ITSM Qualification Schemes


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This presentation is focused on ITSM qualifications and certification schemes.
Shows the difference between Certifications for Organizations (ISO 20000 Certification schemes) and Certifications for Professionals (ISO 20000 Qualifications, ITIL Version 3 Qualifications).

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  • It describes an integrated set of management processes for the effective delivery of services to the business and its customers
  • Demand for this certification is without question increasing rapidly, a trend which is likely to continue. To support this, EXIN has already made the Foundation Level examination available at Prometric and Pearson Vue. Although using core principles of other major frameworks, these qualifications are based on an international independent quality standard. They seem set to go from strength to strength.
  • Planning, Protection & Optimisation Service Offerings & Agreements Release Control & Validation Operational Support & Analysis
  • ITSM Qualification Schemes

    1. 1. IT SERVICE MANAGEMENT Qualification Schemes
    2. 2. Contents <ul><li>Certifications for Organizations </li></ul><ul><ul><li>ISO 20000 Certification schemes </li></ul></ul><ul><li>Certifications for Professionals </li></ul><ul><ul><li>ISO 20000 Qualifications </li></ul></ul><ul><ul><li>ITIL Version 3 Qualifications </li></ul></ul>
    3. 3. Certifications for Organizations ISO 20000 certification scheme
    4. 4. ISO 20000 – The standard <ul><li>ISO/IEC 20000 </li></ul><ul><ul><li>the first worldwide standard specifically aimed at IT Service Management </li></ul></ul><ul><ul><li>seen as the quality standard for IT Service Management </li></ul></ul><ul><ul><li>certifies the quality management system and processes SUPPORTING the products or services provided, it does NOT certify the products or services themselves. </li></ul></ul><ul><ul><li>it SMF created, and now manages the ISO/IEC 20000 IT Service Management Certification Scheme </li></ul></ul>
    5. 5. ISO 20000 – Certificate for organizations <ul><li>Any organization is able to claim compliance with the ISO/IEC 20000 standard </li></ul><ul><li>It is more valuable for such claims to be independently verified as part of a formal certification scheme. </li></ul><ul><li>ISO 20000 certified organization </li></ul><ul><ul><li>must comply with the standard </li></ul></ul><ul><ul><li>must be assessed by Registered Certification Body (RCB) </li></ul></ul><ul><li>RCB – organization registered by it SMF and granted permission to operate under the it SMF </li></ul>
    6. 6. ITSM hierarchy
    7. 7. Certifications for Professionals ISO 20000 Qualifications
    8. 8. ISO 20000 Certification <ul><li>Individual certification is organized as a fully comprehensive and integrated program. </li></ul><ul><li>'IT Service Management according to ISO/IEC 20000', or short 'ISO 20000 Certification‘ </li></ul><ul><li>Modular scheme, comprises of four levels </li></ul><ul><ul><li>Foundation Level </li></ul></ul><ul><ul><li>Professional Level </li></ul></ul><ul><ul><li>Management Track </li></ul></ul><ul><ul><li>Auditing Track </li></ul></ul>
    9. 9. ISO 20000 Certification scheme
    10. 10. ISO 20000 Foundation level <ul><li>To 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. </li></ul><ul><li>3 day course </li></ul><ul><li>1 hour Multiple Choice Exam </li></ul><ul><li>EXIN Service Quality Management Foundation Certificate </li></ul><ul><li>Pre – requisite </li></ul><ul><ul><li>experience of IT Service Management </li></ul></ul>
    11. 11. ISO 20000 Professional level <ul><li>The target group for this qualification includes those personnel who are involved in a practical way in ITSM processes </li></ul><ul><li>Course from an EXIN Accredited Training Provider </li></ul><ul><li>Practical assignments </li></ul><ul><li>Professional Certificate XXX </li></ul><ul><li>Pre – requisite </li></ul><ul><ul><li>Foundation Certificate in IT Service Management </li></ul></ul>
    12. 12. ISO 20000 for Consultants <ul><li>To 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. </li></ul><ul><li>3 day course </li></ul><ul><li>1 hour Multiple Choice Exam </li></ul><ul><li>1-hour in-course assignment </li></ul><ul><li>it SMF ISO20000 Consultant Certificate </li></ul><ul><li>Pre – requisite </li></ul><ul><ul><li>5 years of relevant IT experience or </li></ul></ul><ul><ul><li>3 years Service Management experience </li></ul></ul><ul><ul><li>minimum, EXIN Foundation Certificate in ITSM </li></ul></ul>
    13. 13. ISO 20000 for Auditors <ul><li>To certify that the candidate is competent for conducting either internal ISO20000 audits or external certification audits for accredited Registered Certification Bodies </li></ul><ul><li>2 day course </li></ul><ul><li>1 hour Multiple Choice Exam </li></ul><ul><li>it SMF ISO20000 Auditor Certificate </li></ul><ul><li>Pre – requisite </li></ul><ul><ul><li>at least 3 years general IT auditing experience </li></ul></ul><ul><ul><li>must be either a certified ISO9000, ISO27001 or TickIT auditor, or an internal auditor </li></ul></ul>
