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ITIL® certification levels: A comprehensive guide

What is ITIL®?ITIL® is a library, a set of detailed practices for IT service management (ITSM). Earlier known as the Information Technology Infrastructure Library, it aims to deliver IT services concerning the needs of the business. ITIL® frameworks assist the companies in improving their ITSM and providing strong customer service.Certification LevelsAs there is a distinct set of rules to take into account, for the ease of students and organizations, ITIL® certification has been divided into five levels, starting from Foundation to Masters.The previous version of the ITIL® V3 was divided into 5 classes -Foundation: This is the first-level certification course that teaches the fundamentals and general concepts, terminology, and elements practiced in the ITIL® Lifecycle.Practitioner: This level aims to teach candidates how to adapt and adopt the skills of ITIL® during their daily work life. It is the most recent addition to the levels.Intermediate: This is a more in-depth study of the previous stages. Here, different modules are taken up to teach the various approaches and plans executed by following the framework. This certification is considered as the common ITIL® qualification in many IT sectors.Expert: This certification is considered as the esteemed qualification which depicts skills, expertise and a great understanding of the ITIL® framework.Master level: This is the final stage of the certification, which proves a comprehensive understanding of the principles, procedures and exceptional methods of ITIL®. It also demonstrates the candidate's superior skills. The master’s certified candidate is considered to be the best among others due to their knowledge and expertise.As the level increases, the depth, value, and requirements of the certifications increase parallelly.The latest version of the ITIL® V4 is reportedly the most flexible and superior version released till now. The updates are highly valuable because they have been implemented after considering the feedbacks and reviews of 1000s of professionals.Since the problems are resolved through steps, this increases the credibility of the ITIL® framework and processes exponentially. Also, this version has been designed to be flexible and adaptable as per the ease of the employees and students.The transition from ITIL® V3 to ITIL® V4Now, we understand that there are some significant upgrades in ITIL® V4, but the question is, what about those who are currently enrolled in ITIL® V3 or have already passed the previous versions.For your concerns, AXELOS has addressed the transition issue and the process is rather simple. These are the best options as suggested by AXELOS on how a candidate can move from the older version of ITIL® to ITIL® 4.Foundation course For those who have started the certification course and have only reached the current Foundation certification, or have earned up to six additional credits, they are recommended to begin again with the latest version of the ITIL® 4. It's because of the changes that are mentioned, have been revised and upgraded. Therefore, it will be better for them to restart from the beginning as they will be in sync with the current updates.Practitioner CourseSince the student has just begun, if he/she has not collected more than 6 credits, it is advisable to join the ITIL® V4 foundation course and start from scratch. However, if they have collected more than 6 credits, it is advisable to continue with ITIL® V3 only.Intermediate Course The situation is rather tricky for those who are completing the intermediate level of the ITIL® V3. Since AXELOS doesn't want students to unnecessarily waste their valuable efforts, if students have collected more than six credits beyond the foundation level, they are advised to continue with their ITIL® V3 journey.It is also worth noting that the Transition module will not be released until the second half of 2019, so this gives students a fair time to collect their required credits.Expert Certification Students who have already achieved a minimum of 17 ITIL® Credits and have attained the level of Expert level will have the choice of practicing the ITIL® 4 Managing Professional (MP) Transition module when it is published.This will enable them to join the stage of ITIL® Managing Professional (MP). Following this, all they need to do is to join the ITIL® Leader Digital & Strategy module. It will assist them in achieving the ITIL® Strategic Leader (SL) designation. By this stage, they will be eligible to apply for the ultimate level of ITIL® Master.Below are the required credits and details on the transition path -ITIL® V3 Certification LevelThe Path for transition to V4ITIL® V3 FoundationSimply take the ITIL® V4 Foundation to transition to the new ITIL® certification.ITIL® V3 PractitionerTake ITIL® V4 Foundation and further modules in the area of interest to become ITIL® specialist or strategistContinue with ITIL® V3 certification until you gather 17 credits and become eligible to take ITIL® MP levelITIL® V3 IntermediateContinue collecting credits from ITIL® V3 certification and when credits reach 17, you can give ITIL® MP moduleITIL® V3 ExpertSimply take ITIL® V4 MP module to transition to new Expert level of ITIL® V4What is the ITIL® certification path level?EligibilityMany candidates have a doubt on what the eligibility criteria for the ITIL® certification is. Before proceeding to the certification path, let's get this doubt cleared. There are no prerequisites required for taking the certification course. It's just suggested that the candidate should have some past experience in the IT sector.Now that we are clear with the most basic doubt, let's continue towards the path of certification.Certification PathThis section will deal with the journey to the Certification Path. Throughout the certification course, there’s a certain number of ITIL® Credits awarded when you clear the levels through examination. These credits are the key to unlock the next level of certification or training.1. Foundation Course - As discussed earlier, it is the introductory course to the ITIL® Service Management.Training: Required.Prerequisites: Not RequiredExamination: Yes, RequiredAwards: 2 ITIL® creditsCertificate: Yes.2. Intermediate Course -The next step after Foundation course. It consists of two streams and within those two streams are various modules.Prerequisites: ITIL® Foundation Certificate.Training: Yes, requiredExamination: Yes. The credits earned after the examination will be presented in braces for every module.Certificate: Yes, for each moduleService Lifecycle stream modules: Service Design - 3 creditsService Strategy - 3 creditsService Operation - 3 creditsService Transition - 3 credits    Continual Service Improvement - 3 creditsService Capability stream modules: Release, Control, and Validation - 4 creditsService Offerings and Agreements - 4 creditsPlanning, Protection, and Optimization - 4 creditsOperational Support, and Analysis - 4 credits3. Managing Across Service Lifecycle – MALCThe conclusive segment in the qualification system before obtaining the esteemed certification of Expert is the stage called - MALC.Prerequisites: ITIL® Foundation. 