ITIL® 4 Foundation Certification Training

A comprehensive foundation course for best delivery of digital products, services

  • Leverage ITIL to gain optimal value from IT and digital services
  • Drive creation, delivery, continual improvement of tech-enabled products, services
  • Immersive learning with real-world simulations, case studies, auto-graded assessments, more
  • 220,000 + Professionals trained
  • 250 + Workshops every month
  • 70 + Countries and counting

Level up your ITSM skills

Build the skills that enable enterprises to successfully deliver IT services to customers. Learn how ITIL provides a common language and tools that power collaboration within IT teams, to deliver value across the business. Start with the core concepts and definitions of ITIL 4—the latest evolution of the ITIL framework—and learn about the ITIL 4 service value system. 

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Highlights

  • 16 Hours of Live Instructor-Led Online Sessions

  • Earn 16 PDUs on Course Completion

  • 40 Hours of On-Demand Self-Paced Learning

  • 8 Assessments, 6 Recall Quizzes, More

  • Exam Fee Included in Course Fee

  • Lifetime Access to Courseware

Accredited by

Why ITIL® 4 Foundation?

itil-foundation-certification-training

The future is bright for service management, whether looked at through an IT lens or a business focus. Covid-19 has further put service management under the microscope and delivering business value rather than technology solutions is now the raison d’être for IT Service Management.

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Not sure how to get started? Our Learning Advisor is happy to help you.

Contact Learning Advisor

The KnowledgeHut Advantage

An immersive learning experience

Immersive Learning

immersive-learning
  • On-demand videos
  • Case studies
  • Assessments, flashcards and recall quizzes
  • Comprehensive assignments

Work-like Experiences

Work-like-experiences
  • Activities and real-world simulations
  • Experiential learning
  • Case studies

Outcome-Focussed

Outcome-Driven-Learning
  • Get advanced learner insights.
  • Measure and track skills progress.
  • Identify areas to improve in.

Blended Learning

blended-learning
  • On-demand, self-paced learning anytime. ​​​​
  • One-to-one mentoring from industry experts.
  • Access to discussion forums, community groups.

The KnowledgeHut Edge

Solid Track Record

KnowledgeHut has empowered thousands of professionals with certifications in ITSM.

Experiential Workshops

Activities, team-based exercises, practical case studies: High energy workshops with hands-on learning.

Comprehensive Exam Support

Theoretical and practical learning backed by mock tests. We’re right by you for any certification assistance.

Mentorship by Industry Experts

One-to-one mentorship, real-world tips and time-tested techniques from accredited expert practitioners.

Continual Learning Support

Webinars, e-books, tutorials, articles, and interview questions - we're right by you in your learning journey!

Exclusive Post-Training Sessions

Six months of post-training mentor guidance to overcome challenges in your ITSM career.

Steps to get ITIL® Foundation certified

Strengthen your knowledge and practice of ITIL® processes and concepts with the latest ITIL® 4 certifications. Validate your expertise as an ITIL professional with the ITIL 4 Foundation certification and take advantage of networking opportunities with the best in the industry.

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path to certification
Prerequisites

Prerequisites for the ITIL® 4 Foundation training program

There are no specific prerequisites for this training and the subsequent ITIL®4 Foundation certification exam.

Who should attend this course?

IT professionals

Business managers

Business process owners 

Project managers

ITSM managers

IT professionals in digital

IT professionals in product

IT professionals in development

IT professionals in service

Professionals transitioning to ITIL4

ITIL® 4 Foundation Certification Course Schedules

Can't find the batch you're looking for?

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What you will learn in the ITIL® 4 Foundation Training

1

ITIL® Guiding Principles

Understand the Guiding principles for an effective service management decision.

2

Service Management

Understand the Four Dimensions of Service Management and factors that influence it.

3

Governance

Learn about basic governance structuring and modeling.

4

Service Value Chain

Learn about service value chain activities and building it at various levels.

5

Governance activities

Develop an understanding of objectives of various management services and systems.

6

Processes and their activities

Get an understanding of activities of Problem Management, Incident Management, Change Enablement etc.

Skills you will gain in the ITIL® 4 Foundation Certification Course

Engage in organizational transformation

Co-create value

Ensure continued agility

Bring about continual service improvement

Manage problems, risks and incidences

Minimize service disruption

Quantify and demonstrate the value of service

Benchmark services and maximize ROI

Understand and manage customer expectations

Obtain value for money

Transform Your Workforce

Evolve IT skills with your business needs

Whether you’re looking to move from on-premise to the cloud or from monolith to microservices, modernizing your systems can be daunting. Are your teams armed with the digital dexterity they need to tackle whatever comes next?

