ITIL® 4 Foundation Certification Training

Path to Become ITIL® MP & ITIL® SL

  • 16 hours of Instructor-led training
  • 16 PDUs (or 25 PDUs on completion of classroom training + 9 hrs of e-learning)
  • 180 days free e-learning on ITIL® V3 Foundation
  • KnowledgeHut is an ATO of Peoplecert and a Certified Partner of Axelos
  • Course fee includes Foundation exam fee
  • 2 sample papers to practice for the certification exam

ITIL® Course Overview

1) What is ITIL®?

The Information Technology Infrastructure Library (ITIL®) is a framework designed for the standardization of selecting, planning, delivering, and maintaining the IT services and processes within an organization. The framework helps in achieving the predicted service delivery by improving efficiency. With the ITIL® framework, IT administrator works as a business service partner and not just back-end IT guy.

One of the reasons why ITIL® is so well-appreciated and demanded globally is because of its versatility. ITIL® has been designed by keeping in mind the needs of different organizations. This allows the organization to incorporate the framework according to their requirements. One can estimate the scalability and flexibility of ITIL® with the fact that it can be easily adapted due to its ability to work in alignment with other practices such as Six Sigma, COBIT or TOGAF.

2) Certification Levels in ITIL® 4

The ITIL® 4 certification scheme has been designed in a way to align it with the existing ITIL® v3 and provide a clear path for the practitioners to continue developing their skills.

Levels of ITIL Certification within the ITIL 4 Certification Scheme:

  • ITIL V4 Foundation - now available
  • ITIL Managing Professional (MP) - launching 2019/2020
  • ITIL Strategic Leader (SL) - launching H1 2020
  • ITIL 4 Master - launching H2 2020

ITIL V4 Foundation:

The ITIL® 4 Foundation Certificate is an introduction to ITIL® 4 framework. It allows the candidates to understand the IT Service Management by using the end-to-end operating model. It deals with the creation, delivery, and continual improvement of IT services and products. Professionals who are ITIL® 4 certified know who ITIL® can be used to enhance the IT Service Management.

ITIL® 4 is the next evolution of the ITIL® framework. It consists of a stream of four modules named ITIL® Managing Professional (ITIL® MP). These four modules are:

ITIL® Specialist Create, Develop and Support

This module includes the expansion of the current ITIL® scope to cover the creation of the services. It also covers the activities involving the ‘core’ service management.

In this module, the focus will be on integrating the value streams and activities for creating, delivering, and supporting IT-enabled services and products.

ITIL® Specialist Drive Stakeholder value

In this module, all the interaction and engagement between the service provider and the customer, suppliers, users, and partners will be covered. The main aim of this module is to use the IT-enabled services to convert demand into value.

This module will help the candidates gain knowledge about SLA design, CX and UX design, communication, multi-supplier management, customer journey mapping, relationship management and many more.

ITIL® Specialist High Velocity IT

This module explores the different ways in which the digital organizations and digital operating models function in high-velocity environments.

Working practices like Agile and Lean, and technologies like Automation, Automatic testing and Cloud are used to focus on the delivery of services and products in order to obtain maximum value.

ITIL® Strategist Direct Plan and Improve

This module helps the candidates hone their practical skills to create an organization that believes in learning and improving and has an effective strategic direction.

It will cover the impact of the different working practices in the organization. It also provides candidates with practices and strategies to plan and deliver improvements.

ITIL® V4 was introduced with new updates and schemes such as the embodiment of ITIL® Foundation and the ITIL® Master exams.

Once a student clears the foundation level examination, the next steps are the Managing Professional and Strategic Leader. Both these levels have a different set of examination and scheme.

    ITIL® Managing Professional (MP) is designed for apprentices who engage with technology and digital teams throughout the organization.

    They are not just confined to the IT departments. This course attempts to give experience and expertise to run successful teams, IT projects, and workflows.

    Modules cover ‘ITIL® Specialists’ in -

    • Drive Stakeholder Value
    • Create, Deliver and Support
    • High Velocity IT

    ITIL® Master

    Managing

    Professional

    Transition

    ITIL®  Managing Professional

    ITIL® Strategic Leader

    ITIL®

    Specialist

    ITIL®

    Specialist

    ITIL®

    Specialist

    ITIL®

    Strategist

    ITIL®

    Strategist

    ITIL® Leader

    Create,

    deliver and

    support.

    Drive

    Stakeholder

    Value

    High

    Velocity

    IT

    Direct.

    Plan and

    Improve

    Direct.

    Plan and

    Improve

    Digital & IT

    Strategy

    ITIL® V4   Foundation


    This ITIL® Strategic Leader (SL) exam is designed for those who engage with “every digitally equipped assistance”. 

      The objective of this course is to develop the apprentice on how to utilize technology to address and deliver business procedure. It also emphasizes the role of IT in this process.

      ITIL V4 Syllabus includes -

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

          Both of these exams end at the same level which is the ITIL® Master exam. It is the most advanced level in the examination.

        3) Certification Levels in ITIL® V3

        After the completion of classroom training and a written exam, the admins can complete their ITIL® training and get a certification.

        Levels of ITIL Certification within the ITIL V3 Certification scheme:

          • ITIL Foundation Certification Level
          • ITIL Practitioner Certification Level
          • ITIL Intermediate Certification Levels
          • ITIL Expert Level
          • ITIL Master Level

          1) ITIL® Foundation Certification

          This is the certificate for entry-level candidates and focuses on the key terminologies, elements, and concepts that will be used in the lifecycle of the ITIL®.

          2) ITIL® Practitioner Certification

          This certification will help the professional adapt the ITIL® framework according to the business objectives of their organization. This course can be taken up any time after a foundation certificate has been received. This course will also include metrics, communication, and organizational change management.

          3) ITIL® Intermediate Certifications 

          This certification covers different concepts associated with the ITSM. It is divided into two tracks- service lifecycle and service capability modules.

          4) ITIL® Expert

          At this stage, the admins will be able to demonstrate the entire scheme of ITIL®. After this certification, the admin will obtain skills pertaining to the best practices of the ITIL®. Apart from the exam, to earn this certification, one needs 17 credits from previous modules and managing across the lifecycle module.

          5) ITIL® Master

          This is the highest level of certification in which the admin needs to explain why they chose their areas of study, methods, and principles. There is no certification exam. The admin must submit written assignments and some oral interviews.

          4) Career Benefits of having ITIL® Certification

          Here are the top career benefits of having an ITIL® certification:

          1. You will gain a detailed insight into the ITIL® framework helping you manage work better.
          2. You will have better job prospects.
          3. You will be recognized for your expertise and management skills in the organization.
          4. You will be able to understand the common terminologies used in business across the industries.
          5. You will be able to better know the relation between business and IT.
          6. There are several ITIL® v3 certifications that will help you build sharper skills set.
          7. The ITIL® certifications will open doors for you in terms of job roles within your organization.
          8. ITIL® is used globally, so there is a lot of potential for job growth in the market.
          9. For a person who has ITIL® Training, ROI will be much higher.
          10. Certified ITIL® professional is in high demand and the market is stable enough for them to be in demand for a long time. So, investing in ITIL® certification is a low-risk effort.

          5) Benefits of implementing ITIL® in an Organization by ITIL® Certified Professional

          The overall goal of ITIL® is the improvement of the business service. There are a certain set of practices that helps IT service management. The support system of the business service is optimized using the capabilities of the people, process, technology, and suppliers.

            • ITIL® is one of the most accepted and recognized approaches to IT service management and delivery. It is well-regarded all over the world.
            • ITIL® is a set of practices, not methodology, making it compatible with popular frameworks like PRINCE2 and PMP.
            • ITIL® acts as a service provider by running the IT department. This makes IT into a core part of the business.
            • Processes like the ITIL® Incident Management and Problem Management that quickly restores the services and also creates workarounds.
            • ITIL® also allows organizations to prevent incidents by reviewing major incident reviews and eliminating root causes.
            • ITIL® helps your team better understand and manage customer expectations service level management and business relationship management.
            • Change Management is one of the disciplines of ITIL® that allows Continual Service Improvement (CSI).
            • ITIL® helps in the management of accounts, budget and charging requirements related to service costs.
            • Risk analysis and management activities are one of the processes involved in the ITIL.
            • ITIL® helps keep the customer satisfaction high giving the organization competitive management.

            6) Credit System & Transition from ITIL® V3 to ITIL® V4

            The ITIL® credit system is used to provide support to the certification scheme of the ITIL®. This is done by recognizing your investment in the certifications.

             ITIL® V3 Credit system

            In the ITIL® v3 credit system, a specific credit value is assigned to every ITIL® certification. It is done on the basis of its level of ITIL® content. After the candidate has completed the ITIL® examination, certification and credits are awarded. These credits can be used to get the ITIL® Expert level of certification. For this, the candidate must have at least 22 credits. The credits also include the 3 credits from the ITIL® practitioner that covers the full spectrum of ITIL® best practice.

            Before advancing to the ITIL® Expert, 17 credits are required to be earned. These can be earned in any order once the two credits for ITIL® Foundation have been completed.

            Here is detailed information on the credits assigned to different ITIL® Certification levels:

            ITIL® Certification Level

            Credits

            ITIL® V3/V4 Foundation Certification

            2 credits

            ITIL® Intermediate Service Lifecycle stream:

            Service Strategy (SS)

            Service Design (SD)

            Service Transition (ST)

            Service Operation (SO)

            Continual Service Improvement (CSI)

            3 credits each

            ITIL® Intermediate Service Capability stream

            ·         Planning, Protection, and Optimization (PPO)

            ·         Service Offerings and Agreements (SOA)

            ·         Release, Control, and Validation (RCV)

            ·         Operational Support and Analysis (OSA)

            4 credits each

            ITIL® Managing Across the Lifecycle (MALC)

            5 credits


            The following credit values are needed for certification levels higher than the ITIL® Foundation:

            ITIL® Certification Level

            Number of Credits Required

            Composition of Credits

            ITIL® Foundation

            None

            None

            ITIL® Intermediate

            2 credits

            2 credits from ITIL® Foundation

            ITIL® Managing Across the Lifecycle (MALC)

            17 credits

            2 credits from ITIL® Foundation and a minimum of 15 credits from ITIL® Intermediate or complementary qualifications

            ITIL® Expert

            22 credits

            2 credits from ITIL® Foundation, minimum of 15 credits from either ITIL® Intermediate or complementary qualifications, and 5 credits from ITIL® MALC


            The transition from ITIL® v3 to ITIL® 4 scheme:

            One can gain the knowledge and skills required to learn the core concepts of the update while transitioning from ITIL® v3 to ITIL® 4 scheme.

