The real cost of ITIL V3 Expert certification
We've raised the issue before of whether ITIL certification offers a return on investment, especially if you pay your own way as compared to scamming the boss into paying for it. For those of you who are self-funded, the total cost may be food for thought. I reckon it is up to $60,000 or even more, depending on your hourly rate, not to mention 4 to 6 weeks out of your life.
[Updated: I was asked about online training so I looked at that too. Courses are much cheaper but if you factor cost of your time it is still a hefty commitment.]
I used this spreadsheet. Follow that link to save your own copy and plug your own numbers in (no registration, free). [First time I have publicly shared on Google Docs so let me know if you can't access it]
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I used a very humble recession-era hourly consulting rate of $120. I bet some of you are on more.
I averaged the costs of two vendors (Pink and HP) to get a price. You can overtype the column "enter your own costs here" if you have quotes for local courses.
For the online courses I used a good value bundle deal (including the cost of examinations) from ITSM Solutions. I make the assumption that the time commitment is about the same. You get the opportunity to use more "non-billing time" with online training, but I also believe you need more hours for the same result: you are less focused, more easily distracted, less supported, and often more fatigued than in a classroom setting.
Perhaps you don't want to charge all (or any) of the study hours as lost revenue time. Then it will "only" cost you about twenty grand (or five grand for online courses!). Maybe you want to remove the Foundation course because it is pretty much a given you would do that anyway. Or cost it at about $300 if you self-train and don't cost the hours spent. Come up with your own number.
Then answer these questions:
- Maybe your personal networks and reputation deliver you enough work anyway. Do you need this to get hired?
- Is your future in ITIL? Perhaps you could better spend these funds opening up a new area such as audit, security, governance or whatever.
- Can you afford this kind of money in 2009?
- Can you spare 200-350 hours right now?
Personally I answer "no" to all four. I don't see me getting ITIL Expert.
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Comments
What is training for?
Looking at these figures, I think we have to bear in mind the question - what is training for?
Is it a race to get Expert certified as quickly as possible? Or is it about taking courses that support you in your career and help to advance your skills?
I always recommend that delegates think of Expert as something they might reach in 4 or 5 years time. If you work in Operations now, taking SO or OSA might be useful. If you fancy a move to Transition in the future, then take ST or RCV to set you up.
The delay in the V3 syllabi hasn't helped here as many ATOs had to sell V2 Manager + Bridge packages to maintain revenue.
Debate on the course contents aside, I'm glad there are more courses available. I took my V2 Manager's back in 2001, very early on in my career and then had no further ITIL training as there were no more courses to sit.
But I agree on broadening your horizons - ITIL, Lean, COBIT, ISO - there is so much to learn. And the joy of self funding is that you can decide, rather than just being dragged along on the company's compulsory Foundation scheme.
Claire
Web Training - Lifecycle and Capability
I paid $2300 for Foundation+SO+ST+SD+SS+CSI+MALC for the Web Training Expert Lifecycle package. I received a Paper Certificate and Lapel Pin for all the exams, not just a PDF.
Their support was great and the material was the same the classroom so I don't feel I missed being in the class.
I used Mountainview - http://www.mountainview-itsm.com - ATO accredited by APMG EI EXIN
Tracy
ITIL Expert
the bit of paper not the knowledge
One criticism of the ITIL V3 certification program that I believe is valid is that it reads as if everyone is on a journey to Expert status - that is the ultimate goal for everyone. Not so.
If you want to make a living consulting in ITIL then you might aspire to Expert status, especially if you are new to the industry or the neighbourhood. I think your advice is excellent that the journey should take four or five years - training is no substitute for experience. How about APMG make it compulsory that an Expert certification take a minimum of three years with a minimum of say one year fulltime employment in an ITSM role. That wouldn't be novel as professional certifications go. If it were really about improving the profession rather than revenue that would be a reasonable thing to do. Hey let's take a bet on whether it happens.
For practitioners I think very few should be aiming for Expert - a custom program of one or two Capability intermediate courses will suffice.
