ITIL® V4 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 (Does not apply for LVC)
  • 2 sample papers to practice for the certification exam
Group Discount
HRDF Claimable

ITIL® Course Overview

What is ITIL®?
The Information Technology Infrastructure Library (ITIL®) is a core set of best practices for IT service management which serve to align IT services with business needs. The latest release of ITIL®V4 is designed to bridge the gap brought on by digital transformation and help professionals and organizations adopt best practices in IT service management for better productivity. ITIL®4 has been designed to provide holistic solutions to embrace lean IT, Agile and DevOps in a cohesive manner.

This 16 hours ITIL® 4 Foundation certification training is aimed at IT professionals who are aspiring to gain the certification and also for those who wish to progress from the Foundation to the higher levels of certification within the ITIL® 4 certification scheme.

Why ITIL® V4?

The latest version of ITIL®, ITIL®4 is well-suited to the present era of digital transformation. This 16-hour ITIL® 4 certification training is meant for IT professionals who are keen on adding this credential to their profile while simultaneously progressing from the Foundation to the higher levels of certification within the ITIL®4 certification scheme. ITIL® 4 has a new and improved scheme that will be compatible with ITIL® V3 and at the same time will help you progress beyond the Foundation level.

Transitioning from V3 to V4

ITIL®V4 has been developed to be compatible with the existing certification scheme while also helping you progress beyond the Foundation level.

ITIL® V4 Certification journey:

The ITIL4 Certification Scheme is comprised of the following modules:


ITIL®V3 Certification Level

 

 The Path for transition to V4

ITIL®

V3 Foundation

Simply take the ITIL® V4 Foundation to transition to the new ITIL® certification.

ITIL® V3 Practitioner

  1. Take ITIL® V4 Foundation and further modules in the area of interest to become ITIL® specialist or strategist
  2. Continue with ITIL® V3 certification until you gather 17 credits and become eligible to take ITIL® MP level

ITIL® V3 Intermediate

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

ITIL® V3 Expert

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

ITIL® V4 Certification journey:

The ITIL4 Certification Scheme is comprised of the following modules:

  • ITIL® Foundation
  • ITIL® Specialist modules/ ITIL® Strategist modules
  • ITIL® Managing Professional (MP)/ ITIL® Strategic Leader(SL)
  • ITIL® Master

ITIL® V4 Exam:

The ITIL® Foundation Exam is an hour long online examination comprising of 40 questions. An extra time of 15 minutes will be given to those candidates who are attending the exam in a language that isn’t their native or working language.

The exam is in objective test format. There is no negative marking. Participants have to score 26 marks (65%) to attain the certification. This is a closed book exam, and electronic devices are not allowed.

Benefits of ITIL® V4 certification

These are some of the benefits of ITIL®V4 certification:

  • ITIL®V4 will aid organizations in transforming digitally and make it easier for them to align emerging technologies in their IT operations, using them to streamline business processes.
  • It will empower professionals with the right awareness to work with Lean, Agile and DevOps and aid in the digital transformation of the organizations they work for.
  • ITIL®V4 will enhance the understanding of developers, practitioners and businesses to practice product and service delivery in a more holistic manner.
  • ITIL® helps organizations in achieving the following objectives:
    • Reduction in IT costs
    • Improvement in quality
    • Reduction in risk
    • Improvement in decision making
    • Increment in productivity
    • Organisation-wide transparency and effective communication.
    • Implementing a culture of adopting a practical approach to service management 
    • Adoption of a common framework of practices

    In these volatile markets, industries need to adopt best practices for process management, in order to ensure that they stay ahead of the competition and generate profits.  Organizations with foresight are already adopting these IT service management practices for better productivity.

    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.

    Who should attend

    • 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!

    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®

    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® V1It 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 revisionThe 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 were release management, problem management, incident management, security management, service continuity management, and financial management of IT assets.
    3. ITIL® V3 - Introduction of the Service LifestyleThe 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® V3ITIL® 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 was 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

    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 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 a 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 a 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 business productivity effectively.

    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:

    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.

    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.

    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.

    An IT operations engineer is a professional with excellent knowledge about troubleshooting complex cloud on-premise deployments. The IT operations engineer must have high technical, analytical, written and verbal skills and must be able to manage difficult problems across technical teams.He is responsible for efficiently designing and developing extensible automated and integrated tools to monitor and scale infrastructure operations. He manages critical problems and incidents and also identifies and resolves faults. An IT operations engineer is responsible for all the company’s infrastructure operations such as storage, server, and staff computers. He or she works on preventive maintenance of hardware and operating system.

    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 organisations 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 organisations 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 organisations 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 V4The ITIL framework can be embraced by every type of business, irrespective of the sector, that wants to provide high quality and service, and an 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 chainITIL guiding principlesITIL practicesGovernance Constant growthThe 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 fundamental base plays 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 asks 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 a 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 till 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 UK.

    Classroom training for ITIL® V4 certification in India would cost you around INR 19,999. These trainings 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 a classroom training for ITIL® V4 certification in 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 (does not apply for LVC)

    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® 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 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 a comprehensive guidance for the management of information technology to the organisations.
    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 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 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 (Mandatoryfor 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® V3 2011 Certification training will help you to understand the service management process. The ITIL framework ensures that there is a consistency and predictability in service delivery across various organisations, units, and processes. The benefits of ITIL® V3 2011 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 but 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 recognised 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® 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 (ATOs) 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 ITIL® V3 2011 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.

