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  • 1.21 June 2007 Dear Customer, MOVING FROM ITIL V2 to V3 CERTIFICATION You may or may not be aware that ITIL V3 (V3) was launched at the end of May by the UK-based Office of Government Commerce (OGC) and their partners. Changes to certification and additional supporting documentation will be launched over the next few months.The FoundationCertificate is the first You might also be aware that ProActive was responsible for the introduction of ITIL training incab off the rank in 1995 and we have established a reputation for quality, innovation and value for money in that period. We have already spent many weeks reviewing what is in ITIL V3, particularly in relationterms of V3 to the Foundation Certificate, as it is the first cab off the rank in terms of V3 certification. certification.This letter is to provide our recommendation as to what we see as the best way to transition from V2 certification to V3, in particular for new students that need to complete ITIL training. The proposed approach was verified by the panel of authors at the recent itSMF V3 launch inThe proposed approach Sydney as a sensible and practical approach, pending the release of further V3 qualifications. in this letter wasverified by the panel of Whilst we fully support V3, we want to ensure that organisations who are already authors at the recent implementing ITIL do not lose momentum during the transition period. There is a lot ofitSMF V3 launch in interest and hype about V3 ProActives aim is to ensure customers are fully briefed onSydney as a being the facts and to offer a balanced view about the recommended approach for bothsensible and practical. organisations and individuals to transition from V2 to V3.To do this, this letter requires some explanation about what is in V3 and the impact that has on current course syllabi. Firstly, it is important to remember that all V2 certification remains valid, but the scope and type of changes introduced in V3 means that some training in V3 atAll V2 certification some stage makes sense.remains valid, but thescope and type of Whilst there are few really significant changes to what was contained and taught in V2, thechanges introduced in main change is that processes have been re-ordered into a lifecycle approach. This approachV3 means that some reflects what happens in the real world of IT. Whilst V2 was all about the implementation of ITtraining in V3 makes Service Management, the books and training tended to approach this as a series of process silos.sense. V2 of ITIL was released over a period of time, starting with Service Support and Service Delivery with other books added over a period of time including:-Planning to Implement ITSMSecurity Management Many are familiar withThe Business PerspectiveService Support andICT Infrastructure Management Service Delivery, butApplication Managementthere has been muchless visibility of the Whilst many, in our experience, were familiar with Service Support and Delivery and that isother books in V2. where most of the training was to be found, there was much less visibility of many of the other books and in some cases, training has only recently been available.V3 has been implemented in a holistic manner and is based on requirements from the marketV3 has been and in a timeframe that allowed for time for it to be developed in a considered manner. The five (core) books in V3 that define the Lifecycle are as follows:-implemented in aService Strategyholistic manner andService Designdefine the lifecycle.Service TransitionService OperationContinual Service ImprovementABN: 42 006 674 791 Head Office: Level 4, 60 Albert Road South Melbourne VIC 3205 Tel AUS: 1300 880 911 Tel NZ: 0800 115 656 e-mail:

2. Whilst all the processes you know and love are still there, they are spread across the lifecycle depending on their function. However, it is important to remember that V3 is less process-V3 is less process- centric than V2 and is more focused on functions and how everything fits together.centric than V2 and is more focused on One of the main differences for many ITIL Practitioners is that the processes from all of the functions and how other V2 books are brought into the V3 lifecycle in their appropriate places. For example, everything fits Service Operation includes processes from Service Support, ICT Infrastructure and Applications Management. A number of processes are not confined within one V3 book but span across all together. books. New Training SchemeQualificationsThe V3 Foundation Certificate is significantly different from the V2 version simply by virtue V3 Foundation needs toof the fact that this training now needs to cover a much larger syllabus. The course will still bethree days in duration, but to cover all the new information, this course will provide a high cover a much largerlevel view in order to introduce ITIL. It will be of value to senior IT managers and businesssyllabus.managers, as it incorporates sections on Strategy and Implementation which were notpreviously covered. This will show how ITIL will offer value to the Business. It will be of value to senior managers andThose of you familiar with the V2 Foundation Certificate course know that Service Support andthe Business, as itDelivery were covered in some detail. Now, in V3, Incident, Change, Service Levelincorporates sectionsManagement and Service Desk are covered in some detail and Problem Management to a lesseron strategy andlevel. Hence the learning outcomes of the course are different. These differences need to be implementation whichappreciated to avoid any surprises. were not previously covered.Foundation Training As neither the intermediate V3 training modules of IT Service Capability & Service Lifecycle(see diagram) are available yet, ProActive recommends, that in the short term, studentscomplete the V2 Foundation Certificate. This is for a number of reasons, namely: ProActive recommends1) The larger scope of the V3 Foundation Certificate will require more students undergo that in the short term, training in the Capability Modules to get a deeper level of understanding (similar to the students complete the Practitioner level in V2). This potentially means more days of training will be required to V2 Foundation achieve a foundation level of ITIL knowledge equivalent to what was achieved in the V2Certificate training. Foundation Certificate.Page 2 of 4 3. The Capability Modules are not yet released and students wanting to continue with V3 V2 certification offers atraining may have to wait some considerable time to undertake further training. Whilst a more comprehensivelot of the V2 Practitioner training will be carried across into Capability Modules the understanding of thestarting point is now different as the Foundation Certificate course has more informationmain processes thatto impart. organisations are 3) As the V3 Foundation Certificate examination will be new, it is to be expected that it will currentlytake some time before they get to be proven to the same level as the V2 examinations implementing.with the consequential high pass-rates. 