              ITIL® v3 Foundation certified
              Once you have obtained the ITIL® v3 Foundation certification, you can straight away take the ITIL® 4 Foundation to transition into the new scheme. A new single exam will be required to cover the new material in the ITIL® 4 Foundation.

              ITIL® Intermediate/Practitioner level
              If you have started collecting credits from Intermediate or Practitioner levels, it is better to continue with the v3. This will help you prepare for the east transition while gaining the designation of the ITIL® Managing Professional.

              ITIL® v3 expert
              If you are on this level, get the ITIL® Managing Professional designation by taking the ITIL® Managing Professional Transition module as soon as it is released.

              After achieving the destination, you will only need to pursue the ITIL® Leader Digital and Strategy module instead of completing the ITIL® Strategic Leader stream. Completing both the streams will make you eligible to move towards the ITIL® Master.

              7) What is ITIL® Service Capability:

              ITIL® Service Capability modules:

              • ITIL® Operational Support and Analysis
              • ITIL® Planning, Protection, and Optimization
              • ITIL® Release, Control, and Validation
              • ITIL® Service Offerings and Agreements

              ITIL® Operational Support and Analysis

              • ITIL® Operational Support and Analysis (OSA) module focuses on enabling event, problem, incident, access, request, IT operations, technical, and application management.
              • This module teaches organizations and individuals, the management of day-to-day operations of IT services.
              • The candidates also learn the implementation of the ITIL® processes enabling them to deliver and support IT services. 
              • The worth of this module is 4 credits.

              ITIL® Planning, Protection, and Optimization

              • One of the certifications of the ITIL® Service Capability workstream is the Planning, Protection, and Optimization (PPO) module.
              • The module focuses on enabling availability, capacity, demand management, information security, and IT service continuity.
              • Based on the ITIL® Service Design publication, the PPO course helps to develop an understanding of the ITIL® Service Design processes.
              • The PPO module is worth 4 credits.

              ITIL® Release, Control, and Validation

              • This module focuses on the practical applications of Release, Control, and Validation (RCV). 
              • This includes enabling plans, test, and implementing new services to meet the needs of the user and organization.
              • The course’s content is from the guidance contained in the ITIL® Service Transition publication.
              • The module is worth 4 credits.

              ITIL® Service Offerings and Agreements

              • ITIL Service Offerings and Agreements (SOA) focuses on the practical applications of the SOA practices to enable portfolio, service catalog, service level, supplier, demand, and financial management.
              • This course is based on the guidance mentioned in the ITIL® Service Design and ITIL® Service Strategy publications.
              • This course helps the candidates understand the stages of the lifecycle of ITIL® – service strategy, design, transition, and continual improvement. 
              • The SOA module can help you earn 4 credits.

              8) Why ITIL® V4 was launched by Axelos?

              The most significant purpose for developing an advanced version of the ITIL® V3 was because of its specific shortcomings. These are -
                    1. An unsatisfactory involvement with the ITSM Community
                    2. Incompetent to perceive the current trends in software developments and IT services.

              The latest version addressed the bad relationship issues by giving them heads-up as it will publish the updates in the community, thus avoiding any hindrance in the free flow of data. Moreover, to give the students a complete overview from the beginning, the whole foundation course under the ITIL® V4 has been revised. It is updated based on the requirements of modern business. What makes these revisions so accurate is the fact that they are based on the feedback of millions of ITIL® practitioners and are completely practical.

              Evolution of ITIL® V4 -

                • Evolved ITIL® practices in the wider context of customer experience, value streams, and digital transformation.
                • Embracing advanced ways of connecting with the community by adapting to the new ways of working such as DevOps, Agile and Lean hence promoting new alliances.
                • The framework of ITIL® V4 is designed to give comprehensive guidance to organizations on how they should address the new service management challenges effectively and utilize the latest technologies which will help them transform digitally.
                • Designed to assist the organization to provide effective governance and deliver accurate IT service management which is flexible, coordinated and integrated. The flexibility also allows the organization to provide accurate data all over the business without any interruptions to the free flow of data, ultimately improving the customer experience.
                • This update has made the ITIL® way more extensible. agile, and collaborative.

                What you will learn

                • The concepts, terms and terminology of ITIL®
                • ITIL® 4 best practices and how to implement them to streamline processes for continuous improvement

                • Fundamentals of Service Management, Service Lifecycle and other IT-enabled services.

                • Applying practices learnt to improve business decisions and optimize customer expectations

                • An in-depth preparation for ITIL® 4 Foundation certification

                PREREQUISITES

                There are no specific prerequisites for this course, and Axelos has not defined any specific eligibility criteria for the ITIL® 4 Foundation exam. However, the ITIL® 4 Foundation certification is in itself a prerequisite for the higher levels of ITIL® qualifications.

                3 Months FREE Access to all our E-learning courses when you buy any course with us

                Who should take this ITIL Certification?

                • IT professionals
                • Business managers
                • Business process owners
                • Project managers
                • Students and individuals with interest in IT Services Management
                • ITSM Managers and aspiring ITSM Managers
                • Professionals working in other areas of IT like digital, product, development and service.
                • ITIL certified professionals who want to transition to the new version V4

                KNOWLEDGEHUT EXPERIENCE

                ITIL® Exam Prep

                The KnowledgeHut exam plan has been meticulously planned and created by resourcing ITIL® 4 questionnaires and exam blueprints. These will give you maximum learning benefit for clearing the exam at the very first attempt.

                The KnowledgeHut Guarantee

                Our USP is the quality of our training. Our instructors have created the most comprehensive curriculum for you to clear the exam. Check our 100% refund guarantee!

                Certification Journey Support

                Not just in learning, but you will get support in all aspects of the certification. Right from assistance with enrolling for exams to solving your doubts post workshop, we have your back!

                ITIL® Course Curriculum

                1.1 Recall the definition of:

                • Service (2.3.1)
                • Utility (2.5.4)
                • Warranty (2.5.4)
                • Customer (2.2.2)
                • User (2.2.2)
                • Service management (2.0)
                • Sponsor (2.2.2)

                1.2 Describe the key concepts of creating value with services (2.1,2.1.1, 2.2 and all subsections of 2.5):

                • Cost
                • Value
                • Organization
                • Outcome
                • Output
                • Risk
                • Utility
                • Warranty

                1.3 Describe the key concepts of service relationships: (2.3.2, 2.4, 2.4.1 ):

                • Service offering
                • Service relationship management
                • Service provision
                • Service consumption

                2.1 Describe the nature, use and interaction of the guiding principles (4.3, 4.3.8)2.2 Explain the use of the guiding principles (4.3):

                • Focus on value(4.3.1–4.3.1.4)
                • Start where you are (4.3.2–4.3.2.3)
                • Progress iteratively with feedback(4.3.3–4.3.3.3)
                • Collaborate and promote visibility (4.3.4–4.3.4.4)
                • Think and work holistically(4.3.5–4.3.5.1)
                • Keep it simple and practical(4.3.6–4.3.6.3)
                • Optimize and automate(4.3.7–4.3.7.3)

                3.1 Describe the four dimensions of service management (3):

                • Organizations and people (3.1)
                • Information and technology (3.2)
                • Partners and suppliers (3.3)
                • Value streams and processes (3.4-3.4.2)

                5.1 Describe the interconnected nature of the service value chain and how this supports value streams (4.5)5.2 Describe the purpose of each value chain activity:

                • Plan (4.5.1)
                • Improve (4.5.2)
                • Engage (4.5.3)
                • Design & transition (4.5.4)
                • Obtain/build (4.5.5)
                • Deliver & support (4.5.6)

                6.1 Recall the purpose of the following ITIL practices:

                • In formation security management (5.1.3)
                • Relationship management (5.1.9)
                • Supplier management (5.1.13)
                • IT asset management (5.2.6)
                • Monitoring and event management (5.2.7)
                • Release management (5.2.9)
                • Service configuration management (5.2.11)
                • Deployment management (5.3.1)
                • Continual improvement (5.1.2)
                • Change control (5.24)
                • Incident management (5.2.5)
                • Problem management (5.2.8)
                • Service request management (5.2.16)
                • Service desk (5.2.14)
                • Service level management (5.2.15)

                6.2 Recall definitions of the following ITIL terms:

                • IT asset (5.2.6)
                • Event (5.2.7)
                • Configuration item (5.2.11)
                • Change (5.2.4)
                • Incident (5.2.5)
                • Problem (5.2.8)
                • Known error (5.2.8)

                7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:

                • Continual improvement (5.1.2) including:
                  • The continual improvement model (4.6, fig 4.3)
                • Change control (5.2.4)
                • Incident management (5.2.5)
                • Problem management (5.2.8)
                • Service request management (5.2.16)
                • Service desk (5.2.14)
                • Service level management (5.2.15–5.2.15.1)

                ITIL® Certification Process

                ITIL® V4

                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 of 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 ITIL® processes within IT Service Management (ITSM) ensure that IT Services are provided in a focused manner that enables organizations and individuals to deliver cost-effective IT Service Management aligned with the business vision, strategy and growth. With the help of the processes, IT Services are clearly defined, success can be measured with regards to the service provision, and targeted improvement measures can be introduced where necessary. There are many ITIL® processes that are grouped under each of the following five modules: 

                1. Service Strategy  
                2. Service Design  
                3. Service Transition  
                4. Service Operation 
                5. Continual Service Improvement.