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    India

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    Gurgaon

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    Atlanta

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    Boston

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    Minneapolis

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    Prometric


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    Leeds

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    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® 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® Service Lifecycle & ITIL® Processes

    The third version of  ITIL® was released in 2007. It featured five Service Lifecycle stages - Service Design, Service Strategy, Service Operation, Service Transition, and Continual Service Improvement. The 4 processes and functions of version 3 were the modified variant of  ITIL® V2. These were explicitly defined and well structured.List of  ITIL® V3 Processes and functions

    S.NoProcess/FunctionType
    1Access ManagementProcess
    2Application ManagementFunction
    3Availability ManagementProcess
    4Business relationship managementProcess
    5Capacity ManagementProcess
    6Change evaluationProcess
    7Change ManagementProcess
    8Demand ManagementProcess
    9Design ManagementProcess
    10Event Management
    Process
    11Facilities Management
    Function
    12Financial Management for IT Services
    Process
    13Incident Management
    Process
    14Information Security Management
    Process
    15IT Operations Management
    Function
    16IT Security Continuity Management
    Process
    17Knowledge Management
    Process
    18Performance Management
    Function
    19Problem Management
    Process
    20Release & Deployment Management
    Process
    21Request Fulfillment
    Process
    22Service Asset & Configuration Management
    Process
    23Service Catalog Management
    Process
    24Service Desk
    Function
    25Service Level Management
    Process
    26Service Measurement
    Process
    27Service Portfolio Management
    Process
    28Service Reporting
    Process
    29Service Validation & Testing
    Process
    30Software Asset Management
    Process
    31Strategy Management for IT Services
    Process
    32Supplier Management
    Process
    33Technical Management
    Function
    34The 7 Step Improvement Process
    Process
    35Transition Planning & Support
    Process

    The second version updated a new quasi-process to the first set, the Service Support - Service Request Management, which was also called Service Desk.

    The initial version of  ITIL® had 10 processes. These processes were precisely distinguished into two sets - Service Support and Service Delivery. 

    1. The Service Support includes Change Management, Problem Management, Incident Management, Configuration Management, and Release Management.

    2. The Service Delivery deals with Service level management, IT Service Continuity Management, Financial Management, Capacity Management, and Availability Management.

    The five stages involved in ITIL® V3 service lifecycle to provide best practice guidance for IT Service Management are as follows:

    • Service strategy
    • Service design
    • Service transition
    • Service operation
    • Continual service improvement

    ITIL® methodology helps to achieve organizational goals and objectives by outlining roles, processes and responsibilities within the ITIL® framework that guarantee successful delivery of quality and acceptable IT services to customers. By implementing this methodology, suitable processes are developed to utilize, manage and support IT infrastructure.The ITIL® methodology is split into two process areas: Service delivery which aims to improve an organization’s current services while proactively managing capacity for future service needs and Support services which deal with daily business activities using tools, Incident and Configuration management.

    The key ITIL® concepts are:

    1. Deliver the maximum value to customers without requiring them to own unpredicted costs & risks,
    2. Deliver the maximum service value to customers,
    3. Optimize the use of ‘resources’ & ‘capabilities’,
    4. Offer services with the best utility and trustworthy warranty,
    5. Plan the processes to meet specific objectives,
    6. Define roles clearly for the task-oriented collective efforts.

    The objective of the service operation stage in ITIL® is to ensure that IT services are delivered efficiently and effectively within the ITIL® service life-cycle. The main goal of this stage is to lower and if possible, end operational redundancies and service interruptions. Ensuring service operation is carried out smoothly helps to execute SLAs(Service Level Agreements) as smoothly as possible. This stage is important in the ITIL® framework and includes steps like Incident Management, Event Management, Request Fulfillment Management, and Problem Management, to name a few.

    The design of the ITIL® Service Lifecycle enables you to begin at any point in the lifecycle and allows you to adopt as well as adapt the concepts, processes, and activities that address your needs. You can easily identify the activities addressed under each phase of the ITIL® through the following chart:

    ITIL® Principles

    Activities

    Service Strategy

    Identify the customers

    Required services

    Required capabilities

    Identify the method of funding and delivery of the services

    Figure out how the value will be determined

    Identify the one who and how will manage the Business Relationship

    Overall Policies and Objectives for ITSM

    Service Design

    Realise the strategy

    Creation of the Service Catalog

    Come up with design efficient, cost effective services, processes, and policies

    Identify the suppliers and manage them

    Create plans on capacity and availability

    Address the security requirements

    Support Business Continuity Plans

    Create Service Design Package (SDP)

    Service Transition

    Implement new services based on design

    Build, test, and deploy services

    Plan and manage changes to services

    Manage the risk to existing services

    Provide knowledge on service and assets

    Achieve the business value

    Service Operations

    Ensure delivery of services to authorised Users

    Optimisation of the cost and quality

    Operational control optimisation

    Building and maintaining user satisfaction

    Service outage impact minimisation

    Enabling business outcomes

    Continual Service Improvement

    Become more effective, efficient, and adapt to changing business needs gradually

    The ITIL® Service Strategy is one of the five distinct stages/phases in the ITIL® service lifecycle and outlines the plans, designs, and strategies that a service provider needs to adopt to meet the specific needs of any business or organization. By adopting the Service Strategy process, organizations are more market-driven and deliver services and products that businesses need in order to improve their profitability.The ITIL® Service Strategy has 5 distinct processes: Service portfolio management, Financial management for IT services, Demand management, Business relationship management and Strategy management for IT services.

    The service operation is an activity carried out to make sure there are no problems or incidents during the provision of services. Service operation involves processes which include incident management; this happens when the user contacts the help desk when service disruption occurs.Another process is request fulfillment which involves the service desk fulfilling the request of the user. Service operation also deals with any incidents created by applications, operating systems and monitoring tools. Service operation works with access management to ensure that there is enforcement of the information security policy.

