The ITIL Service Manager credential is rightfully recognized as one of the most difficult and sought after to attain. In its version 2 form it was a worthy measure of a professionals commitment and grasp of the practical aspects of strategic level service management thinking, albeit with an operational or process bias.
The advent of ITIL version 3 and the lifecycle core has dramatically changed the core focus and underlying perspective to one that attempts to bridge the service provider and customer views. It is natural or those who had gained the highest version 2 credential to be offered a 'bridge' they can cross to version 3, providing a spearhead of consultants and instructors ready to help the first wave of willing or interested customers.
The Service Manager V2-V3 Bridge class and exam is designed to offer a temporary drawbridge, I say drawbridge because sometime towards the end of 2008 it will be withdrawn. This article discusses in brief the perceived issues with the first iteration of this exam, and offers a downloadable, detailed analysis of the sample paper as a guide, and perhaps wakeup call to all thinking of delivery the class, or sitting the exam.
I have both conducted the Manager Bridge class, and sat the official exam. My comments are mine alone and designed to continue my long-standing aim to help my fellow professionals protect any investment in ITIL, past or planned.
Simply put, the Manager Bridge exam requires more than just attendance of a 4-day class summary. The syllabus, sample and real exam are proof each candidate must read and study every book PRIOR to attending the Bridge class and embark upon a comprehensive program of self-study spanning many months. Candidates should not expect to pass this exam from class attendance alone.
The sample examination paper is imbalanced and invites failure by requiring photographic recall of diagrams that are occasionally misrepresented on the exam paper itself. The problems begins with the syllabus, which instead of requiring the candidate to understand the key differences between the scope and content, and more especially the overall approach (exchanging a lifecycle for a process focus), requires them to study Version 3 intensely. The effect is, knowledge of version 2 is as good as irrelevant.
The complete analysis carefully assesses each question on the sample paper for clarity, accuracy in its reference sources, and offers a level of difficulty. With six questions being far too easy and eleven either very difficult or impossible, it continues the ITIL habit of failing to offer a mock exam that helps the candidate prepare for the real one. The reaction of those that must pass, the instructors and senior consultants who are 'first in' may determine the future of the ITIL Qualification Scheme.
Such an important credential deserves scrutiny by the professionals who plan their careers based upon the quality and industry recognition of the ITIL scheme. This analysis should encourage professionals to seek a greater voice in how this important qualification scheme is developed and governed.
You can download and read the complete nine page, detailed analysis here. (Access to the file will require a registration)