                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:

                • ITIL Foundation
                • ITIL Specialist modules (3)
                • ITIL Strategist
                • ITIL Leader
                • ITIL Master

                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:

                • ITIL 4 Foundation
                • ITIL Specialist: Create, Deliver & Support
                • ITIL Specialist: Drive Stakeholder Value
                • ITIL Specialist: High-Velocity IT
                • ITIL Strategist: Direct, Plan & Improve

                To become an ITIL Strategic Leader (ITIL SL), you must complete the following modules:

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

                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:

                1. Foundation level- The entry level of qualification 
                2. Practitioner level- It provides the ability to adopt and adapt in ITIL® organizations 
                3. Intermediate level- This level offers a module pattern providing a different focus on IT service management. 
                4. Expert level- This is targeted at candidates who are interested in acquiring enhanced knowledge of the ITIL® scheme. 
                5. Masters level- The final stage is the Masters level. Here you get to prove all you have learned in the previous stages. You must attempt and pass a qualifying exam for each level in order to achieve the certification.

                There are certain prerequisites which you need to check while searching for the best ITIL® V4 Certification Trainer. They are:

                • You should check if the trainers are ‘ITIL Master Certified’ and are Senior Consultants.
                • The trainer must provide support before, during, and after the exam.
                • Going further, you should check the total years of experience of the trainer in the field.
                • You should also try to find out about the attitude of the trainer towards the candidates.
                • Apart from the points listed above, you should also try to learn about the facilities provided by the trainer for learning.
                • You should further consider the Certification Exam Preparation techniques adopted by the trainer.
                • Finally, you should find out information about the fee structure of the ITIL® V4 Certification Trainer.

                ITIL gets updated regularly to meet ever-growing expectations and competition. The latest version is the ITIL V4. The framework has been upgraded to guide business companies in addressing new service management challenges. It also assists 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:

                • ITIL 4 Foundation
                • ITIL Specialist: Create, Deliver & Support
                • ITIL Specialist: Drive Stakeholder Value
                • ITIL Specialist: High Velocity IT
                • ITIL Strategist: Direct, Plan & Improve

                To become an ITIL® Strategic Leader (ITIL® SL) you need to take up the following examination modules:

                • ITIL® V4 Foundation
                • ITIL® V4 Strategist: Direct, Plan, and Improve
                • ITIL® V4 Leader: Digital and IT Strategy.

                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:

                • Innovation Advantage: Through the innovation value stream, the organization always holds a competitive lead over its rival. The innovations can be in terms of business or operations.
                • Support Advantage: The ITIL support value stream helps increase productivity and reduce disruptions by efficiently managing the incidents.
                • Transparency: Instead of relying on multiple processes, one can just keep the focus on the value stream chain and deliver value to the business while ensuring transparency in all activities.

                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:

                • ITIL V4 offers a stronger alignment between the IT and business aspects within an organization.
                • With an increase in productivity, costs are also gradually brought down, thus, making it cost-effective as well.
                • Through its incident and problem management, ITIL V4 aims to manage and reduce risks both from business as well as IT perspective.

                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:

                • Helps in providing better metrics and measurements for reporting purposes.
                • Increases the quality and efficiency of the services.
                • Defines responsibilities and roles for the team.
                • Fills the gap between the customer and business needs.

                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:

                • Organizations and People: As the name suggests, these dimensions cover the case of ‘people’ or the professionals implementing it as well as the organization itself. It specifies that each person should be aware of his/her role to maximize their contribution to the service. It supports the corporate culture as well as the optimum level of staff capacity and competence.
                • Information and Technology: The information here being talked about is the information used in the service itself be it any - supporting information or knowledge. This information is imperative for the management of services. Technology includes:
                  • AI/ML
                  • Use of Mobile platforms
                  • Automation Testing
                  • Continuous Integration/Development/Deployment solutions
                • Partners and Suppliers: For every service, there are partners and suppliers who are directly involved in designing, deployment, supporting, and even the continual improvement process. The suppliers interact with the organizations and use their relationship to create value for them.
                • Value streams and processes: Value Streams are generally a stream of steps which are integrated together to create value through products and services. The processes underpin these streams and produce output with given activities input.

                The  ITIL® framework is fundamentally built around 5 pillars of service management, or modules, namely - 

                1. Service Strategy
                2. Service Design
                3. Service Transition
                4. Service Operation
                5. Continual Service Improvement

                Each of these modules contains a large number of  ITIL® processes and roles. In order to efficiently run IT service management, it is imperative that everyone knows what their role is and what is expected from them.We will be, thus, discussing the roles in these 5 Service lifecycle modules.

                1. Service Strategy: As the name suggests, this module sees what a business needs and what it does not not. After gathering this information, it develops a strategy in order to create business value. Below are some of the roles that fall under this module:
                  1. Service Strategy Manager
                  2. IT Steering Group (ISG)
                  3. Financial Manager
                  4. Demand Manager
                  5. Business Relationship Manager
                2. Service Design: To meet new business requirements, this module is used. Its purpose is to design appropriate services catering to business needs. The designing process involves architecture, policies, processes, and documentation as well. There are many roles that fall under this category:
                  1. Service Design Manager
                  2. Service Catalogue Manager
                  3. Service Level Manager
                  4. Risk Manager
                  5. Capacity Manager
                  6. Availability Manager
                  7. IT Service Continuity Manager
                  8. Information Security Manager
                  9. Compliance Manager
                  10. Enterprise Architect
                  11. Supplier Manager
                3. Service Transition: This section’s aim is to ensure that changes to services as well as service management processes are rolled out smoothly. It is also responsible for building and deploying IT services. Roles that fall under this section are:
                  1. Application Developer
                  2. Change Advisory Board (CAB)
                  3. Change Manager
                  4. Configuration Manager
                  5. Emergency Change Advisory Board (ECAB)
                  6. Knowledge Manager
                  7. Project Manager
                  8. Release Manager
                  9. Test Manager
                4. Service Operation: This module handles execution and day-to-day operations for running the services. It also helps deliver the services according to the agreed terms. It also helps reduce everyday costs while improving service quality. Roles that follow this module are:
                  1. IT Operations Manager
                  2. Incident Manager
                  3. 1st level Support
                  4. 2nd level Support
                  5. Major Incident Team
                  6. Incident Manager
                  7. Access Manager
                  8. Problem Manager
                  9. IT Operations Manager
                  10. Facilities Manager
                  11. Technical Analyst
                5. Continual Service Improvement: This module is responsible for continuously improving the services. It does so by learning from failures/successes of past services. Few roles that work for this module are:
                  1. CSI Manager
                  2. Process Architect
                  3. Process Owner
                  4. CSI Manager
                SectionsProcessesRoles
                Service Strategy
                • Strategy Management: Develops a strategy so business aligns with the customer needs.
                • Service Portfolio Management: Monitors any new changes to existing service and the release of a new one.
                • Financial Management: Keeps tab of all financial applications (operations, ROI, etc.) of a service.
                • Business Relationship Management: Identifies and indicates the customer needs to the business for good customer experience.
                1. Service Strategy Manager
                2. IT Steering Group (ISG)
                3. Financial Manager
                4. Demand Manager
                5. Business Relationship Manager
                Service Design
                • Service Catalogue Management: A catalog consisting of all the services, their purpose, and their value in an organization.
                • Service Level Management: Negotiates between IT aspect and the business aspect of a service.
                • Capacity Management: Ensures the capability of an organization to deliver and support service.
                • Availability Management: Ensures the availability of IT services to the business.
                • IT Service Continuity Management: Takes care of supporting a service after it is deployed.
                • Information Security Management: Looks after all the security-related aspects of service including both - IT as well as business.
                • Supplier Management: Makes sure that suppliers of service adhere to the agreed terms.
                1. Service Design Manager
                2. Service Catalogue Manager
                3. Service Level Manager
                4. Risk Manager
                5. Capacity Manager
                6. Availability Manager
                7. IT Service Continuity Manager
                8. Information Security Manager
                9. Compliance Manager
                10. Enterprise Architect
                11. Supplier Manager
                Service Transition
                • Transition Planning & Support: Smooth transitioning of service into production or a change in service.
                • Service Validation & Testing: Cross validates the service before testing it different scenarios.
                • Change Evaluation: Tells what major changes are needed in the service for better operations.
                • Release & Deployment Management: Builds, tests, and deploys the capabilities.
                • Change Management: Aligns the service according to the change in customer needs.
                • Service Asset and Configuration Management: All assets and configurations of all the services are made available for others by this process.
                • Knowledge Management: Comprehensively analyses the information & services to increase its knowledge without the need to rediscover it.
                1. Application Developer
                2. Change Advisory Board (CAB)
                3. Change Manager
                4. Configuration Manager
                5. Emergency Change
                6. Advisory Board (ECAB)
                7. Knowledge Manager
                8. Project Manager
                9. Release Manager
                10. Test Manager
                Service Operation
                • Event Management: Response with an action to a particular event during the lifecycle of a service.
                • Incident Management: Manages the incidents so as to reduce hindrance to productivity as soon as possible.
                • Problem Management: Monitors all the problems and ensures that every problem has a workaround in place if not RCA.
                • Request Fulfillment: Manages service requests which customers formally ask from the service provider.
                • Access Management: Controls and provides access to the service to different entities.
                1. IT Operations Manager
                2. Incident Manager
                3. 1st level Support
                4. 2nd level Support
                5. Major Incident Team
                6. Incident Manager
                7. Access Manager
                8. Problem Manager
                9. IT Operations Manager
                10. Facilities Manager
                11. Technical Analyst
                Continual Service Improvement
                • 7 Improvement Process: Steps to analyze and report on improvement of a service.
                • Service Measurement: Determines the value of a service for service analysis purposes.
                • Service Reporting: Analyses all the measures of service and reports to stakeholders.
                1. CSI Manager
                2. Process Architect
                3. Process Owner
                4. CSI Manager

                According to Axelos ITIL V3 Certification will remain valid till June-2020. So you can take up the ITIL V3 Certification training till June-2020.AXELOS will continue allowing the end-learners to collect ITIL® V3 Intermediate credits to enable the transition to ITIL Managing Professional. Therefore, AXELOS will continue maintaining exams, accrediting candidates, and publishing books for ITIL® V3 until June 2020. Companies are interested in hiring ITIL V4 professionals who follow the best and latest practices in service management, so it is in your best interests to transition to V4.

