ITil Qualifications

i
ITIL® Qualification Scheme
August 2005
ITIL Qualification Scheme v1.4
published 1 August 2005
This document is available for free viewing or download at http://www.itil.co.uk
Synopsis / purpose of document

The ITIL qualification scheme is the only training and qualification scheme leading to official ITIL
qualifications in IT Service Management. It is endorsed by OGC and itSMF ® International, and by the
two existing Examinations Institutes: EXIN and ISEB.
This document explains the operation of the ITIL qualification scheme. It describes the roles,
responsibilities and relationships of the various bodies that are involved.
It is intended to serve three purposes:

• To inform examination candidates how ITIL qualifications can be obtained, and the processes
involved
• To publish publicly the rules governing the professional bodies who are involved in training for
or examining candidates in ITIL qualifications.
• To inform organisations who wish to become involved in examinations or training how they
might join the official scheme.
Intended readership
The target audience for this publication is broad and encompasses a wide range of IT professions
including:
• IT Service Management
• Information and Communications Technology (ICT) infrastructure management
• technical support
• application development and maintenance
• business development and analysis
• business and IT stakeholders.
Potential candidates for any of the examinations are recommended to read sections 1 and 2;
organisations seeking to become accredited course providers should focus on sections 1, 2 and 7;
those seeking to become an accredited examination body should read the entire document.
Ownership
This document is Crown Copyright. OGC is responsible for its storage and maintenance. Changes to
the document must be approved by the ITIL Certification Management Board.
Copyright Notices
The OGC logo ® is a Registered Trade Mark of the Office of Government Commerce
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government
Commerce, and is Registered in the U.S. Patent and Trademark Office
IT Infrastructure Library ® is a Registered Trade Mark of the Central Computer and Telecommunications Agency
which is now part of the Office of Government Commerce
Successful Delivery Toolkit ™ is a Trade Mark of the Office of Government Commerce
itSMF ® is a Registered Trade Mark of the IT Service Management Forum Ltd.
© Crown copyright 2005 v1.4 August 2005 Page 2 of 40

Contents:
1 Overview ..............................................................................................................................................5
1.1 Preamble .....................................................................................................................................5
1.2 ITIL ...............................................................................................................................................5
1.3 Participating bodies.....................................................................................................................6
1.4 Current qualifications ................................................................................................................10
1.5 Obligations on participating bodies..........................................................................................11
2 Certificate specifications and syllabuses....................................................................................12
2.1 Introduction ................................................................................................................................12
2.2 Specifications ............................................................................................................................12
3 ITIL Certification Management Board Charter ............................................................................19
3.1 Aim .............................................................................................................................................19
3.2 Responsibilities .........................................................................................................................19
3.3 Membership ...............................................................................................................................19
3.4 Operation ...................................................................................................................................19
4 Examination Institutes ....................................................................................................................21
4.1 What is an Examination Institute? ...........................................................................................21
4.2 What can an Examination Institute do? ...................................................................................21
4.3 Conditions..................................................................................................................................21
4.4 Becoming an Examination Institute .........................................................................................22
4.5 Maintaining the standard ..........................................................................................................25
5 Examination Agents ........................................................................................................................27
5.1 What is an Examination Agent? ...............................................................................................27
5.2 What can an Examination Agent do? ......................................................................................27
5.3 Making an Application...............................................................................................................27
5.4 Maintaining the standard ..........................................................................................................28
5.5 Re-accreditation ........................................................................................................................28
5.6 Agreement Form .......................................................................................................................29
5.7 Fees ...........................................................................................................................................29
5.8 Sourcing of Examinations.........................................................................................................29
5.9 Additional Information for Examination Agent Requirements ................................................29
6 Authorised Examination Centres ..................................................................................................30
6.1 Definition ....................................................................................................................................30
6.2 Application .................................................................................................................................30
6.3 Invigilation of Examinations......................................................................................................30
6.4 Audit ...........................................................................................................................................31
6.5 Fees ...........................................................................................................................................31
7 Accredited Course Providers.........................................................................................................32
7.1 What is an Accredited Course Provider? ................................................................................32
7.2 What can an accredited course provider do? .........................................................................32
7.3 Accreditation requirements.......................................................................................................32
7.4 Host Organisation .....................................................................................................................32
7.5 Courses......................................................................................................................................32
7.6 Staffing .......................................................................................................................................33
7.7 Submitting an application .........................................................................................................34
7.8 Evaluation of Application ..........................................................................................................35
7.9 Accreditation Approval..............................................................................................................35
7.10 Accreditation Retention ............................................................................................................35
7.11 Changes/Additions to Accredited Courses..............................................................................35
7.12 Accreditation Renewal ..............................................................................................................35
7.13 Dispute Resolution ....................................................................................................................35
7.14 Obligations.................................................................................................................................35
8 Dispute Resolution Process ..........................................................................................................37
8.1 Dispute resolution procedures for EIs, students and accredited EAs, AECs, ACPs ...........37
8.2 Dispute resolution procedure for OGC, itSMF, EIs and ICMB...............................................37
9 Glossary.............................................................................................................................................38

1 Overview
1.1 Preamble
IT Service Management (ITSM) is of increasing importance to all organisations, many of whom wish
for their staff both to speak a common language and to have common qualifications – regardless of
where the individuals may reside or where the qualification is gained. Such common language can be
1
found in the IT Infrastructure Library (ITIL® ), which is (UK) Crown Copyright material, readily
available and widely used world-wide. IT Service Management qualifications based on this material
are available and will continue to evolve. These qualifications provide evidence of a professional
approach to IT Service Management. They have been driven by market needs for certification of
individuals’ understanding, skills and competencies in the complex and necessary processes involved.
The documentation describes the processes, procedures, rules, requirements and guidelines for the
scheme, sufficient to:
• set the qualification framework, while allowing the accredited Exam Institutes some flexibility
with the detail
• enable ongoing development of the scheme, in terms of scope, depth, etc., as a joint effort of
the organisations responsible for ITIL, for the examination and accreditation processes, and
for training
• provide examination candidates with information about the why, what, who and how of the
scheme
• enable Course Providers to deliver accredited courses
• demonstrate to the IT service management market that the scheme is non-proprietary,
reactive to market drivers, and professionally operated
• enable other examination bodies and training organisations to become accredited members
of the scheme
This section describes ITIL, the high-level operation of the scheme and the principal bodies involved.
Other sections describe the operation of specific aspects of the scheme, the qualifications currently
available and the guidelines and rules appropriate to various parties wishing to use the scheme.
1.2 ITIL
ITIL consists of a series of publications giving guidance on the best practice for provision of quality IT
services, and on the accommodation and environmental facilities needed to support IT. Development
of ITIL has been and continues to be through international collaboration with the IT service
management community, in terms of both contributing authorship and quality assurance.
ITIL recognises organisations’ growing dependency on IT. Without IT, most businesses cannot
function; without quality IT they cannot function well. Organisations therefore need quality IT services.
These services must of course be matched to business needs and customer requirements as they
evolve, and they must be provided economically, which implies making optimum use of scarce IT
skills. Effective management is essential.
ITIL provides a documented, process-based approach that will help organisations to deliver well
managed IT services in the face of such difficulties as skills shortages, more exacting and
unpredictable business requirements and user demands, and the growing complexity of IT systems.
Such a systematic approach to IT service management also reduces the learning curve for staff.
The British Standard - BS15000:2002 - has been developed in alignment with the best practices
documented in ITIL and the requirements of generic quality management as documented in
ISO9000:2000. Other national standards have been derived directly from this and there is a move to
take the standard into the international arena as ISO20000.
1
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is
Registered in the U.S. Patent and Trademark Office

1.3 Participating bodies
The following diagram illustrates the key entities involved in the scheme and their relationship to each
other.
Figure 1. Scheme entities, relationships and responsibilities
1.3.1 OGC
2
ITIL was originally developed in the UK by CCTA for the UK public sector. Through close working
with a wide range of public and private sector organisations, the value of ITIL has been increasingly
recognised and taken up globally. OGC is committed to the maintenance of ITIL as a standard
because the consistent adoption of standards in this area represents a key benefit to the UK
government marketplace. ITIL has become recognised globally as best practice, so the further
development and ongoing maintenance of ITIL includes the need to reflect international best practice
in service management.
OGC’s intention is to protect the core ITIL standard whilst enabling the maximum contribution from the
many experts and users around the world on whom the success of ITIL continues to depend. OGC’s
key role as “owner” of ITIL is one of stewardship. The primary objective of this stewardship role is
• to ensure, on behalf of all interested parties, that ITIL provides a single, coherent
description of IT service management core activities and products, based on best practice,
supported by high quality qualifications and services that are consistent with the core
principles of ITIL.
2
Central Computer and Telecommunications Agency – now OGC, the Office of Government Commerce at Her Majesty’s
Treasury

This objective can be broken down into the following sub-objectives :
• to maintain and enhance ITIL’s currency and relevance

refresh and develop, based on user needs
validate against industry good practice
ensure single consistent description
• to ensure the alignment of the official training and qualifications programme (the principal
content of this document)
qualification syllabuses to be common to all examination providers, and built on
current ITIL core guidance published by OGC.
• to maintain and extend the recognition and embedded use of ITIL

through non-commercial products (e.g. the OGC Successful Delivery Tool Kit) to
provide awareness of ITIL
so that users are able to adopt a sustainable and appropriate application of ITIL
so that consultants and advisors know and understand ITIL and how to apply it
The table below summarises the various activities involved in managing, developing and protecting
the ITIL standard and who is responsible for each of the activities.
IPR management Ownership of trademarks and OGC

copyright
Licensing of commercial products OGC and/or licensed agent

and services using the brands given approval to sub-license
Brand protection, dealing with un- OGC and/or licensed agent

authorised use given approval to take action
Development of standards Requirements for change/revision OGC
to core standards, quality criteria,
approval for release,
endorsement
Commissioning and management OGC and/or licensed agent
of development
Production of standards Publication, distribution and sales Licensed agent
Partnerships with licensed Creation and management of OGC

agents contracts, relationship and
account management
Syllabus for professional Requirements for ICMB
qualifications change/revision, quality criteria,
approval for release,
endorsement
Change/revision to syllabus Licensed agent
based on standards
Accreditation of trainers, Accreditation process, sub- Licensed agent
auditors, consultants licensing use of
trademarks/copyright (where
relevant)
Training and support Training courses, consultancy Trainers and consultants
services (accredited by licensed agent)
Promotion of standards Marketing, seminars, case OGC, licensed agents,
studies, web-sites, user groups accredited trainers and
consultants, users
Figure 2: Stewardship activities and responsibilities

