ITIL® Manager is a certified individual in IT Service Management. The qualification scheme includes Foundation, Practitioner, and Service Manager levels. In V3, it has been replaced by the ITIL® Expert level, which can be obtained through modular exams. Previously certified ITIL® Managers can progress to the ITIL® Expert level through a bridge exam and can continue training to become certified at the Master level. While not required, investing in higher-level qualifications often benefits organizations in implementing ITIL® best practices.
An ITIL® Manager is an individual who holds the Manager certificate in Information Technology (IT) Service Management. This certificate is part of the IT Infrastructure Library (ITIL®) qualification scheme. ITIL® is a registered trademark of the UK’s Office of Government Commerce (OGC) and ITIL® best practices are often regarded as an accepted standard by organizations around the world.
In ITIL® version 2 (V2), the three levels of qualification are ITIL® Foundation, the initial and most basic qualification; ITIL® Practitioner, a more advanced qualification which can be obtained through a number of different study options; and ITIL® Service Manager. The ITIL® Service Manager level qualification is the most demanding qualification in ITIL® V2. The exams required to qualify as an ITIL® Manager are essay-based exams that are usually taken after a 10-day training course. The two exams required are titled Service Support and Service Delivery and the candidate must score in both to qualify as an ITIL® Manager.
In ITIL® version 3 (V3), the ITIL® Manager qualification has been replaced by a new qualification, the ITIL® Expert in IT Service Management. The ITIL® Expert level is, like the ITIL® Manager qualification it replaces, the third level of certification. This level is achieved through passing a series of modular exams, each of which provides credit points towards the ITIL® Expert certification.
Individuals who have previously obtained the ITIL® Manager certificate on ITIL® V2 can progress to the equivalent ITIL® Expert level on ITIL® V3. Such individuals can gain recognition of their knowledge and skills by taking a bridge exam to demonstrate knowledge of ITIL® V3. The bridge exam is called the ITIL® V3 Managers Bridge exam. An ITIL® Manager who has successfully passed the Bridge exam can then continue training and be certified at the new Master level, the highest level of the V3 certification, where candidates must demonstrate the ability to apply ITIL® concepts and processes new zones.
The use of ITIL® Service Delivery and ITIL® Management does not necessarily require to be implemented by a formally qualified ITIL® Manager or ITIL® Expert individual. Many organizations operate ITIL® service desk facilities staffed only to the ITIL® Foundation level. Investing in staff training for the higher level qualifications, however, often benefits an organization in terms of more effective and comprehensive application of ITIL® best practices.
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