  • Custom Training Solutions
  • Immersive Learning
  • Learn by doing approach
  • Immediately applicable skills


Skill Up Your Teams
500+ Clients

ITIL 4 Foundation Certification Course Curriculum

Download Curriculum
Video preview 1.

Learning Objectives

Learn about ITIL4, its features, principles and benefits.


  • About ITIL4
  • Components of ITIL4 Framework
  • Benefits of ITIL

Learning Objectives

Explore key concepts on service, its management and value. Learn about stakeholders, products and service relationship.


Topics

  • Service and Service Management
  • Components of Service Value
  • Determine the Value of a Service or Product
  • Stakeholders and Value Creation
  • Products, Services and Service Offering
  • Service Relationship
Video preview 3.

Learning Objectives

Learn in detail about the guiding principles of ITIL.


  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Collaborate and promote visibility
  • Think and work holistically
  • Keep it simple and practical
  • Optimize and automate

Learning Objectives

Learn more about ITIL service value system, chain and streams.


  • Organization and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
  • External factors

Learning Objectives

Learn more about ITIL service value system, chain and streams.


Topics

  • ITIL Service Value System
  • Service Value Chain
  • Service Value Streams
Video preview 6.

Learning Objectives

Learn more about different types of ITSM.


  • Information Security Management
  • Relationship Management
  • Supplier Management
  • Service Level Management
  • IT Asset Management
  • Service Configuration Management
  • Change Enablement
  • Release Management Practices
  • Release Management
  • Deployment Management
  • Monitoring and Event Management
  • Incident Management
  • Problem Management
  • Service Request Management
  • Service Desk
  • Continual Improvement

ITIL 4 Foundation Training and Certification FAQs

ITIL 4 Foundation Training

Our ITIL Foundation certification training has been designed to help you embark on a successful ITSM career by mastering the principles of the ITIL framework. By the end of the course you will gain the expertise to:

  • Build products and services and co-create value with stakeholders and customers
  • Apply the guiding principles of the ITIL framework to ensure business value
  • Master and apply the key concepts of DevOps, Agile and Lean to deliver organizational goals
  • Apply the four dimensions of Service Management to different areas of service

Our ITIL Foundation Training aims to equip you with all the skills to be an effective ITSM practitioner. You will develop practical skills across the principles of ITSM:

  1. Engage in organizational transformation
  2. Co-create value
  3. Ensure continued agility
  4. Bring about continual service improvement 
  5. Manage problems, risks and incidences 
  6. Minimize service disruption
  7. Quantify and demonstrate the value of service
  8. Benchmark services and maximize ROI
  9. Understand and manage customer expectations
  10. Obtain value for money
  11. Device for knowledge
  12. Concentrate on content
  13. Explore holistically
  14. Commence where you are
  15. Study directly
  16. Develop iteratively
  17. Associate
  18. Be fair
  19. Keep it simple

The ITIL Foundation certification helps you:

  • Get a better understanding of how to enhance IT services within an organization
  • Be more informed about IT service management
  • Adapt the ITIL framework to your organizational structure
  • Enhance your earning potential
  • Aim for higher ITIL certifications and elevate your ITSM career

This course is for anyone looking to develop service management skills:

  • IT professionals
  • Business managers 
  • Business process owners
  • Project managers
  • 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 ITIL4
  • Students with an interest in IT Services Management will also benefit from our course. 

There are no prerequisites to take the ITIL Foundation training and the subsequent ITIL4 Foundation exam.

Once you have gained ITIL4 Foundation, you can consider the ITIL4 Managing Professional Modules, a stream of 4 Modules that include: 

Yes, you will get free e-learning access to over 100 courses that will be available at KnowledgeHut for one year.

You will earn 16 PDUs by participating in the ITIL Foundation Training program. These can be used for recertification from PMI® Inc.

For further information about PDUs, please reach us at support@knowledgehut.com.

ITIL 4 Foundation Certification

The ITIL Foundation Certification is offered by AXELOS, a world-renowned body dedicated to managing, developing and growing the global best practice portfolio of ITIL.

You can self-study for the Foundation exam or take training in another format, such as distance learning. But if you choose to train from a provider, you must ensure that they are an AXELOS Accredited Training Organization.

There are two ways to get the ITIL Foundation certifications:

  • Method 1

Join an ITIL training course with an Accredited Training Organization (ATO). KnowledgeHut is an ATO with PeopleCert® and a certified partner of AXELOS. You will receive comprehensive exam preparation support and your exam fee is covered in the course fee.  