1.3.2 The IT Service Management Forum
The IT Service Management Forum (itSMF) is a global organisation dedicated to the development
and promotion of best practice and standards in the field of IT Service Management. It is a not-for-
profit organisation, owned and directed by its membership. There are national chapters of the itSMF
in approximately 30 countries worldwide, with the numbers growing with increasing rapidity. While
each chapter has a degree of independence in terms of the activities, they all conform to a set of
general principles defined by itSMF International. It is through the International body that best practice
evolution activities are channelled.
1.3.3 The ITIL Certification Management Board

To ensure the ongoing non-proprietary, non-partisan and professional nature of the qualifications, the
ITIL Certification Management Board (ICMB) exists to act as the guardian of the integrity of the
qualification scheme and to promote its universal adoption and development. The underlying
“syllabus” for each qualification and the associated certification scheme documentation is Crown
Copyright and is readily available. The charter for the ICMB detailing its responsibilities and its modus
operandi is described in the section 3.
Membership of the ICMB shall comprise OGC, itSMF international and the Examination Institutes
running ITIL based examinations.
1.3.4 The Qualification Liaison Panel

Issues of detail regarding the ITIL examinations are considered, and may be dealt with, by the
Qualification Liaison Panel (QLP), which reports to ICMB. The QLP is concerned with ensuring
consistency between the examinations of the different EI’s, in terms of question type, scope and
depth, and case studies where appropriate. The QLP may be requested by the ICMB to review certain
examination issues, and may input to the ICMB for guidance and/or ratification of proposed actions.
The QLP will draw up a plan for development of ITIL qualifications. An EI that has developed a new
qualification will propose a syllabus to the QLP for consideration and agreement.
The QLP shall jointly agree the syllabus for each ITIL qualification. Content of syllabuses shall then be
lodged with OGC under version control. The syllabus for each examination will be Crown copyright,
and only revised by the QLP.
When the core guidance receives a major update, e.g. version 2 to version 3, an agreed new syllabus
will be passed to Examination Institutes upon publication of the new guidance.
The membership of the QLP comprises representatives from the Examination Institutes, in particular
from their examiners’ panels, which are responsible for the production of questions and marking
guidelines and for marking essay-style answers.
If agreement on a qualification cannot be reached, the dispute procedure defined in Section 8 will be
followed.
1.3.5 Examination Institutes

Recognised qualifications are available only from accredited Examination Institutes (EI). These are
organisations that have a proven track record in the provision of examinations, have a reputation
within their market-place for the quality and integrity of those qualifications gained from sitting the
examinations, and meet the required criteria for accredited EI status.
Each Examination Institute is accredited by the ICMB, according to the regulations set out in section 4.
Upon accreditation, an EI shall enter into formal agreements with OGC covering the use of
trademarks, and with OPSI covering the use of Crown Copyright material. The EI will agree to keep its
examination syllabuses in step with current ITIL guidance published by OGC, and will pay OGC a
nominal examination fee for each candidate successfully examined.

The EI is responsible for generating exam questions based on the common “syllabuses”. This allows
scope for questions/exams to be developed in the local language and also allows cultural differences
to be accounted for while retaining the commonality and standard of the resulting qualification.
Examination Institutes are free to share their questions, exchange questions with other EIs and/or
sell/licence them to other EIs on an appropriate commercial basis. The ICMB is not concerned with
the specific questions in an examination, but with ensuring that all examinations and qualifications
conform to the agreed standard and therefore have equal value world-wide.
The ICMB is keen to encourage take up of the scheme as a whole and will allow localisation of exam
questions. Therefore, the ICMB will support local Examination Institutes, but will limit the number of
Institutes covering particular marketplaces in order to discourage excess competition that might be
detrimental to the maintenance of the integrity of the qualifications.
More information on Examination Institutes and the regulations governing them is contained in section
4.
1.3.6 Examination Agents

In order to facilitate more widely the provision of examinations, particularly in locations where there is
no incumbent accredited Examination Institute, an existing accredited EI may appoint an
Examination Agent (EA) to act on its behalf. Such an Agent will have a proven track record in the
provision of examinations and will be accredited by the EI, according the EI’s rules and regulations.
These are based upon the standard rules as defined by the ICMB and must conform to any
mandatory requirements.
An accredited EA is able to deliver all administrative aspects of the provision of specified

qualifications including: hosting exams; collecting entry fees; marking answers where this is a
mechanistic process or under specified EI-controlled conditions; notifying candidates of results; and
issuing the EI’s certificates. However, they are not responsible for the generation of questions and
marking schemes. They are not able to accredit Course Providers nor offer independent certificates.
Final responsibility for the integrity of the examination process resides with the Examination Institute
in line with the formal agreement made with OGC.
More information on Examination Agents and the regulations governing them is contained in section 5.
1.3.7 Authorised Examination Centres

To host examinations, an Examination Institute may appoint Authorised Examination Centres (AEC)
to provide the premises and invigilation.
AECs are able to offer selected exams at their own premises and are responsible solely for the
administration of the exam sitting. They have no responsibility for marking exams, issuing results and
certificates or any aspect of the setting of the exam questions. Responsibility for authorising an AEC
resides with the appropriate Examination Institute.
More information on AECs and the regulations governing them is contained in section 6.
1.3.8 Accredited Course Providers

Most of the recognised qualifications require the candidate to attend a training course offered by an
Accredited Course Provider (ACP). Course Providers are accredited by an Examination Institute
according to the EI’s rules and regulations. These are based upon the standard rules laid down by the
ICMB. Once again, this allows scope for local variations while ensuring that in essence all bodies are
operating within a common framework.
Further information on Accredited Course Providers and the regulations governing them are
contained in section 7.

1.4 Current qualifications
Currently, candidates can take training courses and examinations that lead to certificates at 3 levels:
Foundation
Practitioner
Manager
An outline of the qualifications follows with further details, including a high-level specification,
contained in section 2.
1.4.1 Foundation Certificate

This Certificate is designed to provide a foundation level of knowledge in IT Service Management. It is
aimed at all personnel who wish to become familiar with the best practices for IT Service
Management, as defined in the IT Infrastructure Library (ITIL) guidelines. In particular, it enables
people to understand the terminology used within the ITIL approach.
Although there is no formal requirement to attend a training course before sitting the exam,
candidates are strongly advised to do so.
The examination consists of a single, “closed book” multiple-choice paper for which one hour is
allowed.
The Foundation Certificate is a prerequisite for the Manager’s and Practitioner’s Certificates in IT
Service Management.
Guidance for candidates is contained in section 2.
1.4.2 Practitioner Certificates

Practitioner Certificates are aimed at those who take part within their organisation in managing and
optimising specific processes within the IT Service Management discipline, and performing the
activities that belong to those processes. While the Manager’s Certificate focuses on managing ITIL-
based solutions across the breadth of Service management subjects, the Practitioner Certificates
focus on the depth of understanding and application of those subjects, treating each subject/area as a
specialism.
Concentrating on practical matters, each Practitioner Certificate goes further than theory alone.
Training course assignments and the examination are based on the actual performance of tasks and
aspects of the activities involved are simulated.
Practitioner Certificates are available for the following ITIL specialist processes:
Incident Management
Problem Management
Configuration Management
Availability Management
Capacity Management
Change Management
Service Level Management
Security Management
Financial Management
Candidates wishing to sit the exam must hold the Foundation Certificate and attend a formal training
course run by an Accredited Course Provider. The mechanism for evaluating candidates’ competence
and knowledge may take 2 forms: a single examination consisting of a 120 minute “closed book”
multiple-choice paper or a written paper, with 60 minutes for answering, plus a 60 minute multiple-
choice paper. In the case of multiple-choice papers, a maximum of 10% of questions may offer only
two alternatives and the questions will be based on an included ‘case study’. Both the written and
multiple-choice papers will be marked by the Examination Institute.

The Foundation Certificate is a prerequisite for the Practitioner Certificate. Practitioner Certificates will
not provide ‘credits’ towards the Manager’s Certificate.
Information for candidates is contained in section 2.
In addition, Examination Institutes may combine two or more subjects into a single examination. In
such cases, the syllabus for a Practitioner Certificate of combined subjects will be drawn directly from
the syllabuses of the separate subjects. Currently available or under consideration are: Change,
Configuration & Release Management and Service Desk, Incident & Problem Management. Where
two or more subjects are combined, the value of the combined certificate will be the same as that of
the sum of the separate subject certificates. Documentation for a combined Practitioner examination
will be produced as appropriate.
1.4.3 Manager’s Certificate

While the Foundation Certificate is primarily focused on understanding the terminology and the
Practitioner Certificates on the processes in a specific area, the Manager’s Certificate is aimed at
those who need to demonstrate a capability of managing ITIL-based solutions across the breadth of
the Service Management subjects.
Candidates must hold the Foundation Certificate and must attend a formal training course run by an
Accredited Course Provider. The examination consists of two written papers. Three hours are
allocated for each paper and 60% of the questions are based on a case study sent to candidates prior
to the examinations. In order to be awarded the certificate, candidates must pass both papers.
Information for candidates is contained in section 2.
1.5 Obligations on participating bodies
1.5.1 Specifications
Examination bodies (Institutes, Agents and Examination Centres) will refer only to the Qualification
Scheme owned by the (UK) Crown, as represented by OGC, and managed by the ICMB in the case
of those qualifications recognised as part of the scheme.
They must use the approved titles and names for the Certificates recognised by the ICMB and
develop and promote examinations based on the commonly agreed specifications and syllabuses.
Examinations must be held in the format as defined in the qualification scheme and as agreed by the
ICMB.
1.5.2 Certificates
Examination bodies shall produce certificates conforming to the requirements of the
trademark licence developed by OGC, and agreed by EIs and OGC. See Schedule 3, para
2.5.
1.5.3 Competition
Examination bodies are free to compete with each other in an open manner.
However, where competition leads to confusion or a drop in quality in a particular marketplace, ICMB
will review the situation and advise the Examination Bodies appropriately. There is more detail under
section 8 Dispute Resolution Guidance.

