Summary
IT Service Management is a continual process. This certificate concentrates on the management side of ITIL®, from the perspective of planning, implementation, strategic change and risk management. Participants consider IT Service Management over the long term.
Target group
A certificate for CIOs, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Operation practitioners. You are involved with monitoring the ITIL® Lifecycle and improving IT Service Management in your organization
Context
The certificate is compulsory for anyone wishing to obtain the ITIL® Expert certificate. ITIL® Expert is an initial requirement for becoming an ITIL® Master in IT Service Management.
e-Competence Framework (e-CF)
The mapping of this certificate against the e-Competence Framework.
| level | ||||||
|---|---|---|---|---|---|---|
| e-CF Area | e-Competence | e-1 | e-2 | e-3 | e-4 | e-5 |
| PLAN | A.1. IS and Business Strategy Alignment | |||||
| A.2. Service Level Management | ||||||
| A.7. Technology Trend Monitoring | ||||||
| Enable | D.4. Purchasing | |||||
| D.8. Contract Management | ||||||
| D.9. Personal Development | ||||||
| D.10. Information and Knowledge Management | ||||||
| D.11. Needs Identification | ||||||
| Manage | E.2. Project and Portfolio Management | |||||
| E.3. Risk Management | ||||||
| E.4. Relationship Management | ||||||
| E.5. Process Improvement | ||||||
| E.7. Business Change Management | E.9. IS Governance | |||||
Legend for coverage:
| General - The competence is covered at the level indicated | |
| Partial - The competence is covered to some extent | |
| Superficial - Relevant knowledge is covered to some extent | |
| The competence level is available in the framework | |
| The competence level is not available in the framework |
Prerequisites
- The ITIL® Foundation certificate in IT Service Management*
- An accredited training by an accredited training provider
- Obtained at least 15 credits with ITIL® Service Lifecycle or Service Capability qualifications
*Or the Foundation certificate in IT Service Management (based on ITIL®) (version 2) in combination with the ITIL® Foundation bridge certificate.
Exam content
Candidates are tested on 8 topics:
- Key concepts of the service lifecycle
- Communication and stakeholder management
- Integrating service management processes across the service lifecycle
- Managing services across the service lifecycle
- Governance and organization
- Measurement
- Implementing and improving service management capability
Exam Details
- Number of questions: 10
- Pass mark: 70%
- Open book: No
- Electronic equipment allowed: No
