A Guide to our

Service Catalogue
Qualification for
Candidates

Service Catalogue is a new

complementary qualification
to the ITIL V3 scheme,
recommended by IQC, itSMFIs
International Qualification and
Certification Subcommittee. Upon
achievement of the qualification,
candidates will be able to:
I analyse and adopt new ways

to control demand

I publish and track service

pricing and cost

I automate service request

management and fulfillment

Obtaining the qualification will
give candidates 1.5 credits
towards the ITIL V3 Expert
certification.

I A description of the service

I Timeframes or service level agreement for

fulfilling the service

I Who is entitled to request/view the service

I Costs (if any)
I How to fulfill the service

Studies show that implementing a role-driven, online,

searchable catalogue with standardised services can
convert costly requests for information, status, how-to
and new service calls into zero-cost web-based user
self-service. The Service Catalogue looks at common
activities such as ordering of PC/desktop,
telecommunication, collaboration and support services,
which can produce measurable results and assures
consistent service pricing and quality.

What is
Service
Catalogue?

A "Service Catalogue", as defined in the ITIL Service Delivery

guidance, is a list of services that an organisation provides,
often to its employees or customers. Each service within the
catalogue typically includes:

The importance of an accurate Service

Catalogue cannot be underestimated.
Candidates can now gain a recognised
qualification in this discipline while
working towards their ITIL Expert
Certification.
Colin Rudd, itSMFI Director of
Professional Qualifications and
Certifications

The Service Catalogue syllabus looks at the

implementation of workflow and how this can reduce the
time it takes to fulfill services, saving numerous hours per
request. Organisations can thus reallocate precious staff
time to more strategic initiatives.

The exam
The qualification is a Foundation Plus level as it is a
multiple choice examination at a level higher than a
standard Foundation exam, but is not as challenging as
an Intermediate exam.

I
I
I
I
I

40 Simple and Complex multiple-choice questions

To be completed in 75 minutes
Closed-book
26 correct answers out of 40 are required to pass (65%)
The exam is currently paper-based. An on-line exam
will be available in future.

Obtaining the qualification will give candidates 1.5 credits

towards the ITIL V3 Expert Certification

How can I take the Service

Catalogue qualification?
Service Catalogue is an APMG-International qualification.
Training courses in Service Catalogue, including the exam,
will be available through Accredited Training Organisations
from September 2009. Training companies wishing to offer
the qualification must be accredited by APMG-International.
You will need to contact the individual training
organisations for details of locations, fees and formats
for training courses. APMG-International does not hold
information on the ATOs individual courses but we ensure
the training provided by ATOs meets APMG's required
standards, in accordance with the quality standard
EN45011.

For further information visit:

www.apmg-uk.com

Candidate Pre-requisites
To be eligible to take the APMG-International Service
Catalogue qualification, candidates should fulfill the
following requirements:

I Have attained the ITIL Foundation Certificate,

preferably V3.

I Have attended at least 18 hours of instruction

(exclusive of breaks, lunches and the exam) with an
accredited training organisation or e-learning based
on this syllabus, as part of a formal, approved
training course.

I It is strongly recommended that candidates have

exposure to basic Service Catalogue concepts

and related work experience of around two years.
It is also recommended that students complete
at least 12 hours of personal study in preparation
for the examination.

The syllabus

Qualifications which help further

promote specialised knowledge
from within ITIL practices will be
a welcome addition to the overall
Qualification Scheme. We are
pleased to continue to offer more
choices for ITIL certification.
Sharon Taylor, ITIL V3 Chief Examiner

APMG-UK
Number 12, The Valley Business Centre, Gordon Road,
High Wycombe, Buckinghamshire, HP13 6EQ
Tel: +44 (0) 1494 452 450
Fax: +44 (0) 1494 531 952
Email: servicedesk@apmg-uk.com
Web: www.apmg-uk.com
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