The ITIL® Foundation learning objectives will help participants gain all the skills and an overall understanding of the ITIL project management framework.
You will learn all the skills needed to become a project management professional after this training. You will:
The focus of the ITIL® 4 Foundation course is to teach you how any organization can implement ITIL framework to successfully deliver IT services to its customers. The ITIL® V4 Foundations course has strong focus on maintaining flexibility and innovation in IT Service Management, while supporting legacy networks and systems.
Today, ITIL is becoming more and more important to enable Cloud and Big Data strategies. So, it is worth taking ITIL® certification if one has to be a part of ITSM. The ITIL®4 certification is useful as it helps to:
Our comprehensive program is aimed at helping you gain the ITIL®4 Foundation credential and excel in your career as ITSM professionals. Learn how to deliver quality services in IT-enabled enterprises with the latest additions to the ITIL framework. Our courseware offers immersive learning with a blend of 6.5 hours of assessments and 3 mock tests. Tailormade to suit your needs, choose from our online self-paced learning module (39.5 hours), or instructor-led training (16 hours).
One of the reasons why ITIL® is so well-appreciated and in demand globally is because of its versatility. ITIL® has been designed while keeping in mind the needs of different organizations, allowing them to customize it according to their needs. The scalability and flexibility of ITIL® makes it easily adaptable/aligned to other practices such as Six Sigma, COBIT, or TOGAF.
Benefits
The Information Technology Infrastructure Library (ITIL®) is a framework designed for the standardizing, selecting, planning, delivering, and maintenance processes of the IT services. It also stabilizes processes within an organization and services delivered to customers. Simply put, the framework helps in achieving the predicted service delivery by improving efficiency.
Available in 2 formats for the ease of your learning, our instructor-led live training is a 2-day program (8 hrs each day) and the online self-learning course spans over 25 hours. Understand the theoretical and practical aspects of ITIL® in its latest V4 version with our 6-module courseware. Catered to individuals keen on passing the ITIL® V4 Certification exam, the first 3 modules of our course introduce you to ITIL, its key concepts, and guiding principles. The fourth and fifth modules cover the four dimensions of service management, Service Value System, and Service Value Chain, respectively. In the final module, you will explore ITIL Management Practices, Information Security Management, Relationship Management, and more.
Along the way, you will get plenty of exam prep in the form of sample papers, questionnaires, and pointers to clear the exam and gain the ITIL®4 Foundation credential, from the best trainers in the IT industry.
The latest version of the world’s most popular ITSM framework is called ITIL® V4. It is the outcome of the contribution of more than 150 industry experts, contributors, and writers along with a new ITIL Development Group which comprises more than 2000 members who represent many of the largest organizations around the world.
Focus and purpose of ITIL® V4:
The major focus of ITIL® V4 is on integrating the ITIL guidance with best practices from the world of Agile, DevOps, and Lean. Its purpose is to provide comprehensive guidance to the organizations for managing Information Technology in the modern service economy.
As the name suggests, it is going to play a pivotal role in supporting individuals and organizations to helm the Fourth Industrial Revolution. The Publications associated with ITIL Strategist, ITIL Specialist, and ITIL Leader will be released along with respective modules in the second half of 2019.
The fourth version of ITIL®, the latest version of the world’s most popular ITSM framework, was released on 28th February 2019.
The previous versions of ITIL faced criticism based on the relationship with the ITSM community and its failure to keep up with the recent trends in IT operations and software development. ITIL® V4 has come up with community-driven updates and identifies Agile, DevOps, and Lean as key focus areas for integration with traditional ITIL best practices to address this criticism.
The certification scheme for becoming an ITIL Master has undergone some changes in ITIL® V4. There are two designations which have been streamlined with certain modules to provide clear paths for practitioners to continue their ITIL journey. AXELOS has defined various paths to upgrade your ITIL® V3 certifications to corresponding ITIL® V4 certificates.
According to a report in CRN, ITIL is one of the top 15 money making certifications of 2015. This reflects its growing popularity among organizations who want professionals to enhance their profit margins by implementing the techniques of ITIL®. The Foundation Certification is also a stepping stone for certifications such as ITIL Managing Professional and ITIL Strategic Leader, which can help further enhance the IT service management of organizations.
ITIL® 4 today translates to big opportunities. Organizations realize that implementing ITIL® 4 techniques can help improve efficiencies by streamlining processes and facilitating communications between team members and stakeholders. This ensures maximum utilization of resources for project improvement.Organizations are therefore on the lookout for ITIL® qualified professionals and this in turn has increased the earning potential of such individuals by 17%, according to Indeed.com.
Below are the certification levels in ITIL V4:
One of the main characteristics of the new ITIL 4 certification scheme is that it is now formed by two different designation streams; ITIL Managing Professional (ITIL MP) and ITIL Strategic Leader (ITIL SL).
To become an ITIL Managing Professional (ITIL MP), you must complete the following modules:
To become an ITIL Strategic Leader (ITIL SL), you must complete the following modules:
In order to be eligible to become an ITIL Master, you must have both the ITIL Managing Professional (ITIL MP) and ITIL Strategic Leader (ITIL SL) designations.
The ITIL® framework is comprised of a series of qualifications focused on different aspects of ITIL® best practices to various degrees of depth and detail. By completing each level of certification, credits are awarded which are needed to take you to the next qualification level.The five different certification levels within the scheme are:
There are certain prerequisites which you need to check while searching for the best ITIL® V4 Certification Trainer. They are:
ITIL gets updated regularly to meet ever-growing expectations and competition. The latest version is the ITIL V4. The framework has been upgraded to lead business companies to approach new service management challenges. They also assist them in efficiently using modern technology to its highest ability. Flexibility, integration and coordinated systems have been given priority while designing this version.
Purpose & Focus of ITIL V4
The ITIL framework can be embraced by every type of business, irrespective of the sector, that wants to provide high quality and service, and enhanced customer experience. The framework will guide them not only in addressing management challenges but to effectively overcome them. The concepts are so developed that organizations or individuals can apply them to real-world business or enterprise challenges and ensure quick and effective solutions. ITIL V4 will assist in governing as well as managing every possible IT-enabled service
To become an ITIL® Managing Professional (ITIL® MP) you need to take up the following examination modules:
To become an ITIL® Strategic Leader (ITIL® SL) you need to take up the following examination modules:
To become an ITIL® Master you need to complete the modules under both the above mentioned designations, namely, ITIL® Managing Professional (MP) and ITIL® Strategic Leader (SL).
The service value system (SVS) is a key component of ITIL 4 and facilitates the co-creation of value through all the components and activities of an organization. The SVS forms an ecosystem by linking with other organizations, creating value in parallel for those organizations, their customers and stakeholders. ITIL SVS majorly focuses on these components - ITIL service value chain, ITIL guiding principles, ITIL practices, Governance, Constant growth.
The ITIL service value chain implements a working model for the production, delivery and constant growth of the services. The model consists of 6 key elements that can be linked together using various ways hence creating numerous variants of the value stream. In order to address the requirements of multimodal service management, the value chain is made flexible enough to be easily adapted through various methods like centralized IT and DevOps. It is this flexibility that allows the company to focus on its constant growth as well as to satisfy the ever-changing demands of the industry.ITIL practices assist in developing the service value chain by expanding their flexibility. To support the ITSM practitioners with a complete toolset, every ITIL practice supports multiple service value chain activities.
An organization’s behavior and the fundamental base play a major role in guiding its growth. This is why the ITIL guiding principles are implemented as they assist in building a productive environment through day-to-day activities. They make sure that everyone in the organization is on the same page and is working towards achieving a unified vision. The governing body supervises and shares some specific guidelines and strategies with the organization to improve productivity. The governance also helps in improving coordination among the members and hence boosting the company-value. The ITIL SVS is backed up by the constant growth models and procedures to keep up with the continuous changes and upgradations. This improves the adaptability and helps the organization to be versatile.
ITIL Service Value Chain (ITIL SVC): The SVC is an operating model for service delivery through six core activities, which can be combined in different ways to provide a flexible set of value streams.These six key activities of the Service Value Chain are Plan, Improve, Engage, Design and Transition, Obtain/Build, and Deliver and Support.All the entities in the chain share a common goal and customer satisfaction is the highest priority. Some of the benefits of ITIL SVC are:
ITIL Practices and Guiding Principles: ITIL V4 consists of the best practices used in the IT industry for seamless and increased productivity. Some of its benefits are:
Governance and Continual improvement: The governance and CSI aims that services should always adheres to quality standards and should also respond appropriately to customer need changes. Its key benefits are:
ITIL V4 aims to reduce the gap between the customer and service provider through a holistic approach. ITIL V4 framework, while retaining the former 4 P’s of ITIL (People, products, partners, and processes), redefines them to be more customer sensitive.All 4 of these dimensions are significant for creating value for the stakeholders which is why each component of SVS should adhere to these dimensions. The 4 dimensions of Service Management in ITIL V4 are:
There are two options for you to continue your ITIL journey after completion of your ITIL® V3 Intermediate Service Lifecycle modules. They are:
Option 1: If you have achieved 17 credits or more since the ITIL® V3 Foundation then you are eligible to take the ITIL® V4 Managing Professional Transition module. This will help you to fast track past the V3 MALC course and exam. You don't need to take the Managing Across the Lifecycle (MALC).
Option 2: If the credits earned by you don’t match the 17 credits required to take the ITIL® V4 Managing Professional Transition module, then you can continue to collect the V3 credits for an easier transition to ITIL® V4.
You need to fulfill certain requirements in order to take up the modules under ITIL® Managing Professional (ITIL® MP) designation in ITIL V4. They are as follows:
IT practitioners who are a part of the digital and technology teams across businesses are targeted under ITIL® Managing Professional (ITIL® MP) in ITIL V4. The major role of the Managing Professional stream is to provide inputs on technical and practical knowledge required to successfully run IT projects, workflows, and teams.
Yes, AXELOS has recommended a few standard modules which should be completed in order to become an ITIL® Managing Professional. They are:
Yes, the following modules have been recommended by AXELOS in ITIL® V4 to become an ITIL® Strategic Leader:
The recommended approach to become an ITIL® Strategic Leader is that once you become an ITIL® Managing Professional, you need to complete all the modules under it.
