What is ITIL 4? What’s in it for me?

The latest version of the world’s most popular ITSM framework is called ITIL 4. It is the outcome of the contribution of more than 150 industry experts, contributors, and writers along with a new ITIL Development Group which comprises of more than 2000 members who represent many of the largest organizations around the world. Focus and purpose of ITIL 4: The major focus of ITIL 4 is on integrating the ITIL guidance with best practices from the world of Agile, DevOps, and Lean. Its purpose is to provide comprehensive guidance to the organizations for managing Information Technology in the modern service economy. As the name suggests, it is going to play a pivotal role in supporting individuals and organizations to helm the Fourth Industrial Revolution. The Publications associated with ITIL Strategist, ITIL Specialist, and ITIL Leader will be released along with respective modules in the second half of 2019.

When will ITIL V4 be released?

The fourth version of ITIL, the latest version of the world’s most popular ITSM framework, was released on 28th February 2019 .

Why ITIL and what’s the purpose of ITIL 4?

The previous versions of ITIL faced criticism based on the relationship with the ITSM community and its failure to keep up with the recent trends in IT operations and software development. ITIL 4 has come up with community-driven updates and identifies Agile, DevOps, and Lean as key focus areas for integration with traditional ITIL best practices to address this criticism.

How to get certified in ITIL 4 based on the new certification scheme?

The certification scheme for becoming an ITIL Master has undergone some changes in ITIL 4. There are two designations which have been streamlined with certain modules to provide clear paths for practitioners to continue their ITIL journey. AXELOS has defined various paths to upgrade your ITIL V3 certifications to corresponding ITIL 4 certificates.

What next after ITIL 4 Foundation Certification course?

According to a report in CRN, ITIL is one of the top 15 money making certifications of 2015. This reflects its growing popularity among organizations who want professionals to enhance their profit margins by implementing the techniques of ITIL. The Foundation Certification is also a stepping stone for certifications such as ITIL Managing Professional and ITIL Strategic Leader, which can help further enhance the IT service management of organizations.

Why should you pursue the ITIL 4 Certification?

ITIL 4 today translates to big opportunities. Organizations realize that implementing ITIL 4 techniques can help improve efficiencies by streamlining processes and facilitating communications between team members and stakeholders. This ensures maximum utilization of resources for project improvement.Organizations are therefore on the lookout for ITIL qualified professionals and this in turn has increased the earning potential of such individuals by 17%, according to Indeed.com.

What are the certification levels in ITIL 4?

Below are the certification levels in ITIL 4: ITIL 4 Foundation - now available ITIL Managing Professional (MP) - launching 2020 ITIL Strategic Leader (SL) - launching H1 2020 ITIL 4 Master - launching H2 2020 One of the main characteristics of the new ITIL 4 certification scheme is that it is now formed by two different designation streams; ITIL Managing Professional (ITIL MP) and ITIL Strategic Leader (ITIL SL). To become an ITIL Managing Professional (ITIL MP) , you must complete the following modules: ITIL 4 Foundation ITIL Specialist: Create, Deliver and Support ITIL Specialist: Drive Stakeholder Value ITIL Specialist: High-Velocity IT ITIL Strategist: Direct, Plan and Improve To become an ITIL Strategic Leader (ITIL SL) , you must complete the following modules: ITIL 4 Foundation ITIL Strategist: Direct, Plan and Improve ITIL Leader: Digital and IT Strategy In order to be eligible to become an ITIL Master, you must have both the ITIL Managing Professional (ITIL MP) and ITIL Strategic Leader (ITIL SL) designations.

What are the levels of ITIL certification (ITIL V3)?

The ITIL framework is comprised of a series of qualifications focused on different aspects of ITIL best practices to various degrees of depth and detail. By completing each level of certification, credits are awarded which are needed to take you to the next qualification level.The five different certification levels within the scheme are: Foundation level- The entry level of qualification Practitioner level- It provides the ability to adopt and adapt in ITIL organizations Intermediate level- This level offers a module pattern providing a different focus on IT service management. Expert level- This is targeted at candidates who are interested in acquiring enhanced knowledge of the ITIL scheme. Masters level- The final stage is the Masters level. Here you get to prove all you have learned in the previous stages. You must attempt and pass a qualifying exam for each level in order to achieve the certification.

