ItSMF BRASIL

http://www.itsmf.com.br
http://www.exin-exams.com
Valor mdio de Curso ITIL Foundation = R$ 1.700,00 por profissional
Certificao Exin = R$ 650,00
O frum composto por usurios, fornecedores, empresas, organizaes governamentais, instituies de
ensino independente de tamanho e atuao. Duas categorias:

Usurios: Organizaes/indivduos trabalhando para implementar solues internas de

gerenciamento de TI

Fornecedores: Organizaes que oferecem produtos e/ou servios para usurios

A Diretoria Executiva eleita em assemblia geral ordinria para 2005 :

Nome

Empresa

E-mail

Presidente

Geraldo
Coen

PUC

gcoen@pbrasil.com.br

Vice
Presidente

Sergio
Rubinato Filho

Quint
Wellington
s.rubinato@quintgroup.com
Redwood

Diretor
deSonia
Relacionamento
Penteado

IDG Brasil

spenteado@idg.com.br

Diretor Financeiro

Dorival
Dourado Jr

Serasa

dourado@serasa.com.br

Diretor
Associaes

Mario
Gajanigo Filho

CSC Brasil

mariog@cscbrasil.com.br

Diretor
Marketing

Jorge
Cordenonsi

IBM Brasil

cordenon@br.ibm.com

Diretor de Eventos

Luciana
Abreu

Multimidia Brasil

luciana@davinci.com.br

Diretor
Administrativo

Larissa
Griska

Consultora
Independente

larissa.griska@terra.com.br

Alexandre
Campos Silva

XNX
e-learning
alexandre@xnx.com.br
company

Marcelo
Amorim

Orbium

Suplentes

Eurico
Soalheiros
Claudio
Marinho

BrasBras
Figueiredo
Exceda

marceloc@orbium.com.br
e
euricos@bf.com.br
cmarinho@exceda.net

Adalberto Araujo Getronics

adalberto.araujo@getronics.com

Silvio
Chelli

Infoserver

silvioc@infoserver.com.br

Roberto
Agune

Governo do Estado
de So Paulo

Ary
Plonski

IPT

plonski@ipt.br

Roberto
Zink

IPT

zink@ipt.br

Ren
Lapyda

Prodesp

rlapyda@sp.gov.br

Joo
Cerqueira

HP Brasil

joao.cerqueira@hp.com

Maurcio
Gighonetto

HP Brasil

mauricio.guigonetto@hp.com

Conselheiros

Armando
DalColleto

Selnise
Almeida

de
DBA

Alberto
Kushima

selnise@dba.com.br

ITM Brasil

alberto.kushima@itmbrasil.com.br

Francisco
SERPRO
Gentil Espldora

francisco-gentil.
espildora@serpro.gov.br

Ruy
Shiozawa
David de Paulo
ITXL
Pereira
Edilene
Rodrigues

Banco
AMRO Real

Robespierre
Sentelhas

SUCESU-SP

Maria
Pascale

dpereira@itxl.com.br
ABN

pierresent@mandic.com.br

LuizaGoverno do Estado
lpascale@fundap.sp.gov.br
de So Paulo

Milena Andrade

Quint
Wellington
m.andrade@quintacademy.com
Redwood

Foundation Certificate in IT Service Management (ITILF.PR)

