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ITIL® Certification: How To Get Certified?

ITIL®: What it is and how to get certified?The Information Technology Infrastructure Library is a globally recognized framework and a well-recognized ITSM. It is regulated and monitored by Axelos worldwide. It is considered imperative at the entry level in many spheres. ITIL® singularly defines a service lifecycle model which prescribes specific activities and processes during the entire path of design, development, delivery, and support of IT services. IT services are, basically, any IT activity which could potentially deliver business value to an organization's end users, customers and other internal as well as external stakeholders. Something as rudimentary as centralized corporate email or even servers which act as the back end IT support for official websites comes under IT services.Anyone looking to make a career in the long run in IT may find it useful to invest resources in attaining the certifications under ITIL®. This certification helps professionals guide a business organization to follow the best-in-class IT management standards and practices. It also enables the organization to witness growth and navigate changes with the help of IT. By using the ITIL® framework within the organization, companies ensure that the services they provide are delivered by a set of defined and consistent processes that ensure best practices and procedures, resulting in a level of service for users which is predictable. Significant reduction in the cost of service and development and implementation of services, better customer satisfaction, enhanced productivity from IT department, improvements in quality, improved management of services and overall flexibility at an organization level to changing and growing business requirements are few of the benefits that can be derived from ITIL®.The current version of ITIL®, i.e., ITIL® V3 is being eased out slowly to make way for ITIL® V4 which has been launched in February of 2019 by Axelos. ITIL® V3 was a framework and set of professional certifications which were designed to ensure a person’s level of competency in most areas that ITIL® covers. ITIL® V3 certifications also showed a person's level of skill in ITIL® best practices. The core of ITIL® V3 has not changed when it was updated to V4.ITIL® CertificationITIL®, like many professional certifications, considerably enhances the earning value of the certificate holder. However, it may be difficult to calculate the exact increase. A person planning on an ITIL® certification must keep in mind that a combination of intangible and tangible factors make a certification like ITIL® a worthwhile investment of resources for both organizations and individuals.In order to enrol for this certification, a candidate can apply through the Prometric website, which is sponsored by Exin, an authorized ITIL® exam administrator. On the landing page, a candidate can look for an exam centre near them for the ITIL® Foundation exam as well as schedule the test as per their convenience and the availability of a slot. The landing page also allows the candidate to reschedule a test and cancel it, if required. Basically, the candidate has a choice of timing, date and venue when it comes to giving the ITIL® certification examinations. The process starts with the candidate searching for a seat in a centre as per his or her convenience and proceeds to then choosing a language followed by a venue of their choice. Further, the candidate is informed of the net price to be paid, requested to create an online account and then pay the fees as well as confirm the booking.Why to get certified in ITIL®?Since its release in February 2019, ITIL® V4  has focused on being an expansion on the previous version of ITIL®, i.e., ITIL® V3 in the sense that it offers more flexibility and technical support to the organization as it adapts to a digital transformation. ITIL® V4 endeavors to provide an end-to-end model for IT as well as serve digital delivery and operation for an organization. It aims to equip IT teams with knowledge of tech-enabled products and services to ensure that they can continue to play a vital role in business strategy.The first certification, i.e., ITIL® Foundation certification is used by many organizations for training purposes since it covers the basics and is not based on any specific technique or technology. It offers a variety of job opportunities for those pursuing it in IT companies. Professionals in IT are assured basic understanding of how to create as well as implement best practices of ITSM keeping in mind quality management, which will ensure better growth of the business.The ITIL® Foundation certification is the initial stage, and it acts as a base for all the other ITIL® certifications. It is worth two credit points within the qualification scheme of ITIL® and its levels. It serves as a training program which in turn helps in not only increasing the level of confidence of the IT professionals by teaching them to design, execute, and utilize IT services for the gratification of the organization’s customers.The ITIL® framework provides a common platform and language to deliver IT services. This includes multiple things such as communicating with vendors and customers more efficiently and effectively. The ITIL® framework primarily aims to overcome any challenges that may occur between the IT services and the business to achieve targeted results. This is enough reason for those wanting to make a career in IT, to pursue a certification in ITIL®.Furthermore, the ITIL® certifications are among the top notch certification courses offered in this domain. Many professionals of ITSM prefer them because they provide both knowledge and best practices used in ITSM.ITIL® makes the most persuasive case with the fact that many large organizations across the globe have implemented the ITIL® framework. These organizations include giants such as Atos, Shell Oil, Microsoft, IBM, Caterpillar, Disney, Spotify, Boeing, Equinor, and many more. All are enjoying great success due to ITIL®, with a significant drop in operational cost as a result.What are the ITIL® certification levels? AXELOS took the ownership of ITIL® in July 2013. It is now in charge of not only maintaining the ITIL® framework but also for accredited training and examination institutes. To deliver training, ITIL® certifications and administering exams, AXELOS has recognized hundreds of ITIL® Accredited Training Organizations (ATOs). The ITIL® certification examinations are administered by the ATOS at the end of the training course or alternatively, by an Examination Institute (EI), which may work directly with the ATOs.Under ITIL® V3, ITIL® had five levels of certification:1. FoundationIn the ITIL® certification sphere, the first level is the ITIL® Foundation certification. This level focuses on ensuring that the candidate is well versed with standard terminology and methodology.  Candidates will get the knowledge required to not only support but also deliver ITIL® related services.2. PractitionerThe Practitioner level is the second level of the ITIL® certification. In this level, the candidates are encouraged to improve their ability to adopt and adapt ITIL® for an organization.3. Intermediate This is the third level of the ITIL® certification. It consists of two categories or modules of certification: Service Lifecycle and Service Capability.The Service Lifecycle modules are:Service Strategy (SS)Service Design (SD)Service Transition (ST)Service Operation (SO)Continual Service Improvement (CSI)The Service Capability modules are:Operational Support and Analysis (OSA)Planning, Protection, and Optimization (PPO)Release, Control, and Validation (RCV)Service Offerings and Agreements (SOA)In the Service Lifecycle module, a lot of focus is given to management across several ITIL® processes. On the other hand, the module of Service Capability focuses on specialized as well as process-level knowledge within ITIL® processes.4. ExpertITIL® Expert certification is the fourth level of the ITIL® certification, and it is also delivered in modular form. This certification can be taken only by those candidates who have cleared the previous levels to ensure the requisite detailed knowledge and skills to clearly understand the entire system of ITIL®.5. MasterThe fifth level of the ITIL® certification is the ITIL® Master Level certification. This level focuses on strengthening and widening the mastery of the practical application of ITIL® in a variety of settings. The professionals working on ITIL® directly are usually involved in planning, operations, and management of ITSM. Through this certification, they obtain the skills to demonstrate their knowledge. An ITIL® Master does not just describe but