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EXIN Exams, International certification for ITIL, ASL and DSDM standards

 

Frequently Asked Questions

FAQ categories

Preparation Results ITIL V3
Registration Accreditation ISO/IEC 20000
Examination session Questions for AECs Other questions
For questions not listed here, you may send an e-mail to our International Service Desk.


Preparation

1. Do EXIN or its examination agents provide training?
No. As EXIN is an independent examination institute, EXIN does not give courses itself and is not attached to any training institute. EXIN manages and coordinates the development and quality control of the examination and certification process. EXIN and the examination agents provide worldwide exam services. You can search for EXIN Accredited Training Providers on our Web site.back to FAQ categories
2. Where can I find a training provider nearby?
A list of training providers worldwide is provided on the EXIN Web site. You can search here for a training provider near you.back to FAQ categories
3. Do I have to do a formal course at a training provider before being allowed into Foundation examinations?
No, you don't have to take a course. You can also prepare for the Foundation examinations by self-study. The following two links may help you to further your studies: information on the content of our exams (i.e. exam requirements) and tips on how to prepare for your exam.back to FAQ categories
4. Do I need to get pre-study materials for IT Service Management courses based on ITIL®?

Most training providers make training materials available during the course and do not use specific pre-study materials. Among the materials provided are often books about ITIL®, like the books about Service Support and Service Delivery.

If you are planning to study IT Service Management, based on ITIL®, buying and reading the books on Service Support and Service Delivery is a good starting point. To prepare for the Foundation in IT Service Management examination there is an excellent overview of the issues in the itSMF book 'IT Service Management, an introduction'. Other books, like the 'Guide to IT Service Management' contain interesting chapters on subjects in the field and experiences of practitioners.

Sample exams are available free of charge. This may also help you to prepare for all of the IT Service Management examinations. See exam requirements for literature needed or recommended for studying. Information on books on IT Service Management can be found in EXIN's e-bookshop. Our materials cover all IT Service Management examinations.back to FAQ categories
5. Do I need to take an accredited training course to write an ITIL® exam?
Accredited training is always recommended. It is mandatory that you participate in an accredited training course for Practitioner in IT Service Management (based on ITIL®) and for Manager in IT Service Management (based on ITIL®) and for other Advanced level exams, otherwise you will not be able to write the examinations. The accreditation of courses that lead to Foundation Certificates is voluntary. However, EXIN encourages all candidates to take their course at an EXIN Accredited Training Provider.back to FAQ categories
6. If I take an IT Service Management Foundation course in Spanish, French, German or any other language, do I still have to learn the IT Service Management concepts in English?
Yes, you do. In the other language examinations you will find both the local and the English concepts. The IT Service Management terms and their translations can be found in the exam requirements of the different languages.back to FAQ categories
7. How much does training cost?
It is up to the training providers to determine prices of training. Please ask your training provider about the training fees.back to FAQ categories
8. I would like to do an accredited course. Where is the nearest accredited training provider?
You can search for Accredited Training Providers on this Web site for an actual list of accredited trainers and their contact details.back to FAQ categories

Registration

1. I want to take an EXIN examination. How or where do I sign up?
There's a difference between registration for self-study candidates and candidates who have taken a formal course with an (accredited) training provider. This is dealt with in more detail on the registration page.back to FAQ categories
2. I did not pass my exam. When can I retake the examination?
In order to rewrite an exam, the candidate can apply to EXIN International, one of the regional offices or the examination agent in their region. They can tell you when and where you can rewrite the examination. The option of taking Foundation examinations via a testing center (Pearson VUE or Prometric) will be especially attractive in those cases where no EXIN Accredited Examination Centers or EXIN regional offices or agents are nearby, and is an excellent solution for individual candidates who need a re-sit.back to FAQ categories

Examination session

1. How many questions can I expect in my exam?
The number of questions differs per exam. It depends on the content of the exam and the diversity of the topics. In general, a multiple-choice exam consists of 30 to 60 questions. Most of the multiple-choice exams have about 40 questions. The essay exams IT Service Management Service Support and IT Service Management Service Delivery contain five questions each (each of which may have sub-questions).back to FAQ categories
2. How much time does the exam take?
The duration of the exam is different for each module. In general multiple choice exams and essay exams take between one and three hours. You will find the exact duration of your exam on this Web site. By selecting the exam of your choice you will obtain specific information about the exam.back to FAQ categories
3. Can I take Foundation exams online?
You can take several web-based Foundation exams at one of the  Pearson VUE or Prometric testing centers. For a full overview of exams available via the testing centers, please turn to this webpage. If you want to know if there are other places to take exams online, please ask your training provider. back to FAQ categories

Results

1. How do EXIN exam candidates receive their results and certificate?

The Accredited Examination Center (AEC) that organized your EXIN examination will provide you with a result paper and, if you passed, an official EXIN certificate. The AEC will be provided with the results and certificates by EXIN.