Examinations
Certificado Elementar de Gerenciamento de Servios de TI (ITIL Foundation)
Target group
Grupo objetivo
O exame da Fundao ITIL est previsto para a qualificao de:
1. empregados na rea de gerenciamento de uma infra-estrutura de TI, que trabalhem com
processos que so ou sero organizados segundo os princpois de ITIL ;
2. candidatos que buscam uma formao superior como Profissional ou Gerente Certificado
em Gerenciamento de Servios de TI (Practitioner's o Manager's Certificate in IT Service
Management). Para eles, o certificado da Fundao ITIL uma condio imprescindvel.
Prerequisite knowledge, skills and practical experience
Conhecimentos prvios, habilidades e experincia prtica:
Em todos os casos, se supe que os interesados tenham conhecimentos elementares e experincia
em informtica, meios de informatizao e o gerenciamento dos mesmos.
Examination requirements
Requisitos para o exame
1. A importncia da prestao de servios de TI e da infra-estrutura de TI em uma
organizao.
2. Enfoque processual da organizao empresarial
3. Modelo de referncia da ITIL para o gerenciamento
4. Conceitos bsicos
Horas de estudio
Para se poder prestar o exame da Fundao ITIL, esto previstas 40 horas de estudo. Esta uma
indicao. Pessoas que, atravs do trabalho ou de leitura , j sejam familiarizadas com ITIL,
necessitaro menos tempo de estudo.
In course assessment
Avaliao durante o curso (incourse assessment)
No.
Literature
Literatura
Service Delivery
Norwich/London: OGC/ The Stationery Office, 2001
ISBN 0113300174
Service Support
Norwich/London: CCTA/ The Stationery Office, 2000
ISBN 0113300158
itSMF IT Service Management, an introduction First impression, first edition
Van Haren Publishing
ISBN 90-806713-63
Time alloted for examination
60
Examination type

Tipo de exame
Mltipla escolha , 40 perguntas
Examination details
Detalhes do exame
Durante o exame no permitida a consulta a literatura ou anotaes

Frequently Asked Questions

On the FAQ pages you will find the answers to many questions we often hear.
In case you have any questions which have not been answered on this site, please send your question by
e-mail to info@exin-exams.com or contact us by telephone at: **31 (30) 234 48 53.
Preparation
1. Does EXIN or it's examination agents provide ITIL Training?
No. EXIN takes care off the development and quality control of the examination and certification process.
EXIN agents provide services for the examination and certification processes within their regions. A list of
agents and training providers can be located on our web site: training institutes .

2. Do I need to take an (accredited) training to write an ITIL examination?

Accredited training is always recommended and for the ITIL Practitioner and the ITIL Manager
examinations taking part in an accredited training is mandatory.
3. Is there a minimum or maximum number of students in an ITIL training?
EXIN does not use an exact minimum or maximum for the number of participants in an accredited training,
as these may depend on the type of course (class-room, web based) and the training plan (exercises,
simulations, syndicates). During the initial accreditation audit the intended number of participants may be
one of the points meriting attention. As a rule of thump, a class-room training typically will have at least six
and at most sixteen participants.
4. Do I have to participate in formal training before I can take the ITIL Foundation examination?
No, you don't have to take a course. You can also prepare for the ITIL Foundation examination through
self-study.
5. How much does an ITIL training cost?
It is up to the training providers to determine the prices of their training. Contact the training organization,
for their training fees.
6. Are pre-study materials needed for ITIL courses?
Most ITIL training organizations provide their training materials during the course and don't use specific
pre-study materials. Among the materials provided are often books about ITIL, like the ITIL books about
Service Support and Service Delivery.

If you are planning on taking up studying ITIL, buying and reading the ITIL books on Service Support and
Service Delivery is a good starting point. To prepare for the ITIL Foundation examination there is an
excellent overview of ITIL in the ITSMF book 'IT Service Management, an introduction'.
Other books, like the 'Guide to IT Service Management' contain interesting chapters on subjects in the field
and experiences of practitioners. In our bookshop sample examinations can be ordered. This may also help
you to prepare for all of the ITIL examinations. See exam requirements for literature needed or
recommended for studying.
Information on books on IT Service Management can be found in the E-shop.

7. If I take a an ITIL Foundation course in Spanish, French, German etc. do I still have to learn the
ITIL terms in English?
Yes, you do. In the examinations you will find both the English as well as the Spanish terms. The ITIL
terms can be found in the exam requirements.
8. Where can I find a training organization?
Look at the training institutes on this website.
Registration
Candidates
1. I want to take an ITIL Foundation examination. How can I register for that examination?
There is a difference in registration for self-study candidates and candidates who take a course. Further
information on our website: Registration.
2. I did not pass my examination. When can I rewrite the examination?
In order to rewrite an exam, the candidate can apply to the agent or the examination institute. They can tell
you when and where you can rewrite the examination.