The ITIL® Managing Professional Transition Module provides an opportunity to the ITIL® V3 Experts to align their ITIL® V3 certification to ITIL® V4 in order to continue their ITIL journey. As this is a part of the V4 modules which are being introduced in 2019, it is the latest version and will hold good for a while.
ITIL® Strategic Leader recognises the value of ITIL® for all digitally enabled services and not just for IT operations. The major role of an ITIL® Strategic Leader includes the demonstration of a clear understanding of how IT directs and influences business strategy.
If you are planning in continuing your ITIL® journey after getting the designation of ITIL® Managing Professional then AXELOS recommends that you should pursue the ITIL® Strategic Leader stream.Once you achieve the ITIL® Managing Professional designation, you need to complete the ITIL® Leader Digital and Strategic module under the ITIL® Strategic Leader stream to qualify as an ITIL® Strategic Leader.
Yes, in ITIL® V3, to become an ITIL® V3 Expert you had to earn 22 credits from ITIL® V3 Foundation, ITIL® V3 Practitioner, ITIL® V3 Intermediate, and ITIL® V3 MALC in order to qualify for ITIL® V3 Master. Whereas, in ITIL® V4 you must have both ITIL® V4 Managing Professional (ITIL® V4 MP) and ITIL® V4 Strategic Leader (ITIL® V4 SL) designations to be eligible to become an ITIL® V4 Master.
There are two paths for obtaining the ITIL Foundation certificate. You can choose to attend a training course with an Accredited Training Organization (ATO) and can then sit the exams at the end of the course. Alternately, you can study privately and then book the exam without a training course via PeopleCert.
No, the ITIL4 Foundation certification is a certification for life; it does not expire.
Please note that ITIL V3 Practitioner is not mandatory for taking up the Intermediate level. Also, you do not need to take the Strategic Leader level after the Managing Professional level. The only prerequisite for Strategic Leader is the Foundation.
Your transition from ITIL v3 to ITIL4 will depend on what v3 certifications you have:
In the 1980s, when most organizations were planning to migrate or migrate to digital technology, there was an emergence of best practices of IT Service Management. Later, the term ITIL was introduced to refer to these practices. ITIL or IT Infrastructure Library is a group of documents providing best practices and a framework for building an ITSM or IT Service Management Best Practices. An IT Service Provider who follows the recommended ITIL processes can reduce their service management costs and increase efficiency.
Apart from the best practices, ITIL has also provided common terminologies like Incident, Change, Problem, Knowledge, Configuration Management Database (CMDB), and Configuration Item (CI). All these terms are frequently used by professionals working in IT Service Management.
ITSM or IT Service Management is about people, process, and technology. It is not a software solution. The solution is just one component of ITSM. IT Service Management can be considered a strategic approach to design, deliver, manage, and improve the way IT is used in an organization. Its goal is to ensure that the right people, processes, and technology are in place so that the company can meet its business goals. Most of the ITSM software tools have the following components:
Software solutions used for supporting ITSM are designed to align with the best practice recommendations of ITIL.
ITIL® is a systematic series of certifications through various levels, that provides a module pattern to the ITIL® framework. This is comprised of a series of qualifications focused on the various aspects of ITIL® practices to various degrees of depth and detail. It is beneficial to people interested in IT management. With this certification:
If you’re already certified in ITIL V3 Foundation, the following approaches help to become ITIL® V4 Master:
a) You need to earn 17 credits from the modules under ITIL® V3 scheme which makes you eligible to take the ITIL Managing Professional transition module in order to migrate to the ITIL® V4 scheme.
b) Once you achieve the ITIL® V4 Managing Professional designation then you should also pursue the ITIL® V4 Strategic Leader. You can opt for ITIL® V4 Master once you complete the modules under both the designations. AXELOS has introduced ITIL® V4 with a few new modules which you need to take up to become an ITIL® Master. Once you complete the ITIL® V4 Foundation, you need to complete the modules under both the designations in order to become an ITIL® V4 Master.The ITIL® V4 modules recommended by AXELOS to become an ITIL® V4 Master are as follows:
Designations | Modules |
ITIL® Managing Professional (ITIL® MP) | ITIL® V4 Foundation |
ITIL® V4 Specialist: Create, Deliver, and Support | |
ITIL® V4 Specialist: Drive Stakeholder Value | |
ITIL® V4 Specialist: High Velocity IT | |
ITIL® V4 Strategist: Direct, Plan, and Improve | |
ITIL® Strategic Leader (ITIL® SL) | ITIL® V4 Foundation |
ITIL® V4 Strategist: Direct, Plan, and Improve | |
ITIL® V4 Leader: Digital and IT Strategy |
The ITIL® qualification scheme equips IT professionals with the knowledge of best practices for the efficient execution of IT services and the improvement of service delivery to businesses. Its training focuses not only on technology or processes but also on the capability of the personnel using the technology and deploying the services.
The ITIL® qualifications are designed to help customers get value from IT services and ensure that organizations manage their services better in order to grow. The guidelines follow an end-to-end approach and critically assess and find optimal solutions to manage the entire service life-cycle, from requirements identification to the design and creation of the solution or service.
The factors which you should look for while searching for the best ITIL® V4 Certification Training Institute are the same around the globe. There are a few prerequisites which you must consider while looking out for the best ITIL® V4 Certification Training Institute. They are:
The examination has certain parameters which the candidate must qualify in order to be eligible to receive the ITIL® foundation certification.
Type | The Question types are MCQ or Choice Questions. It consists of 40 questions. These questions are picked from the ITIL® Foundation Certification question bank. |
Duration | The time limit provided is 60 Minutes or 1 hour. |
Provisions for additional time relating to language | Candidates who are attempting the examination in a language other than 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. |
Prerequisite | Since ITIL® is a competitive and rather tough examination, an Accredited ITIL® Foundation training is recommended. However, it is not a prerequisite. |
Supervised | Yes |
Open Book | No |
Pass Score | Minimum Marks required - 26/40 or 65% |
Delivery | This examination is available in two formats. Computer-based or Paper-based format. |
ITIL V4 has been anticipated to solve the problem which was highlighted in ITIL V3 - the inability to keep up with the new technological advancements in the IT industry. Some of the benefits of ITIL V4 framework compared to ITIL V3 framework are-
ITIL® V4 Framework comprises of two key components, namely, ITIL® service value system (SVS) and the four dimensions model. The benefits of the newly introduced ITIL® Framework are as follows:
The certification is used to achieve quite a number of goals in the industry. Some of the benefits are:
Businesses who have adopted ITIL® can vouch for its numerous benefits. Some of them include improved customer satisfaction, better communication flow, reduction in external and internal cost, business productivity and competent IT staff. ITIL®, in short, helps businesses provide quality services. It also helps them manage business risks by preventing and resolving service disruption.
ITIL® has helped organizations improve the relationship they have with their clients. It brings your business alive because it ensures the software and hardware systems are all working in sync to enhance overall efficiency and productivity. ITIL® is a framework that makes business activities easier, effective and efficient.
Yes, AXELOS recommends that it is mandatory for you to complete all the modules under ITIL® V4 Managing Professional (ITIL® MP) and ITIL® V4 Strategic Leader (ITIL® SL) designations in order to become an ITIL® Master.
You will get 16 PDUs.
The ITIL® certification can benefit anyone who is interested in IT service management. It should be acquired for the following reasons:
PDUs are credits awarded by the Project Management Institute. They recognize your dedication to the Project Management world through the award of credits for every educational effort you make throughout your career. PDUs are offered by the PMI®, and every PMI® certification, except the CAPM®, requires you to earn a specific number of PDUs per three-year certification cycle.
There is no fixed cost of the ITIL® certification. However, to determine the certification cost, two major components will have to be combined- the ITIL® exam cost and The ITIL® training cost. Other costs that are also included in the certification cost are the ITIL® study guide and the ITIL® practice tests. The ITIL® Certification cost depends on some other factors and these would cause a variation in price, such as the mode of the exam to be taken and the country of residence.
India: An instructor-led training for your ITIL® V4 Certification would cost you roughly around INR 19,999 in India.
US: Taking an instructor-led training for ITIL® V4 Certification in the US would cost you around $700.
UK: You can take an instructor-led training to get your ITIL® V4 Certification by spending around £925 in the UK.
Classroom training for ITIL® V4 certification in India would cost you around INR 19,999. These training usually take place for 2 days. You need to spend around $1,299 to take up classroom training for ITIL® V4 certification in the US. Taking classroom training for ITIL® V4 certification in the United Kingdom will cost you around £465. You can avail it from one of the leading training providers
No, your course fee includes the ITIL exam fee
ITIL® has become a standard in IT service management. Some of the key capabilities which ITIL® offers to organizations are:
EXIN is a renowned exam and certification institute that has certified millions of professionals in digital skills for tomorrow’s world. EXIN certifications assess and validate the competencies of professionals and organizations in different industry sectors across the world, and are in high demand.
Popular EXIN programs include VeriSM™, Agile Scrum, DevOps, SIAM™, Information Security Management, Data Protection (based on GDPR), Cybersecurity, Data Center Management and Cloud Computing and e-CF® NEXT, among others.
The exam format for ITIL® V4 is an objective test pattern with no negative marking. There are 40 questions and you need 26 marks ( 65%) out of 40 to pass. The duration is 60 minutes and it’s a closed book exam.
In order to become an ITIL® Foundation certified professional, one has to appear for the one hour online ITIL® Foundation certification examination that is held on the last day of the training.
The exam itself is a one-hour online examination comprising of 40 questions. You have to score 26 marks (65%) to attain the certification. You will be awarded 2 credits for the same.