2 Certificate specifications and syllabuses
2.1 Introduction
This section describes the common standard specification and “syllabus” for each of the current ITIL
qualifications. They are Manager’s, Practitioners and Foundation.
Each Examination Institute shall publish the syllabus for each examination it offers, based on the
agreed common syllabus. When the OGC ITIL guidance, as published by OGC, is updated, a new
syllabus must be agreed by the QLP at publication time, and will be published by OGC. EIs must use
the new syllabus within 6 months of its publication. In this way, examination content will never be
more than 6 months behind the publication of the latest guidance. In reality, ACPs will be notified in
advance of planned changes (and in some cases be involved in the development and/or QA process),
so that the timelag is likely to be shorter.
Examination Bodies (EIs & EAs) and ACPs will publish their own rules and regulations governing the
operation of their part of the scheme, e.g. fees, payment schedules, lead times for exams, appeals,
etc. They must conform to any general principles defined within this document.
2.2 Specifications
2.2.1 General
2.2.1.1 Examination fees
Each Examination Body will publish their schedule of fees and the terms and conditions for payment
of those fees.
Examination Bodies will be free to compete with each other, but should realise that using price alone
as a competitive differentiator, may lead to a compromise in quality. Where competition on price leads
to confusion or a drop in quality in a particular marketplace, ICMB will review the situation and advise
the Examination Bodies appropriately. There is more detail under section 8 Dispute Resolution
Guidance.
2.2.1.2 Invigilation
All examinations will be monitored by one or more invigilators, appointed according to the rules of the
Examination Institute. The essential requirement is that invigilators should not have been involved in
any way with the actual teaching of the candidates. This means that for exams held on a Course
Provider’s premises (including hired venues used purely for that course occurrence), another member
of the provider’s staff can act as invigilator, but not the tutors.
2.2.1.3 Issue of Examination Results
Candidates who take the Foundation exam on-line, will receive notification of success or otherwise
immediately. Other examination results will be notified to the candidates, as soon as is practicable.
(This varies from a few days in the case of Foundation to approximately eight weeks for the
Manager’s exam.) Each Examination Body will publish the normal timings for each exam type. No
results will be given over the telephone, by email or by fax.
In the case of a candidate failing to pass a written paper, the candidate may re-sit the failed paper (i.e.
sit the exam again at a future date).
2.2.1.4 Appeals
All EIs have a written appeals procedure, details of which are available to interested parties in an
open manner, e.g. on each EI’s web pages. These procedures are in line with the common appeals
procedures documented in section 8 of this document.

2.2.2 Foundation Certificate
2.2.2.1 Entry criteria
There are no formal criteria or pre-requisites for candidates wishing to take the Foundation exam.
However, candidates are strongly recommended to attend an accredited training course (which may
be via web-based, self-study). Candidates attending a training course are recommended to choose
one of the accredited course providers.
Again, there are no strict criteria for those wishing to attend an accredited training course, though
some familiarity with IT terminology and an appreciation of their own business environment is strongly
recommended.
2.2.2.2 Format of the exam
The exam consists of a closed-book, 40 question, multiple-choice paper.
For each question, four options are given. The candidate must select the correct answer. One mark is
awarded for a correct answer.
Questions on each examination paper are chosen from a question bank that is regularly updated.
Questions and question papers may be used more than once and therefore providers, candidates or
invigilators are not permitted to retain copies of the exam papers.
In order to prepare candidates properly for the examination, all accredited course providers will be
supplied with a sample examination paper and marking grid.
2.2.2.3 Marking
Exams taken on-line are automatically marked and the result notified to the candidate immediately.
For paper-based exams, the papers are returned to the Examination Institute or Agent, where they
are machine-read and the results generated.
In order to pass, candidates must score 26 marks or higher.

2.2.2.4 Requesting an exam
Most candidates will take the exam on the completion of an accredited training course, where the
course provider will have requested the papers from the EI according to the published rules.
Examination Institutes and Agents will typically also offer a public schedule of events, when
candidates may register and then take the exam.
Course providers may cooperate with an AEC to provide the examination at their venue.
The AEC will be responsible for safeguarding the integrity of the exam process and returning
completed papers to the EI or EA.
Any special conditions for holding exams outside the base country of the EI/EA, such as extended
lead times, will be published by the examination body.
2.2.2.5 Syllabus
In simplistic terms the syllabus is “an overview of IT Service Management as described in the ITIL
books and especially an introduction to the 2 core ITIL volumes Service Support and Service
Delivery”. The exact, agreed syllabus is common to all Examination Institutes that offer the
Foundation Certificate, and is published by each Examination Institute.
This examination aims to measure whether a candidate would be able to act as an informed member
of an organisation involved in developing or operating ITIL-based service management. To this end
they need to show they understand the basic principles and key terminology of the approach.
Specifically, candidates must be able to:-
• Identify the purpose and major content of IT Service Management
• Identify the 10 core processes of Service Support and Service Delivery
• Identify the role of the Service Desk function and the Security Management process.

• Describe the key activities that the different processes/functions involve
• Differentiate between the key responsibilities of each function
• Identify the major affinity groupings of the processes
2.2.3 Practitioner Certificates

The following sections define a common specification for each Practitioner certificate. Individual
syllabuses will vary, since they define the specialised content covered in a particular certificate.
2.2.3.1 Entry to Accredited Courses
The training courses are suitable for candidates who meet the following minimum criteria.
• Holder of the Foundation Certificate in IT Service Management. It is the responsibility of the

training provider to ensure that the candidates hold this certificate before they take the
3
training course. *
• IT practitioner with at least one year’s general IT experience and at least one year’s
experience in an IT Service Management environment either as a practitioner, supervisor or
manager.
• IT practitioner with a number of years experience in a specialised service management
discipline aiming to take on a supervisory / managerial role.
• Taking part in the definition, execution and optimization of a specific ITSM process or
processes within the context of the organisation's business policies and procedures.
• The ability to communicate effectively with managers, subordinates, colleagues, users and
customers.
2.2.3.2 Eligibility for Examination
To be entered for the examination leading to a Practitioner Certificate, the candidate must fill three
requirements.
• Attend an accredited training course and complete the in-course assignment.

• Demonstrate at least one year of general IT experience in an IT Service Management
environment as practitioner, supervisor or manager.
• Hold the Foundation Certificate in IT Service Management
2.2.3.3 Format of the Examination
There are 2 alternative methods of testing candidates’ competence in any certificate; either by a
single, closed-book, multiple-choice paper or by an in-course written assignment AND a multiple-
choice paper.
For the first type, the examination is a closed-book multiple-choice paper consisting of 40 questions.
The time allowed for the examination is two hours.
For the second type, the assignment will last for 1 hour, as will the multiple-choice paper. Each part
will count for 50% of the overall marks.
The questions in the multiple-choice paper (and the assignment if appropriate) are based on a Case
Study and a set of discipline-specific appendices to the Case Study. The Case Study is the same
across all disciplines.
Question papers may be used more than once and therefore providers, candidates or invigilators are
not permitted to retain copies of the exam papers.
Approximately 80% of the questions will be based on the case study and appendices. The remaining
questions will be of a more general nature. Each multiple-choice question will have up to four
possible answers, no more than 10% of them having fewer than three choices and no more than 25%
having fewer than four. One and only one answer will be the correct answer.
3
A candidate may attend a course without the Foundation Certificate but the level of the training will assume knowledge of the
material covered in the Foundation training course and hence the value of such attendance is questionable.

In order to properly prepare candidates for the examination, all accredited course providers will be
supplied with a sample examination paper, case study and appendices and suggested marking
guidelines.
2.2.3.4 Marking
For type 1, the completed examination papers are forwarded to the Examination Body where they are
marked.
For type 2, both the papers and the scripts from the in-course assignments are forwarded to the EI for
marking. Written assignments are doubled-marked for quality and fairness. Each element counts for
50% of the result.
In order to achieve the qualification candidates must score 60% or higher overall.
2.2.3.5 Requesting an Examination
Examination Institutes and Agents will typically offer a public schedule of events, when candidates
may register and then take the exam.
Course providers may cooperate with an AEC to provide the examination at their venue. The AEC will
be responsible for safeguarding the integrity of the exam process and returning completed papers to
the EI or EA.
Any special conditions for holding exams outside the base country of the EI/EA, such as extended
lead times, will be published by the examination body.
2.2.3.6 Syllabus
The syllabus for each Practitioner certificate is based on the relevant chapter(s) of the ITIL volume.
The exact, agreed syllabus for each Practitioner qualification is common to all Examination Institutes
that offer that examination, and is published by the Examination Institute. Each syllabus will involve a
degree of uniqueness, depending upon the subject, but in general, candidates will be expected to:
• Demonstrate understanding of the detailed elements of the specific process
• Design a suitable process for a given situation, taking into account a range of criteria
• Design suitable reports that provide relevant management information
• Identify and respond to potential problems in establishing and maintaining the specific
process
• Demonstrate understanding of the principal key interfaces between the specific processes
and others
2.2.4 Manager’s Certificate

2.2.4.1 Entry to accredited courses
The training courses are suitable for candidates who meet the minimum criteria.
• Holder of the Foundation Certificate in IT Service Management. It is the responsibility of the
training provider to ensure that the candidates hold this certificate before they take the
4
training course); *
• IT practitioner/supervisor with a least five years’ general IT experience and at least two years
experience at a management/supervisory level;
• Responsibility for taking substantial technical decisions affecting the support or delivery of IT
services;
• The ability to communicate effectively with managers, subordinates, colleagues, users and
customers at all levels of seniority.
The courses will be of benefit to IT professionals who either hold responsible positions in IT service
provision or require a knowledge of the interface between, and management reporting procedures
within, the service provision functions or are considering implementing all or part of the IT
Infrastructure Library (ITIL) or are considering implementing a quality management system within the
IT service provision area conforming to BS 15000/ISO 9000.
4
A candidate may attend a course without the Foundation Certificate but the level of the training will assume knowledge of the
material covered in the Foundation training course and therefore the value of such attendance is questionable.