                ITIL® V4 has evolved from ITIL® V3. It provides a flexible and practical transition that enables organisations to adopt new approaches to work demanded by the modern digital world.Even though AXELOS has recently introduced the ITIL® V4 version , ITIL® V3 still continues to be relevant and in demand for millions of IT practitioners across the globe. In case, you have taken the ITIL® V3 Foundation, it is recommended that you take ITIL® V4 Foundation in order to make a transition to the new scheme.

                If you have achieved 17 or more credits by completing the modules under ITIL® V3 Intermediate scheme then the next recommended approach aligned with ITIL® V4 is that you should make the transition from V3 to V4 through the ITIL® Managing Professional Transition module.

                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.

                Once you complete your ITIL® V3 Intermediate Service Capability modules, you can choose either of the following approaches to continue your ITIL journey:

                • In case you have less than 17 credits which is mandatory for you to take the ITIL® V4 Managing Professional Transition module, you should continue with the V3 schemes in order to achieve the required credits.
                • If you have earned 17 credits or more since the ITIL® V3 foundation then you can avoid the V3 MALC course and exam and directly make a transition to the ITIL® V4 Managing Professional Transition module.

                There are two recommended options for you to make the transition to ITIL® V4 if you are an ITIL® V3 Practitioner with 3 credits. They are:

                Option 1: You can take the ITIL® V4 Foundation and choose a module from any of the designations based on your area of interest. This will help you to become either an ITIL® Specialist, Strategist, or Leader.

                Option 2: You can also collect 17 credits from ITIL® V3 to become eligible to take the ITIL® Managing Professional Transition module. This would also help you to get past the ITIL® V3 MALC and its exams.

                Yes, it is recommended for you to take the ITIL® Managing Professional Transition module under ITIL® V4 to continue with your ITIL® journey. Once you achieve ITIL® V3 Expert, you can take the ITIL® Managing Professional Transition module and become an ITIL® Managing Professional.If you intend to earn further ITIL® credentials and become an ITIL® Master then AXELOS recommends that you should complete the ITIL® Leader Digital and Strategy Module under ITIL® Strategic Leader stream.

                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:

                • You can take up the modules under ITIL®  Managing Professional (ITIL® MP) if you are an ITIL® V3 Expert. It is advisable for you to take up this transition before June 2020 in order to keep up your ITIL® credentials.
                • Another way to take up the modules is to start from ITIL® V4 Foundation. Even if you have an ITIL® V3 Foundation under your belt, AXELOS recommends you to make a transition to ITIL® V4 Foundation.
                • If you have an ITIL® V3 Practitioner or an Intermediate and have achieved 6 or more credits then it is recommended for you to continue collecting V3 credits for an easy transition to ITIL® V4 and gain the ITIL®  Managing Professional. You need to reach 17 credits to be eligible to take the modules under this designation.

                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. You can continue your ITIL journey by using your ITIL  Practitioner credits earned in ITIL V3 Certification Scheme/levels. Now you hold 2 credits from ITIL V3 2011 Foundation & 3 Credits from ITIL Practitioner. So, as you have a total of 5 credits, this makes you eligible to approach ITIL Intermediate Level. You need to choose between the ITIL® Service Lifecycle modules and ITIL® Service Capacity Modules to earn 17 credits including the previous ones to take up ITIL® MALC.This is the old approach followed.But AXELOS recommends taking ITIL®  Managing Professional (ITIL® MP) instead of ITIL® MALC which is a part of the ITIL® V4 certification scheme.Of course, you are eligible to take the ITIL®  Managing Professional Transition module with the 17 credits earned by you from ITIL® V3 2011 Foundation, ITIL® Practitioner, and the ITIL® Intermediate. Explore the Credit system for each of the ITIL® V3 Modules.

                Sl No.Certification NamesCredits Awarded
                1.ITIL® Foundation Level2
                2.ITIL® Practitioner Level3
                3.ITIL® Intermediate Level15/16
                4.ITIL® MALC Certification5
                ITIL® Practitioner is no longer a separate module in the ITIL® V4 certificate scheme. The principles and knowledge from the ITIL® Practitioner guidance will be fundamental to all modules in ITIL® V4. Whoever has completed the ITIL® Practitioner can feel free to gain credits from ITIL® Intermediate Level certification and then continue your ITIL Journey by taking up ITIL® Managing Professional (ITIL® MP).

                Yes, AXELOS has recommended a few standard modules which should be completed in order to become an ITIL®  Managing Professional. They are:

                • ITIL® V4 Foundation
                • ITIL® Specialist Create, Deliver, and Support
                • ITIL® Specialist Drive Stakeholder Value
                • ITIL® Specialist High Velocity IT
                • ITIL® Strategist Direct, Plan, and Improve.
                The ITIL® Managing Professional is a part of the ITIL® Transition Module and you can become one if you are an ITIL® V3 Expert or have 17 credits or more.

                Yes, the following modules have been recommended by AXELOS in ITIL® V4 to become an ITIL® Strategic Leader:

                • ITIL® Strategist Direct, Plan, and Improve
                • ITIL® Leader Digital and IT Strategy

                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.

                ITIL® Certification

                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:

                1. A better understanding of how to enhance IT services within an organization is achieved. 
                2. Students will acquire a basic understanding of the ITIL® framework. 
                3. It can help people working in an organization that has adapted to the ITIL® and need to be more informed about IT service management.

                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 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:

                1. Foundation level- The entry level of qualification 
                2. Practitioner level- It provides the ability to adopt and adapt in ITIL® organizations 
                3. Intermediate level- This level offers a module pattern providing a different focus on IT service management. 
                4. Expert level- This is targeted at candidates who are interested in acquiring enhanced knowledge of the ITIL® scheme. 
                5. Masters level- The final stage is the Masters level. Here you get to prove all you have learned in the previous stages. You must attempt and pass qualifying exams for each level in order to achieve the certification.

                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 Training Institute must have accreditation from PeopleCert, APMG, and PECB.
                • The Training Institute must have AXELOS Accredited courseware that is being used by various partners, internationally.
                • You must also ensure that the Training Institute has a high passing rate.
                • The trainers and consultants must be accredited and experienced in the field.
                • You should also ensure that you are provided with an exclusive Pre-Courseware to come up with more specific queries.
                • Moreover, you should check if the training is hands-on and offers consulting exposure, role plays, live case studies. It should not be confined to theory and slides alone.
                • Finally, you should feel assured that you’re getting value for your money that you have spent to get the ITIL® V3 2011 Certification.

                There are two channels for becoming an ITIL® Expert. The Life Cycle modules route covers the following certifications:

                1. ITIL® Foundation
                2. ITIL® Service Operation (SO)
                3. ITIL® Service Strategy (SS)
                4. ITIL® Intermediate Service Design (SD)
                5. ITIL® Service Transition (ST)
                6. ITIL® Continual Service Improvement (CSI)
                7. ITIL® Intermediate MALC Managing Across Lifecycle
                8. ITIL® Expert

                The Capability modules route covers the following certifications:

                1. ITIL® Foundation
                2. ITIL® Release Control & Validation(RCV)
                3. ITIL® Service Offerings and Agreements
                4. ITIL® Operational Support and Analysis
                5. ITIL® Planning Protection and Optimization (PPO)
                6. ITIL® Intermediate MALC Managing Across Lifecycle
                7. ITIL® Expert

                A total of 22 credits are required to be eligible for ITIL® Expert level. A mix of modules from Life Cycle and Capability channels is allowed provided there is no overlap of syllabus units.

                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

                For candidates who are attempting the examination in a language which is not their mother tongue are allocated 15 mins more than the usual duration, making it 75 mins to complete their examination. They are also allowed to use the dictionary.

                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-

                • It includes all the best things from ITIL
                • It is flexible to work with other technologies and methods
                • Provides a comprehensive approach for co-creating value for your customers
                • Helps lay the course for the modern digital world

                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:

                1. The ITIL® SVS of the ITIL® Framework facilitates the integration and coordination of the components and activities which enables an organisation to create value through IT-enabled services.
                2. ITIL® SVS further provides a strong, unified, and value-focused direction for the organisation.
                3. An organisation can ensure its SVS to remain balanced  and effective by giving an appropriate focus on each of the dimensions under the four dimension model of the ITIL® Framework.

                The certification is used to achieve quite a number of goals in the industry. Some of the benefits are: 

                • The ITIL® certification increases the value of the professional in the labor market. 
                • It provides the platform to stand apart from the multitude of uncertified IT professionals in the industry. 
                • It is a medium for learning how to properly utilize ITIL® tools and their techniques, improve efficiency and effectiveness at the workplace, and get recognized for your expertise by your peers both inside and outside the organization.

                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.

                If you have 17 credits from the ITIL® V3 Certification Scheme, AXELOS strongly recommends the ITIL® Managing Professional (ITIL® MP) instead of ITIL® MALC. ITIL® MALC was a part of ITIL® V3 and is unavailable in ITIL® V4.

                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 (or 25 PDUs on completion of classroom training + 9 hours of ITIL® e-learning).

                The ITIL® certification can benefit anyone who is interested in IT service management. It should be acquired for the following reasons:

                1. The certification will enable one to have a sound understanding of the ITIL® framework. 
                2. It would assist those who have already adopted the ITIL® style to improve on their skill set in contributing to ongoing service improvement within the organization. 
                3. It will help IT professionals enhance IT service management within the organization. 
                4. It can help in acquiring the right skill set and qualifications needed for a chosen ITSM career

                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:

                • Supporting all kinds of business outcomes
                • Enabling business change
                • Managing risk in line with the business needs
                • Optimizing the customer experience 
                • Showing value for money
                • Continually improving the services by learning from success/failures of past services

                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.

                ITIL® Exam

                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.Due to their constant upgradations of the syllabus and content, the fees of exam keep 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.

                In the ITIL® V3 2011 Foundation exam, there are a total of 40 multiple-choice questions that must be attempted within a duration of 1 hour. These questions are based on the ITIL® framework and life-cycle concepts and are a test of a student’s ability to understand them. The pass mark in percentage is 65% so a student must answer 26 questions correctly. The ITIL® V3 Foundation exams are both computer and paper-based and can be taken at any of the Accredited Training Organizations (ATO) of Axelos, who are the ITIL® course and examination administrators.