also justifies the process of decision making that they have undertaken for adopting ITIL® principles, know-how, techniques, as well as methods. They can combine this with supporting management techniques to achieve the desired business outcome.It is important to note that the ITIL® system uses a credit system right from the Foundation level through the Expert levels with each certification amounting to a certain number of credits. The following chart illustrates the current ITIL® credit system:Sr. NoLevel of ITIL® certificationNo. of credits awarded1ITIL® Foundation22ITIL® Practitioner33Lifecycle ModuleService Strategy3Service Design3Service Transition3Service Operation3Continual Service Improvement3Capability ModuleOperational Support and Analysis4Planning, Protection, and Optimization4Release, Control, and Validation4Service Offerings and Agreements44Managing across the lifecycle55ITIL® ExpertPlease note that the candidate needs 17 credits between ITIL® practitioner and ITIL® Intermediate to progress to the next level.ITIL® V3 will be continued to be credible and recognized IT certification. Also, the exam will continue to remain available until AXELOS makes an official announcement that the certifications have been retired under ITIL® V3. This is to ensure that the candidates have sufficient time to collect and complete the ITIL® V3 credits, which are a prerequisite to starting other certifications such as ITIL® Managing Professional.The ITIL® V4 modules slightly vary from the ITIL® V3 structure and will be released during 2019, with Foundation already available since February 2019. Modules, including the ITIL® Specialist module, the ITIL® Strategist and the ITIL® Leader will be released in the latter half of 2019.  Post the ITIL® V4 Foundation level; the candidate can choose to pursue either the ITIL® Managing Professional (ITIL® MP) or ITIL® Strategic Leader (ITIL® SL). End-learners must complete both - the ITIL® MP and ITIL® SL -  to be eligible to certify as an ITIL® Master.To be certified as an ITIL® Managing Professional, the candidate must complete the following modules:ITIL® V4 FoundationITIL® Specialist: Create, Deliver & SupportITIL® Specialist: Drive Stakeholder ValueITIL® Specialist: High-Velocity ITITIL® Strategist: Direct, Plan & ImproveTo be certified as an ITIL® SL, candidates must complete the following modules:ITIL® 4 FoundationITIL® Strategist: Direct, Plan & ImproveITIL® Leader: Digital and IT StrategyThe ITIL® Strategist: Direct, Plan & Improve is a universal module for both the ITIL® streams.What is ITIL® certification path?As one goes through the certifications and modules of ITIL® V4, one quickly realizes how much simpler ITIL® V4 is. The number of exams has been reduced from twelve to six. The ITIL® Foundation certification is still the starting point of the entire ITIL® journey, which gives candidates an introduction to the essential concepts and basic methodologies behind ITIL® and gives a bird’s eye view of the ITIL® lifecycle stages. After this certification, however, candidates can go in one of two directions.As mentioned before, the first is the ITIL® Managing Professional (MP), which includes the following four modules:ITIL® Specialist – Create, Deliver & SupportITIL® Specialist – Drive Stakeholder ValueITIL® Specialist – High Velocity ITITIL® Strategist – Direct, Plan & ImproveThe second option, as illustrated above, is ITIL® Strategic Leader (SL), the modules for which are:ITIL® Strategist – Direct, Plan & ImproveITIL® Leader – Digital & IT StrategyCandidates won’t be required to collect credits like ITIL® V3 to sit for higher-level examinations. They must, however, still clear the ITIL® V4 Foundation exam before moving on to SL or MP modules.The development of ITIL® V4 was mostly community-driven where thousands of IT practitioners assisted AXELOS in envisioning and creating a version of ITIL® which would deal with some of the most common points of criticisms that IT professionals have with ITIL®.Some of the most important changes within ITIL® V4 include:Greater integration with widely-accepted ITSM practices which include Agile, Lean and DevOpsA  focus on customer experienceBetter integration between ITIL® as well as business practicesA focus on the community which make the framework more dynamicWhile the ITIL® V4 seems like it is not focusing on a niche, its content is very relevant for ITSM practitioners. Right from the Foundation module, every examination has gone through an upgradation on account of the amount of new material. In other words, it would benefit ITIL® V3-certified professionals to consider the transition to ITIL® V4 seriously.About ITIL® foundation practice examThe first stage in the ITIL® framework is the Foundation certification which has to be completed to become an ITIL® Expert. This makes understanding the structure of the ITIL® Foundation exam very important for the candidate. Prior knowledge of the structure of the examination would help the candidate plan and strategize to score well in the actual exam.There is a simulated exam which provides all the features and patterns similar to the actual ITIL® Foundation exam format. These practice exams are available for free and can be taken multiple times.Here are all the details about the test:The duration of the test is 60 minutes or an hour long.There are about 40 questions with multiple choices.Of the various choices given, there will be one or more choices which may be correct.The test can be paused mid-way, and there is also the option to retake the test at a later point.The test will resume from the point where the candidate left it and the test time will be reduced by the amount of time taken by the candidate in the previous attempt.With this practice ITIL® examination, the candidate can differentiate between the concepts that they are familiar with and those that they aren’t. Candidates who enroll for the practice ITIL® foundation online exam should be able to take the real exam effortlessly. A sample ITIL® foundation exam is like a representative of the actual ITIL® certification exam. The purpose of this is to help remove the element of uncertainty for the candidate that is bound to affect them when they write their certification unprepared. Every IT professional aspiring for an ITIL® certification is encouraged to give practice exams to ensure success.What are the benefits of ITIL® certification?ITIL® framework aims to support individuals and organizations to gain the best and most optimal value from IT and digital services. It  equips a service provider with the ability to implement a realistic capability model, balance it with the strategy of business and needs of the customer.ITIL® provides a comprehensive framework which is practical and has proven its worth in establishing a system of ITSM, ensuring consistency and improving continually for the sake of businesses using IT-enabled services.ITIL® V4 is hugely relevant to IT professionals such as software developers and service managers as well as to businesses, as it encourages a well-rounded view of designing and delivering products and services. Right from the first level, ITIL® V4 focuses on transparency, collaboration, automation and holistic working.ITIL® V4 has a focus on many of the core elements which make it valuable to individuals and organizations. Change, which in today’s day and age is a constant state of affairs, is something many organizations struggle to navigate. With ITIL® V4 and its best practices, organizations receive the support they need to thrive despite these changes.ITIL® V4 is the iteration of ITIL® which integrates all of the excellent things from ITIL® and its versions and extrapolates it to ITSM and service operations. It helps navigate the shift from traditional process-led delivery to faster quality and value-based delivery for organizations.Here are the key benefits of getting an ITIL® Certification Program:It helps improve the position of the candidate in the job market as they become an ITIL® certified professionalIt ensures that the candidate stands out from others and other uncertified counterparts with similar experience in the ITIL® framework and methodologyThe candidate learns methods to apply ITIL® tools and techniques, improve their efficiency and focus on their effectiveness at workplaceCandidates get recognized for their expertise by their colleagues and peersIt helps them learn a language and improves communication across the organization's hierarchyIt assists the candidate in implementing fresh ideas from the ITIL® framework. It also helps them use the best practices to facilitate customersUltimately, it helps the candidate increasing their contribution to the organization's ITSM
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ITIL® Certification: How To Get Certified?