15 credits (Intermediate level) + 2 credits. Hence, 17 credits in total.Training: Yes, required.Examination: YesAwards: 5 ITIL® creditsCertificate: Yes4. Expert Course The highly valued certification which is the proof of superior knowledge and expertise.Prerequisites: ITIL® FoundationITIL® Intermediate15 credits collected in ITIL® Intermediate levelMALC examination qualificationIn Total: minimum of 22 ITIL® credits.Training: Not Required.Examination: Not RequiredCertificate: Yes.5. Master Course This stage doesn't have any training material or examination. By this stage, the candidate is expected to be the best among his/her peer group and apply all the frameworks and principles in real-life situations.Prerequisites: ITIL® Expert certificateFive years of experience in leadership or management position.Training: Not AvailableExamination: Rather than an examination, it's more like a collective review of the work. So, no examination.Certificate: Yes. ITIL® StagePrerequisitesTrainingExamCertificatesFoundationNoYESYESIntermediateITIL® FoundationYESYESYESMALC-ITIL® Foundation- 15 credits in IntermediateYESYESYESExpert-  ITIL® Foundation- 15 credits in Intermediate- MALC- Minimum 22 credits in TotalNONOITIL® EXPERTMaster-ITIL® ExpertNODemonstrationITIL® MasterRoles of the jobThe credentials of the ITIL® certifications will surely give your resume a big boost, but your success will solely depend on you. These are factors that help boost career impact:Your professional experience.KnowledgeThe pace at which you absorb ITIL® concepts.The interest you have in IT methods.Following are the roles that you can expect through ITIL® certification -Process CoordinatorExperience required is a minimum of two years.Level: Foundation-level to Intermediate-levelResponsibility: Assure that the administrative actions in a process are conducted as planned.Change coordinator, Incident coordinator, and configuration analyst are few of the coordinator positions possible in ITIL®-based IT service management.Managerial RoleExperience - At least eight years of working experience for a certified ITIL® professional.Level - This is operated at the mid-management level.Responsibility:The role here is to ensure that activities in service management are in accordance with the given processes.He/she will be managing the coordinators under you who will directly report to you.The Manager is accountable for their actions and making sure that the work allocated is executed thoroughly.Release manager, Problem manager, and service desk manager are some of the managerial roles.ITIL® consulting roleExperience - This role of Process Consultant requires experience of ten years.Level - An ITIL® certified professional.Requirement - The candidate also needs to have certain different abilities with Observation skills being the most dominant traits. Also, they need great “Problem-solving’’ abilities.Responsibility - An ITIL® Consultant must have great observation skills as this would allow him/her to notice inconsistencies in processes and immediately plan about optimization. The consultant must enjoy getting to the bottom of  all issues.Their role is to observe every role assigned under them and guide them to execute the process as smoothly as possible.This is among the most highly-paid and respectable posts in the industry.Below are the annual average salaries of the ITIL® certified jobs -Sr. NoRoleAverage salary per annum in USAverage salary per annum in India1Service Delivery Manager$82,795INR 1,366,9822IT Analyst$86,361INR 7,32,6123Asset Manager$88,552INR 5395334IT Project Manager$91,257INR 1,433,4725IT Manager$101,181INR 10820296Engineering program manager$106,280INR 18198807Senior  IT Project Manager$112,899INR 1,818,5608Service Transition$117,000INR 13,34,2739Service Operation$117,000INR 610,864Difference between ITIL® V3 & V4 certification levelsMany students have one common question-- how exactly are the ITIL® V4 and V3 different from each other?ITIL® V3 was introduced in 2007. The version was revised with some changes four years later in 2011. Whereas AXELOS recently announced the completion of the latest version of the ITIL® V4. The first level of the newer version was released early in 2019 and the higher levels are scheduled to release in the second half of the year.The ITIL® 4 is built upon nine guiding principles. These were borrowed from the most contemporary ITIL® Practitioner Exam.The essence was based on:Device for knowledgeConcentrate on contentExplore holisticallyCommence where you areStudy directlyDevelop iterativelyAssociateBe fairKeep it simple.The ITIL® 4 works according to the need of public perception and needs. Because of this, customer feedback and satisfaction is a top priority for the new version.In addition to these principles, the ITIL® V4 has major updates like:Exceptional integration besides other successful ITSM practices, including DevOps, Agile, and LeanA broader focus on the meaning of customer experienceThe superior combination of ITIL® and modern business practicesA community-driven focus to create the framework extra flexible and powerful.Also, there has been an inclusion of ITIL® Foundation and the ITIL® Master exams.ITIL® Managing Professional (MP)It targets IT practitioners working within technology and digital teams across businesses. They are not just limited to the IT departments. This course offers experience and expertise to run successful teams, IT projects, and workflows.ITIL® Strategic Leader (SL)This exam is planned for those who operate with “every digitally equipped assistance.” The objective of this course is to prepare the learner on how to use technology to deliver business procedure. It also explains the role of IT in the process.ITIL® V4’s focus The team developing the latest version includes industry experts, content writers, and specialists from the broader IT industry. This team operates on a global level to address all types of issues that the organizations face at different levels. More than 2000+ members have contributed to the evolution of this version.The focus is on the practical aspects of the industry. The course has been kept as compliant as possible to assist the organizations towards being better developed and integrated service providers.The most crucial change has been noticed in the foundation level of the version. Now the learners will have a strong base with the IT management from the start.Also, not only will this give the students an early advantage towards grasping the concepts but will make them more adaptable towards the end-to-end operating model for the production, outcomes and constant revisions to provide a much-advanced customer experience.The Service Value System (SVS) has also been heavily updated. It now gives a complete end-to-end scenario of what's happening behind the scenes during the business operations. This allows the students to get a better understanding and to contribute more to the process. The updated version has also incorporated concepts from the models like DevOps, Agile and Lean IT.A significant challenge was not to make it completely original from its previous versions as that will create chaos in the organization between the new and the earlier certified professionals. Keeping this in mind, the version has been designed to have better compatibility with the ITIL® V3.So, what happens to the ITIL® V3?The best thing about certifications is that they never get too old, i.e., they do not have an expiration date. So once you have earned the credentials in your resume, it will be valid for a lifetime.Similarly, ITIL® V3 is equally appropriate and efficient as it has a global demand and a reach of thousands of professionals and students. This is the reason why the latest version has been made compatible with the ITIL® V3.The newer version is devised to satisfy the ever-growing needs of the digital environment. It looks forward to simplifying the complicated processes in the IT sector that used to consume a lot of effort as well as time. The results and outcomes of ITIL® will only be visible when they are applied effectively.
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ITIL® certification levels: A comprehensive guide

