ITIL® V4 Foundation Certification Training in Johannesburg, South Africa

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)
  • KnowledgeHut is an ATO of Peoplecert and a Certified Partner of Axelos
  • Course fee includes Foundation exam fee
  • 2 sample papers to practice for the certification exam

ITIL® Course Overview

1) What is ITIL®?

Business and technology go hand in hand and in order for a company to be successful, both the IT and corporate objectives need to evolve. IT Service Management (ITSM) is responsible for the development of the IT services driven by the knowledge of the current processes involved in the organization.

The Information Technology Infrastructure Library (ITIL®) is a framework designed for the standardization of selecting, planning, delivering, and maintaining the IT services and processes within an organization or with respect to services delivered to customers. The framework helps in achieving the predicted service delivery by improving efficiency.

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

2) Certification Levels in ITIL® 4

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

Below are the four certification levels within the ITIL® 4 scheme:

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

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

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

ITIL V4 Foundation:

The ITIL® 4 Foundation Certificate is an introduction to ITIL® 4 framework. It allows the candidates to understand the IT Service Management by using the end-to-end operating model. It deals with the creation, delivery, and continual improvement of IT services and products. ITIL® 4 certified professionals can use the framework to enhance the IT Service Management capabilities in their organizations.

ITIL Managing Professional (MP)

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

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

Modules cover ‘ITIL® Specialists’ in -

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

ITIL 4 Managing Professional (ITIL MP) is a stream of four modules that are part of ITIL 4, the next evolution of ITIL.

ITIL® Specialist Create, Develop and Support

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

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

ITIL® Specialist Drive Stakeholder value

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

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

ITIL® Specialist High Velocity IT

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

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

ITIL® Strategist Direct, Plan and Improve

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

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

To obtain the designation ITIL 4 Managing Professional or ITIL 4 Strategic Leader, the candidate must complete all modules in each stream, with ITIL Strategist being a universal module for both streams.

ITIL® Master




ITIL®  Managing Professional

ITIL® Strategic Leader











ITIL® Leader


deliver and









Plan and



Plan and


Digital & IT


ITIL® V4   Foundation

ITIL® Strategic Leader (SL)

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

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

    The two modules under SL are:

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

    ITIL® Master

    This certification is a reflection of the holder’s ability to apply ITIL principles and techniques to the workplace and achieve desired business outcomes.

    3) Certification Levels in ITIL® V3

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

    Levels of ITIL Certification within the ITIL V3 Certification scheme:

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

      1) ITIL® Foundation Certification

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

      2) ITIL® Practitioner Certification

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

      3) ITIL® Intermediate Certifications 

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

      4) ITIL® Expert

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

      5) ITIL® Master

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

      4) Career Benefits of having ITIL® Certification

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

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

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

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

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

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

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

       ITIL® V3 Credit system

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

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

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

      ITIL® Certification Level


      ITIL® V3/V4 Foundation Certification

      2 credits

      ITIL® Intermediate Service Lifecycle stream:

      Service Strategy (SS)

      Service Design (SD)

      Service Transition (ST)

      Service Operation (SO)

      Continual Service Improvement (CSI)

      3 credits each

      ITIL® Intermediate Service Capability stream

      ·         Planning, Protection, and Optimization (PPO)

      ·         Service Offerings and Agreements (SOA)

      ·         Release, Control, and Validation (RCV)

      ·         Operational Support and Analysis (OSA)

      4 credits each

      ITIL® Managing Across the Lifecycle (MALC)

      5 credits

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

      ITIL® Certification Level

      Number of Credits Required

      Composition of Credits

      ITIL® Foundation



      ITIL® Intermediate

      2 credits

      2 credits from ITIL® Foundation

      ITIL® Managing Across the Lifecycle (MALC)

      17 credits

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

      ITIL® Expert

      22 credits

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

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

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

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

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

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

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

        7) What is ITIL® V3 Service Capability:

        ITIL® Service Capability modules:

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

        ITIL® Operational Support and Analysis

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

        ITIL® Planning, Protection, and Optimization

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

        ITIL® Release, Control, and Validation

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

        ITIL® Service Offerings and Agreements

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

        8) Why was ITIL® V4  launched by Axelos?