                The exam comprises 40 single answer multiple choice questions that vary in style. Here are examples of some different styles of questions:

                1. Single statement negative question e.g. which of these is NOT a concept in availability management?
                2. Single statement positive questions e.g. which of these is a function?  
                3. Single statement comparative questions e.g. Which of these is the best definition of a process?
                4. Multiple statement questions e.g. Which of these is a process as defined by ITIL®?. (WITH 2 CORRECT ANSWERS) and other options.

                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 pass mark for ITIL® V3 Foundation 2011 is 65%. Out of 40 questions, candidates are expected to answer 26 questions correctly to get the required pass mark and be awarded the Foundation certification.It is easier to work towards this requirement compared to other higher levels, and with some sincere effort, most candidates can clear this level. Considering its low pass mark, a lot of IT personnel can move on to the Practitioner level in no time.

                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 the case of web-based or computer-based examinations, the official certification takes 2 to 4 weeks to reach the candidate as it is supplied from the official Examination Institute. If the candidate doesn't receive the certificates within the mentioned timeline, it is highly prudent to contact their respective training providers or examination institute. For long written exam or essay response examinations, the timeline to acquire the certification increases from 4 to 8 weeks. 

                Yes, you can schedule your appointment for the ITIL® V3 2011 Foundation exam through  Pearson VUE. The following steps will guide you to schedule your ITIL® V3 2011 Foundation exam:

                Step 1: First, you need to log in to www.pearsonvue.com. 

                Step 2: Once you log in, you need to choose the correct exam from the list and then choose the language for the exam and click next.

                Step 3: In this step, you can locate your nearest test center and schedule the exam. You need to click ‘Next’ to schedule an appointment once you choose the center.

                Step 4: Once you land on the next page, choose the center, date and time which suits you. Click ‘Select Appointment’ and then click ‘Next’.

                Step 5: Clicking on ‘Next’ will take you to the payment page. You can enter your voucher number at the bottom of the page and click ‘Apply Voucher’ and then click ‘Next’. Your exam is scheduled now.

                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

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                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

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                US

                New York

                Prometric Testing Center


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                Prometric Testing Center


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                Prometric


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                Atlanta

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                Address: 75 Piedmont Ave NE #200a, Atlanta, GA 30303, USA


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                Prometric Testing Center


                Address: 2295 Parklake Dr NE #130, Atlanta, GA 30345, USA


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                Address: 5909 Peachtree Dunwoody Rd, Atlanta, GA 30328, USA


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                Washington

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                Address: 930 Commonwealth Avenue, Boston, MA 02215, USA


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                Prometric Test Center


                Address: Northland Center

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                Prometric Work


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                London

                Prometric


                Address: Pellipar House, 2nd floor, 9 Cloak Ln, London EC4R 2RU, United Kingdom


                Phone: +44 161 868 3111

                Birmingham

                Prometric


                Address:  Birmingham City University, Faculty of Tech Millennium Point, Curzon Street Birmingham

                Leeds

                Pitman Training Leeds


                Address: 1 City Square, Leeds LS1 2ES, UK


                Phone: +44 113 866 2215

                KnowledgeHut team will help you in every way possible so that you can smoothly apply for the exam without any inconvenience.

                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:

                • Step 1: Log onto Pearson Vue.
                • Step 2: Select your country and check the voucher prices for different certifications.
                • Step 3: Download the voucher form corresponding to your region and fill the form.
                • Step 4: Submit the form. If you encounter any error submitting the form online, you can also email/fax them the form.

                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  -

                •  ITIL® Foundation (English) 
                •  ITIL® Foundation (JPN)

                Conditions - These vouchers are not customizable or personalizable. 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.

                The best thing about the ITIL examination is that there is no particular exam date. Once you feel you are prepared, you can book the exam and select a date as per your convenience.

                This is a closed book exam, and electronic devices are not allowed.

                The timeline can differ from center to center, but the average time remains the same. For particular details, it is advised to communicate with the Examination Institution or Training Provider directly.We have the whole process figured out for you-

                • After you have finished the exam, the Accredited Training Provider will provide you with a result paper. 
                • If the exam was web-based or computer-based MCQ (Multiple Choice Questions), the result will be produced immediately. 
                • For those attempting the essay response examinations, the results will reach them within 4 to 8 weeks.
                • Candidates who don't receive their results within the mentioned timeline are strictly advised to contact their respective training providers or Examination Institutes.

                ITIL® V3 Intermediate

                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 moves 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:

                • Integrate the key concepts that exist in both the versions
                • Understand the way these concepts interact, what remains core and what has evolved
                • Continue supporting professionals with the challenges faced in their work environment.

                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:

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

                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:

                1. Formulate IT service strategyFormulate IT service strategy by acquiring knowledge and management principles.
                2. Provide vision and directionProvide vision and direction for Service Management by getting the organisational capability.
                3. Deliver value to the organisationGetting a practical approach to moving an IT organisation from a focus on technology to a strategic approach in order to manage the Service Portfolio.

                The exam format of the ITIL® V3 Intermediate Service Strategy certification can be listed down as:

                Sl. No

                CategoryExam 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:

                • IT Management
                • IT Finance Management
                • Supplier Relationship Management
                • Individuals who need to understand the relationship between the IT and general aspects of their work
                • Individuals who need to appreciate the way ITIL® best practice framework can help them work more efficiently.

                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

                1. Leverage your skillsMeet the immediate and ongoing needs of organisations and programme by learning to create and launch products and services.
                2. Help align business with ITGain knowledge of good service design in order to improve the alignment of IT with the overall business and user needs.
                3. Deliver valuable serviceConvert strategic objectives into IT service portfolios focused on value by getting the holistic design requirements regarding people, processes, technology, and governance.

                The exam format for ITIL® V3 Intermediate Service Design certification can be shown as follows:

                Sl. No

                CategoryExam 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

                • Capacity Manager
                • Availability Manager
                • Service Level Manager
                • Business Continuity Manager
                • Service Portfolio Manager
                • CIOs
                • CTOs
                • IT Consultants
                • IT Audit Managers
                • IT Security Managers
                • Other IT professionals involved in the design of IT services.

                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:

                • Get the skills to manage change: Learn the required techniques in order to understand and manage changes to IT services in line with users’ expectations as well as a business strategy.
                • Provide improvements: Manage the changes flexibly and deliver improvement to services provided by organizations or programs of work.
                • Deliver valuable service: Introduce new and changed services by getting best-practice guidance by ensuring that the value identified in the service strategy is maintained.

                The exam format for the ITIL® V3 Intermediate Service Transition certification can be explained as follows:

                Sl. No

                CategoryExam 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:

                • Release Manager
                • IT Change Manager
                • IT Configuration Manager
                • IT Project Support
                • IT Project Manager
                • IT Programme Manager.

                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:

                1. Meet agreed service levelsDeliver the IT services that meet agreed service levels for both business users and customers by getting guidance on the best practice.
                2. Access processes and support toolsGet the tools and techniques to deliver and support services through day-to-day management of the technology.
                3. Maintain business satisfactionDeliver the agreed services efficiently that are essential to maintain business satisfaction and confidence in IT by getting guidance on the global best practices.

                The exam format for the ITIL® V3 Intermediate Service Operation certification involves the following:

                Sl. No

                CategoryExam 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:

                • Release Manager
                • Security Administrator
                • Applications Support
                • IT Operations Manager
                • Database Administrator
                • Problem Manager
                • Service Desk and Incident Manager
                • Network Support
                • Security Manager.

                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:

                1. Get more valuable skillsContinual service improvement is an integral part of every stage of the ITIL® service management framework. So, equip yourself with a highly-demanded certification.
                2. Reach CSI best practiceGain the ability to introduce a cycle of service management improvements by learning the best practice.
                3. Be effective in what you doLearn to improve each stage of the ITIL® lifecycle and focus on effectiveness across services, processes, and costs by getting guidance to be able to identify opportunities.

                The exam format for the ITIL® V3 Intermediate Continual Service Improvement certification includes the following:

                Sl. No

                CategoryExam 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:

                • CIOs
                • CTOs
                • Business Relationship Managers
                • Cyber Resilience Consultants
                • Service Level Managers
                • IT Security Architects
                • Business Continuity Managers
                • IT Consultants
                • IT Audit Managers
                • Any IT professional involved in continual service improvement.

                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:

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

                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:

                1. Get more valuable skillsGet yourself equipped with a highly-demanded certification.
                2. Learn OSA best practiceEquip yourself with the best practices in order to manage the everyday operation of IT services.
                3. Deliver efficient servicesGet an understanding of the ways to implement the ITIL® processes that will enable you to deliver and support services to the customers.

                The exam format for the ITIL® V3 Intermediate Operational Support and Analysis certification includes the following:

                Sl. No

                CategoryExam 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:

                • Configuration Managers
                • Availability Managers
                • System Software
                • Applications Support
                • IT Operations Managers
                • Network Control and Operation
                • Database Administrators
                • Problem Manager
                • Network Support.

                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:

                1. Get more valuable skillsGet equipped with a highly-demanded certification.
                2. Learn PPO best practiceDeliver services that meet business needs by equipping yourself with the knowledge of the best practices.
                3. Understand the processesGet a valuable understanding of the ITIL® Service Design processes.

                The exam format for the ITIL® V3 Intermediate IT Planning, Protection, and Optimisation certification includes the following:

                Sl. No

                CategoryExam 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:

                • Capacity Managers
                • Availability Managers
                • Change Managers
                • Security Administrators
                • Applications Support
                • IT Operations Managers
                • Network Control and Operation
                • Network Support
                • Business Continuity Managers
                • Security Managers
                • Service Portfolio Managers
                • Supplier Relationship Managers.

                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:

                1. Get more valuable skills: Add certification to your profile which is highly-demanded.
                2. Learn RCV best practice: Deliver services in order to meet the business needs by equipping yourself with the best practices.
                3. Understand the processes: Get a valuable understanding of the ITIL® Service Transition processes.

                The exam format of the ITIL® V3 Intermediate Release, Control, and Validation certification includes the following:

                Sl. No

                CategoryExam 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:

                • Release Manager
                • Security Administrator
                • IT Operations Manager
                • Database Administrator
                • Security Manager.

                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 organisatiions 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.