Step 1: Register for KnowledgeHut’s ITIL Foundation course and attend the 2-day training.
Step 2: Take the online ITIL Foundation exam (you will receive the exam key from PeopleCert®). Get a minimum score of 65% in this 60-minute closed-book exam.
Step 3: Download the ITIL Foundation certificate and become a leader in your ITSM team!  

  • Method 2 

Prepare for the exam on your own, buy and exam voucher and schedule the exam. You will obtain the certification only on adequately clearing the exam.

No, the ITIL4 Foundation certification does not expire.

Yes, you will receive a course completion certificate on completing the course.

ITIL 4 Foundation Exam

The exam is conducted through PeopleCert®. (KnowledgeHut is an ATO with PeopleCert®.)

The ITIL4 Foundation certification exam is an online, closed-book exam. The format is:

  • Type: Multiple Choice Questions
  • Number of questions: 40
  • Duration: 60 minutes
  • Pass mark: 65%

The Foundation exam covers Continuous Service Improvement, Service Strategy, Service Design, Service Transition, and Service Operation.

After you complete your 2-day ITIL Foundation course, you will receive an email from PeopleCert® with details you need to attempt the exam.

No, you will have a time limit of 60 minutes and will not be able to pause the test. If you accidentally close the window, then you’ll be able to reopen it immediately. In case your exam page freezes, you can refresh the web browser and you will be able to continue the exam from where you left it. Similarly, if your web browser has a problem, you can go to the start link available in your email and you should be taken back to the last question you were on.

If you fail, you can apply for a re-evaluation of the ITIL Foundation exam at an additional cost. The re-evaluation fee is refundable if the outcome is decided in your favour. If it isn’t though, you’ll end up losing the appeal fee, and would need to buy a fresh exam voucher.

Yes. The PeopleCert® allows you to retake the ITIL Foundation exam if you fail.

Yes. PeopleCert® allows you to retake the ITIL Foundation exam as many times as you’d like. However, there is a cost associated for each attempt.

PeopleCert® announces the final results within 2 business days after your answers are officially submitted to them by the exam supervisor. Your profile at PeopleCert needs to be complete, without which your Official Results will not be released.

ITIL Workshop Experience

The ITIL4 Foundation workshop at KnowledgeHut is delivered through PRISM, our immersive learning experience platform, via two modes of delivery:

Blended learning:

  • Get the best of both worlds with live and interactive instructor-led training sessions along with the convenience and flexibility of self-paced learning.   
  • Listen, learn, ask questions, and get all your doubts clarified from your instructor, who is an experienced practitioner.   
  • You also get to collaborate and learn from the experience of your peers in real-world simulations and activities. 

On-Demand Self-Learning:

  • Learn conveniently at your own pace, whenever and wherever you choose and benefit from the limitless educational possibility that comes with lifetime access. The entire courseware and all the features of our immersive learning experience platform will remain at your fingertips whenever you wish to refresh concepts and clear your doubts.

All of KnowledgeHut’s ITIL Foundation Certification training is delivered by experienced accredited experts who are:

  • Masters in ITIL and have immense experience in leading, applying, coaching, and teaching it 
  • Skilled in ITSM
  • Industry practitioners active in IT operations and the field of IT management.  

Our dedicated team of coaches deliver training on par with the standard of excellence as set out by AXELOS. Every candidate receives the same high-quality content irrespective of the trainer and the location. 

The conventional in-person ITIL Foundation Training was earlier delivered as a 16-hour, 2-day training course. The online ITIL Foundation Training is now 14-16 hours long.

The online course is divided into several classes of shorter hours, unlike the in-person class that has 2 classes, each 7 to 8 hours long. The instructor uses tools like a webcam for interacting with the participants and participants will also be able to virtually collaborate with one another.

Our workshops are structured in three parts – pre-workshop, workshop and post-workshop – to provide you with a completely immersive learning experience. This tried and tested workshop structure has worked well with thousands of ITSM professionals we’ve helped upskill over the years.

