIL certified practitioners at their Successful Candidate Register.[34]
Since 2014, Axelos is the owner of the ITIL personnel certification scheme.[35] [36][37]
ITIL exams are administered by Accredited Training Organizations (ATOs), which are accredited by Examination Institute (EI).[38] The Examination Institutes, which issue the ITIL certificates, in turn need to be accredited by Axelos.[39]
Pins[edit]
Following the passing an APMG/EXIn exam in IT service management (based on ITIL), some people will wear a metal pin on their shirt or jacket. This badge, provided by the ITSMF with basic gold color is set in the form of the ITIL-logo. The ITIL pins consist of a small, diamond-like structure. The meaning and the shape of the diamond is meant to depict coherence in the IT industry (infrastructure as well). The four corners of the pin symbolise service support, service delivery, infrastructure management and IT management.
There are five colors of ITIL pins - each corresponds to the color of the associated core publication:
ITIL Foundation Badge (Pastel Green). This ITIL lapel pin takes its color from the ITIL Service Strategy book and is awarded on successful completion of the ITIL Foundation exam.
ITIL Intermediate Capability Badge (Burgundy). There are four ITIL Capability courses. (RCV, OSA, SOA, PPO). You are able to apply for this lapel pin once you have passed each exam. Some examination institutes such as APMG International will send the pins automatically with the candidate's certificate. This badge shares its color with the ITIL Service Transition book.
ITIL Intermediate Lifecycle Badge (Teal). For each of the five ITIL Lifecycle courses (SS, SD, ST, SO, CSI), candidates receive this lapel pin after passing the exam. The color for this pin is based on the ITIL Service Operation book.
ITIL Expert Badge (Lilac). This is currently the highest qualification available with ITIL. The lapel pin is awarded to a candidate who attains 22 credits through a combination of ITIL training courses. The pin takes its color from the ITIL Continual Service Improvement book.
ITIL Master Badge (Purple, with the letter M in the middle). Currently in pilot phase this qualification has no training course or exam associated with it. To gain qualification as an ITIL Master, candidates have to have his/her work peer-reviewed by a panel of experts. Once an ITIL Expert has achieved this status, the ITIL Master can wear a lapel pin based on the color of the ITIL Service Design book, which also has a Gold M in the centre.
There are three colors of ITIL V2 pins:
ITILv2 Foundation Badge (green)
ITILv2 Practitioner Badge (blue)
ITILv2 Manager Badge (red)
Exam candidates who have successfully passed the examinations for ITIL will receive their appropriate pin from APMG, EXIN or their certification provider regional office or agent.
Organizations[edit]
Organizations and management systems cannot claim certification as "ITIL-compliant". An organization that has implemented ITIL guidance in IT Service Management (ITSM), may be able to achieve compliance with and seek certification under ISO/IEC 20000. However, while relatively closely aligned, ISO/IEC 20000 and ITIL version 2 do not define identical processes.[40] This gap has become much wider with ITIL versions 2007 and 2011. ITIL now defines twice as many ITSM processes as ISO/IEC 20000 (26 compared to 13),[41] but there are also more subtle differences, e.g.[42]
ISO/IEC 20000 only recognises the management of financial assets, not assets which include "management, organization, process, knowledge, people, information, applications, infrastructure and financial capital", nor the concept of a "service asset". So ISO/IEC 20000 certification does not address the management of 'assets' in an ITIL sense.
ISO20000 does not recognise Configuration Management System (CMS) or Service Knowledge Management System (SKMS), and so does not certify anything beyond Configuration Management Database (CMDB).
An organization can obtain ISO/IEC 20000 certification without recognising or implementing the ITIL concept of Known Error, which is usually considered essential to ITIL.
Tools[edit]
Starting in 2009,[43] the APM Group, UK, established an ITIL Software Scheme (ISS) which allows IT Service Management software ITSM tool vendors to obtain endorsement through the Cabinet Office for an ITIL-based tool. This endorsement allows vendors to hold a valid ISS trademark licence and use the process compliant ITIL ‘swirl’ logo at a bronze, silver or gold level.