After a computer-based (Prometric or VUE) or web-based multiple-choice examination you will receive the result immediately after finalizing the examination. The certificates will then be sent to you via the AEC or by EXIN directly.back to FAQ categories
2. Will I receive my certificate from EXIN or Pearson VUE/Prometric?
If you passed your exam, EXIN will send your certificate within four weeks of the mark being awarded to the address which you indicated when you completed your exam at one of the testing centers of Prometric or Pearson VUE. Certificates are only sent via regular postal services. If you have not yet received it, please contact our Service Desk. back to FAQ categories
3. How is my name presented on the EXIN certificate?
At the start of the examination session you will be asked to fill in the Personal Data Form. There is a space on the form for you to fill in exactly how your name should be printed on the certificate. It is very important that you write your name clearly and carefully in block letters to avoid spelling mistakes on the certificate. Honorary titles are not printed on the certificate.back to FAQ categories
4. When will I receive an ITIL® pin?

You will receive your pin with your certificate, as has been the tradition for years when passing an ITIL® exam. If you did not receive your green (ITIL® V2 Foundation), blue (ITIL® V2 Practitioner), red (ITIL® V2 Service Manager) pin, or an ITIL® V3 pin, you can order one by contacting our Service Desk with your name, address, examination date and candidate number. For other questions about ITIL® V3, please see the special ITIL® V3 FAQ section below.

ITIL® V2
  /upload/images/itil/origineel/logo foundation.jpg /upload/images/itil/origineel/logo practitioner.jpg /upload/images/itil/origineel/logo service manager.jpg

ITIL® V3

back to FAQ categories
5. Are pins available for certified ISO/IEC 20000 candidates?
EXIN provides a pin to each certified candidate for them to display their achievements. As has been tradition for years by EXIN, certified candidates will receive a pin with their certificate. To learn more about the different levels of achievement associated with each pin, please refer to our information on the new ISO/IEC 20000 pins. If you did not receive your pin,  you may order one by contacting our Service Desk with your name, address, examination date and candidate number.

back to FAQ categories
6. What pins are available for Information Security candidates?
Similar to other IT Service Management programs, after successfully completing your ISO/IEC 27000 exam you will receive not only a certificate, but also a pin to display your achievements. The pins carry the same design as the logo for the Information Security based on ISO/IEC 27002 Qualification Program. To learn what the logo represents, read more about the ISO/IEC 27000 pins.

Foundation:   Advanced:    Expert: back to FAQ categories
7. How long do I have to wait for the results of my multiple choice examinations?
For every multiple choice exam, candidates receive their result paper and certificate within two to four weeks after the exam session. Certificates are only sent via regular postal services.back to FAQ categories
8. How long do I have to wait for the results of my open question/essay-type examinations?
For each essay-type exam, candidates receive their result paper and certificate within four to eight weeks after the examination session.back to FAQ categories
9. What are the pass rates for EXIN exams?
Please visit the  pass rate page on our Web site for an overview.back to FAQ categories
10. What if I fail? Can I re-do the exam? If so, how many times?
There is no limit to the number of times one can retake the examination. You don't necessarily have to re-do the exam at the same AEC. For the retake of a Foundation examination you could for example turn to one of the  Prometric or Pearson VUE Testing Centers located in your region.back to FAQ categories
11. I failed my exam. When can I take the exam again?
There is no wait period between re-takes. You can register immediately to re-take the exam the following day or on another day of your choice. You may register for a re-take with your AEC or one of the worldwide testing centers of Prometric or Pearson VUE.back to FAQ categories
12. When will I receive my certificate?
When you have passed an exam, EXIN will send your certificate to the address you provided at the time you registered for your exam. Count on anything up to four weeks before you will receive your certificate. If you have not yet received it, please contact our Service Desk.back to FAQ categories
13. Is it possible to get a copy of my certificate?
As of January 1, 2009, EXIN will no longer provide multiple hard copies of a certificate. Instead, candidates may request an official digital reprint of their certificate. A digital certificate is valid for all training and examination purposes and is protected against fraud with special security measures. This will reduce issues related to unreliable postal services, as well as providing an efficient and faster resolution to service requests.

Should you require a duplicate of your certificate, please contact our Service Desk. The Service Desk will then consider your application. Please note that photocopied certificates should not be considered valid.back to FAQ categories
14. Can I request a digital certificate?

Starting in December 2008, EXIN will be able to provide you with an official digital certificate. This is valid evidence of your successful completion of an EXIN examination and should be accepted as official documentation for further examinations or trainings. On your certificate a certificate number is mentioned (format: c.****). This number is your EXIN registration number for this particular certificate.