The exam fee is one of the components of ITIL Certification cost. The exam fee varies according to the level of ITIL® V3 2011 Certification exam which can be clearly explained through the following chart:
Sl No. | ITIL® V3 2011 Certification | Price for India | ||
1. | ITIL®V3 Foundation | £236.00 | ||
2. | ITIL® Intermediate | Service Lifecycle Modules | Service Strategy | £283.00 |
Service Design | £283.00 | |||
Service Transition | £283.00 | |||
Service Operation | £283.00 | |||
Continual Service Improvement | £283.00 | |||
Service Capability Modules | Operational Support and Analysis | £283.00 | ||
Planning, Protection, and Optimization | £283.00 | |||
Release, Control, and Validation | £283.00 | |||
Service Offerings and Agreements | £283.00 | |||
3. | ITIL® Practitioner | £389.00 | ||
4. | ITIL® Managing Across the Lifecycle | £283.00 |
Costs indicated are as given on the Peoplecert website at this link: https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1
The Foundation exam covers Continuous Service Improvement, Service Strategy, Service Design, Service Transition, and Service Operation.
There are two ways through which a candidate can take the exam. The first and most common way is to join an ITIL training course with an Accredited Training Organization. After the end of your training, you will take up the examination. The second option is to do self-study. Once you have covered all the units, you can schedule the exam. Either way, in order to achieve the ITIL® Foundation certificate, you have to clear the examination.
The ITIL examinations are administered by AXELOS and the governing bodies under them. They usually declare the exam fees by the end of the year. The syllabus and content keep getting upgraded and hence, the exam fee also keeps changing.
ITIL® Foundation exam is an entry-level certification exam for IT personnel who are interested in boosting their skills in Information Technology Service Management. The ITIL® Foundation exam fee varies for different countries. In the United States, the exam fee is $314; while it costs £269.00 in the United Kingdom, $314.00 in Canada and AU $395 in Australia. You can get more information about the exam fee from your accredited training course provider in the country you intend to take the certification exam.
There are 40 questions in the ITIL V4 Foundation Certification Exam.
The exam comprises 40 single answer multiple choice questions that vary in style. Here are examples of some different styles of questions:
You can register for your ITIL® V3 2011 Foundation exam session on Prometric. In order to so, you need to log in to www.prometric.com and then follow the following steps to register for your respective exam:
Step 1: Once you log in to the Prometric page, you need to click on the ‘SCHEDULE MY TEST’ option which you can find on the slider of the home page.
Step 2: That will lead to a page where you need to choose the test sponsor for your ITIL® V3 2011 Foundation exam. The test sponsor for ITIL® V3 2011 Foundation exam is PeopleCert.
Step 3: Clicking on the test sponsor’s name will lead you to the product page of PeopleCert where you will be able to find all the exams which are conducted by PeopleCert.
Step 4: Next, you need to click on the ‘SCHEDULE MY TEST’ option available on the page.
Step 5: That would take you to a page where you need to select your country. You need to select ‘INDIA’ from the list to schedule your appointment for the ITIL® V4 Foundation exam. After selecting the country you need to click on ‘Next’.
Step 6: Once you click ‘Next’, you will land on a page which consists of information on registration requirements and what you need to bring to the testing center. After reading the information, click on ‘Next’.
Step 7: The above step leads you to another information page which consists of the Privacy Policy Review. You must agree to the conditions mentioned on the page and click on ‘Next’ to proceed to the next page.
Step 8: In the next page, you must confirm if you are pre-approved for testing accommodation for the exam.
Step 9: In this step, you are asked to provide your Eligibility ID and the first 4 characters of your Last Name.
Step 10: Once the above information matches, you’ll end up on a page where you need to choose the date and time of your choice. In fact, this page will let you know the available options to choose the date and time for your exam.
Step 11: Your appointment is complete after your appointment verification process is over, once you choose your test center and provide other additional information
You need 26 marks (65%) out of 40 to pass the ITIL V4 Foundation Exam.
The usual timeline varies according to the examination center and training provider. However, the average timeline remains the same. Once the examination is over, the candidate will receive the results. The timeline of the result depends on the mode and type of examination. If it's a computer-based examination, the results are delivered immediately but if it’s an essay response examination, it takes 4-8 weeks for the candidate to obtain his/her result.
If the candidate has cleared the examination, he/she will be eligible to receive the ITIL® certification. In 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 exam institute.
The ITIL® V3 Foundation exam is for those who want to learn the key elements, concepts, and terminologies in ITIL® service management. It is an entry level qualification which offers you a general knowledge of ITIL® service management.The duration of the exam is just 60 minutes and comprises 40 questions which consist of multiple-choice questions. You will be required to score 65% or more to pass this exam. This implies that you need to answer a minimum of 26 questions correctly from 40 questions.
Country | City | Prometric Address |
India | Bangalore | Prometric Testing Pvt Ltd. Address: 3rd Floor Tower B Prestige Shantiniketan, Bangalore Phone: 080 4336 4785 |
Delhi | Prometric Testing Pvt Ltd. Address: Iris Tech Park, 2nd Floor Tower A, Sector 48, Gurgaon Phone: 0124 451 7145 | |
Mumbai | Prometric Testing Pvt Ltd. Address: 6th Floor, Techniplex1 (Gate No.2), Goregaon (W), Mumbai | |
Kolkata | Prometric Testing Pvt Ltd. Address: Millenium City, 9th Floor, Kolkata Phone: 033 4005 3647 | |
Chennai | Prometric Testing Pvt Ltd. Address: Unit #8, 3rd Floor, Centennial Square, Chennai | |
Hyderabad | Prometric Testing Pvt Ltd. Address: 9th Floor, Unit-2, Kapil Towers IT Block, Hyderabad Phone: 040 6706 7515 | |
Pune | Prometric Testing Pvt Ltd. Address: 6th Floor, Techniplex1 (Gate No.2), Goregaon (W), Mumbai | |
Gurgaon | Prometric Testing Pvt Ltd. Address: Iris Tech Park, 2nd Floor Tower A, Sector 48, Gurgaon Phone: 0124 451 7145 | |
Noida | Prometric Testing Pvt Ltd. Address: Iris Tech Park, 2nd Floor Tower A, Sector 48, Gurgaon Phone: 0124 451 7145 | |
US | New York | Prometric Testing Center Address: 80 Broad St #3400, New York, NY 10004, USA Phone: +1 212-785-0359 |
Prometric Testing Center Address: 1250 Broadway, New York, NY 10001, USA Phone: +1 646-690-0303 | ||
Prometric Testing Center Address: 1 Penn Plaza 17th FL, Suite 1728 New York, NY 10119 | ||
Chicago | Prometric Address: One N LaSalle St #2300, Chicago, IL 60602, USA Phone: +1 312-683-3628 | |
San Francisco | Prometric Address: 100 California St #105, San Francisco, CA 94111, USA Phone: +1 415-362-1311 | |
Atlanta | Georgia State University Counselling and Testing Center Address: 75 Piedmont Ave NE #200a, Atlanta, GA 30303, USA Phone: +1 404-413-1640 | |
Prometric Testing Center Address: 2295 Parklake Dr NE #130, Atlanta, GA 30345, USA Phone: +1 770-496-1954 | ||
Prometric Address: 5909 Peachtree Dunwoody Rd, Atlanta, GA 30328, USA Phone: +1 770-394-2330 | ||
Washington | Prometric Address: 1629 K St NW #950, Washington, DC 20036, USA Phone: +1 202-331-3098 | |
Houston | Prometric Test Center #5118 Address: 7111 Harwin Dr, Houston, TX 77036, USA Phone: +1 832-242-2302 | |
Austin | Prometric Test Center Address: 2801 S. IH 35 Rear Suite AUSTIN, TX 78741 Phone: +1 512-383-8928 | |
Los Angeles | Educational Testing Services Prometric Address: 701 NORTH BRAND BLVD SUITE 210 GLENDALE, CA 91203 Phone: +1 818-246-8023 | |
Prometric Testing Center Address: 5601 W Slauson Ave, Los Angeles, CA 90056, USA Phone: +1 310-337-6696 | ||
Dallas | Prometric Address: 12342 Coit Rd, Dallas, TX 75251, USA Phone: +1 972-385-1181 | |
Boston | Prometric Address: 225 Friend St, Boston, MA 02114, USA Phone: +1 617-651-3881 | |
Prometric Testing Site Address: 930 Commonwealth Avenue, Boston, MA 02215, USA Phone: +1 617-277-1674 | ||
Minneapolis | Prometric Test Center Address: Northland Center 3600 American Blvd West Suite 200A Bloomington, MN 55431 Phone: +1 952-831-1739 | |
Prometric Address: 1811 Weir Drive Suite 340 Woodbury, MN 55125 Phone: +1 800-967-1139 | ||
Prometric Testing Address: 2001 2nd St SW #145, Rochester, MN 55902, USA Phone: +1 507-292-9713 | ||
Seattle | Prometric Testing Center Address: 22002 64th Ave W # B, Mountlake Terrace, WA 98043, USA Phone: +1 425-697-3798 | |
San Jose | Prometric Test Center Address: 2665 North 1st St Suite 207, San Jose, CA 95134, USA Phone: +1 408-943-3160 | |
Baltimore | Prometric Work Address: 1501 South Clinton St, Baltimore, MD 21224, USA Phone: +1 866-776-6387 | |
UK | London | Prometric Address: Pellipar House, 2nd floor, 9 Cloak Ln, London EC4R 2RU, United Kingdom Phone: +44 161 868 3111 |
Birmingham | Prometric | |
Leeds | Pitman Training Leeds Address: 1 City Square, Leeds LS1 2ES, UK Phone: +44 113 866 2215 |
The examination voucher can only be bought directly from Peoplecert’s website or through an accredited course provider.
Follow the below steps to get the ITIL® voucher from Pearson VUE to schedule the ITIL® exam:
Duration -Once you obtain the voucher, it is valid for 12 months or 1 year since the effective day. For ITIL® Examination, the voucher is available in two different languages -
Conditions - These vouchers are not customizable. It means that the voucher has to be used according to the examination guidelines.
Pricing - The voucher price includes additional charges with the addition of VAT.
This is a closed book exam, and electronic devices are not allowed.
ITIL® V3 Intermediate is an industry-recognized certification and is the third level of ITIL® V3 certification.It has a modular structure under which each module provides a different focus on the IT Service Management. All the modules under ITIL® V3 Intermediate certification go more into the details than the Foundation certification.