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ITIL® Certification: How To Get Certified?

ITIL®: What it is and how to get certified?

The Information Technology Infrastructure Library is a globally recognized framework and a well-recognized ITSM. It is regulated and monitored by Axelos worldwide. It is considered imperative at the entry level in many spheres. ITIL® singularly defines a service lifecycle model which prescribes specific activities and processes during the entire path of design, development, delivery, and support of IT services. IT services are, basically, any IT activity which could potentially deliver business value to an organization's end users, customers and other internal as well as external stakeholders. Something as rudimentary as centralized corporate email or even servers which act as the back end IT support for official websites comes under IT services.

Anyone looking to make a career in the long run in IT may find it useful to invest resources in attaining the certifications under ITIL®. This certification helps professionals guide a business organization to follow the best-in-class IT management standards and practices. It also enables the organization to witness growth and navigate changes with the help of IT. By using the ITIL® framework within the organization, companies ensure that the services they provide are delivered by a set of defined and consistent processes that ensure best practices and procedures, resulting in a level of service for users which is predictable. Significant reduction in the cost of service and development and implementation of services, better customer satisfaction, enhanced productivity from IT department, improvements in quality, improved management of services and overall flexibility at an organization level to changing and growing business requirements are few of the benefits that can be derived from ITIL®.

The current version of ITIL®, i.e., ITIL® V3 is being eased out slowly to make way for ITIL® V4 which has been launched in February of 2019 by Axelos. ITIL® V3 was a framework and set of professional certifications which were designed to ensure a person’s level of competency in most areas that ITIL® covers. ITIL® V3 certifications also showed a person's level of skill in ITIL® best practices. The core of ITIL® V3 has not changed when it was updated to V4.

ITIL® Certification

ITIL®, like many professional certifications, considerably enhances the earning value of the certificate holder. However, it may be difficult to calculate the exact increase. A person planning on an ITIL® certification must keep in mind that a combination of intangible and tangible factors make a certification like ITIL® a worthwhile investment of resources for both organizations and individuals.

In order to enrol for this certification, a candidate can apply through the Prometric website, which is sponsored by Exin, an authorized ITIL® exam administrator. On the landing page, a candidate can look for an exam centre near them for the ITIL® Foundation exam as well as schedule the test as per their convenience and the availability of a slot. The landing page also allows the candidate to reschedule a test and cancel it, if required. Basically, the candidate has a choice of timing, date and venue when it comes to giving the ITIL® certification examinations. The process starts with the candidate searching for a seat in a centre as per his or her convenience and proceeds to then choosing a language followed by a venue of their choice. Further, the candidate is informed of the net price to be paid, requested to create an online account and then pay the fees as well as confirm the booking.

Why to get certified in ITIL®?

Since its release in February 2019, ITIL® V4  has focused on being an expansion on the previous version of ITIL®, i.e., ITIL® V3 in the sense that it offers more flexibility and technical support to the organization as it adapts to a digital transformation. ITIL® V4 endeavors to provide an end-to-end model for IT as well as serve digital delivery and operation for an organization. It aims to equip IT teams with knowledge of tech-enabled products and services to ensure that they can continue to play a vital role in business strategy.