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ITIL® certification levels: A comprehensive guide

What is ITIL®?

ITIL® is a library, a set of detailed practices for IT service management (ITSM). Earlier known as the Information Technology Infrastructure Library, it aims to deliver IT services concerning the needs of the business. ITIL® frameworks assist the companies in improving their ITSM and providing strong customer service.

Certification Levels

As there is a distinct set of rules to take into account, for the ease of students and organizations, ITIL® certification has been divided into five levels, starting from Foundation to Masters.

The previous version of the ITIL® V3 was divided into 5 classes -

  • Foundation: This is the first-level certification course that teaches the fundamentals and general concepts, terminology, and elements practiced in the ITIL® Lifecycle.
  • Practitioner: This level aims to teach candidates how to adapt and adopt the skills of ITIL® during their daily work life. It is the most recent addition to the levels.
  • Intermediate: This is a more in-depth study of the previous stages. Here, different modules are taken up to teach the various approaches and plans executed by following the framework. This certification is considered as the common ITIL® qualification in many IT sectors.
  • Expert: This certification is considered as the esteemed qualification which depicts skills, expertise and a great understanding of the ITIL® framework.
  • Master level: This is the final stage of the certification, which proves a comprehensive understanding of the principles, procedures and exceptional methods of ITIL®. It also demonstrates the candidate's superior skills. The master’s certified candidate is considered to be the best among others due to their knowledge and expertise.

As the level increases, the depth, value, and requirements of the certifications increase parallelly.

The latest version of the ITIL® V4 is reportedly the most flexible and superior version released till now. The updates are highly valuable because they have been implemented after considering the feedbacks and reviews of 1000s of professionals.