Trainers
3. Is it possible to change the date on which my group of candidates would take the examination?
In order to change the exam date, please contact the agent or EXIN.
Examination session
1. How many questions can I expect on my exam?
The number of questions is different per exam. It depends on the content of the exam and the diversity of
the topics. In general a multiple-choice exam exists of thirty to sixty questions. The ITIL Foundation and
ITIL Practitioner examinations have forty questions. The ITIL Service Support and the ITIL Service Delivery
examinations contain five questions each (each of which may have sub-questions).

2. How much time does the exam take?

The duration of the exam is different per module. In general multiple choice exams and written exams take
between one and three hours. You will find the exact duration of your exam on this website. By selecting
the exam of your choice you will obtain specific information about the exam.
3. Are all EXIN examinations paper based?
All EXIN examinations are available paper-based. If the infrastructure is available, EXIN can also offer webbased examinations.
4. Can I take the exam ITIL Foundation on-line?
You can take the English exam ITIL Foundation on-line at one of the Prometric test centres. If you want to
know if there are other places to take the exam on-line, please ask your trainer or training institute.
Results
1. Where are the EXIN examinations marked?
The EXIN exams are marked through EXIN or the examination agencies.
2. How long do I have to wait for the results of my multiple choice examinations?
For each multiple choice exam, every candidate receives the result paper and certificate within four weeks
after the examination session.
3. How long do I have to wait for the results of my open question examinations?
For each open question exam, every candidate receives the result paper and certificate within eight weeks
after the examination session.
4. How does a candidate receive the result and the certificate of an EXIN examination?
The Authorised Examination Centres (AEC) that organized your EXIN examination will also provide you
with a result paper and, if you passed, a certificate. The AEC will receive the results and certificates from
EXIN.
After a computer based (Prometric) or web based multiple-choice examination you will receive the result
immediately after finalizing the examination. The certificates will then be sent to you via the AEC or by
EXIN directly.
5. How can I change the names printed on the EXIN certificate?
At the start of the examination session one fills in the Personal Data Form. On this form there is an item
where you can specify exactly how your name should be printed on the certificate.
6. How can one retake the exam? And how many times?
In the unfortunate case you failed an examination, you can take part in another examination session. This
does not necessarily have to be at the same AEC. For the retake of a Foundation examination you could
for example turn to one of the Prometric Testing Centers.

There is no limit to the number of times one can retake the examination.
7. What is the pass rate of the EXIN examinations?
Obviously, the pass rates fluctuate. EXIN does not change the pass mark automatically if a group of
candidates' scores below the current pass rate. Dropping Pass rates may indicate a problem in either the
preparation of the candidates or in the quality of the examination paper. EXIN monitors the exam results
and investigates deviations to take appropriate measures.
Over the last year the pass rate of the ITIL examinations were approximately:
ITIL Foundation 85%
ITIL Practitioner 65%
ITIL Service Support 55%
ITIL Service Delivery 65%
8. Is there a possibility to appeal against the result of an examination?
Yes. If you have reason to believe that your result is not correct, you can launch an appeal. The AEC can
provide you with a form where the details can be filled in and the reason for the appeal can be stated.
The cost of launching an appeal is 150 US$. If the appeal is found to be justified, this fee will be refunded.
For essay style (i.e. non multiple-choice) examinations it is possible for the AEC to organize a session
where the candidate can inspect the answers given in combination with the questions and the marking
guidelines. The fee for such a session is 150 US$ and the duration is 1 hour.
The AEC can contact Service@exin-exams.com to request the materials for the session.
These sessions must be supervised (like an examination), and it is not allowed to take out any notes or
copies of these documents. The candidate is given the opportunity of filling in an appeal form during the
session (to be sent to EXIN by the AEC).
AEC
Questions of interest for organizations organizing EXIN examinations.
1. What happens with a completed examination and how do we track the results?
For multiple-choice examinations that are not web-based, or organized by Prometric or Quantum,
the completed examination is returned to EXIN. At EXIN the forms (the Personal Data Form and the
result form) will be handled and the candidate's details and results are registered in the
administrative system.
Result papers and certificates are printed and sent to the AEC. The process at EXIN normally takes
less than a week. With the time added for the shipment, the candidate normally will receive the
result within 4 weeks after the examination.
In some cases, like MC-examinations that are web-based or taken via Prometric the results are
available immediately after the session.
Certificates for the candidates that passed, are printed at EXIN and send (normally within 4 weeks)
to the AEC or, in the case of Prometric examinations, to the candidates.
Essay style examinations, like the ITIL Manager examinations, have to be marked by experts. These
experts are practitioners in the field and have to combine their role of examiner with their job.
Each examination paper is first marked independently by two examiners. The examiners compare
their results for each of the candidates and discuss all substantial differences. Based on this
comparison the final result for each candidate is established. Normally this process takes 5 weeks,
from the date the papers arrive at EXIN. With the time added for the shipment, the candidate will

