ITIL ® 2011 - EXAMSThe Art of Service helps you find your

way to ITIL certification

ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.

ITIL evolution

1980’s 1990’s 2000 2007

ITIL (42 books)

ITIL (42 books)ITIL V2 (9 books)

ITIL V2 (9 books) ITIL V3(5 books)

ITIL V3(5 books)

2011

ITIL 2011(5 books)

ITIL 2011(5 books)

Foundation

Practitioner

Manager

Foundation

Practitioner

Manager

Foundation

Intermediate

MALC

Expert

Foundation

Intermediate

MALC

Expert

Certification:

Same principlesmostly editorial changes

improved consistencysmall # of content changes

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ITIL Exams

Foundation

Intermediate

MALC

Expert

Foundation

Intermediate

MALC

Expert

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• Foundation

• Intermediate - Capability

• SOA , PPO , RCV , OSA

• Intermediate Lifecycle

• SS, SD, ST, SO, CSI

• Managing Across the Lifecycle (MALC)

ITIL Expert

• 22 points required

• Foundation = 2 points

• EACH Capability = 4 points

• EACH Lifecycle = 3 points

• MALC = 5 points

Foundation SOA PPO RCV OSA SS SD ST SO CSI MALCTotal points

2 4 4 4 4 5 23

2 3 3 3 3 3 5 22

2 4 4 3 3 3 5 24

2 4 4 4 3 5 22

2 4 3 3 3 3 5 23

BUILD YOUR PATH TO EXPERT - examples

Foundation and MALC are compulsory, the rest is up to you.Choose the programs that appeal most to you and your

career

Foundation and MALC are compulsory, the rest is up to you.Choose the programs that appeal most to you and your

careerFoundation and MALC are compulsory, the rest is up to you.Choose the programs that appeal most to you and your

career

Foundation and MALC are compulsory, the rest is up to you.Choose the programs that appeal most to you and your

career

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Accredited courses

Foundation:- Online eLearning- Classroom

Foundation:- Online eLearning- Classroom

Intermediate:- Online eLearning- Classroom

Intermediate:- Online eLearning- Classroom

MALC:- Online eLearning- Classroom

MALC:- Online eLearning- Classroom

- Online exam @ test centre- Online exam @ other venue- Paperbased exam

Which course do I need?

No Prior certification

No Prior certification

ITIL V1 or V2 certification

ITIL V1 or V2 certification

ITIL V3 certification

ITIL V3 certification

ITIL 2011 Foundation

ITIL 2011 Foundation

ITIL 2011 Foundation

ITIL 2011 Foundation

Start with:

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What about the exams?

Complete Examination Kits = all in oneWe organise the course + exam for you

Foundation exam option:1. Testing Centre via your training company2. Testing Centre - self managed 3. Online Testing at venue of your choice

Intermediate exam option:1. Testing Centre via your training company2. Online Testing at venue of your choice

Click the image for more information

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How do I sit the exam?Foundation exam option:

1. Testing Centre via your training company2. Testing Centre - self managed (e.g. Prometric, Pearson Vue)3. Online Testing at venue of your choice (let the exam come to you!)

“Our exam coordinator works with you to plan, organise and schedule your exam, Saving you time, hassle and frustration!”

Ivanka Menken - CEO, The Art of Service

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Foundation exam40 questions

multiple choice1 correct answer per question

1 point per correct answer26 points = pass

60 minutes to complete exam

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How do I sit the exam?

Intermediate exam option:1. Testing Centre via your training company2. Online Testing at venue of your choice (the exam comes to you)

“Our exam coordinator works with you to plan, organise and schedule your exam, Saving you time, hassle and frustration!”

Ivanka Menken - CEO, The Art of Service

http://theartofservice.com http://store.theartofservice.com

Intermediate exam

8 questionsComplex multiple choice with scenarioGraded answers:

5 points for the best answer3 points for the next option1 points for the next option0 points for the distractor

28 points = pass90 minutes to complete exam

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ITIL certification Passrates in 2011

Global Art of Service Students

Foundation 88% 89%

Intermediate (average)

81% 85%

MALC 62.6% 100%

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More information?

• Our website: http://theartofservice.com

• Our online store: http://store.theartofservice.com

• Our online learning Portal: http://theartofservice.org