What are the prerequisites that you need to consider to choose the best ITIL® 4 Certification Trainer in India, US and around the globe?

There are certain prerequisites which you need to check while searching for the best ITIL 4 Certification Trainer. They are: You should check if the trainers are ‘ITIL Master Certified’ and are Senior Consultants. The trainer must provide support before, during, and after the exam. Going further, you should check the total years of experience of the trainer in the field. You should also try to find out about the attitude of the trainer towards the candidates. Apart from the points listed above, you should also try to learn about the facilities provided by the trainer for learning. You should further consider the Certification Exam Preparation techniques adopted by the trainer. Finally, you should find out information about the fee structure of the ITIL 4 Certification Trainer.

What is the structure of the ITIL 4 Framework?

ITIL gets updated regularly to meet ever-growing expectations and competition. The latest version is the ITIL 4. The framework has been upgraded to lead business companies to approach new service management challenges. They also assist them in efficiently using modern technology to its highest ability. Flexibility, integration and coordinated systems have been given priority while designing this version. Purpose and Focus of ITIL 4 The ITIL framework can be embraced by every type of business, irrespective of the sector, that wants to provide high quality and service, and enhanced customer experience. The framework will guide them not only in addressing management challenges but to effectively overcome them. The concepts are so developed that organizations or individuals can apply them to real-world business or enterprise challenges and ensure quick and effective solutions. ITIL 4 will assist in governing as well as managing every possible IT-enabled service

How to become an ITIL® Managing Professional (ITIL® MP) under ITIL 4 Certification scheme?

To become an ITIL® Managing Professional (ITIL® MP) you need to take up the following examination modules: ITIL 4 Foundation ITIL Specialist: Create, Deliver and Support ITIL Specialist: Drive Stakeholder Value ITIL Specialist: High Velocity IT ITIL Strategist: Direct, Plan and Improve

How to become an ITIL® Strategic Leader (ITIL® SL) under ITIL 4 Certification scheme?

To become an ITIL® Strategic Leader (ITIL® SL) you need to take up the following examination modules: ITIL 4 Foundation ITIL® 4 Strategist: Direct, Plan, and Improve ITIL® 4 Leader: Digital and IT Strategy.

How to become an ITIL® Master under ITIL 4 Certification scheme/path?

To become an ITIL® Master you need to complete the modules under both the above mentioned designations, namely, ITIL® Managing Professional (MP) and ITIL® Strategic Leader (SL).

What is ITIL® Service Value System in ITIL 4 (ITIL® SVS)?

The service value system (SVS) is a key component of ITIL 4 and facilitates the co-creation of value through all the components and activities of an organization. The SVS forms an ecosystem by linking with other organizations, creating value in parallel for those organizations, their customers and stakeholders. ITIL SVS majorly focuses on these components - ITIL service value chain, ITIL guiding principles, ITIL practices, Governance, Constant growth. The ITIL service value chain implements a working model for the production, delivery and constant growth of the services. The model consists of 6 key elements that can be linked together using various ways hence creating numerous variants of the value stream. In order to address the requirements of multimodal service management, the value chain is made flexible enough to be easily adapted through various methods like centralized IT and DevOps. It is this flexibility that allows the company to focus on its constant growth as well as to satisfy the ever-changing demands of the industry.ITIL practices assist in developing the service value chain by expanding their flexibility. To support the ITSM practitioners with a complete toolset, every ITIL practice supports multiple service value chain activities. An organization’s behavior and the fundamental base play a major role in guiding its growth. This is why the ITIL guiding principles are implemented as they assist in building a productive environment through day-to-day activities. They make sure that everyone in the organization is on the same page and is working towards achieving a unified vision. The governing body supervises and shares some specific guidelines and strategies with the organization to improve productivity. The governance also helps in improving coordination among the members and hence boosting the company-value. The ITIL SVS is backed up by the constant growth models and procedures to keep up with the continuous changes and upgradations. This improves the adaptability and helps the organization to be versatile.

What are the core benefits of ITIL® Service Value Chain (ITIL® SVS)?