So why is it we come across people so often, both consultants and practitioners, who are setting out to "do" ITIL Expert? Simple: it's a meal ticket. You read the forums, Claire. You get the zeitgeist. You know lots of people doing ITIL certifications are doing it for the bit of paper not the knowledge. And it is those people I'm trying to reach here: the ones that are about to blow three (or six) months' income and a month or two of their lives chasing a certificate.
the Pink Prez himself
If you read David Ratcliffe on this topic, you'll see that it was the Pink Prez himself who was taliking to me about "One criticism of the ITIL V3 certification program is that it reads as if everyone is on a journey to Expert status". Great summation of a very similar viewpoint to mine (though more diplomat and more pro-training of course)
ITSM Expert
Skep,
Great job once again except for one thing.....everyone does not want to be an Expert (although we have sold several Expert bundles recently). While we agree that the role of an Expert is an important one we have also created a summary of the other roles required to successfullay launch and maintain an ITSM program.
Which ITSM Training Program is Right for You?
ITIL training and certification has become a virtual requirement for IT professionals looking to differentiate their skill sets to hang on to their jobs or compete for a new one. The days of leveraging a technology certification as your ticket to employment are over. Technology professionals are now required to be certified in ITSM best practices in order to compete for jobs focused on implementing process controls designed to better align IT with the business and to deliver services that are optimized for cost, quality and compliance. Listed below is a summary of the primary ITSM roles designed to help IT professionals secure their place in the ITSM leadership circle.
ITSM Apprentice – ITSM Apprentices do not play an active role in the design, implementation and operations of an ITSM program but play an important role in the areas of securing funding and support for the program. Historically, this role has been assigned to the executive leadership team, their direct reports and anyone else who is responsible for evaluating ITIL in terms of its business value to the enterprise. It is also a suitable program for orienting new hires to the terms and processes in use by an ITSM-compliant organization. Recommended Training Program:
• ITSM Orientation Training
ITSM General Practitioner – ITSM General Practitioners have a basic understanding of ITSM and the ITIL but have yet to specialize in any one area of ITSM. Historically, this has been the first stop for those looking to become ITSM Specialists, ITSM Practice Managers or ITSM Experts. Recommended Training Program:
• ITSM Foundation Certification
ITSM Lifecycle Specialist – ITSM Lifecycle Specialists focus their studies on one or more of the five ITSM Lifecycle practice areas. Historically, these roles have been assigned to the individuals who are responsible for the Planning, Design and Optimizing (improvement) areas within the IT Engineering, Application Development and Project/Program Management organizations. Recommended Training Programs include:
• ITIL Service Operation (SO) - Managing the process of Delivering & Maintaining IT service value.
• ITIL Service Transition (ST) - Managing the process of Building IT service value.
• ITIL Service Design (SD) - Managing the process of Realizing IT service value.
• ITIL Service Strategy (SS) – Managing the process of Creating IT service value.
• ITIL Continual Service Improvement (CSI) - Managing the process of Sustaining IT service value.
ITSM Capability Specialist - ITSM Capability Specialists focus their studies on one or more of the four ITSM Capability practice areas. Historically, these roles have been assigned to individuals who are responsible for the delivery of IT services within the IT Implementation, Operations and Quality Management organizations. Recommended Training Programs include:
• ITIL Operational Support & Analysis (OSA) - Managing the process of delivering IT support services to the enterprise.
• ITIL Release Control & Validation (RCV) - Managing the process of transitioning IT services into the production environment.
• ITIL Planning, Protection & Optimization (PPO) - Managing the process of ensuring that IT services meet the financial and availability requirements of the enterprise.
• ITIL Service Offerings & Agreements (SOA) - Managing the process of ensuring that IT services meet the performance and availability commitments made to the enterprise.
