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What is ITIL® V3?

Lack of standardised practices in the IT sector created a discordant environment for services, as their efficiency was considerably low and error rates were high as compared to current standards. These irregularities prompted the UK government to envision a set of guidelines for every IT Service organisation to follow. These guidelines, it was hoped, would help not only government organisations but private ones as well.Therefore, in the 1980s, the UK government, in a bid to increase efficiency and standardise IT processes, created a framework with libraries from around the globe. These multiple libraries were concentrated into seven volumes in ITIL® V2 and eventually five volumes in ITIL® V3. Each volume/certification focuses on a specific part of ITSM.What is ITIL® V3?ITIL® V3 focuses on business needs and calibrates the services according to them. Its other main purpose is also to continuously improve the services while reducing the costs at the same time. Due to ITIL® V3’s ability to smoothly combine business expertise with IT processes, which maximises customer satisfaction, it is adding value to millions of people and businesses around the world.Its principal purpose is to enable IT professionals to be business service partners as well. It aims to, therefore, combine the business aspect of ITSM - by catering to business and customer requirements - with the professional expertise of the IT industry.Brought to the public arena in 2007, ITIL® V3 was upgraded and relaunched in 2011 by AXELOS - in collaboration with Her Majesty’s Cabinet Office and Capita PLC as 2011 ITIL® V3. This version included strategic elements which aligned the modern ITSM processes to current business needs.There are three major ITIL® V3 Fundamentals which we will discuss now.ITIL® V3 Incident Management: It is not unusual that services get disrupted within an organisation, but what’s essential is to protect productivity when it happens. ITIL® V3 Incident management is a process which lays down the best set of practices in the industry to effectively handle an incident without much downtime and also ensuring smooth business productivity.ITIL® V3 Change Management: Existing solutions/applications need to be upgraded to keep up with modern technological advancements as well as business needs. It, therefore, becomes essential that such changes do not directly or indirectly affect productivity. ITIL® V3 Change Management focuses on avoiding downtimes by handling, prioritising, and rolling out the required changes.ITIL® V3 Problem Management: Many times, we start getting similar kind of incidents. This is the indication to club all of them into a single problem. The problem aims to provide an RCA (Root cause analysis) of the issue and until then, to also provide a workaround. ITIL® V3 Problem Management helps in managing such problems and avoiding major issues. It also maintains a Known Error Database (KEDB) whose solution is unknown.ITIL® examsITIL® V3 contains five sections as part of the IT service lifecycle, and each section includes multiple processes. ITIL® offers flexibility to an organisation in the form of freedom to adopt any or all of the processes from a particular section. ITIL® is a collection of e-books. Its examinations were earlier administered by EXIN and ISEB, both of which are independent bodies. Both of these bodies gave their certification according to your location.The two independent bodies formed an alliance during late 2006 to further ITSM. Currently, all exams and certificates are being administered by Accredited Training Organisations (ATOs). These accreditations are themselves administered by Strategic Examination Institutes. These, in turn, need to be accredited directly by AXELOS which enables them to offer certification to the ATOs.Benefits of implementing ITIL® in an organisationITIL® powers a well-run IT organisation that not only works efficiently but also keeps optimising the services regularly to provide greater customer experience. Some of the key benefits of implementing ITIL® in an IT organisation as well as businesses are as follows:Cost-effective runIncreased efficiency and productivityIncreased customer satisfactionProvision of comprehensive guidance and standards to followLesser downtime during a service disruptionMinimal service disruptionsEasily manageable incidentsAn easily scaling and changing environmentSome of the examples of accessible services and applications designed with ITIL® and ITSM are:SamanageInvGate Service DeskManageEngine ServiceDesk PlusVision HelpDeskGiants like Disney and Sony are prime examples of how one can manage services within a big organisation. Learners can easily take up these case studies to understand the ground situation in the industry. All in all, ITIL® provides a streamlined framework which helps in managing risks, reducing costs while monitoring day to day activities, and finally improvising the course through learning.What are the five sections of the ITIL® V3 Framework?The ITIL® Framework has five sections which have evolved over time to reflect the needs of the business and the IT environment. Briefly, this evolution can be described as under: The first release of ITIL®, released by the UK government to standardise the IT standards, boasted of multiple volumes collected from professionals worldwide.The second release of ITIL® V2 consisted of 7 volumes which concentrated all past volumes of IT basic operations.ITIL® V3 is more focused on the business side of the industry along with other aspects as well.ITIL® V3, hence, comprises of five sections which cover all aspects of ITSM. These sections further include multiple processes which the organisations implement according to their needs.Service StrategyService DesignService TransitionService OperationContinual Service ImprovementThese five sections cover the lifecycle of service in ITSM. We will discuss each section one by one to get a clear understanding of what each section contributes towards the lifecycle.Service Strategy: As ITIL® V3 is focused more on the business aspect of ITSM, this section is dedicated to catering to the business cases. It checks on the defined business goals and their new requirements. It further develops a strategy which helps provide a service the business needs in a cost-effective and efficient way.Service Design: After the requirements are gathered from the business, this section helps in implementing those requirements in the form of architecture, processes, policies, and documentation. It fulfils its role by providing comprehensive guidance.Service Transition: Changes in technology and business needs are inevitable, which is why it is imperative that such changes, when they are deployed, do not hinder or disrupt the ongoing services. This stage, therefore, looks after the transition stage of service. When a service is transitioning into the business environment, this section provides guidance and processes activities.  