If you would like to request a digital certificate, please contact our Service Desk. The Service Desk will then consider your application. Please note that photocopied certificates should not be considered valid.back to FAQ categories
15. Who marks the exams?
EXIN exams are marked by EXIN or one of EXIN's Accredited Examination Agents.back to FAQ categories
16. I do not agree with my exam results. What can I do?
You can submit a request to review the exam papers to EXIN via the organization at which you took the exam. Depending on the exam, the papers comprise the exam text, case study, appendix, answer indicators, standards and assessment details. Review is possible until a maximum of three months after the date on the final result paper. You set a date for a review in consultation with the organization at which you took the exam. Your exam organization will then submit the request for a review session to EXIN. This request must be received by EXIN no later than 21 days before the date of reviewing your exam.

During or after the review, the exam candidate can still decide to submit a written notice of appeal (in English) against the results to the Board of Appeal. This must also be received by EXIN within three months of the date on the final result paper. Review of your exam papers and appeals against results are subject to charges.back to FAQ categories
17. How can I verify if a candidate earned a certificate?
To business leaders and human resource managers, certificates help to measure the effectiveness of training, provide a benchmark for staff selection and help to stimulate personnel in their professional development. There is an EXIN-certificate for each milestone on the journey to success in one’s IT career. General education privacy regulations restrict the release of candidate information without the express consent of the candidate. Below are the details we need in order to verify a candidate’s certification:
  • Candidate’s full name as given at the time of the exam
  • Candidate number, certificate number, or copy of the certificate
  • Name of the examination
  • Approximate date and location of the examination
  • Name of the Accredited Examination Center or testing center (Prometric or Pearson VUE)
  • A signed consent form
Please send your request including the required information to service@exin-exams.com. After the correct information is submitted to us, you should receive an answer within 3 working days. In some cases, a faster option is available. Please see the details about the ITIL Successful Candidate Register.back to FAQ categories

Accreditation

1. For which components does an accreditation apply?
EXIN accredits:
  • Accredited Training Provider (ATP)
  • Accredited Examination Center (AEC)
  • Accredited Courseware Provider (ACP)
  • Accredited Trainer (AT)
  • Accredited Supervisor (AS)

The accreditation applies to 3 levels:
  • Foundation (recommended)
  • Advanced
  • Expert

...and for the following standards and best practices:
  • ITIL®
  • ISO/IEC 20000
  • ISO/IEC 27000 
  • ASL and BiSL
  • TMap®
  • MOF
  • I-Tracks

EXIN also offers these additional accreditation services:
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2. What are your requirements for accreditation?
First of all, your organization must meet the general quality requirements that EXIN imposes on any type of business operations. If you meet these requirements, you will become an EXIN Partner, which allows you to become accredited for a number of different components. The quality requirements differ for each component. Individual Training Providers and supervisors obviously do not need to become EXIN Partners.

For additional information, please turn to this webpage or download this 
brochure (pdf).back to FAQ categories
3. What is the cost of accreditation?
The cost varies for each component. We can also offer you package deals, such as accreditation for multiple Foundation and Advanced exams. In addition, you can purchase a package as part of which we can accredit you, the Training Provider, for all components at once.back to FAQ categories
4. Is accreditation mandatory?
For some exams, accreditation is mandatory. For other exams, the accreditation is optional. For more information, please contact our Service Desk.back to FAQ categories
5. Until when is the accreditation valid?
The accreditation is valid for 3 years. After this 3-year period, we will perform a comprehensive audit in order to assess whether the accredited components still meet the conditions for accreditation. If this is the case, the accreditation is extended by another 3 years. You may also request an interim audit.back to FAQ categories
6. Can I contract accredited trainers and supervisors?
Accredited Training Providers (ATPs) can contract accredited trainers and supervisors. In addition, they can purchase accredited training materials from an Accredited Courseware Provider (ACP). These are organizations that develop and market accredited training materials for EXIN exams. Accredited Examination Centers can contract Accredited Supervisors.back to FAQ categories
7. If I change my accredited courseware, do I need to have it re-accredited?
No. We expect that all Accredited Training Providers constantly improve the quality of their training courses and respond to developments in both their professional field and education in general. However, any changes in the course program must be submitted to EXIN for evaluation. Provided that these changes do not violate the conditions for accreditation, this will have no impact on the status of the accreditation.back to FAQ categories
8. Do I need to apply for accreditation again if I change to another new course?
Yes. All courses for which accreditation is mandatory must be submitted for accreditation. In case your organization is already an EXIN Partner, you can leave out certain requirements. The accreditation department will inform you on the exact procedure.back to FAQ categories
9. Does EXIN also accredit PRINCE2 Training Providers?
No. Accreditation for PRINCE2 Training Providers is provided by APM Group. For information on PRINCE2 accreditation, please visit www.PRINCE2.org.ukback to FAQ categories
10. I am a legitimate training provider. Why should I get accreditation?

EXIN encourages all training providers to be accredited because EXIN accreditation offers generally accepted proof that independently set quality standards have been met. To receive a stamp of approval from a globally renown exam institution like EXIN of course offers significant competitive advantage to individual players within the IT training sector.