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

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

        Evolution of ITIL® V4 -

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

          What you will learn

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

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

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

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


          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.

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          Who should take this ITIL® Certification?

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



          ITIL® Exam Prep

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


          The KnowledgeHut Guarantee

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


          Certification Journey Support

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

          ITIL® Course Curriculum

          • Best Practice
          • ITIL History
          • ITIL Framework
          • ITIL Service Value System
          • The Four Dimensions Model
          • Benefits of ITIL
          • Service
          • Service Management
          • Value
          • Outputs Vs Outcomes
          • Costs
          • Risks
          • Utility and Warranty
          • Stakeholders
          • Value Co-creation
          • Products and Services
          • Service Offerings
          • Service Relationship
          • The ITIL Guiding Principles
          • Nature, Use and Interaction of the Guiding Principles
          • Focus on value
          • Start where you are
          • Progress iteratively with feedback
          • Collaborate and promote visibility
          • Think and work holistically
          • Keep it simple and practical
          • Optimize and automate
          • The Four Dimensions of Service Management
          • Organization and People
          • Information and Technology
          • Partners and Suppliers
          • Value Streams and Processes
          • External Factors
          • Service Value System Overview
          • Service Value Chain
            • Plan
            • Improve
            • Engage
            • Design and Transition
            • Obtain/Build
            • Deliver and Support
          • ITIL Management Practices
          • Information Security Management
          • Relationship Management
          • Supplier Management
          • IT Asset Management
          • Monitoring and Event Management
          • Release Management
          • Service Configuration Management
          • Deployment Management
          • Change Enablement
          • Incident Management
          • Problem Management
          • Service Request Management
          • Service Desk
          • Service Level Management
          • Continual Improvement

          ITIL® Certification Process

          Salary & Role Based

          The average annual income of an Incident Manager in Johannesburg is R268,659. The annual salary can range between R102,000 to R613,000.

          The annual salary of a Problem Manager with ITIL certification in Johannesburg is R700,000.

          The average annual income of a Change Manager with ITIL certification in Johannesburg is R530,250. This annual salary ranges between R217,000 and R923,000.

          The annual income of a Business Relationship Manager is R390,483 in Johannesburg. The annual salary ranges from R182,000 to R642,000.

          The average salary of a Project Manager in Johannesburg is R426,527. The annual salary ranges from R186,000 to R790,000.

          A Service Delivery Manager with an ITIL certification earns an average annual income of R455,294 in Johannesburg. The annual salary ranges between R241,000 and R767,000.

          The Service Strategy roles for ITIL V3 certification in Johannesburg have the following responsibilities and salary structure:

          Sl. No.
          ITIL Roles
          Salary in Johannesburg  (per annum)
          1.Business Relationship Manager
          The responsibility of a Business Manager is to develop, initiate and manage relationships with the clients in order to facilitate growth of the business and ensure business retention through developing business plans and contacting clients for new opportunities.
          2.Demand Manager
          The responsibility of a Demand Manager is to forecast and identify risks and develop plans to deal with the risks following the various trend factors. The job also requires to lead and supervise the demand planning team to conduct demand planning activities.
          3.Financial Manager
          To lay down the long term financial goals of the company or the client by carrying out necessary research and keeping in account the past trends of success and failure. The job also includes overview of the budgeting of the company.
          4.IT Steering Group (ISG)
          ISG manages and plans IT resources, ensures the privacy of sensitive data and ensures value delivery by making strategic decisions and provides the required IT support and citing new technologies for business.

          5.Service Portfolio Manager
          A Service Portfolio Manager ensures that the combination of services offered, aligns with the customers and the value of the business by approving, analyzing and defining the service strategies.

          ITIL V3 certified Service Design Roles in Johannesburg have the following responsibilities and salaries as given below:

          Sl No.
          Salaries (per annum)
          1.Applications Analyst
          The responsibility of an Application Analyst is to evaluate and understand the demands of the clients, and provide solutions by aligning with the IT resources.
          2.Availability Manager
          An availability manager assembles the details of new services, assess the execution of process, collects results and feedback and analyze any shortfalls in order to meet the predefined targets.