    ITIL® service delivery includes the ways and means in which IT services are delivered within a company and is designed to suit the needs of the company based on budgets, people, processes, and outcomes.These services include service level management, capacity management, contingency planning, availability management, and IT financial management, among many others. The services are created, improved on and executed using the ITIL® framework which lays out the best practices and guidelines to achieve the intended goals of the company.

    ITIL® V3 2011 benefits an organisation in the following ways:

    • Predictable service level
    • Improve efficiency
    • Consistency in processes
    • Better risk management
    • Effective change management

    An ITIL® Function is an organizational entity, characterized by a special area of knowledge or experience. A function is a team of people and the resources they used to carry out one or more processes such as facilities management.Functions can also be defined as closed units with the right abilities and resources necessary for achieving the desired performance and results. Functions have means of acquiring their own body of knowledge, backed up by experience. They also provide the optimal structure and stability to the organizations.Several functions may have a part to play in a process. ITIL® 'Processes', are clusters of activities which produce a defined outcome, such as the ITIL® Incident Management process.

    In the ITIL® vocabulary, a function is defined as a group of people and the resources they use to carry out one or more clearly defined processes or activities. An example of a function is the service desk.Functions have the capabilities and resources necessary for optimal performance and results. Through previous experience, they build the necessary capabilities and skills to carry out the required activity to their best possible capability.

    There are 4 functions in ITIL. These are service desk, technical management, IT operations management, and application management. These four components play significant roles in the function of service operation.

    • The service desk—also called by other names such as the help desk —helps in the organization of the entire operation from start to finish and maintains the continuity of the lifecycle process.
    • All the people that work together as professionals in the organization and maintenance of various IT infrastructure are called the technical management team. Apart from planning and implementing various strategies, this team must have the needed skills and also be trained and updated where necessary.
    • It is the function of IT operations management to ensure necessary system backups as well as restore data.
    • Application management ensures that suitable software is developed and implemented to match each business requirement.

    The function of the ITIL® process is to channel certain inputs into defined and discrete outputs within the ITIL® framework. This process is the key to running efficient IT Service Management by IT professionals within the ITIL® framework.Each ITIL® process has a set of tools, activities, and stages that are uniquely designed as inputs to deliver necessary outcomes known as the outputs. The ITIL® process is designed as a package of sequential events that are measurable with a specified outcome which will deliver specific results to users, customers, and other relevant stakeholders.

    Incident management is aimed at restoring the actual service operation as quickly as possible to minimize the adverse effect on business operations, ensuring that the best levels of service quality and availability are delivered.Problem management is aimed at resolving the root cause of incidents to minimize the adverse impact, number, and severity of incidents caused by errors within the IT system and to prevent the recurrence of these errors. It also mitigates the effects of problems on the business and collates the details of the problem and their resolution, recording the details for the help desk.

    The incident manager is responsible for improving productivity across the entire life-cycle of IT tickets and also reducing outages. The incident manager ensures that normal services are restored immediately.Incident managers are in charge of identifying, scheduling and conducting periodic incident reviews. They establish an effective communication with the incident process officer and also they also serve as the focal point for all major incidents. Incident managers ensure that there is a stable improvement in activities, performance, policies, procedures and a proper review of supporting technology.

    The main objective of the incident management process in ITIL® is to restore a normal service operation immediately to reduce its effect on business operation ensuring that the best level of quality service is available and maintained.When there is a reduction or interruption in the quality of IT services, the incident management process quickly restores the IT services to users. It increases and aligns the activities of incident management with those of the organization. It maintains customer satisfaction with the quality IT services and also increases the visibility and communication of incidents to companies and IT support staff.

    A major incident can be defined as an event which has a significant impact or urgency on the organization and which demands an immediate response beyond the routine incident management process. For example, a failed configuration that affects the systems in a major way is termed an incident.

    Problem management is a component of the ITIL® service management life-cycle. Its primary objective is to prevent problems from happening and also to reduce the effect of negative incidents that cannot be prevented. Problem management is responsible for detecting a problem which is referred to as ‘known error’.It logs the incident in the problem database and then it identifies ways to resolve such a problem. It handles root incidents and removes the cause of failed services. When incidents cannot be resolved, the problem management team works with the help desk to reduce preventable incidents, improving the provision of quality services.

    ITIL® describes a problem as the root cause of one or multiple incidents. Problems can be moved up in response to one or more incidents, or they can be raised without the existence of an equivalent incident. Problems cause incidents. Some incidents, such as a faulty mouse at a user’s computer unit, are not pinpointing a deeper problem. Other incidents, such as repeated network failure, create a problem that needs research due to their level of occurrence.Problems include issues such as failing hardware or a poorly configured catalog query. However, problem management decreases the occurrence of such incidents in the long term. When problems cannot be resolved, problem management works alongside the service desk to try to alleviate the impact of the related incidents

    ITIL® Event Management is a process included in the ITIL® Service Operation stage that monitors all events that occur through an organization’s IT infrastructure. It ensures that operations are carried out in a normal mode, detects faulty conditions and analyses and controls them.  Activities within ITIL® event management include event detection, event analysis, and control determination. Its output is necessary for quality control and assurance, and service improvement.

    Service level management is about discussing, negotiating and agreeing with the customer on what IT services should be provided and ensuring that the objective measures are used to determine that the service that has been provided is to the agreed level. It involves determining, bargaining, documenting and agreeing on what new services are provided.Also, its purpose is to manage and review them through the service life-cycle into SLAs for operational services. It also includes monitoring and measuring service performance of all operational services against targets within SLAs and collating, measuring and improving customer satisfaction, in cooperation with business relationship management.

    The aim of service level management is to liaise with the customers concerning service level agreements and also design services according to the agreed service level targets. The service level management is one of the five components in ITIL® which is responsible for creating a framework in which service level agreements and operational level agreements are developed in accordance with the service level target.The service level management partners with business units to identify their requirements and then translates them into IT requirements. Their aim is to develop, implement and then measure service level agreement performance.

