FAQ's

Q. Can I easily buy the ITIL® books and are the books available in electronic format?

A. Yes and yes. The books are available on CD ROM and are readily available for purchase from a number of book retailers. Here are a few examples: ITIL® books can be purchased from itSMF at www.itsmf.com, also from the TSO at www.clicktso.com, www.formatpublsihing.co.uk, www.amazon.com, from ITIL® Books, specialized on-line booksellers at www.itilbooks.com.

Q. What is the difference between ITIL® and ISO 9000?

A. ISO 9000 is a Quality Assurance Standard that essentially asks you demonstrate that you have documented statements of what you do and requires evidence of such practice. Whereas ITIL® describes and defines what you should be doing to achieve the ISO 9000 quality achievements. Interestingly, ITIL® is poised to become an ISO standard by middle of 2006. Currently, the British Standards Institute (BSI) has published and submitted the BS15000 as the Industry Standard for IT Service Management. BS 15000 is based completely on ITIL® and as such, all IT organizations having embraced it precepts will be in closer conformance, if not in full compliance to the Standard when it comes avaialble. Compliance to BS 15000 enables an organization already engaged in a strategy to become ISO 9001:2000 certified to achieve this sooner with respect to its IT infrastructure operations. However, BS150000 is far more stringent than ISO9000 and is therefore much more difficult to achieve.

Q. Are the older ITIL® books still relevant today, in light of the new 7-set publication?

A. ITIL® best practices are constantly being updated. This is done to ensure that the advice is consistent with the basic ITIL® process model and to take into account changes in technology and emerging business practice. The best practice message in the older books still has validity today as when they were written but dated in their examples and may, in some cases, not be the most effective ways of managing IT given the improvements and learning's over the last 30 years.

Q. Does ITIL® work in an e-business environment?

A. Absolutely. The processes required to plan, design, develop, test, implement, control and manage an e-business application solution are no different to any other application of IT in achieving business goals. In fact, numerous organizations use the ITIL® framework to increase stability in their IT infrastructure to keep their e-business operating securely and smoothly. Examples of such organizations include Microsoft, HSBC, Barclay's Bank, Boeing Company, and Proctor & Gamble.

Q. Can the courses leading to ITIL® Certification be delivered onsite?

A. Absolutely. In addition to The Centre For IT Service Management's public course schedule, the organization offers courses delivered in-house/on-site. This can lead to significant savings in your training budget and the courses can be tailored to your needs. In fact, all ITIL® certification courses can be delivered in the same way. Additionally, we recommend that you take advantage of the Professional Development courses we offer. These courses are practical workshops delivered in such a way that participants learn real transferable skills required to execute the principles of ITIL® in an organizational setting.

Q. Why are there four examining boards?

A. There are only two Examining bodies. ISEB and EXIN. ISEB (Information Systems Examination Board) offers ITIL® examinations primarily to the UK and Commonwealth countries, but this is changing. EXIN (Examination Institute for Information Science) - based in the Netherlands -- offers examinations to the world in different languages. Loyalist College of Arts and Technology, in Belleville, Ontario, Canada is an EXIN partner, organizing EXIN's paper-based ITIL® exams in the United States and Canada and provides independent proctoring and administrative services; while Thompson-Prometric Test Centres provide a network of Accredited Examination Centres across the world where exams for the Foundation and Practitioner certification can be taken from both ISEB and/or EXIN. The certifications from ISEB or EXIN are identical and equivalent.