          3.Capacity Manager
          A Capacity Manager evaluates the IT capacity levels, produces a capacity plan and coordinates with various departments to ensure that the performance and capacity of the IT services meet the targets.

          4.Compliance Manager
          A Compliance Manager monitors all the aspects of the business to ensure that the business policies and legal guidelines are followed and provide guidance to the management and employees on compliance issues.
          5.Enterprise Architect
          Enterprise Architect maintains IT networks and services, and ensure that the quality and performance of an enterprise aligns with the business goals.
          6.Information Security Manager
          An Information Security Manager ensures safety of the organization against the cyber criminals and security breach and ensures the security and confidentiality of data.
          7.IT Service Continuity Manager
          The responsibility of IT Service Continuity Manager is to undertake risk management processes, prepare and manage recovery plans, and implement them in alignment with the business planning.

          8.Risk Manager
          A Risk Manager analyzes the current and potential risks and implements a risk management plan by evaluating the company’s financial and legal requirements.
          9.Service Catalogue Manager
          Service Catalogue Manager ensures all the information with the Service Catalogue is accurate and provided to the right users and checks if the Service Catalogue is published timely.

          10.Service Design Manager
          A Service Design Manager ensures that the software platform is designed for service operability by providing flexible and secure designs for the services.
          11.Service Level Manager
          Service Level Managers negotiates, agrees and maintains Service level and Operational level agreements and also ensure they are in line with the agreed service level targets.

          12.Service Owner
          The Service Owner is the primary stakeholder in all the IT processes including service level management, configuration management, release management and problem management.

          13.Supplier Manager
          The Supplier Manager establishes and evaluates new suppliers and contracts and processes the order in alignment with the contract framework.
          14.Technical Analyst
          The Technical Analyst designs a technical architecture, analyses client requirements and provides IT solutions through software programs, charts, presentations etc.

          In Johannesburg, the Service Transition roles and boards with ITIL V3 certification is based on the responsibilities and salaries given below:

          Sl. No.
          Salaries (Per Annum)
          1.Application Developer
          The Application Developer identifies the application requirements, builds and designs prototypes, and deploys processes appropriate to customer requirements.
          2.Change Advisory Boards (CAB)
          The Change Advisory Board (CAB) ensures to provide both reliable and flexible services according to the demands of the clients. They define an agenda by reviewing previous changes and proposes RFCs(Request for Change).
          3.Change Manager
          A Change Manager coordinates the change management processes and leads the CAB.
          4.Configuration Manager
          A Configuration Manager works with configuration team to improve the configuration management processes, maintain configuration management database, and assists in development, automation and maintenance of CM tools.
          5.Emergency Change Advisory Board (ECAB)
          The ECAB assists the Change Manager in evaluating the need for change and implementing them without much delay.

          6.Knowledge Manager
          A Knowledge Manager manages, stores and distributes knowledge assets within the organization and externally with the clients and company’s stakeholders.
          7.Project Manager
          The Project Manager coordinates between the upper management and the team working on the project. The Project Manager monitors and plans on the project using project management tools.
          8.Release Manager
          A Release Manager manages, coordinates and schedules the release of different entities like hardware or application upgrades, security upgrades, operating system patches and projects.
          9.Test Manager
          The Test Manager leads the Testing team in defining, building and deploying the testing resources and performs different processes to ensure better performance and quality of the system.

          The responsibilities and salaries of Service Operations roles and boards with ITIL V3 certification in Johannesburg are as given below:

          Sl, No.
          Salary (per annum)
          1.1st Level Support
          The 1st Level Support receives incidents, registers and classifies them. Failed IT services are attended to promptly ensure quick restoration.

          2.2nd Level Support
          The 2nd Level Support takes on the incidents, which are not resolved by the 1st Level Support. If a solution is not found by the 2nd Level Support, it is passed on to the Problem Manager.

          3.3rd Level Support
          Third party suppliers comprise of 3rd Level Supporters. They provide solutions to an incident when 2nd Level Support makes a request for the same.

