ITIL v3 Program Catalog

The Authority in Service Management

44075 Pipeline Plaza, Suite 120, Ashburn, VA 20147

Phone: 703-297-4600
Email: info@kciva.com
www.GetITILtraining.com
 www.GetITILtraining.com

Knowledge Center is a global independent Service Management specialist having undertaken transformation
engagements in over 50 countries. Recognized as the premier supplier of consultancy, education and tools
Knowledge center in partnership with Fox IT has the most extensive ITIL based ITSM and Governance practice in the
world. The company has been at the forefront of practical implementation of Service Management techniques since
1981 during which time it has established a world-wide delivery network.
ITIL
ITIL v3 Certification Pathway Master

ITIL Expert 22
ITIL Certification is a world recognized qualification credits

in the IT Service Management industry. The ITIL Managing Across the

6
Lifecycle
Version 3 (V3) Qualifications scheme provides a credits

modular approach to ITIL certification, and is Lifecycle

Stream
comprised of a series of certifications focused on Continual Service
Capability
Stream
different aspects of ITIL Best Practice, to various Improvement

degrees of depth and detail. Knowledge Center Inc Service Service Service
Offerings &
Planning,
Protection &
Design Transition
is officially accredited as Accredited Courseware 3
credits
Agreements
2
credits
Optimization

Provider EXIN, the Examination Institute for Service

Strategy
Service
Operation
Release,
Control &
Operational
Support &
Validation Analysis
Information Science.
ITIL v3 Foundation 2
credits

The ITIL V3 Qualification Scheme introduces a modular

credit system for each of the V3 certifications. All modules
Continual Service
Improvement are given a credit value, and candidates meeting the
requisite entry criteria and accumulating the required
Service
Design
number of credits (22) can apply for ITIL Expert level
certification. ITIL v3 Foundation is a mandatory first step
Service
Strategy
is worth two points and five must be from “Managing
Across the Lifecycle” which is a mandatory last step. You
can choose from the Capability stream (4 credits per
Service
Operation module) or Lifecycle stream (3 credits per module) to gain
the other 15 credits, but you are expected to choose a
Co Imp

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me vic

Service
nti rov

balanced program overall.

ve Ser
nu em

Transition
pro al
al e

Im tinu
Se nt
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n
Co
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Those who hold a v1 or v2 Managers Certificate (17

credits) must attend the mandatory v3 Managers Bridge
program and pass the exam (5 credits) will also obtain the
ITIL Expert Certification.

Program Duration Public Onsite eLearn Points

classes (At your location)