ITSM Practice Manager - ITSM Practice Managers focus their studies on managing the specialists operating within the Lifecycle and Capability practice areas. Historically, these roles have been assigned to the managers currently responsible for managing the engineering, project management and technical teams operating within their respective IT silos. There are four ITSM Practice Manager roles defined within ITSM:
Service Operations Practice Manager
This Practice Manager is responsible for managing the Lifecycle and Capability specialists responsible for ITSM Service Operations. Certification training programs include:
• ITSM Service Operations (SO)
• ITSM Operational Support & Analysis (OSA)
Service Transition Practice Manager
This Practice Manager is responsible for managing the Lifecycle and Capability specialists responsible for IT Service Transition. Certification training programs include:
• ITSM Service Transition (ST)
• ITSM Service Operations (SO)
• ITSM Release Control & Validation (RCV)
Service Planning & Optimization Practice Manager
This Practice Manager is responsible for managing the Lifecycle and Capability specialists responsible for IT Service Planning & Optimization. Certification training programs include:
• ITSM Service Strategy (SS)
• ITSM Service Design (SD)
• ITSM Planning, Protection & Optimization (PPO)
Service Design & Agreements Practice Manager
This Practice Manager is responsible for managing the Lifecycle and Capability specialists responsible for IT Service Design & Agreements. Certification training programs include:
• ITSM Service Strategy (SS)
• ITSM Service Design (SD)
• ITSM Service Offerings & Agreements (SOA)
Why is ITSM just ITIL?
Very well put together, but I have to say I'm amazed you managed to explain ITSM without leaving the safe haven of ITIL qualifications. What about the hundreds of other soft skill and technical focused credentials that exist beyond ITIL? And - how do the roles suggested fit into an overall service provider organization - which of these manages the customer relationship and with what key skills and abilities? Are the roles suggested truly valuable as part of a service organization setup, and how do they compare with what other service industry sectors do?
As for practitioner claims - I still ask everyone - is there an agreed list of artifacts that each responsibility or practice area MUST develop? Are they addressed with proven examples during the 'practitioner classes'? I'll give you a few examples (deja vu here...)..... For example, does the Service Transition class actually explain how to develop a change schedule - one that is both forward and backward looking? If not then how do you go from class to production?
Similarly, there are excellent trhree day classes on interviewing customers for requirements, as well as defining service level agreements - how can you address these key topics as 1-2 hour topics within a larger class? Need I say 'service catalog'... no its time we spelt out the difference between skills based credentials and those designed to train folks to perform a key role within a service organization.... they each have value - its time we respected both...
ITIL
Thanks for the detailed posting. As a PhD. in Organizational Development and the M.S. in Software Engineering, I really appreciated the discussions. I was simply looking for a breakdown similar to what I found on this site - I knew being "Expert" did not align with my objectives - and God/Allah/etc. should know that I have enough degrees at home. Seriously though, based on what I just read through and understood, the ITSM Lifecycle Specialist description "may" align with my objectives.
Regards,
If you wanna do it cheaper,
If you wanna do it cheaper, you can take a plane to Romania and attend the course here. It's about 1600 dollars per module with vat and examination fee included. The foundation level is 1300 $.
not compelling
Now if you had said Bali instead of Romania that might have been a compelling argument. Normally I delete promotional posts but this one is just sufficiently Monty Python to justify retaining it.
I think you should read the post. The fact that you have managed to shaved a grand off the registration cost of each course by holding it in one of the most blighted nations in Europe doesn't actually alter the overall total that much.
And of course for the 70% of us outside Europe the travel costs just might be a factor...
blighted.. wow I didn't know
blighted.. wow I didn't know that word before
Romania
It wasn't a fair word to use, sorry. I've been reading up on Romania since I said it, sounds like a nice place these days. I must get there one day.
To be honest though, Bali is still more appealing :)
customised work-procedure level training
Yes I know. I said "One criticism of the ITIL V3 certification program that I believe is valid is that it reads as if everyone is on a journey to Expert status - that is the ultimate goal for everyone. Not so." Role-specific training is indeed important, but...
I have argued elsewhere that generic theoretical training - such as the groupings that you and many other vendors offer - is of limited value to people performing a role. Yes they need a good understanding of the theoretical underpinnings if they are DESIGNING the processes, but if they are only PEFORMING the underlying work instructions then they need a much lighter theoretical basis and a thorough training in how to perform their job. The theorietical courses you propose take about half what an expert does: I think that is still an excessive use of time for many people at the coalface whehn they STILL need to go and learn what it really means and how to do their job.