          4.Access Manager
          The Access Manager ensures the retention of professionals and focuses on infrastructure and operational security, by maintaining and providing access rights.

          5.Facilities Manager
          The Facilities Manager oversees the smooth functioning of the various aspects of the physical environment like electrical works, plumbing, carpentry, heating and cooling etc.
          6.Incident Manager
          The Incident Manager is responsible for incident management evaluation and incident information.
          7.IT Operations Manager
          IT Operations Manager manages the planning, budgeting and auditing of the company, and develops operational policies and procedures.
          8.IT Operator
          IT Operator maintains and operates computing tools and identifies any failure in the operation of these tools and provides quick fixes for it.

          9.Major Incident Team
          Major Incident Team includes the IT managers, Crisis Manager, Service Desk Analyst and Incident Technicians led by the Incident Manager to identify major IT incidents and fix them quickly with the resources available.

          10.Problem Manager
          A Problem Manager analyses the incidents and the problems and evaluates the problem management, prepares reports hence preventing or minimizing the effect of the incident.

          11.Service Request Fulfillment Group
          Service Request Fulfillment Group ensures that the service requests like upgrading software, or providing access to a device or a portal etc. are fulfilled within time.

          Roles with ITIL V3 Continual Service Improvements in Johannesburg include the following responsibilities and salaries:

          Sl. No.
          Salary (per annum)
          1.CSI Manager
          The Continual Service Improvement managers improve IT Services and IT Service Management Processes.
          2.Process Architect
          A Process Architect coordinates and maintains all the amendments in the processes and ensures that they collaborate in a seamless manner.

          3.Process Owner
          A Process Owner monitors, synchronizes and reports process performance to ensure that the process designs align with the business requirements.

          ITIL Exam:

          The best way to prepare for the ITIL V4 certification exam is by following Plan-Do-Check-Act method or PDCA Cycle. The PDCA Cycle includes the following:

          Plan - Start with one round of reading the ITIL Lifecycle and developing a study plan. Along with ITIL Foundation exam questions and full length practice tests must be taken.

          Do - The plan is put into action by implementing it in this stage.

          Check - Review your score to assess the areas for improvement.

          Act - The areas for improvement are put into action by way of revision, tests, reviews and so on till the target score is achieved.

          Prometric is a U.S. based company which provides a range of services like test delivery, test management and data management capabilities. It provides a strong technology enabled environment for the test takers around the world. Prometric provides the most secure and convenient online testing services to its clients.

          Prometric provides services to around 500 clients in the field of academics, corporate, military, healthcare, information technology and government. It has test centers in more than 160 countries and has more than 60 global corporate offices around the world. It conducts around 7 million exams annually.

          Please visit and follow the steps to register for your ITIL V4 Foundation exam in Johannesburg. You may follow the sequence given below:

          Step 1: Click on ‘Schedule My Test’ on the home page of

          Step 2: Select ITIL V4 Foundation exam test sponsor. PeopleCert is the ITIL V4 Foundation Exam test sponsor.

          Step 3: All exams conducted by PeopleCert are provided on the Product page of PeopleCert.

          Step 4: Select ‘Schedule My Test’ on the next page.

          Step 5: Select South Africa from the list of countries and click on ‘Next’. Select Johannesburg to confirm your appointment for ITIL V4 Foundation exam.

          Step 6: The following page provides all the information regarding registration and what all to bring to the testing center. After reading all the information, please click on ‘Next’ button.

          Step 7: On the next page, read the Privacy Policy. Go through the conditions mentioned on this page and select ‘Agree’. Clicking on the ‘Next’ button will take you to the next step.

          Step 8: Please confirm whether you are pre-approved for testing accommodation for the ITIL V4 Foundation exam.

          Step 9: Enter your eligibility ID and the first four letters of your last name.

          Step 10: After all the information provided by you is verified, select the date and time of your choice.

          Step 11: Your appointment process gets completed after the appointment verification process and selecting your test center. 