    ITIL® focuses on three types of SLA structures:

    1. Service-based SLA- This covers one service for all customers. For instance, the IT service provider provides customer query service for several customers. In a service-based service level agreement, the service level of the customer query service will be similar to that of all the other customers that will use this service. 
    2. Customer-based SLA- A customer-based SLA is an agreement with one customer, and covers all the services used by this same customer. 
    3. Multi-level SLA- This SLA focuses on the organization of the customer. Here all services and their interrelationships with subsidiary services are put into consideration.

    The ultimate goal of Change Management is to make certain IT and the business can be aligned and can be kept associated with most favorable competence and minimal disruption, re-work, and risk through the consistent and effective management of the changes needed to maintain an alliance.Also, the intention of the change management process is to ensure that all changes are managed through the standard procedures that ensure changes are effected on time, meet the specified requirements and are appropriately documented in the Configuration Management System.It also strives to ensure that all changes are recorded and then evaluated, prioritized, planned, implemented and reviewed adequately.

    Capacity management serves to help organizations match their IT resources to business demands, and satisfy the demand for the services by providing sufficient capacity. Capacity management is focused on three sub-processes:

    1. Business Capacity Management
    2. Service Capacity Management
    3. Component Capacity Management

    An SLA is an acronym for Service Level Agreement. This is a formal document that defines a working relationship between parties for a service contract.  The third version of ITIL® defines an SLA as “An Agreement between an IT Service Provider and a Customer. The Service Level Management in ITIL® serves many purposes, including to:

    1. Identify business requirements by working with business units 
    2. Create a range of services, hours of operation, and service performance 
    3. Interpret business requirements into IT requirements 
    4. Develop and maintain a service record, including costs for different levels of service performance 
    5. Perform gap study between business requirements and services.

    ITIL Processes & Functions

    The design of the ITIL® Service Lifecycle enables you to begin at any point in the lifecycle and allows you to adopt as well as adapt the concepts, processes, and activities that address your needs. You can easily identify the activities addressed under each phase of the ITIL® through the following chart:

    ITIL® Principles

    Activities

    Service Strategy

    Identify the customers

    Required services

    Required capabilities

    Identify the method of funding and delivery of the services

    Figure out how the value will be determined

    Identify the one who and how will manage the Business Relationship

    Overall Policies and Objectives for ITSM

    Service Design

    Realise the strategy

    Creation of the Service Catalog

    Come up with design efficient, cost effective services, processes, and policies

    Identify the suppliers and manage them

    Create plans on capacity and availability

    Address the security requirements

    Support Business Continuity Plans

    Create Service Design Package (SDP)

    Service Transition

    Implement new services based on design

    Build, test, and deploy services

    Plan and manage changes to services

    Manage the risk to existing services

    Provide knowledge on service and assets

    Achieve the business value

    Service Operations

    Ensure delivery of services to authorised Users

    Optimisation of the cost and quality

    Operational control optimisation

    Building and maintaining user satisfaction

    Service outage impact minimisation

    Enabling business outcomes

    Continual Service Improvement

    Become more effective, efficient, and adapt to changing business needs gradually

    The ITIL® Service Strategy is one of the five distinct stages/phases in the ITIL® service lifecycle and outlines the plans, designs, and strategies that a service provider needs to adopt to meet the specific needs of any business or organization. By adopting the Service Strategy process, organizations are more market-driven and deliver services and products that businesses need in order to improve their profitability.The ITIL® Service Strategy has 5 distinct processes: Service portfolio management, Financial management for IT services, Demand management, Business relationship management and Strategy management for IT services.

    The service operation is an activity carried out to make sure there are no problems or incidents during the provision of services. Service operation involves processes which include incident management; this happens when the user contacts the help desk when service disruption occurs.Another process is request fulfillment which involves the service desk fulfilling the request of the user. Service operation also deals with any incidents created by applications, operating systems and monitoring tools. Service operation works with access management to ensure that there is enforcement of the information security policy.

    ITIL® service delivery includes the ways and means in which IT services are delivered within a company and is designed to suit the needs of the company based on budgets, people, processes, and outcomes.These services include service level management, capacity management, contingency planning, availability management, and IT financial management, among many others. The services are created, improved on and executed using the ITIL® framework which lays out the best practices and guidelines to achieve the intended goals of the company.

    ITIL® V3 2011 benefits an organisation in the following ways:

    • Predictable service level
    • Improve efficiency
    • Consistency in processes
    • Better risk management
    • Effective change management

    An ITIL® Function is an organizational entity, characterized by a special area of knowledge or experience. A function is a team of people and the resources they used to carry out one or more processes such as facilities management.Functions can also be defined as closed units with the right abilities and resources necessary for achieving the desired performance and results. Functions have means of acquiring their own body of knowledge, backed up by experience. They also provide the optimal structure and stability to the organizations.Several functions may have a part to play in a process. ITIL® 'Processes', are clusters of activities which produce a defined outcome, such as the ITIL® Incident Management process.

    In the ITIL® vocabulary, a function is defined as a group of people and the resources they use to carry out one or more clearly defined processes or activities. An example of a function is the service desk.Functions have the capabilities and resources necessary for optimal performance and results. Through previous experience, they build the necessary capabilities and skills to carry out the required activity to their best possible capability.

    There are 4 functions in ITIL. These are service desk, technical management, IT operations management, and application management. These four components play significant roles in the function of service operation.