                You can reap the following benefits out of the ITIL® V3 Service Offerings and Agreements certification:

                1. Gain valuable skills: Get equipped with a highly-demanded certification.
                2. Learn SOA best practice: Deliver services that meet the business needs by learning the best practice.
                3. Provide reliable service: Get guidance on how service offerings can be developed to support both business and user needs along with a valuable understanding of the five stages of ITIL® lifecycle.

                The exam format of the ITIL® V3 Intermediate Service Offerings and Agreements certification includes:

                Sl. No

                CategoryExam 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:

                • IT Management
                • IT Finance Manager
                • Capacity Manager
                • Availability Manager
                • Service Level Manager
                • Business Continuity Manager
                • Service Portfolio Manager
                • Supplier Relationship Manager.

                ITIL® V3 Practitioner

                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:

                • Organisational Change Management
                • Communication
                • Measurement and Metrics.

                The 9 Guiding Principles that are followed by ITIL® V3 Practitioner are as follows:

                • Focus on value
                • Design for Experience
                • Start where you are
                • Work holistically
                • Progress iteratively
                • Observe directly
                • Be transparent
                • Collaborate
                • Keep it simple.

                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:

                • Learn the ‘how to’The ITIL® V3 Practitioner certification helps you to learn to apply and adapt ITIL® within an organization.
                • Make a differenceEquip yourself with the new practical techniques in order to make a difference in your workplace.
                • Leverage CSIMaximize the benefits of ITIL® and make a measurable impact by leveraging Continual Service Improvement.

                The exam format of ITIL® Practitioner certification includes the following:

                Sl. No

                CategoryExam 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:

                • Professionals who have already obtained the ITIL® V3 Foundation Certification
                • Professionals with a basic understanding of IT Service Management.

                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

                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 2011 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.

                1. Service strategy basically develops a strategy that will fulfill business needs in an optimal manner.
                2. Service design makes sure that new services are developed to meet user’s expectations.
                3. Service transition involves designing, testing, and production of the service.
                4. Service operation ensures the delivery of the service and also resolving service disruption.
                5. Continual service improvement improves the effectiveness and efficiency of the service.

                The ITIL® V3 2011 Certification comprised of a series of qualifications which focused on different aspects of ITIL best practice to various degrees of depth and detail. The ITIL expert certification was for professionals who wanted to become experts in ITIL best practices.

                Under the ITIL® V3 2011 Certification Scheme:

                If you are not aware of the  ITIL® V3 2011 Certification Scheme then check out the entire journey of the credit system according to the certification scheme through the following chart:

                Sl No.

                Certification Names

                Credits Awarded

                1.

                ITIL® Foundation Level

                2

                2.

                ITIL® Practitioner Level

                3

                3.

                ITIL® Intermediate Level

                Service Lifecycle modules

                ITIL® Service Strategy

                3 credits per module

                ITIL® Service Design

                ITIL® Service Transition

                ITIL® Service Operation

                ITIL® CSI

                Service Capacity Modules

                ITIL® RCV

                4 credits per module

                ITIL® PPO

                ITIL® SOA

                ITIL® OSA

                4.

                ITIL® MALC Certification

                5

                5.

                ITIL® Expert Level

                6.

                ITIL® Master Level

                According to the official ITIL® Update, “ITIL® 2011 is an update of the previous version and not a new version”. Actually, new concepts have not been added, the aim of the update is to “deal with errors in the text and diagrams in the whole system”. Apart from these bigger changes, many clarifications and enhancements were introduced throughout all parts of the books on a smaller scale.

                The update also considers feedback from the user and training community. ITIL® 2011 has introduced a new set of strategic processes, including Strategy Management for IT Services and Business Relationship Management. These fall under the Service Strategy Module.

                The ITIL® V3 is the 3rd version of ITIL® which was launched in 2007 and it is no longer being offered, though it serves as the foundation of the ITIL® 2011. The current iteration ITIL® 2011 was launched in July 2011 as an update of V3, which was done in order to resolve mistakes and inconsistencies found across all library texts and diagrams

                The ITIL® Version 3 was first released in 2007 following two previous versions starting from 1989 to 2006. It was updated to 26 processes and functions and was commonly referred to as the ITIL® 2007 Edition.The ITIL® V3 was updated in July 2011 and was divided into 5 stages which include Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. These 5 stages or modules form the core guidance encapsulated in the ITIL® framework for IT service managers globally.

                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:

                FeaturesITIL® V3 (old version of ITIL® certification)ITIL® V4 (new version of ITIL® certification)
                AboutThe 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?
                1. Business managers
                2. IT professionals
                3. Project managers
                4. Business process owners
                5. Individuals and students interested in IT Services Management.
                1. Existing and aspiring ITSM Managers
                2. Individuals beginning their Service Management journey
                3. ITIL certified professionals who want upskill
                4. Professionals working in other areas of IT like product development and services.
                Levels of Certification
                • ITIL® V3 Foundation
                • ITIL® V3 Practitioner
                • ITIL® V3 Intermediate

                1. Service Lifecycle Modules2. Service Strategy Modules

                • ITIL® MALC Certification
                • ITIL® V3 Expert
                • ITIL® V3 Master.

                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.
                Curriculum
                1. Introduction To ITIL®
                2. Service Strategy
                3. Service Design
                4. Service Transition
                5. Continual Service Improvement
                6. Functions
                7. Roles, Responsibilities and Competence.
                1. Key concepts of service management
                2. ITIL guiding principles
                3. The four dimensions of service management
                4. The purpose and components of the ITIL service value system
                5. The key activities of the service value chain
                6. The key ITIL practices.
                Exam
                1. Multiple choice examination questions
                2. 40 questions
                3. 26 marks required to pass (out of 40 available) -65%
                4. 60 minutes duration
                5. Closed book
                1. Multiple choice examination questions
                2. 40 questions
                3. 26 marks required to pass (out of 40 available) -65%
                4. 60 minutes duration
                5. Closed book
                The process after ITIL Foundation Course
                1. ITIL® V3 foundation exam (Mandatory for any higher level of certification)
                2. ITIL® practitioner certification
                3. ITIL® intermediate certifications
                4. ITIL® expert certification
                5. ITIL® master certification.

                After ITIL® V4 foundation certification, candidates can earn the ITIL Managing Professional designation. Provided they complete the following four modules:

                • Create, Deliver & Support
                • Drive Stakeholder Value
                • High Velocity IT
                • Direct, Plan and Improve (IT Strategist Module)

                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:

                • Direct, Plan and Improve (IT Strategist Module)
                • Digital and IT Strategy (ITIL Leader Module)

                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.

                ITIL® V3 and ITIL® 2011 are both versions of ITIL®. ITIL® V3 is the 3rd version of ITIL® and isn’t offered anymore; rather it has been updated to ITIL® 2011 which includes more examples and practical guidelines. The ITIL® V3 and ITIL® 2011 are considered to be the same because they both have five life-cycle publications with only a few changes in the various parts on the publications.

                The few changes include the introduction of strategy management for IT services, changes made to service design, redesigning service level management, changes to service transition, changes to service operation and changes to continual service improvement.

                AXELOS released  ITIL® V3 in 2007 as a successor to ITIL® V2 and completely revised its version catering to the modern trends and needs of the industry. Some of the key differences that were made are as follows: 

                ParameterITIL® V2ITIL® V3
                ApproachProcess-oriented approachService-oriented approach
                Process flowLinear: From business to infrastructureFlexible: Hub-and-spoke structure
                CoverageSupport and delivery of servicesAll aspects or full lifecycle of services
                Publication700-page publication1400-page publication
                Help in understandingOffers little help to ITSM peopleClearly defines roles and responsibilities
                Tackling a processAims to select what should be done to improve a processAims to plan and decide how a process can be improved

                Yes, you can earn 17 credits through the certification scheme under ITIL® V3 2011 to transition to the ITIL® V4 Managing Professional Transition module.

                AXELOS strongly recommends the transition to ITIL® V4 to the candidates who have achieved 17 credits under the ITIL® V3 Certification Scheme by taking the ITIL® V4 Managing Professional Transition module instead of continuing with ITIL® MALC.

                The entire framework of ITIL® is divided into five broad stages/components:

                1. Service Strategy
                2. Service Design
                3. Service Transition
                4. Service Operation
                5. Continual Service Improvement

                In a nutshell, Service strategy basically develops a strategy that will fulfill business needs in an optimal manner.Service Design, as the name implies, designs innovative and tailored IT services that suit the business requirements for current and future purposes.Once the design is created, the stage of Service Transition is reached during which the suggested design solution is evaluated, developed and tested. Once it is found to work, it is implemented as a changed service.The next stage, that of the Service Lifecycle, takes care of the execution of daily operations in the best possible manner, with reduced cost and increased quality.Continual service improvement revisits and reshapes all IT services and processes in line with evolving business needs, to render continuous improvements.

                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:

                1. Better equipped: ITIL® V3 2011 training gives you more insight into the ITIL framework and hence, you can manage the work better. Further, it will enable you to appreciate the need and application of the activities and processes involved in ITIL which will enhance your productivity and help you work more efficiently.
                2. Better pay: You always have better job prospects once you complete your ITIL® V3 2011 certification. The certification gives you an upper hand in the ITSM sphere compared to other non-certified candidates. An ITIL® V3 2011 certified professional can expect more than a 15% hike in his/her average annual salary in India & the US. Although, the salary figures can vary from individual to individual based on total years of work experience you can be assured about an increment in your salary after the completion of the ITIL® V3 2011 certification.
                3. Recognition of expertise: Having an ITIL® V3 2011 certification under your belt will help you to get recognized for both your expertise and skills in managing the services in your organisation. Be assured that both your senior management and colleagues would appreciate your effective management of the services and processes.
                4. Common terminology: ITIL® V3 2011 certification exposes you to the ITIL framework which helps you to know the common terminologies used across industries and countries.
                5. Holistic view: The ITIL® V3 2011 Certification training gives you a detailed insight into the role of IT service and infrastructure in various businesses. This helps you to understand the bigger picture and enables you to make a valuable contribution to the organisation.