Service Operation: This section is more pertaining to the customer. It ensures that every business meets its customer expectations or requirements. It focuses on processes and delivery activities to ensure smooth working of daily operational tasks by monitoring given services.Continual Service Improvement: As the name suggests, this section is for the improvement of services. Based on its learning, which it receives through past services’ failures/successes, it introduces changes to the existing services.Roles in this space, of ITIL® and ITSM, can be elaborated as under:What is ITIL® V3 credit system?ITIL® V3 has a credit system which awards recognition through certificate-based examination. There are multiple certifications and with each one, you accumulate credits.You can enhance your reputation in the IT industry by rising through the ranks of ITIL® certifications which is awarded on a credit-basis exam. Credits are required to be eligible for higher certifications.The ITIL® V4 modules vary slightly from the ITIL® V3 structure and will be released during 2019, with Foundation being made available in 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. This is followed by the MALC i.e.  Managing Across The Lifecycle, ITIL® Expert and then the ITIL® Master, all of which are advanced levels to ensure the candidate attains the ITIL® certification.Some important pointers of ITIL® V4 are as under:Start with the ITIL 4 Foundation certification which fetches you two credits and its corresponding Foundation certificate.For each specialization after Foundation, until MALC, you will be awarded three or four credits depending upon the certification. ITIL® Practitioner certification fetches you three credits while covering the whole spectrum of the best practices.ITIL® Practitioner can be taken either immediately after Foundation or after before MALC and after completion of rest of the certifications.Before Managing across the Lifecycle (MALC), you can gather 17 credits in any order you prefer.To advance to ITIL® Expert level, you’d need a total of 22 credits including an ITIL® Practitioner certification and then MALC.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® Practitioner33ITIL® IntermediateLifecycle ModuleService Strategy3Service Design3Service Transition3Service Operation3Continual Service Improvement3Capability ModuleOperational Support and Analysis4Planning, Protection, and Optimization4Release, Control, and Validation4Service Offerings and Agreements44Managing across the lifecycle55ITIL® ExpertWhat are the ITIL® V3 services and processes?As part of the lifecycle of ITIL® V3 services, five sections are defined and each of them plays a key role in the service’s life. These five sections contain multiple processes, which in turn, are adopted by the companies or organisations into their teams.Starting from the planning, according to the business needs, to the improvement or the eventual retiring of a service, ITIL® V3 covers all stages of ITSM. Due to the coverage it provides, it has become an essential part of ITSM.There are millions of ITIL® V3 professionals around the globeIt is up to an organisation as to which processes of a section it may want to select and what not. This property of ITIL® makes it flexible for implementation purposes.The five sections in a lifecycle of an ITIL® V3 service are:Service Strategy: It strategizes how to create a service that caters to the needs of a business. Processes included under Service Strategy are:Strategy GenerationFinancial ManagementDemand ManagementService Portfolio ManagementService Design: All the infrastructure, technology, processes, and policies of service along with other things are designed in this section with the help of the following processes:Service Catalog ManagementService Level ManagementAvailability ManagementCapacity ManagementIT Service Continuity ManagementInformation Security ManagementSupplier Management      Service Transition: All the changes introduced in the services are needed to be smooth and non-disrupting to productivity. This section covers that with the help of the following processes:Transition Planning and SupportChange ManagementService Asset and Configuration ManagementRelease and Deployment ManagementService Validation and TestingEvaluationKnowledge ManagementService Operation: This section ensures the smooth running of daily operational tasks and checks whether the business is meeting customer requirements or not. It accomplishes this task with the help of the following processes:Event ManagementIncident ManagementRequest FulfillmentProblem ManagementAccess Management      Continual Service Improvement: To continuously improve the efficiency of the services through learning from past services, this section employs the following processes:The 7 improvement processService MeasurementService Reporting      Difference between ITIL® V2 & ITIL® V3With the introduction of ITIL® V3, AXELOS aimed to focus more on the business needs of the industry, instead of just concentrating all resources on the basic IT operations - which ITIL® V2 did. The ITIL® V2 contained the following disciplines:Service SupportService DeliveryWe can conclude from the above disciplines that the sole aim of ITIL® V2 was to support basic IT processes. ITIL® V3, on the other hand, extends this support to the whole lifecycle of a service and more importantly, catering to the needs of the business and customers.Besides these, ITIL® V3 has other major differences and upgrades from ITIL® V2 which we have compiled and shown in the table below:ITIL® V2ITIL® V3Majorly process-orientedFocused on the complete lifecycle of service in ITSM (including business needs)Has seven volumesHas five volumesEfficient and cost-effective processesStrategic emphasis is given along with efficiency and cost-effectiveness to the processA singular function was divided into ten processes25 processes categorised suitably under four functionsNo clear assignment of roles in processesRoles and responsibilities are clearly defined for each processFocused on “what” perspective - “what can be done and why”Aimed at the “how” approach - how it can be doneIncludes 700 pages of publicationsIncludes 1400 pages of its five key publicationsFocuses on the theoretical part of the business in ITSMFocuses on the practical aspect and aligns much better with the needs of modern business
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What is ITIL® V3?