  • Pre-workshop: Take our diagnostic assessment before the workshop and benchmark your skill levels at the start of the course. This allows you to map and demonstrate your skills learning progression as you reach the end of the course.
  • Workshop: Join the live and interactive instructor-led sessions right from within PRISM, our immersive learning experience platform with a state-of-the-art intelligent coding environment. Experience immersive learning with assignments, assessments, recall quizzes, mock tests and much more.
  • Post-workshop: We don’t just impart skills but also want to make sure that you implement them post the course. To help you with this, we are always in touch with you through newsletters, webinars or next version trainings. Some post-training deliverables lined-up for you are: 
  • Instructor-led session recordings
  • Access to alumni network
  • Continued social learning with discussion forums, group messenger and one-to-one messaging.
  • Additional workshops on advanced level concepts
  • Regular emails, blogs, articles, emails, newsletters, tutorials and other such rich informational content.

A unique feature of our ITIL course is the highly engaging, immersive learning you experience. You get to learn, practice, assess, get insights on your learning, and personalize your learning journey.  

LEARN: Engaging self-learning videos, smart flashcards, interactive eBooks and recall quizzes help reinforce your learning. You also get to maximize your learning potential with collaborative social learning via discussion forums and group and one-to-one messaging.  

PRACTICE: Case studies and real-time simulations help you gain confidence and get productive from day one.  

ASSESS: Assess your skills at every stage with a variety of questions ranging from multiple choice to code-based, completely auto-graded by the system. Assignments and projects within our inbuilt and intelligent development environment give you micro “work-like” experiences. Test your subject matter comprehension through diagnostic, module level and final assessments.

GET INSIGHTS: Based on your performance in the assessments, assignments, and projects, you gain deep insights on your progress, which help you identify areas you are good at and where you need to improve. All you need to do is follow recommendations and enhance your skill proficiency from where you are to where you want to get.

PRISM is KnowledgeHut’s state-of-the-art learning experience platform. PRISM is designed to provide a highly engaging, immersive learning experience with you at the center of the learning.

PRISM supports all types of courses, including on-demand self-paced learning, blended learning, and live virtual classes. Here are some key features of the platform:

  1. Learners can watch videos, join live sessions directly, and even book 1 - 1 mentoring sessions with expert instructors easily, using a single dashboard.
  2. Integrated Practice Environment runs directly in the user’s browser, offering a complete set of development tools to allow learners to practice what they’ve learned. 
  3. Feature-rich videos with detailed explanations are augmented by flash cards, interactive e-reading content and quick recall quizzes designed to strategically reinforce learning. 
  4. Diagnostic, module-level and final assessments give learners valuable insights, allowing them to map and demonstrate their skills learning progression through the course.
  5. Learners get micro work-like experiences from auto-graded projects that help them learn on the job, much like developers in leading tech companies.
  6. Social Learning tools include a discussion board that features questions posted by other learners on the system and responses by both mentors and learners. Additionally, one-to-one and group messaging is also available.
  7. Comprehensive reports give both organizations and learners a deep and thorough insight into skills progression.

The ITIL4 Foundation course material comprises of the study plan and all relevant assignments, assessments, or case studies. All the course material will be available on PRISM.

The ITIL4 Foundation sessions would be auto recorded on PRISM, subject to permission by AXELOS and the instructor. Based on the permissions, you would have lifetime access to the video recordings of the sessions as well.

Our workshops are currently held online and anyone with a stable internet from anywhere across the world can benefit from this to get ITIL certified.  You can check out the schedules here.

Schedules for our upcoming workshops in Agile and Scrum can be found here.

You will receive a registration link from PRISM to your e-mail id. You will have to set your password, log in to our Immersive Learning Experience platform and start your learning journey.

You will have lifetime access to the entire Self-Paced Learning material including on-demand videos, assessments, quizzes, ebooks/case studies and more.

You can attempt the recall quizzes any number of times. Assessments can be taken twice.

We currently use the Zoom platform for video conferencing and will soon be adding more integrations with Webex and Microsoft Teams. However, all the sessions and the recordings will be available right from within our learning platform. Learners will not need to wait for any notifications or links or install any additional software.

Yes, there are other participants who actively participates in the class remotely.  They can attend online training from office, home, or any other suitable place.

In case of any queries, our support team is available to you 24/7 via the Help and Support section on PRISM. You can also reach out to your workshop manager on your workshop group messenger.

If you miss a class, you can access the class recordings from PRISM at any time. At the beginning of every session, there will also be a 10-12 minute recapitulation of the previous class.

You will get the benefit of both since this is a blended learning workshop.

No, you will not yet be able to join the training through phone or tab. Please be prepared to join the training on your laptop or desktop.

If you get disconnected during the training, you will have the option to re-join within about half an hour subject to accreditation body guidelines and the instructor’s preference.

Should you have any more questions, please email us on support@knowledgehut.com and we will be happy to get back to you.