To assist with these and other questions prospective accredited training providers may have, a detailed Accreditation Guide is available on request. Please contact our Service Desk.
Or download this brochure (pdf).
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11. Are there any special online resources available for Accredited Training Providers or Accredited Exam Centers?

EXIN has a special Extranet devoted exclusively to EXIN Partners. EXIN Extranet is a separate login-section where partners can securely access documents which will help them to prepare training courses. In order to assist accredited trainers and exam centers, EXIN offers a comprehensive overview of exam related documents like manuals, an Accreditation Guide, sample exams, service documents and track descriptions. These relevant documents are all easily accessible via our Extranet, together with logos, contact details, a PDF search engine and an e-newsletter archive.

For details about access to the EXIN Extranet, you may contact our International Service Desk or one of our worldwide local EXIN Service Desks.back to FAQ categories
12. Is there any special branding associated with becoming an Accredited Training Provider? Will I receive any promotional or marketing materials?

Yes, training providers who are accredited by EXIN may use our special accreditation logos, which consist of a wall plaque and a digital logo for use on promotional and course materials or on Web sites. This marketing material is limited to EXIN-accredited IT Service Management training providers only. To obtain these materials, please contact our Service Desk.

Organizations who are appointed as an EXIN Accredited Examination Center are also encouraged to use our Accredited Examination Center logo and wall plaque. To obtain the logo and wall plaque for Accredited Examination Centers, please contact our Service Desk.

Please check the guidelines for use of the EXIN logo (pdf).back to FAQ categories
13. Our organization is already accredited for ITIL® V2, do we have to go through the accreditation process again to become an Accredited Training Provider for ITIL® V3?
The consequences of the transition from ITIL® version 2 to version 3 for the accreditation of IT Service Management training providers are limited. Training providers who have been accredited for ITIL® V2 can apply for ITIL® V3 accreditation through EXIN. If you are interested, please let us know. In case your modified course content is not yet available, you will be granted temporary accreditation. Audits that will be held in the interim period will establish what changes might be required in your training material. We will provide you detailed information on what documentation you need to submit (including deadline). You will be given sufficient time to make any necessary changes. In this way, all accredited ITIL® training providers will have their training material and accreditation for version 3 in place, on time for the end of 2009. The transition from version 2 to version 3 for your accreditation for Foundation, will not incur any additional costs for ATPs. For the Manager’s bridge accreditation you only have to pay the costs for the Expert level. In order to become accredited for the Manager’s bridge exam, trainers need to be certified for this exam and registered at EXIN as IT SM trainer. Your accreditation for ITIL® V2 will be valid at least until the end of 2009. An official end date is not yet known. If you are considering accreditation for V3, but are unsure how to tackle this, please contact our Service Desk. back to FAQ categories

Questions for AECs

1. What specifications should an examination room adhere to?

There are no strict rules for the examination room. However, there are two main principles here. One is that the environment should be comfortable for the candidates. They should not be hindered during the examination (e.g. by temperature or noise) and not be distracted (e.g. by people passing by or TV screens).

It is important that the environment should not be conducive to cheating. Hence, the candidates should sit at least 1.20 meters apart from each other, so that they cannot peek at each other's answers.

The supervisor should at all times during the examination be able to see and hear all candidates. No books or notes are allowed in the examination room and the use of cellphones or other communication equipment is prohibited during the examination session. With the possible exception of an EXIN auditor, no other persons are allowed access to the examination room other than the candidates and the supervisor.back to FAQ categories
2. Does EXIN limit admissions? How many students are allowed into an exam?
Yes. There are some limitations, depending on the number of supervisors available and the exam venue. EXIN requires each examination room to have at least one supervisor, and the candidates need to be sitting far enough apart (minimal distance 1.20 m) to not be able to read each other's paper. The maximum number of candidates per examination session is 40.back to FAQ categories
3. Can I order extra examination papers if needed?
If the time allows it, an AEC may order additional papers for an exam session for which they have already ordered exam papers. The shipping time may especially be a problem. Therefore it's best to order two or three extra exam papers for a session if you are unsure of the exact  number of participants. To help ensure there is no charge for the extra exams, notify EXIN two days prior to the exam date that there will be left over exam papers and mention this on the supervisor report to be sent to EXIN. back to FAQ categories
4. Can I keep unused examination papers for next time?
No, this is not allowed. Keeping the unused papers may seem economical, but in reality it often causes problems. EXIN regularly introduces new examination papers or improved versions of papers and retracts older versions. If obsolete versions arrive at EXIN, they either can't be processed in the normal way, causing delays, or may cause erroneous results for the candidates.back to FAQ categories
5. If candidates have difficulty in understanding the question, can the supervisor help?
No. The supervisor is not allowed to interfere with the examination ever. The supervisor should note the candidate's complaint down in the Supervisor's Report. If necessary, EXIN can correct the question afterwards and compensate all candidates in that examination if the wording of the question was misleading. This prevents supervisors misleading or even leading candidates in answering of exam questions. Note that exam supervisors are not necessarily ITIL®-certified, so the risk of misleading a candidate when trying to help is considerable.back to FAQ categories
6. What happens with a completed examination and how do we track the results?