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What is ITIL® V3?

Lack of standardised practices in the IT sector created a discordant environment for services, as their efficiency was considerably low and error rates were high as compared to current standards. These irregularities prompted the UK government to envision a set of guidelines for every IT Service organisation to follow. These guidelines, it was hoped, would help not only government organisations but private ones as well.

Therefore, in the 1980s, the UK government, in a bid to increase efficiency and standardise IT processes, created a framework with libraries from around the globe. These multiple libraries were concentrated into seven volumes in ITIL® V2 and eventually five volumes in ITIL® V3. Each volume/certification focuses on a specific part of ITSM.

What is ITIL® V3?

ITIL® V3 focuses on business needs and calibrates the services according to them. Its other main purpose is also to continuously improve the services while reducing the costs at the same time. Due to ITIL® V3’s ability to smoothly combine business expertise with IT processes, which maximises customer satisfaction, it is adding value to millions of people and businesses around the world.

Its principal purpose is to enable IT professionals to be business service partners as well. It aims to, therefore, combine the business aspect of ITSM - by catering to business and customer requirements - with the professional expertise of the IT industry.

Brought to the public arena in 2007, ITIL® V3 was upgraded and relaunched in 2011 by AXELOS - in collaboration with Her Majesty’s Cabinet Office and Capita PLC as 2011 ITIL® V3. This version included strategic elements which aligned the modern ITSM processes to current business needs.

There are three major ITIL® V3 Fundamentals which we will discuss now.

Three major ITIL Fundamentals

  • ITIL® V3 Incident Management: It is not unusual that services get disrupted within an organisation, but what’s essential is to protect productivity when it happens. ITIL® V3 Incident management is a process which lays down the best set of practices in the industry to effectively handle an incident without much downtime and also ensuring smooth business productivity.
  • ITIL® V3 Change Management: Existing solutions/applications need to be upgraded to keep up with modern technological advancements as well as business needs. It, therefore, becomes essential that such changes do not directly or indirectly affect productivity. ITIL® V3 Change Management focuses on avoiding downtimes by handling, prioritising, and rolling out the required changes.
  • ITIL® V3 Problem Management: Many times, we start getting similar kind of incidents. This is the indication to club all of them into a single problem. The problem aims to provide an RCA (Root cause analysis) of the issue and until then, to also provide a workaround. ITIL® V3 Problem Management helps in managing such problems and avoiding major issues. It also maintains a Known Error Database (KEDB) whose solution is unknown.

ITIL® exams

ITIL® V3 contains five sections as part of the IT service lifecycle, and each section includes multiple processes. ITIL® offers flexibility to an organisation in the form of freedom to adopt any or all of the processes from a particular section. ITIL® is a collection of e-books. Its examinations were earlier administered by EXIN and ISEB, both of which are independent bodies. Both of these bodies gave their certification according to your location.

The two independent bodies formed an alliance during late 2006 to further ITSM. Currently, all exams and certificates are being administered by Accredited Training Organisations (ATOs). These accreditations are themselves administered by Strategic Examination Institutes. These, in turn, need to be accredited directly by AXELOS which enables them to offer certification to the ATOs.