    • The service desk—also called by other names such as the help desk —helps in the organization of the entire operation from start to finish and maintains the continuity of the lifecycle process. 
    • All the people that work together as professionals in the organization and maintenance of various IT infrastructure are called the technical management team. Apart from planning and implementing various strategies, this team must have the needed skills and also be trained and updated where necessary. 
    • It is the function of IT operations management to ensure necessary system backups as well as restore data.
    • Application management ensures that suitable software is developed and implemented to match each business requirement.

    The function of the ITIL® process is to channel certain inputs into defined and discrete outputs within the ITIL® framework. This process is the key to running efficient IT Service Management by IT professionals within the ITIL® framework.Each ITIL® process has a set of tools, activities, and stages that are uniquely designed as inputs to deliver necessary outcomes known as the outputs. The ITIL® process is designed as a package of sequential events that are measurable with a specified outcome which will deliver specific results to users, customers, and other relevant stakeholders

    Incident management is aimed at restoring the actual service operation as quickly as possible to minimize the adverse effect on business operations, ensuring that the best levels of service quality and availability are delivered.Problem management is aimed at resolving the root cause of incidents to minimize the adverse impact, number, and severity of incidents caused by errors within the IT system and to prevent the recurrence of these errors. It also mitigates the effects of problems on the business and collates the details of the problem and their resolution, recording the details for the help desk.

    The incident manager is responsible for improving productivity across the entire life-cycle of IT tickets and also reducing outages. The incident manager ensures that normal services are restored immediately.Incident managers are in charge of identifying, scheduling and conducting periodic incident reviews. They establish an effective communication with the incident process officer and also they also serve as the focal point for all major incidents. Incident managers ensure that there is a stable improvement in activities, performance, policies, procedures and a proper review of supporting technology.

    The main objective of the incident management process in ITIL® is to restore a normal service operation immediately to reduce its effect on business operation ensuring that the best level of quality service is available and maintained.When there is a reduction or interruption in the quality of IT services, the incident management process quickly restores the IT services to users. It increases and aligns the activities of incident management with those of the organization. It maintains customer satisfaction with the quality IT services and also increases the visibility and communication of incidents to companies and IT support staff.

    A major incident can be defined as an event which has a significant impact or urgency on the organization and which demands an immediate response beyond the routine incident management process. For example, a failed configuration that affects the systems in a major way is termed an incident.

    Problem management is a component of the ITIL® service management life-cycle. Its primary objective is to prevent problems from happening and also to reduce the effect of negative incidents that cannot be prevented. Problem management is responsible for detecting a problem which is referred to as ‘known error’.It logs the incident in the problem database and then it identifies ways to resolve such a problem. It handles root incidents and removes the cause of failed services. When incidents cannot be resolved, the problem management team works with the help desk to reduce preventable incidents, improving the provision of quality services.

    ITIL® describes a problem as the root cause of one or multiple incidents. Problems can be moved up in response to one or more incidents, or they can be raised without the existence of an equivalent incident. Problems cause incidents. Some incidents, such as a faulty mouse at a user’s computer unit, are not pinpointing a deeper problem. Other incidents, such as repeated network failure, create a problem that needs research due to their level of occurrence.Problems include issues such as failing hardware or a poorly configured catalog query. However, problem management decreases the occurrence of such incidents in the long term. When problems cannot be resolved, problem management works alongside the service desk to try to alleviate the impact of the related incidents

    ITIL® Event Management is a process included in the ITIL® Service Operation stage that monitors all events that occur through an organization’s IT infrastructure. It ensures that operations are carried out in a normal mode, detects faulty conditions and analyses and controls them.  Activities within ITIL® event management include event detection, event analysis, and control determination. Its output is necessary for quality control and assurance, and service improvement.

    Service level management is about discussing, negotiating and agreeing with the customer on what IT services should be provided and ensuring that the objective measures are used to determine that the service that has been provided is to the agreed level. It involves determining, bargaining, documenting and agreeing on what new services are provided.Also, its purpose is to manage and review them through the service life-cycle into SLAs for operational services. It also includes monitoring and measuring service performance of all operational services against targets within SLAs and collating, measuring and improving customer satisfaction, in cooperation with business relationship management.

    The aim of service level management is to liaise with the customers concerning service level agreements and also design services according to the agreed service level targets. The service level management is one of the five components in ITIL® which is responsible for creating a framework in which service level agreements and operational level agreements are developed in accordance with the service level target.The service level management partners with business units to identify their requirements and then translates them into IT requirements. Their aim is to develop, implement and then measure service level agreement performance.

    ITIL® focuses on three types of SLA structures:

    1. Service-based SLA- This covers one service for all customers. For instance, the IT service provider provides customer query service for several customers. In a service-based service level agreement, the service level of the customer query service will be similar to that of all the other customers that will use this service. 
    2. Customer-based SLA- A customer-based SLA is an agreement with one customer, and covers all the services used by this same customer. 
    3. Multi-level SLA- This SLA focuses on the organization of the customer. Here all services and their interrelationships with subsidiary services are put into consideration.

    The ultimate goal of Change Management is to make certain IT and the business can be aligned and can be kept associated with most favorable competence and minimal disruption, re-work, and risk through the consistent and effective management of the changes needed to maintain an alliance.Also, the intention of the change management process is to ensure that all changes are managed through the standard procedures that ensure changes are effected on time, meet the specified requirements and are appropriately documented in the Configuration Management System.It also strives to ensure that all changes are recorded and then evaluated, prioritized, planned, implemented and reviewed adequately.

