HP ITIL v2 Service Manager Frequently Asked Questions

Many basic answers to questions about ITIL exams (v2 and v3, all levels) can be found on the main ITIL FAQ page.

1. How can I become certified at the Manager's level?
2. Is there a sample letter I can send to my boss explaining the level of commitment required?
3. Is there a guide that tells me exactly what steps to take and what to expect for the training and exam?
4. What is the exam like?
5. Are there any "hints" you can give me to help me pass the exams?
6. I have a lot of experience in this area - could I take the exam without taking the class?
7. How long after I take the training do I have to sit for the exam?
8. How often is the exam held?
9. I have taken my Service Manager courses with a different Training Provider. What do I need to do in order to take the exam through HP?
10. The courses I took were accredited by ISEB, not EXIN. Can I still take the EXIN exams? What do I need to provide?
11. When and how do I register for the exam?
12. Where can I take the exam?
13. Do you ever offer computer exams?
14. I have rheumatoid arthritis and cannot write 3 hours - what can I do?
15. My first language is Spanish [or Portuguese, or French, etc.] -- do you allow extra time for this?
16. How should I prepare for the exam?
17. Will I receive confirmation that I am registered?
18. Are there different Case Studies for each exam session - or will I always use the same one no matter how many times I take the exam?
19. What if my plans change and I need to cancel my exam session?
20. What can I take with me to the exam site?
21. What happens when I arrive at the exam session?
22. May I write on the Case Study?
23. Do I get any extra time to read the Case Study?
24. What if I arrive late?
25. Do I have to take both parts of the exam?
26. How are the exams graded?
27. How long will it take to get my results?
28. What score do I have to earn to pass?
29. What is the expected pass rate?
30. What is a distinguished score?
31. What if I want to dispute my exam results?
32. Is there a maximum number of times I am allowed to take the exam?
33. What if I don’t pass the second exam within 13 months of notification that I passed one part? Do I have to take all the training over, or just the exams?
34. When will I get my certificate?
35. What are the differences between the Service Manager certifications offered by ISEB and the one offered by EXIN? Is one better than the other?
36. How do I get a lapel pin?
37. Whom do I contact if I did not get my exam results or pin in the timeframe expected?
38. Are there any professional groups I can join?
39. Are there any renewals or updates I will need to do once I am certified to make my certification stays current?
40. Where can I find more information?

1. How can I become certified at the Manager's level?

We are pleased you are considering further ITSM Education from HP Education. Our Manager's Certificate in IT Service Management Program is an intense training program, unlike any you've experienced before. In order to be successful with this program, it is important that you are prepared, in terms of resources, time, and management commitment to this program

This is the most advanced ITIL training available to date.  It is two weeks of rigorous training consisting of lecture, interaction, exercises and practice exams.  Prerequisites include the:

• Foundation Certification (v2 or v3)
• 5 or more years of IT management experience

HP IT Service Manager courses include:

1. U8687S IT Service Manager: Service Support (5 day training class)
2. U8688S IT Service Manager: Service Delivery (5 day training class)
3. H8990S ITIL Managers Exam Prep: Case Study Analysis (2 day virtual training session)
4. U3269S Service Support Exam (3 hours on day 1)
5. U3270S Service Delivery Exam (3 hours on day 2)

Exams are typically offered 4-6 times per year. The exam consists of two 3-hour essay exams given over two days.

Once you have completed the exams, your results will be scored by the exam institute during a scheduled exam grading session. If you earn at least 50 points out of a possible 100 on each of the Service Support and Service Delivery exam sections, you will earn the manager's certificate in IT Service Management.

Your exam results will be mailed directly to you usually within 8 weeks of your exam date. You have 13 months from the time you pass your first exam to successfully pass your second exam in order to be certified.

» back to top

2. Is there a sample letter I can send to my boss explaining the level of commitment required?

You can use this document as the basis for a letter or other communication to management explaining the level of commitment required.

» back to top

3. Is there a guide that tells me exactly what steps to take and what to expect for the training and exam?

Our ITIL Service Manager Journey guide gives important advice on preparing for and taking the courses and exams. 

» back to top

4. What is the exam like?

The exam is tough. 

The exam sections are taken over 2 days and are essay-style examinations. The exam paper for each area – Service Support and Service Delivery -- is 3 hours long.  Over 60% of your exam score is based on a Case Study which is sent directly to you approximately 2 weeks prior to the exam.

» back to top

5. Are there any "hints" you can give me to help me pass the exams?

We strongly encourage you to put in the appropriate amount of study time, to register for and attend the ITIL Managers Exam Prep: Case Study Analysis (H8990S) scheduled approximately one week prior to the exams.  Additional important details and guidance are available here.