The first certification, i.e., ITIL® Foundation certification is used by many organizations for training purposes since it covers the basics and is not based on any specific technique or technology. It offers a variety of job opportunities for those pursuing it in IT companies. Professionals in IT are assured basic understanding of how to create as well as implement best practices of ITSM keeping in mind quality management, which will ensure better growth of the business.

The ITIL® Foundation certification is the initial stage, and it acts as a base for all the other ITIL® certifications. It is worth two credit points within the qualification scheme of ITIL® and its levels. It serves as a training program which in turn helps in not only increasing the level of confidence of the IT professionals by teaching them to design, execute, and utilize IT services for the gratification of the organization’s customers.

The ITIL® framework provides a common platform and language to deliver IT services. This includes multiple things such as communicating with vendors and customers more efficiently and effectively. The ITIL® framework primarily aims to overcome any challenges that may occur between the IT services and the business to achieve targeted results. This is enough reason for those wanting to make a career in IT, to pursue a certification in ITIL®.

Furthermore, the ITIL® certifications are among the top notch certification courses offered in this domain. Many professionals of ITSM prefer them because they provide both knowledge and best practices used in ITSM.

ITIL® makes the most persuasive case with the fact that many large organizations across the globe have implemented the ITIL® framework. These organizations include giants such as Atos, Shell Oil, Microsoft, IBM, Caterpillar, Disney, Spotify, Boeing, Equinor, and many more. All are enjoying great success due to ITIL®, with a significant drop in operational cost as a result.

What are the ITIL® certification levels? 

AXELOS took the ownership of ITIL® in July 2013. It is now in charge of not only maintaining the ITIL® framework but also for accredited training and examination institutes. To deliver training, ITIL® certifications and administering exams, AXELOS has recognized hundreds of ITIL® Accredited Training Organizations (ATOs). The ITIL® certification examinations are administered by the ATOS at the end of the training course or alternatively, by an Examination Institute (EI), which may work directly with the ATOs.

Under ITIL® V3, ITIL® had five levels of certification:

ITIL® and ITIL® V3 Levels

1. Foundation

In the ITIL® certification sphere, the first level is the ITIL® Foundation certification. This level focuses on ensuring that the candidate is well versed with standard terminology and methodology.  Candidates will get the knowledge required to not only support but also deliver ITIL® related services.

2. Practitioner

The Practitioner level is the second level of the ITIL® certification. In this level, the candidates are encouraged to improve their ability to adopt and adapt ITIL® for an organization.

3. Intermediate 

This is the third level of the ITIL® certification. It consists of two categories or modules of certification: Service Lifecycle and Service Capability.

The Service Lifecycle modules are:

  • Service Strategy (SS)
  • Service Design (SD)
  • Service Transition (ST)
  • Service Operation (SO)
  • Continual Service Improvement (CSI)

The Service Capability modules are:

  • Operational Support and Analysis (OSA)
  • Planning, Protection, and Optimization (PPO)
  • Release, Control, and Validation (RCV)
  • Service Offerings and Agreements (SOA)

In the Service Lifecycle module, a lot of focus is given to management across several ITIL® processes. On the other hand, the module of Service Capability focuses on specialized as well as process-level knowledge within ITIL® processes.

4. Expert

ITIL® Expert certification is the fourth level of the ITIL® certification, and it is also delivered in modular form. This certification can be taken only by those candidates who have cleared the previous levels to ensure the requisite detailed knowledge and skills to clearly understand the entire system of ITIL®.

5. Master

The fifth level of the ITIL® certification is the ITIL® Master Level certification. This level focuses on strengthening and widening the mastery of the practical application of ITIL® in a variety of settings. The professionals working on ITIL® directly are usually involved in planning, operations, and management of ITSM. Through this certification, they obtain the skills to demonstrate their knowledge. An ITIL® Master does not just describe but also justifies the process of decision making that they have undertaken for adopting ITIL® principles, know-how, techniques, as well as methods. They can combine this with supporting management techniques to achieve the desired business outcome.

It is important to note that the ITIL® system uses a credit system right from the Foundation level through the Expert levels with each certification amounting to a certain number of credits. The following chart illustrates the current ITIL® credit system:

Sr. NoLevel of ITIL® certificationNo. of credits awarded
1ITIL® Foundation2
2ITIL® Practitioner3
3
Lifecycle ModuleService Strategy3
Service Design3
Service Transition3
Service Operation3
Continual Service Improvement3
Capability ModuleOperational Support and Analysis4
Planning, Protection, and Optimization4
Release, Control, and Validation4
Service Offerings and Agreements4
4Managing across the lifecycle5
5ITIL® Expert

Please note that the candidate needs 17 credits between ITIL® practitioner and ITIL® Intermediate to progress to the next level.

ITIL® V3 will be continued to be credible and recognized IT certification. Also, the exam will continue to remain available until AXELOS makes an official announcement that the certifications have been retired under ITIL® V3. This is to ensure that the candidates have sufficient time to collect and complete the ITIL® V3 credits, which are a prerequisite to starting other certifications such as ITIL® Managing Professional.

The ITIL® V4 modules slightly vary from the ITIL® V3 structure and will be released during 2019, with Foundation already available since February 2019. Modules, including the ITIL® Specialist module, the ITIL® Strategist and the ITIL® Leader will be released in the latter half of 2019.  

Post the ITIL® V4 Foundation level; the candidate can choose to pursue either the ITIL® Managing Professional (ITIL® MP) or ITIL® Strategic Leader (ITIL® SL). End-learners must complete both - the ITIL® MP and ITIL® SL -  to be eligible to certify as an ITIL® Master.

To be certified as an ITIL® Managing Professional, the candidate must complete the following modules:

  • ITIL® V4 Foundation
  • ITIL® Specialist: Create, Deliver & Support
  • ITIL® Specialist: Drive Stakeholder Value
  • ITIL® Specialist: High-Velocity IT
  • ITIL® Strategist: Direct, Plan & Improve

To be certified as an ITIL® SL, candidates must complete the following modules:

  • ITIL® 4 Foundation
  • ITIL® Strategist: Direct, Plan & Improve
  • ITIL® Leader: Digital and IT Strategy

The ITIL® Strategist: Direct, Plan & Improve is a universal module for both the ITIL® streams.