Benefits of implementing ITIL® in an organisation

Benefits of implementing ITIL

ITIL® powers a well-run IT organisation that not only works efficiently but also keeps optimising the services regularly to provide greater customer experience. Some of the key benefits of implementing ITIL® in an IT organisation as well as businesses are as follows:

  • Cost-effective run
  • Increased efficiency and productivity
  • Increased customer satisfaction
  • Provision of comprehensive guidance and standards to follow
  • Lesser downtime during a service disruption
  • Minimal service disruptions
  • Easily manageable incidents
  • An easily scaling and changing environment

Some of the examples of accessible services and applications designed with ITIL® and ITSM are:

  • Samanage
  • InvGate Service Desk
  • ManageEngine ServiceDesk Plus
  • Vision HelpDesk

Giants like Disney and Sony are prime examples of how one can manage services within a big organisation. Learners can easily take up these case studies to understand the ground situation in the industry. All in all, ITIL® provides a streamlined framework which helps in managing risks, reducing costs while monitoring day to day activities, and finally improvising the course through learning.

What are the five sections of the ITIL® V3 Framework?

The ITIL® Framework has five sections which have evolved over time to reflect the needs of the business and the IT environment. Briefly, this evolution can be described as under:

  • The first release of ITIL®, released by the UK government to standardise the IT standards, boasted of multiple volumes collected from professionals worldwide.
  • The second release of ITIL® V2 consisted of 7 volumes which concentrated all past volumes of IT basic operations.
  • ITIL® V3 is more focused on the business side of the industry along with other aspects as well.

ITIL® V3, hence, comprises of five sections which cover all aspects of ITSM. These sections further include multiple processes which the organisations implement according to their needs.

five sections of the ITIL® V3 Framework

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

These five sections cover the lifecycle of service in ITSM. We will discuss each section one by one to get a clear understanding of what each section contributes towards the lifecycle.

  • Service Strategy: As ITIL® V3 is focused more on the business aspect of ITSM, this section is dedicated to catering to the business cases. It checks on the defined business goals and their new requirements. It further develops a strategy which helps provide a service the business needs in a cost-effective and efficient way.
  • Service Design: After the requirements are gathered from the business, this section helps in implementing those requirements in the form of architecture, processes, policies, and documentation. It fulfils its role by providing comprehensive guidance.
  • Service Transition: Changes in technology and business needs are inevitable, which is why it is imperative that such changes, when they are deployed, do not hinder or disrupt the ongoing services. This stage, therefore, looks after the transition stage of service. When a service is transitioning into the business environment, this section provides guidance and processes activities.  
  • Service Operation: This section is more pertaining to the customer. It ensures that every business meets its customer expectations or requirements. It focuses on processes and delivery activities to ensure smooth working of daily operational tasks by monitoring given services.
  • Continual Service Improvement: As the name suggests, this section is for the improvement of services. Based on its learning, which it receives through past services’ failures/successes, it introduces changes to the existing services.

Roles in this space, of ITIL® and ITSM, can be elaborated as under:

Roles in ITIL

What is ITIL® V3 credit system?

ITIL® V3 credit system

ITIL® V3 has a credit system which awards recognition through certificate-based examination. There are multiple certifications and with each one, you accumulate credits.

You can enhance your reputation in the IT industry by rising through the ranks of ITIL® certifications which is awarded on a credit-basis exam. Credits are required to be eligible for higher certifications.

The ITIL® V4 modules vary slightly from the ITIL® V3 structure and will be released during 2019, with Foundation being made available in 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. This is followed by the MALC i.e.  Managing Across The Lifecycle, ITIL® Expert and then the ITIL® Master, all of which are advanced levels to ensure the candidate attains the ITIL® certification.

Some important pointers of ITIL® V4 are as under:

  • Start with the ITIL 4 Foundation certification which fetches you two credits and its corresponding Foundation certificate.
  • For each specialization after Foundation, until MALC, you will be awarded three or four credits depending upon the certification. ITIL® Practitioner certification fetches you three credits while covering the whole spectrum of the best practices.
  • ITIL® Practitioner can be taken either immediately after Foundation or after before MALC and after completion of rest of the certifications.
  • Before Managing across the Lifecycle (MALC), you can gather 17 credits in any order you prefer.
  • To advance to ITIL® Expert level, you’d need a total of 22 credits including an ITIL® Practitioner certification and then MALC.

