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The only consistent and comprehensive documentation of best practice for IT Service Management.

ITIL has been developed in recognition of organizations' growing dependency on IT and embodies best practices for IT Service Management.

Certify your ability to:

  • Provide a practical framework for identifying, planning, delivering and supporting IT services to the business.
  • Increase business productivity, efficiency and effectiveness through more reliable IT services.
  • Define processes with clearly documented accountability for each activity to increase efficiency.
  • Enable a business to keep pace with change and drive business change to its advantage.
  • Help employees to focus on the needs of the customers and user experience rather than spending too much time on technological issues.

Choose a level to get started

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HAVE A QUESTION?

FAQs

What is ITIL?

ITIL is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organizations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme.
ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL has been developed in recognition of organizations' growing dependency on IT and embodies best practices for IT Service Management.
Find out more at:https://apmg-international.com/product/itil

How can I train for the ITIL examinations?

Training for ITIL is available from the network of Accredited Training Organizations (ATOs) who are assessed and certified by APMG-International. The full list of APMG-International ITIL ATOs can be found at:https://apmg-international.com/all-atos

Do I have to receive training to sit the exam?

Candidates are able to self study (i.e. take the examination at a public exam center without attending an accredited training course) for the ITIL Foundation Certificate in IT Service Management and ITIL Practitioner examination only.
All higher level ITIL examinations require a candidate to complete mandatory accredited training before being able to take the examination.
This decision has been made by the ITIL Qualification Board because the higher level ITIL courses are focused toward the practical application and analysis of ITIL principles and knowledge.
As a result, the examination requires candidates to display a deeper level of understanding than would be gained through self study, and the benefits to a candidate once they return to the workplace following completion of accredited training, will be far greater.

How do I sit the exams?

The vast majority of ITIL accredited training organizations include the examinations as part of the associated training course. Alternatively, and for individuals that have self-studied, APMG-International administers public exam sessions around the world. Sessions are run at certain APMG-International offices. There are four dedicated centers in the UK for public examinations, and in the United States we utilize the public library network to facilitate sessions.

How much does it cost to sit the ITIL examinations?

If you are sitting the examinations through an accredited training organization, the costs of the exams are generally included in the course fee. APMG-International use a global pricing structure, so for those sitting exams at a public exam centre, the cost is dependent on where the exams are being sat. To find out the cost in your region, please contact the APMG-International Service Desk on +44 (0)1494 452450 or at:servicedesk@apmg-international.com

What examinations are available and what are the entry requirements?

The following certifications are available under the ITIL Qualifications scheme:
The ITIL Foundation Certificate in IT Service Management is the entry level examination for the scheme. There are no pre-requites for entry to this examination.
The ITIL Practitioner Certificate is the next step after Foundation for professionals who have already learned the basics of IT Service Management. Foundation is a pre-requisite for this certification.
The ITIL Intermediate Level is the core of the scheme. To take an examination at this level, candidates must hold the ITIL Foundation qualification and must complete an accredited training course. The following examinations are available at the intermediate level:
Service Lifecycle - management focused examinations
Planning Protection and Optimization; Release Control and Validation; Operational Support and Analysis, and; Service Offerings and Agreements.
Service Capability - process focused examinations
Service Strategy; Service Design; Service Transition; Service Operation, and; Continual Service Improvement.
ITIL Managing Across the Lifecycle (MALC) is the Capstone examination for the scheme.
Candidates who have gained a number of ITIL certifications are eligible to take this course and examination, and will be eligible for the ITIL Expert Level Award following successful completion.
To take the MALC examination, candidates must hold the ITIL Foundation qualification, must have achieved a minimum of 17 credits from ITIL intermediate (or earlier V2) certifications, and must complete an accredited training course. Candidates who have achieved V2 Managers (17 credits) and V2 to V3 Manager Bridge (5 credits) qualify for ITIL Expert (22 credits).
For full information on the qualifications available from APMG-International under the scheme please see:https://apmg-international.com/product/itil

What are the main publications for ITIL exams and where can I purchase them?

The ITIL Foundation examination is based on the five Core publications; however there are a number of core derived, condensed study aids based on the content of the syllabus which can help students prepare for the examination.
The ITIL Practitioner examination is based on the ITIL Practitioner Guidance publication.
The ITIL Intermediate courses and examinations are based on the five core publications, and each individual course and examination has a focus on one or more of these titles.
For more detailed information on the publications required for each of the qualifications, please see:www.itil-officialsite.com/nmsruntime/saveasdialog.asp?lID=950&sID=7
Many of these can be purchased from APMG Business Books at:www.apmg-businessbooks.com

Which languages are ITIL examinations available in?