Additional FAQs on the ITIL 4 Foundation Certification

About ITIL 4

The latest version of the world’s most popular ITSM framework is called ITIL 4. 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 4: 

The major focus of ITIL 4 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 4 has come up with community-driven updates and identifies Agile, DevOps, and Lean as key focus areas for integration with traditional ITIL best practices to address this criticism.

The certification scheme for becoming an ITIL Master has undergone some changes in ITIL 4. 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 4 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 4:

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

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 and Support
  • ITIL Specialist: Drive Stakeholder Value
  • ITIL Specialist: High-Velocity IT
  • ITIL Strategist: Direct, Plan and Improve

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

  • ITIL 4 Foundation
  • ITIL Strategist: Direct, Plan and Improve
  • ITIL Leader: Digital and 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 4 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 4 Certification Trainer.

ITIL gets updated regularly to meet ever-growing expectations and competition. The latest version is the ITIL 4. The framework has been upgraded to lead business companies to approach new service management challenges. They also assist them in efficiently using modern technology to its highest ability. Flexibility, integration and coordinated systems have been given priority while designing this version.

Purpose and Focus of ITIL 4

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 4 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 and Support
  • ITIL Specialist: Drive Stakeholder Value
  • ITIL Specialist: High Velocity IT
  • ITIL Strategist: Direct, Plan and Improve

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

  • ITIL 4 Foundation
  • ITIL® 4 Strategist: Direct, Plan, and Improve
  • ITIL® 4 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 operation.
  • 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 4 consists of the best practices used in the IT industry for seamless and increased productivity. Some of its benefits are:

  • ITIL 4 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 4 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 4 aims to reduce the gap between the customer and service provider through a holistic approach. ITIL 4 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 4 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.

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 4 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 4 Managing Professional Transition module, then you can continue to collect the V3 credits for an easier transition to ITIL 4.

You need to fulfill certain requirements in order to take up the modules under ITIL®  Managing Professional (ITIL® MP) designation in ITIL 4. 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 4 Foundation. Even if you have an ITIL® V3 Foundation under your belt, AXELOS recommends you to make a transition to ITIL 4 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 4 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 4. The major role of the Managing Professional stream is to provide inputs on technical and practical knowledge required to successfully run IT projects, workflows, and teams.

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

  • ITIL 4 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 4 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 4 in order to continue their ITIL journey.  As this is a part of the 4 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® 4 you must have both ITIL® 4 Managing Professional (ITIL® 4 MP) and ITIL® 4 Strategic Leader (ITIL® 4 SL) designations to be eligible to become an ITIL 4 Master.

There are two paths for obtaining the ITIL Foundation certificate. You can choose to attend a training course with an Accredited Training Organization (ATO) and can then sit the exams at the end of the course. Alternately, you can study privately and then book the exam without a training course via PeopleCert.

No, the ITIL4 Foundation certification is a certification for life; it does not expire.

  • In ITIL v3, the process is a series of activities that are upgraded to practices in ITIL4. In the latter, practices are something you can perform with the help of the right resources.
  • The Service lifecycle of ITIL v3 had 5 stages - Service Strategy, Design, Transition, Operating, and Continual Improvement. It was based on the waterfall model. The ITIL4 framework is based on the Service Value System (SVS) that gives the description of how the activities and components should work together for enabling the organization’s value.
  • The CSI model of ITIL v3 is updated to the CI model of ITIL4. In the ITIL4, the Continual Improvement model provides a structured approach to identify and implement different approval at different organizational levels. It has seven steps that can be compared to the 7-step improvement process of the ITIL v3 framework.
  • The four Ps of the ITIL v3 framework - People, Process, Product, and Partners have been changed to the four dimensions of the ITIL4 framework - People and Organizations, Information and Technology, Suppliers, and Partners, and Processes and Value streams.
  • ITIL v3 framework considers service as a means to deliver value to the customer through the facilitation of the outcomes they want. In the ITIL4 framework, Service is a means of value co-creation through the facilitation of outcomes a customer wants without undergoing any risk of cost.
  • The qualification roadmap for ITIL v3 is:
    • Foundation
    • Practitioner
    • Intermediate
    • Expert
    • Master
  • The qualification roadmap for ITIL4 is:
    • Foundation
    • Managing Professional
    • Strategic Leader
    • Master

Please note that ITIL V3 Practitioner is not mandatory for taking up the Intermediate level. Also, you do not need to take the Strategic Leader level after the Managing Professional level. The only prerequisite for Strategic Leader is the Foundation. 