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. No
Level of ITIL® certificationNo. of credits awarded
1ITIL® Foundation
2
2ITIL® Practitioner
3
3ITIL® IntermediateLifecycle ModuleService Strategy
3
Service Design
3
Service Transition
3
Service Operation
3
Continual Service Improvement
3
Capability ModuleOperational Support and Analysis
4
Planning, Protection, and Optimization
4
Release, Control, and Validation
4
Service Offerings and Agreements
4
4Managing across the lifecycle
5
5ITIL® Expert

What are the ITIL® V3 services and processes?

As part of the lifecycle of ITIL® V3 services, five sections are defined and each of them plays a key role in the service’s life. These five sections contain multiple processes, which in turn, are adopted by the companies or organisations into their teams.

Starting from the planning, according to the business needs, to the improvement or the eventual retiring of a service, ITIL® V3 covers all stages of ITSM. Due to the coverage it provides, it has become an essential part of ITSM.

There are millions of ITIL® V3 professionals around the globe

It is up to an organisation as to which processes of a section it may want to select and what not. This property of ITIL® makes it flexible for implementation purposes.

The five sections in a lifecycle of an ITIL® V3 service are:

  • Service Strategy: It strategizes how to create a service that caters to the needs of a business. Processes included under Service Strategy are:
    • Strategy Generation
    • Financial Management
    • Demand Management
    • Service Portfolio Management
  • Service Design: All the infrastructure, technology, processes, and policies of service along with other things are designed in this section with the help of the following processes:
    • Service Catalog Management
    • Service Level Management
    • Availability Management
    • Capacity Management
    • IT Service Continuity Management
    • Information Security Management
    • Supplier Management      
  • Service Transition: All the changes introduced in the services are needed to be smooth and non-disrupting to productivity. This section covers that with the help of the following processes:
    • Transition Planning and Support
    • Change Management
    • Service Asset and Configuration Management
    • Release and Deployment Management
    • Service Validation and Testing
    • Evaluation
    • Knowledge Management
  • Service Operation: This section ensures the smooth running of daily operational tasks and checks whether the business is meeting customer requirements or not. It accomplishes this task with the help of the following processes:
    • Event Management
    • Incident Management
    • Request Fulfillment
    • Problem Management
    • Access Management      
  • Continual Service Improvement: To continuously improve the efficiency of the services through learning from past services, this section employs the following processes:
    • The 7 improvement process
    • Service Measurement
    • Service Reporting      

Difference between ITIL® V2 & ITIL® V3

With the introduction of ITIL® V3, AXELOS aimed to focus more on the business needs of the industry, instead of just concentrating all resources on the basic IT operations - which ITIL® V2 did. The ITIL® V2 contained the following disciplines:

  • Service Support
  • Service Delivery

We can conclude from the above disciplines that the sole aim of ITIL® V2 was to support basic IT processes. ITIL® V3, on the other hand, extends this support to the whole lifecycle of a service and more importantly, catering to the needs of the business and customers.

Besides these, ITIL® V3 has other major differences and upgrades from ITIL® V2 which we have compiled and shown in the table below:

ITIL® V2
ITIL® V3
Majorly process-oriented
Focused on the complete lifecycle of service in ITSM (including business needs)
Has seven volumes
Has five volumes
Efficient and cost-effective processes
Strategic emphasis is given along with efficiency and cost-effectiveness to the process
A singular function was divided into ten processes
25 processes categorised suitably under four functions
No clear assignment of roles in processes
Roles and responsibilities are clearly defined for each process
Focused on “what” perspective - “what can be done and why”
Aimed at the “how” approach - how it can be done
Includes 700 pages of publications
Includes 1400 pages of its five key publications
Focuses on the theoretical part of the business in ITSM
Focuses on the practical aspect and aligns much better with the needs of modern business
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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1 comments

Antony 09 Apr 2019

Good one

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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. 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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

