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.
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.
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 -
ITIL 4 Managing Professional (ITIL MP) is a stream of four modules that are part of ITIL 4, the next evolution of ITIL.
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® Managing Professional
ITIL® Strategic Leader
Digital & IT
ITIL® V4 Foundation
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.
This certification is a reflection of the holder’s ability to apply ITIL principles and techniques to the workplace and achieve desired business outcomes.
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
ITIL® Certification Level
ITIL® V3/V4 Foundation Certification
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)
ITIL® Certification Level
Number of Credits Required
Composition of Credits
2 credits from ITIL® Foundation
ITIL® Managing Across the Lifecycle (MALC)
2 credits from ITIL® Foundation and a minimum of 15 credits from ITIL® Intermediate or complementary qualifications
2 credits from ITIL® Foundation, minimum of 15 credits from either ITIL® Intermediate or complementary qualifications, and 5 credits from ITIL® MALC
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.
ITIL® Service Capability modules:
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 -
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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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.
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Apply ITIL skills to enhance the profit margins, productivity, efficiency, agility and customer satisfaction of the industry you work in.
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||Responsibilities||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.||R390,483|
|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.||R544,000|
|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.||R494,257|
|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.||R421,060|
ITIL V3 certified Service Design Roles in Johannesburg have the following responsibilities and salaries as given below:
|Sl No.||Roles||Responsibilities||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.||R323,160|
|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.||R478,152|
|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.||R874,231|
|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.||R720,997|
|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.||R507,932|
|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.||R467,658|
|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.||R318,000|
|14.||Technical Analyst||The Technical Analyst designs a technical architecture, analyses client requirements and provides IT solutions through software programs, charts, presentations etc.||R337,870|
In Johannesburg, the Service Transition roles and boards with ITIL V3 certification is based on the responsibilities and salaries given below:
|Sl. No.||Roles||Responsibilities||Salaries (Per Annum)|
|1.||Application Developer||The Application Developer identifies the application requirements, builds and designs prototypes, and deploys processes appropriate to customer requirements.||R234,678|
|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).||NA|
|3.||Change Manager||A Change Manager coordinates the change management processes and leads the CAB.||R530,250|
|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.||R455,324|
|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.||R499,229|
|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.||R426,527|
|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.||R585,549|
|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.||R571,536|
The responsibilities and salaries of Service Operations roles and boards with ITIL V3 certification in Johannesburg are as given below:
|Sl, No.||Roles||Responsibilities||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.||R359,404|
|6.||Incident Manager||The Incident Manager is responsible for incident management evaluation and incident information.||R268,659|
|7.||IT Operations Manager||IT Operations Manager manages the planning, budgeting and auditing of the company, and develops operational policies and procedures.||R559,434|
|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.||Roles||Responsibilities||Salary (per annum)|
|1.||CSI Manager||The Continual Service Improvement managers improve IT Services and IT Service Management Processes.||R689,312|
|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.|
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 www.prometric.com 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 prometric.com.
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 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 www.pearsonvue.com
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 www.pearsonvue.com 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:
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:
ITIL® Exam Cost (V3 & V4)
Price for India
ITIL® V4 Foundation
Service Lifecycle Modules
Continual Service Improvement
Service Capability Modules
Planning, Protection, and Optimization
Operational Support and Analysis
Service Offerings and Agreements
Release, Control, and Validation
ITIL® Managing Across the Lifecycle
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.
Following are some of the criteria to consider while looking for the best ITIL V4 certification training institute in Johannesburg:
ITIL V4 certification training can be taken by the following professionals:
Given below are some of the tips to help you choose the best ITIL V4 certification trainer in Johannesburg:
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.
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: https://www.knowledgehut.com/refund-policy