ITIL Certification Scheme

THE CREDIT SYSTEM:

V3 certification is based on credit system that provides the flexibility to opt for an intermediate level module, allowing one to select a course based on his/her expertise and interest in pursuit of ITIL Expert level of certification, thus accumulating the credits required for the next level.

Each V3 certification is allocated a credit value. One needs to accumulate atleast 22 credits across various levels to gain ITIL V3 Expert certification. After achieving the V3 Expert certification, one can pursue the ITIL Master certification (currently under development).

LEVELS OF CERTIFICATION IN V3:

Foundation: Foundation certification is the entrance level of ITIL V3. It is a mandatory level for all higher level of certifications. It provides a general awareness of the Service Lifecycle and its key elements. It focuses on the overall linkages between the stages in the Lifecycle, the processes used and their contribution to Service Management practices.

No pre-requisites. One can take the certification exam without taking training from an accredited training organization.

Intermediate: It provides a deep level understanding of V3 processes and roles. It focuses on the Lifecycle, the use of process and practice the elements used within it besides the management capabilities needed to deliver quality Service Management practices in any organization. Intermediate level consists of 5 Lifecycle Modules and 4 Capability Modules.

Foundation certification (2 credits) is the pre-requisite for attending the training from an accredited training organization. The training is a mandatory requirement for taking the certification exam.

Managing Across Lifecycle: It completes the Lifecycle and Capability streams. It focuses on the ancillary knowledge required to implement and manage the necessary skills associated with the use of the Lifecycle practices. This certification is mandatory for reaching the ITIL Expert level (ITIL V1 or V2 Service Managers are exempted).

Accumulating atleast 15 credits from Intermediate level (Lifecycle and/or Capability modules) is a pre-requisite. The training is a mandatory requirement for taking the certification exam.

ITIL Expert: One needs to accumulate atleast 22 credits across various levels to gain ITIL V3 Expert certification. There is no separate exam for this level.

ITIL Master: ITIL Master Certification is currently under development and the exact course structure, syllabus and pre-requisites are yet to be finalized.

UPGRADING YOURSELF TO ITIL V3:

The existing ITIL certifications have been duly recognized in the ITIL V3 Qualifications scheme. The credits awarded are:

S.No.	Certification	Credits
1.	ITIL V2 Foundation	1.5
2.	ITIL V2 Practitioner Clusters	3.5
3.	ITIL V2 Practitioner individual	2.0
4.	ITIL V1/V2 Service Manager	17.0

 Following certificate holders can:

• ITIL V2 Foundation Certificate: Upgrade to ITIL V3 Foundation by clearing the ITIL V3 Foundation Bridge examination (follow the route of Blue and then Black Lines for ITIL Expert level certification).
• ITIL V2 Practitioner Certificate: Can use their existing credits to take the ITIL V3 Managers Bridge examination (need 12 credits and can take the Green Line for ITIL Expert level certification. Also, one can even take other ITIL V2 Practitioner certifications to accumulate the required 12 credits. In case if the total credit value is less than 12, then one needs to take ITIL V3 Foundation Bridge examination and then accumulate the remaining credits by taking various ITIL V3 intermediate level certifications.ITIL V1/V2 Service Managers: Can take the ITIL V3 Managers Bridge examination (following the Red Line) for ITIL Expert level certification. They are exempted from taking “Managing Across Lifecycle” exam.

Should A Problem Ticket Be Created For Every Incident?

I have come across this question quite often. There is a section of people who believe that a problem ticket should be created for every incident. There is another section of people who believe that a problem ticket should be created for every major incident.

As per the ITIL best practice, whenever an incident is recorded, even if it is a major incident, it has to be matched with the known error database (KEDB). In case the incident has a match in KEDB then a problem ticket should not be created. The reason for this is that - a similar incident has already been resolved, its resolution is available and no further investigation is required. This incident would be tagged to the matched known error thereby also increaing the incident count against that known error. This data can be further used by the problem management team for Proactive Problem Management.

On the other hand, if there is no match in KEDB for a incident, then a corresponding problem ticket should be created. As the goal of incident management is to resolve the incident as quickly as possible, so incident management team can work towards resolving the same. Any resolution provided by incident management team for such an incident should be updated against its problem record. This is meant to get the resolution evaluated by the problem management team, who will add it to KEDB in case the resolution is correct, or else will provide a correct workaround or resolution.

What Is a Process?

A Process can be defined as a connected series of actions, activities, changes, etc. performed by agents with the intent of satisfying a purpose or achieving a goal. In other words process is a structured set of activities designed to accomplish a specific objective. It takes one or more defined inputs and turns them into defined outputs. It may include any of the roles, responsibilities, tools, and management controls required to reliably deliver the outputs. Also, it may define policies, standards, guidelines, activities, and work instructions, if necessary.

Is Process Dependent On Tool?

Another misconception that I have often come across is that there are certain group of individuals who believe that process is dependent on tools.

Lets assume that this belief is correct, and take an example of process of going to office from our home. The tool that is being used for this process is a car. Thus, if this belief is correct, it would mean that the process (going to office) is dependent on the tool (car). This would signify that a person cannot take any other mode of transport to go to his office, which is not the case. Hence our assumption is wrong.

We should remember that Tool is dependent on the process and not vice-a-versa. Tool is just an enabler of a process. Multiple tools can be available in the market which can help in process implementation or its automation. It depends on the organizational requirements or preferences that decides the tool that has to be used.