2.2.4.2 Eligibility for Examination
To be entered for the written examination leading to the Certificate, the candidate must fill three
requirements.
• Attend an accredited training course and gain a positive in-course assessment, as defined by
the EI. Whilst this assessed course work does not count towards marks for the examination,
the in-course assessment is an essential part of the training towards the Certificate. The
assessment will be based on exercises, case studies and an oral presentation and results will
be forwarded to the EI by the course tutors using standard forms.
• Demonstrate at least five years of general IT experience and have at least two years of
experience in an IT Service Management environment in a supervisory, managerial or
consultancy role.
• Hold the Foundation Certificate in IT Service Management.
It is important that candidates should have the opportunity to fully digest the material and it is
recommended that there should be a period of at least one-month between completion of the course
and sitting the examination.
2.2.4.3 Format of the Examination
The written examination will consist of two three-hour papers, one predominantly covering the area of
Service Support, the other Service Delivery. There may be considerable overlap in the subject matter
between the two papers.
The examinations are chosen from a question bank that is regularly updated. Questions and question
papers may be used more than once and therefore providers, candidates or invigilators are not
permitted to retain copies of the exam papers.
A case study will be provided to the candidates and the Course Provider’s administrative contact, two
weeks in advance of the examination. Approximately 60% of the questions will be based on this case
study. The remaining questions will be of a more general nature. The candidates will not be
permitted to take their copy of the case study into the exam room. Clean copies will be provided for
each examination paper.
Each paper will have five questions worth 20 marks each. In an examination all five major topics of
the paper will be examined. In each paper, one general question may address the relationship
between several topics, or between these topics and IT Service Management issues such as
outsourcing, Security Management, major organisational changes, etc.
The examination is ‘closed book’.
Answers may be written by hand or input via a “sanitised” pc under the control of the examination
body.
In order to prepare candidates properly for the examination, all accredited course providers will be
supplied with a sample examination paper, case study and suggested marking guidelines.
2.2.4.4 Marking
All scripts are double marked to ensure that marks are consistent and fair. Markers then compare
their scores and will discuss any variations and reach a consensus on the mark to be awarded. In the
rd
event of the markers failing to reach a consensus, the paper is marked by a 3 moderator and the
final mark derived.
To be awarded the Certificate the candidate must achieve 50% or greater in both of the written
examinations.
2.2.4.5 Requesting an Examination
Candidates may only be entered for the examination via an ACP.
Examination Institutes and Agents will typically offer a public schedule of events, when candidates
may register and then take the exam.

Course providers may cooperate with an AEC to provide the examination at their venue. The AEC will
be responsible for safeguarding the integrity of the exam process and returning completed papers to
the EI or EA.
2.2.4.6 Syllabus
Examination Institutes that offer the Manager’s Certificate publish detailed syllabuses based upon the
common “syllabus” described in this document. In simplistic terms the syllabus can be considered as
describing what is needed for a candidate to be able to apply the ITIL-based service management
approach in real life at a managerial level. To this end they need to exhibit a much deeper knowledge,
especially of the 2 core ITIL volumes, Service Support and Service Delivery, than required for the
Foundation qualification. The candidates should be able to show that they can apply the ITIL
philosophy and processes in the development, implementation and ongoing management of an
operational solution. Specifically, candidates must be able to:-
• Produce detailed explanations of all processes, components and techniques.
• Demonstrate that they understand the relationships between processes, components,
techniques and products and can apply this understanding.
• Demonstrate that they understand the reasons behind the processes, components and
techniques of ITIL, and that they understand the principles underpinning these elements.
• Demonstrate their ability to address management issues that may arise during any phase of a
service management programme, including Service Improvement Programmes, feasibility
studies, mission statements, staffing, communication, implementation (including tool support)
and ongoing operation.
• Describe the type, purpose and typical content of a range of management reports including
the types of management metrics to be measured and reported upon.
• Describe the benefits, costs and common problems associated with implementing a service
management solution, including the impact of differing organisational structures, role
definitions, competencies and combination/separation of roles.
Some of the specific elements that are covered under each process/functional area are:
Service Desk/Incident Management

First-line incident support; interface between IT and customers; business system support. Single user,
multi-access and distributed service desk systems. Reporting IT service quality. Designing a service
desk system; incident control; incident record content; use of scripts; use of incident management
coding systems.
Configuration Management
Configuration items and their relationships; control, levels, variants, models, versions and copies;
naming conventions; baselines. Building, implementing and managing a configuration management
database; using it to manage problems and changes. Configuration audits.
Problem Management
Incidents, problems and known errors. Incident control; problem control and prevention; error control
procedures. Coding systems for problem/error categorisation impact, urgency and priority.
Change Management
Organisation of the change management function; role of the Change Advisory Board. Procedures
and forms for handling requests for change; priority levels and handling urgent changes; change
authorisation. Scheduling, testing and implementation of changes. Interface with project
management.
Release Management
Storage of management-authorised software in both centralised and distributed systems. The
definitive software library. Release of software and related hardware into the live environment.
Distribution of software to remote locations. Implementation (bringing into service) of software and
hardware, through well designed and effective procedures.
Service Level Management

Planning, negotiating and managing service level requirements and agreements; structure and
content of typical service level agreements; key service items.

Capacity Management
Modelling and simulation; building a capacity management database; workload management,
demand management, application sizing, resource management, work scheduling; performance
monitoring and tuning; network modelling and capacity planning.
IT Service Continuity
Types of service disruption/computer disaster. Risk analysis and management. Contingency options:
hot/cold, internal/external, fixed/portable. Creating a contingency plan using a “pro forma”;
implementing and testing the plan.
Financial Management for IT Services

Cost centres and profit centres. Principles of IT budgeting, accounting and charging; charging
policies. The importance of money as a management metric.
Availability Management
Planning and maintaining IT systems. Recovery of failed systems. Ensuring that the availability and
reliability of IT services to users is in accordance with service level agreements. Relationship with the
major Security Management topics.

3 ITIL Certification Management Board Charter
3.1 Aim
The aim of the IT Service Management Certification Management Board is to maintain and promote
an internationally recognised, global standard Qualification Scheme in IT Service Management, based
on ITIL
3.2 Responsibilities
The responsibilities of the ICMB are to:
• establish the certification structure for ITIL qualifications

• contribute to, and act in support of, the Crown Copyright specifications for each qualification
within the scheme - including the definition of the “syllabuses”, the format of the
examinations/testing mechanism for each qualification and the general rules governing the
provision of training and the acquisition of the qualifications
• accredit, using an independent auditing body, Examination Institutes licensed to develop
exams for the certificates in ITIL Service Management based on the Crown Copyright
material . Accreditation will last for three years, after which re-accreditation will be required.
• periodically audit Examination Institutes to ensure the integrity of the scheme is not being
compromised
• establish and manage a dispute resolution process that enables Examination Institutes,
Examination Agents, Course Providers and candidates to report and/or escalate grievances
against other parties where they believe that the normal process has been exhausted without
satisfactory resolution or where the breach is considered sufficiently serious to warrant it. The
dispute resolution process is described in section 8.
• carry out sanctions against any offending body, including the withdrawal of accreditation to
offer specific qualifications and/or the recommending of withdrawal of permission to use the
entire Crown Copyright material and associated trade mark(s)
• promote co-operation in the development and sharing of qualifications, exam specifications
and examination questions
• co-operate to ensure the integrity and consistency of the examinations, individually and
collectively
• facilitate the transition of the accreditation of any party in the event their current provider
withdrawing or being expelled from the scheme.
3.3 Membership
Membership of the ICMB comprises representatives from
• the Office for Government Commerce (OGC) representing ITIL IPR, Crown Copyright owners
and exerting its stewardship role in ITIL
• itSMF International representing both the user community and commercial product and
service suppliers globally
• accredited Examination Institutes
The Board may offer membership to other parties who might contribute to the establishment and
improvement of the Qualification scheme.
3.4 Operation
It is not intended for the Board to add significant overheads to the scheme, so the operational rules
are deliberately simple.
• An Examination Institutes (EI) shall, upon achieving accredited status, automatically earn a
place on the ICMB and will be expected to contribute to the ICMB’s decision-making
processes, and shall respect the property, rights and reasonable interests of the members of
the ICMB.
• An itSMF International representative shall act as the chairman of the board.

• The board will meet at least twice per year, though electronic communication will play an
increasingly vital role and ad-hoc meetings can be arranged as required.
• Decisions will be taken by consensus and if necessary by a simple majority (each party
having one vote). All parties must be represented to form a quorum for voting purposes. The
chairman does not have a casting vote.
• An exception to the consensus/majority voting rule occurs in the case of approving a new EI,
where existing EIs may not veto a favourable decision agreed by OGC and itSMFI.
• All parties represented on the ICMB agree to abide by the consensus/majority decision,
except in circumstances where a decision conflicts with the interests of The Crown. In such a
circumstance OGC will be obliged to abide by UK Government policy, and to protect its
interests both in Crown Copyright and in its registered trade marks. OGC may veto any
proposal
- which it considers makes inappropriate use of its trademarks, registered trademarks,
copyright materials, or other intellectual property rights
- is inconsistent with its role of stewarding the ITIL product
- is contrary to wider government policy
• In order to protect its IPR, OGC will require a separate formal agreement with EIs regarding
use of IPR. Upon accreditation, an EI shall enter into a formal agreement with OGC, the
owner of the ITIL IPR, entitling the EI to use ITIL IPR and trademarks of OGC, for which it will
agree to keep its examination syllabuses in step with current ITIL guidance published by OGC,
and will pay OGC an examination fee for each candidate examined.
• The board may request that the Qualification Liaison Panel (QLP) investigates issues of detail
regarding the examinations, and the board will consider issues put to it by the QLP
• There will be no direct funding associated with the ICBM, meetings being held at premises of
the individual members and the costs associated with these meetings being borne by the
members.
• Accreditation and Audit activities relating to the accreditation of new Examination Institutes
will be performed by itSMF International, as the independent body, and the relevant fees will
be paid direct to itSMF International by the applicant. A schedule of fees will be found at
http://www.itsmf.com/itilexams and will be subject to annual review by ICMB.