    Capacity management serves to help organizations match their IT resources to business demands, and satisfy the demand for the services by providing sufficient capacity. Capacity management is focused on three sub-processes:

    1. Business Capacity Management
    2. Service Capacity Management
    3. Component Capacity Management

    An SLA is an acronym for Service Level Agreement. This is a formal document that defines a working relationship between parties for a service contract.  The third version of ITIL® defines an SLA as “An Agreement between an IT Service Provider and a Customer. The Service Level Management in ITIL® serves many purposes, including to:

    1. Identify business requirements by working with business units 
    2. Create a range of services, hours of operation, and service performance 
    3. Interpret business requirements into IT requirements 
    4. Develop and maintain a service record, including costs for different levels of service performance 
    5. Perform gap study between business requirements and services.

    ITIL® Roles, JD & Salary

    An ITIL® Lifecycle Expert is responsible for the following and many more:

    1. Computing current ITIL® environment and existing Implementation Plans to identify areas for improvement,
    2. Setting up leadership and ITIL® experiences to simplify and improve the current processes based on industry best practices ,
    3. Performing  gap analysis and providing recommendations, 
    4. Liaising with stakeholders to communicate ITSM vision and benefits ,
    5. Identifying and mitigating risks associated with  processes ,
    6. Providing ITIL® best practice service management consulting at a strategic design, and operational level ,
    7. Helping with the organization’s transformational efforts.

    There are multiple roles under the five phases of the ITIL® V3 2011 service lifecycle. They are as follows:

    Sl no.Phases of ITIL® V3 2011 service lifecycleRoles
    1.ITIL® V3 2011 Service Strategy Roles

      • Business Relationship Manager
      • Demand Manager
      • Financial Manager
      • IT Steering Group (ISG)
      • Service Portfolio Manager
      • Service Strategy Manager
      2.ITIL® V3 2011 Service Design Roles
      • Application Analyst
      • Availability Manager
      • Capacity Manager
      • Compliance Manager
      • Enterprise Architect
      • Information Security Manager
      • IT Service Continuity Manager
      • Risk Manager
      • Service Catalogue Manager
      • Service Design Manager
      • Service Level Manager
      • Service Owner
      • Supplier Manager
      • Technical Analyst
      3.ITIL® V3 2011 Service Transition Roles and Boards
      • Application Developer
      • Change Advisory Board (CAB)
      • Change Manager
      • Configuration Manager
      • Emergency Change Advisory Board (ECAB)
      • Knowledge Manager
      • Project Manager
      • Release Manager
      • Test Manager
      4.ITIL® V3 2011 Service Operation Roles and Boards
      • 1st Level Support
      • 2nd Level Support
      • 3rd Level Support
      • Access Manager
      • Facilities Manager
      • Incident Manager
      • IT Operations Manager
      • IT Operator
      • Major Incident Team
      • Problem Manager
      • Service Request Fulfilment Group
      5.ITIL® V3 2011 Continual Service Improvement Roles
      • CSI Manager
      • Process Architect
      • Process Owner

      The responsibilities and salaries of the ITIL® V3 2011 Service Strategy roles in India, US, and United Kingdom are as follows:

      Sl No.RolesResponsibilitiesSalaries in India (per annum)Salaries in the US (per annum)Salaries in UK (per annum)
      1.Business Relationship ManagerA Business Relationship Manager is responsible for identifying customer needs, maintaining a positive relationship with the customer, and ensure that the needs have been met by the service provider with an appropriate catalogue of services.INR 5,60,121$104,191£39,895
      2.Demand ManagerThe responsibilities of a Demand Manager involves anticipating, influencing, and understanding the customer demand for services.INR 12,07,335$89,049£40,922
      3.Financial ManagerThe responsibilities of a Financial Manager include managing the accounting, budgeting, and charging requirements of the IT service provider.INR 9,65,880$89,447£38,320
      4.
      IT Steering Group (ISG)
      It comprises of the senior management from business and IT, and reviews the business and IT strategies to ensure that they are aligned.



      5.
      Service Portfolio Manager
      Service Portfolio Manager develops the service provider’s offerings and capabilities and decides the strategies to be used to serve customers in cooperation with the IT Steering Group.
      INR 11,35,223
      $84,637
      £55,454

      The responsibilities and salaries of the ITIL® V3 2011 Service Design Roles in India, US & UK are as follows:

      Sl No.RolesResponsibilitiesSalaries in India (per annum)Salaries in the US (per annum)Salaries in UK (per annum)
      1.Applications AnalystAn Applications Analyst manages applications throughout their lifecycle.INR 4,48,876$65,613£27,199
      2.Availability ManagerAvailability Managers are responsible for analyzing, defining, measuring, planning, and improving all aspects of the availability of IT services.$74,339
      3.Capacity ManagerCapacity Managers ensure that infrastructure and services are delivered in the agreed capacity and performance targets in a timely and cost-effective manner.$72,816
      4.
      Compliance Manager
      Compliance Managers are responsible to ensure that all the guidelines and standards are followed, also, they must check if the consistent accounting or other practices are being employed.
      INR 9,82,635
      $76,604
      £45,528
      5.
      Enterprise Architect
      Enterprise Architects are responsible for maintaining an essential component of a business, known as the Enterprise Architecture (EA) including their interrelations.
      INR 22,48,345
      $129,511

      6.
      Information Security Manager
      The confidentiality, integrity, and availability of an organisation’s information, assets, IT services, and data is ensured by the Information Security Manager.
      INR 14,26,746
      $110,800
      £50,318
      7.
      IT Service Continuity Manager
      It is the responsibility of the IT Service Continuity Manager to manage the risks that could seriously impact IT services.

      $75,000

      8.
      Risk Manager
      A Risk Manager analyses the value of assets to the business in order to assess, identify, and control risks.
      INR 996,044
      $91,201
      £49,790
      9.
      Service Catalogue Manager
      A Service Catalogue Manager is responsible for ensuring the accuracy of all the information with the Service Catalogue and keep it up-to-date.



      10.
      Service Design Manager
      Service Design Managers are responsible for coming up with new and improved services by producing quality, secure, and resilient designs.