The ISS assessment operates through Licensed Software Assessors. Currently there are two companies listed as Licensed Software Assesors:[44] Pink Elephant, and Glenfis AG. In 1998[45] Pink Elephant released its PinkVerify assessment service, the 2011[46] version assesses a software tool against ITIL terminology, definitions, functionality and workflow requirements for the following 15 ITSM processes: Availability Management, Capacity Management, Change Management, Event Management, Financial Management, Incident Management, IT Service, Continuity Management, Knowledge Management, Problem Management, Release & Deployment Management, Request Fulfillment, Service Asset & Configuration Management, Service Catalog Management, Service Level Management, Service Portfolio Management. Currently there are three tools holding the PinkVerify 2011 certification for those 15 ITIL procesess:[47] CA Service Desk Manager Suite, Dexon Software V6 and SAP Solution Manager.
Certification[edit]Individuals[edit]An ITILv2 Foundation Badge.The certification scheme differs between ITIL v2 and ITIL 2007/2011, and bridge examinations (now retired) allowed owners of v2 certificates to transfer to the new program.[citation needed] ITIL v2 offers three certification levels: Foundation, Practitioner and Manager. These were progressively discontinued in favor of the new scheme introduced along with the publication of the 2007 Edition. ITIL certification levels are now: Foundation, Intermediate, Expert and Master. In addition, the single-process practitioner certifications that were offered by OGC for version 2 have now been replaced and the offering expanded by what are known as complementary certifications.[27]The ITIL certification scheme now offers a modular approach. Each qualification is assigned a credit value; so that upon successful completion of the module, the candidate is rewarded with both a certification and a number of credits. At the lowest level – Foundation – candidates are awarded a certification and two credits. At the Intermediate level, a total of additional 15 credits have to be earned. These credits may be accumulated in either a "Lifecycle" stream[note 1] or a "Capability" stream;[note 2] or combination thereof. Each Lifecycle module and exam is three credits. Each Capability module and corresponding exam is four credits. A candidate wanting to achieve the Expert level will have, among other requirements, to gain the required number of credits (22). That is accomplished with two from Foundations, then at least 15 from Intermediate, and finally five credits from the "Managing Across the Lifecycle" exam. Together, the total of 22 earned credits allows a person to request designation as an ITIL Expert. Advancing from the expert to the master level does not require additional credits, but does require at least five years of IT domain work experience and an extensive usage of ITIL practices.[28]The complementary certifications also have point values, ranging from 0.5 to 1.5 credits, which can be applied towards ITIL Expert certification. However, only a maximum of six credits from complementary certifications can be applied towards the Expert certification.[29]
The ITIL Certification Management Board (ICMB) manages ITIL certification. The Board includes representatives from interested parties within the community around the world. Members of the Board include (though are not limited to) representatives from the UK Office of Government Commerce (OGC), APM Group (APMG), The Stationery Office (TSO), ITIL Examination Panel, Examination Institutes (EIs) and the IT Service Management Forum International (itSMF) as the recognised user group.[30]
Since the early 1990s, EXIN and ISEB had been setting up the ITIL based certification program, developing and providing ITIL exams at three different levels: Foundation, Practitioner and Manager. EXIN[31] and BCS/ISEB[32] (the British Computer Society) had from that time onwards been the only two examination providers in the world to develop formally acknowledged ITIL certifications, provide ITIL exams and accredit ITIL training providers worldwide. These rights were obtained from OGC, the British government institution and owner of the ITIL trademark.[citation needed] OGC signed over the management of the ITIL trademark and the accreditation of examination providers to APM Group in 2006. Now, after signing a contract with EXIN,[31] BCS/ISEB, Loyalist Certification Services [1],PeopleCert Group and other certification bodies, APM Group has accredited them as official examination bodies, to offer ITIL exams and accredit ITIL training providers.[citation needed]
On July 20, 2006, the OGC signed a contract with the APM Group to become its commercial partner for ITIL accreditation from January 1, 2007.[33] APMG manage the ITIL Version 3 exams. APMG maintains a voluntary register of ITIL certified practitioners at their Successful Candidate Register.[34]
Since 2014, Axelos is the owner of the ITIL personnel certification scheme.[35] [36][37]
ITIL exams are administered by Accredited Training Organizations (ATOs), which are accredited by Examination Institute (EI).[38] The Examination Institutes, which issue the ITIL certificates, in turn need to be accredited by Axelos.[39]
Pins[edit]
Following the passing an APMG/EXIn exam in IT service management (based on ITIL), some people will wear a metal pin on their shirt or jacket. This badge, provided by the ITSMF with basic gold color is set in the form of the ITIL-logo. The ITIL pins consist of a small, diamond-like structure. The meaning and the shape of the diamond is meant to depict coherence in the IT industry (infrastructure as well). The four corners of the pin symbolise service support, service delivery, infrastructure management and IT management.
