• What is ITIL? ITIL is the most widely adopted framework for IT Service Management in the world. It is a practical, no-nonsense approach to the identification, planning, delivery and support of IT services to the business.ITIL principles are used by a number of organizations in both the public and private sectors such as NASA, the NHS, HSBC bank, Disney™ and L’Oreal. ITIL is also supported by quality services from a wide range of providers including consultancies, software and tool vendors and well known service providers such as IBM, Telefonica, HP and British telecom (BT).

    Developed by the Cabinet Office, the ITIL best practices are detailed within five core guidance publications outlining the fundamental ITIL principles, and core-derived publications, which focus on other specific applications or areas within the service management discipline.

    There is also an easily accessible, yet comprehensive qualifications scheme, offering a range of personal training courses and certifications covering specific or clustered ITIL Service Lifecycle phases and processes. These are offered through a network of accredited Examination Institutes and Training Organizations.

    ITIL Best Practices also underpin the foundations of ISO/IEC 20000 (previously BS15000), the International Service Management Standard for organizational certification and compliance. Organizations can therefore implement ITIL principles in order to meet the requirements within the standards, to achieve organizational certification.

 

  • Can I become a member of ITIL®?There is no direct membership offered for ITIL, as ITIL is a guidance framework, however there are a number of international membership groups, institutes and forums for IT Service Management principles and practices.The most widely known and accepted membership forum in the IT Service Management space is provided by the itSMF – the IT Service Management Forum, who have over 50 international chapters.

 

  • Can I use the ITIL® Accreditation Marks?The ITIL logo appears in a number of accreditation marks, which can only be used by certain organizations who are accredited for specific ITIL services or products, and have entered into a licensing agreement with APM Group-The Accreditor.The “ITIL Accredited Examination Institute” mark which includes the ITIL logo and the text “Accredited Examination Institute” is restricted to use by Licensed and Accredited ITIL Examination Institutes only.

    The “ITIL Accredited by” mark, which includes the ITIL logo and individual EI logo’s with the text “Accredited By” is restricted to use by Licensed and Accredited Training Organizations only, and only in the context of their ITIL training, consulting and marketing activities.

    The “ITIL Licensed Affiliate” mark which includes the ITIL logo and the text “Licensed Affiliate” is restricted to use by Licensed Affiliates only, in the context of the ITIL training, consulting and marketing activities they conduct in conjunction with a Licensed and Accredited Training Organization.

    For examples of these marks, please see the following page:
    http://www.itil-officialsite.com/IntellectualPropertyRights/UseofLogos.aspx

 

  • How many people have taken the ITIL® qualifications worldwide?Unfortunately, the APM Group-The Accreditor is unable to share this information with the general public at this time, as this information is only shared with members of the ITIL Qualifications Board, the Licensed examination institutes and the ATO community.However, we are establishing a process for making this information available on the ITIL Official website sometime in the future.

 

  • How can I appeal my examination/accreditation decision?All EIs will have their own individual process for appeals against accreditation or certification decisions. Individuals should use this procedure in the first instance.However, if a candidate is dissatisfied by the processing or result of an appeal or complaint made through the EI, they have the right to escalate this to the Cabinet Office’s Official Accreditor, The APM Group Ltd.

    If necessary, the APM Group may take the appeal or complaint to the ITIL Qualifications Board for consideration and resolution. In this instance APM Group will submit the issue or complaint to the next meeting of the ITIL Qualifications Board and ensure feedback is provided in a timely fashion after the meeting.

 

  • Can my organisation achieve ITIL® certification or compliance?ITIL certification or compliance is not achievable, because ITIL is a framework of guidance and not a standard; however, an organisation can achieve ISO/IEC 20000 certification, the standard for IT Service Management, which is underpinned by ITIL best practices.If implemented effectively, ITIL principles can help organizations to meet the requirements and can help an organization achieve certification when audited by a registered certification body.

    For more information, please see http://www.iso.org.