Even though HP currently offers EXIN based Service Manager exams in the US, you may also refer to ISEB's Guidance for Service Manager Certification candidates

» back to top

6. I have a lot of experience in this area – could I take the exam without taking the class?

No. The Examination Institute requires that you actively participate in the 10-day training. You must take part in the class discussions, presentations and team exercises.

The Instructor will give you a registration form to complete – which you must sign. This form must also be signed by the instructor who will then work with an exam coordinator and submit this to the exam institute for candidate registration.

» back to top

It is recommended that you sit for the exam within one year of participating in the training.  HP generally schedules exams two weeks after the most recent Service Delivery course at the corresponding location.

» back to top

The ITIL Service Manager’s Examination is typically offered four times each year. The 2–day essay exam is usually held on  Wednesday & Thursday:

• Wednesday – 1–4 pm: Paper #1: Service Support
• Thursday – 10 am – 1 pm: Paper #2: Service Delivery

Check the schedule links for U3269S and U3270S for exact dates and times.

» back to top

9. I have taken my Service Manager courses with a different Training Provider. What do I need to do in order to take the exam through HP?

As soon as possible, notify HP of your request.  Since HP currently offers the EXIN based Service Manager exam in the US, you will need to provide a copy of the Intake form, signed by you and your Training Provider.  The HP Exam coordinator will forward your request and form to the exam institute for review.

PLEASE NOTE that it is your responsibility to secure this signed documents from your Training Provider before HP can register you for the exams.  Only training provided by accredited course providers will be eligible for consideration.  If you took your training from a Training Provider that utilizes ISEB based exams and you have an IT2A form signed by that Training Provider, please see the answer to the following question.

» back to top

ISEB & EXIN are both bound by the regulations of APM Group and are obliged to accommodate each other's candidates, providing they fulfill the necessary requirements.  Notify HP as soon as possible of your desire to take the exams.  You must provide the ISEB IT2A form completed and signed by your Instructor.  The HP Exam Coordinator will submit them and request that you be allowed to sit for the EXIN exam at one of the HP locations.  You may be asked to provide additional information and there is no guarantee you will be allowed to sit for the EXIN exam, however, we will do our best to help you.

» back to top

• Registration for the IT Service Management Exam is required by the Examination Institute approximately 4-6 weeks prior to the exam dates
• Please go to http://www.hp.com/education/sections/itsm.html and look for items U3269S and U3270S

» back to top

HP offers the exam at varying locations.  See the current schedule by visiting http://www.hp.com/education/sections/itsm.html and looking for items U3269S and U3270S.

» back to top

Yes!  Currently, HP Education offers EXIN based Service Manager exams. HP has worked closely with EXIN and is the only training provider able to offer exam candidates the ability to type their exam answers instead of handwriting their answers.

» back to top

Candidates who have disabilities or special needs and require ‘Reasonable Adjustments’ must inform their instructor and make a notation on their IT2A form. ISEB request that all Candidates with Reasonable Adjustments read the documentation available on the ISEB website and complete the form attached to the document. This should then be submitted to ISEB with the relevant documentation for consideration. A timely request and replies to any inquiries will help us so we can help you

» back to top

See this answer.

» back to top

16. How should I prepare for the exam?

Successful candidates usually do these things:

• Enroll in the 2-day exam preparation class offered by HP
• Plan to take off time to study for the exam
• Make a Study Plan and/or Form study teams
• Allow 2-4 weeks to prepare

This is a tough exam.  Read about your IT Service Manager Journey here to see what is expected and the key steps to take.

» back to top

17. Will I receive confirmation that I am registered?

Yes. You will receive an email confirmation from the HP exam manager.

» back to top

18. Are there different Case Studies for each exam session – or will I always use the same one no matter how many times I take the exam?

You will not necessarily use the same case study.  ISEB and EXIN have developed a collection of Case Studies. They may re-use them through several exam cycles and then discontinue their usage.  HP has no control over which Case Study is used

» back to top

Notify the HP exam manager immediately.  Depending on the time between your notification to HP and the exam start date, you could forfeit your exam fee(s). In some cases, you may be allowed by HP to apply the fee to a later exam.

» back to top

Take along:

• 2 forms of identification; one must have a photo
• Your Foundation certificate/candidate # or Foundation certificate to prove you have earned your Foundations certification
• Black ink pens
• Leave at home: papers, books, case study, notes, calculators, laptop

HP Education strongly recommends that students bring to class a copy of the each of the following publications:

• ISBN #0113300174 ITIL Service Delivery
• ISBN #0113300158 ITIL Service Support
• ISBN #0-9254706-40 ITSM Pocket Guide

These books are available from a number of sources, including http://www.itsmfusa.org and http://www.amazon.com.  These books are also available on CD for those students who will be bringing laptops to class. This course involves an average of 2-3 hours "homework" per night outside of normal class time.