Since the problems are resolved through steps, this increases the credibility of the ITIL® framework and processes exponentially. Also, this version has been designed to be flexible and adaptable as per the ease of the employees and students.

The transition from ITIL® V3 to ITIL® V4

Now, we understand that there are some significant upgrades in ITIL® V4, but the question is, what about those who are currently enrolled in ITIL® V3 or have already passed the previous versions.

For your concerns, AXELOS has addressed the transition issue and the process is rather simple. These are the best options as suggested by AXELOS on how a candidate can move from the older version of ITIL® to ITIL® 4.

  • Foundation course 

For those who have started the certification course and have only reached the current Foundation certification, or have earned up to six additional credits, they are recommended to begin again with the latest version of the ITIL® 4. It's because of the changes that are mentioned, have been revised and upgraded. Therefore, it will be better for them to restart from the beginning as they will be in sync with the current updates.

  • Practitioner Course

Since the student has just begun, if he/she has not collected more than 6 credits, it is advisable to join the ITIL® V4 foundation course and start from scratch. However, if they have collected more than 6 credits, it is advisable to continue with ITIL® V3 only.

  • Intermediate Course 

The situation is rather tricky for those who are completing the intermediate level of the ITIL® V3. Since AXELOS doesn't want students to unnecessarily waste their valuable efforts, if students have collected more than six credits beyond the foundation level, they are advised to continue with their ITIL® V3 journey.

It is also worth noting that the Transition module will not be released until the second half of 2019, so this gives students a fair time to collect their required credits.

  • Expert Certification 

Students who have already achieved a minimum of 17 ITIL® Credits and have attained the level of Expert level will have the choice of practicing the ITIL® 4 Managing Professional (MP) Transition module when it is published.

This will enable them to join the stage of ITIL® Managing Professional (MP). Following this, all they need to do is to join the ITIL® Leader Digital & Strategy module. It will assist them in achieving the ITIL® Strategic Leader (SL) designation. By this stage, they will be eligible to apply for the ultimate level of ITIL® Master.

Below are the required credits and details on the transition path -

ITIL® V3 Certification Level

The Path for transition to V4
ITIL® V3 Foundation

Simply take the ITIL® V4 Foundation to transition to the new ITIL® certification.
ITIL® V3 Practitioner
  1. Take ITIL® V4 Foundation and further modules in the area of interest to become ITIL® specialist or strategist

  2. Continue with ITIL® V3 certification until you gather 17 credits and become eligible to take ITIL® MP level

ITIL® V3 Intermediate

Continue collecting credits from ITIL® V3 certification and when credits reach 17, you can give ITIL® MP module

ITIL® V3 Expert

Simply take ITIL® V4 MP module to transition to new Expert level of ITIL® V4

What is the ITIL® certification path level?

Eligibility

Many candidates have a doubt on what the eligibility criteria for the ITIL® certification is. Before proceeding to the certification path, let's get this doubt cleared. There are no prerequisites required for taking the certification course. It's just suggested that the candidate should have some past experience in the IT sector.

Now that we are clear with the most basic doubt, let's continue towards the path of certification.

Certification Path

This section will deal with the journey to the Certification Path. Throughout the certification course, there’s a certain number of ITIL® Credits awarded when you clear the levels through examination. These credits are the key to unlock the next level of certification or training.

1. Foundation Course - 

As discussed earlier, it is the introductory course to the ITIL® Service Management.

  • Training: Required.
  • Prerequisites: Not Required
  • Examination: Yes, Required
  • Awards: 2 ITIL® credits
  • Certificate: Yes.

2. Intermediate Course -

The next step after Foundation course. It consists of two streams and within those two streams are various modules.

  • Prerequisites: ITIL® Foundation Certificate.
  • Training: Yes, required
  • Examination: Yes. The credits earned after the examination will be presented in braces for every module.
  • Certificate: Yes, for each module

Service Lifecycle stream modules: 

  • Service Design - 3 credits
  • Service Strategy - 3 credits
  • Service Operation - 3 credits
  • Service Transition - 3 credits    
  • Continual Service Improvement - 3 credits

Service Capability stream modules: 

  • Release, Control, and Validation - 4 credits
  • Service Offerings and Agreements - 4 credits
  • Planning, Protection, and Optimization - 4 credits
  • Operational Support, and Analysis - 4 credits

3. Managing Across Service Lifecycle – MALC

The conclusive segment in the qualification system before obtaining the esteemed certification of Expert is the stage called - MALC.

  • Prerequisites: ITIL® Foundation. 15 credits (Intermediate level) + 2 credits. Hence, 17 credits in total.
  • Training: Yes, required.
  • Examination: Yes
  • Awards5 ITIL® credits
  • Certificate: Yes

4. Expert Course 

The highly valued certification which is the proof of superior knowledge and expertise.