ITIL Service Value Chain (ITIL SVC): The SVC is an operating model for service delivery through six core activities, which can be combined in different ways to provide a flexible set of value streams.These six key activities of the Service Value Chain are Plan, Improve, Engage, Design and Transition, Obtain/Build, and Deliver and Support.All the entities in the chain share a common goal and customer satisfaction is the highest priority. Some of the benefits of ITIL SVC are: Innovation Advantage: Through the innovation value stream, the organization always holds a competitive lead over its rival. The innovations can be in terms of business or operation. Support Advantage: The ITIL support value stream helps increase productivity and reduce disruptions by efficiently managing the incidents. Transparency: Instead of relying on multiple processes, one can just keep the focus on the value stream chain and deliver value to the business while ensuring transparency in all activities. ITIL Practices and Guiding Principles: ITIL 4 consists of the best practices used in the IT industry for seamless and increased productivity. Some of its benefits are: ITIL 4 offers a stronger alignment between the IT and business aspects within an organization. With an increase in productivity, costs are also gradually brought down, thus, making it cost-effective as well. Through its incident and problem management, ITIL 4 aims to manage and reduce risks both from business as well as IT perspective. Governance and Continual improvement: The governance and CSI aims that services should always adheres to quality standards and should also respond appropriately to customer need changes. Its key benefits are: Helps in providing better metrics and measurements for reporting purposes. Increases the quality and efficiency of the services. Defines responsibilities and roles for the team. Fills the gap between the customer and business needs.

What are the four dimension models of Service Management that come under ITIL 4? What’s the major purpose?

ITIL 4 aims to reduce the gap between the customer and service provider through a holistic approach. ITIL 4 framework, while retaining the former 4 P’s of ITIL (People, products, partners, and processes), redefines them to be more customer sensitive.All 4 of these dimensions are significant for creating value for the stakeholders which is why each component of SVS should adhere to these dimensions. The 4 dimensions of Service Management in ITIL 4 are: Organizations and People: As the name suggests, these dimensions cover the case of ‘people’ or the professionals implementing it as well as the organization itself. It specifies that each person should be aware of his/her role to maximize their contribution to the service. It supports the corporate culture as well as the optimum level of staff capacity and competence. Information and Technology: The information here being talked about is the information used in the service itself be it any - supporting information or knowledge. This information is imperative for the management of services. Technology includes: AI/ML Use of Mobile platforms Automation Testing Continuous Integration/Development/Deployment solutions Partners and Suppliers: For every service, there are partners and suppliers who are directly involved in designing, deployment, supporting, and even the continual improvement process. The suppliers interact with the organizations and use their relationship to create value for them. Value streams and processes: Value Streams are generally a stream of steps which are integrated together to create value through products and services. The processes underpin these streams and produce output with given activities input.

ITIL® V3 Intermediate Transition: I have achieved 3/6/9/12/15 credits by completing the ITIL® V3 Intermediate Service Lifecycle modules. What will be my next ITIL® Certification Path in V4?

There are two options for you to continue your ITIL journey after completion of your ITIL® V3 Intermediate Service Lifecycle modules. They are: Option 1: If you have achieved 17 credits or more since the ITIL® V3 Foundation then you are eligible to take the ITIL 4 Managing Professional Transition module. This will help you to fast track past the V3 MALC course and exam. You don't need to take the Managing Across the Lifecycle (MALC). Option 2: If the credits earned by you don’t match the 17 credits required to take the ITIL 4 Managing Professional Transition module, then you can continue to collect the V3 credits for an easier transition to ITIL 4.

What are the immediate requirements which I need to fulfill in order to take up the modules under ITIL® Managing Professional (ITIL® MP) designation in ITIL V4?

You need to fulfill certain requirements in order to take up the modules under ITIL® Managing Professional (ITIL® MP) designation in ITIL 4. They are as follows: You can take up the modules under ITIL® Managing Professional (ITIL® MP) if you are an ITIL® V3 Expert. It is advisable for you to take up this transition before June 2020 in order to keep up your ITIL® credentials. Another way to take up the modules is to start from ITIL 4 Foundation. Even if you have an ITIL® V3 Foundation under your belt, AXELOS recommends you to make a transition to ITIL 4 Foundation. If you have an ITIL® V3 Practitioner or an Intermediate and have achieved 6 or more credits then it is recommended for you to continue collecting V3 credits for an easy transition to ITIL 4 and gain the ITIL® Managing Professional. You need to reach 17 credits to be eligible to take the modules under this designation.