          Pearson VUE is a part of Pearson, and it helps its clients to manage, deliver and develop their testing programs. They provide secure testing environments to conduct online tests and proctored exams. More than 450 credential owners have opted for Pearson VUE from different parts of the world. The test owners and test takers belong to various industries including Information Technology, Academics, financial services, military, government and healthcare.The headquarters of Pearson VUE is in Minneapolis, Minnesota.

          Your appointment can be scheduled through Pearson VUE for ITIL V4 Foundation exam by following the steps given below:

          Step 1: Visit and login

          Step 2: Select ‘For Test Takers’ and choose ‘Schedule an exam’.

          Step 3: Select the name of your sponsor for the exam. Your sponsor for ITIL Foundation exam is PeopleCert.

          Step 4: Sign-in or Create an account after clicking on PeopleCert in order to schedule, reschedule or cancel your ITIL Foundation exam.

          Step 5: Follow the steps after signing in to schedule your ITIL Foundation exam through Pearson VUE.

          Login on and click on ‘For Test Takers. Below are the steps to locate your test center:

          Step 1: Select ‘Schedule an exam’ option.

          Step 2: Enter the name of your test sponsor as ‘PeopleCert’.

          Step 3: You will be redirected to PeopleCert page. Select ‘Find a test center’ on the right side.

          Step 4: Your test center may be located on this page. Identify your location for the test center using the search bar. Enter Johannesburg and click on ‘Search’.

          Step 5: The list of test centers in Johannesburg will be shown.

          Following are the Pearson VUE test centers in Johannesburg:

          1. BBC Braamfontein
            Address: 15 Stiemens Street, cnr De Beer, Braamfontein, Johannesburg  2000
            Phone: +27 113393476

          2. BBC Johannesburg
            Address: 130 Main Street, Johannesburg, 2000
            Phone: 0027113312455

          3. BBC Orange Grove
            Address: 247 Louis Botha Avenue, Orange Grove, Johannesburg, 2192
            Phone: 0027115519200

          4. Camblish Training Institute
            Address: 26 Ernest Oppenheimer Avenue, Vasco da Gama House, Bruma, Johannesburg, 2192
            Phone: +27 (0)11 024 9246
          1. CTU Training SolutionsAddress: Curatio Building, 3rd Anneb & Corner Stanley, Johannesburg, 2194,Phone: 4827422

          The ITIL certification cost includes the ITIL exam fee as well. However, the exam fee varies depending on the level of ITIL certification. To know the exam fee applicable to you, please refer to the chart below: 

          Sl No.

          ITIL® Exam Cost (V3 & V4)

          Price for India


          ITIL®V3  Foundation



          ITIL® V4 Foundation



          ITIL® Intermediate

          Service Lifecycle Modules

          Service Design


          Service Strategy


          Service Operation


          Service Transition


          Continual Service Improvement


          Service Capability Modules

          Planning, Protection, and Optimization


          Operational Support and Analysis


          Service Offerings and Agreements


          Release, Control, and Validation



          ITIL® Practitioner



          ITIL® Managing Across the Lifecycle


          ITIL Certification cost:

          An Instructor-led training in Johannesburg for ITIL V4 certification may cost around R15,746.

          The ITIL V4 certification has some additional or alternative cost components, including ITIL Study Guide and ITIL Practice tests. You may opt for a soft copy or prefer to get the popular paperback edition. The paperback edition may cost around $30 and the soft copy of the ITIL Study Guide will cost less for ITIL certification.

          The full-length practice tests are available online for ITIL V4 certification exam free of cost. Alternatively, the practice tests can also be purchased online from some of the professional ITIL certification exam websites for around $25 to $50.

          ITIL Training:

          Following are some of the criteria to consider while looking for the best ITIL V4 certification training institute in Johannesburg:

          1. The training institute must be accredited by Axelos through Peoplecert.
          2. The success rate of the institute.
          3. Faculty having relevant accreditation and experience in the related field.
          4. Make sure that you are provided with the exclusive pre-courseware.
          5. The training pattern apart from slides must include consulting exposure, role play and live case studies.
          6. And last but not the least, make sure that the quality of training is good value for money.