4 Examination Institutes
4.1 What is an Examination Institute?
An Examination Institute (EI) is an organisation accredited by an independent body through the ITIL
Certification Management Board (ICMB) to operate an examination scheme bearing the “seal of
approval” of the ICMB according to its charter.
4.2 What can an Examination Institute do?

Each Examination Institute is authorised to
• Develop and promote a set of examinations based on the common UK Crown Copyright
syllabuses and guidelines that lead to the universally recognised ITIL certificates as defined
by the ICMB. The examination questions may be produced by the EI or sourced from other
EIs under an agreed commercial arrangement
• Use the ITIL trade mark and other OGC IPR in its ITIL qualification marketing material and
certificates, through a formal agreement with OGC. Upon accreditation, an EI shall enter into
a formal agreement with OGC, the owner of the ITIL IPR, entitling the EI to use ITIL IPR and
trademarks of OGC, for which it will agree to keep its examination syllabuses in step with
current ITIL guidance published by OGC, and will pay OGC a nominal examination fee for
each successful candidate examined.
• Accredit Examination Agents to act on its behalf
• Accredit Authorised Examination Centres to host ITIL examinations
• Accredit Course Providers to deliver specific training programmes leading to particular ITIL
qualifications
• Operate a schedule of examinations, including handling all administrative aspects relating to
each examination, hosting examinations, appointing invigilators, marking examination papers,
notifying candidates of results and issuing certificates in line with the ICMB guidelines.
4.3 Conditions
An organisation wishing to become and/or remain an Examination Institute must satisfy the following
conditions.
1. The organisation must be independent from any Course Provider or other party where there is
a possibility of a conflict of interest between the activities in which the organisation engages
2. The organisation must be a legally constituted and recognised body according to the laws of
the country in which it is based
3. The organisation must be able to demonstrate 5 years’ experience in the successful operation
of examination schemes
4. The organisation must be able to demonstrate, through audited accounts, its financial viability
to operate and maintain the scheme for a reasonable period in the future
5. The organisation must be able to demonstrate its administrative capability to operate the
scheme at the appropriate level of service quality. This includes having both the operational
processes and procedures necessary for such administration and having sufficient,
appropriately trained staff to execute them. Such processes and procedures should be
aligned to those defined by the ICMB and cover the areas defined in section 4.4.4.3.
6. The organisation must have or be capable of establishing a set of documentation, aligned
with that defined by the ICMB and detailed in section 4.4.4.4.
7. The organisation must have or be capable of establishing a formal ITIL Certification body
comprising subject matter experts and typically representing a cross-section of the industry,
i.e. users, training providers and industry bodies such as the itSMF. This body is to be
responsible for ensuring that the qualifications conform to the requirements of the common
syllabus and meet the needs of the local communities in the areas of the world in which the EI
offers examinations.
8. The organisation must have, or be capable of establishing, a formal group of at least 4
experienced and qualified service management experts who can act as examination markers
9. If intending to use local Examination Agent (EA) staff to mark examinations requiring
intellectual input, e.g. the ITIL Manager’s Certificate, the examination markers are
accountable to the Examination Institute for that purpose. This means that for the process of

examination marking, the EA staff are, in effect, acting as EI staff and are managed and
monitored accordingly.
10. The organisation must have, or be able to establish, a panel of examiners to write relevant
questions, answers and/or marking guidelines or be able to demonstrate the process whereby
they would contract third parties to provide such material
11. The organisation must have or be able to establish a group of individuals capable of
supervising and invigilating the examination, maintaining the confidentiality and integrity of the
process
12. Examinations offered by the EI must be open to all candidates who meet the entry criteria
defined in the examination specification
13. The organisation must provide statistics of examination results, by exam type, date and
country, to the ICMB on a quarterly basis. Where local Examination Agent staff are used for
marking, this should be clearly identified. These statistics are to be sent in the first instance to
itSMF International, at the address shown in 4.4.2.
14. The organisation shall only refer to its examinations as being part of the ITIL Qualification
Scheme where those examinations are recognised by the ICMB as being part of the Scheme
15. The organisation shall not launch into the market place any new examinations that it has
created as part of the ITIL Qualification Scheme, prior to approval of the ICMB. This approval
will be at the recommendation of the QLP.
16. The organisation shall use only the approved titles, logos and names for examination
Certificates recognised by the ICMB, and may only use OGC trademarks, logos or other IPR,
after entering into a formal agreement with OGC. Examination bodies shall produce
certificates using their own corporate image, providing that:
• the agreed titles for the different certificates are used
• OGC, ITIL and itSMF International logos appear on the certificate, including usual
copyright acknowledgements
• the certificate types are agreed with OGC as part of a formal agreement, and lodged
with OGC under version control.
• in the case of Examination Agents and Authorised Examination Centres, that the
accrediting Examination Institute’s certificate is used.
17. The organisation shall, in the case of examinations for Certificates recognised by the ICMB,
use or develop only examinations that conform to the format approved by the ICMB
18. The organisation shall, upon achieving accredited status, automatically earn a place on the
ICMB and will be expected to contribute to the ICMB’s decision-making processes, and shall
respect the property, rights and reasonable interests of the members of the ICMB
19. The organisation will notify the ICMB at the earliest opportunity of any intention to withdraw
from the scheme.
4.4 Becoming an Examination Institute

The ITIL Certification Management Board is responsible for the accreditation of Examination Institutes.
Any organisation wishing to become an Examination Institute needs to formally apply to the ICMB.
The process is described in the next sections. (NB The full process assumes that an applicant is
starting from scratch. Where the organisation is already an accredited Examination Agent, Phase 1
may be satisfied by a simple letter of application and the level of Phase 2 documentary detail and the
depth of the audit investigation will be lower.)
Organisations applying to become an EI must be able to offer the full range of qualifications.
4.4.1 Phase 1
An application to become an EI is submitted to the ICMB via its management agent, itSMF
International. The purpose of Phase 1 is to enable organisations to apply at minimal cost to
themselves and the ICMB, to enable a quick evaluation of the viability of a full application.
Applicants should be aware that although the quantity and quality of supporting documentation
required at this stage is relatively minimal, it is wise to ensure as far as is possible that the
organisation would be able to satisfy the full requirements as specified in sections 4.3, 4.4.4.3 and
4.4.4.4 before submitting the application.
No fee is payable at this stage.

Three copies of an application must be submitted to the ICMB management agent (itSMF
International) at the address noted in section 4.4.2 below. The application must include the following
information:
1. Organisational details, e.g. address, level of permanent and voluntary support, name of
legally responsible member of staff (permanent), any links with organisations that may have
an interest in examination results.
2. Outline of experience in the examination field
3. Brief financial details sufficient to demonstrate viability
4. Proposed area of operation including indications of where the candidates will be sourced
5. Outline of facilities available for the hosting of examinations
.
A sample pro-forma application can be obtained from itSMF International.
itSMF International will review the application and make any necessary initial enquiries to assess the
suitability of the application. This process stage will take no more than two weeks.
The ICMB will be notified of the application together with the itSMF International recommendation.
This may be one of three responses: “reject”, “defer for further information” or “recommend for Phase
2”. Applicants will be notified immediately of the result, together with reasons where appropriate.
4.4.1.1 Rejection
An application may be rejected at this stage for a number of reasons. These may include any one or
more of the following:
The organisation is deemed inappropriate by virtue of

• evidence of poor performance/reputation within the marketplace
• a conflict of interests between being an Examination Institute and other activities in which the
organisation is engaged
• the geographical marketplace in which it wishes to operate is already adequately served by
existing Institutes and no useful advantage for the scheme as a whole is seen in increasing
competition
4.4.1.2 Deferment
This situation will normally only occur where the level of documentation supplied does not enable a
proper evaluation to take place.
4.4.1.3 Recommend for Phase 2
Successful applicants will be invited to submit a full application
4.4.2 Address for submission

Applications should be submitted to following address, clearly marked as “Confidential – ITIL
Examination Institute application”.
itSMF International
Webbs Court
8 Holmes Road
Earley
Reading, UK
RG6 7BH
4.4.3 Phase 2
On successful completion of Phase 1, applicants must submit a full application

4.4.4 Making a Full Application
4.4.4.1 Requirements
An organisation wishing to apply for Examination Institute status must first be aware of all
requirements as stated in this document.
Three copies of the application must be submitted to the ICMB agent together with the accreditation
fee. A schedule of all relevant fees can be found at http://www.itsmf.com/itilexams. The fee is to
cover expenses incurred in the evaluation process. The fee is not returnable in the event of failure to
be approved by the ICMB for accredited Examination Institute status.
4.4.4.2 Evaluation process
Assessors will be appointed to evaluate the application. The assessment will entail visiting the
applicant organisation to audit specific aspects of the application.
The application at this stage must provide sufficient detail for the assessors to perform a reasonable
evaluation and determine those aspects of the applicant’s operation that they need to audit. The
application must therefore address all the points identified in section 4.3.
A sample pro-forma application can be obtained from itSMF International by emailing

qualifications@itsmf.com.
The assessors will contact the applicant organisation to arrange the timing of the audit visit. They will
also normally indicate any specific aspects of the operation that they wish to examine. Applicants
must ensure that all relevant documentation is available for scrutiny and that the assessors are
accorded the opportunity to inspect any facilities, interview staff and audit process flows.
4.4.4.3 Processes and procedures
The minimum set of documented processes and procedures that must be in place are:
• registration of examination candidates
• notification to candidates of examination date, time and venue and dispatch of relevant
material (e.g. case study)
• maintaining the security of examination papers
• appointing and monitoring the performance of invigilators
• marking completed papers, ensuring fair and consistent results
• special needs policy
• provision of a mechanism to enable candidates to re-take examinations
• a defined appeals process
• a defined dispute resolution procedure for Examination Agents, Course Providers and
Candidates to use
• notification of results
• issuing certificates
• maintaining statistics of distinction/pass/fail rates by exam type, date and training course
provider
• producing examination questions, answers and marking guidelines
• accounting for all income and expenditure including exam fee and accreditation income,
royalties or other payments to EIs, expenses incurred in running exams, hosting board,
examiner and other meetings
• accreditation, audit and re-accreditation procedures for:
- Course Providers and individual trainers
5
- Examination Agents
- Authorised Examination Centres
• quality control and continuing improvement
Implicitly, most of these processes and procedures require the maintenance of a set of underlying
records containing the relevant data.
5
If at the time of evaluation the applicant organisation does not intend to implement these last 2 aspects, then these processes
need not exist. However, before subsequently initiating activities in any of these areas, the EI would have to notify the ICMB of
their intention to do so and may be required to demonstrate compliance at this stage.