Your transition from ITIL v3 to ITIL4 will depend on what v3 certifications you have:

  • ITIL v3 Foundation certified
    In this case, the next step is taking the ITIL4 Foundation to transition to the new version. The exam will assess your knowledge of the new guidance.
  • ITIL Intermediate or Practitioner level
    If you have started collecting credits, it is best that you continue collecting credits to make an easy transition to the ITIL4 and get the ITIL Managing Professional designation. You will need 17 credits to take the ITIL Managing Professional Transition. 
  • ITIL v3 Expert
    If you have reached this stage, you can directly take the ITIL Managing Professional Transition module and get the ITIL Managing Professional designation.

In the 1980s, when most organizations were planning to migrate or migrate to digital technology, there was an emergence of best practices of IT Service Management. Later, the term ITIL was introduced to refer to these practices. ITIL or IT Infrastructure Library is a group of documents providing best practices and a framework for building an ITSM or IT Service Management Best Practices. An IT Service Provider who follows the recommended ITIL processes can reduce their service management costs and increase efficiency.

Apart from the best practices, ITIL has also provided common terminologies like Incident, Change, Problem, Knowledge, Configuration Management Database (CMDB), and Configuration Item (CI). All these terms are frequently used by professionals working in IT Service Management.

ITSM or IT Service Management is about people, process, and technology. It is not a software solution. The solution is just one component of ITSM. IT Service Management can be considered a strategic approach to design, deliver, manage, and improve the way IT is used in an organization. Its goal is to ensure that the right people, processes, and technology are in place so that the company can meet its business goals. Most of the ITSM software tools have the following components: 

  • Business objects (group, roles, etc.)
  • Database
  • Process engine

Software solutions used for supporting ITSM are designed to align with the best practice recommendations of ITIL.

ITIL 4 Foundation 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 4 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® 4 scheme.

b) Once you achieve the ITIL® 4 Managing Professional designation then you should also pursue the ITIL® 4 Strategic Leader. You can opt for ITIL 4 Master once you complete the modules under both the designations. AXELOS has introduced ITIL® 4 with a few new modules which you need to take up to become an ITIL® Master. Once you complete the ITIL 4 Foundation, you need to complete the modules under both the designations in order to become an ITIL® 4 Master.The ITIL® 4 modules recommended by AXELOS to become an ITIL 4 Master are as follows:

Designations

Modules

ITIL® Managing Professional (ITIL® MP)

ITIL4 Foundation

ITIL® 4 Specialist: Create, Deliver, and Support

ITIL® 4 Specialist: Drive Stakeholder Value

ITIL® 4 Specialist: High Velocity IT

ITIL® 4 Strategist: Direct, Plan, and Improve

ITIL® Strategic Leader (ITIL® SL)

ITIL 4 Foundation

ITIL® 4 Strategist: Direct, Plan, and Improve

ITIL® 4 Leader: Digital and IT Strategy

The ITIL qualification scheme equips IT professionals with the knowledge of best practices for the efficient execution of IT services and the improvement of service delivery to businesses. Its training focuses not only on technology or processes but also on the capability of the personnel using the technology and deploying the services.

The ITIL qualifications are designed to help customers get value from IT services and ensure that organizations manage their services better in order to grow. The guidelines follow an end-to-end approach and critically assess and find optimal solutions to manage the entire service life-cycle, from requirements identification to the design and creation of the solution or service.

The factors which you should look for while searching for the best ITIL 4 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 4 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.

The examination has certain parameters which the candidate must qualify in order to be eligible to receive the  ITIL foundation certification.

Type

The Question types are MCQ or  Choice Questions. It consists of 40 questions. 

These questions are picked from the  ITIL Foundation Certification question bank.

Duration

The time limit provided is 60 Minutes or 1 hour.

Provisions for additional time relating to language

Candidates who are attempting the examination in a language other than their mother tongue, are allocated 15 mins more than the usual duration, making it 75 mins to complete their examination. They are also allowed to use the dictionary.

Prerequisite

Since ITIL® is a competitive and rather tough examination, an Accredited ITIL Foundation training is recommended. However, it is not a prerequisite. 

Supervised

Yes

Open Book

No

Pass Score

Minimum Marks required - 26/40 or 65%

Delivery

This examination is available in two formats. Computer-based or Paper-based format.

ITIL 4 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 4 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 4 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 remains 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.

Yes, AXELOS recommends that it is mandatory for you to complete all the modules under ITIL® 4 Managing Professional (ITIL® MP) and ITIL® 4 Strategic Leader (ITIL® SL) designations in order to become an ITIL® Master.

