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ITIL - v3 Qualification Scheme PDF
ITIL - v3 Qualification Scheme PDF
Capabilities modules
SS Service Strategy
SD Service Delivery
ST Service Transition
SO Service Operation
U C I S A
I T I L :
V 3
Q U A L I F I C A T I O N
S C H E M E
The Foundation level course is 16.25 hours of classroom based instruction including examination preparation, with an
Accredited Training Organisation (ATO) or the accredited equivalent via an e-learning provider based on this syllabus,
as part of a formal, approved training course.
Target group
The target group of the ITIL Foundation Certificate in IT Service Management is drawn from:
Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the
quality of IT service management within an organisation
IT professionals who are working within an organisation that has adopted and adapted ITIL and who need to
be informed about ITIL to contribute to ongoing service improvement
U C I S A
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V 3
Q U A L I F I C A T I O N
S C H E M E
Service strategy
Service design
Service transition
Service operation
Each module of the Lifecycle series covers an introduction to the Service Lifecycle, the principles, processes, functions
and activities within that stage of Lifecycle, along with technology and implementation considerations.
Each ITIL Service Lifecycle Stream module is a freestanding qualification, and comprises one of six modules that lead
to the full ITIL Expert Level certification in IT Service Management. The purpose of these modules and the associated
exams is, respectively, to impart, test and validate the knowledge of industry practices in service management and the
Service Lifecycle, as documented in the ITIL Service Management Practices core publications.
Upon successful completion of the education and examination related to this certification, a better understanding of
the content of the ITIL service management practices, which form the core of the ITIL Service Lifecycle, will have been
achieved.
Individuals who require a deeper understanding of the ITIL Service Management Practice elements of the ITIL
Service Lifecycle and how they may be implemented to enhance the quality of IT service management within
an organisation
IT professionals working in roles associated with strategic planning, execution and control within a servicebased business model, seeking a deeper understanding of the functions and processes of the ITIL Service
Lifecycle
Individuals seeking the ITIL Expert Level certification in ITIL Service Management for which these are
prerequisite modules
Individuals seeking progress towards the ITIL Advanced Service Management Professional standing in IT
Service Management for which the ITIL Expert certification is a prerequisite
U C I S A
I T I L :
V 3
Q U A L I F I C A T I O N
S C H E M E
Availability management
Capacity management
Demand management
Risk management
Demand management
Supplier management
Financial management
Change management
Knowledge management
Request fulfilment
Service evaluation
Event management
Incident management
Request fulfilment
Problem management
Access management
Service desk
Technical management
IT operations management
Application management
U C I S A
I T I L :
V 3
Q U A L I F I C A T I O N
S C H E M E
Individuals who require a deeper understanding of the ITIL service management practice elements of the ITIL
Service Lifecycle and how they may be implemented to enhance the quality of IT service management within
an organisation
IT professionals working in roles associated with strategic planning, execution and control within a servicebased business model, seeking a deeper understanding of the functions and processes of the ITIL Service
Lifecycle
Individuals seeking the ITIL Expert level certification in ITIL Service Management for which these are
prerequisite modules
Individuals seeking progress towards the ITIL Advanced Service Management Professional standing in IT
Service Management for which the ITIL Expert certification is a prerequisite
At least 21 hours of classroom based instruction with an Accredited Training Organisation (ATO) or the
accredited equivalent via an e-learning provider based on this syllabus, as part of a formal, approved training
course. In addition, 21 hours of personal study are recommended
Before taking any of the Intermediate Lifecycle courses it is recommended, though not required, that candidates
have exposure to basic concepts in IT and related work experience of at least two years. It is also recommended
that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in
preparation for the examination.
The exam is structured around eight multiple choice, scenario based, gradient scored questions. Each question will
have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is
worth one mark, and one which is a distracter and achieves no marks.
These exams are 90 minutes each. Candidates sitting the examination in a language other than their native language
have a maximum of 120 minutes and are allowed the use of a paper based dictionary.
The pass mark is 70% or 28/40. These are supervised, closed book exams. Examination can be online or paper based
from an ATO, or directly via an Examination Institutes Public Exam Scheme (proof of attendance at an accredited
training course will be required prior to taking the exam). The module credit value towards becoming an ITIL v3 Expert
is three points per Service Lifecycle exam.
At least 21hours of classroom based instruction with an Accredited Training Organisation (ATO) or the
accredited equivalent via an e-learning provider based on this syllabus, as part of a formal, approved training
course in addition, 21 hours of personal study are recommended
Before taking any of the Intermediate Capability courses it is recommended, though not required, that candidates
have exposure to basic concepts in IT and related work experience of at least two years. It is also recommended
that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in
preparation for the examination.
The exam is structured around eight multiple choice, scenario based, gradient scored questions. Each question will
have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is
worth one mark, and one which is a distracter and achieves no marks.
U C I S A
I T I L :
V 3
Q U A L I F I C A T I O N
S C H E M E
These exams are 90 minutes each. Candidates sitting the examination in a language other than their native language
have a maximum of 120 minutes and are allowed the use of a paper based dictionary.
The pass mark is 70% or 28/40. These are supervised, closed book exams. Examinations can be online or paper based
from an ATO, or directly via an Examination Institutes Public Exam Scheme (proof of attendance at an accredited
training course will be required prior to taking the exam). The module credit value towards becoming an ITIL v3 Expert
is four points per Capability Lifecycle exam.
Risk management
Managerial functions
At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation
(ATO) or an accredited e-learning solution for this syllabus, as part of a formal, approved training course/
scheme)
Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridging
certificate (two credits)
Have obtained a minimum of 15 credits through formal Service Lifecycle Stream or Service Capability scheme
qualifications
It is also recommended that students should complete at least 28 hours of personal study by reviewing the
syllabus and the core Lifecycle publications in preparation for the examination
The exam is structured around eight multiple choice, scenario based, gradient scored questions. Each question will
have four possible answer options, one of which is worth five marks, one of which is worth three marks, one which is
worth one mark, and one which is a distracter and achieves no marks.
The exam is 90 minutes. Candidates sitting the examination in a language other than their native language have a
maximum of 120 minutes and are allowed the use of a paper based dictionary.
The pass mark is 70% or 28/40. This is a supervised, closed book exam. Examination can be online or paper based from
an ATO, or directly via an Examination Institutes Public Exam Scheme (proof of attendance at an accredited training
course will be required prior to taking the exam). The module credit value towards becoming an ITIL v3 Expert is five
points.
U C I S A
I T I L :
V 3
Q U A L I F I C A T I O N
S C H E M E
U C I S A
I T I L :
V 3
Q U A L I F I C A T I O N
S C H E M E