The ITIL® 4 Foundation Certificate is an introduction to ITIL® 4 framework. It allows the candidates to understand the IT Service Management by using the end-to-end operating model. It deals with the creation, delivery, and continual improvement of IT services and products. Professionals who are ITIL® 4 certified know who ITIL® can be used to enhance the IT Service Management.
ITIL® 4 is the next evolution of the ITIL® framework. It consists of a stream of four modules named ITIL® Managing Professional (ITIL® MP). These four modules are:
ITIL® Managing Professional (MP) is designed for apprentices who engage with technology and digital teams throughout the organization.
They are not just confined to the IT departments. This course attempts to give experience and expertise to run successful teams, IT projects, and workflows.
Modules cover ‘ITIL® Specialists’ in -
ITIL® Managing Professional
ITIL® Strategic Leader
Digital & IT
ITIL® V4 Foundation
The objective of this course is to develop the apprentice on how to utilize technology to address and deliver business procedure. It also emphasizes the role of IT in this process.
ITIL V4 Syllabus includes -
ITIL® 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 the east transition while gaining the designation of the ITIL® Managing Professional.
ITIL® v3 expert
If you are on this level, get the ITIL® Managing Professional designation by taking the ITIL® Managing Professional Transition module as soon as it is released.
After achieving the destination, you will only need to pursue the ITIL® Leader Digital and Strategy module instead of completing the ITIL® Strategic Leader stream. Completing both the streams will make you eligible to move towards the ITIL® Master.
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 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.
1.1 Recall the definition of:
1.2 Describe the key concepts of creating value with services (2.1,2.1.1, 2.2 and all subsections of 2.5):
1.3 Describe the key concepts of service relationships: (2.3.2, 2.4, 2.4.1 ):
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):
3.1 Describe the four dimensions of service management (3):
4.1 Describe the ITIL service value system (4.1)
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:
6.1 Recall the purpose of the following ITIL practices:
6.2 Recall definitions of the following ITIL terms:
7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:
The average annual income for an Incident Manager in Zurich is around CHF110,000. The salary range per annum for an Incident Manager in Zurich ranges between CHF106K - CHF115K.
According to LinkedIn Salary, an ITIL V3 certified Problem Manager in Zurich can earn
The average annual salary of a Change Manager in Zurich with ITIL® Certification is CHF 113,000 per annum. The annual salary of a Change Manager in Zurich ranges from CHF 81,000 to CHF 179,000.
The average annual salary of a Business Relationship Manager in Zurich with ITIL® Certification is CHF 123,360. The annual salary of a Change Manager in Zurich ranges from CHF 81,000 to CHF 176,000.
The annual income of a Project Manager with ITIL® certification based in Zurich is CHF 114,000 per annum. The annual salary ranges from CHF 57,000 to CHF 159,000.
The average annual income of a Service Delivery Manager with an ITIL® certification based in Zurich is CHF 124,224. The annual salary ranges between CHF 88,000 and CHF 161,000 per annum.
The Service Strategy roles for ITIL V3 certification in Zurich have the following responsibilities and salary structure:
|Sl. No.||ITIL Roles||Responsibilities||Salary in Zurich (per annum)|
|1.||Business Relationship Manager|
The responsibilities of Business Relationship Manager include:
|2.||Demand Manager||The responsibility of demand manager is to anticipate, understand and influence the customer’s request for services.||CHF 117,664|
|3.||Financial Manager||The job of Financial Manager is to manage accounts, budgeting, and charging requirements of the IT service provider.||CHF 129,098|
|4.||IT Steering Group (ISG)||The ISG makes sure that the IT strategies are aligned according to the business.|
|5.||Service Portfolio Manager||The role of a Service Provider Manager is to develop service provider offerings. These offerings are designed such that they can strategize to serve the customers.||CHF 118,550|
The responsibilities and salaries of the ITIL® V3 Service Design Roles in Zurich are as follows:
|S. No.||Roles||Responsibilities||Salaries (per annum)|
|1.||Applications Analyst||The responsibility of Application Analyst is to manage the applications throughout the life cycle.||CHF 95,000|
|2.||Availability Manager||Availability manager ensures the availability of IT services through planning, analyzing, measuring, defining and improving all aspects of service.|
|3.||Capacity Manager||Capacity Managers delivers infrastructure services depending upon the authorized capacity and performance targets in a profitable manner.|
|4.||Compliance Manager||Compliance Managers make sure that all the guidelines are followed with verification on steady accounting and other practices that are being engaged.||CHF 121,909|
|5.||Enterprise Architect||An Enterprise Architect maintains the architecture of the enterprise (EA).||CHF 147,728|
