Frequently Asked Questions
Service Catalogue FAQs
- What is Service Catalogue?
- What is the format of the Service Catalogue examination?
- What are the pre-requisites for the qualification?
- Where can I train for the Service Catalogue qualification?
- Who should take this qualification?
- What does the syllabus consist of?
- When will Service Catalogue be available?
- What is Service Catalogue?
Service Catalogue is a new qualification, complementary to the ITIL V3 suite. It looks at new ways to control demand, publish and track service pricing and cost, and automate service request management and fulfillment. The service catalogue provides a clear view of what services IT provides and how IT adds value for the money allocated. It provides a method to request or order the services that are published. The Service Catalogue enables good governance in that the key terms, conditions, and controls defined in the Service Catalog are integrated into the service delivery processes of the organization. It enables an organization to better plan, deliver and support services while accurately costing and pricing services.
Studies show that implementing a role-driven, online, searchable catalogue with standardized services can convert costly requests for information, status, how-to and new service calls into zero-cost web-based user self-service. The Service Catalogue looks at common activities such as ordering of PC/desktop, telecommunication, collaboration, and support services, which can produce measurable results and assures consistent service pricing and quality.
Service Catalogue also looks at ways to help reduce cycle time; implementing workflow can reduce the time it takes to fulfill services, saving numerous hours per request. Organizations can thus reallocate precious staff time to more strategic initiatives.
- What is the format of the Service Catalogue examination?
The Service Catalogue examination is in the following format:
- 40 Simple and Complex multiple-choice questions
- 75 minutes duration
- Closed-book
- 26 correct answers out of 40 are required to pass (65%)
- The exam is currently paper-based. An on-line exam will be available in future.
- What are the pre-requisites for the qualification?
To be eligible to take the APMG-International Service Catalogue qualification, candidates should fulfill the following requirements:
- Have attained the ITIL V3 Foundation Certificate, or ITIL V2 Foundation plus ITIL V2 – V3 Foundation Bridge Certificate, (or V3 Manager’s Bridge), and completed an accredited course from an APMG-International Accredited Training Organization.
- Have attended at least 17 hours of instruction (exclusive of breaks, lunches and the exam) with an accredited provider of training or e-learning based on this syllabus, as part of a formal, approved training course.
- It is strongly recommended that candidates have exposure to basic concepts in IT and related work experience of approximately two years. It is also recommended that students complete at least 12 hours of personal study in preparation for the examination, in addition to the 17 contact hours.
- Where can I train for the Service Catalogue qualification?
Training for the Service Catalogue qualification is ONLY available from accredited training organizations (ATOs) who are accredited to offer the qualification by APMG-International. The exams can be taken with your chosen training organisation as part of your training course from now. Contact details for Service Catalogue ATOs are available on-line.
You will need to contact the individual training providers for details of locations, fees and formats. APMG-International does not hold information on the ATOs individual courses but we ensure the training provided by ATOs meet APMG's required standards, in accordance with standard EN45011.
- Who should take this qualification?
The following people should benefit from this qualification:
- Individuals who require a detailed understanding of how to create a Service Catalogue and how it may be implemented to enhance the quality of IT service provision within an organization
- IT professionals working within Service Level or Service Catalogue or about to start a project to create or re-design a Service Catalogue
- Individuals seeking the ITIL Expert in IT Service Management, for which this qualification is one of many modules contributing credits toward this certification
- Upon completion of the training and examination which comprise this certification, successful candidates will have a better understanding of the Service Catalogue, which is a key element of the ITIL Service Lifecycle.
- What does the syllabus consist of?
Each of the subject areas is presented in a similar format, as follows:
- Syllabus area - Related to the five core ITIL books
- The learning outcomes - What you will have to do in order to demonstrate competency in that topic for each level of examination
- Difficulty level - Classification of the difficulty level of each topic against the Learning Outcomes Assessment Model
Learning Objectives
Upon successful completion of the training and examination components related to this certification, candidates can expect to be able to:
- Define and differentiate between the concepts and principles of the Service Catalogue
- Define a service offering, which is to be published in a Service Catalogue
- Describe and explain the usage, benefits and relationships of the different views of the Service Catalogue
- Describe the technology encounters to create, manage, use and maintain the Service Catalogue
- Discuss and explain a project plan approach for the creation of a Service Catalogue
- Explain the major challenges, critical success factors and risks associated with the Service Catalogue
- Describe and explain the key components in the creation of a business case as it relates to a Service Catalogue
- Demonstrate the major relationships and touch points with key processes
- Take and pass the Service Catalogue examination.
For a copy of the syllabus please contact servicedesk@apmg-uk.com.
- When will Service Catalogue be available?
Service Catalogue is available now through APMG-International accredited training organizations.