The new certification scheme that came into the picture after the ITIL® V4 was launched on 28th Feb 2019 which requires you to earn 17 credits to take the ITIL® V4 MP. The modules under ITIL® V3 Intermediate play a pivotal role for professionals who want to make a transition to the ITIL® V4 scheme. The professionals with a solid understanding of ITIL® V3 who move to ITIL® V4 will be able to help their organisation to evolve their service management.
ITIL® V3 Intermediate can be taken up by the professionals who want to make a transition to the ITIL® V4 scheme. The content of the ITIL® V3 Intermediate modules intends to benefit the end learners who are progressing on their ITIL® journey.
The principles, processes, and activities covered under the Service Lifecycle and Service Capability modules of ITIL® V3 Intermediate certification equips you with the essential knowledge that contributes toward a better understanding of the ITIL® V4 concepts that are reflected on the updated framework.
The knowledge that you acquire by taking up the ITIL® V3 Intermediate Certification benefits you in the following ways:
The ITIL® V3 Intermediate certification is divided into two modules, namely, Service Lifecycle and Service Capability.
As an end learner, you need to hold a professional experience of at least 2 years working in the field of IT Service Management to acquire your ITIL® V3 Intermediate certification. Further, you need to have prior exposure to the basic concepts in the field of Information Technology (IT) in order to acquire your ITIL® V3 Intermediate certification.
You need to have passed ITIL® V3 Foundation or ITIL® V4 Foundation along with ITIL® V3 Practitioner exam in order to acquire the ITIL® V3 Intermediate certification.
You need to earn 5 credits in order to move ahead with your ITIL® V3 Intermediate certification by completing the ITIL® V3 Foundation and ITIL® V3 Practitioner levels. The credit distribution under both levels are as follows:
Sl. No | Certification Levels | Credits |
1. | ITIL® V3 Foundation Level | 2 |
2. | ITIL® V3 Practitioner Level | 3 |
ITIL® V3 Service Lifecycle refers to the lifecycle approach to provide the best practice guidance for IT Service Management.The modules under ITIL® V3 Service Lifecycle are relevant to those who intend to find a management or team leader role that requires management of different areas or work across different teams.
The modules under the ITIL® V3 Service Lifecycle category focus on the process and practice elements used, and the management capabilities needed in order to deliver quality Service Management practices.
The modules under the ITIL® V3 Service Lifecycle are as follows:
The ITIL® V3 Intermediate Service Strategy is one of the five modules under ITIL® Service Lifecycle. It provides you with the guidance enabling you to develop, design, and implement service provider strategy that is aligned with the organisational strategy.
The ITIL® V3 Intermediate Service Strategy module under the ITIL® V3 Service Lifecycle focuses on the importance of the strategic aspect of services within the IT service lifecycle. Further, it provides you with the specific knowledge and techniques in order to help you demonstrate the understanding of the risks and success factors and possess the skills to develop and progress strategy within an organisation and programme.
The course structure of the ITIL® V3 Intermediate Service Strategy module covers management and control of activities and techniques that are documented under the ITIL® Service Strategy publication, but it doesn’t provide full detail of each supporting process.
The cost of ITIL® V3 Intermediate Service Strategy varies from country to country. You need to pay £283 towards the exam fee for ITIL® V3 Intermediate Service Strategy in India.
The key benefits of ITIL® V3 Intermediate Service Strategy Certification are as follows:
The exam format of the ITIL® V3 Intermediate Service Strategy certification can be listed down as:
Sl. No | Category | Exam Info |
1 | Certification Family | ITIL® |
2 | Created By | AXELOS |
3 | Level | Intermediate |
4 | Re-certification | No |
5 | Exam duration | 90 minutes |
6 | Languages | 3 |
7 | Pass mark | 28 out of 40 (70%) |
8 | Exam type | Online-based, Closed book |
9 | Question types | MCQ, Scenario-based, gradient scoring |
10 | Grading | Correct answer: 5Partially correct answer: 3Least correct answer: 1Distractor: 0 |
You can earn 3 credits once you complete the ITIL® V3 Intermediate Service Strategy module.
The ITIL® V3 Intermediate Service Strategy module is suitable for professionals working in the following areas:
The ITIL® V3 Intermediate Service Design module under the ITIL® V3 Service Lifecycle focuses on the services of IT services and it covers the processes, architectures, documentation, and policies that will enable you to design services that meet the needs of the organisation or programme.
The purpose of ITIL® V3 Intermediate Service Design module provides you with guidance on creating and launching products and services that will meet the immediate and ongoing needs of organisations and programmes. Moreover, a good service design can improve the alignment of IT along with the overall business as well as user needs. The certification illustrates the importance of designing consistent service design in order to achieve it.
The ITIL® V3 Intermediate Service Design course introduces the purpose, principles, and processes of service design by covering management and control of activities and techniques documented in the ITIL® V3 Intermediate Service Design publication, but it doesn’t provide you with the full detail of each supporting process.
The cost of ITIL® V3 Intermediate Service Design exam differs from country to country. You can book for your ITIL® V3 Intermediate Service Design by paying £283 in India.
The key benefits of the ITIL® V3 Intermediate Service Design certification are as follows
The exam format for ITIL® V3 Intermediate Service Design certification can be shown as follows:
Sl. No | Category | Exam Info |
1 | Certification Family | ITIL® |
2 | Created By | AXELOS |
3 | Level | Intermediate |
4 | Re-certification | No |
5 | Exam duration | 90 minutes |
6 | Languages | 3 |
7 | Pass mark | 28 out of 40 (70%) |
8 | Exam type | Online-based, Closed book |
9 | Question types | MCQ, Scenario-based, gradient scoring |
10 | Grading | Correct answer: 5Partially correct answer: 3Least correct answer: 1Distractor: 0 |
You can earn 3 credits after the completion of the ITIL® V3 Intermediate Service Design module.
The ITIL® V3 Intermediate Service Design module can be taken up by
The ITIL® V3 Intermediate Service Transition is one of the five certifications with the ITIL® V3 Service Lifecycle work stream. This module focuses on the process and practice elements, and management techniques that are required to build, test, and implement products and services. Further, it demonstrates the way service transition can apply to other stages of the IT Service Lifecycle and underpin decisions during the Strategy and Operations phases.
The purpose of the ITIL® V3 Intermediate Service Transition under ITIL® V3 Service Lifecycle is to teach you the way to plan as well as manage the move into initial operation for the new or revised resources that get created during the Service Strategy and Service Design stages involved in the ITIL® V3 Service Lifecycle.It also provides you with the guidance on techniques for organising and managing the transition. Further, the certification covers the management of technology considerations and challenges and risks.
The ITIL® V3 Intermediate Service Transition course comprises of the management and control of activities and techniques that are documented in the ITIL® Service Transition publication, but doesn’t provide the full detail of each supporting process.
The cost of ITIL® V3 Intermediate Service Transition exam is not uniform throughout the world. You need to pay £283 in order to appear for the ITIL® V3 Intermediate Service Transition exam in India.
The benefits of ITIL® V3 ITIL® V3 Intermediate Service Transition certification are as follows:
The exam format for the ITIL® V3 Intermediate Service Transition certification can be explained as follows:
Sl. No | Category | Exam Info |
1 | Certification Family | ITIL® |
2 | Created By | AXELOS |
3 | Level | Intermediate |
4 | Re-certification | No |
5 | Exam duration | 90 minutes |
6 | Languages | 3 |
7 | Pass mark | 28 out of 40 (70%) |
8 | Exam type | Online-based, Closed book |
9 | Question types | MCQ, Scenario-based, gradient scoring |
10 | Grading | Correct answer: 5Partially correct answer: 3Least correct answer: 1Distractor: 0 |
The ITIL® V3 Intermediate Service Transition exam is suitable for the IT professionals working in the following positions:
ITIL® V3 Intermediate Service Operation is one of the five modules under the ITIL® V3 Service Lifecycle. This module focuses on the processes, principles, functions, and operational activities enabling individuals and organisations in order to successfully manage the performance of their products and services. These activities can lead to the improvement of their IT service management.
The purpose of ITIL® V3 Intermediate Service Operation is to make you understand how the Service Operation best practice enables organisations and IT teams to sustain and maintain the products and services they develop and esure that they provide efficient resources for their users.
The course under the ITIL® V3 Intermediate Service Operation covers the management and control of activities and techniques that are documented in the ITIL® V3 Service Operation publication, but it doesn’t provide the full detail of each supporting process.
The cost of ITIL® V3 Intermediate Service Operation exam is not uniform throughout the world. You need to pay £283 in order to appear for the ITIL® V3 Intermediate Service Operation exam in India.
You can reap certain benefits by acquiring the ITIL® V3 Intermediate Service Operation certification. The key benefits of the same can be listed down as:
The exam format for the ITIL® V3 Intermediate Service Operation certification involves the following:
Sl. No | Category | Exam Info |
1 | Certification Family | ITIL® |
2 | Created By | AXELOS |
3 | Level | Intermediate |
4 | Re-certification | No |
5 | Exam duration | 90 minutes |
6 | Languages | 6 |
7 | Pass mark | 28 out of 40 (70%) |
8 | Exam type | Online-based, Closed book |
9 | Question types | MCQ, Scenario-based, gradient scoring |
10 | Grading | Correct answer: 5Partially correct answer: 3Least correct answer: 1Distractor: 0 |
You can earn 3 credits once you complete the ITIL® V3 Intermediate Service Operation module.
The ITIL® V3 Intermediate Service Operation exam can be taken up by IT professionals working in the following positions:
The ITIL® V3 Intermediate Continual Service Improvement is one of the five modules under the ITIL® V3 Service Lifecycle. It focuses on the way organisations and individuals can strategically review the products and services that they have produced following the design, strategy, operation, and transition stages of the IT Service Lifecycle.
The ITIL® V3 Intermediate Continual Service Improvement further guides you with the tools and technology that can be used in order to support the CSI activities as well as the ways to evaluate risks and critical success factors.
The purpose of ITIL® V3 Intermediate Continual Service Improvement practices is to help businesses and projects to continue to meet and adapt to the changing needs of end users as well as improving efficiencies and returns on investment for organisations.