An Introduction To ITIL® Exam

ITIL® is the most widely adopted ITSM framework in the world. Adopting ITIL® brings many key benefits to your IT service management processes. It blesses your organization with flexibility, adaptability, and improved relationships with the customers. There are various levels which demonstrate the skills and expertise of the candidate taking the ITIL® examination. Each level has certain requirements and benefits.What is ITIL® foundation certification exam? The ITIL® - ‘Information Technology Infrastructure Library’ is a management software framework, built to make services provided by the IT sector more effective and parallel with the business procedures.Organizations who adopt ITIL® must follow the set of rules and framework laid out by it. This framework guides them into delivering their services according to a well-designed set of uniform processes. ITIL® is hugely accepted, as it is formulated after considering thousands of case studies, real-life situations and suggestions from professionals. ITIL® frameworks assist the companies in improving their ITSM by providing the customer with the best service.Why take the ITIL® exam? The foundation certification exam is the entry-level course. It teaches the basics and general concepts, terminology, and elements practiced in the ITIL® Lifecycle.The attributes of ITIL® Framework such as implementation, integration, and configuration in the business structures allow the company to be more productive, produce better results and stay essentially prudent. The framework assists the companies to be cost-effective by grasping the best practices.ITIL® offers the following benefits:Reduced IT costsImproved IT servicesImproved customer satisfactionStrict adaptation of standards and guidanceImproved productivityImproved employment of skills and experienceImproved delivery of third-party servicesNot just that, reports have also suggested that the ITIL® can also help businesses improve services by:Establishing customer relationships by addressing effective services that meet their needsAssisting businesses in handling uncertainty, disturbance, and failureProducing a firm environment that still permits development, scale, and varietyEstablishing cost-effective methodsThe certification affirms your skills and expertise in the field. Moreover, the best feature of the ITIL® certification is that once you acquire the certification, you will have these credentials in your resume for a lifetime.Benefits of ITIL® to individuals:ITIL® has helped the learners in getting acquainted with the best practice methodology. These methods are not only systematic but are professionally valued too.The course enhances a professional’s ability to design, distinguish and support the IT services in a business, producing improved productivity, performance, and competence.It addresses and teaches professionals to focus on the most important aspect of a business - the customer experience.ITIL® helps the professional to sort and prioritize the things that are of value according to the business standards.The reason why ITIL® is so much in demand has also to do with the fact that it increases the market value of a certified professionalExam structure:TypeThe Question types are MCQ or   Choice Questions. It consists of 40 questions.These questions are picked from the ITIL® Foundation Certification question bank.DurationThe Time limit provided is 60 Minutes or 1 hour for all the candidates in their particular languages.Passing scoreParticipants have to score 26 marks out of 40 (65%) to attain the certification.Provisions for additional time relating to languageFor candidates who are attempting the examination in a language which is not their mother tongue are allocated 15 mins more than the usual duration, making it 75 mins to complete their examination. They are also allowed to use the dictionary.PrerequisiteSince ITIL® is a competitive and rather tough examination, an Accredited ITIL® Foundation training is recommended. However, it is not a prerequisite.SupervisedYesOpen BookNoDeliveryThis examination is available in two formats. Computer-based or Paper-based formatITIL® certification level path & ITIL® V3 credit systemThroughout the certification course, there’s a certain number of ITIL® Credits awarded when you clear the levels through examination.1. Foundation CourseTraining: Required.Prerequisites: Not RequiredExamination: Yes, RequiredAwards: 2 ITIL® creditsCertificate: Yes.2. Intermediate Course Prerequisites: ITIL® Foundation Certificate.Training: Yes, requiredExamination: Yes.Certificate: Awarded on successful completion of each exam module.                 Service Lifecycle stream modules: Service Design - 3 creditsService Strategy - 3 creditsService Operation - 3 creditsService Transition - 3 credits    Continual Service Improvement - 3 credits                Service 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 – MALCPrerequisites: ITIL® Foundation. 15 credits (Intermediate level) + 2 credits. Hence, 17 credits in total.Training: Yes, required.Examination: YesAwards: 5 ITIL® creditsCertificate: Awarded on successful completion of exam4. Expert Prerequisites: ITIL® FoundationITIL® Intermediate15 credits collected in ITIL® Intermediate levelMALC examination qualification In Total - minimum of 22 ITIL® credits.Training: Not applicable. Examination: Not applicable, as this level is attained upon accumulating the required number of credits.Certificate: Yes.5. Master Course 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® StagePrerequisitesTrainingExamCertificatesFoundationNoYESYESITIL® FoundationIntermediateITIL® FoundationYESYESYESMALCITIL® Foundation- 15 credits in IntermediateYESYESYESExpertITIL® Foundation- 15 credits in Intermediate- MALC- Minimum 22 credits in TotalNONOITIL® EXPERTMasterITIL® ExpertNONOITIL® MasterITIL® Exam format for each level -ITIL® StageFormatFoundationType: Multiple choice examination questionsNo Of Questions: 40 questionsExamination duration: 60 minutes’ durationResult: 26 marks required to pass (out of 40 available) - 65%Closed book.PractitionerType: Multiple choice examination questionsNo Of Questions: 40 questionsExamination duration:135 minutes’ durationResult: 28 marks required to pass (out of 40 available) - 70%Open book - Only the official printed hard copy of the ITIL® Practitioner