      $79,459

      11.
      Service Level Manager
      The Service Level Manager needs to ensure that all the Operational Level Agreements, Service Management processes, and Underpinning Contracts are appropriate for the agreed service level targets.

      $57,845

      12.
      Service Owner
      Service Owner acts as the counterpart of the Service Level Manager while negotiating Operational Level Agreements (OLAs).

      $81,757

      13.
      Supplier Manager
      Supplier Manager is responsible to ensure that the contracts with the suppliers support the needs of the business, and they meet their contractual commitments.
      INR 803,606
      $82,551
      £39,597
      14.
      Technical Analyst
      Technical Analysts uses their expertise to provide technical support for managing the IT infrastructure.
      INR 6,48,682
      $82,884
      £23,443

      The responsibilities and salaries of the ITIL® V3 2011 Service Transition Roles and Boards in India, US, Uk are as follows:

      Sl No.RolesResponsibilitiesSalaries in India (per annum)Salaries in the US (per annum)Salaries in UK (per annum)
      1.Application DeveloperThe Application Developer develops and maintains custom applications as well as customize the products from software vendors to provide the required functionality for IT services.INR 4,85,628$85,014£30,036
      2.Change Advisory Boards (CAB)Change Advisory Board (CAB) comprises of a group of people who advise the Change Manager in the prioritization, assessment, and scheduling of Changes.
      3.Change ManagerThe primary objective of a Change Manager is to make beneficial Changes with minimum disruption to IT services.INR 6,43,020£41,059
      4.
      Configuration Manager
      A Configuration Manager is responsible for maintaining the information about Configuration Items which are required for delivering IT services.
      INR 11,45,131
      $93,386
      £37,654
      5.
      Emergency Change Advisory Board (ECAB)
      Emergency Change Advisory Board (ECAB) is a subset of the Change Advisory board who decides about high impact Emergency Change.



      6.
      Knowledge Manager
      The primary goal of a Project Manager is to improve efficiency by gathering, analyzing, storing, and sharing knowledge and information.
      INR 6,95,288
      $77,859
      £34,388
      7.
      Project Manager
      A Project Manager is responsible for deploying a major release within the predicted cost, time, and quality estimates by planning and coordinating the resources.
      INR 11,96,241
      $92,606
      £41,263
      8.
      Release Manager
      The primary objective of a Release Manager is to protect the integrity of the live environment and ensure that the correct components are released.
      INR 7,68,674
      $94,107
      £40,654
      9.
      Test Manager
      The Test Manager ensures that the customer expectations are met through the deployed releases and services and verifies that the IT Operations is able to support the new service.
      INR 13,72,203
      $67,506
      £55,509

      The responsibilities and salaries of the ITIL® V3 2011 Service Operation Roles and Boards in India, US & UK are as follows:

      Sl No.RolesResponsibilitiesSalaries in India (per annum)Salaries in the US (per annum)Salaries in UK (per annum)
      1.1st Level SupportThe 1st Level Support is responsible to register and classify received incidents and respond immediately in order to promptly restore a failed IT service.$42,952
      2.2nd Level SupportThe 2nd Level Support is responsible to take over incidents which cannot be solved by the 1st Level Support. In case they fail to come up with a solution, the Incident is passed on to the Problem Management.$58,983
      3.3rd Level SupportThe third-party suppliers are the 3rd Level Support who provides the solution to an incident when requested by the 2nd Level Support.$72,233
      4.
      Access Manager
      The Access Manager prevents access to non-authorised users and grants the right to use a service to the authorised users.

      $63,171

      5.
      Facilities Manager
      A Facilities Manager manages the physical environment where the IT infrastructure is located. For example, power and cooling, building access management, and environmental monitoring.
      INR 5,09,215
      $64,531
      £31,200
      6.
      Incident Manager
      The Incident Manager carries out the corresponding reporting for the effective implementation of the Incident Management process.
      INR 5,46,477
      $89,071

      7.
      IT Operations Manager
      The role of an IT Operations Manager involves ensuring that all day-to-day operational activities are carried out in a reliable and timely way.
      INR 10,99,259
      $88,855
      £45,268
      8.
      IT Operator
      The primary role of an IT Operator is to perform the day-to-day operational activities like performing backups, ensuring that scheduled jobs are performed, and installing standard equipment in the data center.



      9.
      Major Incident Team
      Major Incident Team is an established team which comprises of the IT managers and technical experts and lead by the Incident Manager to concentrate on the resolution of a Major Incident.
      INR 5,46,477
      $77,935

      10.
      Problem Manager
      A Problem Manager is responsible for managing the lifecycle of all problems to prevent Incidents from happening and minimize the impact of Incidents that cannot be prevented.

      $75,314

      11.
      Service Request Fulfilment Group
      A Service Request Fulfilment Group specializes in the fulfillment of certain types of Service Requests.



      The responsibilities and salaries of the ITIL® V3 2011 Continual Service Improvement Roles in India, US, Uk are as follows:

      Sl No.RolesResponsibilitiesSalaries in India (per annum)Salaries in the US (per annum)Salaries in UK (per annum)
      1.CSI ManagerThe responsibilities of a Continual Service Improvement (CSI) Manager includes managing improvements to IT services and IT Service Management processes.INR 11,66,454$95,000
      2.Process ArchitectA Process Architect is responsible for maintaining the Process Architecture while coordinating all changes to processes and making sure that all processes cooperate in a seamless way.$95,808
      3.Process OwnerThe responsibilities of a Process Owner include design, sponsorship, and continual improvement of a process and its metrics.INR 14,24,289$57,270

      A service manager states the services to be rendered and also makes sure that the services rendered meet the company’s needs and are rendered in accordance with the requirement of the business. The service manager identifies the service team and also sets up activities and meetings.He or she will lead the team through the service life-cycle and also ensure adequate communication between client representatives, service delivery and support personnel, and ITS management. The service manager will work with the service team to ensure external service providers are managed properly, and tasks are assigned to technicians based on skills and availability.