There are five colors of ITIL pins - each corresponds to the color of the associated core publication:
ITIL Foundation Badge (Pastel Green). This ITIL lapel pin takes its color from the ITIL Service Strategy book and is awarded on successful completion of the ITIL Foundation exam.
ITIL Intermediate Capability Badge (Burgundy). There are four ITIL Capability courses. (RCV, OSA, SOA, PPO). You are able to apply for this lapel pin once you have passed each exam. Some examination institutes such as APMG International will send the pins automatically with the candidate's certificate. This badge shares its color with the ITIL Service Transition book.
ITIL Intermediate Lifecycle Badge (Teal). For each of the five ITIL Lifecycle courses (SS, SD, ST, SO, CSI), candidates receive this lapel pin after passing the exam. The color for this pin is based on the ITIL Service Operation book.
ITIL Expert Badge (Lilac). This is currently the highest qualification available with ITIL. The lapel pin is awarded to a candidate who attains 22 credits through a combination of ITIL training courses. The pin takes its color from the ITIL Continual Service Improvement book.
ITIL Master Badge (Purple, with the letter M in the middle). Currently in pilot phase this qualification has no training course or exam associated with it. To gain qualification as an ITIL Master, candidates have to have his/her work peer-reviewed by a panel of experts. Once an ITIL Expert has achieved this status, the ITIL Master can wear a lapel pin based on the color of the ITIL Service Design book, which also has a Gold M in the centre.
There are three colors of ITIL V2 pins:
ITILv2 Foundation Badge (green)
ITILv2 Practitioner Badge (blue)
ITILv2 Manager Badge (red)
Exam candidates who have successfully passed the examinations for ITIL will receive their appropriate pin from APMG, EXIN or their certification provider regional office or agent.
Organizations[edit]
Organizations and management systems cannot claim certification as "ITIL-compliant". An organization that has implemented ITIL guidance in IT Service Management (ITSM), may be able to achieve compliance with and seek certification under ISO/IEC 20000. However, while relatively closely aligned, ISO/IEC 20000 and ITIL version 2 do not define identical processes.[40] This gap has become much wider with ITIL versions 2007 and 2011. ITIL now defines twice as many ITSM processes as ISO/IEC 20000 (26 compared to 13),[41] but there are also more subtle differences, e.g.[42]
ISO/IEC 20000 only recognises the management of financial assets, not assets which include "management, organization, process, knowledge, people, information, applications, infrastructure and financial capital", nor the concept of a "service asset". So ISO/IEC 20000 certification does not address the management of 'assets' in an ITIL sense.
ISO20000 does not recognise Configuration Management System (CMS) or Service Knowledge Management System (SKMS), and so does not certify anything beyond Configuration Management Database (CMDB).
An organization can obtain ISO/IEC 20000 certification without recognising or implementing the ITIL concept of Known Error, which is usually considered essential to ITIL.
Tools[edit]
Starting in 2009,[43] the APM Group, UK, established an ITIL Software Scheme (ISS) which allows IT Service Management software ITSM tool vendors to obtain endorsement through the Cabinet Office for an ITIL-based tool. This endorsement allows vendors to hold a valid ISS trademark licence and use the process compliant ITIL ‘swirl’ logo at a bronze, silver or gold level.
The ISS assessment operates through Licensed Software Assessors. Currently there are two companies listed as Licensed Software Assesors:[44] Pink Elephant, and Glenfis AG. In 1998[45] Pink Elephant released its PinkVerify assessment service, the 2011[46] version assesses a software tool against ITIL terminology, definitions, functionality and workflow requirements for the following 15 ITSM processes: Availability Management, Capacity Management, Change Management, Event Management, Financial Management, Incident Management, IT Service, Continuity Management, Knowledge Management, Problem Management, Release & Deployment Management, Request Fulfillment, Service Asset & Configuration Management, Service Catalog Management, Service Level Management, Service Portfolio Management. Currently there are three tools holding the PinkVerify 2011 certification for those 15 ITIL procesess:[47] CA Service Desk Manager Suite, Dexon Software V6 and SAP Solution Manager.
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