                There are no prerequisites to enroll for the ITIL® V3 2011 Foundation Level Certification. It is an entry-level certification which offers general awareness of the basic concepts, key elements, and the technologies used in the ITIL lifecycle and covers all the 5 areas of the service lifecycle including the linkage between different stages of the ITIL lifecycle. You earn 2 credits once you complete the ITIL® V3 2011 Foundation Level Certification.

                Once you complete your ITIL® V3 2011 Foundation Level Certification, you’re eligible to appear for the ITIL® V3 2011 Practitioner Level Certification. It is the latest entry in the ITIL® V3 2011 certification program and the exam was conducted for the first time in the year 2016.The ITIL® V3 2011 Practitioner Level Certification was developed in order to bridge the gap between the foundation and the intermediate levels. You get awarded with 3 credits on completion of the Practitioner level course.

                The ITIL® V3 2011 Intermediate Level Certification comprises of Service Lifecycle and Service Capacity modules where each module focuses on a different aspect of IT Service Management. The modules included under both the categories are as follows:

                Categories

                Modules

                Credits Awarded

                Service Lifecycle modules

                ITIL Service Strategy

                3

                ITIL Service Design

                3

                ITIL Service Transition

                3

                ITIL Service Operation

                3

                ITIL CSI

                3

                Service Capacity Modules

                ITIL RCV

                4

                ITIL PPO

                4

                ITIL SOA

                4

                ITIL OSA

                4

                You need to earn 17 credits by completing a selection of these modules along with 2 credits by completing the Foundation level certification in order to proceed to the MALC level certification.

                The ITIL® V3 2011 credit system has been designed in order to enable candidates towards selecting a balanced portfolio of certifications.The process is supported by the ITIL® V3 2011 Credit Administration Policy which helps the candidates to choose the best ITIL® certification combinations for the ITIL® Expert level applications. There are three degrees of overlap which can be identified between specific combinations of ITIL® certifications based on the percentage of duplicate ITIL® content, namely, low, moderate, and high.

                Yes, as a candidate you must have a total of 22 credits in order to be eligible for the ITIL® V3 2011 Expert Level certification. It is a prerequisite for the ITIL® V3 2011 Master Level certification and is an advanced certification which covers all the practices and processes across all disciplines of ITIL® in details.Once you get certified as an ITIL® V3 2011 Expert, you can work for large organisations and help realign, restructure, and improve their IT practices in order to help them make the best out of their resources.

                No, they are not the same thing. ITIL® V3 is no longer being offered because it is regarded as being outdated. However, 2011 is not a newer version but an update. In ITIL® certification, updating a version does not affect the validity of an existing certificate. It can still be used to secure high-paying jobs in the IT world because it is in high demand.Regarding the ITIL® 2011 update, the reason it is not a new version is that no new concept or idea was added to it but the update was aimed at resolving some identified errors and irregularities found across all library texts and diagrams.

                There is no fixed syllabus or training course that you can take up to get ITIL® V3 2011 Master Level certified. You need to choose a situation of your choice to get this certification.Once you get ITIL® V3 2011 Master Level certified, it validates your ability to apply the ITIL® methods, principles, and techniques in the workplace or in practical assignments involving real-world situations.

                ITIL® is for anyone interested in being an IT professional or individuals who are interested in boosting their skills in Information technology. Employees can also sit for ITIL® examination to stand out from their peers and also avail of greater opportunities in job promotion and salary increase.ITIL® is also for businesses interested in improving customer satisfaction, reducing the cost of service development and deployment and also providing their services with no glitch.ITIL® is for everyone, be it individuals or organizations who want a positive change in the business environment.

                Yes, you can use a maximum of 6 credits from the credits which you can earn from complementary qualifications to make up the required total. You can earn 1.5 credits from each of the endorsed complementary certifications, that are, Specialist Certificate in Business Relationship Management, Specialist Certificate in Problem Management, and Specialist Certificate in Supplier Management.The list of Complimentary qualifications and the number of credits you can earn are as follows:

                Sl No

                Name of Complementary Qualification

                Number of Credits

                1.

                Problem Analyst

                1.5 credits

                2.

                Lean IT

                0.5 credits

                3.

                ISO/IEC 20000

                Foundation/Auditor

                1 credit each

                Practitioner

                1.5 credits

                4.

                Service Catalogue

                1.5 credits

                5.

                IT Service Management Foundation based on ISO/IEC 20000

                1.0 credits

                6.

                Certified Process Design Engineer (CPDE)

                1.5 credits

                7.

                BCS Specialist Qualifications: Specialist Certificate in Service Desk and Incident Management Specialist Certificate in Change Management

                Specialist Certificate in Service Level Management

                8.

                Configuration Management Database

                1.5 credits

                9.

                Change Analyst

                1.5 credits

                10.

                Sourcing Governance Foundation (SGF)

                1.0 credits

                11.

                BiSL

                0.5 credits

                12.

                ASL2

                1.0 credits

                13.

                ISO/IEC 27001

                1.0 credits

                There are no prerequisites for attending this ITIL® Foundation course.

                The cost components involved in the ITIL® V3 2011 Certification are as follows:

                • ITIL Exam
                • ITIL Course
                • ITIL Study Guide
                • ITIL Practice Tests
                • Other Resources

                You need to adopt the PDCA Cycle or Plan-Do-Check-Act method to prepare for your ITIL® V3 2011 Certification exam. The PDCA Cycle consists of:

                • Plan: You need to complete one round of reading the ITIL lifecycle and create a study plan. Moreover, you need to answer ITIL Foundation exam questions and take full-length practice tests.
                • Do: In this step, you need to put your plan into action by implementing it.
                • Check: Once you implement your plan, you need to review your scores and assess the areas for improvement.
                • Act: Once you figure out the areas that you need to improve, you need to try and improve it through revision, taking the test, and review until you acquire your target score.

                Modules with 0-19% of overlap which covers different areas or aspects of the ITIL® Best Practice guidance is considered as a low degree of overlap. Candidates selecting modules in this range are permitted to use both certifications and credits earned together in their Expert application.

                Modules which fall in the range of 20-39% cover a moderate percentage of similar ITIL® content. This degree of overlap is commonly seen between the Capability and Lifecycle certifications. The same functions and processes are covered to different depths of detail and are resident in both.In this range, you should build a certification portfolio which covers as many ITIL® disciplines as possible and avoids taking Intermediate modules.

                A high degree of overlap consists of 40% overlap which is significant enough to compromise a balanced knowledge base of the full ITIL® Intermediate module spectrum. It is only found between certain combinations of Practitioner (ITIL V2) and Intermediate certifications.As a potential Expert candidate, you should be aware of the policy while selecting Intermediate modules, particularly those who hold ITIL® certifications from the earlier version.The Practitioner and Intermediate module combinations in this range are outlined in the following table with their credit values:

                Practitioner Module Overlaps

                Overlaps with Intermediate Module

                Percentage of Overlap

                IPAD- ITIL Practitioner Agree and Define (3.5)

                SOA- Service Offerings and Agreements (4)

                44

                IPPI- ITIL Practitioner Plan and Improve (3.5)

                PPO- Planning, Protection, and Optimisation (4)

                49

                IPRC- ITIL Practitioner Release and Control (3.5)

                RCV- Release, Control, and Validation (4)

                40

                CCR- Change Configuration and Release (3.5)

                44

                Once you obtain the certificate, you can add the credential in your resume for as long as you want. There is no expiration for the  ITIL® V3 certificate. However, the versions of the certifications keep getting updated. Hence the change is constant. Currently, there are 4 versions of the certification.So what about those who obtained the previous editions of the certificates?The  ITIL® Examination organized a “Bridge Course” or “bridging programs” which are intended to help the candidates who have previous versions of certifications to upgrade to the latest versions.

                ITIL® Foundation

                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:

                1. Multiple choice examination questions 
                2. 40 questions 
                3. 26 marks required to pass (out of 40 available) - 65%  
                4. 60 minutes duration 
                5. Closed book.

                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.

                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.

                If you have completed the ITIL® V3 Foundation and achieved 2 credits then the approach recommended by AXELOS is to take ITIL® V4 Foundation which will enable you to make a transition to the new scheme.ITIL® V4 Foundation comprises of a large number of new materials for which you need to take a new single exam in order to assess your knowledge of the new ITIL® V4 Foundation guidelines.

                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®

                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.

                ITIL Overview (ITIL® V1, ITIL® V2, ITIL® V3, ITIL® V3 2011, ITIL® V4)

                1. ITIL® V1 - The BeginningThe first version of ITIL® was very technical in nature.Primary Focus of ITIL® V1:It included topics such as backup power supplies, cabling techniques, and office acoustics which spanned a collection of 40 volumes. It discussed processes involved in service support such as change management, help desk management, and software distribution and control. In the early 1990s, government agencies and large companies across the world began adopting the framework in order to help improve their IT services and delivery capabilities.
                2. ITIL® V2 - The first major revision: the second version of ITIL® was published in 2001 and focused on the elimination of duplicate entries, improvement in the consistency of topics and inclusion of new IT concepts. Primary Focus of ITIL® V2Some of the topics covered in ITIL® V2 was release management, problem management, incident management, security management, service continuity management, and financial management of IT assets.
                3. ITIL® V3 - Introduction of the Service Lifestyle: The ITIL® version 3 or ITIL® V3 was published in the year 2007 which adopted a lifecycle approach to service management with greater emphasis on IT business integration.Primary Focus of ITIL® V3: ITIL® version 3 was another upgrade which consisted of 26 functions and processes and was grouped into 5 stages. It focused on service strategy, service transition, service design, service operation, and continual service improvement. This new version doubled the scope and introduced a few new perspectives and dimensions.
                4. ITIL® 2011 update: The ITIL® V3 2011 was an update made to the 2007 edition of ITIL® V3.

                  Primary Focus of ITIL® 2011 update
                  ITIL® V3 2011 primarily aimed at resolving the errors and inconsistencies in the text and diagrams across the suite. The rewrite, redesign, and use of larger fonts in the ITIL® 2011 books which were done in order to make ITIL® more approachable to the reader made the weight of the books grow by 57% and pages grow by 46%.