What are the major roles of the ITIL® Managing Professional (ITIL® MP) designation in ITIL 4?

IT practitioners who are a part of the digital and technology teams across businesses are targeted under ITIL® Managing Professional (ITIL® MP) in ITIL 4. The major role of the Managing Professional stream is to provide inputs on technical and practical knowledge required to successfully run IT projects, workflows, and teams.

Are there any recommended modules and approaches from AXELOS to become an ITIL® Managing Professional in ITIL 4?

Yes, AXELOS has recommended a few standard modules which should be completed in order to become an ITIL® Managing Professional. They are: ITIL 4 Foundation ITIL® Specialist Create, Deliver, and Support ITIL® Specialist Drive Stakeholder Value ITIL® Specialist High Velocity IT ITIL® Strategist Direct, Plan, and Improve. The ITIL® Managing Professional is a part of the ITIL® Transition Module and you can become one if you are an ITIL® V3 Expert or have 17 credits or more.

Has AXELOS recommended any module or approach (gaining credits) in ITIL 4 to become an ITIL® Strategic Leader?

Yes, the following modules have been recommended by AXELOS in ITIL 4 to become an ITIL® Strategic Leader: ITIL® Strategist Direct, Plan, and Improve ITIL® Leader Digital and IT Strategy The recommended approach to become an ITIL® Strategic Leader is that once you become an ITIL® Managing Professional, you need to complete all the modules under it.

When will the ITIL® Managing Professional Transition Module be discontinued by AXELOS?

The ITIL® Managing Professional Transition Module provides an opportunity to the ITIL® V3 Experts to align their ITIL® V3 certification to ITIL 4 in order to continue their ITIL journey. As this is a part of the 4 modules which are being introduced in 2019, it is the latest version and will hold good for a while.

What are the major roles of the ITIL® Strategic Leader (ITIL® SL) designation in ITIL 4?

ITIL® Strategic Leader recognises the value of ITIL® for all digitally enabled services and not just for IT operations. The major role of an ITIL® Strategic Leader includes the demonstration of a clear understanding of how IT directs and influences business strategy.

What are the eligibility requirements which I need to fulfill to take up the modules under ITIL® Strategic Leader (ITIL® SL) designation in ITIL 4?

If you are planning in continuing your ITIL® journey after getting the designation of ITIL® Managing Professional then AXELOS recommends that you should pursue the ITIL® Strategic Leader stream.Once you achieve the ITIL® Managing Professional designation, you need to complete the ITIL® Leader Digital and Strategic module under the ITIL® Strategic Leader stream to qualify as an ITIL® Strategic Leader.

Has AXELOS introduced any change in the format of ITIL® V3 to become an ITIL® Master in ITIL 4?

Yes, in ITIL® V3, to become an ITIL® V3 Expert you had to earn 22 credits from ITIL® V3 Foundation, ITIL® V3 Practitioner, ITIL® V3 Intermediate, and ITIL® V3 MALC in order to qualify for ITIL® V3 Master. Whereas, in ITIL® 4 you must have both ITIL® 4 Managing Professional (ITIL® 4 MP) and ITIL® 4 Strategic Leader (ITIL® 4 SL) designations to be eligible to become an ITIL 4 Master.

What is the process of appearing for the ITIL4 Foundation?

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

Does my ITIL4 Foundation Certificate expire?

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

What is the difference between ITIL V3 and ITIL4?