normally receive the result within 8 weeks after the examination.

2. Is there a minimum or maximum number of students in an examination?
The maximum number of participants in an examination depends on the number of supervisors and
the venue for the examination. Each examination room should at least have one supervisor and the
candidates need to be sitting far enough apart (minimal distance 1.20 m) not to be able to read each
others paper.
The maximum number of candidates per examination session is 40.
3. If the examination is not in the native language of the candidate, is extra time allowed?
It is not always possible to allow extra time and experience shows that it in most cases the time
available is sufficient, even to compensate for the fact that the examination is not in the native
language of the candidate.
In special cases an AEC may allow candidates an extra 15 minutes for each hour the examination
normally takes. Such exception should always be requested at EXIN 2 weeks in advance and it
must be mentioned in the Supervisors Report (to be supplied for each session by the Supervisor).
4. If candidates have difficulty in understanding the question, can the supervisor help?
No. The supervisor is not allowed to interfere with the examination. The supervisor should take a
note about the candidate's complaint in the Supervisor Report. If necessary, EXIN can afterwards
correct the question and compensate all candidates in that examination if the wording of the
question was misleading.
If the supervisor would try to help, either the interpretation of the supervisor may be wrong or the
suggestion of the supervisor may provide the candidate with an answer which the candidate did not
know on his or her own account.
5. Can I keep unused examination papers for next time?
No, AECs should not keep unused examination papers. Keeping the unused papers may seem
economical, but in practice often causes problems. EXIN regularly introduces new examination
papers or improved versions of papers and retracts older versions.
If obsolete versions arrive at EXIN, they either can't be processed in the normal way, causing
delays, or may cause erroneous results for the candidates.
6. Can I order extra examination papers if needed?
If the time allows it, yes, an AEC may order additional papers for an examination session for which
they have already ordered exampapers. Especially the shipping time may be a problem. AEC's best
practice here is to order two or three extra exampapers for a session if the exact number of
participants is not known. If the number of candidates in the examination is known by EXIN 2 days
before the examination starts, no fee is invoiced for papers that are not used.
7. What are the requirements for an examination room?
There are no strict rules for the examination room. However, there are two main principles here.
One is that the environment should be comfortable for the candidates. They should not be hindered
during the examination (e.g. by the temperature, noise) and not be diverted (e.g. by people passing
by, t.v. screens).
And obviously, the environment should not facilitate cheating. Hence, the candidates should sit at