The exam cost for ITIL® V3 Intermediate Continual Service Improvement varies from country to country. You need to pay an amount of £283 in order to appear for the ITIL® V3 Intermediate Continual Service Improvement exam in India.
The key benefits of the ITIL® V3 Intermediate Continual Service Improvement certification are as follows:
The exam format for the ITIL® V3 Intermediate Continual Service Improvement certification includes the following:
Sl. No | Category | Exam Info |
1 | Certification Family | ITIL® |
2 | Created By | AXELOS |
3 | Level | Intermediate |
4 | Re-certification | No |
5 | Exam duration | 90 minutes |
6 | Languages | 6 |
7 | Pass mark | 28 out of 40 (70%) |
8 | Exam type | Online-based, Closed book |
9 | Question types | MCQ, Scenario-based, gradient scoring |
10 | Grading | Correct answer: 5Partially correct answer: 3Least correct answer: 1Distractor: 0 |
You can earn 3 credits upon completion of the ITIL® V3 Intermediate Continual Service Improvement module.
The ITIL® V3 Intermediate Continual Service Improvement certification is suitable for the professionals:
The ITIL® V3 Service Capacity updates you with the understanding of how different processes interact and their successful usage which plays an important role while understanding the ITSM frameworks. The ITIL® V3 Service Capability stream is divided into 4 modules that allow you to acquire and apply more specialized knowledge.
The purpose of the ITIL® V3 Service Capacity module is to get you equipped with specialized knowledge in one or more processes, with a focus on the day-to-day execution of ITIL® practices and the ways they interact.
The ITIL® V3 Service Capacity under ITIL® V3 Intermediate certification comprises of the following modules:
The ITIL® V3 Intermediate Operational Support and Analysis (OSA) is one of the modules under ITIL® V3 Service Capability. It goes deep into the practical application of the OSA practices that enable event, incident, problem, request, technical, access, IT operations and application management.It also covers aspects in regards to people, procedures, relationships, and technology in order to ensure that the services provided under IT are of high quality and cost-effective as well as it meets organisational needs.
The purpose of ITIL® V3 Intermediate Operational Support and Analysis is to teach the organisations and individuals the ways to manage everyday operation of IT services and gain a better understanding of how to implement the ITIL® processes that will enable them to deliver and support the services provided to the customers.
The content of the ITIL® V3 Intermediate Operational Support and Analysis course is based mainly on the best practice guidance contained in the ITIL® Service Operation publication.
The exam fee for ITIL® V3 Intermediate Operational Support and Analysis certification in India is £283. However, the exam fee varies based on the country where you reside.
The key benefits of the ITIL® V3 Intermediate Operational Support and Analysis certification are as follows:
The exam format for the ITIL® V3 Intermediate Operational Support and Analysis certification includes the following:
Sl. No | Category | Exam Info |
1 | Certification Family | ITIL® |
2 | Created By | AXELOS |
3 | Level | Intermediate |
4 | Re-certification | No |
5 | Exam duration | 90 minutes |
6 | Languages | 8 |
7 | Pass mark | 28 out of 40 (70%) |
8 | Exam type | Online-based, Closed book |
9 | Question types | MCQ, Scenario-based, gradient scoring |
10 | Grading | Correct answer: 5Partially correct answer: 3Least correct answer: 1Distractor: 0 |
You earn 4 credits once you complete the ITIL® V3 Intermediate Operational Support and Analysis module.
The ITIL® V3 Intermediate Operational Support and Analysis certification is suitable for IT professionals like:
The ITIL® V3 Intermediate IT Planning, Protection, and Optimisation is one of the four modules under the ITIL® V3 Service Capability. The major focus of this module is on the practical application of PPO practices in order to enable capacity, availability, IT service continuity, information security, and demand management.
The purpose of the ITIL® V3 Intermediate IT Planning, Protection, and Optimisation module is to develop an understanding of the organisations and individuals about the ITIL® Service Design processes. Further, it helps to ensure that the user needs are met with the new and updated services, service management systems and tools, technology architecture, processes and measurement systems, methods and metrics. Once introduced, they will require a little further change.
The content of the ITIL® V3 Intermediate IT Planning, Protection, and Optimisation course is based mainly on the best practice guidance that is contained in the ITIL® Service Design publication.
The examination fee for the ITIL® V3 Intermediate IT Planning, Protection, and Optimisation varies from country to country. You need to pay £283 towards the ITIL® V3 Intermediate IT Planning, Protection, and Optimisation exam fee.
The key benefits of ITIL® V3 Intermediate IT Planning, Protection, and Optimisation certification are as follows:
The exam format for the ITIL® V3 Intermediate IT Planning, Protection, and Optimisation certification includes the following:
Sl. No | Category | Exam Info |
1 | Certification Family | ITIL® |
2 | Created By | AXELOS |
3 | Level | Intermediate |
4 | Re-certification | No |
5 | Exam duration | 90 minutes |
6 | Languages | 6 |
7 | Pass mark | 28 out of 40 (70%) |
8 | Exam type | Online-based, Closed book |
9 | Question types | MCQ, Scenario-based, gradient scoring |
10 | Grading | Correct answer: 5Partially correct answer: 3Least correct answer: 1Distractor: 0 |
You earn 4 credits once you complete the ITIL® V3 Intermediate IT Planning, Protection, and Optimisation module.
The ITIL® V3 Intermediate IT Planning, Protection, and Optimisation certification is suitable for IT professionals working as:
The ITIL® V3 Intermediate Release, Control, and Validation is one of the four modules under ITIL® V3 Service Capability that focuses on the practical application of the ITIL® V3 Intermediate Release, Control, and Validation practices in order to enable to successful planning, testing, and implementation of new services that meet the needs of the organisation and users.
The purpose of the ITIL® V3 Intermediate Release, Control, and Validation module is to develop the understanding of ITIL® Service Transition processes among organisations or individuals while ensuring that the transitional changes are effectively managed, new services are validated and tested and that release and deployment fulfill organisational requirements. It further provides guidance on evaluating change and managing knowledge in order to improve decision-making processes.
The content of the ITIL® V3 Intermediate Release, Control, and Validation course consists of the best practice guidance contained in the Service Transition publication. The course is designed in order to develop an understanding of the ITIL® Service Transition processes across organisations or individuals.
The exam fee for ITIL® V3 Intermediate Release, Control, and Validation changes from country to country. However, you need to pay £283 in order to sit for your ITIL® V3 Intermediate Release, Control, and Validation certification exam in India.
The key benefits of taking the ITIL® V3 Intermediate Release, Control, and Validation are as follows:
The exam format of the ITIL® V3 Intermediate Release, Control, and Validation certification includes the following:
Sl. No | Category | Exam Info |
1 | Certification Family | ITIL® |
2 | Created By | AXELOS |
3 | Level | Intermediate |
4 | Re-certification | No |
5 | Exam duration | 90 minutes |
6 | Languages | 8 |
7 | Pass mark | 28 out of 40 (70%) |
8 | Exam type | Online-based, Closed book |
9 | Question types | MCQ, Scenario-based, gradient scoring |
10 | Grading | Correct answer: 5Partially correct answer: 3Least correct answer: 1Distractor: 0 |
The ITIL® V3 Intermediate Release, Control, and Validation certification can be taken up by IT professionals working in the following roles:
The ITIL® V3 Intermediate Service Offerings and Agreements module is one of the four modules under ITIL® V3 Service Capability that focuses on the practical application of ITIL® V3 Intermediate Service Offerings and Agreements practices in order to enable portfolio, service level, service catalogue, demand, supplier, and financial management.
The purpose of the ITIL® V3 Intermediate Service Offerings and Agreements module is to make organisations and individuals understand the way in which five stages of ITIL® lifecycle which includes service strategy, service design, service transition, service operation, and continual service improvement can offer the value to projects and organisations.
The content of the ITIL® V3 Intermediate Service Offerings and Agreements course contains the best practices guidance contained in the ITIL® Service Strategy and ITIL® Service Design.
You need to pay £283 towards the exam fee for ITIL® V3 Intermediate Service Offerings and Agreements exams in India. Although, the exam fee changes from country to country due to the exchange rate.
You can reap the following benefits out of the ITIL® V3 Service Offerings and Agreements certification:
The exam format of the ITIL® V3 Intermediate Service Offerings and Agreements certification includes:
Sl. No | Category | Exam Info |
1 | Certification Family | ITIL® |
2 | Created By | AXELOS |
3 | Level | Intermediate |
4 | Re-certification | No |
5 | Exam duration | 90 minutes |
6 | Languages | 7 |
7 | Pass mark | 28 out of 40 (70%) |
8 | Exam type | Online-based, Closed book |
9 | Question types | MCQ, Scenario-based, gradient scoring |
10 | Grading | Correct answer: 5Partially correct answer: 3Least correct answer: 1Distractor: 0 |
You earn 4 credits on completion of your ITIL® V3 Intermediate Service Offerings and Agreements module.
The ITIL® V3 Intermediate Service Offerings and Agreements certification can be taken up the IT professionals working in the following roles:
ITIL® V3 Practitioner is the second level of the ITIL® V3 certification journey which covers the Continual Service Improvement (CSI) approach in order to structure any improvement initiatives. It was developed with the aim of helping organizations and individuals increase the value that they obtain from ITIL® through practical guidance to adopt and adapt the framework for supporting the business.
The purpose of ITIL® V3 Practitioner certification is to offer practical guidance to the end learners on how to adopt and adapt the ITIL® framework in order to support your business objectives.The content of ITIL® V3 Practitioner also reflects in ITIL® V4 intending to help the IT professionals to adopt and adapt ITIL® guidance to their own specific needs and circumstances. Further, the guiding principles can/should be followed in every stage of service delivery.
The ITIL® V3 Practitioner covers three key areas which play a crucial role in the success of any improvement initiatives. They are as follows:
The 9 Guiding Principles that are followed by ITIL® V3 Practitioner are as follows:
Yes, you require to hold an ITIL® V3 or ITIL® V4 Foundation Certification in order to take up ITIL® V3 Practitioner Certification.
Yes, individuals intending to take up the ITIL® V3 Practitioner Certification exam must hold either an ITIL® V3 Foundation or an ITIL® V4 Foundation.