For multiple-choice examinations that are not web-based or organized by Prometric or Pearson VUE, the completed examination is returned to EXIN. At EXIN the forms (the Personal Data Form and the result form) will be handled and the candidate's details and results are registered in the administrative system.
Result papers and certificates are printed and sent to the AEC. The process at EXIN normally takes less than a week. With the time added for the shipment, the candidate normally will receive the result within four weeks after the examination.

In some cases, like multiple choice examinations that are web-based or taken via Prometric or Pearson VUE the results are available immediately after the session.
Certificates for the candidates that passed are printed at EXIN and sent (normally within four weeks) to the AEC or, in the case of Prometric or Pearson VUE examinations, to the candidates.

Essay examinations, like the IT Service Manager examinations, have to be marked by experts. These experts are practitioners in the field and have to combine their role of examiner with their job.

Each examination paper is first marked independently by two examiners. The examiners compare their results for each of the candidates and discuss all substantial differences. Based on this comparison the final result for each candidate is established. Normally this process takes five weeks from the date the papers arrive at EXIN. With the time added for the shipment, the candidate will normally receive the result within eight weeks after the examination.back to FAQ categories
7. Does EXIN have marketing materials to indicate we are an Accredited Examination Center?
Yes, EXIN has developed a wall plaque and digital logo especially for Accredited Examination Centers. If you have not yet received a wall plaque or logo, please contact our Service Desk.back to FAQ categories
8. What can I use the wall plaque and logo for?
You may wish to attach the wall plaque to the entrance of your exam room and the digital logo you can use in all your digital and written communications: on your Web site, in letters, mailings, pamphlets, advertisements and press releases.back to FAQ categories
9. Is there any special branding associated with becoming an Accredited Training Provider? Will I receive any promotional or marketing materials?

Yes, training providers who are accredited by EXIN may use our special accreditation logos, which consist of a wall plaque and a digital logo for use on promotional and course materials or on Web sites. This marketing material is limited to EXIN-accredited ITIL training providers only. To obtain these materials, please contact our Service Desk.

Organizations who are appointed as an EXIN Accredited Examination Center are also encouraged to use our Accredited Examination Center logo and wall plaque. To obtain the logo and wall plaque for Accredited Examination Centers, please contact our Service Desk.

Please check the guidelines for use of the EXIN logo (pdf).back to FAQ categories
10. One of my candidates does not agree with the exam results. What can he or she do?
Exam candidates who have taken an EXIN exam via your organization and are not in agreement with their results can request the exam papers for a review. Depending on the exam, the review papers will consist of the exam text, case study, appendix, answer indicators and assessment details. A review of the exam paper is possible until a maximum of three months after the date on the final result paper. You set a date for a review in consultation with your exam candidate. Please note: the request for a  review must be received by EXIN no later than 21 days before this date. Instructions on how to organize a review session at your premises are provided in the AEC Manual.

During or after the review, the exam candidate can decide to submit a written notice of appeal (in English) against the results to the Board of Appeal. This must also be received by EXIN within three months of the date on the final result paper. Review of exam papers and appeals against results are subject to charges.back to FAQ categories
11. What is an EXIN Accredited Examination Center?
An Accredited Examination Center (AEC) is an organization that has a contract with EXIN, to host specified examinations supplied by EXIN. This primarily entails that the AEC may supply the venue and the supervision during the independent EXIN exam. Read more on how to become an EXIN Accredited Examination Center.back to FAQ categories

ITIL V3

1. What's ITIL® Refresh, and what's the motivation for it?
ITIL® Refresh is a global effort to update ITIL® in line with current business requirements and best IT practices. It was launched by the UK Office of Government Commerce (OGC) and independent organization itSMF International in December 2004. The ITIL® Refresh aims to "focus on easier implementation and improved business benefits from the use of ITIL®". The Refresh was introduced in two phases: a six-month consultation and planning stage followed by a two-year incremental development stage to update core publications. These efforts culminated in the publication by OGC of the scope and plan in December 2005. Essentially the scope and plan lead to the production of five new core books. Based on these books a new ITIL® V3 qualification scheme was developed and released in June 2007. No existing IT Service Management qualifications will be invalidated by the changes, because the core principles remain unchanged. More information on this can be found on the ITIL® Refresh page on our website, or on OGC's ITIL® Refresh page.back to FAQ categories
2. What is the main difference between ITIL® V3 and V2 books?
The version 3 material emphasizes a lifecycle approach described in the five new core books. A process-based approach was used for ITIL® V2.back to FAQ categories
3. How is the ITIL® V3 scheme structured?
 ITIL® V3 consists of four levels – Foundation, Intermediate, Expert and Master.back to FAQ categories
4. Which ITIL V3 exams are already available?
The Bridge, Foundation and several Intermediate level exams are available. Please refer to the exam overview for specific details.back to FAQ categories
5. How many points are required to reach ITIL Expert?
A minimum of 22 points is required to earn the ITIL Expert title.back to FAQ categories
6. What is necessary to acquire the 22 points needed for the ITIL Expert title?
A) a combination of ITIL® V2 Practitioner exams totaling 12 points, followed by the Managing Across the Lifecycle and finally the Service Manager’s Bridge examination.
B) 22 points accumulated across various ITIL® V3 exams, and then Managing Across the Lifecycle.
C) an ITIL® Service Manager’s V2 certificate and then the Service Manager’s Bridge exam

