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1.How do I explain IT Service Initiated Change?
2.Is Project Management really needed for ITIL.
3.Tell me about the ITIL Exam marks
4.Is there a big difference between Exin and APMG exams?
5.What is the role of APMG?
6.ITIL in Moscow, Russia
1. How do I explain IT Service Initiated Change?
In the Service Transition text there is a short story that is meant to help me understand how Change Managent can add value to an organization by suggesting new or modified services. However, it seems that the examples are more like strategic changes that are proposed.
How does that work?
ANSWER: By knowing that they have an ability to deal with new services, modifications to services, etc. the IT department is confident in suggesting new initiatives. A less confident service provider would now make any suggestions as they would be aware of their inability to carry things through.
It may well me that the suggestion does in fact lead to a redefinition of Service Strategy, but the idea germinated as part of the Service Transition phase of the Lifecycle (Change Management).
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2. Is Project Management really needed for ITIL.
A: In order to ensure ITIL processes are implemented correctly and function efficiently Project Management is essential. For example, Project Management is a necessity throughout Service Transition in ensuring correct resources are available and efficiently coordinated to deliver accurate and error free changes into the operational environment
Q: So why would there not be a definite focus on Project Management within the ITIL lifecycle books?
A: Well there are some explanations and recommendations for employing Project Management throughout the ITIL books, however the ITIL books advise readers to adapt a project methodology such as Prince 2 and do not expand on it much further. The ITIL frameworks consider Prince 2 to be a Complementary Guidance to the framework. What is Complimentary Guidance? Complimentary Guidance is standards, frameworks, and methodologies considered to enhance the ITIL framework and make it even more effective. Some more examples of recommended complimentary guidance is Six Sigma, CobiT, and ISO 20000
Q: So why doesn’t ITIL just include these complimentary guidance standards, frameworks, and methodologies into the ITIL framework. Surely this would be more practical?
A: Not really, you see ITIL’s focus is purely on processes and functions (in a nut shell) which ensure Services delivered to the business meet both their utility and warranty requirements. Due to the ITIL framework focusing purely on processes and functions, any focus on other areas such as Project Management will start to get outside the scope of the ITIL framework. Project Management is regarded as a separate profession or skill. ITIL points out the key areas this skill should be adopted. It then makes recommendation for the Prince 2 methodology so readers can pursue it as an additional skill. Remember ITIL is a single tool for professional Service Managers to add to their Service Management tool belts. The other complimentary guidance standards, frameworks, and methodologies are also additional tools. All these tools will need to be used at specific times and in specific situations
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3. Tell me about the ITIL Exam marks
The new ITIL v3 exams are split into two broad categories.
The FOUNDATION - where there is just one exam and a pass mark of 26 out of 40 (or 65%). 40 questions, only one correct answer per question - to be answered in 60 minutes. Passing this exam is a pre-requisite for taking any further exams in the intermediate layer.
The INTERMEDIATE layer has 10 exams. 5 Service Lifecycle, 4 Service Capability and 1 Managing Across the Lifecycle.
Each of these 10 exams will be complex multiple choice, with 8 questions to be answered in 90 minutes. The pass mark for each is to be 28 marks from a possible 40 marks (70%). Each question will have 4 choices. The correct answer earns 5 marks, next most correct earns 3 marks and the least correct answer is worth 1 mark. There will be an incorrect answer worth 0 marks in each of the four choices.
So to pass these exams you ideally need to get as many fully correct answers as possible (even getting 8 partially correct answers (e.g. 8 questions * 3 marks each) is not enough to pass, as that only earns you 24 marks).
The questions will all be scenario based and a lot of the 90 minutes will be taken up with reading the scenario then trying to work out what is deemed as "most correct" for the question posed.
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4. Is there a big difference between Exin and APMG exams?
Great question... and the simple answer is Yes and No !
Exin are offering ITIL v3 Exams and these are EXACTLY the same exas as offered by APM Group. Exin's access to v3 Exams (like ISEB) is via APMG.
When it comes to ITIL v2, then Exin, ISEB and APMG all have their own variants of exams... but they are all based on the same version of ITIL - so theoretically they are all similar.