least 1.20 meter apart form each other, not being able to read each other's answers. The supervisor
should at all times during the examination be able to see and hear all candidates. No books or notes
are allowed in the examination room and it is not permitted to use communication equipment during
the examination session. With the possible exception of an EXIN auditor, no other persons are
allowed access to the examination room than the candidates and the supervisor.
Pilot IPRC (Clustering of ITIL Practitioner)
1. When will the new Practitioner Release and Control examination be available?
Currently the Practitioner Release and Control is in the pilot stage.
During the pilot stage training organizations will be informed so they can start developing their training for
the new certificate. Training organizations that are interested are invited to contact EXIN: service@exinexams.com. The first public examinations in English for the new certificate will be available on March1,
2005. In July 1, 2006 German and Dutch versions will follow.
2. Will the new certificate replace the current Practitioner Change Management and Practitioner
Configuration Management?
Yes, eventually. Approximately one year after the introduction of the clustered Practitioner Release and
Control (in 3 languages) the examinations for the Change Management and Configuration Management
will come to an end. This will be on the 1st of July 2006.
3. Do I have to replace my old certificates?
No, your EXIN certificates always keep their value. If in the future certain rights can be obtained from the
Practitioner certificate Release and Control, similar rights will be granted to those that obtained the
individual certificates for Change and Configuration Management. However, additional requirements may
be set to prove knowledge and experience in Release Management.
4. If I have passed one of the examinations in Change or Configuration
Management, can I skip part of the examination for the Practitioner Release and Control?
No, this will not be the case. The relationship between the processes will be an important issue in the new
examinations. Maybe your training provider could offer you a program taking into account that you already
proved your skills in part of the subjects in the new Practitioner track.
5. What are the duration and price of the clustered practitioner examination?
Details of the training program will mainly depend on the training provider. Typically a Practitioner training in
Release and Control will take approximately 5 days, which, depending on the training provider, could be
one training block or several sessions during a certain period of time. The price of the new Practitioner
examination for 2005 is: 185 USD or 180 Euro.
6. Are there other plans to change the current ITIL certification scheme?
Yes, there are some ideas and suggestions. EXIN is planning to develop other clusters of Practitioner
certificates in the domain of Service Support and Service Delivery in the following years. The next cluster
will entail: Service Desk, Incident Management and Problem Management.
EXIN is also discussing with other parties involved in the ITIL certification scheme to change the
examination for the Managers certificate in the near future. The main idea is replacing the current
requirement of passing two examinations (roughly in Support and Delivery) by introducing an intermediate
level certificate (Advanced Professional in IT Service Management). The training for the Managers
certificate then could be more focused on the managerial issues and guarantee an expert level in IT

Service Management.
Other Questions

1. I earned my Foundation Certificate a few years ago. Will I have to update this certification
with the release of the new exams?
No. Your Foundation Certificate is still valid and can be used in the future to fulfill part of the prerequisites
for Practitioner and/or Service Manager exams.
2. I successfully completed the Service Delivery exam a few years ago and now I would like to take
the Service Support exam. Will I need to rewrite the new Service Delivery exam to qualify for
the Manager's Certificate in IT Service Management?
No. Passing a mix of the old and new exams will still qualify towards the requirements to obtain your
Manager's Certificate in IT Service Management.
3. What languages are the ITIL examinations available in?
The Foundation examinations are available in English, French, Spanish, German, Portugese, Chinese,
Japanese and Russian. The Practitioner examinations are available in English. The Service Manager
examinations are available in English, German and Russian.
4. I would like to ask about the use of ITIL logos on our marketing,sales and course material. Do
you have a set of official logos that we can use?
Yes! You can send an e-mail to info@exin-exams.com.
5. When will I receive an ITIL pin?
It has been a well-known tradition for years that passing an ITIL-exam does not only result in a certificate,
but is also accompanied by this pin. If you did not receive your green (ITIL Foundation), blue (ITIL
Practitioner) or red (ITIL Manager) pin, you can order one by sending an email to Service@exinexams.com with your name, address, examination date and candidate registration number.
6. What is an EXIN Authorised Examination Center?
An Authorized Examination Center (AEC) is an organization that has a contract with, and has been
accredited by, EXIN to provide an examination venue for specified examinations supplied by EXIN.
7. What is an EXIN Examination Agent?
An Examination Agent is an organization that has a contract with, and has been accredited by, EXIN to act
on behalf of EXIN with respect to the operation of its examination scheme.
EXIN has found some prominent organizations to tailor the EXIN examinations to the needs of the local
market and to provide assistance in translations, marking of essay style examinations, accreditation of
course providers and support for candidates.
Loyalist College and TV Akademie are EXIN Examination Agents (in the US, Canada and Germany).