  • Prerequisites: 
    • ITIL® Foundation
    • ITIL® Intermediate
    • 15 credits collected in ITIL® Intermediate level
    • MALC examination qualification
  • In Total: minimum of 22 ITIL® credits.
  • Training: Not Required.
  • Examination: Not Required
  • Certificate: Yes.

5. Master Course 

This stage doesn't have any training material or examination. By this stage, the candidate is expected to be the best among his/her peer group and apply all the frameworks and principles in real-life situations.

  • Prerequisites: 
    • ITIL® Expert certificate
    • Five years of experience in leadership or management position.
  • Training: Not Available
  • Examination: Rather than an examination, it's more like a collective review of the work. So, no examination.
  • Certificate: Yes.
 ITIL® StagePrerequisites

TrainingExamCertificates
Foundation
NoYESYES
Intermediate
ITIL® FoundationYESYESYES
MALC-ITIL® Foundation
- 15 credits in Intermediate
YESYESYES
Expert-  ITIL® Foundation
- 15 credits in Intermediate
- MALC
- Minimum 22 credits in Total
NONOITIL® EXPERT
Master

-ITIL® Expert
NODemonstrationITIL® Master

Roles of the jobITIL Roles of the job

The credentials of the ITIL® certifications will surely give your resume a big boost, but your success will solely depend on you. These are factors that help boost career impact:

  • Your professional experience.
  • Knowledge
  • The pace at which you absorb ITIL® concepts.
  • The interest you have in IT methods.

Following are the roles that you can expect through ITIL® certification -

  • Process Coordinator

    • Experience required is a minimum of two years.
    • Level: Foundation-level to Intermediate-level
    • Responsibility: Assure that the administrative actions in a process are conducted as planned.
    • Change coordinator, Incident coordinator, and configuration analyst are few of the coordinator positions possible in ITIL®-based IT service management.
  • Managerial Role

    • Experience - At least eight years of working experience for a certified ITIL® professional.
    • Level - This is operated at the mid-management level.
    • Responsibility:
      • The role here is to ensure that activities in service management are in accordance with the given processes.
      • He/she will be managing the coordinators under you who will directly report to you.
      • The Manager is accountable for their actions and making sure that the work allocated is executed thoroughly.
    • Release manager, Problem manager, and service desk manager are some of the managerial roles.
  • ITIL® consulting role

    • Experience - This role of Process Consultant requires experience of ten years.
    • Level - An ITIL® certified professional.
    • Requirement - The candidate also needs to have certain different abilities with Observation skills being the most dominant traits. Also, they need great “Problem-solving’’ abilities.
    • Responsibility - 
      • An ITIL® Consultant must have great observation skills as this would allow him/her to notice inconsistencies in processes and immediately plan about optimization. The consultant must enjoy getting to the bottom of  all issues.
      • Their role is to observe every role assigned under them and guide them to execute the process as smoothly as possible.
      • This is among the most highly-paid and respectable posts in the industry.

Below are the annual average salaries of the ITIL® certified jobs -

Sr. NoRole

Average salary per annum in USAverage salary per annum in India
1Service Delivery Manager
$82,795INR 1,366,982
2IT Analyst
$86,361INR 7,32,612
3Asset Manager
$88,552INR 539533
4IT Project Manager
$91,257INR 1,433,472
5IT Manager
$101,181INR 1082029
6Engineering program manager
$106,280INR 1819880
7Senior  IT Project Manager
$112,899INR 1,818,560
8Service Transition
$117,000INR 13,34,273
9Service Operation
$117,000INR 610,864

Difference between ITIL® V3 & V4 certification levels

Many students have one common question-- how exactly are the ITIL® V4 and V3 different from each other?

ITIL® V3 was introduced in 2007. The version was revised with some changes four years later in 2011. Whereas AXELOS recently announced the completion of the latest version of the ITIL® V4. The first level of the newer version was released early in 2019 and the higher levels are scheduled to release in the second half of the year.

The ITIL® 4 is built upon nine guiding principles. These were borrowed from the most contemporary ITIL® Practitioner Exam.

guiding principles to ITIL Certification

The essence was based on:

  1. Device for knowledge
  2. Concentrate on content
  3. Explore holistically
  4. Commence where you are
  5. Study directly
  6. Develop iteratively
  7. Associate
  8. Be fair
  9. Keep it simple.

The ITIL® 4 works according to the need of public perception and needs. Because of this, customer feedback and satisfaction is a top priority for the new version.