I'd like to see a lot more companies offering customised work-procedure level training rather than generic process-level theory, which has a more limited market than it is chasing. (Incidentally i see this as an interesting response for the classroom vendors feeling the heat from the online providers: custom courses can only be delivered onsite by those who have been involved in the process design and business analysis)
ideal situation
I certainly still see great value in the v3 intermediate capability courses, which so far I've used as more of a process design workshop for clients working through a set of ITSM related initiatives. I agree with your previous comment though, usually around half of the group present would benefit more by having a follow up session focused at the procedural level, applying the theory in the context of their business and perhaps tied in with the use of their ITSM toolsets and systems. Without clearly (and quickly) showing how the theory relates to their work practices, it is understandable that their knowledge retention diminishes rapidly. As long as the WHY precedes the HOW then I would still be happy.
I'd be interested to hear the feedback from people who have had their ITIL training delivered in conjunction with toolset training from their vendor. I've already heard negative experiences, so I'd like to hear about what worked well in maintaining an appropriate balance.
procedural training
Feedback from procedural training from a tool vendor could certainly be negative, unless the vendor has participated in the process design and work procedure design for that client, which is still not the majority of cases.
Work procedure training needs to come from someone who knows what the changed work procedures are for those attending the course in that organisation. It seems to me that the course writer and the instructor should typically be experienced persons from that organisation. I can see real value in that trainer having spent two weeks and thousands of dollars in ITIL intermediate theoretical training. i don't see it for all the attendees on the course.
ITIL Certification Training
Skep,
I agree with your comments that the real value to the students kicks in when they learn the "how to" of ITSM but as you know the path to get there is to first be trained (not necessarily certiifed) on what they should be doing...which is what the certification programs teach them (many instructors will argue with me that they add the "how to" dimension in their certification classroom but let's face it their promary goal is to prepare the student for the exam and any time they use to teach the how to will take away from what needs to be completed to be ready for the exam).
Our goal in creating our online ITIL V3 Certification portfolio was to provide students a low cost, high value solution that would put the student (not the instructor) in charge of their training program. That is provide them access to all the content (instructor lectures, courseware) and support services (one-on-one mentoring support) and let them determine how much time they need to complete this first level of training. These programs would prepare the student to attend a follow on series of "how to" classes (online & classroom) taught by experienced ITSM practitioners who have mastered some portion of ITSM (i.e., CMS, ITSM Project Management etc.).
The question I have for your subscribers is what would be their preferred way of obtaining access to this content:
1. By individual product subscription
2. By Role based value bundle (get the classes they need to perform a specific role in the ITSM program)
3. Unlimited subscription to all programs so they have the flexibility to pick and choose the classes they need to adapt th this ever changing IT world we live in
Option #3 is a little tricky to price but I would be interested in what your subscribers have to say.
rick
Real work procedure training for practitioners
Rick I heartily support your approach of more practical training
Two points:
1) The theory at intermediate level is still overkill for most coalface practitioners who are just DOING the job as compared to DESIGNING or TEACHING the job
2) the practical training can include a generic component as you propose but it must also go on to a work-procedure component specific to that organisation. As I have said before:
- why are we doing this?
- what changes for us?
- which of our in-house roles are impacted?
- what do our new procedures look like?
- what will you as an individual need to do differently?
- where can you find the detail of your new procedures?
- what help, support and coaching is available?
- how do you feed back?
- how will we measure and reward this?
- most of all: what's in this for you?
Get on tracks
I agree with Ian that there stil is a lot of focus around the ITIL theory and ITIL trainings. And I must add: a lot in connecttion with an actual ITIL implementation
Why not see things form another perspective. The ITIL implementation project is a project so it does have an end (I hope ;-) ) Afterwards (and also during the project...) people have to function and do their job, be it systemadministrator, helpdesk agent, Service Lavel Manager of DBA. The need competences to execute these jobs, som of which the have, some of which the need to develop and some of which they need to keep up to date permanently.
Why not look at these people, assess their already acquirred competences and see what the need to develop to do their job and to grow in their carreer. And then offer together with the HR department a training/coaching programme.
As a basis take a look at EXIN's I-Tracks (especially carreer-tracks) program. You'll see that there is much more than just ITIL.
I dare even say, apart from trainers, there will be very few jobs who will need all the stuff in either ITIL V3 intermediate training.