ITIL Certification can be quite confusing. What is the difference between ITIL V3 and ITIL 2011? Which course can I take? How do I sit the exam? This presentation gives clarity on the framework and associated certification. For more information, please contact The Art of Service or check out our website: http://theartofservice.com

4. ITIL evolution 1980’s 1990’s 2000 2007 ITIL (42 books) ITIL V2 (9 books) ITIL V3 (5 books) 2011 ITIL 2011 (5 books) Certification: Same principles mostly editorial changes improved consistency small # of content changes Foundation Practitioner Manager Foundation Practitioner Manager Foundation Intermediate MALC Expert Foundation Intermediate MALC Expert http://theartofservice.com http://store.theartofservice.com

5. Accredited courses Foundation: - Online eLearning - Classroom Intermediate: - Online eLearning - Classroom MALC: - Online eLearning - Classroom

6. Which course do I need? No Prior certification ITIL V1 or V2 certification ITIL V3 certification ITIL 2011 Foundation ITIL 2011 Foundation Start with: http://theartofservice.com http://store.theartofservice.com

7. I currently have: ITIL V3 Foundation ITIL V3 Intermediate ITIL 2011 Intermediate Continue with: ITIL V3 MALC * MALC 2011exam launch date: May 2012 http://theartofservice.com http://store.theartofservice.com

8. Who is who in the ITIL Certification “zoo” ITIL Certification “zoo” APMG -the official accreditor Responsible for all ITIL exams and ITIL certification (they are supported by a qualification board). APMG -the accreditor- also approves Examination Institutes. There is only ONE APMG – the official accreditor - Exam Institutes (EI for short) The organisations who are responsible for managing the examination process, including distribution of the exams and marking the results. The EI’s globally all use the same questions from the same question bank that is developed by APMG -the accreditor-. There are currently ten (10) EI’s globally. EI’s also approve (accredit) training organisations. Accredited Training Organisations (ATO for short) The organisations who create the course materials based on the exam syllabus (developed by APMG) and the ITIL core volumes. Only accredited training organisations are allowed to advertise, market and deliver ITIL certification courses to students. http://theartofservice.com http://store.theartofservice.com

9. APMG GCI / BCS CSME LCS Examination Institutes Successful students Accredited Training Organisations The Accreditor

10. What about the exams? Foundation exam option: 1. Testing Centre via your training company 2. Testing Centre - self managed 3. Online Testing at venue of your choice Intermediate exam option: 1. Testing Centre via your training company 2. Online Testing at venue of your choice Click the image for more information Complete Examination Kits = all in one We organise the course + exam for you http://theartofservice.com http://store.theartofservice.com

11. ITIL certification Passrates in 2011 Global Art of Service Students Foundation 88% 89% Intermediate (average) 81% 85% MALC 62.6% 100%