What is ITIL® certification path?

As one goes through the certifications and modules of ITIL® V4, one quickly realizes how much simpler ITIL® V4 is. The number of exams has been reduced from twelve to six. The ITIL® Foundation certification is still the starting point of the entire ITIL® journey, which gives candidates an introduction to the essential concepts and basic methodologies behind ITIL® and gives a bird’s eye view of the ITIL® lifecycle stages. After this certification, however, candidates can go in one of two directions.

As mentioned before, the first is the ITIL® Managing Professional (MP), which includes the following four modules:

ITIL® Specialist – Create, Deliver & Support
ITIL® Specialist – Drive Stakeholder Value
ITIL® Specialist – High Velocity IT
ITIL® Strategist – Direct, Plan & Improve

The second option, as illustrated above, is ITIL® Strategic Leader (SL), the modules for which are:

ITIL® Strategist – Direct, Plan & Improve
ITIL® Leader – Digital & IT Strategy

Candidates won’t be required to collect credits like ITIL® V3 to sit for higher-level examinations. They must, however, still clear the ITIL® V4 Foundation exam before moving on to SL or MP modules.

The development of ITIL® V4 was mostly community-driven where thousands of IT practitioners assisted AXELOS in envisioning and creating a version of ITIL® which would deal with some of the most common points of criticisms that IT professionals have with ITIL®.

Some of the most important changes within ITIL® V4 include:

  • Greater integration with widely-accepted ITSM practices which include Agile, Lean and DevOps
  • A  focus on customer experience
  • Better integration between ITIL® as well as business practices
  • A focus on the community which make the framework more dynamic

While the ITIL® V4 seems like it is not focusing on a niche, its content is very relevant for ITSM practitioners. Right from the Foundation module, every examination has gone through an upgradation on account of the amount of new material. In other words, it would benefit ITIL® V3-certified professionals to consider the transition to ITIL® V4 seriously.

About ITIL® foundation practice exam

The first stage in the ITIL® framework is the Foundation certification which has to be completed to become an ITIL® Expert. This makes understanding the structure of the ITIL® Foundation exam very important for the candidate. Prior knowledge of the structure of the examination would help the candidate plan and strategize to score well in the actual exam.

There is a simulated exam which provides all the features and patterns similar to the actual ITIL® Foundation exam format. These practice exams are available for free and can be taken multiple times.

Here are all the details about the test:

  • The duration of the test is 60 minutes or an hour long.
  • There are about 40 questions with multiple choices.
  • Of the various choices given, there will be one or more choices which may be correct.
  • The test can be paused mid-way, and there is also the option to retake the test at a later point.
  • The test will resume from the point where the candidate left it and the test time will be reduced by the amount of time taken by the candidate in the previous attempt.

With this practice ITIL® examination, the candidate can differentiate between the concepts that they are familiar with and those that they aren’t. Candidates who enroll for the practice ITIL® foundation online exam should be able to take the real exam effortlessly. A sample ITIL® foundation exam is like a representative of the actual ITIL® certification exam. The purpose of this is to help remove the element of uncertainty for the candidate that is bound to affect them when they write their certification unprepared. Every IT professional aspiring for an ITIL® certification is encouraged to give practice exams to ensure success.

What are the benefits of ITIL® certification?

ITIL® framework aims to support individuals and organizations to gain the best and most optimal value from IT and digital services. It  equips a service provider with the ability to implement a realistic capability model, balance it with the strategy of business and needs of the customer.

ITIL® provides a comprehensive framework which is practical and has proven its worth in establishing a system of ITSM, ensuring consistency and improving continually for the sake of businesses using IT-enabled services.

ITIL® V4 is hugely relevant to IT professionals such as software developers and service managers as well as to businesses, as it encourages a well-rounded view of designing and delivering products and services. Right from the first level, ITIL® V4 focuses on transparency, collaboration, automation and holistic working.

ITIL® V4 has a focus on many of the core elements which make it valuable to individuals and organizations. Change, which in today’s day and age is a constant state of affairs, is something many organizations struggle to navigate. With ITIL® V4 and its best practices, organizations receive the support they need to thrive despite these changes.

ITIL® V4 is the iteration of ITIL® which integrates all of the excellent things from ITIL® and its versions and extrapolates it to ITSM and service operations. It helps navigate the shift from traditional process-led delivery to faster quality and value-based delivery for organizations.

Here are the key benefits of getting an ITIL® Certification Program:

  • It helps improve the position of the candidate in the job market as they become an ITIL® certified professional
  • It ensures that the candidate stands out from others and other uncertified counterparts with similar experience in the ITIL® framework and methodology
  • The candidate learns methods to apply ITIL® tools and techniques, improve their efficiency and focus on their effectiveness at workplace
  • Candidates get recognized for their expertise by their colleagues and peers
  • It helps them learn a language and improves communication across the organization's hierarchy
  • It assists the candidate in implementing fresh ideas from the ITIL® framework. It also helps them use the best practices to facilitate customers
  • Ultimately, it helps the candidate increasing their contribution to the organization's ITSM
KnowledgeHut

KnowledgeHut

Author

KnowledgeHut is an outcome-focused global ed-tech company. We help organizations and professionals unlock excellence through skills development. We offer training solutions under the people and process, data science, full-stack development, cybersecurity, future technologies and digital transformation verticals.
Website : https://www.knowledgehut.com