4.4.4.4 Documentation
The minimum set of documentation that must be maintained consists of
• Guidance and syllabus for prospective candidates for each examination offered
• Regulations and guidelines for Course Providers for each examination offered
• Specific instructions for each examination
• Duties for Moderators, Examiners and Question Writers
• Standard forms and letters for use by Course Providers, Invigilators, Examination Agents &
Examination Centres
4.4.4.5 Outcomes
Following the completion of the evaluation, the assessors will report back to the ICMB with their
recommendation.
The ICMB will not unreasonably withhold endorsement of any favourable recommendation. In the
event of a dispute, OGC will make the final decision. Applicants will be notified as soon as possible of
the outcome and no appeals shall be permitted. An applicant may reapply after a minimum period of 6
months has elapsed.
The outcome may be:
Accreditation in full
The organisation will be able to start promoting examinations immediately and commence the
accreditation of Course Providers, etc.
Accreditation with notes
As above, but where the EI does not currently intend to accredit EAs or produce exams.
Deferral
Accreditation is deferred until minor non-conformances are rectified.
Rejection
The evaluation has uncovered serious flaws or concerns about the organisation’s ability to provide
and maintain the examinations to the acceptable level.
The applicant will be granted a formal debriefing session if requested.
4.5 Maintaining the standard

Upon being accepted as an Examination Institute, the organisation automatically gains a place on the
ICMB and is both eligible and obligated to contribute to the operation of the Board.
Examination Institutes are required to comply with any changes in regulations that the ICMB make.
Sufficient notice will be given to EIs to enable them to initiate changes within their processes and
procedures.
The ICMB will monitor the performance of Examination Institutes in a variety of ways, e.g. by short
notice audit visits (24 hours notice will be given) and by assessment of examination results. In the
event of the ICMB undertaking an audit visit, the resulting report will be sent to the Examination
Institute and will be treated as "In Strictest Confidence". Execution of monitoring duties will normally
be delegated to itSMF International.
Accreditation may be withdrawn at any time if examinations are being offered in conditions that
contravene those specified at the time of accreditation. For example, due consideration will be given

to the current quality of administrative staff and processes, examination venues, etc. Examination
Institutes must not make misleading claims regarding the examinations and must ensure that where
problems are identified prompt, appropriate remedial action is taken.
Re-accreditation of an EI will take place every 3 years. This re-accreditation will normally be through a
‘paper’ audit, but may also involve an audit visit (a minimum of 1 month’s notice will be given).
Accreditation and re-accreditation will involve payment of a fee. A schedule of fees, including
registration and re-accreditation, can be found at http://www.itsmf.com/itilexams

5 Examination Agents
5.1 What is an Examination Agent?
An Examination Agent (EA) is an organisation that has a contract with an Examination Institute (EI) to
act on behalf of the Examination Institute with respect to the operation of its examination scheme. An
EA will be appointed to this role after it has been accredited by an EI. An EA may have a contract with,
and have been separately accredited by, more than one EI. The contract will specify which
qualifications from the ITIL Qualification Scheme are included.
5.2 What can an Examination Agent do?

An Examination Agent is authorised to:
1. Operate a schedule of examinations, provided under contract by an Examination Institute,

including hosting examinations, collecting entry fees, appointing invigilators, marking
6
examination papers where this is a mechanistic process , e.g. the Foundation examination,
notifying candidates of results, and issuing the Examination Institute’s certificates
2. Use the ITIL ® trade mark in its ITIL qualification marketing material in accordance with terms
of the Trade Mark Licence granted to the EA by OGC, following the EAs accreditation by the
EI.
In respect of item 1, the Examination Agent will provide suitable examination venues, independent
invigilators and will provide the appropriate administration to enable candidates to sit examinations
and receive results and certificates from the Examination Agent. This will be done using the
documentation defined by the Examination Institute or agreed between the parties. The Examination
Agent will be responsible for collecting examination fees from candidates, paying the invigilators and
meeting the financial obligations identified in the contract with the Examination Institute.
In acting on behalf of the EI, the EA will meet the same level of quality and administration
requirements as those required of the EI in its operation of the examination scheme. As the
accrediting body, the EI is responsible for the EA’s adherence to the required quality standards and
conditions. The contracted EA’s ‘accredited’ status will last for a maximum of 3 years. Should the
contract end before this time, the EA will lose its ‘accredited’ status. Renewal of the EA’s ‘accredited’
status within the period of the contract, and renewal of the contract, is at the discretion of the
Examination Institute.
The contract will cover the provision of examination materials from the Examination Institute.
5.3 Making an Application

An organisation wishing to apply for Examination Agent status must first be aware of all requirements
as stated in this document, together with any specific documentation issued by the Examination
Institute. An application for accreditation must be submitted. The accreditation process involves the
scrutiny of all aspects of the application. The purpose is to assure the Examination Institute that an
organisation has the ability to act as an Examination Agent.
An application must be submitted to the Examination Institute and any fee paid. The application must
include the following information:
• Organisational details, e.g. address, level of permanent and voluntary support, name of
legally responsible member of staff (permanent), links with organisations that may have an
interest in examination results.
• Details of the standard venue, e.g. how many candidates could sit, access to facilities for
candidates, etc.
• Assurances that venue requirements will be met for 'on-site' examination venues.
• Details of how the required security procedures will be met for the storage and processing of
examinations.
6
Under special circumstances, an EA may mark examination papers requiring intellectual input, e.g. the ITIL Manager’s
Certificate.

• Sample CVs of intended invigilators and agreement to inform the Examination Institute of new
invigilators if appointed.
• Indications of where the candidates will be sourced.
• Indication of expected frequency of examinations and number of candidates
• Procedures for administering examinations from registration to supply of certificates.
• Assurances that the Examination Institute will be provided with all required candidate details
within three weeks of the examination date.
The Examination Agent MUST NOT BE a course provider or any organisation that has commercial
interests in individual candidate results.
An accreditation fee may be charged at the discretion of the Examination Institute.
The Examination Institute will appoint reviewers to assess the application according to its established
processes. The Examination Agent will be informed of the progress of their application.
The Examination Institute will make arrangements for the assessors to make an inspection visit. The
visit would normally take at least a half-day and applicants must allow access to all documents,
persons, premises, equipment, etc relevant to the application.
During the course of the evaluation the assessors may:
- reject the application and request re-submission where there are major anomalies
- request clarification on minor points and suggest enhancements to address minor

issues;
After the assessors have evaluated all materials, the Examination Institute will make one of the
following decisions:
- Grant unconditional approval for the accreditation period

- Grant conditional approval - conditions will state which aspects of the examination
administration process should be reviewed.
The decision will be communicated in writing to the applicant, and will usually include permission to
advertise the provision of examinations.
5.4 Maintaining the standard

Examination Agents are required to comply with any changes in regulations that the Examination
Institute makes, either as a result of changes to the scheme itself or through changes to the EI’s
operating practices. Sufficient notice will be given to EAs to enable them to initiate changes within
their processes and procedures.
The Examination Institute will monitor the performance of Examination Agents in a variety of ways,
e.g. by short notice audit visits (24 hours notice will be given) and by assessment of examination
results. In the event of the Examination Institute undertaking an audit visit, the resulting report will be
sent to the Examination Agent and will be treated as "In Strictest Confidence."
Accreditation may be withdrawn at any time if examinations are being offered in conditions
significantly different from those specified at the time of accreditation. For example, due
consideration will be given to the current quality of administrative staff and processes, examination
venues etc. Examination Agents must not make misleading claims regarding the examinations and
must ensure that where problems are identified, prompt appropriate remedial action is taken.
5.5 Re-accreditation
At the end of each accreditation period, the Examination Institute will conduct a review and may wish
to visit the Examination Agent. If the review proves satisfactory, accreditation will be renewed for a
further agreed period.

5.6 Agreement Form
Once Examination Agent status has been granted, an agreement must be completed and signed by
both parties.
5.7 Fees
There will normally be a fee for reviewing the application and for the periodic renewal of Examination
Agent ‘accredited’ status. The Examination Institute and Examination Agent will have a contracted
commercial arrangement. This will normally be on a royalty per candidate basis
5.8 Sourcing of Examinations

The Examination Agent will receive examination materials from the Examination Institute for the
licensing of examinations.
5.9 Additional Information for Examination Agent Requirements

The Examination Institute will have a defined set of processes, procedures and documentation that
they will require the Examination Agent to use and conform to. This will include the following:
• Examination Room Requirements
• Invigilator Person Requirements
• Requirements for Storing Examination Papers
• Requirements for Storing Registration Forms and Examination Answer Sheets
• Requirements for Storing Candidate Details and Results
• Recommended Administrative Process
• Instructions for Conducting Examinations
• Instructions to Accredited Providers
• Standard Forms
• Standard Letters
• Dispute Resolution Process
• Special Needs Policy

6 Authorised Examination Centres
6.1 Definition
An Authorised Examination Centre (AEC) is an organisation that has a contract with, and has been
accredited by, an Examination Institute (EI) to act as an examination venue for specified examinations
supplied by that EI. An AEC may have a contract with, and have been separately accredited by, more
than one EI.
The AEC will provide a suitable examination venue, an independent invigilator approved by the EI and
will provide the appropriate administration to enable candidates to sit examinations and receive
results and certificates from the EI. This will be done using requirements and templates provided by
the EI. The AEC will be responsible for collecting examination fees from candidates, paying the
invigilator and meeting the financial obligations identified in the contract with the EI.
In hosting the EI’s examinations, the AEC will meet the same level of quality and administration
requirements as those required of the EI in the situation where the EI provides its own venue. As the
accrediting body, the EI is responsible for the AEC’s adherence to the required quality standards and
conditions. The contracted AEC’s ‘accredited’ status will last for a maximum of 3 years; should the
contract end before this time, the AEC will lose its ‘accredited’ status. Renewal of the AEC’s
‘accredited’ status within the period of the contract, and renewal of the contract, is at the discretion of
the EI.
The AEC will also be authorised to support accredited course providers by providing the
administration and invigilation of exams at the course providers’ venue(s).
6.2 Application
An organisation wishing to apply for AEC status must first be aware of all requirements as stated in
this document, the agreement form and all associated documentation.
The application must be submitted to the EI in the defined manner (e.g. No. of copies, delivery
address, etc) and the appropriate fee paid. The application must include the following information:
• Organisational details of the applicant
• Details of the venue(s)
• Details of how the required security procedures will be met
• CVs and letters of intended invigilators.
• Indications of where the candidates will be sourced.
• Indication of expected frequency of examinations.
• Procedures for administering Foundation examinations from registration to supply of
certificates.
• Any other information required by the EI
The Authorised Examination Centre MUST NOT BE a course provider nor any organisation that has
commercial interests in individual candidate results.
An accreditation fee will be charged.
6.3 Invigilation of Examinations

To be approved by the EI, the invigilators must have the following characteristics.
• No involvement with organisations that might have an interest in the candidate results.
• Experience in examination supervision is preferred but advice can be given.
• Ability to prevent and recognise inappropriate behaviour by candidates, e.g. candidates must
not be allowed to talk to each other, look at each other’s work, pass notes or create
distractions to other candidates.
• Good record of timekeeping.
The invigilator must agree to follow the instructions as given in the agreement document and any
other instructions provided by the EI.