ITIL v3 Foundation 3 Days Yes Yes Yes 2

ITIL v2-v3
Foundation Bridge 2 Days Yes Yes Yes 0.5

ITIL v3 Service
Strategy and Design 5 Days Yes Yes Yes 6
ITIL v3 Service
Transition and 5 Days Yes Yes Yes 6
Operations
ITIL CSI 3 Days Yes Yes Yes 3
ITIL v3 OSA 5 Days Yes Yes Yes 4
ITIL v3 RCV 5 Days Yes Yes Yes 4
ITIL v3 PPO 5 Days Yes Yes Yes 4
ITIL v3 SOA 5 Days Yes Yes Yes 4
ITIL v3 Managing
5 Days Yes Yes Yes 5
Across the lifecycle
ITIL v2-v3
Managers Bridge 4 Days Yes Yes Yes 5
ITIL v3 PROGRAM OVERVIEW
ITIL v3 Foundation
The ITIL Version 3 (V3) Qualifications scheme provides a modular
approach to ITIL certification, and is comprised of a series of
certifications focused on different aspects of ITIL Best Practice, to
various degrees of depth and detail.
There are four levels of certification within the V3 scheme:
• ITIL Foundation Level
• ITIL Intermediate Level - Service Lifecycle & Service Capability
Streams
• ITIL Expert Level
• ITIL Master (currently in the final stages of development)
ITIL V3 Foundation Certificate
The Foundation Level of the ITIL Qualification Scheme focuses on
providing knowledge and comprehension of the key concepts,
structure, terminology and processes of ITIL This entry level
certification offers candidates a general awareness of the key
elements of the ITIL V3 Service Lifecycle, including the linkages
between Lifecycle stages, the processes used and their contribution
to Service Management practices. The Foundation examination
consists of 40 multiple choice questions, where only one option can
be correct and will be awarded a mark. The pass mark for this
examination is 65% (26/40) and the exam duration is 60 minutes.
ITIL V3 Intermediate Level
The ITIL Intermediate Level offers two principle streams of
education; Lifecycle and Capability - each with their own series of
certifications - and a final rationalization module, Managing Across
the Lifecycle.
Each of the Intermediate certifications provides candidates with the
knowledge, skills and competencies required to apply or manage
the application of specific areas of ITIL Best Practice, in a Service
Management environment.
The following entry criteria must be met by candidates who intend
to take any Intermediate certifications:
• Candidates must hold the ITIL Foundation Certificate or V2-V3
Bridge equivalent
• Candidates must attend an Accredited Training Course or
Accredited equivalent
• Pass the exam - The pass mark for this examination is 70% (28/40)
and the exam duration is 90 minutes.
The ITIL Lifecycle Stream
The ITIL Lifecycle Stream consists of five individual certifications,
each based on one of the Service Lifecycle phases. This stream will
be of interest to candidates looking to focus on the Lifecycle itself,
the use of process and practice elements used within it and the
management capabilities needed to deliver quality Service
Management practices.
The ITIL V3 Intermediate Lifecycle stream consists of five individual
certifications or modules, each based on one of the ITIL Service
Lifecycle phases, built around the guidance within each of the OGC
core ITIL titles:
• Service Strategy
• Service Design
• Service Transition
• Service Operation, and
• Continual Service Improvement
At 3 points per course this will give you 15 points and enough to go
to the MALC course.
The ITIL Capability Stream
The ITIL Capability Stream consists of four individual certifications,
which focus on a series of clustered process activities, their
execution and use throughout specific phases of the ITIL Service
Lifecycle. This stream will be of interest to candidates who wish to
gain a deep level understanding of V3 processes and roles, how they
are implemented and how they interact.
• Service Offerings and Agreements (SO&A)
Primarily covering Service Strategy and Design processes,
including; Portfolio, Service Level, Service Catalogue, Demand,
Supplier and Financial Management
• Release, Control and Validation (RC&V)
Primarily covering Service Transition and Operation processes,
including; Change, Release and Deployment, Service Validation
and Testing, Service Asset and Configuration, Knowledge, Request
Management and Service Evaluation
• Operational Support and Analysis (OS&A)
Primarily covering Service Operation and Continual Service
Improvement processes, including; Event, Incident, Request,
Problem, Access, Service Desk, Technical, IT Operations and
Application Management
• Planning, Protection and Optimization (PP&O)
Primarily covering Service Design processes Capacity, Availability,
Continuity, Security, Demand and Risk Management
At 4 points per course this will give you 16 points and enough to go
to the MALC course.
ITIL Managing Across the Lifecycle
The ITIL Managing Across the Lifecycle Certification completes the
Intermediate stream, by focusing on the ancillary knowledge
required to implement and manage the necessary skills associated
with use of the Lifecycle practices. This particular module is aimed at
those candidates interested in achieving ITIL V3 Expert Level, for
which this module is a key requirement.
Achieving ITIL Expert Level
For those candidates who decide to aim for ITIL Expert, the possible
module combinations are many; however, there are some key
requirements all candidates must meet, which are:
1. All candidates must hold the V3 Foundation certificate or V2-V3
Bridge equivalent
2. A total of 22 credits minimum must be achieved from ITIL V3
Intermediate Level or earlier ITIL certifications
3. The Managing Across the Lifecycle module must be taken and
passed once 17 credits have been earned, and
4. Candidates should achieve a balanced knowledge base across the
full ITIL V3 Service Lifecycle.
Need More Information?
If you would like more information about these programs, visit our
website www.GetITILtraining.com or call us at 703-297-4600.
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Company overview
Knowledge Center in partnership with FoxIT has grown to become recognized globally as
The Authority in Service Management and is very proud of its commitment to IT best practice
frameworks. FoxIT is proud to be celebrating 20 years of ITIL® experience. Operating through
many offices across the globe, we are the world’s #1 supplier of ITIL and ITSM education and
consulting services.

Over 200,000+ delegates trained in over 55 countries & 15 languages - including

employees from over 450 of the Fortune 500 companies – more than any other
organization worldwide.
Over 26 years experience in IT Service Management gives us the experience to
understand your needs and requirements
Delivery Capacity and Capability: Team of over 100 practicing Consultants, all fully
ITIL qualified to ITIL Expert level and working with best practice frameworks and
techniques, helping to deliver above average pass rates
Implementation Accelerators: Range of Toolkits (Implementation Accelerators),
foxPRISM and foxFLOW, that speeds and simplifies the implementation of Service
Management giving faster results and better returns on investment
Contribution Authors: Involved in the inception of ITIL, authoring many of the original
modules, ITIL v1, v2, v3, ISO20000 and the Microsoft Operations Framework.
Global Coverage: Fox have delivered training in over 55 countries and in 15 different
languages. Fox also works with worldwide partners to deliver our products and services
as part of our worldwide network
ITIL V3 (Published in 2007):

Lead Author of the ITIL v3 Service Design core volume (Vernon Lloyd)
Member of ITIL V3’s international exam qualification panel
Delivered the world’s first ITIL V3 Foundations and Intermediate course
Trained more students in ITIL V3 than any other organization (Foundations,
V2-V3 Foundations Bridging and V2-V3 Service Manager Bridging) with pass
rates that exceed the industry average by double-digits

ITIL V2 (Published in 2000):” Lead Author of ITIL V2’s core books: Service Support and
Service Delivery
itSMF Trainer of the Year 2007 - John Griffiths
ITIL v1, v2, v3 Lead Author - Vernon Lloyd
Material developed and delivered by practising consultants with real life experiences
EXIN, ISACA & ITSMF Accredited