In ITIL v3, the process is a series of activities that are upgraded to practices in ITIL4. In the latter, practices are something you can perform with the help of the right resources. The Service lifecycle of ITIL v3 had 5 stages - Service Strategy, Design, Transition, Operating, and Continual Improvement. It was based on the waterfall model. The ITIL4 framework is based on the Service Value System (SVS) that gives the description of how the activities and components should work together for enabling the organization’s value. The CSI model of ITIL v3 is updated to the CI model of ITIL4. In the ITIL4, the Continual Improvement model provides a structured approach to identify and implement different approval at different organizational levels. It has seven steps that can be compared to the 7-step improvement process of the ITIL v3 framework. The four Ps of the ITIL v3 framework - People, Process, Product, and Partners have been changed to the four dimensions of the ITIL4 framework - People and Organizations, Information and Technology, Suppliers, and Partners, and Processes and Value streams. ITIL v3 framework considers service as a means to deliver value to the customer through the facilitation of the outcomes they want. In the ITIL4 framework, Service is a means of value co-creation through the facilitation of outcomes a customer wants without undergoing any risk of cost. The qualification roadmap for ITIL v3 is: Foundation Practitioner Intermediate Expert Master The qualification roadmap for ITIL4 is: Foundation Managing Professional Strategic Leader Master Please note that ITIL V3 Practitioner is not mandatory for taking up the Intermediate level. Also, you do not need to take the Strategic Leader level after the Managing Professional level. The only prerequisite for Strategic Leader is the Foundation.

I have an ITIL v3 expert certification. How do I update my certificate to the current version?

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

What is the difference between ITSM Certification and ITIL Certification?

In the 1980s, when most organizations were planning to migrate or migrate to digital technology, there was an emergence of best practices of ITSM. Later, the term ITIL was introduced to refer to these practices. ITIL or IT Infrastructure Library is a group of documents providing best practices and a framework for building ITSM Best Practices. An IT Service Provider who follows the recommended ITIL processes can reduce their service management costs and increase efficiency. Apart from the best practices, ITIL has also provided common terminologies like Incident, Change, Problem, Knowledge, Configuration Management Database (CMDB), and Configuration Item (CI). All these terms are frequently used by professionals working in IT Service Management. ITSM is about people, processes, and technology. It is not a software solution. The solution is just one component of ITSM. This can be considered a strategic approach to design, deliver, manage, and improve the way IT is used in an organization. Its goal is to ensure that the right people, processes, and technology are in place so that the company can meet its business goals. Most of the ITSM software tools have the following components: Business objects (group, roles, etc.) Database Process engine Software solutions used for supporting ITSM are designed to align with the best practice recommendations of ITIL.

What is ITIL certification?

ITIL® is a systematic series of certifications through various levels, that provides a module pattern to the ITIL® framework. This is comprised of a series of qualifications focused on the various aspects of ITIL® practices to various degrees of depth and detail. It is beneficial to people interested in IT management. With this certification: A better understanding of how to enhance IT services within an organization is achieved. Students will acquire a basic understanding of the ITIL® framework. It can help people working in an organization that has adapted to ITIL®.

How can I become an ITIL® Master in ITIL V4 Certification scheme? What are the qualification criteria?

If you’re already certified in ITIL V3 Foundation, the following approaches help to become ITIL 4 Master: a) You need to earn 17 credits from the modules under ITIL® V3 scheme which makes you eligible to take the ITIL Managing Professional transition module in order to migrate to the ITIL® 4 scheme. b) Once you achieve the ITIL® 4 Managing Professional designation then you should also pursue the ITIL® 4 Strategic Leader. You can opt for ITIL 4 Master once you complete the modules under both the designations. AXELOS has introduced ITIL® 4 with a few new modules which you need to take up to become an ITIL® Master. Once you complete the ITIL 4 Foundation, you need to complete the modules under both the designations in order to become an ITIL® 4 Master.The ITIL® 4 modules recommended by AXELOS to become an ITIL 4 Master are as follows: Designations Modules ITIL® Managing Professional (ITIL® MP) ITIL4 Foundation ITIL® 4 Specialist: Create, Deliver, and Support ITIL® 4 Specialist: Drive Stakeholder Value ITIL® 4 Specialist: High Velocity IT ITIL® 4 Strategist: Direct, Plan, and Improve ITIL® Strategic Leader (ITIL® SL) ITIL 4 Foundation ITIL® 4 Strategist: Direct, Plan, and Improve ITIL® 4 Leader: Digital and IT Strategy

What is an ITIL qualification?

The ITIL qualification scheme equips IT professionals with the knowledge of best practices for the efficient execution of IT services and the improvement of service delivery to businesses. Its training focuses not only on technology or processes but also on the capability of the personnel using the technology and deploying the services. The ITIL qualifications are designed to help customers get value from IT services and ensure that organizations manage their services better in order to grow. The guidelines follow an end-to-end approach and critically assess and find optimal solutions to manage the entire service life-cycle, from requirements identification to the design and creation of the solution or service.