In addition to these principles, the ITIL® V4 has major updates like:

  • Exceptional integration besides other successful ITSM practices, including DevOps, Agile, and Lean
  • A broader focus on the meaning of customer experience
  • The superior combination of ITIL® and modern business practices
  • A community-driven focus to create the framework extra flexible and powerful.

Also, there has been an inclusion of ITIL® Foundation and the ITIL® Master exams.

ITIL® Managing Professional (MP)

It targets IT practitioners working within technology and digital teams across businesses. They are not just limited to the IT departments. This course offers experience and expertise to run successful teams, IT projects, and workflows.

ITIL® Strategic Leader (SL)

This exam is planned for those who operate with “every digitally equipped assistance.” The objective of this course is to prepare the learner on how to use technology to deliver business procedure. It also explains the role of IT in the process.

ITIL® V4’s focus 

The team developing the latest version includes industry experts, content writers, and specialists from the broader IT industry. This team operates on a global level to address all types of issues that the organizations face at different levels. More than 2000+ members have contributed to the evolution of this version.

The focus is on the practical aspects of the industry. The course has been kept as compliant as possible to assist the organizations towards being better developed and integrated service providers.

The most crucial change has been noticed in the foundation level of the version. Now the learners will have a strong base with the IT management from the start.

Also, not only will this give the students an early advantage towards grasping the concepts but will make them more adaptable towards the end-to-end operating model for the production, outcomes and constant revisions to provide a much-advanced customer experience.

The Service Value System (SVS) has also been heavily updated. It now gives a complete end-to-end scenario of what's happening behind the scenes during the business operations. This allows the students to get a better understanding and to contribute more to the process. The updated version has also incorporated concepts from the models like DevOps, Agile and Lean IT.

A significant challenge was not to make it completely original from its previous versions as that will create chaos in the organization between the new and the earlier certified professionals. Keeping this in mind, the version has been designed to have better compatibility with the ITIL® V3.

So, what happens to the ITIL® V3?

The best thing about certifications is that they never get too old, i.e., they do not have an expiration date. So once you have earned the credentials in your resume, it will be valid for a lifetime.

Similarly, ITIL® V3 is equally appropriate and efficient as it has a global demand and a reach of thousands of professionals and students. This is the reason why the latest version has been made compatible with the ITIL® V3.

The newer version is devised to satisfy the ever-growing needs of the digital environment. It looks forward to simplifying the complicated processes in the IT sector that used to consume a lot of effort as well as time. The results and outcomes of ITIL® will only be visible when they are applied effectively.

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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Measuring outcomes, not IT availability

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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The New ITIL® V4 And Major Reasons To Choose It