ITIL Examinations have been translated into a variety of languages, reflecting the international coverage and application of the ITIL framework. For more information on the available examination languages, please see:www.itil-officialsite.com/InternationalActivities/ExaminationLanguages.aspx

How long will it take to learn the ITIL material?

For individuals self-studying it is almost impossible to say. As all candidates have different experience and amount of time available for study, it varies from person to person.
For those studying with an accredited training organization, individual providers will be able to advise on course durations and the level of study involved with the various course options.

Is the ITIL Expert Level a higher or equivalent certification level to the ITIL Service Manager qualification?

The ITIL Expert is a slightly higher level certification than the Service Manager qualification because it encompasses the knowledge base from earlier ITIL versions together with the broader Lifecycle elements.

How long are the ITIL qualifications valid for?

ITIL qualifications not valid for a defined period and will not expire.

When can I expect the results of my ITIL examinations?

ITIL foundation examinations can be marked on location after the exam, but this is down to the discretion of the invigilator at the time. Intermediate answer sheets are marked at APMG-International offices and results released soon after.
Your result will be sent to your ATO approximately 7-10 days after your exam date. Your ATO should notify you of your results so please contact them for further details.

When will I receive my certificate?

Candidates will automatically be sent an electronic certificate within two business days of their exam results being released. If you have not received your certificate within this timeframe please contact our Customer Interaction Team - servicedesk@apmg-international.com
Electronic certificates are environmentally friendly, but can be printed if required. It is also very easy to share them with employers and other third parties. APMG will send you a link to your registered email address. This link will take you to your Candidate Portal where you will find your electronic certificate(s). You can always access all your electronic certificates using the APMG candidate portal.
Sometimes, if you have taken your examination(s) via a Training Organisation, certificates will be issued based on the preferences that the Training Organisation selected when booking the exam. The Training Organisation can select either an electronic certificate or both paper and electronic certificates are provided to the candidate. The Training Organisation can also choose if certificates are sent to the candidates directly or via the Training Organisation. If you have been awarded an electronic certificate but also require a hard copy certificate, you can always order a hard copy certificate for GBP 12.00. This is also the case if you re-order your hard copy certificate.
If you would like to purchase a hard copy certificate in addition to your electronic certificate please contact our Customer Interaction Team - servicedesk@apmg-international.com

What is the application process for ITIL Expert status?

In order to reach the ITIL Expert Level, candidates need to achieve the pre-requisite number of associated credits which is 22 (twenty-two). Candidates must ensure that 2 (two) of these credits are achieved at ITIL foundation level and 5 (five) are from the MALC qualification. The only exception to this pre-requisite is those students who are eligible for the ITIL Service Managers Bridge route.
For further information go to: https://apmg-international.com/product/itil
When you have achieved the minimum number of credits, you will automatically be issued with an ITIL Expert certificate. If you sat your Managing Across the Lifecycle or Managers Bridge exam before September 2010 and have the required number of credits, you will not automatically be issued with the certificate. Please contact the APMG-International Service Desk on +44 (0)1494 452450 or at servicedesk@apmg-international.com, or contact your local APMG-International office. .

What are the pass marks for the ITIL examinations?

Pass marks for the ITIL examinations are as follows:
Foundation: You will need to score 26/40 (65%) to pass the foundation exam.
Practitioner: You will need to score 28/40 (70%) to pass the practitioner exam.
Intermediates: You will need to score 28/40 (70%) to pass an intermediate exam.
MALC: You will need to score 35/50 (70%) to pass the MALC exam.

How can I advertise myself as ITIL qualified on my business card? / Can I use the ITIL logo?

Currently, there are no post-nominals for ITIL certified individuals. Any individual who would like to include information on their ITIL certification on a business card needs to take note of the following:
A Cabinet Office 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.
A Cabinet Office 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.
Only certain organizations are permitted to use Cabinet Office logos. See the Intellectual Property pages for more information on who can use specific logos (www.itil-officialsite.com/IntellectualPropertyRights/IntellectualPropert...).

How does my organization become an APMG-International ITIL Accredited Training Organization (ATO)?

An organization wishing to become an APMG-International ITIL ATO must first submit an application form to either the APMG-International Service Desk or the relevant APMG-International office. Where appropriate an invoice will be raised and the organization will then be subject to APMG-International's ATO assessment process.
For futher information please contact us at:servicedesk@apmg-international.com

How do I become an ITIL approved trainer?

All ITIL trainers must be "sponsored" by an ITIL Accredited Training Organization (ATO). Details of all APMG-International ITIL ATOs can be found at:https://apmg-international.com/all-atos
A trainer application must be submitted by the sponsoring ATO to their relevant APMG-International office.

I have passed an ITIL examination - will I receive an ITIL Pin?

APMG-International supply candidates with the relevant pin upon successful completion of their examination. Your pin will be sent with the corresponding certificate.