No, it is not compulsory to have an ITIL® V3 Practitioner certification for taking up ITIL® V3 Intermediate certification.
You can earn 3 credits at the completion of ITIL® V3 Practitioner certification which you can use towards the ITIL® V3 Expert certification in order to continue your ITIL® journey.
The key benefits of taking up the ITIL® V3 Practitioner certification are as follows:
The exam format of ITIL® Practitioner certification includes the following:
Sl. No | Category | Exam Info |
1 | Certification Family | ITIL® |
2 | Created By | AXELOS |
3 | Level | Intermediate |
4 | Re-certification | No |
5 | Exam duration | 135 minutes |
6 | Languages | 5 |
7 | Pass mark | 70% |
8 | Exam type | Online-based, Open book |
The exam fee for ITIL® V3 Practitioner is not uniform throughout the world. You need to pay an exam fee of £389 to book the ITIL® Practitioner exam in India.
ITIL® V3 Practitioner Certification should be taken up by the following professionals:
The Successful Candidates Register of AXELOS provides the details of the previous candidates who have passed the AXELOS examination and have been elected to be included in it. AXELOS ensures the protection of the data by partially covering the candidates’ numbers. The candidates can also choose to opt out of this public listing whenever they want.
As a Successful Candidate, AXELOS will contact you with a discount code as long as you have opted into the Successful Candidates Register of AXELOS.
You can claim for your ITIL® Practitioner badge by becoming a My AXELOS subscriber.
You need to renew your ITIL® Practitioner digital badge in every 12 months by earning 20 CPD points.
ITIL® V3 is known as the Information Technology Infrastructure Library Version 3. This version, created in 2007, breaks down into details, what an IT service provider must do to effectively run and manage an IT system.It comprises a number of proven IT processes & best practices for the efficient running and improvement of IT services. It also equips IT organizations and professionals with the skills needed to deliver optimal services that meet the needs and objectives of the business. The updates in the ITIL® make IT service management better aligned with the organizational business needs through its processes and procedures.
ITIL® V3 Foundation is the basic or the Foundation that helps with the understanding of ITIL®. It is defined around a service life-cycle approach to ensure that the IT services provide the optimal business value. Axelos Ltd, the governing body of the ITIL® V3 Foundation certification defines it as the entry-level certification by which professionals can be accredited. This level offers a general awareness of the key elements, concepts, and terminology used in the ITIL® service life-cycle, including the links between life-cycle stages, the processes used and their contribution to IT service management practices while the higher levels go into greater depth for each of ITIL®’s five major modules.
ITIL® V3 lays out best practice guidelines for IT Service Management in a company, through a Lifecycle approach. The ITIL® service life-cycle is split into 5 stages: service strategy, service design, service transition, service operation, and continual service improvement.
The major certification level changes in ITIL® V4 can be identified in three phases, namely, certification schemes, Exam format, and career path modules. The various differences between ITIL® V3 and ITIL® V4 are as follows:
Features | ITIL® V3 (old version of ITIL® certification) | ITIL® V4 (new version of ITIL® certification) |
About | The primary focus of ITIL® V3 was on the fundamentals of Service Management and Service Lifecycle. | ITIL® V4 focuses on providing comprehensive guidance for the management of information technology to the organizations. |
Who should take it up? |
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Levels of Certification |
1. Service Lifecycle Modules2. Service Strategy Modules
| ITIL® Managing Professional (ITIL® MP)
ITIL® Strategic Leader (ITIL® SL)
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Curriculum |
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Exam |
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The process after ITIL Foundation Course |
| After ITIL® V4 foundation certification, candidates can earn the ITIL Managing Professional designation. Provided they complete the following four modules:
The second option is to become an ITIL Strategic Leader (ITIL SL) after the ITIL V4 foundation exam candidates have to finish two modules and must have at least 3 years of managerial experience to become an ITIL SL. The modules are:
In order to be eligible to become an ITIL Master, learners must have both the ITIL Managing Professional (ITIL MP) and ITIL Strategic Leader (ITIL SL) designations. |
The Information Technology Infrastructure Library (ITIL®) framework is the set of industry best practices and guidelines that describe the most effective way of implementing processes across the IT system. The ITIL® processes which are 5 in number, are structured as activities that fulfill a particular objective and add value within the ITIL® framework.The ITIL® framework is globally recognized as a methodology that works in IT service management and beyond, as it aims to align IT services with the current and future needs of the organization, its business processes and customers.
Yes, ITIL® is a framework. The framework is a model that lays out the best practices in the delivery of IT service management that are aligned to successfully achieving the business goals of an organization. It is termed a framework because it serves as a support to the organization throughout the operational life of the business.
The ITIL® V3 framework is the updated version of the previous ITIL® guidelines, which were formulated to resolve errors and inconsistencies. It is a widely accepted set of guidelines and practices for IT service management and is described as the best practice framework for identifying, planning, executing, managing and improving IT services.This framework has been found to strategically improve organizational processes and personnel; while making sure that in the event of any threats to the business or vulnerabilities, the organization can mitigate those threats, maximize the opportunities and stay ahead of the curve.
ITIL® is the only consistent and comprehensive documentation of best practices for IT Service Management. The ITIL® certificate is a qualification that equips you with the capability to implement a professionally valued approach to best practice methodology in ITSM.It helps to identify and concentrate on the highest value activities to help organizations achieve profitability through process efficiency. It is used to show compliance and to measure improvement.It has been adopted by hundreds of organizations around the world. The certificate validates the entire guidance contained within the ITIL® books and the supporting professional qualification scheme.
Taking up an ITIL® V4 Certification training will help you to understand the service management process. The ITIL framework ensures that there are consistency and predictability in service delivery across various organisations, units, and processes. The benefits of ITIL® V4 Certification training can be marked down as follows:
ITIL® Foundation certification is an entry-level qualification that gives you a general overview or knowledge about the key principles, element, and terminologies used in the ITIL® service life-cycle management. This includes service management services and service life-cycle stages. It is a course that is designed for anyone interested in being an IT Service Management professional.The Foundation certification is a requirement on its own for acquiring other levels of ITIL® certifications. ITIL® provides you with a very wide platform for planning, identifying and delivering IT services to businesses across every sector.
ITIL® today translates to big opportunities. Organizations realize that implementing ITIL® techniques can help improve efficiencies by streamlining processes and facilitating communications between team members and stakeholders. This ensures maximum utilization of resources for project improvement.Organizations are therefore on the lookout for ITIL® qualified professionals and this in turn has increased the earning potential of such individuals by 17%, according to Indeed.com.
ITIL® Foundation Exam is an entry-level certification for embarking on a career in Information Technology Service Management (ITSM). Clearing the ITIL® Foundation Exam will equip one with the right tools to implement all the processes essential for an organization to comply with the ITIL® framework, which describes the most suitable way of performing processes within the IT cycle.The exam is based on the implementation of the ITIL® V3 Foundation level curriculum. By the AXELOS standard, the ITIL® Foundation exam usually takes this format:
According to a report in CRN, ITIL® is one of the top 15 High Paying certifications of 2015. This reflects its growing popularity among organizations who want professionals to enhance their profit margins by implementing the techniques of ITIL®. The ITIL® V3 Foundation Certification is also a stepping stone for certifications such as Intermediate and Expert, which can help further enhance the IT service management of organizations.
ITIL® training can be administered in the classroom, virtual classroom or e-learning modes. It will help you to understand the terminologies, concepts, and principles of ITIL® in order to pass the exam with ease. The ITIL® training is recommended to be completed before sitting for the exam. It exposes you to real-life examples and case studies associated with ITIL® service life-cycle management.
The training is structured in such a way that will make you pass the exam at the first attempt and also enable you to align IT services with your business needs.
ITIL® (Information Technology Infrastructure Library) is a framework developed in the 1980s which was developed as an initiative by the UK Cabinet Office and is presently owned by Axelos, a public/private joint venture. ITIL® has become an effective standard in IT Service Management and helps organizations across industries offer their services in a quality-driven and cost-effective way.
ITIL® stands for Information Technology Infrastructure Library. ITIL® encompasses a wide and complete set of tools and best practices that are best suited for developing and executing modern IT services.It comes with unbeatable benefits such as cost reduction resulting from increased competitive advantage, agility, growth, streamlining IT processes giving the positive result of increased business opportunity, improvement in the value of IT through goal alignment, IT operations and increased business strategies and last, improvement in all-around satisfaction from employees, customers to other users.
The new and updated ITIL® version is called ITIL® V4. The ITIL® V4 Foundation was released on 28th February-2019 and the publications associated with ITIL Strategist, ITIL Specialist, and ITIL Leader will be released along with respective modules in the second half of 2019.As the name suggests, it is going to play a pivotal role in supporting individuals and organisations to helm the Fourth Industrial Revolution. Its purpose is to provide comprehensive guidance to organisations for managing Information Technology in the modern service economy.
The purpose of ITIL® is to ensure all IT related services are effectively developed to meet the business objectives of organizations. The ITIL® framework details out a set of proven best practices for IT service management (ITSM), that serve to align IT services with the specific needs of the business.
AXELOS has come up with a few new changes in the certification scheme under ITIL® V4. The ITIL® V4 certification scheme has been streamlined and provides clear paths for you to continue your ITIL journey.You can get a clear picture of the changes in the following table:
ITIL® Master | |||||
ITIL® Managing Professional (MP) | ITIL® Strategic Leader (SL) | ||||
ITIL® Specialist Create, Deliver & Support | ITIL® Specialist Drive Stakeholder Value | ITIL® Specialist High Velocity IT | ITIL® Strategist Direct, Plan & Improve | ITIL® Strategist Direct, Plan & Improve | ITIL® Leader Digital & IT Strategy |
Enroll for ITIL® V4 Foundation! |
The certification scheme for becoming an ITIL Master has undergone some changes in ITIL® V4. There are two designations which have been streamlined with certain modules to provide clear paths for practitioners to continue their ITIL journey.
Begin your ITIL® journey:
ITIL® provides an infrastructure to combine the best of capabilities from both, business as well as IT, to provide an optimal service to the customer.