|6.||Information Security Manager||The Information Security Manager is responsible for an organization’s information, assets, IT services, and data confidentiality, integrity and availability.||CHF 124,600|
|7.||IT Service Continuity Manager||IT Service Continuity Manager manages risks, which might hinder the effective handling of IT.|
|8.||Risk Manager||The job of the risk managers is to analyze the assets valuable to the business.||CHF 112,334|
|9.||Service Catalogue Manager||Service Catalogue Manager makes sure that all the information in the Service Catalogue is accurate and up-to-date.|
|10.||Service Design Manager||The responsibility of a service design manager is to develop quality designs to improve the services.|
|11.||Service Level Manager||The Service Level Managers ensure that the contracts are in line with the agreed service level targets|
|12.||Service Owner||Service Owners support the Service Level Manager while negotiating Operational Level Agreements (OLAs).|
|13.||Supplier Manager||The Supplier Managers ensure that contracts with the suppliers are as per the requirements of the business.|
|14.||Technical Analyst||The role of the technical analyst is to offer technical support as and when required.|
The responsibilities and salaries of ITIL® V3 Service Transition Roles and Boards in Zurich, are:
|S. No.||Roles||Responsibilities||Salaries (Per Annum)|
|1.||Application Developer||Application developer develops and maintains the custom applications.||CHF 82,504|
|2.||Change Advisory Boards (CAB)||The CAD manages the change of manager taking into account prioritization, assessment, and scheduling of Changes.||NA|
|3.||Change Manager||The change managers manage the IT services such that there is minimum disruption.||CHF 113,000|
|4.||Configuration Manager||A Configuration Manager ensures information about configuring items is maintained, which is essential for delivering IT services.|
|5.||Emergency Change Advisory Board (ECAB)||The high impact emergency changes are decided and maintained by the Emergency Change Advisory Board (ECAB).|
|6.||Knowledge Manager||The management and analysis of information and knowledge is done by the Knowledge Manager.|
|7.||Project Manager||The Project Manager manages the allocation and allotment of resources being used for a project.||CHF 114,000|
|8.||Release Manager||The quality of products being released is ensured and maintained by the Release Manager.|
|9.||Test Manager||The operations of IT department are authenticated and verified by the Test Manager to support the new service. He/she ensures that the deployed releases and services meet customer expectations.||CHF 116,452|
The responsibilities and salaries of Service Operations roles and boards with ITIL V3 certification in Zurich are as given below:
|S. No.||Roles||Responsibilities||Salary (per annum)|
|1.||1st Level Support||The incidents are received by the 1st level support services. It registers, classifies and restores the IT services in case of failure.|
|2.||2nd Level Support||The problems left unattended and unresolved by the 1st level support are passed on to the 2nd level support services.|
|3.||3rd Level Support||In case the second level support is unable to solve a problem, then it requests the 3rd level support to resolve it.|
|4.||Access Manager||The access manager ensures that access to a service is prevented for unauthorized users and access is given to authorized users.|
|5.||Facilities Manager||The Facilities Manager handles physical environment with IT infrastructures such as power and cooling, building access management or environment monitoring.|
|6.||Incident Manager||Incident manager manages the incidents and reports them and implements the Incident Management process.||CHF110,000|
|7.||IT Operations Manager||IT operations manager controls the everyday operational activities.||CHF 130,000|
|8.||IT Operator||Performing back-ups, completion of scheduled jobs and installation of standard equipment in the data center are day-to-day operational activities that are the primary responsibility of the IT Operator.|
|9.||Major Incident Team||Major Incident Team focuses on resolving a major incident.|
|10.||Problem Manager||A Problem Manager prevents Incidents from occurring or lowers the impact of incidents, which cannot be prevented.|
|11.||Service Request Fulfillment Group||The Service Request Fulfillment Group ensures the fulfillment of the services.|
Roles with ITIL V3 Continual Service Improvements in Zurich include the following responsibilities and salaries:
Salary (per annum)
CSI stands for Continual Service Improvement. The CSI managers enhance the IT service management practices.
A Process Architect takes care of all the changes to processes and makes sure that they collaborate in a seamless manner.
A Process Owner works toward design sponsorship and continuous enhancement of a process and its metrics.
The Plan-Do-Check-Act method or PDCA Cycle is one of the best ways to prepare for the ITIL V4 certification exam. The PDCA Cycle includes:
Plan – The first step when preparing for any examination is to develop a strategy depending upon the time left to study and the syllabus of the examination. Thus, put a plan in place.