4) The V2 certification offers a more comprehensive understanding of the main processesthat many organisations are currently implementing. This, when combined with ITILRefresh training (see below), will provide students with a Foundation level understandingProActive recommendsof V2 processes plus comprehension of the V3 lifecycle approach. a training path of V2 Foundations plus the Recommended Approach: ProActive recommends a training path of V2 Foundations plus the V3V3 Refresh Session Refresh session. This is more cost- and time-effective approach to getting the right levels ofthis is a more cost- and information on both V2 and V3 of ITIL. Those students attending Foundation Certificatetime-effective courses in this interim period will be eligible for a discount on the price of the refresh day if approach. booked at the same time.Attendees will get a Practitioner Training comprehensive understanding of What is currently, at V2, termed Practitioner training will become the Capability Modules processes, helping in stream at V3, and this will sit at an Intermediate Level. At this stage, no Capability Modulesday to day roles NOW have been released, but is expected to draw on current V2 courses.without running the risk of losing Recommended Approach: It is our recommendation that students still undertake the V2 momentum whilst Practitioner training as it will be some time before any V3 intermediate training course syllabi waiting for V3 courses. and examinations are released. The V2 Practitioner courses will still earn credits towards achievement of the ITIL Diploma PLUS they will give attendees a comprehensive understanding of a discrete process or processes which will help in day to day roles NOW without running theV2 Practitioner and risk of losing momentum whilst waiting for the V3 courses.specialist courses (Infrastructure We also recommend that students consider undertaking the ITIL Infrastructure Management Management and and Application Management courses now to get the bigger lifecycle-related picture. These Application domains have now entered the mainstream in ITIL V3. Once more students will gain V3 Management) will still credits for achieving these certifications as well as getting a better understanding of the V3earn credits towards lifecycle.achievement of the ITIL Diploma. V3 RefreshThe V3 Refresh is a session primarily for Foundation Certificate holders to get up to speed with ITIL V3 and the changes it brings. This is the perfect bridging course, held over one full A comprehensive days day, to get you quickly up to speed with V3 at the FC level!training for V2 Foundation Certificate This session is a comprehensive day of learning a day that will provide attendees with an holders to discover the understanding of the ITIL framework and its lifecycle driven approach. Attendees will also main differences discover the main differences between V2 and V3, plus enough information will be provided to ensure students understand what would be required of them should they be interested in between V2 and V3 sitting the V3 Foundation Certificate exam. This is, however, not a mandatory requirement asand get quickly up to all V2 certification remains valid. speed with V3 overall.Recommended Approach: If you are interested in whats new with V3 and have a Foundation level of knowledge, then we highly recommend this session. Its the most cost- and time- effective way to get up to speed with V3 quickly before the new certification scheme comes into play. Page 3 of 4 4. CertificateThe Managers Certificate, as it is known in V2, will be renamed the ITIL Diploma in V3. The The Diploma can be ITIL Diploma is potentially going to take 15 contact days. The syllabus for this course will not gained in a number of be released until September 2007, meaning that the ITIL Diploma will not be offered by ways, however all training providers until at least 2008.details are not yetavailable. The Diploma can be gained in a number of ways, however, not all details are yet available. The scheme is based on the achievement of a certain number of credits that can be gained from V2 and V3 training. The number of credits likely to be needed is 22. Naturally a core of V3 training is needed to achieve the Diploma. Some options include:-If organisations want to 1) V2 MC and then the V3 bridging course (2 to 3 days)keep their ITIL 2) V2 FC, V2 Practitioner, V2 to V3 Bridging courseimplementation going, 3) V3 FC, then either V3 Service Lifecycle or Service Capabilities Modules.then students shouldcontinue to undertake The V3 Lifecycle Modules are similar to the V2 Managers Certificate training, but will nowthe V2 Managers take longer due to the extra information now contained within Mainstream V3. Certificate, and then ifrequired, to sit the Recommended Approach: If organisations want to keep their ITIL implementation going, thenBridging Certificate our recommendation is that students continue to undertake the V2 Managers Certificate, andcourse that will then if required, to sit the Bridging / Refresh Managers Certificate course that will prepareprepare students for students to sit the V3 ITIL Diploma examinations.the V3 Diploma. In summary:ProActive fully endorses V3, as: our pioneering work with ITIL Infrastructure Management and Applications Management means that we have been dealing with the lifecyle, as it was at V2, for some time. it is an important evolutionary step in ITIL. it allows users to build on the successes of V2 but take IT service management to the next level. it makes the link between ITILs good practice and business benefits both clearer and stronger. the lifecycle approach, as opposed to the process domains , reflects how organisations work in the real world.We look forward to offering all the new V3 certifications, but in the meantime our priority is to ensure that organisations who are already implementing ITIL do not lose momentum. As such, we will continue to provide the right advice and services to best meet our individual customers needs.Should you have any questions or require help in the best direction for your staff in terms of certification, please do not hesitate to contact me or any of the ProActive team. Our free call phone numbers are 1300 880 855 for Australia, and 0800 11 56 56 for New Zealand.We look forward to continue working with you to achieve good practice in IT Service Management, as identified in ITIL V2 AND V3.Yours sincerely Bob Philipson Managing DirectorPage 4 of 4