      Salary of a Project Manager having an  ITIL® V3 certification or  ITIL® V4 certification varies from country to country. We have covered them below:
      • India: The national average salary for a Project Manager is INR 1,251,978 in India.
      • US: The national average salary for a Project Manager is $132,453 in United States.
      • UK: The national average salary for a Project Manager is £61,188 in United Kingdom.

      The annual income of an ITIL® certified Service Delivery Manager varies from country to country. We have covered them below:

      • India: The national average salary for a Service Delivery Manager is INR 13,78,143 in India.
      • US: The national average salary for a Service Delivery Manager is $80,779 in United States.
      • UK: The national average salary for a Service Delivery Manager is £50,000 in United Kingdom.

      Salary of  ITIL® V3 certified Incident manager varies from country to country. We have covered them below:

      • India: Average annual salary of an  ITIL® V3 certified Incident Manager in India is about INR 8,80,000. It ranges from INR 3,00,000 to INR 100,000 per annum.
      • United States: A salary of  ITIL® V3 certified Incident manager varies from $25,000 to $200,000 in the US. The average salary is $90,000 per annum.
      • United Kingdom: The range of the salary of an  ITIL® V3 certified Incident manager in the UK starts from £20,000 and goes up to £61,000. The average salary is £31,447/yr.

      The salary of a Business Relationship Manager with ITIL® V3 or ITIL® certification varies from country to country. The salaries in India, US, and the United Kingdom are as follows:

      • India: The annual average salary of a Business Relationship Manager based in India is INR 5,77,268.
      • US: The average annual income of a Business Relationship Manager is $97,222 in the United States.
      • UK: The average annual salary of a Business Relationship Manager based in the United Kingdom is £39,944.

      Salary of a Change Manager with  ITIL® V3 certification or  ITIL® V4 certification varies from country to country. We have covered them below:

      • India: The national average salary for a Change Manager is INR 6,43,000 in India.
      • US: The national average salary for a Change Manager is $92,000 in United States.
      • UK: The national average salary for a Change Manager is £ 44400 in United Kingdom.

      Salary of Problem Manager with  ITIL® V3 certification or  ITIL® V4 certification varies from country to country. We have covered them below:

      • India: The annual average salary for a Problem Manager is INR 8,34,000 in India.
      • US: The annual average salary for a Problem Manager is $84,879 in United States.
      • UK: The annual average salary for a Problem Manager is £30,000 - £45,000 in United Kingdom.

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      The major benefits of subscribing to My AXELOS are as follows:

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      • ValidationThe digital badge is proof of the candidate’s skills and expertise in the field. Moreover, ITIL® requires continuous enhancement of knowledge because of which the student has to complete the continuing professional development or CPD activities every year to retain the badge.

      My ITIL® is designed to assist the student effectively utilize the expertise achieved from the ITIL® Foundation and implement it in their professional life. It is an online content subscription which will help to get constant updates, therefore making it easy to adopt new skills and knowledge which will be as per the future innovations in the sector.

      My ITIL® is a 1-year subscription. It is free for professionals applying for ITIL® Intermediate exam.

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      One can earn the ITIL® Digital Badge if they meet the CPD requirements. As soon as the requirements are met, the digital badge is issued. It's valid until the subscription expires.

      A candidate needs to gain a minimum of 20 CPD to extend the validity of the badge for the next 12 months.

      ITIL® keeps revising and updating their courses. Therefore, it also expects the students to be a part of this continuous learning process. Continuing Professional Development or CDP was designed with various activities which will enhance the skills in professional life. The whole requirement is divided into 3 stages to ease the process. The steps are as follows -Step1:Evaluate the skills and abilities, this will help the candidates understand their development and give them a perspective of where they stand. Moreover, this will also allow them to determine the areas where they have to work. The evaluation also provides them with a list of various activities exclusively for them as per their needs.

      Step 2:Once the student understands where they need to improve and what the development goals are, they can enroll in the development centers which will train them as per their choice of activities.Step 3:Ultimately, the final stage concentrates on the result of the activities performed in order to achieve the goals. Here, the student’s understanding will be tested based on the outcome and they will be asked to describe their learning experience throughout the development period.

      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 strategy

        Formulate IT service strategy by acquiring the knowledge and management principles.

      2. Provide vision and direction

        Provide vision and direction for Service Management by getting the organisational capability.

      3. Deliver value to the organisation

        Getting a practical approach on 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: 5

      Partially correct answer: 3

      Least correct answer: 1

      Distractor: 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 on 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: 5

      Partially correct answer: 3

      Least correct answer: 1

      Distractor: 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 business strategy.

      • Provide improvements

        Manage the changes flexibly and deliver improvement to services provided by organisations or programmes 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: 5

      Partially correct answer: 3

      Least correct answer: 1

      Distractor: 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: 5

      Partially correct answer: 3

      Least correct answer: 1

      Distractor: 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: 5

      Partially correct answer: 3

      Least correct answer: 1

      Distractor: 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: 5

      Partially correct answer: 3

      Least correct answer: 1

      Distractor: 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 skills
        Get equipped with a highly-demanded certification.

      2. Learn PPO best practice

        Deliver services that meet business needs by equipping yourself with the knowledge of the best practices.

      3. Understand the processes

        Get valuable understanding about 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: 5

      Partially correct answer: 3

      Least correct answer: 1

      Distractor: 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 a 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 valuable understanding of the ITIL® Service Transition processes.