          ITIL V4 certification training can be taken by the following professionals:

          • IT Professionals (System, Application, Voice, Network, Technical)
          • IT Audit Managers
          • Team Leaders
          • IT & Business Supervisory staff
          • Executives, SMEs, and Managers
          • Service Designers
          • IT Planners
          • IT Architects
          • IT Security Managers
          • IT Consultants
          • Business Leaders

          Given below are some of the tips to help you choose the best ITIL V4 certification trainer in Johannesburg:

          • The trainers must be senior consultants and ITIL Master certified.
          • The trainer provides you support before, during and after the exams.
          • The total years of experience of trainer.
          • The facilities provided by the trainer must be examined for learning.
          • The techniques used by the trainer for the exam preparation.

          The two to three days classroom training for ITIL V4 certification may cost around R23,975 in Johannesburg.

          The ITIL V4 certification provides you a detailed understanding of the service management process and ITIL framework. Some of the other benefits of ITIL V4 certification are:

          Improved productivity: The ITIL V4 certification helps you get the complete understanding of activities and processes involved in ITIL, which will improve your quality of work and increase your productivity.

          Better salary: It will help increase your career opportunities and a hike of 15% in average salary for an ITIL certified professional can be expected in Johannesburg. However, this hike may depend on the total number of years experience you have.

          Skills and Expertise: You will be able to manage the services of your organization in better ways, which will help you get recognition from senior management and colleagues.

          Knowledge of common terminology: You will get the knowledge about common terminologies used in various industries.

          A complete understanding: You will get the complete understanding about the role of IT services and infrastructure, improving your decision-making capacity to make valuable contributions in the  organization.

          Meet your instructors

          Become an Instructor

          Sam Elgawady


          A consultant and practitioner of ITSM, Project Management, Process Improvement, ITIL Capabilities and Lifecycle Trainer, and IT Business Analyst; Sam has over 15 years of experience in the IT industry.

          Having started his career as a computer technician, then a system administrator, he subsequently went on to play the roles of Business Analyst, IT Manager, IT Consultant, Project Manager, and Training Manager. He has implemented solutions, improved IT Processes, managed projects and delivered training initiatives, and workshops on various best practices including Project Management, ERP & CRM, Business Analysis, ITIL V2 and V3 Track, COBIT, ISO20K to a number of leading private and public sector organisations in Australia, Malaysia, Hong Kong, Egypt, Qatar, Oman, Nigeria, Kuwait, Jordan, KSA and UAE. His mentoring and counselling capabilities are beyond par and he brings in his vast experience while tutoring professionals who wish to become experts in their fields.

          View Profile

          Prayas Kad

          Lead Management Trainer & Consultant

          Prayas has over 15 years of IT experience spanning across Project & Test Management, Stakeholder Management, Software Validation & Verification, Data Migrations & Integration, Learning & Development Projects, Data warehousing, Business Intelligence and Software Developments, Reporting and Analytics. Assignments. 
          His expertise is primarily in domains like Insurance, Finance, Banking, Telecom Billing, Aircraft Software Maintenance MRO, CRM, UK E-Governance Projects, Publishing Media, and Retails.
          He brings in his vast experience and expertise into his training workshops, and mentors participants in areas of Test management and Integration.

          View Profile

          Milind Gawaskar

          Business Analyst

          Milind is an IT Service Management (ITSM / ITIL) and Business Process Consultant with more than 11 years of versatile IT industry experience and balanced exposure across crucial IT areas including IT Strategy, IT Pre-Sales, IT Service Delivery, IT Risk & Assurance, IT Service Management & Performance Improvement, IT Governance, Business Process Management, Organizational Change Management, Application Development & Support and Infrastructure Support.

          His vast area of expertise helps him mentor and train professionals on a variety of subjects and fields. His qualifications include certifications from Lean Digital, ITIL and COBIT.

          View Profile

          Ian Hirst

          Project Manager

          Ian Hirst is a Certified Project Management Professional (PMBOK) and a highly experienced Project Management and Information Technology specialist who has been involved in the IT industry for over 30 years.

          Ian is a Project and Program Management trainer, instructor and counsellor providing project health check, project recovery and program planning support to a variety of business and IT projects and programs in many organizations. 