Guidance is allowed.IntermediateType: Multiple choicesNo Of Questions: Eight scenario-based and gradient-scored questionsExamination duration: 90 minutesResult: 28 marks required to pass (out of 40 available), equivalent to 70%Managing Acrossthe Lifecycle(MALC)Type: Multiple choice examination questionsNo Of Questions: 10 questions per paperExamination duration: 120 minutesResult: 35 marks required to pass (out of 50 available) - 70% Closed bookMasterProposal:The candidate needs to propose a concept for developing the business using ITIL® principles.Work Package:The candidate needs to implement satisfactory information about how useful the idea is and the advantages it will provide.A real-world design of their preference must be submitted.This design must span across a wide diversity of ITIL® areas and grow on the information which has been applied to implement real solutions.The candidate should show the advanced effects of the solution performed and showcase the advantages provided by it.Interview:The applicant needs to face the assessment panel for an interview. The certification will be granted upon successful conclusion and positive evaluation of the project and interview.Where to take the ITIL® exam? What are the two routes of taking the exam?There are various modes through which one can take the ITIL® exam. These modes are:Traditional Classroom StudyWeb-based or Virtual IT institutions.Usually, most professionals and students refer to take the former option because of the environment that the classroom provides. Being with fellow learners creates a sense of competition which helps in pushing each other forward.After completion of the course, the training center will also provide facilities to take the examination. In the traditional way, this exam is conducted in the center itself. If a candidate is very determined and focused, he/she can also choose to do self-study. Once the candidate has finished the course and is confident enough, he/she can schedule the examination as per their convenience. One must understand that rather than the medium, it is the skill and knowledge that matters.ITIL® Foundation Exam compositionFollowing are the contents of the exam:Service management as a practice (comprehension)This unit helps the candidate to have the basic knowledge and grasp the concept of service and to explain these concepts of management as a system.To be more precise, the candidate must be able to explain -why ITIL® is flourishingthe concept of best methods in the public domainthe idea of internal and external customersthe theory of service managementthe thought of IT service managementthe concept of stakeholders in service managementthe functions and processesthe idea of internal and external services.the process model and the characteristics of processesThe ITIL® service lifecycle (comprehension)This unit is developed to assist the aspirant to recognize the worth of the ITIL® service lifecycle. It explains the processing. The manner in which they combine with each other throughout the lifecycle and give a better understanding of the objectives, business value and of each aspect in the life cycle.Here, the candidate must be able to explain -the goals, design, and range of service strategy.the plan, intentions, and extent of service design.the construction of the ITIL® service lifecycle.the value service strategy provides to the business.what benefit service design provides to the business.the goal, aspirations, and expanse of service transition.the main purpose, objectives, and scope of continual service improvement.what support continual service improvement offers to the business.the mission, intentions, and range of service operation.what benefit service operation presents to the business.what benefit service transition provides to the businessKey principles and models (comprehension)The purpose of this unit is to help the candidate to understand and report the key principles and models of service management. It also teaches the candidate how to balance some of the conflicting forces within service management.At this level, the candidate must be able to:1Describe value creation through services2Baselines3Explain the continual service improvement program, understand the role of measurement for continual service improvement and, the relationship between key performance indicators and critical success factors (CSF).4Become proficient with measurement methods and metrics5Service solutions for fresh or substituted services information systems,  Management, and tools6Types of metricsprocess metricstechnology metricsservice metrics7Follow the 5 major viewpoints of service design8Recognize the importance of people, products, partners and processes, for service managementGeneric concepts and definitions (awareness)This unit will assist the candidate in defining some of the key terminologies and describe the fundamental concepts of service management.To be more precise, the candidate must be able to define and explain the following key concepts:Sr. No.Key concepts1Assets, capabilities, and resources2Business case3Change proposals4CSI register5Customers and users6Governance7Known error database8Outcomes9Patterns of business activity10Release policy11Risk management12Service catalog (both two-view and three-view types)13Service level agreement14Service portfolio15Service provider16Supplier17The Deming Cycle (plan, action, check, act)18The use of ideas in service operation19Types of services20Utility and warranty   Awareness (Selected processes)This unit is designed to assist the candidate in comprehending how the service management processes offer the ITIL® service lifecycle, to explain the purpose, objectives, scope, basic concepts, activities, and interfaces for four of the core processes, and to state the purpose, objectives, and scope for eighteen of the remaining processes.Selected functions (awareness)This unit is designed to help the candidate to describe the objectives and organizational structures of the service desk function. It will also help to demonstrate the role, objectives, and overlap of three other functions.To be more precise, the candidate must be able to -Explain the role, objectives and organizational structures for the service desk functionState the role and objectives of the technical management functionThe application management