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HP ITIL® v3 Frequently Asked Questions

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Content starts here Many basic answers to questions about ITIL exams (v2 and v3, all levels) can be found on the main ITIL FAQ page.
  1. What is the official ITIL V3 Qualification Scheme?
  2. I have already earned my ITIL Foundations (or Practitioner or Service Managers) certification. Will I need to be recertified?
  3. What if some of the people in my organization have been certified on ITIL v2? Should everyone get certified on ITIL V3 so we can communicate better together?
  4. Is there an "upgrade course" available to help me understand the differences between ITIL V2 and ITIL V3?
  5. What is HP's role in ITIL v3?
  6. Who should take ITIL v3 Foundation training?
  7. Does HP's ITIL v3 Foundation course include a simulation?
  8. What is the difference between the Capability courses and Lifecycle courses?
  9. How is a multiple-choice, scenario-based, gradient-scored question scored (Applies to Lifecycle, Capability, and Managing Across the Lifecycle certification exams only)?
  10. What is ITIL Expert certification, and how do I earn it?
  11. What is an ITIL V3 Master, and how do I earn it?

ITIL v3 Foundation and Foundation Bridge

1. What is the official ITIL V3 Qualification Scheme?

You can find the official ITIL Qualification Scheme here.

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2. I have already earned my ITIL Foundations (or Practitioner or Service Managers) certification. Will I need to be recertified?

The OGC (Office of Government Commerce) has already confirmed no recertification is required to maintain certification. However, students pursing ITIL Expert certification (based on v3) will need to take additional training and certification:

  • After June 30th, 2011 the following V3 Path to Expert is available for current holders of V1 or V2 Service Managers Certification:
    • V2 Service Manager Certificate holders who would like to take any ITIL V3 intermediate modules will be required to take the ITIL V3 Foundation certificate. In order to reach ITIL Expert Level holders of the Service Manager certificate must successfully complete the following certifications:
  • V3 Foundation HF421S or HF422S
    +

    Service Strategy HF437S OR
    Continual Service Improvement
    HF441S

    +

    Managing Across The Lifecycle (MALC) HF442S

    This Bridging route will only be available to holders of the full ITIL V1 or V2 Service Managers Certification (both Service support and Service Delivery components). Individuals who choose to follow this route to ITIL Expert Level should note that the credit system does not apply to this particular bridging option.

  • If you are V2 Practitioner certified, while your certifications are valid, there will no longer be an expedited path to ITIL V3 Expert. You will have to go through the ITIL V3 curriculum path starting with ITIL V3 Foundation and then through the V3 Intermediates (Lifecycle and/or Capability Courses+ Managing Through the Lifecycle (MALC)) in some combination, to obtain the minimum 22 credits necessary in order to obtain the ITIL Expert Certification.

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3. What if some of the people in my organization have been certified on ITIL v2? Should everyone get certified on ITIL V3 so we can communicate better together?

This will not really be necessary as the changes in terminology and to the actual processes are not that significant. People should take the training at whatever time is appropriate for them to support their specific needs/initiative. However, HP offers the full set of ITIL V3 curriculum to suit your needs and understanding of ITIL V3. Please see our ITIL V3 Course offerings here.

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4. Is there an "upgrade course" available to help me understand the differences between ITIL V2 and ITIL V3?

As of 6/30/11 there are no longer any Bridging courses available between V2 and V3. The decision to retire "Bridging" classes and associated certification was made by APM Group.

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5. What is HP's role in ITIL v3?

HP’s David Cannon and David Wheeldon are lead authors for the Service Operations book. HP’s Jeroen Bronkhorst is writing the ITIL integrated process maps and is – together with Ken Wendle – a member of the ITIL advisory board (IAG). David Cannon and David Wheeldon are members of the APM Group senior examiners panel. HP’s Stuart Rance and Ashley Hanna have written the new ITIL Glossary.

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ITIL v3 Foundation and Foundation Bridge

6. Who should take ITIL v3 Foundation training?

People who are (a) part of IT organizations undertaking ITIL implementations or (b) interact with an IT organization would benefit greatly from ITIL Foundation training and certification.

Business managers, project managers, business analysts, and other people throughout the enterprise whose core jobs are outside of IT but require regular interaction with IT would benefit from a Foundation level understanding of how IT works, what processes are defined, the roles within those processes, and how IT strives to ensure that its activities are aligned with business objectives.

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7. Does HP's ITIL v3 Foundation course include a simulation?

Yes! HP's course HF421S ITIL® V3 Foundation for IT Service Management (with SM Simulation) includes the HP Race to Results SM Simulation, which has helped 10,000s of ITIL students "get" ITIL in a fun, intense, team-building setting.  The simulation can also be delivered in 1/2-day and 1-day sessions to accommodate audiences for whom ITIL awareness/knowledge is essential but for whom the 3-day Foundation course is not practical or possible (for example, senior management).

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ITIL v3 Intermediate (Capability, Life Cycle, Managing Across the Life Cycle)

8. What is the difference between the Capability courses and Lifecycle courses?

The Capability courses focus on the design and implementation of ITIL processes.  The Lifecycle courses focus on the contribution of those to the overall IT Service life cycle and are concerned with management and control rather than design and implementation.

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9. How is a multiple-choice, scenario-based, gradient-scored question scored (Applies to Lifecycle, Capability, and Managing Across the Lifecycle certification exams only)?

Each question will have four possible answer options, one of which is worth 5 marks, one of which is worth 3 marks, one of which is worth 1 mark, and one of which is a distracter and achieves no marks.

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10. What is ITIL Expert certification, and how do I earn it?

ITIL Expert certification is a designation indicating a strong fluency with ITIL v3 best practices.  To achieve ITIL Expert certification, you must accumulate 22 or more ITIL Expert credits by taking accredited ITIL courses and passing the respective exams.  Go here for full details on HP's ITIL courses and exams, the number of ITIL Expert credits for each, and guidance on the most appropriate training/certification options to meet your requirements.

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11. What is ITIL Expert certification, and how do I earn it?

This designation is named in the official ITIL v3 Qualification Scheme and is intended as a level of certification beyond ITIL Expert.  Further details about this certification will become available as released by APMG.

Note that from time to time you may hear the ITIL Service Manager [v2] certification referred to as "ITIL Master" - such a reference is erroneous in a strict sense, as it has never been referred to by the exam institutes as "ITIL Master".

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