More information can be found in the official ITIL V3 Credit Policy (pdf). 
 
Note: In order to be able to particpate at the Intermediate level, you must have first earned an ITIL® V3 Foundation certificate, or the ITIL® V2 Foundation certificate in combination with the ITIL® V3 Foundation Bridge or ITIL® V3 Managers Bridge certificate.
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7. How was the release schedule for the intermediate exams determined by the ITIL Qualifications Board?
The schedule is determined based on the feedback from trainers and by the progress of the development team.back to FAQ categories
8. What are the requirements for a trainer who wants to provide training for the ITIL® V3 intermediate exams?
It is mandatory that trainers be registered with an officially accredited training organization, that they have successfully earned the ITIL® V3 Expert title, and that they have passed the exam for which they are providing the training.back to FAQ categories
9. What is the Qualification Board?
The ITIL Qualifications Board is the official group of ITIL® stakeholders responsible for safeguarding the quality of the ITIL® Qualification Scheme. EXIN has a seat on the ITIL Qualifications Board, together with other examination institutes, TSO as the publisher of ITIL literature, itSMF International, OGC, the Accreditor and a representative from the accredited ITIL® Training Providers.back to FAQ categories
10. How do I receive my ITIL Expert certificate?
The ITIL Expert certificate can be earned by following the ITIL V3 program or by using a combination of credits earned in ITIL V2 and ITIL V3. When a candidate acquires enough credits and successfully completes the  ITIL® V3 Manager’s Bridge exam or Managing Across the Lifecycle via EXIN, an ITIL Expert certificate will be automatically printed and sent directly to the Accredited Examination Center who arranged the exam. Certificates will also be printed retroactively for all candidates who met the requirements before the certificate was released. The ITIL Expert certificate is free of charge for EXIN candidates. Please contact your Accredited Examination Center or our service desk for details about when you will receive your ITIL Expert certificate.  (see also question 6 above)back to FAQ categories

ISO/IEC 20000

1. Can you explain to me what ISO/IEC 20000 is about?
ISO/IEC 20000, the international, independent standard for quality in IT Service Management, is an excellent tool to reach and maintain the required quality level of IT Services and to step up to the next maturity level of IT Service Management. However, its success depends on experienced and certified IT professionals who understand the true meaning of ISO/IEC 20000 and who know how to use the standard to support business goals. Professionals who have been trained for management and operational activities, to build, implement and maintain an overall IT Service Management System that meets the international ISO/IEC 20000 quality requirements. In the end, it is the people who will bring IT Service Management to life.back to FAQ categories
2. How do I know if the ISO/IEC Qualification Program is right for me?
EXIN endeavors to make use of all the potential offered by online communication. With that in mind, we are proud to present our new Web site for the ISO/IEC 20000 Qualification Program: www.takeanotherlook.it. In this ‘lean and mean’ Web site, you can learn in sharp, everyday language exactly how ISO/IEC 20000 certification can benefit you. Challenge your skills; take the ITSM & ISO/IEC 20000 test now!back to FAQ categories
3. What is the difference between ITIL® and ISO/IEC 20000?

ITIL® is a set of best practices for IT Service Management, based on the experiences of IT companies. Organizations can use (parts of) ITIL® to plan, manage and improve the internal IT processes, but they can’t get certified for ITIL®.

ISO/IEC 20000 is an international, independent standard, which specifies the quality requirements an organization must meet in IT Service Management. Organizations can get certified for ISO/IEC 20000 to prove clients they deliver high-quality IT Services.

The ISO/IEC 20000 standard is ‘framework-neutral’; it doesn’t establish which other standards, best practices and frameworks you could use in order to achieve the required quality level. However, the EXIN ISO/IEC 20000 Qualification Program for IT professionals does teach you how to use the standard as a compass for navigating across all the different IT Service Management standards, best practices and frameworks, making the best use of them all.back to FAQ categories
4. Why does EXIN offer a new Qualification Program for IT Service Management?
In line with changing customer demands and new developments in IT Service Management, EXIN’s portfolio aims at a quality approach towards IT Service Management focused on ISO/IEC 20000. EXIN and TÜV SÜD Akademie are jointly developing a Qualification Program for IT professionals who are involved in the quality improvement of IT Services at all levels: IT Service Management according to ISO/IEC 20000. The Qualification Program is based on job roles and competencies, since that is what IT professionals need in practice.