APMG's exams tend to be more detailed in the level of theory recall an individual should have, whereas ISEB and Exins exams are more open and tend to give you the opportunity to demonstrate your IT Service Management experience.
All exams have the same time frames and required pass marks.
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5. What is the role of APMG?
Prior to July 2006 the qualification scheme was managed as a tri-party arrangement between Exin, ISEB and the Office of Government Commerce (OGC). However, following a tendering process the OGC awarded the sole management of the accreditation scheme to APMG. Now ISEB, Exin, Loyalist and other companies now talk to APMG if they wish to be involved in the ITIL qualification scheme.
APMG have a track record in managing qualification schemes, as they are the only accreditation for Prince2 – a Project Management methodology also owned by the OGC.
The role of APMG is to now control the creation of the course syllabi for ITIL v3, as well as manage the development of all exam questions.
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6. ITIL in Moscow, Russia
A series of questions and answers relating to ITIL v3 in Russia along with views and opinions.
1. Could you describe the main differences between the second and the third ITIL versions?
There is a lot of information that details the difference between ITIL v2 and ITIL v3. To put it in its simplest terms. The focus on ITIL v2 was for Information Technology and Business Alignment. In ITIL v3 the focus is on IT and Business Integration.
Many people may say that they are the same thing, but there is a fundamental difference in the two. Under v3 it is recognized that IT services are the most important consideration for business customers, rather than good processes. So in ITIL v3 we see the introduction of the Service Lifecycle as a commonsense way of looking at the way a service is first conceptualized, designed, developed, supported and improved over its lifecycle.
These steps represent the 5 core volumes of ITIL v3; Service Lifecycle, Service Design, Service Transition, Service Operation and Continual Service Improvement.
2. How have you estimate the level of IT specialists competent in Russia?
I travel to many countries across the world talking to IT professionals and teaching them at all levels about the ITIL framework. I have not been surprised at the level of maturity that I have found within the professional IT community in Russia. What is refreshing is to see the level of support that ITIL has in Russia. It is an excellent sign that IT managers across the country recognize the value of the ITIL Framework.
These same managers are seeking out professional level training and I am pleased to be associated with 5-55 as they deliver world class training to the IT community across the country.
3. What do you think about new ITIL examination structure? It will be more complicated for passing, will not it?
There is no doubt that the introduction of the Service Lifecycle has added a new dimension to the Foundation exam. I believe that while the Foundation exam may be considered harder than it was under v2, it really is a requirement that as an industry we lift our learning and qualification to this new level.
The interesting news about all the ITIL v3 exams, is that I am advised they will all be multiple choice. However, it would be a mistake to think that this makes an exam easier. The more advanced exams will be complex multiple choice, involving short scenarios and a requirement for the candidate to analyze the scenario and make the right selection.
4. What information do you have about the practitioner’s level of examination by ITIL 3? When these exams will be put on the market by APMG?
Under ITIL v3 we have just been advised by the APM Group of a timetable for the new level exams.
Exams will be available to the general public according to the following dates:
October 1, 2008
Service Lifecycle Modules:
- Service Transition
- Service Operation
Service Capability Modules:
- Service Offerings & Agreement
- Operational Support & Analysis
- Release, Control & Validation
January 1, 2009
Service Lifecycle Modules:
- Service Strategy
- Service Design
- Continual Service Improvement
- Managing Across the Lifecycle
Service Capability Modules:
- Planning, Protection & Optimization
IT professionals can qualify as ITIL Experts by earning sufficient credits across all these exams. A pass in each exam is worth a set number of credits. People need to talk directly to 5-55 about their qualification path and it is important to point out that upgrade paths are available for those that have passed certain exams in earlier versions of ITIL v2.
5. What do you think about the cooperation between 5-55 and Quintica? What kind of benefits for our clients do you see in our cooperation?
A partnership has to benefit both organizations and already the signs are positive for 5-55 and Quintica. 5-55 will have access to professionally prepared courses and bonus material that is designed to increase the chances of candidates passing exams. Quintica gains another strong partner in our ever increasing network – which now includes Germany, Taiwan, South Africa, South Korea, USA, Australia, Malaysia, Italy and other countries.
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