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 4 Foundation 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.

The Foundation exam covers Continuous Service Improvement, Service Strategy, Service Design, Service Transition, and Service Operation.

There are two ways through which a candidate can take the exam. The first and most common way is to join an ITIL training course with an Accredited Training Organization. After the end of your training, you will take up the examination. The second option is to do self-study. Once you have covered all the units, you can schedule the exam. Either way, in order to achieve the ITIL Foundation certificate, you have to clear the examination.

The ITIL examinations are administered by AXELOS and the governing bodies under them. They usually declare the exam fees by the end of the year. The syllabus and content keep getting upgraded and hence, the exam fee also keeps changing.

ITIL Foundation exam is an entry-level certification exam for IT personnel who are interested in boosting their skills in Information Technology Service Management. The ITIL Foundation exam fee varies for different countries. In the United States, the exam fee is $314; while it costs £269.00 in the United Kingdom, $314.00 in Canada and AU $395 in Australia. You can get more information about the exam fee from your accredited training course provider in the country you intend to take the certification exam.

There are 40 questions in the ITIL V4 Foundation Certification Exam.

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

  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 usual timeline varies according to the examination center and training provider. However, the average timeline remains the same. Once the examination is over, the candidate will receive the results. The timeline of the result depends on the mode and type of examination. If it's a computer-based examination, the results are delivered immediately but if it’s an essay response examination, it takes 4-8 weeks for the candidate to obtain his/her result.

If the candidate has cleared the examination, he/she will be eligible to receive the  ITIL certification. In case of web-based or computer-based examinations, the official certification takes 2 to 4 weeks to reach the candidate as it is supplied from the official Examination Institute. If the candidate doesn't receive the certificates within the mentioned timeline, it is highly prudent to contact their respective training providers or exam institute.

The ITIL® V3 Foundation exam is for those who want to learn the key elements, concepts, and terminologies in ITIL® service management. It is an entry level qualification which offers you a general knowledge of ITIL® service management.The duration of the exam is just 60 minutes and comprises 40 questions which consist of multiple-choice questions. You will be required to score 65% or more to pass this exam. This implies that you need to answer a minimum of 26 questions correctly from 40 questions.

Country

City

Prometric Address

India

Bangalore

Prometric Testing Pvt Ltd.

Address: 3rd Floor Tower B Prestige

Shantiniketan, Bangalore

Phone: 080 4336 4785

Delhi

Prometric Testing Pvt Ltd.

Address: Iris Tech Park, 2nd Floor Tower A, Sector 48, Gurgaon

Phone: 0124 451 7145

Mumbai

Prometric Testing Pvt Ltd.

Address: 6th Floor, Techniplex1 (Gate No.2), Goregaon (W), Mumbai

Kolkata

Prometric Testing Pvt Ltd.

Address: Millenium City, 9th Floor, Kolkata

Phone: 033 4005 3647

Chennai

Prometric Testing Pvt Ltd.

Address: Unit #8, 3rd Floor, Centennial Square, Chennai

Hyderabad

Prometric Testing Pvt Ltd.

Address: 9th Floor, Unit-2, Kapil Towers IT Block, Hyderabad

Phone: 040 6706 7515

Pune

Prometric Testing Pvt Ltd.

Address: 6th Floor, Techniplex1 (Gate No.2), Goregaon (W), Mumbai

Gurgaon

Prometric Testing Pvt Ltd.

Address: Iris Tech Park, 2nd Floor Tower A, Sector 48, Gurgaon

Phone: 0124 451 7145

Noida

Prometric Testing Pvt Ltd.