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The service level agreement (SLA) model has always served as a guarantee of a service in the IT world.Traditionally, SLAs have sought to measure what is perceived as quality of service by IT organizations using traditional metrics based on IT infrastructure and applications, such as “server up/down” or response times of an IT software application.  While this may have worked for technology that was less complex, it is not viable in today’s times. Historical role of SLAsIT and IT service management (ITSM) have always been highly influenced by SLAs, influencing behaviours, prioritizations of resources and steerage of relationships. Unfortunately, SLAs have largely created a negative culture between IT organizations and service providers. The construct of SLAs is the main reason IT departments are not perceived as innovative and strategic. IT organizations are often seen by the business as underperforming, disconnected from the needs of the business and simply a “commodity” rather than a partner. One of the major factors is that IT continues to design and report on metrics that have little to no value and do not demonstrate how IT is contributing to an organization’s business outcomes. “Watermelon reporting” is a common phrase often attributed to a service provider’s performance reporting. Typically, these SLA reports depict that the service provider has adhered to the agreed service levels and met all contractual service level targets. It looks “green” on the outside, just like a watermelon. However, the level of service perceived by the business does not reflect the “green” status reported (it might actually be “red”, like the inside of a watermelon); and this is regularly a source of annoyance to the rest of the organization. For instance, a typical SLA model might state that there can be no more than four priority 2 incidents within an agreed measurement window. Surely, once that target is met, the service provider is now motivated to focus on another customer’s priority 2 targets. Conversely, service providers are typically reluctant to agree to binding service levels for priority 3 and 4 incidents; these are typically agreed as “best effects” to restore services with KPIs (which attract no financial penalties). The result is that priority 3 and 4 issues take forever to get fixed and become the bugbear of IT users! Unfortunately, IT organizations and ITSM frameworks continue to use this outdated SLA model because it’s what they are comfortable with. In my experience, service level agreements are not typically negotiated or fully consulted with representatives from the business (the people that actually use the IT service); negotiations with service providers and the design of service levels is usually a procurement function. Procurement teams sometimes make proud statements about negotiating an agreement of “99.8% availability” with a service provider without articulating what this actually means. While suppliers measure availability differently, its relative meaning needs to be closely examined. In the past, it meant the server was up; today, there are so many components, integrations and different suppliers enabling a business process that the meaning has changed irrevocably. Combining business and IT objectives A meaningful use of SLAs includes measuring business processes mapped to business outcomes. In line with the ITIL principle “Focus on value”, outcomesare what matters more than outputs. Measuring business outcomes also takes serviced consumption into consideration, not only service delivery. This is what ITIL describes as the “co-creation of value through service relationship” in which “customers are an essential element in the process of creating value”. Considering the example of an airline, it’s now possible to report the availability of business processes, for example, check in passengers, provide the correct meals for special dietary requirements and allocate seats on a flight. This certainly sees a far more customer focused measurement than the previous SLA that measures whether the system overall is available/unavailable. To arrive at this understanding, it’s necessary to decouple the service and look at what you’re measuring. In the airline business, for instance, you recognize that the real value of an SLA is enabling customers to complete their journey. Whether the IT system is “up” for 99.8% is irrelevant. ITIL®: the SLA today and tomorrow ITIL®4 talks about facilitating value co-creation via a service value system: different components and activities working together to facilitate value creation through IT-enabled services. There are different types of end users including front-line staff and operational people and they all have different motivations, limitations and environments.ITIL®4 humanizes the guidance across the board. Applying design thinking to ITIL is more about understanding human behaviour of users. ITIL process owners often make erroneous assumptions about human behaviour, springing from a poor understanding of users’ environments, motivations and their inclination (or disinclination) to call the Service Desk. ITIL 4 emphasizes the importance of collaboration, transparency, automation where possible and working holistically. SLA: An outcome-based future The dream SLA model of the future is an outcome-based agreement by which external or internal service providers understand their role and how they collectively contribute to an organizations’ business outcomes. This approach changes the model from a silo-based, “finger pointing” culture to a more proactive and strategic partnership between IT, their service providers and the business which IT is there to serve. Without this approach, IT will continue to address the issues inadequately and generate reports that offer very little use to anybody. Effective IT organizations must change how they measure in order to be innovative and show the organizations they support how much they’re contributing to business outcomes.
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Measuring outcomes, not IT availability

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Learn Ethical Hacking From Scratch