What should you look for while searching for the best ITIL 4 Certification Training Institute in India, US and around the globe?

The factors which you should look for while searching for the best ITIL 4 Certification Training Institute are the same around the globe. There are a few prerequisites which you must consider while looking out for the best ITIL 4 Certification Training Institute. They are: The Training Institute must have accreditation from PeopleCert, APMG, and PECB. The Training Institute must have AXELOS Accredited courseware that is being used by various partners, internationally. You must also ensure that the Training Institute has a high passing rate. The trainers and consultants must be accredited and experienced in the field. You should also ensure that you are provided with an exclusive Pre-Courseware to come up with more specific queries. Moreover, you should check if the training is hands-on and offers consulting exposure, role plays, live case studies. It should not be confined to theory and slides alone. Finally, you should feel assured that you’re getting value for your money that you have spent to get the ITIL® V3 2011 Certification.

What is the exam content format to prepare for ITIL Certification (ITIL 4 and ITIL® V3 Certification)?

The examination has certain parameters which the candidate must qualify in order to be eligible to receive the ITIL foundation certification. Type The Question types are MCQ or Choice Questions. It consists of 40 questions. These questions are picked from the ITIL Foundation Certification question bank. Duration The time limit provided is 60 Minutes or 1 hour. Provisions for additional time relating to language Candidates who are attempting the examination in a language other than their mother tongue, are allocated 15 mins more than the usual duration, making it 75 mins to complete their examination. They are also allowed to use the dictionary. Prerequisite Since ITIL® is a competitive and rather tough examination, an Accredited ITIL Foundation training is recommended. However, it is not a prerequisite. Supervised Yes Open Book No Pass Score Minimum Marks required - 26/40 or 65% Delivery This examination is available in two formats. Computer-based or Paper-based format.

What are the benefits of ITIL 4 Framework compared to ITIL® V3 Framework?

ITIL 4 has been anticipated to solve the problem which was highlighted in ITIL V3 - the inability to keep up with the new technological advancements in the IT industry. Some of the benefits of ITIL 4 framework compared to ITIL V3 framework are- It includes all the best things from ITIL It is flexible to work with other technologies and methods Provides a comprehensive approach for co-creating value for your customers Helps lay the course for the modern digital world ITIL 4 Framework comprises of two key components, namely, ITIL® service value system (SVS) and the four dimensions model. The benefits of the newly introduced ITIL® Framework are as follows: The ITIL® SVS of the ITIL® Framework facilitates the integration and coordination of the components and activities which enables an organisation to create value through IT-enabled services. ITIL® SVS further provides a strong, unified, and value-focused direction for the organisation. An organisation can ensure its SVS remains balanced and effective by giving an appropriate focus on each of the dimensions under the four dimension model of the ITIL Framework.

What is ITIL certification used for?

The certification is used to achieve quite a number of goals in the industry. Some of the benefits are: The ITIL certification course online increases the value of the professional in the labor market. It provides the platform to stand apart from the multitude of uncertified IT professionals in the industry. It is a medium for learning how to properly utilize ITIL tools and their techniques, improve efficiency and effectiveness at the workplace, and get recognized for your expertise by your peers both inside and outside the organization.

How does ITIL help businesses?

Businesses who have adopted ITIL can vouch for its numerous benefits. Some of them include improved customer satisfaction, better communication flow, reduction in external and internal cost, business productivity and competent IT staff. ITIL, in short, helps businesses provide quality services. It also helps them manage business risks by preventing and resolving service disruption. ITIL has helped organizations improve the relationship they have with their clients. It brings your business alive because it ensures the software and hardware systems are all working in sync to enhance overall efficiency and productivity. ITIL is a framework that makes business activities easier, effective and efficient.

Is it mandatory for me to complete all the modules under ITIL® 4 Managing Professional (ITIL® MP) and ITIL® 4 Strategic Leader (ITIL® SL) designations to become an ITIL® Master?

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

Why should I get ITIL certified?