Note that these books are not required to participate in class.  However, use of these books to supplement your HP course workbooks is strongly recommended as an additional source for study and exam preparation.

» back to top

21. What happens when I arrive at the exam session?

• The proctor/invigilator will greet you and verify that you are registered for the exam
• Each day you will be given an exam packet that includes a cover sheet, the exam (Service Support or Service Delivery), a new copy of the Case Study and writing paper
• When the proctor has gone over the instructions, he or she will call time and you may start
• You will be asked to mark your candidate number on all papers
• The proctor will announce the time throughout the exam
• At the end of the exam you will return ALL materials to the exam proctor

» back to top

Yes. You may write on the case study, on the exam and on the writing pad. However, only the information on the writing pad will be scored.

» back to top

No. You get a full three hours to read and write your exam.  You will receive the Case Study approximately two weeks prior to the exam.

» back to top

If you arrive more than 15 minutes late you will NOT be allowed to sit for the exam

» back to top

• If this is the first time for you to sit for the exam, you must sit for both the Service Support and the Service Delivery papers
• If you fail one paper, you must pass the other portion within 13 months of notification of your results to earn your certificate
• If you fail both papers, you may choose to re-sit for only one portion if you like and then re-sit the other paper later

» back to top

All exams are returned to the exam institute. They are photocopied and distributed to two pairs of Examiners who will mark the papers. Therefore, if you sit both Service Support & Service Delivery you will have four Examiners marking your scripts. The scripts are marked and then the two Examiners reconcile their marks, giving particular attention to borderline marks. If the pair of Examiners cannot reconcile the complete paper, they may involve a 3rd Examiner and then ask the Chair of the Examiners Panel for his opinion. They will see only your candidate number, not your name. The exam institutes take great care to assure that your scores are marked as objectively as possible.

» back to top

It will take approximately 8 weeks – just enough time for you to decide to re-sit the next exam, if needed.

» back to top

• You must earn at least 50 points on a section (Service Support or Service Delivery) to pass that section
• To earn the Manager’s Certificate in IT Service Management, you must score 50 points on both sections

» back to top

Internationally, the pass rate is approximately around 62%.

» back to top

• If you earn 65 or more points on a paper, you will have passed that paper with distinction.
• To earn your Manager’s Certificate in IT Service Management with Distinction, you must earn more than 65 points on both papers at the same sitting.

» back to top

Before you commence this, it is recommended you contact your instructor for guidance.

EXIN allows you to review your exam results (in a proctored session, at your own expense). If you wish to appeal the actual scores, you should work directly with EXIN to utilize their exam review process. Please note that EXIN does have specific requirements as to what exams are eligible for review.

» back to top

You may take the exam as many times as you wish.  However, you will be required to pay for each exam.

» back to top

The ITIL Certification Management Board (ICMB) regulations state that a candidate must retake any failed papers within 13 months of the results being issued. A candidate failing to do so will be required to resit the entire exam. However, there may have been extenuating circumstances for the candidate, and these should be discussed as soon as possible to determine what options, if any, are available.  Contact your HP exam manager if this is or may be an issue for you.

» back to top

Certificates will be mailed 2-4 weeks after notification of results.

» back to top

Both ISEB and EXIN are governed by the ITIL Certification Management Board, who meet regularly to ensure that the quality and consistency of the examinations are comparable. Therefore, the certificates are equivalent.

» back to top

With your notification from the exam institute that you have earned the Manager’s Certificate in IT Service Management, they will send you a pin within 2-4 weeks. There will be a form to complete to request a RED lapel pin, this should be completed and returned to:- itSMF, Webbs Court, 8 Holmes Road, Reading, RG6 7BH

» back to top

You should contact your HP exam manager, who will contact the exam institute on your behalf.

» back to top

• The IT Service Management Forum (itSMF) hosts conferences and other educational events for IT vendors, users and practitioners so you may network with other IT professionals.  There are also many local user groups (LIGs) that provide networking and learning opportunities.  Please go to http://www.itsmfusa.org for more information and to join.
• The Institute of IT Service Management (IOSM) is a professional society dedicated to promoting professionalism and ethical conduct within the IT Service Management community. Please go to http://www.iosm.com for more information and to join.

» back to top

Currently, there are no requirements for re-certification.

» back to top

Please go to http://www.iseb.org.uk or http://www.exin-exams.org.

» back to top