Despite the appealing title, ethical hacking or in more technical terms, “Penetration Testing” is not something you can master by reading an article or doing a crash course. There is much more to ethical hacking! In this article, we would have a look at what hacking is, the different types of hackers, steps involved in a hacking or penetration testing activity including common tools and techniques, how the industry looks at ethical hacking and the common certifications related to hacking. Before we jump into the details, let us understand what a vulnerability is, because we would be using this term again and again. Vulnerability is any loophole or a weakness in the system that could be exploited by a hacker. What is hacking and ethical hacking? To understand hacking, let us first understand what a hacker does. Whenever we think of a hacker, we imagine a guy with a hood, sitting in a dark room, having multiple computer screens in front of him and typing something at a blazing speed! We hate to burst your bubble, but most hackers do not fit that preconceived stereotype! A computer hacker is a person with deep domain expertise in computer systems, who is well versed in various methods of overcoming defense mechanisms by exploiting vulnerabilities in a computer system or network. A hacker could be financially or politically motivated or could be working with an organization to help them strengthen their infrastructure. Hacking refers to the activities that can overpower/derail the security mechanisms of digital devices like computers, smartphones, tablets, and even entire networks. It exploits the vulnerabilities present in the system or network to gain unauthorized access to confidential information. Hacking could be for personal benefit or with malicious intent. However, in ethical hacking, the hacker exploits the vulnerability, gains access to the data, but never alters, deletes or uses it for personal or professional gain. The hacker, in this case, will disclose the vulnerability to the owner of the system with a “Proof of Concept” (PoC) and request the owner to get the vulnerability remediated. Generally, ethical hackers have explicit permission to exploit the target from the owner. Who are the different types of hackers? Hackers can be generally categorized into three types based on the kind of work they do and the intent behind their hacking. Black Hat Hackers – These are hackers who attempt to bypass security mechanisms to gain unauthorized access with a malicious intent. Generally, these hackers work with the intent of financial gain and/or causing damage to the target. They may be individuals, self-motivated groups (also known as hacktivists who aim to bring political or social change) or politically motivated groups (state sponsored hackers). White Hat Hackers – These are professionals generally working with or for a company to help strengthen its digital security systems. The white hat hacker has explicit permission from the system or the information owner to attack the system. The intent here is to fix potential vulnerabilities before the black hat hackers could exploit them. Grey Hat Hackers – These individuals operate either as   white hat hackers or black hat hackers, hence the nomenclature. What are the steps involved in hacking? Let us take a deeper dive into ethical hacking and understand the steps involved. Throughout this section, we will look at the steps involved in ethical hacking, and some commonly used tools and techniques which hackers generally use. To illustrate our explanation, let us assume an attacker, Mr. X is targeting an organization TaxiCompany Inc. 1. Reconnaissance or Foot-printing – As per the Oxford dictionary, reconnaissance means, “the activity of getting information about an area for military purposes, using soldiers, planes, etc.”. Similarly, in hacking, reconnaissance means gathering information about your target. This information includes IP address ranges, Network, DNS Records, Websites, or people working with the organization. So, in this step, Mr. X would try to find the details of the key people working for TaxiCompany Inc., its website, etc. Reconnaissance could be active or passive in nature. In active foot printing, Mr. X would directly be scanning the network of TaxiCompany, or its websites using various tools. In passive foot printing, the Mr. X would not directly interact with any infrastructure or person. He would rather look at publicly available information from social media, public websites, etc. Commonly used tools/techniques for reconnaissance:  Who Is: Who is lookup tells you details about the website, the owner, contact number of the owner, and the address where the website is registered? You can simply visit who.is and enter the domain you wish to search for. NMAP: NMAP or the Network Map is a tool widely used for recon and scanning. Hackers can use this tool to find details like IP range, active hosts, open ports, etc. A simple command is nmap to find active hosts is “nmap -sn 192.168.1.1-100”. This command will find all active hosts in the provided IP range. Social Engineering: This is a technique, whereby the attacker engages directly or indirectly with the staff of the target organization and manipulates them psychologically to reveal confidential information. Some other tools which are used for footprinting include social media sites, Nessus, Acunetix, lullar.com 2. Scanning – Once Mr. X has some basic information about the TaxiCompany, he would start to collect in-depth information which could help him penetrate the network and access confidential information. Mr. X is most likely to use port scanners, sweepers and vulnerability scanners of different types. Mr. X could now be targeting the website or the network of the organization. For websites, using scanners like Nessus and Acunetix could give loads of information about the server where the website is hosted, open ports, server version, hosting platform, etc. In case of a network, network mapping and scanning tools will help Mr. X understand the active hosts, services (ports) running on them and with some intense scans, the OS running on the active hosts and even the vulnerabilities present! Kali Linux is a distribution of Linux operating system which is widely used by hackers around the globe for hacking and penetration testing. It contains almost every tool one would need for various steps of hacking. NMAP, wireshark, ncap, metasploit, etc. are pre-loaded in Kali Linux. Now based on the information gathered in the scanning phase, Mr. X can now easily look for vulnerabilities in the OS or the hardware using databases like NVD or CVE. Commonly used tools/techniques for scanning: Apart from NMAP, the below tools are used to perform vulnerability scanning: Nessus: The most famous vulnerability scanner from Tenable, it has 100s of plugins which allows you to make sure all vulnerabilities and misconfigurations are identified. Acunetix: Acunetix is known for its features and capabilities for web application scanning. 3. Gaining Access – Now Mr. X knows the network, active hosts, services running, details of the operating system and the vulnerabilities present. Next, Mr. X would gain access to the assets of TaxiCompany. Mr. X now has several options to penetrate the network. He can send a “Phishing Mail” to some key people (contacted using social engineering) and trick them into clicking a malicious link (and seek username and password). Alternately, he could try tricking them into downloading a malicious attachment and installing a keylogger to get all the keystrokes. This is a fairly easy task. There are certain fake-mailers like zmail or emkei.cz which allow you to send email to anyone using any email ID as the source email. Emkei is a very popular and useful tool for sending fake email and running phishing campaigns. One can design a mail looking exactly like the original one from the same email ID and trick someone into clicking or downloading something. Designing a phishing page or creating a malicious file is also possible using “Metasploit”. Metasploit allows you to create an exploit and using msfvenom (or any similar tool) you can attach this exploit to an innocent looking pdf or excel file! Once the target user inside TaxiCompany opens this attachment, Mr. X gets the meterpreter shell and can now access almost everything on the target machine. Mr. X has now successfully gained the access of a system within TaxiCompany. Now he is free to navigate the system and the network to get the information he is looking for or infect more devices! Commonly used tools/techniques for gaining access: Kali Linux: A fully loaded operating system with all the tools starting from wireshark to Metasploit to burp suite, it contains everything! Phishing: A technique where the users are lured into clicking or downloading something on their computers. It is also possible by phone calls; a common example is fraudsters pretending to be from Bank and asking card details and OTP. 4. Maintaining Access – Once Mr. X has gained access; he would probably like to secure that access or create another one to ensure that he has a persistent access to that machine. This could be done by using Trojans, Rootkits and backdoors. This is generally done to ensure that more information could be gained or to launch attacks using this machine. In a case where attacker controls a machine and uses it to launch further attacks, the machine is said to be a bot. An attacker uses several of these bots, called ‘botnet’, to launch attacks such as Distributed Denial of Service (DDoS) wherein thousands of requests are sent to a server at a time, potentially consuming all the bandwidth and forcing the legitimate traffic to drop. 5. Covering Tracks – Now Mr. X has the access to the TaxiCompany’s confidential information and one of the computer systems. He now wants to make sure that he is not caught! This is generally done by corrupting or deleting the logs. While this is done at the end, some precautions need to be taken from the onset, such as using a Virtual Private Network or a VPN. VPN is a tool which encrypts any data between the source and the destination, hence making it very difficult to intercept the data. Also, VPN ensures that your actual public IP address is not visible to the target. There is always a dummy IP address which is visible to the target. So even if someone gets to know the IP of the attacker, that would actually be only the IP address of the VPN service provider! Some common free VPN tools are Hide my Ass, Nord VPN and Express VPN. How does the industry view ethical hacking? Ethical hacking is not only about CTF, HTB and bug bounties. It is much more than that. These days every company hires ethical hackers to make sure that their network, applications and data are secure from cyberattacks. Penetration testers are highly paid within an organization and they play a key role in identifying the security vulnerabilities and helping to fix them. There are various sub domains for ethical hacking which include mobile security, web application security, network penetration testing, API security and system security. Certifications related to ethical hacking If you want to pursue a career in Cyber Security, or to be more precise, in ethical hacking, having a credential is helpful. It affirms your prowess in cyber security and gives you an edge over your counterparts during the hiring process. Below are a few certifications in the field of ethical hacking that are globally acknowledged: EC-Council Certified Ethical Hacker (CEH) – The CEH, or Certified Ethical Hacker credential is the number one certification that any aspiring ethical hacker should aspire towards. The most common certification in the field of cyber security, it provides in-depth working knowledge about ethical hacking and the concepts related to it. CompTIA Security+  –  A little less technical than the CEH, CompTIA Security+ aims at imparting fundamental knowledge of security concepts and offers less focus on practical, hands-on skills. Offensive Security’s OSCP – One of the toughest and most reputed certifications in this sector that necessitates passing a 24-hour exam, it aims to test your skill set and understanding of cyber security. KnowledgeHut offers in-depth training that can help you to prep for these sought-after certification exams. Get guidance from the experts—click here to explore ways to crack these exams at your very first attempt!  
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Learn Ethical Hacking From Scratch