ITIL® is the most popular ITSM methodology in the world. One of the main reasons behind its success was its flexibility and adaptability. It was developed by the British government's Central Computer and Telecommunications Agency (CCTA) in the 1980s, but it is now owned, managed, updated, and certified by AXELOS.Last year, AXELOS announced its latest version, ITIL® V4. It was released in the first quarter of 2019, around February. The prime focus was on combining the most efficient ITIL® practices around the world with the ITIL® guidelines.The reason why the latest version is considered to be the best as it has been developed by a team of over 150 professionals which includes content writers, IT professionals, and a newly developed group. This group has more than 2000 members who have served in very large organizations worldwide. Their feedback has been taken into consideration to make sure that this version overcomes any limitations which its predecessors may have faced.Introduction to ITIL®In order to regulate the IT services with the needs of the business, ITIL® was introduced. It is a set of rules and methodologies which consist of the best practices developed over the years in the business industry. The ITIL® V3 (or ITIL® 2011) which turned out to be the most popular version is based on 5 fundamentals -ITIL® Service StrategyITIL® Service DesignITIL® Service TransitionITIL® Service OperationITIL® Continual Service ImprovementFor many years, ITIL® V3 ruled the industry because of its wide application. Even though it was one of the best-selling and globally-adopted versions, to adapt to the new changes in the industry, AXELOS came up with the latest version - ITIL® V4.What is ITIL® V4?The structure of the latest version has been enhanced to manage business companies to request new service management challenges. They also support them efficiently by applying modern technology to its highest ability. Versatility, integration, and organized systems have been given prime importance while composing this version.This methodology can be adjusted and embraced by different types of business to provide the best service and heighten customer experience. This will guide them in not only discussing management challenges but also solving them. It also supervises maturing the concepts so that the organization or the candidate can practically apply them to their daily obstacles and deal with them adequately. ITIL® V4 will also assist in governing as well as managing every possible IT-enabled service.ITIL® V4 is the new revamped version for ITSM to combine modern technology in a more holistic manner. This step was taken to give the best possible outcome from all the resources available.The target audience ranges from students to professionals aiming to get acquainted with the new updates. This is coined to be a huge development as it is not only working on the drawbacks of the earlier versions but is also aiming to get the most powerful methods to promote the business industry.Major elements of ITIL® V4ITIL® SVS or ITIL® Service Value System is one of the principal components of the updates in ITIL® V4. It represents how the different projects and elements of the organization operate collectively to encourage value creation by IT-enabled services.The different features of SVS can be implanted in such a way that it doesn't cause any stress over the organization. This makes it very pliable to adapt. Both the qualities, coordination as well as absorption are needed to keep the organization growing at a constant pace. This helps the system to drive the organization in an instrumental, visionary, and unified direction.ITIL® SVS majorly focuses on these components -  ITIL® service value chainITIL® guiding principlesITIL® practicesGovernanceConstant growthThe ITIL® service value chain demonstrates a working model for the creation, execution, and steady growth of the services. The design consists of 6 chief elements that can be connected synchronically using numerous ways hence creating distinct value streams. To approach the requirements of multimodal service management, the value chain is made flexible enough to be easily adapted through various procedures like centralized IT and DevOps. It is this flexibility that enables the company to concentrate on the steady growth as well as to satisfy the ever-changing interests of the industry.ITIL® practices support in developing the service value chain by extending their flexibility. To support ITSM practitioners with a complete toolset, all ITIL® practice supports multiple service value chain activities.An organization’s performance and fundamental core heavily represent its growth. This is why the ITIL® guiding principles are executed as they aid in building a fruitful environment through daily activities. They also ensure that everyone in their organization are on the same page and is working towards achieving a unified vision.The governing body oversees and shares some specific guidelines and tactics with the organization to improve results. The governance also helps in improving coordination among the divisions of the company and hence raising the company’s value.Why ITIL® V4?The most important reason for developing an advanced version of the ITIL® V3 was because of its certain limitations. These are -Failure to comprehend the current trends in the IT services and software developments.Bad relationship with the ITSM CommunityThe latest version addressed these issues by publishing the updates in the community, thus giving them a heads-up and possibly eliminating any obstacle in the free flow of data. ITIL® V4 has successfully combined the concepts of Agile, DevOps, and Lean with that of the standard ITIL® practices. This makes the new version flexible and keeps it updated for the future.Apart from this, the foundation stage is completely revised to give students and professionals a clear inside view from the very beginning.It is revised based on the needs of modern business. The revisions of the ITIL® V4 are completely practical and are based on the feedback of thousands of ITIL® practitioners.The significant variations which can be witnessed in ITIL® V4 are-Fewer siloesInformation across the whole businessMore allianceCombining Agile and DevOps within ITSM policies.This update has made the ITIL® way more agile, extensible, and collaborative.Principles of ITIL® V4Right from the beginning, ITIL® has always followed certain principles. Similarly, like its predecessors, ITIL® 4 is built upon nine guiding principles. These were borrowed from the most contemporary ITIL® Practitioner Exam.The most fascinating progression of the newer version is that it encourages the alliance of IT department with other departments.This is not only profitable but highly effective too due to the arrival of new technologies and most of the departments depend on it to get their work done. ITIL® V4 works according to the need of public perception and needs. Because of this, customer feedback and satisfaction are top priorities for the new version.ITIL® V4 certification levelsThere have been certain updates in the certification level in the new version. Before