          He has been a lecturer at the Australian National University and the University of NSW. 
          Ian’s expertise lies in : 
          • Project & Programme Management
          • Transition Management
          • Stakeholder Management
          • Change Management
          • IT Governance
          • Software Development
          • IT Infrastructure
          • Testing & Test Management
          • Business & Systems Analysis
          • Business Process Re-engineering
          • Requirements Management
          • Risk Management
          …among other disciplines.

          View Profile

          reviews on our popular courses

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          The instructor had immense knowledge and provided relevant examples. The course helped me learn the best practices to implement in my routine work. Thanks, KH!

          Ananthalakshmi Mylavarapu

          Application Support Manager
          Attended ITIL® V4 Foundation Certification workshop in October 2019
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          It was a good training. Thank you, KnowledgeHut!

          Abhishek Swain

          Senior Product Specialist
          Attended ITIL® V4 Foundation Certification workshop in December 2019
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          It was a good workshop conducted by KnowledgeHut. All the materials and resources were adequate. The support via chat was also very good. Overall, a useful experience.

          Pradipto Chakrabarty

          Business delivery leader
          Attended ITIL® V4 Foundation Certification workshop in December 2019
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          Recently, I had completed my ITIL training from KnowledgeHut. It was a very good experience with well-experienced instructors.

          Gopala T Rao

          Manager IT
          Attended ITIL® V4 Foundation Certification workshop in December 2019
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          I had attended the 2-day ITIL Foundation training. The trainer was very knowledgeable and gave real examples to explain all the concepts.

          Sanchita Biswas

          Project Manager
          Attended ITIL® V4 Foundation Certification workshop in October 2019
          Review image

          The training was really good. It was very helpful in understanding the IT organisation process and related problems.

          Manoj Lawand

          Application Support Analyst
          Attended ITIL® V4 Foundation Certification workshop in October 2019
          Review image

          A collaborative and informative session. I liked how the trainer explained the things with live examples.

          Abdul Aziz Nadaf

          Sr. Quality Assurance Engineer
          Attended ITIL® V4 Foundation Certification workshop in August 2019
          Review image

          It was an excellent workshop that I had ever attended and the instructor was very knowledgeable. The course delivery included many current market examples.

          Mohammed Sadhik

          KSA IT Lead
          Attended ITIL® V4 Foundation Certification workshop in August 2019



          Any registration cancelled within 48 hours of the initial registration will be refunded in FULL (please note that all cancellations will incur a 5% deduction in the refunded amount due to transactional costs applicable while refunding). Refunds will be processed within 30 days of receipt of written request for refund. Kindly go through our Refund Policy for more details:

          Please send in an email to, and we will answer any queries you may have! 

          Have More Questions?

          ITIL® V4 Foundation Certification Course in Johannesburg

          South Africa is one place not to miss but Johannesburg is definitely not amiss. With vastly detailed architecture and a sought out tech world ready to bloom any point of time, there are many kinds of universities and schools and also training institutes where you can enrol yourself into this workshop and one of them being ITIL Foundation training in Johannesburg.


          The course compromises of several different aspects of training put together to provide candidates with the most advanced methodology in learning ITIL. The course is a 5-level based workshop in which the top level is intended for mastery over the course. Several mock tests and practice examinations are given in order to train the candidates on the subject. To harness the key fundamentals of the subjects, e-learning and downloadable e-books are used for better understanding.


          ITIL Foundation online training in Johannesburg can give you a wider aspect to your learning, focusing on key elements of ITIL and how to implement them in day-to-day life as well. Facing real-world business problems is not a big deal as the course provides business-oriented programs to implement ITIL in the right way to gain optimum customer satisfaction. The course also gives you 16 PDUs upon completion to ensure that you have thorough knowledge about the subject and understand it completely.


          . ITIL Foundation classroom training in Johannesburg under KnowledgeHut way provides some innovative learning under skilled professionals who make use of e-learning and downloadable e-books as materials. The workshop is cost-effective and, if interested, you can enrol yourself in a demo class and see the difference right from day one.