function with application developmentThe IT operations management function (IT operations control and facilities management)Selected roles (awareness)This unit assists the candidate to account for and to be conscious of the responsibilities of some of the fundamental roles in service management. The candidate must learn to account for the role and the responsibilities of these following things:Process ownerProcess managerProcess practitionerService ownerTechnology and architecture (awareness)The objective of this unit is to encourage the candidate to understand how service automation serves with expediting service management processes.Competence and training (awareness)This unit is not included in the examination but it’s recommended that the candidate goes through it as it will give a revision and the complete essence of what the whole training session is about. To be more precise, the candidate will learn -Skills and Competence for service managementCompetence and skills frameworkAttain the whole TrainingAdvanced feature of ITIL® certification -Once you acquire the certificate, you can put credential in your resume for as long as you want. There is no expiration for the ITIL® V3 certificate.Currently, there are four versions of the certification. This also creates a lot of confusion as most of the time, the edition of the certificate is not mentioned.One should keep in mind while preparing for the exam to study from the updated materials when they appear for the examination.So what about those who obtained the previous editions of the certificates? The ITIL® Examination organized a “Bridge Course” or “bridging program” which are intended to help the candidates who have previous versions of certifications to upgrade to the latest versions. ITIL® Examination languagesITIL® Examination is available in two different languages  -ITIL® Foundation (English)ITIL® Foundation (JPN)ITIL® Foundation certification exam passing score Being a competitive examination, ITIL® has set some requirements which must be met. Only after that, the candidate will be awarded the certification and be eligible to advance in the higher levels of the ITIL®.Pass Score Minimum Marks required - 26/40 or 65%Result Declaration -The timeline of result announcement can differ from center to center but the average time remains the same. For particular details, it is advised to communicate with the Examination Institution or Training Provider directly.This is how the procedure takes place:After you have finished the exam, the Accredited Training Provider which arranged the examination will supply you with a result paper.If the exam was web-based or computer-based MCQ (Multiple Choice Questions), the result will be produced immediately.For those attempting the essay response examinations, the results will reach them within 4 to 8 weeks.Candidates who don't receive their results within the mentioned timeline are strictly advised to contact their respective training providers or Examination Institutes.Certification Timeline:The usual duration varies according to the Examination Center and training provider. But the average timeline remains the same.Once the examination is over, the candidate will receive the results. The timeline of the results depends on the mode and type of examination. If it's a computer-based examination, the results are delivered immediately. But if its an essay response examination, it takes 4-8 weeks for the candidate to obtain his/her results.If the candidate has cleared the examination, he/she will be eligible to receive the ITIL® certification. In the case of web-based or computer-based examinations, the official certification takes 2 to 4 weeks to reach the candidate as it is supplied from the official Examination Institute. If the candidate doesn't receive the certificates within the mentioned timeline, it is highly prudent to contact their respective training providers or Examination Institutes.In the case of the Long written exam or essay response examinations, the timeline to acquire the certification increases from 4 to 8 weeks.What to do if I fail in the ITIL® exam?In the last few years, the demand for ITIL® has grown exponentially. This is largely because organizations have realized how valuable the ITIL® framework can be. From effective cost reduction to enhanced customer experience, ITIL® framework can do wonders and take the business to new heights.It is this demand that has also increased the competition as many professionals, as well as students, are trying to get into the certification course to improve their skills and advance their values in the business market.So it is common for students and even professionals to fail to clear the examination in the first attempt. The foundation exam might be easy to crack comparatively. But as the level increases, the tough competition, as well as the intensity of the exam, increases too.For those individuals who have been unable to qualify the exam, it is advised to not lose hope and try again. As one can take the examination again as soon as he/she feels confident enough. But before that, one must analyze all his options.There are two options for those who want to retake the examination:1. Retake the examWithin a month of the failed exam, the students who wish to retake the ITIL® exam must submit a transcript of their results so that they can request for the retake exam voucher.The vouchers are valid for a year from the date of issue.Retake vouchers are applicable only for web-based exams.2. Retake the course Students who are willing to go through the course again must submit a transcript of their results to the training centers within a month of the failed exam.Once the training center has examined the reports, the student can be enrolled at the center again.No additional charge for re-admission is valid only for the period of 6 months from the date of failed exam.ITIL® is a framework which boosts the business through its correct implementation and methodology. As you proceed with the examination, the stages will get tougher and more complicated. But ultimately, it's an exam, with time, knowledge and practice, you will be able to achieve it. And if you can't, don't stop trying!
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An Introduction To ITIL® Exam

ITIL® is the most widely adopted ITSM framework i... Read More