Do – The plan is put into action by implementing it
Check – Make sure to take regular mock tests and see if your plan is actually working and make the required adjustments to improve your score.
Act – Achieve your target score through revision, tests, reviews and so on.
Prometric is a US based company that offers technology-enabled testing as well as assessment. It allows its customers to develop and launch global testing programs and the results. It measures the data accuracy of these programs as well. It provides the solutions for the lead test development along with the test delivery options. It allows its customers to develop and launch global testing programs and the results. It measures the data accuracy of these programs as well. The company was able to establish this goal with the assistance of about 10,000 test centres in more than 160 countries by using the web technology to deliver test flexibilities.
Annually, around 400 customers from diverse sectors like finance, healthcare, academics, government, corporate, information technology and professional administer and deliver 10 million tests by this wholly owned subsidiary of ETS.
Visit the official website of Prometric i.e., www.prometric.com and follow the steps to register for your ITIL V4 Foundation exam in Zurich.
Step 1: Select ‘Schedule My Test’ and click it.
Step 2: For scheduling the exam, select the test sponsor. PeopleCert is the ITIL V4 Foundation Exam test sponsor.
Step 3: Now, you will get a list of all the Peoplecert exams.
Step 4: Again, select the option “Schedule my test” on this page.
Step 5: Step 4 will redirect you to the schedule/reschedule for. Select Switzerland and then click the next button and fill in all the required information.
Step 6: You will be redirected to a page providing all the information about registration and also the rules and regulations of the test. Carefully, read all the instructions and click the 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: Recheck your details and select the date and time of your choice from the options given.
Step 11: Your appointment process gets completed after the appointment verification process.
Pearson VUE is a part of Pearson, which is one of the World’s largest learning organizations. Pearson VUE has 450+ credential owners from different parts of the world. The organization employs more than 35,000 people across the world.
Pearson VUE assists its credentials owners in developing, managing, delivering and growing the testing programs. The online practice tests are handled by Pearson VUE with high stakes and proctored exams, which requires an environment that’s very secure and foolproof.
Your appointment can be scheduled through Pearson VUE for ITIL V4 Foundation exam by following the steps given below:
Step 1: Visit www.pearsonvue.com and login.
Step 2: Select the option ‘For Test Takers’ and choose ‘Schedule an exam’.
Step 3: Select the test sponsor on the homepage itself. Your sponsor for ITIL Foundation exam is PeopleCert.
Step 4: You may sign-in or create an account after clicking on PeopleCert. This helps you 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. The instructions to locate your test center will be given.
Step 1: Select the option ‘Schedule an exam’ from the dropdown list.
Step 2: Select your test sponsor. You should select ‘PeopleCert’ for ITIL exam.
Step 3: After selecting the test sponsor, you will be redirected to the Peoplecert page where you should select ‘Find a test center’.
Step 4: Your test center can be located on this page. In order to search for your test centre, enter Switzerland and click on ‘Search’.
Step 5: The list of test centers in Zurich will be displayed.
The nearest Pearson VUE test center in Zurich is:
Avenue des Boveressses 52
Ph no-  21 654 40 60
The nearest Prometric testing center in Zurich is:
Tower B, Prestige Shantiniketan, ITPL Main Rd, Thigalarapalya, Whitefield, Bengaluru,
Phone: 080 4336 4785
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
The Instructor led training for ITIL® V4 Certification charge in Zurich are as follows:
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.
Here is a list of other components included in ITIL® V4 Certification cost:
Full length practice tests for professional ITIL certification are available online at a price of $25 to $50.
Following are some of the criteria to look for while searching for the best ITIL V4 certification training institute in Zurich:
ITIL V4 certification training can be taken by the following professionals:
The prerequisites to be considered in order to choose the best ITIL® V4 Certification Trainer in Zurich, are:
In order to avail classroom training for ITIL® V4 Certification in Zurich the cost varies but the average cost is CHF1295.
The benefits of taking up ITIL® V4 Certification in Zurich include:
Improved confidence: The detailed understanding of ITIL framework will help through the activities and processes involved in ITIL.
Better pay: After you have successfully completed the ITIL V4 certification training, a new path of endless opportunities will be opened. The chances of an ITIL V4 certified member bagging a job is increased significantly as compared to the ones who do not have the certification.
Skills and Expertise: ITIL V4 certification will not only help you attain a certificate rather it will enhance your skills and expertise. You will be way more productive and your quality of work will improve significantly. You will experience more recognition by the members of your senior management as well as colleagues.
Knowledge of common terminology: You will be well-versed with the ITIL framework and only ITIL V4 certification gives you the knowledge about common terminologies used in various industries in different countries around the world.
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