8. Are examinations included in the course?

Some course providers offer the service to their customers of organizing, via an AEC, an examination
session for each of their groups of students. But if not explicitly stated, organizing the examination is not
part of the offering of the course provider, nor is the price of the examination automatically included in the
price of the course.
9. Are ITIL training organizations audited?
Apart from the initial audit needed to determine whether the training can be accredited, EXIN performs
audits during training sessions of the accredited training organizations.
In these audits the training organization, the courseware and the trainers will be assessed against the rules
and standards set out in the EXIN accreditation regulations.
10. What is the role of Loyalist College, TV Akademie?
Loyalist College and TV Akademie are EXIN Examination Agents (in the US, Canada and Germany).
An Examination Agent is an organization that has a contract with, and has been accredited by, EXIN to act
on behalf of EXIN with respect to the operation of its examination scheme.
Via its Examination Agents EXIN is able to organize EXIN examination panels with local experts who
review the translation of examinations and mark essay style examinations. Examination Agents also
organize (public and in-company) examination sessions and issue the EXIN certificates with their logo
added.
11. What is Prometric and what is its role?
Thomson Prometric is a worldwide provider of computer based examinations. The EXIN ITIL Foundation
examination is one of the examinations available in the Prometric Authorized Testing Centers.
12. Does EXIN provide training materials or books to prepare for the examinations?In the EXIN Eshop books that are useful in preparing for the examinations can be ordered.
Specimen examinations (sample papers), very useful in preparing for the real examination, can also be
ordered in the EXIN E-shop.
EXIN does not provide training or training materials.
About EXIN
EXIN is an independent, worldwide IT examination provider with more than 40 years of experience. We
specialize in establishing educational requirements, and developing and organizing examinations in the
field of Information Technology. EXIN has already certified more than 250.000 professionals in IT,
worldwide. Thanks to more than 40 years of experience EXIN has acquired a thorough and extensive
knowledge in this field, thus fully warranting the quality of these examinations, both didactically and with
respect to content. With examinations like ITIL, PRINCE 2 and ISPL, EXIN plays an important role in the
development of international qualification standards. EXIN ITIL examinations are now available in 9
languages. For more information select: who is EXIN?
Address:
EXIN
Examination Institute for Information Science
Godebaldkwartier 365

3511 DT UTRECHT
P.O. box 19147
3501 DC UTRECHT
The Netherlands
tel. +31 30 234 48 58
fax +31 30 234 31 11
e-mail: info@exin-exams.com
internet: http://www.exin-exams.com
Mission statement
For more than 40 years EXIN, the Examination Institute for Information Science, provides the ICT world
(Information and Communications Technology) with high quality, modern, independent, internationally
recognized, qualification programs, assessments, examinations and certificates. As a not for profit
organization EXIN aims at developing and characterizing its position as the acknowledged expert and
service-provider in the field of ICT competences, testing and certification.
The quality of IT services highly depends on the professionalism of IT staff. EXIN defines training profiles
and offers learning tracks, which give individual ICT professionals the appropriate competencies and skills
to improve their job performance. Earning an independent EXIN certificate represents solid evidence of a
successful training. It illustrates IT professionals are competent and valuable to organizations and the
customers they serve.
Working closely together with international partners in the ICT industry, EXIN is in an excellent position to
keep track of current best practices. In organizing examinations, EXIN makes use of modern, high quality,
web based technology. Thanks to various international partnerships, EXIN delivers computer based testing
to ICT professionals in over hundred countries on six continents.
EXIN has set its sights on further growth in the coming years. We will expand our global activities by
continually providing significant products and services that satisfy emerging industry and customer needs.
We will focus on markets we already serve as well as on expanding into new areas. At the same time, the
integrity and reliability of services entrusted to us will meet the very highest standards.