proceeding to those upgrades, let's take a look at the previous version.The previous version of the ITIL® V3 was divided into 5 levels -FoundationPractitionerIntermediateExpertMaster.Master was the highest level and the foundation was for beginners. With each stage, the depth of understanding of the subject increases.There has been an update in the new scheme of the ITIL® V4. Now, there has been an inclusion of ITIL® Foundation and the ITIL® Master exams.Below are the four certification levels within the ITIL 4 scheme:FoundationManaging ProfessionalStrategic LeaderMaster.After the foundation level are the levels of Strategic Leader and Managing Professional. Both of them have their own modules and exams.ITIL® Managing Professional (MP)ITIL® Managing Professional (MP) is designed for learners who deal with technology and digital teams throughout the organization. They are not just limited to the IT departments. This course offers experience and expertise to run successful teams, IT projects, and workflows.Modules cover ‘ITIL® Specialists’ in -Drive Stakeholder ValueCreate, Deliver and SupportHigh Velocity ITITIL® MasterManagingProfessionalTransitionITIL®  Managing ProfessionalITIL® Strategic LeaderITIL® SpecialistITIL®SpecialistITIL®SpecialistITIL®StrategisITIL®StrategistITIL® LeaderCreate,deliver andsupportDriveStakeholderValueHighVelocityITDirect.Plan andImproveDirect.Plan andImproveDigital & ITStrategyITIL® FoundationITIL® Strategic Leader (SL)This exam is designed for those who engage with “every digitally equipped assistance”. The objective of this ITIL course is to prepare the learner on how to use technology to deliver business procedure. It also explains the role of IT in this process.Syllabus includes -ITIL® Leader – Digital & IT StrategyITIL® Strategist – Direct, Plan, and ImproveBoth of these exams end at the same level which is the ITIL® Master exam. It is the most advanced level in the examination.How to do the transition from ITIL® V3 to ITIL® V4?It is known that ITIL® V3 is the most popular version. Also, the certification is valid forever once you acquire the credentials in your resume. The ITIL® V3  is flexible, which is the reason why it is globally accepted. However, after the release of the new version, many will think of upgrading their certifications. AXELOS has defined paths to upgrade your ITIL® V3 certifications to corresponding ITIL® V4 certificates.  There are numerous ways to get the transition done. Following are the various transition paths -ITIL® V3 Foundation certified Since this is the beginning level, it is advised that the student takes up the ITIL® V4 foundation. The reason being that the foundation process of the ITIL® V4 has witnessed maximum changes.Transition in the early path will be beneficial as the learner will be well versed with the new contents of the latest certification. Also, the material on ITIL® V4 Foundation is vast and hence, it's a great opportunity for the learners to get to know new methods and techniques that are updated and as per current business trends.ITIL® Practitioner/Intermediate level AXELOS doesn't want the learners to waste their time and efforts, therefore if an individual is on the Practitioner or Intermediate level, it is advisable to continue pursuing the current level.Once they have achieved 17 credits, they are eligible for the easy transition to ITIL® 4 and take ITIL® Managing Professional Transition module. This will allow them to earn the ITIL® Managing Professional designation.ITIL® V3 Expert Those who have successfully made it to the Expert level can pursue the ITIL® Managing Professional Transition module, provided, they have received the certification.After acquiring the ITIL® Managing Professional designation, one can pursue the ITIL® Strategic Leader stream. This is completely based on the interest of the person. Fulfillment of either of the streams will lead the student straight to the final level, ITIL® Master.We have briefly summarised the paths into a table for your reference.ITIL® V3 CertificateThe path for transition to V4ITIL® V3 FoundationAcquire ITIL® V4 Foundation certificateITIL® V3 Practitioner1. Begin from ITIL® V4 Foundation2. Continue with the ITIL® V3 modules till intermediate and make a transition to MP under V4.ITIL® V3 IntermediateBeing a V3 intermediate, you can make a transition to V4 by taking up the modules under V4 MP.You don't have to go ahead with the MALC exam.ITIL® V3 ExpertIf you're a V3 Expert, you need to take the V4 MP in order to make a transition to V4 in order to continue with your ITIL® journey.ITIL® V3 Vs. ITIL® V4There is one common question regarding ITIL®, as to how exactly ITIL® V4 and V3 are different from each other.ITIL® V3 was introduced in 2007. The version was revised with some changes four years later in 2011.Whereas AXELOS recently announced the completion of the latest version of the ITIL® V4. The first level of the newer version was released early in 2019 and the higher levels are scheduled to release in the second half of the year.The ITIL® 4 is built upon nine guiding principles. These were borrowed from the most contemporary ITIL® Practitioner Exam.The nine principles are:Device for knowledgeConcentrate on contentExplore holisticallyCommence where you areStudy directlyDevelop iterativelyAssociateBe fairKeep it simpleITIL® V4 works according to public perception and needs. Because of this, customer feedback and satisfaction are top priorities for the new version.In addition to these principles, the ITIL® V4 has major updates like:Outstanding integration besides other successful ITSM practices, including DevOps, Agile, and LeanA broader focus on the meaning of customer experienceThe superior combination of ITIL® and modern business practicesA community-driven focus to render the framework extra flexible and powerfulOther major updates in ITIL® V4 The objective of the new version is to focus on the practical aspects of the business. The course has been kept as compliant as possible to assist the organizations towards being larger, developed and united service providers.The Service Value System (SVS) has also been gradually updated. It now gives a whole end-to-end scenario of what's occurring behind the scenes during the business transactions. This enables the students to gain a sound knowledge and contribute more to the process.A notable challenge was not to make the ITIL® V4 totally independent from its previous versions. This will create chaos in the system between the ITIL® V4 and the ITIL® V3 certified professionals. Keeping this in mind, the version has been designed to have better compatibility with the ITIL® V3.ITIL® V4 owns many of the underlying factors of the V3 as they assist the organizations in implementing efficient IT service management.Conclusively, the brand-new version is developed to meet the ever-growing demands of the digital environment. ITIL® V4 has been developed to provide a practical and flexible basis from the current complex digital environment.
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The New ITIL® V4 And Major Reasons To Choose It

ITIL® is the most popular ITSM methodology in the... Read More