6.4 Audit
The EI is responsible for ensuring that security and venue requirements are being met as agreed.
6.5 Fees
The AEC agrees to charge the same examination fee as the EI would charge for direct candidates
and will retain an agreed percentage of each candidate’s fee.

7 Accredited Course Providers
7.1 What is an Accredited Course Provider?
An Accredited Course Provider (ACP) is an organisation accredited by an Examination Institute (EI) to
provide training in support of the ITIL Qualification Scheme. The accreditation is in accordance with
the Examination Institute’s rules and regulations, based on the standard requirements laid down by
the ITIL Certification Management Board (ICMB).
As the accrediting body, the Examination Institute is responsible for the ACP’s adherence to the rules
and regulations for accreditation and to the required quality standards and conditions associated with
the ITIL Qualification Scheme.
7.2 What can an accredited course provider do?

An Accredited Course Provider is authorised to:
• Operate a schedule of accredited training courses leading to the one or more of the ITIL
Certificates
• Use the ITIL® trade mark in its accredited course marketing material. Note that permission to
use OGC trademarks and logos is subject to a formal agreement between the ACP and the
OGC.
• Use text and diagrams from the relevant ITIL publications. Permission to use ITIL content (i.e.
text and diagrams) is subject to a formal agreement between the ACP and the OGC, acting
on behalf of OPSI, there being special terms available for ACPs.
• Request examinations from the Examination Institute
7.3 Accreditation requirements

Each Examination Institute will publish a set of guidelines about how to become an Accredited Course
Provider. There will be a number of common elements that potential ACPs need to consider when
submitting their applications. These are detailed in the sub-sections below.
7.4 Host Organisation

There are no restrictions relating to the nature of the provider that may run an accredited training
scheme. Education and training establishments, private or public, large or small, are eligible, as are
establishments providing their own in-house training. The venue must be suitable but need not be in
premises owned or managed by the provider.
The organisation may be accredited to run one or many of the training courses.
7.5 Courses
In order to cover the relevant syllabuses, a minimum number of hours training time will be required.
For the courses included in this scheme at time of writing, the requirements are:
Manager’s. 80 hours (40 hours service support, 40 hours service delivery). Of this time, 30 hours of
direct contact are required in each of the service support and service delivery training sessions. It is
expected that most courses will involve more than this minimum, e.g. in two one-week modules.
Practitioners. 18 hours of which 16 should involve direct contact.
Foundation. 18 hours of which 16 should involve direct contact. [This applies for classroom-based
training. On-line learning packages are evaluated to ensure that the material is covered in sufficient
depth, breadth and clarity to satisfy the learning requirements. Since such packages are designed to
enable students to control their own learning pace, no minimum hours are defined.]

It is essential that delegates undergoing training become familiar with the content of the relevant
volumes of the ITIL. Therefore the volumes should be available to delegates during the training
course.
7.6 Staffing
7.6.1 Competence
All course tutors must be accredited by the Examination Institute. Each EI will publish the rules
governing accreditation of individual trainers. For each certificate, there is a minimum set of
requirements that tutors must satisfy.
Manager’s:
In order to be accredited as a tutor, each applicant must
• Hold the Manager’s Certificate in IT Service Management.
• Demonstrate a suitable mix of practical experience across IT and the ITSM disciplines of at
least 5 years duration
• Demonstrate at least 2 years experience in a managerial/supervisory role
• Demonstrate competence to run training courses.
Guest specialists’ in particular topics do not require the approval of the EI but may be used to deliver
no more than 20% of the course.
Practitioner:
• Hold the relevant Practitioner’s Certificate or the Manager’s Certificate
• Demonstrate a suitable level of practical experience in the specific discipline, as well as
sound familiarity with closely related ones, of at least 3 years duration
• Demonstrate competence to run training courses.
Foundation:
• Hold the Manager’s Certificate or be able to demonstrate equivalent knowledge (at a
minimum this should include having held the Foundation Certificate for at least 2 years &
having at least 5 years practical experience across a range of ITSM disciplines)
• Demonstrate a suitable level of practical experience across the ITSM disciplines
• Demonstrate competence to run training courses
7.6.2 Delivery ratios

For each course type, different ratios of tutor attendance are required. The minimum numbers are as
follows:
Manager’s: For at least 75% of the tuition hours, more than one course tutor must be present, in
order that the in-course assessment of candidates’ practical work can be properly conducted.
It is recommended that there should be a minimum of six students on a course.
Foundation: Where student numbers are 16 or less, one tutor is sufficient. If numbers are greater
than 16, two tutors must be present for the duration of the event.
7.6.3 Students
Minimum requirements for candidates are defined for each certificate. These are included in the
relevant certificate documentation. It is the CP’s responsibility to satisfy themselves as to a
candidate’s suitability and eligibility to enter the examination.

7.7 Submitting an application
7.7.1 Initial Contact and Notice Period

Organisations wishing to offer training leading to the Certificate must apply to an Examination Institute.
Before accreditation, applicants are not authorised to advertise their intention to offer such training.
Breach of this rule may lead to rejection of the application.
Applicants are encouraged, in their own interests, to allow four to five months between application
and the expected date of the first course.
7.7.2 Application Submission

All applications should be made in writing. The precise details of the submission, e.g. number of
copies, delivery address, etc will be defined and published by the EI.
7.7.3 Accreditation Fee

The current accreditation fee becomes due on submission of the application.
A schedule of current fees may be obtained from the EI.
7.7.4 Content of Application

Evidence is required of detailed planning and thought in the preparations to run accredited training.
Elements of the application may be based on published documents and other existing material.
However, it is important that such items should not be used as substitutes for proper consideration of
all aspects of the course of study to be provided.
7.7.4.1 For course providers already accredited for another course type:
• Proposed course timetable
• Copies of teaching and student materials
• Staffing details
7.7.4.2 For all other applicants:
• Organisation profile: nature and status of organisation; a brief history and an account of other
training activities; the relationship between the unit that will provide the training and the
applicant.
• Staffing: proposals for resourcing the course and CVs for all proposed course tutors (see
Section on staffing). Course Providers should not underestimate the effort involved in
reviewing exercises, completing assessments and giving feedback to students. An EI may
also require further information about administration staff.
• Students’ Course Work: procedure to be used for assessing each student, in line with the
requirements of the EI as defined for each certificate.
• Course details: aims and objectives; course format and programme including an overview of
each session; and detailed timetables demonstrating understanding of the syllabus and the
course requirement, showing the division between formal lectures and case study, exercises
etc.
• Hard copies of teaching and student materials.
• Delegates: expected source (e.g. own staff, clients’ staff); expected profile (previous
experience, age range, etc); wording to be used in advertisements; policy and procedures for
admission; proposed numbers per course.
• Expected location(s) of courses: it is not necessary that these should be in premises owned
or managed by the applicant, but adequate facilities must be available.

Applicants should include any brochures and company profiles, or other documents that may be of
assistance in the evaluation.
7.8 Evaluation of Application

The evaluation of the application is carried out in a manner defined by the EI. As a result of the
evaluation, the applicant may be required to provide additional/amended information.
The Examination Institute will make available details of scheduled meetings to assist organisations in
submitting applications in a timely manner.
Representatives of the EI may wish to make an inspection visit. The visit will normally take at least
half a day, and applicants should be prepared to allow access to documents, persons, premises,
training materials, equipment, or any other information relevant to the application. During this visit,
the EI representatives may offer advice on accreditation requirements.
7.9 Accreditation Approval

Upon receipt of a favourable evaluation report, the EI will grant authority to offer accredited training,
normally for a period of three years. The approval may be contingent on the training provider
accepting specific conditions laid down by the EI. The decision will be communicated in writing, and
will include permission to advertise the course.
7.10 Accreditation Retention

The EI will conduct audit visits to courses in progress for the purpose of examining the methods of
training, the assessment of candidates and other relevant aspects of the course.
Accredited Course Providers are expected to comply with any changes in the regulations or the
syllabus that may, from time to time, be introduced. These changes will be derived from and conform
to the ICMB approved qualification scheme. Changes will be notified to ACPs according to the agreed
notification period. An ACP failing to comply with the changes will have its accreditation withdrawn.
In addition, accreditation may be withdrawn at any time in the event of evidence being received of
unsatisfactory standards and of the ACP having failed to take remedial action.
7.11 Changes/Additions to Accredited Courses

ACPs must seek approval for any significant variations to the timetables(s) and/or course materials,
and for any proposed new course tutors. Such requests for approval should be made via the
nominated contact point at the EI.
7.12 Accreditation Renewal

If, at the end of the three-year period of accreditation, the course provider wishes to apply for re-
accreditation, the EI will conduct a review and might wish to visit the course provider. Provided that
the review proves satisfactory, accreditation will be renewed for a further three-year period. The
provider will be required to pay a fee for the accreditation renewal.
7.13 Dispute Resolution

Each EI will have published processes and procedures governing appeals against exam results and
accreditation decisions, as well as how to raise queries and complaints about other ACPs’ behaviour.
In the event of there being no satisfactory outcome to such matters, ACPs may request escalation to
the ICMB. The procedure for doing so is documented in section 8.
7.14 Obligations
7.14.1 Entry to Accredited Courses

The training courses are suitable for candidates who meet the minimum criteria as defined by the EI
and based on the general requirements described in section 2.