                5. ITIL® V4

                  Introduced ITIL Managing Professional(MP) & ITIL Strategic Leader(SL)

                  ITIL® V4 is the latest version of the world’s most popular ITSM framework which was introduced by AXELOS on 28th, February 2019.

                  Primary Focus of ITIL® V4
                  ITIL® V4 majorly consists of two designations, namely, ITIL® Management Professional (MP) and ITIL® Strategic Leader (SL). This new ITIL® version came up with community-driven updates and identifies Agile, DevOps, and Lean as key focus areas for integration with traditional ITIL best practices to address the criticisms of the previous ITIL® versions.

                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:

                1. To begin your ITIL® V4 journey you need to take up ITIL® V4 Foundation
                2. The next step is to choose the modules to achieve one of the designations between ITIL Managing Professional (MP) and ITIL Strategic Leader (SL).

                ITIL® provides an infrastructure to combine the best of capabilities from both, business as well as IT, perspective and provide an optimal service to the customer.

                Benefits of Implementing ITIL® in an organization are to:

                1. Manage the business risk of services
                2. Minimize Service disruption
                3. Quantify and demonstrate the value of service
                4. Benchmark services and maximize ROI
                5. Obtain the value for money.
                1. Manage business risk of services: It helps enable business change, optimize customer experience, and continually work to improve services by providing seven-step improvement processes to identify, prioritize, and improve the services, wherever the opportunity arises. It also manages risk in line with business needs by using:
                  • ITIL® availability management
                  • Capacity management
                  • IT service continuity management
                  • Information security management
                2. Minimize Service disruption: It enables business change, optimizes the customer experience, and also continually improves by identifying, improving, and then eliminating the root causes which eventually leads to the prevention of recurrence of incidents. It also manages risk in line with business needs with the help of below tools:
                  • ITIL® incident management and problem management processes
                  • Develop effective workarounds
                  • Run blameless major incident reviews
                3. Quantify and demonstrate the value of service: It supports business outcomes, optimizes customer experience, and continually improves the services. It also enables business change with the help of the following tools:
                  • ITIL® financial management process
                  • Show improved governance over investments
                4. Benchmark services and maximize ROI: It optimizes customer experience, enables business change, and continually improves services by mapping customer requirements against the investments required to deploy the services customers need. It also manages risk in line with business needs by using:
                  • ITIL® service portfolio management process
                5. Obtain the value for money: It optimizes customer experience, enables business change, and continually improves the services. It also makes sure contracts with suppliers are optimized by using:
                  • ITIL® supplier management process

                ITIL® V3 also introduced 5 basic principles along with their 26 processes & 4 Functions:

                • Service Strategy: Targets customers and market with suitable services.
                  • Strategy Management: After a thorough assessment of competitor, market space, capabilities of the service provider, this process helps in developing as well as implementing the strategy to serve customers.
                  • Service Portfolio Management: This process keeps check on the proposed new requirements and a potential return of investment when a change is introduced to an existing service or even if a new service is proposed.
                  • Financial Management: Financial management provides an indication as to how much deviated the cost of operating the service is from the anticipated cost and, therefore, the potential return of investment.
                  • Demand Management: All the customer demands are fed through to the service provider with the help of this process. This process also ensures that the provider has enough capability to satisfy customer demands.
                  • Business Relationship Management: Rather than targeting customers with random kind of services, this process helps in identifying which kind of services would be the most suitable to a specific customer.
                • Service Design: Caters to new requirements and offers changes and improvements to existing services.
                  • Service Catalogue Management: It is a kind of documentation of an organization which contains the list of services, their purpose, and the value they add to the customer.
                  • Service Level Management: After gathering business requirement, this process helps in dealing with IT services and business needs to find a common goal.
                  • Capacity Management: This process ensures that an organization is capable enough to deliver and support the service according to the agreed terms in an efficient and cost-effective way.
                  • Availability Management: To cater to new business needs, it ensures that IT services are available for the job.
                  • IT Service Continuity Management: After delivery, a service is needed to be supported continuously according to the agreed timelines and costs which this process takes care of.
                  • Information Security Management: As ITIL® involves combining IT with business, it is imperative that IT security is also combined with the business security which this process ensures.
                  • Supplier Management: Its sole purpose is to keep a check on suppliers/dealers and see that all of them adhere to the terms and conditions mentioned in the contracts.
                • Service Transition: Builds and deploys new and modified services.
                  • Transition Planning & Support (TPS): Ensures smooth transition of services into production without any disruption to productivity.
                  • Service validation & Testing (SVT): After service is changed, it is needed to go through validations and testing cases to pass.
                  • Change Evaluation: It assesses any major changes that are needed either in the form of upgradation of an existing service or as a whole new service.
                  • Release & Deployment Management: It builds, tests, and finally deploys the capabilities that are expected from a service. It takes help from the Service Strategy processes to accomplish its aim.
                  • Change Management: Directly responds to the changes in customer needs and aligns them smoothly with business needs.
                  • Service Asset & Configuration Management: It monitors over the services and makes their information ready to be fetched or used.
                  • Knowledge Management: Using a thorough analysis of information and services, this process aims to improve efficiency by reducing the need to rediscover the knowledge.
                • Service Operation: Takes care of operational tasks.
                  • Event Management: By sensing the events throughout the lifecycle of a service, it determines the appropriate action to be taken.
                  • Incident Management: Restoration of productivity as soon as possible through fixing the incident with at least a workaround to reduce direct customer impact.
                  • Problem management: When multiple incidents of the same pattern start occurring, it becomes essential to file a problem and do a comprehensive RCA for the same.
                  • Request fulfillment: It is a mechanism to manage the life cycle of all service requests by catering to what users are formally requesting something from the service provider.
                  • Access management: It controls access to the service. It designates which users are allowed authorization and which are not.
                • Continual Service Improvement: Through continuous learning from past services results, it aims to improve the effectiveness and efficiency of the existing ones.
                  • The 7 improvement process: This process lays down steps to measure and report on service improvement.
                  • Service Measurement: Identifies and quantifies service value which is used further for comparison and improvement purposes.
                  • Service Reporting: After service is measured, all its metrics are needed to be analyzed and reported to the required stakeholder which this process does.

                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:

                1. ITIL® Service Strategy 
                2. ITIL® Service Design 
                3. ITIL® Service Transition  
                4. ITIL® Service Operation  
                5. ITIL® Continual Service Improvement.

                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:

                1. Focus on value
                2. Design for experience
                3. Start where you are
                4. Work holistically
                5. Progress iteratively
                6. Observe directly
                7. Be transparent
                8. Collaborate
                9. Keep it simple

                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?

                1. Business managers
                2. IT professionals
                3. Project managers
                4. Business process owners
                5. Individuals and students were interested in IT Services Management.
                1. Existing and aspiring ITSM Managers
                2. Individuals beginning their Service Management journey
                3. ITIL certified professionals who want to upskill themselves
                4. Professionals working in the other areas of IT like product development and services.

                Levels of Certification

                • ITIL® V3 Foundation
                • ITIL® V3 Practitioner
                • ITIL® V3 Intermediate
                  1. Service Lifecycle Modules
                  2. Service Strategy Modules
                • ITIL® MALC Certification
                • ITIL® V3 Expert
                • ITIL® V3 Master.

                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.

                Foundation Curriculum

                1. Introduction To ITIL®
                2. Service Strategy
                3. Service Design
                4. Service Transition
                5. Continual Service Improvement
                6. Functions
                7. Roles, Responsibilities, and Competence.
                1. Key concepts of service management
                2. ITIL guiding principles
                3. The four dimensions of service management
                4. The purpose and components of the ITIL service value system
                5. The key activities of the service value chain
                6. The key ITIL practices.

                Exam

                1. Multiple choice examination questions
                2. 40 questions
                3. 26 marks required to pass (out of 40 available) -65% 
                4. 60 minutes duration
                5. Closed book
                1. Multiple choice examination questions
                2. 40 questions
                3. 26 marks required to pass (out of 40 available) -65%
                4. 60 minutes duration
                5. Closed book

                The process after ITIL Foundation Course

                1. ITIL® V3 Foundation exam (Mandatory for any higher level of certification)
                2. ITIL® Practitioner certification
                3. ITIL® Intermediate certifications
                4. ITIL® Expert certification
                5. ITIL® Master certification.

                After ITIL® V4 foundation certification, candidates can earn the ITIL Managing Professional designation, provided they complete the following four modules:

                • Create, Deliver & Support
                • Drive Stakeholder Value
                • High Velocity IT
                • Direct, Plan and Improve (IT Strategist Module)

                The second option is to become an ITIL Strategic Leader (ITIL SL) after the ITIL V4 Foundation examCandidates have to finish two modules and must have at least 3 years of managerial experience to become an ITIL SL. The modules are:

                • Direct, Plan and Improve (IT Strategist Module)
                • Digital and IT Strategy (ITIL Leader Module)

                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.

                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

                1. Having an ITIL® Certification helps you to improve your employment prospects.
                2. It helps you to gain a systematic and professionally valued approach to best practice methodology.
                3. It helps you to increase your ability to identify, plan, and support the IT services in a business resulting in increased productivity, effectiveness, and efficiency.
                4. It provides you the knowledge to focus on the needs of the customers and user experience rather than spending too much time on technological issues.
                5. It helps you to concentrate and identify the highest value activities to help the organization.
                6. It teaches you the best practices on how to increase the business productivity effectively.

                The cost of ITIL V3 & ITIL V4 Certification almost remains the same. The ITIL® Certification cost comprises of certain additional or alternative cost components which are, ITIL® Study Guide and ITIL® Practice Tests. While choosing the ITIL® study guide, you can either go for a popular paperback edition or you can bring down your ITIL certification cost by getting a soft copy of the same. The paperback edition of the ITIL® study guide will cost you $30.You can always access the full-length free practice tests for ITIL® V3/ITIL® V4 Certification exam which are available online. Moreover, you can take a step ahead and buy the practice tests offered by some of the professional ITIL Certification exam websites for $25 to $50.

                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:

                1. Service Strategy
                2. Service Design
                3. Service Transition
                4. Service Operation
                5. Continual Service Improvement

                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:

                1. Service Now IT Service
                2. Management Fresh service
                3. Go To Assist
                4. Samanage
                5. InvGate Service Desk

                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.