Still questions on ITIL v3 certification

I am still getting questions about the ITIL v3 certification scheme. Here is the latest set of questions I got and the associated answers.

1. I would like to find out if the Manager’s is a certificate or the Diploma?
If there is any Diploma in this ITIL course let me know which one.

2. I have also learnt about the ITIL Expert, please elaborate what it is all about.


ITIL Managers, Diploma and Expert are all synonymous with the highest level qualification in ITIL.

The ITIL version 2 top level qualification is (and was always) referred to as “ITIL Managers”.

When ITIL v3 was published there was a lot of planning done by the APM Group regarding the new certification structure. Foundation level still remains as the entry level and pre-requisite for more training, then comes the Service Lifecycle and Service Capability programs, finally the top level examinable qualification (Managing Across the Lifecycle).

The plan was that if you were successful at all the examinable courses and once you had passed sufficient exams, you would automatically qualify for the ITIL DIPLOMA in IT SERVICE MANAGEMENT.

However, after a few months the DIPLOMA name was dropped and it is now referred to as “ITIL EXPERT”.
Remembering there is no exam to be receive the ITIL Expert certification, you have to qualify for it.


3. There was also what is called Practitioner Exam and Manager’s Exams. Does Practitioner’s exam still exist?

The ITIL v2 Managers exams and ITIL v2 Practitioner exams still exist and are likely to until APM Group decide that they are to be withdrawn. At this stage there are no plans to withdraw these exams until at least the end of 2008.

In ITIL v3 the Practitioner exams level is effectively replaced by four Service Capability courses and five Service Lifecycle courses.


4. I have also learnt of the Managers Exam V3 Bridge. In other words, are Managers V3 Exams available or not?

If you are ITIL v2 Managers certified or you have sufficient credit points earned from ITIL v2 Practitioner courses, then you can in fact take the ITIL v2 Managers Bridge course and exam. At the time of writing the exam is only available to Accredited Training Organizations, but it is expected the exams will be publicly available in the next few months.

The v3 Multiple Choice approach

APMG have recently published draft syllabi for all the Service Capabilty and Service Lifecycle programs, along with details regarding the Managing across the Lifecycle capping course.

It is clear from the syllabi that ALL exams for ITIL v3 will be multiple choice.

It raises the question of why depart from the traditional model of multiple choice for the entry (Foundation) and intermediate (practitioner) levels and the challenge of the written response for the advanced (managers) level.

Multiple choice questions support the Blooms Taxonomy that is at the heart of how APMG are pitching the different levels of qualification for ITIL v3. Perhaps this is the reason for going to multi-choice.. OR ... perhaps in an attempt to make all levels of certification more appealing to the mass IT community it is a clever move.

There is no doubt that the ITSM community shudders at the thought of the current exam style ITIL v2 Managers exams. The exam is hard, the marking is hard and the failure rate is high.

On the flip side, the ability to earn points from the markers is there, provided you can demonstrate an understanding, at an advanced level of the theory and its application.

The move to multiple choice really negates the ability of the exam taker to "show their style" as a manager. Now, it is a case of learning the theory in order to give yourself the best chance of passing.

APMG have not helped the industry in the way the new course syllabus support the theory buff. Why not have an element of in course assessment that training organizations can use to ensure that if someone is going to earn the top level certification, that they can in fact communicate effectively? (a must for any Service Managment professional worth their salt).

What is in a name change?

The IT Service Management Diploma has been replaced by the "ITIL Expert" as part of the lauch of the new v3 qualification scheme.

The paper outlining the program (authored by Sharon Taylor) included a warning to indicate that the name ITIL Expert could in fact change if something better came along.

I don't think I can recall such turmoil surrounding an education program and it raises obvious questions; the biggest one being why?. Well if we ignore the name change and look at the other major factor regarding ITIL qualifications; that of the exams.

All exams are going to be multiple choice. Is this a blatant money grab or an attempt to truly create a path for those with a genuine interest in furthering education standards?

It seems hard to be able to say that a multiple choice exam replacing the traditional essay style approach that was created by Exin and ISEB allows true expression of professionalism. However, the saving grace is that in order to take the advanced exams there is a requirement to be able to demonstrate attending an accredited course.

Perhaps the biggest news is that it is not a requirement to attend a traditional classroom course, but that self study is very much allowed.