Address: Iris Tech Park, 2nd Floor Tower A, Sector 48, Gurgaon

Phone: 0124 451 7145

US

New York

Prometric Testing Center


Address:  80 Broad St #3400, New York, NY 10004, USA


Phone: +1 212-785-0359

Prometric Testing Center


Address: 1250 Broadway, New York, NY 10001, USA


Phone: +1 646-690-0303

Prometric Testing Center


Address: 1 Penn Plaza 17th FL, Suite 1728 New York, NY 10119

Chicago

Prometric


Address: One N LaSalle St #2300, Chicago, IL 60602, USA


Phone: +1 312-683-3628

San Francisco

Prometric


Address: 100 California St #105, San Francisco, CA 94111, USA


Phone: +1 415-362-1311

Atlanta

Georgia State University Counselling and Testing Center


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


Phone: +1 404-413-1640

Prometric Testing Center


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


Phone: +1 770-496-1954

Prometric


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


Phone: +1 770-394-2330

Washington

Prometric


Address: 1629 K St NW #950, Washington, DC 20036, USA


Phone: +1 202-331-3098

Houston

Prometric Test Center #5118


Address: 7111 Harwin Dr, Houston, TX 77036, USA


Phone: +1 832-242-2302

Austin

Prometric Test Center


Address: 2801 S. IH 35 Rear Suite AUSTIN, TX 78741


Phone: +1 512-383-8928

Los Angeles

Educational Testing Services Prometric


Address: 701 NORTH BRAND BLVD SUITE 210

GLENDALE, CA 91203


Phone: +1 818-246-8023

Prometric Testing Center


Address: 5601 W Slauson Ave, Los Angeles, CA 90056, USA


Phone: +1 310-337-6696

Dallas

Prometric


Address: 12342 Coit Rd, Dallas, TX 75251, USA


Phone: +1 972-385-1181

Boston

Prometric


Address: 225 Friend St, Boston, MA 02114, USA


Phone: +1 617-651-3881

Prometric Testing Site


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


Phone: +1 617-277-1674

Minneapolis

Prometric Test Center


Address: Northland Center

3600 American Blvd West Suite 200A

Bloomington, MN 55431


Phone: +1 952-831-1739

Prometric


Address: 1811 Weir Drive Suite 340

Woodbury, MN 55125


Phone: +1 800-967-1139

Prometric Testing


Address: 2001 2nd St SW #145, Rochester, MN 55902, USA


Phone: +1 507-292-9713

Seattle

Prometric Testing Center


Address: 22002 64th Ave W # B, Mountlake Terrace, WA 98043, USA


Phone: +1 425-697-3798

San Jose

Prometric Test Center


Address: 2665 North 1st St Suite 207, San Jose, CA 95134, USA


Phone: +1 408-943-3160

Baltimore

Prometric Work


Address:  1501 South Clinton St, Baltimore, MD 21224, USA


Phone: +1 866-776-6387

UK

London

Prometric


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


Phone: +44 161 868 3111

Birmingham

Prometric


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

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. It means that the voucher has to be used according to the examination guidelines.

Pricing - The voucher price includes additional charges with the addition of VAT.

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

ITIL® V3 Intermediate

ITIL® V3 Intermediate is an industry-recognized certification and is the third level of ITIL® V3 certification.It has a modular structure under which each module provides a different focus on the IT Service Management. All the modules under ITIL® V3 Intermediate certification go more into the details than the Foundation certification.

The new certification scheme that came into the picture after the ITIL® V4 was launched on 28th Feb 2019 which requires you to earn 17 credits to take the ITIL® V4 MP. The modules under ITIL® V3 Intermediate play a pivotal role for professionals who want to make a transition to the ITIL® V4 scheme. The professionals with a solid understanding of ITIL® V3 who move to ITIL® V4 will be able to help their organisation to evolve their service management.

ITIL® V3 Intermediate can be taken up by the professionals who want to make a transition to the ITIL® V4 scheme. The content of the ITIL® V3 Intermediate modules intends to benefit the end learners who are progressing on their ITIL® journey.

The principles, processes, and activities covered under the Service Lifecycle and Service Capability modules of ITIL® V3 Intermediate certification equips you with the essential knowledge that contributes toward a better understanding of the ITIL® V4 concepts that are reflected on the updated framework.

The knowledge that you acquire by taking up the ITIL® V3 Intermediate Certification benefits you in the following ways:

  • 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 strategy by acquiring knowledge and management principles.
  2. Provide vision and direction for Service Management by getting the organisational capability.
  3. Deliver value to the organisation Getting 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 skills Meet the immediate and ongoing needs of organisations and programme by learning to create and launch products and services.
  2. Help align business with IT Gain knowledge of good service design in order to improve the alignment of IT with the overall business and user needs.
  3. Deliver valuable service Convert 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 Managers
  • Availability Managers
  • Service Level Managers
  • Business Continuity Managers
  • Service Portfolio Managers
  • 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 levels Deliver 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 tools Get the tools and techniques to deliver and support services through day-to-day management of the technology.
  3. Maintain business satisfaction Deliver 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 skills Continual 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 practice Gain the ability to introduce a cycle of service management improvements by learning the best practice.
  3. Be effective in what you do Learn 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 skills Get yourself equipped with a highly-demanded certification.
  2. Learn OSA best practice Equip yourself with the best practices in order to manage the everyday operation of IT services.
  3. Deliver efficient services Get 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 O