21 June 2007
MOVING FROM ITIL V2 to V3 CERTIFICATION
You may or may not be aware that ITIL V3 (V3) was launched at the end of May by the UK-based
Office of Government Commerce (OGC) and their partners. Changes to certification and
additional supporting documentation will be launched over the next few months.
Certificate is the “first
You might also be aware that ProActive was responsible for the introduction of ITIL training in
cab off the rank” in
1995 and we have established a reputation for quality, innovation and value for money in that
period. We have already spent many weeks reviewing what is in ITIL V3, particularly in relation
terms of V3
to the Foundation Certificate, as it is the “first cab off the rank” in terms of V3 certification. certification.
This letter is to provide our recommendation as to what we see as the best way to transition
from V2 certification to V3, in particular for new students that need to complete ITIL training.
The proposed approach was verified by the panel of authors at the recent itSMF V3 launch in The proposed approach
Sydney as a sensible and practical approach, pending the release of further V3 qualifications. in this letter was
verified by the panel of
Whilst we fully support V3, we want to ensure that organisations who are already authors at the recent
implementing ITIL do not lose momentum during the transition period. There is a lot of
itSMF V3 launch in
interest and ‘hype’ about V3 – ProActive’s aim is to ensure customers are fully briefed on
Sydney as a being
the facts and to offer a balanced view about the recommended approach for both
sensible and practical.
organisations and individuals to transition from V2 to V3.
To do this, this letter requires some explanation about what is in V3 and the impact that has on
current course syllabi. Firstly, it is important to remember that all V2 certification remains
valid, but the scope and type of changes introduced in V3 means that some training in V3 at All V2 certification
some stage makes sense. remains valid, but the
scope and type of
Whilst there are few really significant changes to what was contained and taught in V2, the changes introduced in
main change is that processes have been re-ordered into a ‘lifecycle approach’. This approach V3 means that some
reflects what happens in the ‘real world’ of IT. Whilst V2 was all about the implementation of IT training in V3 makes
Service Management, the books and training tended to approach this as a series of process silos.
V2 of ITIL was released over a period of time, starting with Service Support and Service Delivery
with other books added over a period of time including:-
Planning to Implement ITSM
Security Management Many are familiar with
The Business Perspective Service Support and
ICT Infrastructure Management Service Delivery, but
Application Management there has been much
less visibility of the
Whilst many, in our experience, were familiar with Service Support and Delivery and that is other books in V2.
where most of the training was to be found, there was much less visibility of many of the other
books and in some cases, training has only recently been available.
V3 has been implemented in a holistic manner and is based on requirements from the market
V3 has been
and in a timeframe that allowed for time for it to be developed in a considered manner. The
five (core) books in V3 that define the “Lifecycle” are as follows:-
implemented in a
Service Strategy holistic manner and
Service Design define the “lifecycle”.
Continual Service Improvement
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Whilst all the processes you know and love are still there, they are spread across the lifecycle
depending on their function. However, it is important to remember that V3 is less process- V3 is less process-
centric than V2 and is more focused on functions and how everything fits together. centric than V2 and is
more focused on
One of the main differences for many ITIL Practitioners is that the processes from all of the
functions and how
other V2 books are brought into the V3 lifecycle in their appropriate places. For example,
Service Operation includes processes from Service Support, ICT Infrastructure and Applications
Management. A number of processes are not confined within one V3 book but span across all
New Training Scheme
The V3 Foundation Certificate is significantly different from the V2 version – simply by virtue
V3 Foundation needs to
of the fact that this training now needs to cover a much larger syllabus. The course will still be
three days in duration, but to cover all the new information, this course will provide a high
cover a much larger
level view in order to introduce ITIL. It will be of value to senior IT managers and business syllabus.
managers, as it incorporates sections on Strategy and Implementation which were not
previously covered. This will show how ITIL will offer value to the Business. It will be of value to
senior managers and
Those of you familiar with the V2 Foundation Certificate course know that Service Support and the Business, as it
Delivery were covered in some detail. Now, in V3, Incident, Change, Service Level incorporates sections
Management and Service Desk are covered in some detail and Problem Management to a lesser on strategy and
level. Hence the learning outcomes of the course are different. These differences need to be implementation which
appreciated to avoid any surprises.
were not previously
As neither the ‘intermediate’ V3 training modules of IT Service Capability & Service Lifecycle
(see diagram) are available yet, ProActive recommends, that in the short term, students
complete the V2 Foundation Certificate. This is for a number of reasons, namely:
1) The larger scope of the V3 Foundation Certificate will require more students undergo
that in the short term,
training in the Capability Modules to get a deeper level of understanding (similar to the students complete the
Practitioner level in V2). This potentially means more days of training will be required to V2 Foundation
achieve a ‘foundation’ level of ITIL knowledge equivalent to what was achieved in the V2 Certificate training.
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2) The Capability Modules are not yet released and students wanting to continue with V3 V2 certification offers a
training may have to wait some considerable time to undertake further training. Whilst a more comprehensive
lot of the V2 Practitioner training will be carried across into Capability Modules the understanding of the
starting point is now different as the Foundation Certificate course has more information main processes that
to impart. organisations are
3) As the V3 Foundation Certificate examination will be new, it is to be expected that it will
take some time before they get to be proven to the same level as the V2 examinations
with the consequential high pass-rates.
