APMG-UK

ITIL® - IT Service Management

ITIL® is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organisations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme.

ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL has been developed in recognition of organisations' growing dependency on IT and embodies best practices for IT Service Management.

ITIL Training Courses - To book an ITIL training course and exam, contact any of APMG-International's Accredited Training Organisations.

Qualifications

These are the levels within the ITIL scheme:

Foundation

The purpose of the ITIL Foundation certificate in IT Service Management is to certify that you have gained knowledge of the ITIL terminology, structure and basic concepts and have comprehended the core principles of ITIL practices for Service Management.

After completing the ITIL foundation course and exam, you will have gained knowledge and understanding in the following areas:

Service management as a practice
The ITIL service lifecycle
Generic concepts and definitions
Key principles and models
Selected processes
Selected functions
Selected roles
Technology and architecture
Competence and training

The Exam format is as follows:

Multiple choice
40 questions per paper
26 marks required to pass (out of 40 available) - 65%
60 minutes duration
Closed book.

Intermediate Level

ITIL Intermediate level has a modular structure with each module holding a different focus. You can take as few or as many Intermediate qualifications as you require, and to suit your needs. The Intermediate modules go into more detail than the Foundation level, and is an industry-recognised qualification.

All higher level ITIL examinations require a candidate to complete mandatory accredited training before being able to take the examination.

There are two streams in the Intermediate level, the Service Lifecycle Stream and the Service Capability Stream, download the pdfs below for further information:

Service Lifecycle Stream	Service Capability Stream
Service Strategy (SS)	Operational Support and Analysis (OS&A)
Service Design (SD)	Service Offerings and Agreements (SOA)
Service Transition (ST)	Release, Control and Validation (RC&V)
Service Operation (SO)	Planning, Protection and Optimization (PP&O)
Continual Service Improvement (CSI)

The Service Lifecycle Stream includes 5 individual certificates built around the five core OGC (now Cabinet Office) titles. The Service Intermediate Capability Stream includes 4 individual certificates focussing on detailed process implementation and management within cluster groupings.

Managing Across the Lifecycle (MALC)

In order to achieve ITIL Expert certification, you must successfully complete the Managing Across the Lifecycle capstone course, and have accumulated sufficient credits across a balanced selection of ITIL subject areas.

MALC 2011

Multiple choice
10 questions per paper
35 marks required to pass (out of 50 available) - 70%
120 minutes duration
Closed book.

MALC 2007

Multiple choice
8 questions per paper
28 marks required to pass (out of 40 available) - 70%
90 minutes duration
Closed book.

ITIL Expert

To achieve the ITIL Expert in IT Service Management, you must successfully complete, in addition to the Foundation Level, a number of intermediate units and the Managing Across the Lifecycle (MALC) capstone course. This course brings together the full essence of a Lifecycle approach to service management, and consolidates the knowledge gained across the qualification scheme.

Find out more about achieving the ITIL Expert.

ITIL Master

This level of the qualification will assess your ability to apply and analyze the ITIL concepts in new areas.

Find out more about achieving the ITIL Master.

For latest developments in ITIL, visit the ITIL Official Site.

In this section

	ITIL - IT Service Management
	Accredited Training Providers
	Re-Registration
	Public Exams
	Successful Candidate Register
	Frequently Asked Questions

Why ITIL?

"ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business."*

For further information on the ITIL Service Management approach and its benefits, see ITIL: The Basics White Paper.

For further information on the Benefits of ITIL, see Executive Briefing: ITIL Benefits.

Read our ITIL blog posts for the latest news and commentary on ITIL.

*ITIL Official Site, ITIL® is a registered trade mark of the Cabinet Office.