The document discusses various IT service management certification schemes, including: 1. ISO 20000 certification for organizations to certify their quality management system and processes supporting IT services. It involves an assessment by an independent certification body. 2. ISO 20000 qualifications for individuals including foundation, professional, management, and auditing levels to certify understanding and competence in ISO 20000. 3. ITIL version 3 qualifications using a points-based system with levels for foundation, intermediate lifecycle, capability, and expert certifications. The qualifications focus on different aspects of IT service lifecycle and management.

1. IT SERVICE MANAGEMENT Qualification Schemes

2. Contents Certifications for Organizations ISO 20000 Certification schemes Certifications for Professionals ISO 20000 Qualifications ITIL Version 3 Qualifications

3. Certifications for Organizations ISO 20000 certification scheme

4. ISO 20000 – The standard ISO/IEC 20000 the first worldwide standard specifically aimed at IT Service Management seen as the quality standard for IT Service Management certifies the quality management system and processes SUPPORTING the products or services provided, it does NOT certify the products or services themselves. it SMF created, and now manages the ISO/IEC 20000 IT Service Management Certification Scheme

5. ISO 20000 – Certificate for organizations Any 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 must comply with the standard must be assessed by Registered Certification Body (RCB) RCB – organization registered by it SMF and granted permission to operate under the it SMF

6. ITSM hierarchy

7. Certifications for Professionals ISO 20000 Qualifications

8. ISO 20000 Certification Individual 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

9. ISO 20000 Certification scheme

10. ISO 20000 Foundation level 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. 3 day course 1 hour Multiple Choice Exam EXIN Service Quality Management Foundation Certificate Pre – requisite experience of IT Service Management

11. ISO 20000 Professional level The 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 Foundation Certificate in IT Service Management

12. ISO 20000 for Consultants 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. 3 day course 1 hour Multiple Choice Exam 1-hour in-course assignment it SMF ISO20000 Consultant Certificate Pre – requisite 5 years of relevant IT experience or 3 years Service Management experience minimum, EXIN Foundation Certificate in ITSM

13. ISO 20000 for Auditors To 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 it SMF ISO20000 Auditor Certificate Pre – requisite at least 3 years general IT auditing experience must be either a certified ISO9000, ISO27001 or TickIT auditor, or an internal auditor

14. Certifications for Professionals ITIL v3 Qualifications

15. ITIL v3 Qualifications Points Based System Four levels: Foundation (2 points) Intermediate Lifecycle (3 points) Capability (4 points) Diploma Advanced Diploma Bridging from Version 2 – 3 Available

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. ITIL v3 Foundation Qualification (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

18. Intermediate Level Inherits the former practitioners course. It is divided in two modular streams: Lifecycle Modules – for people who need understanding of Service Lifecycle concept and its stages Capability Modules – oriented towards process/functions/roles type of IT Professionals

19. ITIL v3 Lifecycle Qualifications (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)

20. ITIL v3 Capability Qualifications (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)

21. Managing Across The Lifecycle (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)

22. ITIL v3 Expert Certification By accumulating a minimum of 22 credits in the previous modules, one is entitled to this certificate. 2 credits from Foundation 5 from mandatory Managing Across the Lifecycle. 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.

23. ITIL v3 Advanced SM Professional Under Development

24. Qualification and Certification Pyramid

25. 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

26. ITIL Foundation v3 certification process in Macedonia June 2008 in Skopje Organized by: IFC (International Finance Corporation) – International Standards and Technical Regulations Program; and 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

27. itSMF Macedonia Interested parties for more information on ITIL certification can contact us: [email_address] Plan for Public register of ITIL certified professionals in Macedonia on the www.itsmf.org.mk

28. THANK YOU!

29. 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 Meskovska Quality and Information Security Manager Trajkovski & Partners Consulting e-mail: [email_address]