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Top 10 Trending Courses in Information Technology for IT Aspirants

The best part to jump to the bandwagon of information technology or IT is, there is an enormous possibility for an individual if he or she starts studying a diploma or a degree, does either a master degree or a research course. He or she can get full-fledged engineering degree. We have listed down here in order of priority, top to down for a beginners to advanced level technical course that an IT aspirant look for. Java or J2E and Its Frameworks Java or J2EE is one of the most trusted, powerful and widely used technology by almost all the medium and big organizations around domains, like banking and insurance, life science, telecom, financial services, retail and much, much more. You have many things to learn in Java or J2EE, like the core part – J2SE, JSP, STRUTS, SPRING and/or HIBERNATE. This is one of the best and most advanced sophisticated applications. If you want to learn Java, you need to start from the ab initio to the advanced level step-by-step. There are many different frameworks as well as supporting technologies to learn for Java aspirants but the given things are must learn and highly demanding in current software market. CISCO Technologies Whether you are fascinated about learning network and switching technologies, then CISCO technologies would be your choice. You can learn CCNA, CCNP and more from CISCO academy. These types of certificates are global certifications. You will get global prospects after completing and learning these types of courses. If you are not coming from engineering backgrounds, then also you can learn CCNA or CCNP, or both. Then you need to take some ad hoc classes for non-engineering students. The great number of fresher and experienced candidate, these days, are pursuing networking courses, if you are one of them, then CISCO technologies can be your choice. A majority of CISCO institutes want degree – graduation in any discipline. SAS – Statistical Analysis System SAS is a popular course. This can be your career as SAS consultant that many medium and large organizations looking for fresher and experienced SAS qualified candidates. This is nothing but a data analytics course that can give you global exposure. The demand for SAS – data analytics is growing day-by-day and the business intelligence domain has emerged one of the most trusted and lucrative option for science graduate. These days, SAS is a’ la mode for fresher and experienced science graduate. It is an integrated system of software products that help to perform critical data-entry, data-retrieval, data-management, data-mining, report writing and graphics. DBA – MySQL – SQL Server In this highly competitive as well as dynamic Software/IT industry, there is one course the one course, which is very popular and can give you stable career is, DBA. This is a course or an ad hoc for students who are interested in learning MySQL and SQL server and like to create, manage as well as maintain the huge data files and other database flavors available in the market. DBA can be your best bet for career-oriented course, when you will be conversant with database with other supporting technologies; you can easily and quickly learn MySQL and DB2 in a much shorter period. The demand for DBA courses are increasing day-by-day and the demand shows the popular it is and the effective career you get after completing these technologies. Microsoft Technologies Microsoft technologies are high in popularity these days. You can be a database developer or a MS technology developer after passing one or multiple certifications, like MCSE, MCAD, MCSD, MCDST, MCDBA, MCAS and others. For enterprise and application development MCITP is one of the best for beginners and advanced level developers. Albeit, this type of certification is not at all a programming certification, but a system maintenance kind of, but have good future prospect. Cloud Computing Today’s biggest buzz in all small, medium and large IT town is all about cloud computing. You must use Google, Amazon etc. some of the big gun of cloud technology. If you are thinking of pursuing a course that can set your future-career in cloud computing, then IaaS, PaaS, SaaS, DaaS etc. would be learnt alpha and omega of cloud computing.
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Top 10 Trending Courses in Information Technology ...

The best part to jump to the bandwagon of informat... Read More