ITSM-Associate FAQ's

Q1. What is ITSM-Associate Certification?

Ans: Information Technology Service Management - Associate (ITSM-Associate) is HCL's internal certification program in the field of IT Service Management and is based on the ITIL Foundation V3.0. (To know more about ITIL, visit www.itil-officialsite.com) While ITSM will have four levels of certification - ITSMAssociate, ITSM-Specialist, ITSM-Professional and ITSM-Leader, only ITSM-Associate level certification is being launched. Certifications for subsequent levels will be launched in future

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Q2. What value will I add to my current project, if I undergo ITSM-Associate learning and clear ITSM-Associate certification.
Ans: ITSM-Associate certification helps an individual to acquire the required knowledge through understanding of key principles, concepts, functions, roles and processes, which when applied to work will lead to: Increased user and customer satisfaction with IT services. Improved service availability leading to increased business profit and revenue. Financial savings from reduced re-work

Q3. I am already ITIL V3.0 certified, is it mandatory for me to go through ITSMA Certification?
Ans: No it is not mandatory for you to go through this certification.

Q4. What are the selection criteria for ITSM-Associate Certification?

Ans: Employees who require a basic understanding of the ITIL Best Practices Framework Employees who need understanding of how ITIL can be used to enhance the quality of IT service management within an organization Employees who need to be informed about, or contribute, to an ongoing service improvement program

Q5. What process do I need to follow for the Certification?

Ans: The flowchart containing the complete process for obtaining the ITSM-Associate Certification is provided in the ITSM-Associate Page of TechCEED portal.

Q7.What are the study materials available for the ITSM-Associate in iLearn.
Ans: iLearn has the following study materials for ITSM-Associate Foundation Level in the form of e-learning Generic Introduction Service Strategy Service Design Service Transition Service Operation Continual Service Improvement

Q8. How many attempts do I have for the Mock Test?

Ans:You will have unlimited attempts for the Mock Test.

Q9. How many attempts do I have for certification exam and ow do I avail those?

Ans:You will have 3 attempts for the certification exam. Incase, *Failure in the first attempt, second attempt will be allowed after a minimum of 1 week. *Failure in the second attempt,3rd attempt will be allowed after a minimum of 3 weeks from the date of second attempt. For further details please refer to ITSM-Associate Certification Policy and Instruction link available in the ITSM-Associate page.

Q11. How to get the access to ITSMA e-Learning; Mock Test and Certification exam?
Ans: Please follow the link; www.myhcl.com ->My Learning->iLearn -> Browse by Category ->TechCEED -> TechCEED Training -> Technical Training -> Certification -> Information Technology Service Management( ITSM-Associate) Please note: You can register for all the three phases initially but the contents will be available after the successful completion of prerequisites mentioned in each phase.

Q12.What support can I expect from TechCEED towards ITSM-Associate certification exam preparation? Ans:
TechCEED would give you access to the E-Learning courses on ITSM-Associate in iLearn. TechCEED would conduct the mock tests (in iLearn) so that you can confidently appear for the certification exam TechCEED would arrange the study group sessions (additionally) if required based on sufficient quorum and trainer availability to conduct the same. Certification exam will be conducted online through iLearn iLearn will provide the score report and generate certificate instantly after the certification exam.

Q13. What is the cost associated with ITSM-Associate certification?

Ans: ITSM-Associate Certification is the internal certification and bears no cost.

Q14. Is there any time frame by which I need to clear the ITSM-Associate certification exam after I complete the Mock Test?
Ans: The projected time line for the learning and certification is 6 weeks. Though the time frame is not prescriptive and based on the availability and convenience, participants can go through the course and complete the certification exam. However following the projected timeline, would help participants to complete the learning in a quicker and effective manner and attempt the exam with a fresh memory of the learning.

Q16. I am at Onsite, how can I pursue ITSM-Associate Certification?

Ans: ITSM-Associate will be facilitated through iLearn, which is accessible through internet irrespective of any location you are in.

Q17. If I have further queries, whom should I address them to?

Ans: Please find the SSD type in ITSM-Associate Page of TechCEED Portal.

Q18. I am already ITIL V3.0 certified, whether can I register as an ITIL internal trainer and let me know the process for it?
Ans: Yes you can register. Kindly go through the Important Guidelines for ITSM-Associate Trainers which gives you a picture for registration process..