    14. 14. Certifications for Professionals ITIL v3 Qualifications
    15. 15. ITIL v3 Qualifications <ul><li>Points Based System </li></ul><ul><li>Four levels: </li></ul><ul><ul><li>Foundation (2 points) </li></ul></ul><ul><ul><li>Intermediate </li></ul></ul><ul><ul><ul><li>Lifecycle (3 points) </li></ul></ul></ul><ul><ul><ul><li>Capability (4 points) </li></ul></ul></ul><ul><ul><li>Diploma </li></ul></ul><ul><ul><li>Advanced Diploma </li></ul></ul><ul><li>Bridging from Version 2 – 3 Available </li></ul>
    16. 16. ITIL v3 Qualification Scheme ITIL Foundation for Service Management Managing through the Lifecycle ITIL Diploma Advanced SM Professional PP & O Service Capability Modules OS & A RC & V SO & A
    17. 17. ITIL v3 Foundation Qualification (2 points) <ul><li>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 . </li></ul><ul><li>Simple Multiple Choice Exam </li></ul><ul><li>Only One Correct Answer </li></ul><ul><li>Closed Book </li></ul><ul><li>60 Minute Duration / 75 min non-native </li></ul><ul><li>40 Questions </li></ul><ul><li>26 Correct Answers Required to Pass </li></ul><ul><li>16.25 Hours Of Study </li></ul>
    18. 18. Intermediate Level <ul><li>Inherits the former practitioners course. It is divided in two modular streams: </li></ul><ul><li>Lifecycle Modules – for people who need understanding of Service Lifecycle concept and its stages </li></ul><ul><li>Capability Modules – oriented towards process/functions/roles type of IT Professionals </li></ul>
    19. 19. ITIL v3 Lifecycle Qualifications (3 points) <ul><li>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. </li></ul><ul><li>Complex Multiple Choice Exam </li></ul><ul><li>Gradient Scoring </li></ul><ul><li>Closed Book </li></ul><ul><li>90 Minute Duration / 120min. </li></ul><ul><li>65% Required to Pass / 75% For Distinction </li></ul><ul><li>21 Hours Of Study (21 Personal Study) </li></ul>
    20. 20. ITIL v3 Capability Qualifications (4 points) <ul><li>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. </li></ul><ul><li>Complex Multiple Choice Exam </li></ul><ul><li>Gradient Scoring </li></ul><ul><li>Closed Book </li></ul><ul><li>90 Minute Duration / 120min. </li></ul><ul><li>65% Required to Pass / 75% For Distinction </li></ul><ul><li>30 Hours Of Study (16 Personal Study) </li></ul>
    21. 21. Managing Across The Lifecycle (5 points) <ul><li>Focusing on the ancillary knowledge required to implement and manage the necessary skills associated with the use of the Lifecycle practices. </li></ul><ul><li>Complex Multiple Choice Exam </li></ul><ul><li>Gradient Scoring </li></ul><ul><li>Closed Book </li></ul><ul><li>90 Minute Duration / 120min </li></ul><ul><li>40 Questions </li></ul><ul><li>65% Required to Pass / 75% For Distinction </li></ul><ul><li>30 Hours Of Study (28 Personal Study) </li></ul>
    22. 22. ITIL v3 Expert Certification <ul><li>By accumulating a minimum of 22 credits in the previous modules, one is entitled to this certificate. </li></ul><ul><ul><li>2 credits from Foundation </li></ul></ul><ul><ul><li>5 from mandatory Managing Across the Lifecycle. </li></ul></ul><ul><ul><li>15 can be collected from Lifecycle and Capability modules credits . </li></ul></ul><ul><li>Balanced approach, which boils down to minimum two modules from each stream. </li></ul><ul><li>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. </li></ul>
    23. 23. ITIL v3 Advanced SM Professional Under Development
    24. 24. Qualification and Certification Pyramid
    25. 25. Current situation <ul><li>ITIL v2 certifications - available </li></ul><ul><li>ITIL v2 to v3 Foundation bridge – available </li></ul><ul><li>ITIL v2 Manager to ITIL v3 Expert bridge – available   </li></ul><ul><li>ITIL v3 Foundation – available </li></ul><ul><li>ITIL v3 Intermediate level - October 2008 – January 2009 </li></ul>
    26. 26. ITIL Foundation v3 certification process in Macedonia <ul><li>June 2008 in Skopje </li></ul><ul><li>Organized by: </li></ul><ul><ul><li>IFC (International Finance Corporation) – International Standards and Technical Regulations Program; and </li></ul></ul><ul><ul><li>itSMF Macedonia </li></ul></ul><ul><li>First group in the Balkans being trained by Accredited Training Organization </li></ul><ul><li>Certification by Licensed Examination Institute </li></ul><ul><li>20 itSMF members got ITIL v3 Foundation certificates </li></ul>
    27. 27. itSMF Macedonia <ul><li>Interested parties for more information on ITIL certification can contact us: [email_address] </li></ul><ul><li>Plan for Public register of ITIL certified professionals in Macedonia on the </li></ul>
    28. 28. <ul><li>THANK YOU! </li></ul>
    29. 29. <ul><li>Reference </li></ul><ul><ul><li> </li></ul></ul><ul><ul><li> </li></ul></ul><ul><ul><li> </li></ul></ul><ul><ul><li> </li></ul></ul><ul><ul><li> </li></ul></ul><ul><ul><li> </li></ul></ul><ul><li>Ana Meskovska </li></ul><ul><li>Quality and Information Security Manager </li></ul><ul><li>Trajkovski & Partners Consulting </li></ul><ul><li>e-mail: [email_address] </li></ul>