ITIL Manager (v2)

This qualification is aimed at those who need to demonstrate a capability of managing ITIL based solutions across the breadth of Service Management subjects.

The qualification demands extensive practical experience to be combined with in depth training in ITIL processes, and application of knowledge to challenging and realistic scenarios.

Training and exams are split into 2 strands covering specific ITIL processes:
ITIL Service Delivery
Service Level; Financial; Availability; Capacity; Service Continuity
ITIL Service Support
Service Desk; Incident; Problem; Change; Release; Configuration
 
The training and qualification are capability rather than simply knowledge based.  They will help you create a 'world class' IT Service Management function that will provide your organisation with competitive advantage.

The exam consists of 2 closed book, written papers covering Service Support and Service Delivery (though there will be overlap).  Each paper will have 5 questions worth 20 marks each.  Three hours are allocated for each paper and 60% of the questions are based on a case study sent to candidates prior to the exams.  In order to be awarded the certificate, candidates must pass both papers (50% or greater in each).

The exams are available on 4 dates each year – and are sat on a Wednesday afternoon and a Thursday morning.  It is recommended that the exam is taken at least one month after completing the training.

Candidates must hold the Foundation Certificate and must attend a formal training course run by an accredited course provider.  It is not necessary to hold the ITIL Practitioner Certificate.

In addition, candidates must be able to demonstrate at least 5 years of IT experience and have at least 2 years of experience in an IT service Management environment in a supervisory, managerial or consultancy role.

The Manger Certification process comprises two 5 day courses followed by a revision day nearer the exam and then the exam itself.

ITIL Manager Service Support [5 days]

AND

ITIL Manager Service Delivery [5 days]

THEN

ITIL Manager - Exam Preparation V2 [1 day]

ITIL Manager - Exam [2 days]