4) The V2 certification offers a more comprehensive understanding of the main processes
that many organisations are currently implementing. This, when combined with ITIL
Refresh training (see below), will provide students with a Foundation level understanding ProActive recommends
of V2 processes plus comprehension of the V3 lifecycle approach. a training path of V2
Foundations plus the
Recommended Approach: ProActive recommends a training path of V2 Foundations plus the V3 V3 Refresh Session –
Refresh session. This is more cost- and time-effective approach to getting the right levels of this is a more cost- and
information on both V2 and V3 of ITIL. Those students attending Foundation Certificate time-effective
courses in this interim period will be eligible for a discount on the price of the refresh day if approach.
booked at the same time.
Attendees will get a
Practitioner Training comprehensive
What is currently, at V2, termed Practitioner training will become the Capability Modules processes, helping in
stream at V3, and this will sit at an ‘Intermediate’ Level. At this stage, no Capability Modules day to day roles NOW
have been released, but is expected to draw on current V2 courses. without running the
risk of losing
Recommended Approach: It is our recommendation that students still undertake the V2
Practitioner training as it will be some time before any V3 intermediate training course syllabi
waiting for V3 courses.
and examinations are released. The V2 Practitioner courses will still earn credits towards
achievement of the ITIL Diploma PLUS they will give attendees a comprehensive understanding
of a discrete process or processes which will help in day to day roles NOW without running the V2 Practitioner and
risk of losing momentum whilst waiting for the V3 courses. specialist courses
We also recommend that students consider undertaking the ITIL Infrastructure Management Management and
and Application Management courses now to get the bigger lifecycle-related picture. These Application
‘domains’ have now entered the mainstream in ITIL V3. Once more students will gain V3 Management) will still
credits for achieving these certifications as well as getting a better understanding of the V3 earn credits towards
lifecycle. achievement of the ITIL
The V3 Refresh is a session primarily for Foundation Certificate holders to get up to speed
with ITIL V3 and the changes it brings. This is the perfect bridging course, held over one full A comprehensive day’s
day, to get you quickly up to speed with V3 at the FC level! training for V2
This session is a comprehensive day of learning – a day that will provide attendees with an
holders to discover the
understanding of the ITIL framework and its lifecycle driven approach. Attendees will also
discover the main differences between V2 and V3, plus enough information will be provided to
ensure students understand what would be required of them should they be interested in
between V2 and V3
sitting the V3 Foundation Certificate exam. This is, however, not a mandatory requirement as and get quickly up to
all V2 certification remains valid. speed with V3 overall.
Recommended Approach: If you are interested in what’s new with V3 and have a Foundation
level of knowledge, then we highly recommend this session. It’s the most cost- and time-
effective way to get up to speed with V3 quickly before the new certification scheme comes
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The Manager’s Certificate, as it is known in V2, will be renamed the ITIL Diploma in V3. The The Diploma can be
ITIL Diploma is potentially going to take 15 contact days. The syllabus for this course will not gained in a number of
be released until September 2007, meaning that the ITIL Diploma will not be offered by ways, however all
training providers until at least 2008. details are not yet
The Diploma can be gained in a number of ways, however, not all details are yet available.
The scheme is based on the achievement of a certain number of “credits” that can be gained
from V2 and V3 training. The number of credits likely to be needed is 22. Naturally a core of
V3 training is needed to achieve the Diploma. Some options include:-
If organisations want to
1) V2 MC and then the V3 bridging course (2 to 3 days)
keep their ITIL
2) V2 FC, V2 Practitioner, V2 to V3 Bridging course implementation going,
3) V3 FC, then either V3 Service Lifecycle or Service Capabilities Modules. then students should
continue to undertake
The V3 Lifecycle Modules are similar to the V2 Manager’s Certificate training, but will now the V2 Manager’s
take longer due to the extra information now contained within Mainstream V3. Certificate, and then if
required, to sit the
Recommended Approach: If organisations want to keep their ITIL implementation going, then Bridging Certificate
our recommendation is that students continue to undertake the V2 Manager’s Certificate, and course that will
then if required, to sit the Bridging / Refresh Manager’s Certificate course that will prepare
prepare students for
students to sit the V3 ITIL Diploma examinations.
the V3 Diploma.
ProActive fully endorses V3, as:
our pioneering work with ITIL Infrastructure Management and Applications
Management means that we have been dealing with the lifecyle, as it was at V2, for
it is an important evolutionary step in ITIL.
it allows users to build on the successes of V2 but take IT service management to the
it makes the link between ITIL’s good practice and business benefits both clearer and
the lifecycle approach, as opposed to the process ‘domains’ , reflects how
organisations work in the real world.
We look forward to offering all the new V3 certifications, but in the meantime our priority is
to ensure that organisations who are already implementing ITIL do not lose momentum. As
such, we will continue to provide the right advice and services to best meet our individual
Should you have any questions or require help in the best direction for your staff in terms of
certification, please do not hesitate to contact me or any of the ProActive team. Our free call
phone numbers are 1300 880 855 for Australia, and 0800 11 56 56 for New Zealand.
We look forward to continue working with you to achieve good practice in IT Service
Management, as identified in ITIL V2 AND V3.
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