Benefits of Implementing ITIL® in an organization are to:
ITIL® is a set of best practices for IT service management. The ITIL® best practices are currently categorized under the following modules:
Five Stages of ITIL V3 Framework:
Some of the best practices include Incident management, Change management, Problem management, Service-level management, Continuity management, Configuration management, Release management, Capacity Management, Financial Management, Availability Management, Security management, Helpdesk management, and Knowledge management.
ITIL® is a broad framework that offers best practices for various services that are used in IT service management. There are 9 guiding principles:
ITIL® is an acronym for Information Technology Infrastructure Library. ITIL® service management is concerned with aligning the IT needs of the business with the activities and services offered by the business. ITIL® service management is responsible for managing the quality and effectiveness of all services rendered by the organization. ITIL® service management is carried out by the service provider through personnel, processes, and technology to achieve the desired business goals.
The major certification level changes in ITIL® V4 can be identified in three phases, namely, certification schemes, Exam format, and career path modules. The various differences between ITIL® V3 and ITIL® V4 are as follows:
Features | ITIL® V3 (old version of ITIL® certification) | ITIL® V4 (new version of ITIL® certification) |
About | The primary focus of ITIL® V3 was on the fundamentals of Service Management and Service Lifecycle. | ITIL® V4 focuses on providing a comprehensive guide for the management of information technology to the organizations. |
Who should take it up? |
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Levels of Certification |
| ITIL® Managing Professional (ITIL® MP)
ITIL® Strategic Leader (ITIL® SL)
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Foundation Curriculum |
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Exam |
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The process after ITIL Foundation Course |
| After ITIL® V4 Foundation certification, candidates can earn the ITIL Managing Professional designation, provided they complete the following four modules:
The second option is to become an ITIL Strategic Leader (ITIL SL) after the ITIL V4 Foundation exam candidates have to finish two modules and must have at least 3 years of managerial experience to become an ITIL SL. The modules are:
In order to be eligible to become an ITIL Master, learners must have both the ITIL Managing Professional (ITIL MP) and ITIL Strategic Leader (ITIL SL) designations.
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You must be thinking about whether undertaking the ITIL V4 certification is worth your time and effort or not. Having an ITIL® V4 Certification indicates that you are a motivated ITSM practitioner who is keen on staying updated with the latest advancements in your industry. It will also shape your decision-making skills in an innovation-driven and community-oriented manner.
Benefits of ITIL® Certification
You need to go through a complicated and strict process to become an ITIL® Master. Currently, you can only find around 50 ITIL® Masters around the globe.
Axelos has been the owner of ITIL® since July 2013. Axelos is a joint venture between the UK Cabinet Office and Capita, and it has been charged with various responsibilities related to ITIL® courses, exams, and certifications. All interested firms that wish to use the intellectual property of ITIL® are licensed by Axelos.Axelos has partnered with many companies to carry out delivery of training related to ITIL® and other professional exams. The materials used as courseware by these accredited training providers must be certified by Axelos before being shared with candidates.
Once you clear the examination, you will receive a Foundation Level Certification from AXELOS.
PeopleCert is a recognized world leader in the professional skill certification industry. Across the world, it has partnered with other organizations and government bodies to develop and oversee the delivery of certification exams in domains that are industry relevant and sought after.Standardised exams are delivered to different categories of people worldwide using different languages and unbeatable assessment technology tools. With the use of proctors, individuals can now write their professional exams online using exam shield and through invigilation via the internet.Peoplecert oversees the content and delivery of several certification programs on behalf of Axelos, ISACA and other similar organizations. Currently, it is the only recognized institute that delivers Axelos examination services globally.
ITIL® is used by a wide range of organizations & industries around the world including large, medium, and small companies; U.S. federal, state, and local governments; and universities. The future will be built on ITIL®.This comprehensive listing in no way constitutes an endorsement or validation of ITIL® implementation in any organization. This is simply an aggregated collection of publicly available data reference to ITIL® involvement.US Federal Government:
US State and Local Government:
College and University
Non-US Government:
US-Based Companies:
Non-US Businesses:
IT Infrastructure Library (ITIL®) is a framework of best practices for building an IT Service Management (ITSM) solution. The IT infrastructure of any organization can be made more efficient while lowering service management costs if the recommended ITIL® processes are followed. ITIL® is a set of guidelines for effective ITSM. While IT Systems Management is technology-focused, ITSM is more customer-focused with the aim of continual improvement. ITSM defines the “what” should be done, while ITIL® defines the “how” it should be done.
The service management system is the way an organization has decided to provide its services. The service management system is designed to bring together all aspect of a service-oriented organization in terms of planning, service delivery, documentation, technology, customers and their location, location of services and policies and strategies. It is used to manage business services on a consistent and professional basis.SMS enables companies to manage the services they provide to their customers which includes order management, routine operations, stock taking and more. It improves services and also creates a consistent framework for service management automation and resource training.
Service management is defined as all the activities, functions and processes that are carried out by an organization to plan, design, deliver, operate and control services rendered to customers.Service management encompasses a series of specialized organizational capabilities and expertise for enhancing value to customers in the form of service. It focuses on customers’ needs and provision of services that can satisfy their need. It is a system that links the company’s sales to the client. It focuses on a client and a service and its aim is to reduce costs and maintain a smaller inventory level.
Service operations management is a stage in the ITIL® process which is responsible for fixing problems, resolving service issues, fulfilling user requests and also performing routine operational activities. It is a central organizational function responsible for identifying the service needs of the target customers and ensures that services are constantly improved.The service operations management ensures that IT services are rendered efficiently and effectively to customers. It is concerned with quality, cost, effectiveness, and efficiency. The aim of service operations management is to increase efficiency in the provision of services that meet customer needs.
ITSM stands for Information Technology Service Management. ITSM processes are the elements of ITIL® that supports its major concepts and describes the way the IT service management should go. A process is a sequence of work steps, tasks or activities with a beginning, an end and defined inputs and outputs. It produces a product, completes a task, renders a service or achieves a specific outcome. It also adds value to the inputs by changing them or using them to produce something new. The ITSM processes are contained under five modules:
Also known as ITSM suites, ITSM tools help to regulate and manage how IT services are delivered within companies. The capabilities of these suites to enable easy linking between incident, service request, problem and change records with each other can be a great advantage. ITSM tools are also popularly known as ITIL® tools. There are over 100 tools that are proclaimed ITSM or ITIL® tools. Some examples of ITSM tools are:
Operations in Information Technology is a framework responsible for the operation of a company’s applications. It manages all operations related to IT services and infrastructure. It manages all networking functions which relates to internal and external communications. Operations in Information Technology refer to processes and services provided by a company’s IT department which includes support for software and hardware and administrative processes for both internal and external customers. Operations in IT determine how businesses manage their IT support, help desk, device management, and network administration. It is used to maintain reliability and stable provision of quality services.
The role of IT operations is to conduct proper running of the infrastructure and operational environment that support application deployment to internal and external customers.It handles all networking functions, including managing and configuring all internal and external communication lines so that customers, vendors, employees and any interested bodies can gain access to applications. It opens and closes ports on the firewall so that the network communicates with outside sources. It provides server management, the configuration of email and file server and also the capability to run backups consistently to ensure data can be recovered.
An IT operations engineer is a professional with excellent knowledge about troubleshooting complex cloud on-premise deployments. The IT operations engineer must have high technical, analytical, written and verbal skills and must be able to manage difficult problems across technical teams.He is responsible for efficiently designing and developing extensible automated and integrated tools to monitor and scale infrastructure operations. He manages critical problems and incidents and also identifies and resolves faults. An IT operations engineer is responsible for all the company’s infrastructure operations such as storage, server, and staff computers. He or she works on preventive maintenance of hardware and operating system.
The third version of ITIL® was released in 2007. It featured five Service Lifecycle stages - Service Design, Service Strategy, Service Operation, Service Transition, and Continual Service Improvement. The 4 processes and functions of version 3 were the modified variant of ITIL® V2. These were explicitly defined and well structured.
List of ITIL® V3 Processes and Functions:
S.No | Process/Function | Type |
1 | Access Management | Process |
2 | Application Management | Function |
3 | Availability Management | Process |
4 | Business relationship management | Process |
5 | Capacity Management | Process |
6 | Change evaluation | Process |
7 | Change Management | Process |
8 | Demand Management | Process |
9 | Design Management | Process |
10 | Event Management | Process |
11 | Facilities Management | Function |
12 | Financial Management for IT Services | Process |
13 | Incident Management | Process |
14 | Information Security Management | Process |
15 | IT Operations Management | Function |
16 | IT Security Continuity Management | Process |
17 | Knowledge Management | Process |
18 | Performance Management | Function |
19 | Problem Management | Process |
20 | Release & Deployment Management | Process |
21 | Request Fulfillment | Process |
22 | Service Asset & Configuration Management | Process |
23 | Service Catalogue Management | Process |
24 | Service Desk | Function |
25 | Service Level Management | Process |
26 | Service Measurement | Process |
27 | Service Portfolio Management | Process |
28 | Service Reporting | Process |
29 | Service Validation & Testing | Process |
30 | Software Asset Management | Process |
31 | Strategy Management for IT Services | Process |
32 | Supplier Management | Process |
33 | Technical Management | Function |
34 | The 7 Step Improvement Process | Process |
35 | Transition Planning & Support | Process |
The second version updated a new quasi-process to the first set, the Service Support - Service Request Management, which was also called Service Desk.
The initial version of ITIL® had 10 processes. These processes were precisely distinguished into two sets - Service Support and Service Delivery.
The five stages involved in ITIL® V3 service lifecycle to provide best practice guidance for IT Service Management are as follows:
ITIL® Service Lifecycle modules:
ITIL® Service Lifecycle modules:
1) ITIL® Service Strategy
The Service Strategy certification explores the guidelines used for designing, developing, and implementing service provider strategy.
It focuses on providing the techniques and knowledge that helps you understand the success and risk factors.
They also help you hone the skills involved in the development and progress of strategy in an organization.
The Service Strategy module is worth 3 credits.
2) ITIL® Service Design
ITIL® Service Design (SD) module is one of the certifications of the ITIL® Service Lifecycle work stream that focuses on designing the IT service.