As the standard ISO/IEC 20000 establishes the quality requirements an organization should meet in IT Service Management, our Qualification Program for IT professionals shows the vision behind the standard and gives insight in ‘how to’ accomplish the required quality level of IT Services. The Qualification Program teaches students to use the framework neutral standard ISO/IEC 20000 as a compass for navigating across all the different IT Service Management standards, best practices and frameworks, making the best use of them all. Read more in this brochure (pdf).

IT Service Management previously consisted primarily of ITIL®, but recent years have seen the addition of an increasing number of standards and frameworks such as MOF, COBIT, ISO 9000, ISO/IEC 27000 (Information Security), CMMI and ASL.
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5. If I already have an ITIL® certificate, will a new ISO/IEC 20000 program actually be beneficial?
Certainly, as IT professionals who already hold relevant certificates, especially ITIL® certificates, have the option of entering the Qualification Program IT Service Management according to ISO/IEC 20000 at all levels. The combination of the ITIL Service Manager certificate and the Professional Certificate in Management and Improvement of ITSM Management Processes, automatically entitles Service Management professionals to apply to EXIN for the Service Consultant/Manager certificate. Because of their extensive knowledge of IT Service Management, certified ITIL Service Managers and Practitioners can take the ISO/IEC 20000 Foundation Bridge Exam to obtain the mandatory ISO/IEC 20000 Foundation certificate. Other side entries: SQMF earns you an exemption at Foundation level, while SQMA provides you with exemption at Professional level. Read more about the wide range of side entry routes.back to FAQ categories
6. Which people in an organization (service desk staff, middle managers, etc.) would benefit most from the ISO/IEC 20000 program?
This Qualification Program is designed for a wide variety of IT professionals, at all levels, who are involved in improving the quality of IT Services and IT Service Management. These include operational staff, supervisors, managers, senior managers, consultants, senior consultants and auditors. The program is also perfectly suited to IT professionals already experienced in standards and best practices such as ITIL®, MOF, COBIT, ISO 9000, ISO/IEC 27000, CMMI and ASL, as well as IT professionals who want to:
  • broaden their knowledge of IT Service Management
  • contribute to the improvement of the quality of IT Services and IT Service Management
  • support organizations in the development, implementation and maintenance of an IT Service Management System that meets ISO/IEC 20000 quality requirements
  • become certified as a manager, senor manager, consultant, senior consultant or advisor
  • obtain a new or renewed certification as an internal or external auditor
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7. How is the ISO/IEC 20000 program structured (i.e. will it have a three-tier plan like ITIL - Foundation, Practitioners, Managers)?
The Qualification Program IT Service Management according to ISO/IEC 20000 consists of a Foundation Level, Professional Level, IT Management Track and Auditing Track. Practical Assignments are part of the higher-level training courses. See a full overview of the three-tier plan (pdf).back to FAQ categories
8. What languages will the ISO/IEC 20000 exam be made available in, and which languages will be available first?
The exams will always be available in English first, followed by other languages at a later date. For a current overview of available exam languages, take a look in our Exam Program on our Web site.back to FAQ categories
9. Which companies are already implementing the ISO/IEC 20000 certifications in their staff policies?
There is no official list available of companies that implement the ISO/IEC 20000 certifications in their staff policies. However, the number of companies that operate or obtain certificates worldwide in compliance with ISO/IEC 20000 has been on the rise since the standard was introduced in late 2005, the main pioneers being the US, Australia, Germany, Spain and Japan.back to FAQ categories
10. Does EXIN provide a real ISO certificate? (In other words, what is the difference between being ISO compliant and ISO certified?)
Please note: There is a major difference between the Qualification Program IT Service Management according to ISO/IEC 20000 and the ISO/IEC 20000 standard. It is therefore imperative that the two are not confused.

Based on this question from our customers, we have seen that ISO/IEC certification for organizations is sometimes confused with the EXIN certification for individuals. EXIN is in no way involved in ISO/IEC certification of organizations and only provides certification to individuals. An organization can choose to operate in compliance with the ISO/IEC 20000 standard or go a step further and request certification by an external auditor in accordance with ISO/IEC 20000. Once again: this is not one of EXIN’s activities! The only link between these organizations and certified exam candidates is that organizations that operate or want to operate in compliance with ISO/IEC 20000, or have or wish to obtain ISO/IEC 20000 certification, need IT professionals who are experienced and certified according to ISO/IEC 20000 to build, implement and maintain an IT Service Management System that fulfills ISO/IEC 20000 quality requirements. Read more about the independent EXIN certification for ISO/IEC 20000 professionals in this brochure (pdf). back to FAQ categories

