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ITIL® Frequently Asked Questions

Acknowledgements
  • ITIL® is a registered trade mark of AXELOS Limited
  • The Swirl logo™ is a trademark of AXELOS Limited
Can I take ITIL® classes remotely?
Yes. Some accredited training providers offer virtual classrooms and e-learning.
When do I receive my certificate and pin?
Please contact your examination center for the receipt of your certificate and pin. If you have taken a web proctored exam, your certificate and pin will be sent to you shortly after your official results are issued.
How do I order books/study material?
There is a variety of study material available. For further information, you can visit ITIL® Official Site.
Which exams are available online?
All ITIL® exams are available online.
Which exams do not need to go through a training provider and allow me to self-study?
All exams require completion of training from an accredited training provider, apart from the Foundation level.
How long does the exam take?
Exam times vary depending on the level. The Foundation level exam time is 60 minutes and  the Intermediate level time is 90 minutes.
Are the exam questions multiple choice, essay style or both?
All questions are multiple choice.
When will I receive the mark from my exam?
For web based exams, results are immediate, subject to final verification from PEOPLECERT. For paper based exams, results are sent within 3 days upon receipt of the exam papers.
I recently passed the ITIL® Foundation exam through PEOPLECERT and I have received my certificate. Is there a specific logo that I have rights to use in my communications?
Any individual who would like to include information on their ITIL certification on a business card needs to take note of the following:

An AXELOS Trade Mark logo (e.g. the ITIL® Swirl) cannot be used on business cards as they advertise a person/company and not the associated product.

An AXELOS word mark can (e.g. ITIL®) be used on a business card as long as the correct symbology is used. For example:
Joe Bloggs
ITIL® Accredited Trainer

 
Where practical (if it can be included legibly) the Trade Mark acknowledgement statement should also be shown. For example:
Joe Bloggs
ITIL® Accredited Trainer
ITIL® is a registered trade mark of AXELOS Limited
Why did ITIL 2007 change to ITIL 2011?
ITIL 2011 is an update, not a new version. The updates to the publications are designed to:
  • Resolve any errors or inconsistencies in the text and diagrams, both in content and presentation.
  • Improve the publications by addressing issues raised in the Change Control Log, as analysed and recommended by the change advisory board (CAB) and approved by the Cabinet Office, part of HM Government. These are largely to do with clarity, consistency, correctness and completeness.
  • Address suggestions for change made by the training community to make ITIL easier to teach.
  • Review the Service Strategy publication to ensure that the concepts are explained in the clearest, most concise and accessible way possible. There is no notion of simplifying the concepts; rather, improving the exposition of the ideas.

For further details, please check the FAQs.

Are the exams more difficult than before?
The ITIL exams follow the same weighting for difficulty as they always have.
Since the “ITIL 2007 Qualification Scheme” is now changed to “ITIL Qualification Scheme”, does this mean that 2007 certificates will no longer be valid? Do I need to replace my certificate?
Because the basic principles of ITIL are intact, ITIL qualifications remain relevant for any prior and current released versions and all ITIL certificates will continue to be valid. There is no need to replace any previous certificates.
Does the updated ITIL qualification path have the same credits for each level or do I need to recalculate credits needed for each level?
The ITIL qualification path remains the same with the ITIL V3 one.
 
The credits or certificates earned from earlier versions can be used towards ITIL Expert, with the exception of the ITIL V2 Foundation certificate which no longer holds any credit value unless the candidate also holds the V2 Foundation Bridge certificate.
Do I need to be re-certified to change from ITIL 2007 to the updated ITIL? Will I have to take a bridge exam for the update?
Anyone holding an existing ITIL certification will not need to become re-certified. Certificates from earlier ITIL versions (V1 or V2) will remain valid indefinitely.
 
The only exception is that the ITIL V2 Foundation certificate will no longer hold any credit value, unless the candidate also holds the V2 Foundation Bridge certificate.
 
There will not be any bridge exams.
Which of the ITIL qualifications has changed the most?
The Service Strategy (SS) publication has undergone the highest amount of change compared to the other four publications. The concepts themselves are basically the same but are now enhanced with more examples and have been reorganized to some degree.
 
However, the corresponding syllabus still focuses on the key principles of the SS lifecycle stage.
When will ITIL updated exams be available in other languages than English?
For current information regarding the release of ITIL exams in other languages please contact your training provider.
In what languages are ITIL exams available?
Foundation Exams

The ITIL Foundation examinations are now available in the following languages:

• English
• Arabic
• Brazilian (Portuguese)
• Castilian (Spanish)
• Chinese
• Czech
• Danish
• Dutch
• Finnish
• French
• German
• Hungarian
• Italian
• Japanese
• Korean
• Latin American (Spanish)
• Polish
• Romanian
• Russian
• Swedish
• Vietnamese
 
What are the requirements to proceed to ITIL Master Qualification?
To be eligible for the ITIL® Master Qualification, the top level of the ITIL® Scheme, you must
  • Have achieved the ITIL® Expert Certificate in IT Service Management
  • Have worked in IT service management for at least five years in leadership, managerial, or higher/senior management advisory roles
Is there specific training material for the ITIL Master Qualification?
For the ITIL® Master Qualification, there is no fixed Syllabus, training course or exam involved. All the work entailed in this qualification will be based on the knowledge you have acquired during training for your previous certifications as well as your practical experience.
How can I apply for the ITIL Master Qualification?
To be eligible for the ITIL® Master Qualification, the top level of the ITIL® Scheme, you must:
  • Have achieved the ITIL® Expert Certificate in IT Service Management
  • Have worked in IT service management for at least five years in leadership, managerial, or higher/senior management advisory roles
To apply for the ITIL® Master Qualification, you need to:
  1. Contact customerservice@peoplecert.org to request the Application Form
  2. Register with PEOPLECERT by completing the Application Form and send to customerservice@peoplecert.org, along with copies of all documents mentioned. PEOPLECERT will assess your application to ensure you meet the required criteria.
  3. If you meet the required criteria, PEOPLECERT will contact you to notify you and send you the invoice.
What are the assessment stages for the ITIL Master Qualification?
To apply for the ITIL® Master Qualification, you need to:
  1. Contact customerservice@peoplecert.org to request the Application Form
  2. Register with PEOPLECERT by completing the Application Form and send to customerservice@peoplecert.org, along with copies of all documents mentioned. PEOPLECERT will assess your application to ensure you meet the required criteria.
  3. If you meet the required criteria, PEOPLECERT will contact you to notify you and send you the invoice.
    Upon successful application:
    1. You will need to submit a “Proposal” to the Official ITIL® Accreditor, i.e. an idea for business improvement.
    2. Upon approval of the “Proposal” you will need to submit a “Work Package” to the Official ITIL® Accreditor, i.e. information and evidence on the idea’s effectiveness and benefits. Candidates for the ITIL® Master qualification must submit a real-world project of their choice, spanning across a variety of ITIL areas, elaborate on the knowledge they applied to implement real solutions, and demonstrate the continued effectiveness of the solution and its benefits to the business.
    3. If your “Work Package” is accepted, you will attend a personal “Interview” with an Assessment panel appointed by the Official ITIL Accreditor.
Certification will be provided upon the positive assessment of the project and the successful interview.
What is the duration and the timeline for the ITIL Master Qualification?
The timescale for completion of the ITIL® Master qualification will be dictated by the candidate’s intended assignment/s. However, the estimated timescale for completion and submission of the qualification is between six months, up to a maximum of 24 months. In the Proposal candidates should advise the ITIL Accreditor of the proposed submission date for their completed Work Package in order to manage the assessment process.