It explores the processes, policies, architecture, and documentation of these services that meet the needs of the organization.
This module is important to understand the continued development and improvement of services in the IT lifecycle.
The Service Design module is worth 3 credits.
3) ITIL® Service Transition
The Service Transition (ST) module focuses on the processing and practicing of techniques used for building, testing, and implementing products and services.
It demonstrates the candidates how service transition can be applied to other IT Service lifecycle stages.
The module will teach you the planning and management of the initial operation for the new resources.
This module will help you earn 3 credits.
4) ITIL® Service Operation
The ITIL® Service Operation (SO) module focuses on the processes, principles, functions and operational activities that help in the successful management of the products and services.
It helps the professional coordinates and executes the activities that enable the operation of the products or services and ongoing management.
This module will help the IT teams and organization sustain the product and services.
The SO module can help you earn 3 credits.
5) ITIL® Continual Service Improvement
This certification focuses on the techniques from the ITIL® Lifecycle Continual Service Improvement stage.
It teaches the candidates how they can review the services and products following the strategy, transition, design, and operation stage of the IT Service Lifecycle.
It also includes guidelines on how technology can be used to support CSI activities and evaluate risks and critical success factors.
The CSI module is worth 3 credits.
ITIL® methodology helps to achieve organizational goals and objectives by outlining roles, processes, and responsibilities within the ITIL® framework that guarantee successful delivery of quality and acceptable IT services to customers. By implementing this methodology, suitable processes are developed to utilize, manage and support IT infrastructure.
The ITIL® methodology is split into two process areas: Service delivery which aims to improve an organization’s current services while proactively managing capacity for future service needs and Support services which deal with daily business activities using tools, Incident and Configuration management.
The key ITIL® concepts are:
An ITIL® Function is an organizational entity, characterized by a special area of knowledge or experience. A function is a team of people and the resources they used to carry out one or more processes such as facilities management. Functions can also be defined as closed units with the right abilities and resources necessary for achieving the desired performance and results.
Functions have means of acquiring their own body of knowledge, backed up by experience. They also provide the optimal structure and stability to the organizations. Several functions may have a part to play in a process. ITIL® 'Processes', are clusters of activities which produce a defined outcome, such as the ITIL® Incident Management process.
In the ITIL® vocabulary, a function is defined as a group of people and the resources they use to carry out one or more clearly defined processes or activities. An example of a function is the service desk.Functions have the capabilities and resources necessary for optimal performance and results. Through previous experience, they build the necessary capabilities and skills to carry out the required activity to their best possible capability.
There are 4 functions in ITIL. These are service desk, technical management, IT operations management, and application management. These four components play significant roles in the function of service operation.
The function of the ITIL® process is to channel certain inputs into defined and discrete outputs within the ITIL® framework. This process is the key to running efficient IT Service Management by IT professionals within the ITIL® framework.Each ITIL® process has a set of tools, activities, and stages that are uniquely designed as inputs to deliver necessary outcomes known as the outputs. The ITIL® process is designed as a package of sequential events that are measurable with a specified outcome which will deliver specific results to users, customers, and other relevant stakeholders.
Incident management is aimed at restoring the actual service operation as quickly as possible to minimize the adverse effect on business operations, ensuring that the best levels of service quality and availability are delivered.Problem management is aimed at resolving the root cause of incidents to minimize the adverse impact, number, and severity of incidents caused by errors within the IT system and to prevent the recurrence of these errors. It also mitigates the effects of problems on the business and collates the details of the problem and their resolution, recording the details for the help desk.
The incident manager is responsible for improving productivity across the entire life-cycle of IT tickets and also reducing outages. The incident manager ensures that normal services are restored immediately.Incident managers are in charge of identifying, scheduling and conducting periodic incident reviews. They establish an effective communication with the incident process officer and also they also serve as the focal point for all major incidents. Incident managers ensure that there is a stable improvement in activities, performance, policies, procedures and a proper review of supporting technology.
A major incident can be defined as an event which has a significant impact or urgency on the organization and which demands an immediate response beyond the routine incident management process. For example, a failed configuration that affects the systems in a major way is termed an incident.
Problem management is a component of the ITIL® service management life-cycle. Its primary objective is to prevent problems from happening and also to reduce the effect of negative incidents that cannot be prevented. Problem management is responsible for detecting a problem which is referred to as ‘known error’.It logs the incident in the problem database and then it identifies ways to resolve such a problem. It handles root incidents and removes the cause of failed services. When incidents cannot be resolved, the problem management team works with the help desk to reduce preventable incidents, improving the provision of quality services.
ITIL® describes a problem as the root cause of one or multiple incidents. Problems can be moved up in response to one or more incidents, or they can be raised without the existence of an equivalent incident. Problems cause incidents. Some incidents, such as a faulty mouse at a user’s computer unit, are not pinpointing a deeper problem.
Other incidents, such as repeated network failure, create a problem that needs research due to their level of occurrence. Problems include issues such as failing hardware or a poorly configured catalogue query. However, problem management decreases the occurrence of such incidents in the long term. When problems cannot be resolved, problem management works alongside the service desk to try to alleviate the impact of the related incidents.
ITIL® Event Management is a process included in the ITIL® Service Operation stage that monitors all events that occur through an organization’s IT infrastructure. It ensures that operations are carried out in a normal mode, detects faulty conditions and analyses and controls them. Activities within ITIL® event management include event detection, event analysis, and control determination. Its output is necessary for quality control and assurance, and service improvement.
Service level management is about discussing, negotiating and agreeing with the customer on what IT services should be provided and ensuring that the objective measures are used to determine that the service that has been provided is to the agreed level. It involves determining, bargaining, documenting and agreeing on what new services are provided.
Also, its purpose is to manage and review them through the service life-cycle into SLAs for operational services. It also includes monitoring and measuring service performance of all operational services against targets within SLAs and collating, measuring and improving customer satisfaction, in cooperation with business relationship management.
The aim of service level management is to liaise with the customers concerning service level agreements and also design services according to the agreed service level targets. The service level management is one of the five components in ITIL® which is responsible for creating a framework in which service level agreements and operational level agreements are developed in accordance with the service level target.The service level management partners with business units to identify their requirements and then translates them into IT requirements. Their aim is to develop, implement and then measure service level agreement performance.
ITIL® focuses on three types of SLA structures:
The ultimate goal of Change Management is to make certain IT and the business can be aligned and can be kept associated with most favorable competence and minimal disruption, re-work, and risk through the consistent and effective management of the changes needed to maintain an alliance.Also, the intention of the change management process is to ensure that all changes are managed through the standard procedures that ensure changes are effected on time, meet the specified requirements and are appropriately documented in the Configuration Management System.It also strives to ensure that all changes are recorded and then evaluated, prioritized, planned, implemented and reviewed adequately.
Capacity management serves to help organizations match their IT resources to business demands, and satisfy the demand for the services by providing sufficient capacity. Capacity management is focused on three sub-processes:
An SLA is an acronym for Service Level Agreement. This is a formal document that defines a working relationship between parties for a service contract. The third version of ITIL® defines an SLA as “An Agreement between an IT Service Provider and a Customer. The Service Level Management in ITIL® serves many purposes, including to:
An ITIL® Lifecycle Expert is responsible for the following and many more:
The responsibilities and salaries of the ITIL® V3 2011 Service Strategy roles in India, US, and United Kingdom are as follows:
Sl No. | Roles | Responsibilities | Salaries in India (per annum) | Salaries in the US (per annum) | Salaries in UK (per annum) |
1. | Business Relationship Manager | A Business Relationship Manager is responsible for identifying customer needs, maintaining a positive relationship with the customer, and ensure that the needs have been met by the service provider with an appropriate catalogue of services. | INR 5,60,121 | $104,191 | £39,895 |
2. | Demand Manager | The responsibilities of a Demand Manager involves anticipating, influencing, and understanding the customer demand for services. | INR 12,07,335 | $89,049 | £40,922 |
3. | Financial Manager | The responsibilities of a Financial Manager include managing the accounting, budgeting, and charging requirements of the IT service provider. | INR 9,65,880 | $89,447 | £38,320 |
4. | IT Steering Group (ISG) | It comprises of the senior management from business and IT, and reviews the business and IT strategies to ensure that they are aligned. | |||
5. | Service Portfolio Manager | Service Portfolio Manager develops the service provider’s offerings and capabilities and decides the strategies to be used to serve customers in cooperation with the IT Steering Group. | INR 11,35,223 | $84,637 | £55,454 |
A service manager states the services to be rendered and also makes sure that the services rendered meet the company’s needs and are rendered in accordance with the requirement of the business. The service manager identifies the service team and also sets up activities and meetings.He or she will lead the team through the service life-cycle and also ensure adequate communication between client representatives, service delivery and support personnel, and ITS management. The service manager will work with the service team to ensure external service providers are managed properly, and tasks are assigned to technicians based on skills and availability.
The annual income of an ITIL® certified Service Delivery Manager varies from country to country. We have covered them below:
Note: The salary scales considered in this page are the salaries submitted by anonymous employees to Glassdoor and Payscale. The above-mentioned salaries are accurate as of January 2019.
The Salary of an ITIL® V3 certified Incident manager varies from country to country. We have covered them below:
The salary of a Business Relationship Manager with ITIL® V3 or ITIL® certification varies from country to country. The salaries in India, US, and the United Kingdom are as follows:
Salary of a Change Manager with ITIL® V3 certification or ITIL® V4 certification varies from country to country. We have covered them below:
Salary of Problem Manager with ITIL® V3 certification or ITIL® V4 certification varies from country to country. We have covered them below:
Note: The salary scales considered in this page are the salaries submitted by anonymous employees to Glassdoor and Payscale. The above-mentioned salaries are accurate as of January 2019.
My AXELOS is designed to provide professionals with the best practices and most updated publications. It is an online subscription which allows the learners to enhance their understanding and skills by giving them access to the best methods provided by ITIL®.In order to help the students grasp the concepts better, the online content subscription provides all the resources and tools, everything one needs to boost their careers. Ultimately, My AXELOS is a place where you will find everything from the best practices, newest updates, and your earned digital badges.