  • What are the Intellectual Property rules and permissions for ITIL®?The APM Group has delegated authority to issue Trade Mark Licences for the re-use of the Cabinet Office’s Trade Marks.APM Group also have the authority to issue Trade Mark and Crown copyright licences to those who wish to reproduce content from official publications produced by the Cabinet Office relating to those trademarks.

    The rules and permissions around the use of Intellectual Property subsisting in ITIL are varied, depending on the user, so for full and detailed information, please see:
    http://www.itil-officialsite.com/IntellectualPropertyRights/IntellectualPropertyRights.aspx

 

  • Can I use the ITIL® logo?The ITIL logo is the Best Practice swirl followed by the word ITIL®. This specific logo can only be used by the Cabinet Office, TSO and APM Group-The Accreditor.If you wish to use the logo for any reason you will need to obtain prior permission from the Cabinet Office. Please contact the Cabinet Office at:
    ServiceDesk@ogc.gsi.gov.uk


  • May I use the ITIL® diamond device?The ITIL “diamond device” has a four quadrant pattern. It comes in various colours, is a lapel pin and may appear on ITIL certificates or some itSMF publications. The Cabinet Office does not own this logo. If you wish to reuse the diamond device you need to contact itSMF for permission.For more information, please see www.itsmfi.org.

 

  • Can I advertise myself as ITIL® qualified on my business card?Currently, there are no post-nominals for ITIL certified individuals. Any individual who would like to include information on their ITIL certification on a business card needs to take note of the following:A Cabinet Office Trade Mark logo (e.g. the ITIL Swirl) cannot be used on business cards as they advertise a person/company and not the associated product.

    A Cabinet Office word mark can (e.g. ITIL) be used on a business card as long as the correct symbology is used. For example:

    Joe Bloggs
    ITIL® Accredited Trainer

    Where practical (if it can be included legibly) the Trade Mark acknowledgement statement should also be shown. For example:

    Joe Bloggs
    ITIL® Accredited Trainer
    ITIL® is a Registered Trade Mark of the Office of Government Commerce, in the United Kingdom and other countries.

 

    • When will my name appear on the Global Successful Candidate Register on the ITIL® Official Site?The name and examination details of all successful ITIL examination candidates who have given permission will be added to the Global Successful Candidate Register at:
      http://www.itil-officialsite.com/ITILEISCRquery.aspxThis website is updated by each Licensed Examination Institute directly. If your details do not appear on the website 6 weeks following confirmation of your examination result, contact the Examination Institute you gained your qualification through. Examination Institute details can be found on the following webpage:
      http://www.itil-officialsite.com/ExaminationInstitutes/ExamInstitutes.aspx

      If you are not aware of which EI this was you should contact your course provider.


    • I have passed an ITIL® examination. Will I receive an ITIL Pin?ITIL examination candidates should obtain their pin from their Examination Institute upon successful completion of their examination.The Examination Institutes administer the pin scheme on behalf of the itSMF (www.itsmfi.org) who offer pins to successful candidates in exchange for contact information for Service Management related marketing and information purposes.

      Your pin will either be sent directly to you with your certificate or you will be advised of the application process for receipt of the pin, which will involve providing your express permission to share your information with the itSMF.

      If you have passed an examination but have not yet received your pin, please contact your Examination Institute listed on the following webpage:
      http://www.itil-officialsite.com/ExaminationInstitutes/ExamInstitutes.aspx

      If you are not aware of which EI this was you should contact your course provider.


    • How do I obtain a replacement ITIL® pin or certificate?To get a replacement certificate or ITIL pin you should contact the Examination Institute through which you gained your qualification listed on the following webpage:
      http://www.itil-officialsite.com/ExaminationInstitutes/ExamInstitutes.aspxIf you are not aware of which EI this was you should contact your course provider.

 

  • I have passed an ITIL® examination. Can I have the actual score that I achieved in my examination?If you have had confirmation of your ITIL examination result but not the score, you should contact the Examination Institute through which you gained your qualification listed on the following webpage:
    http://www.itil-officialsite.com/ExaminationInstitutes/ExamInstitutes.aspxIf you are not aware of which EI this was you should contact your course provider.