Other questions

1. What is the value of independent certification?
Independent certification brings added value for both IT professionals and employers. EXIN certification helps you to:
  • Strengthen your skills and improve your job performance
  • Prove your competencies to your employer and customers all over the world
  • Qualify for jobs that require specialized knowledge
  • Increased customer satisfaction
  • Better use of human resources
  • Proven quality of your IT staff
Earning an independent EXIN certificate represents solid evidence of a successful training. It illustrates IT professionals are competent and valuable to the organizations and customers they serve. Find out more about how certification can benefit you.back to FAQ categories
2. Do candidates who do not write exams in their native language get extra time to write the exam?
It is not always possible to allow extra time, and experience shows that in most cases the time available is sufficient, even to compensate for the fact that the examination is not in the native language of the candidate. In special cases an AEC may allow candidates an extra 15 minutes for each hour of normal duration of the examination. This exception should always be requested at EXIN two weeks in advance, and it must be mentioned in the Supervisor's Report (to be supplied for each session by the supervisor).back to FAQ categories
3. Am I allowed to use the ITIL® logo on my business cards?
Yes, certified IT Service Management based on ITIL®-candidates may use the ITIL® logos on their business cards. These distinguishing, internationally recognized logos are available in:

ITIL V2

  • Green, for the Foundation Certificate in IT Service Management;
  • Blue, for the Practitioner's Certificate in IT Service Management;
  • Red, for the Manager's Certificate in IT Service Management.

                /upload/images/itil/origineel/logo foundation.jpg /upload/images/itil/origineel/logo practitioner.jpg /upload/images/itil/origineel/logo service manager.jpg

ITIL® V3 pin logos from left to right:
Foundation, Capability, Lifecycle, and Expert

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4. Can I use a logo to show that I am ISO certified?
Yes. As with other top international certifications, it is important to show your achievements. Being ISO/IEC 20000 certified means that you have the skills and competencies to accomplish the required quality level of IT services.

Each level of the ISO/IEC 20000 Qualification Program comes with its own pin matching logo for your business cards:



Foundation Level
Foundation level		 Professional Level
Professional level		 Expert Level IT Management Track Consultant/manager
Expert level
IT Management Track consultant/manager


Expert Level IT Auditing Track Internal Auditor
Expert Level
IT Auditing Track
Internal Auditor    		Expert Level IT Auditing Track Executive Auditor
Expert Level
IT Auditing Track
Executive Auditor		 Expert Level IT Management Track Executive consultant/manager
Expert level
IT Management Track
Executive consultant/manager
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5. I am certified in Information Security according to ISO/IEC 27000. Is there a logo for this?
Being certified in Information Security according to ISO/IEC 27000 is an important validation for your professional skills in today’s world. Below you will find a logo for each level of the program which you have successfully completed. These can be used on your personal business materials.

Foundation



 Advanced



 Expert



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6. May I use the SCP logo to show my achievements in the Security Certified Program?

There are three logos which designate success in each level of the SCP program. These logos are an excellent addition to your Web site or your personal marketing materials such as resumes and business cards. If you satisfy the requirements, you may use the logos under specific conditions (pdf). SCP and EXIN reserve the right to monitor for proper use of these logos.

The logos below may be used by certified SCP candidates:
SCNS logo for peronal materials    SCNP logo for personal materials    SCNA logo for personal materials

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7. What is an EXIN Accredited Examination Center?
An Accredited Examination Center ( AEC) is an organization that has a contract with EXIN, and is EXIN accredited, to host specified examinations supplied by EXIN. This primarily entails that the AEC may supply the venue and the supervision during the independent EXIN exam. Read more on how to become an EXIN Accredited Examination Center.back to FAQ categories
8. Are examinations part of the training course, or are they a separate thing altogether?
More and more training organizations provide the service of organizing an independent EXIN examination session for groups of their students. But if not explicitly stated, organizing the examination is not part of the offering of the training providers, nor is the price of the examination automatically included in the price of the course. Be sure to ask your training provider for more information on this.back to FAQ categories
9. What is Prometric and what is its role?
Prometric is a worldwide provider of computer based examinations. The EXIN Foundation examinations are available in the Prometric Testing Centers.back to FAQ categories
10. What is Pearson VUE and what is its role?
Pearson VUE is a worldwide provider of computer based examinations. The EXIN Foundation examinations are available in the Pearson VUE Testing Centers.back to FAQ categories
11. Does EXIN provide training materials or books to prepare for the examinations?
Books that are useful in preparing for the examinations can be ordered in EXIN's e-bookshop. Sample examinations, which are available for free, are very useful in preparing for the real examination, and can be optained on this webpage. EXIN does not provide training or training materials. Training organizations planning to introduce a course for one of the EXIN examinations can contact our Service Desk for documentation on the accreditation and the examination requirements.back to FAQ categories
12. What is a certificate number?
From 1 December 2006, every EXIN certificate includes a unique number which is linked to the candidate information in our database. This ensures that each certificate is unique, tied to a person and fraud proof. In this way we can always check whether a certificate is genuine or not.
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