ACPs are responsible for the participants of their ITIL training courses meeting the entry requirements
for such courses.
7.14.2 Eligibility for Examination

To be entered for the written examination leading to a Practitioner or Manager Certificate, the
candidate must fill three requirements.
• Attend an accredited training course and (in case of the Manager Certificate) gain a positive
in-course assessment, as defined by the EI. Whilst this assessed course work will not count
towards marks for the examination, the in-course assessment is an essential part of the
training towards the Certificate. The assessment will be based on exercises, case studies and
an oral presentation and will be forwarded to the EI by the course tutors using standard forms.
• Demonstrate at least five years of general IT experience and have at least two years of
experience in an IT Service Management environment in a supervisory or managerial role.
• Hold the Foundation Certificate in IT Service Management
7.14.3 Skills
The skills required by an individual taking the examination and the format of the examinations can be
found in section 2.
7.14.4 Requesting an Examination

Examination Institutes and their Examination Agents will publicise possible dates and venues for the
examinations, so that ACPs may organise their own training schedules appropriately and assist
candidates in selecting the most sensible date for sitting the exams. Note that additional dates and
venues may be available via the Authorised Examination Centres of the EI.
The location and venue for the examinations will normally be chosen by the EI, which may involve the
use of Examination Agents or Examination Centres, though special requests for examinations to be
held elsewhere may be accepted. In this case, all the normal requisites regarding venue suitability
and availability of invigilators must be satisfied. The EI will advise the lead-time required and any
additional requirements that the ACP may need to satisfy or assist with.
For the Manager’s exam, it is important that candidates should have the opportunity to fully digest the
material and it is recommended that there should be a period of at least one month between
completion of the training and sitting the examination.
7.14.5 Registration and fees

ACPs must conform to any requirements of the Examination body for submitting registration
documents for examination entry and pay any fees due.
Failure to comply may lead to candidates being refused entry to an examination sitting.

8 Dispute Resolution Process
8.1 Dispute resolution procedures for EIs, students and accredited EAs,
AECs, ACPs
Each EI shall publish a dispute resolution procedure (DRP) covering its relationship with EAs, AECs,
ACPs and students. This shall be made publicly available; eg via a website.
As part of an EI’s accreditation of EAs, AECs and ACPs, each EI shall ensure that these bodies have
an approved DRP in place, covering their relationship with students and each other.
As part of their accreditation of EIs, itSMF, on behalf of ICMB shall ensure that EIs have an approved
DRP in place, which is publicised and available to EAs, AECs, ACPs and students.
Students with disputes shall pursue these with the appropriate EA, AEC or ACP, or with the EI, if the
grievance is with the EI, via the DRP of the body or bodies with whom the dispute exists.
Students exhausting the relevant DRP with the appropriate EA, AEC or ACP may appeal to the
relevant EI.
Students may not appeal directly to the ICMB.
An EI may refer a student grievance to ICMB, in accordance with the DRP of the EI.
8.2 Dispute resolution procedure for OGC, itSMF, EIs and ICMB
Disputes relating to the Qualification Scheme between any of OGC, itSMF, or an EI, may be referred
to ICMB by any party.
If any such dispute cannot be resolved by ICMB within 28 days of a referral under 3.1 above, the
parties may by agreement refer that dispute to Mediation. Once the parties have agreed to use
Mediation, the parties shall choose either IDR Europe Ltd or CEDR to handle any Mediation.
Following such choice, there shall be no switching to the other organisation for the purposes of
dealing with the dispute in question without the written agreement of both parties. The mediator shall
be agreed upon by the parties, but failing such agreement within ten (10) working days of one party
requesting the appointment of a mediator and providing details of the proposed mediator, the
mediator shall be appointed by the chief executive of either IDR Europe Ltd or CEDR (as appropriate)
from amongst the pool of appropriately trained mediators proposed by that organisation.
Unless agreed otherwise, the parties shall share equally the costs of any Mediation.
The mediator will produce his findings within twenty-one (21) working days of his appointment unless
this period is extended with the agreement of both parties. If the parties fail to reach agreement on the
resolution of the dispute within fourteen (14) working days of the mediator’s findings, any dispute or
difference may be referred to law. Such referrals shall be to English courts and under the exclusive
jurisdiction of English law.
Work and activity to be carried out as part of the Qualification Scheme shall not cease or be delayed
by this dispute resolution procedure (including without limitation, any Mediation).

9 Glossary
ACP Accredited Course Provider an accredited organisation offering training
programmes leading to one or more of the
qualifications
AEC Authorised Examination Centre a body authorised by an EI to host examinations,
providing merely the premises and/or invigilation, but
not performing any marking or other activities.
EA Examination Agent a body authorised by an EI to host examinations; to
mark the papers, under defined controls; and to issue
certificates on behalf of the EI
Examination Body generic term covering Examination Institutes, Agents
and Examination Centres
DRP Dispute Resolution Procedure the formal way in which a grievance held by one
party to the scheme may be resolved
EI Examination Institute an examination body accredited by the ICMB to
develop examinations based on the common
“syllabus”
EXIN Examination Institute for Information an accredited Examination Institute
Science
ICMB ITIL Certification Management Board the body responsible for the maintenance and on-
going development of the ITIL qualification scheme
ISEB Information Systems Examination an accredited Examination Institute
Board
ITIL IT Infrastructure Library the set of OGC publications upon which the
syllabuses for the qualifications are based
ITSM IT Service Management the set of disciplines that, when properly deployed,
enable an organisation to deliver efficient, effective
and economic IT services
itSMF IT Service Management Forum an independent, not-for-profit, member-owned
organisation representing the user and vendor
community
OGC Office of Government Commerce the UK government body responsible for stewardship
of ITIL and the specification of the ITIL qualification
scheme, on behalf of the Crown as owner
OPSI Office of Public Sector Information Successor to Her Majesty’s Stationery Office, the
body responsible for managing Crown Copyright
Licensed agent (of X) Agent carrying out functions under licence from, or
under contract to X

Change control:
Version Status Author Date Comments

1.0 Draft Aidan Lawes January 2005 This is the first draft of a combined
document including previous scheme
documents & new Dispute Resolution
section
1.1 For approval AL May ‘05 Includes comments from EXIN, ISEB, OGC
1.2 For approval AL June ‘05 Includes further comments aligning with
legal agreements
1.3 For publication AL July ‘05 Minor tidying amendments
1.4 For publication Jim Clinch August 2005 Prepared for web publication by OGC

ii
About OGC
OGC – the UK Office of Government
Commerce – is an office of HM
Treasury.
The OGC logo is a Registered Trade

Mark of the Office of Government
Commerce.
ITIL ® is a Registered Trade Mark,

and a Registered Community Trade
Mark of the Office of Government
Commerce, and is Registered in the
U.S. Patent and Trademark Office.
IT Infrastructure Library® is a
Registered Trade Mark of the Central
Computer and Telecommunications
Agency which is now part of the
Office of Government Commerce.
Other trademarks are acknowledged

as the property of their respective
owners.
OGC Service Desk

OGC customers can contact the
central OGC Service Desk about all
aspects of OGC business.
The Service Desk will also channel

queries to the appropriate second-
line support. We look forward to
hearing from you.
You can contact the Service Desk

8am-6pm Monday-Friday
T: 0845 000 4999
E: ServiceDesk@ogc.gsi.gov.uk
W: www.ogc.gov.uk
Office of Government Commerce, Rosebery Court, St Andrews Business Park, Norwich NR7 0HS © Crown Copyright 2005.
Service Desk: 0845 000 4999 E: ServiceDesk@ogc.gsi.gov.uk W: www.ogc.gov.uk

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ITIL® Qualiﬁcation Scheme

published 1 August 2005

This document is available for free viewing or download at http://www.itil.co.uk

Synopsis / purpose of document

It is intended to serve three purposes:

Successful Delivery Toolkit ™ is a Trade Mark of the Office of Government Commerce

itSMF ® is a Registered Trade Mark of the IT Service Management Forum Ltd.

© Crown copyright 2005 v1.4 August 2005 Page 2 of 40

© Crown copyright 2005 v1.4 August 2005 Page 3 of 40

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Figure 1. Scheme entities, relationships and responsibilities

© Crown copyright 2005 v1.4 August 2005 Page 6 of 40

• to maintain and enhance ITIL’s currency and relevance

• to maintain and extend the recognition and embedded use of ITIL

IPR management Ownership of trademarks and OGC

Licensing of commercial products OGC and/or licensed agent

Brand protection, dealing with un- OGC and/or licensed agent

Production of standards Publication, distribution and sales Licensed agent

Partnerships with licensed Creation and management of OGC

Figure 2: Stewardship activities and responsibilities

© Crown copyright 2005 v1.4 August 2005 Page 7 of 40

1.3.3 The ITIL Certification Management Board

1.3.4 The Qualification Liaison Panel

1.3.5 Examination Institutes

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1.3.6 Examination Agents

An accredited EA is able to deliver all administrative aspects of the provision of specified

1.3.7 Authorised Examination Centres

1.3.8 Accredited Course Providers

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1.4.1 Foundation Certificate

Guidance for candidates is contained in section 2.

1.4.2 Practitioner Certificates

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Information for candidates is contained in section 2.

1.4.3 Manager’s Certificate

Information for candidates is contained in section 2.

1.5 Obligations on participating bodies

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In order to pass, candidates must score 26 marks or higher.

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2.2.3 Practitioner Certificates

• Holder of the Foundation Certificate in IT Service Management. It is the responsibility of the

• Attend an accredited training course and complete the in-course assignment.

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2.2.4 Manager’s Certificate

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The examination is ‘closed book’.

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Service Desk/Incident Management

Service Level Management

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Financial Management for IT Services

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• establish the certification structure for ITIL qualifications

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4.2 What can an Examination Institute do?

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4.4 Becoming an Examination Institute

No fee is payable at this stage.

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