The ITIL certification training course can benefit anyone who is interested in ITIL. It should be acquired for the following reasons: The certification will enable one to have a sound understanding of the ITIL® framework. It would assist those who have already adopted the ITIL® style to improve on their skill set in contributing to ongoing service improvement within the organization. It will help IT professionals enhance IT service management within the organization. It can help in acquiring the right skill set and qualifications needed for a chosen ITSM career

Where are PDUs applicable?

PDUs are credits awarded by the Project Management Institute. They recognize your dedication to the Project Management world through the award of credits for every educational effort you make throughout your career. PDUs are offered by the PMI®, and every PMI® certification, except the CAPM®, requires you to earn a specific number of PDUs per three-year certification cycle.

How much does ITIL certification cost?

There is no fixed cost of the ITIL certification. However, to determine the certification cost, two major components will have to be combined- the ITIL® exam cost and The ITIL® training cost. Other costs that are also included in the certification cost are the ITIL® study guide and the ITIL® practice tests. The ITIL Certification cost depends on some other factors and these would cause a variation in price, such as the mode of the exam to be taken and the country of residence.

How much would an Instructor-led training for ITIL V4 Certification cost me in India, US and around the globe?

India: An instructor-led training for your ITIL V4 Certification would cost you roughly around INR 19,999 in India. US: Taking an instructor-led training for ITIL V4 Certification in the US would cost you around $700. UK: You can take an instructor-led training to get your ITIL V4 Certification by spending around £925 in the UK.

How much do I need to pay to avail classroom training for ITIL V4 Certification in India, US and around the globe?

Classroom training for ITIL V4 certification in India would cost you around INR 19,999 . These training usually take place for 2 days. You need to spend around $1,299 to take up classroom training for ITIL V4 certification in the US. Taking classroom training for ITIL V4 certification in the United Kingdom will cost you around £465 . You can avail it from one of the leading training providers

Should I pay separately for the certification fee?

No, your course fee includes the ITIL exam fee

What are the Key capabilities of ITIL?

Some of the key capabilities which ITIL® offers to organizations are: Supporting all kinds of business outcomes Enabling business change Managing risk in line with the business needs Optimizing the customer experience Showing value for money Continually improving the services by learning from success/failures of past services

What is EXIN certification?

EXIN is a renowned exam and certification institute that has certified millions of professionals in digital skills for tomorrow’s world. EXIN certifications assess and validate the competencies of professionals and organizations in different industry sectors across the world, and are in high demand. Popular EXIN programs include VeriSM™, Agile Scrum, DevOps, SIAM™, Information Security Management, Data Protection (based on GDPR), Cybersecurity, Data Center Management and Cloud Computing and e-CF® NEXT, among others.

What is the new ITIL V4 Exam Format?

The exam format for ITIL V4 is an objective test pattern with no negative marking. There are 40 questions and you need 26 marks ( 65%) out of 40 to pass . The duration is 60 minutes and it’s a closed book exam.

What is the ITIL Exam Syllabus format and how to get certified in ITIL V3 Foundation?

In order to become an ITIL Foundation certified professional, one has to appear for the one hour online ITIL Foundation certification examination that is held on the last day of the training. The exam itself is a one-hour online examination comprising of 40 questions. You have to score 26 marks (65%) to attain the certification. You will be awarded 2 credits for the same.

What’s the cost of all the ITIL Exams?

The exam fee is one of the components of ITIL Certification cost. The exam fee varies according to the level of ITIL V3 2011 Certification exam which can be clearly explained through the following chart: Sl No. ITIL V3 2011 Certification Price for India 1. ITIL®V3 Foundation £ 236.00 2. ITIL® Intermediate Service Lifecycle Modules Service Strategy £ 283.00 Service Design £ 283.00 Service Transition £ 283.00 Service Operation £ 283.00 Continual Service Improvement £ 283.00 Service Capability Modules Operational Support and Analysis £ 283.00 Planning, Protection, and Optimization £ 283.00 Release, Control, and Validation £ 283.00 Service Offerings and Agreements £ 283.00 3. ITIL® Practitioner £ 389.00 4. ITIL® Managing Across the Lifecycle £ 283.00 Costs indicated are as given on the Peoplecert website at this l ink .

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An immersive learning experience

Immersive Learning

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

Work-like Experiences

Activities and real-world simulations
Experiential learning
Case studies

Outcome-Focused

Get advanced learner insights.
Measure and track skills progress.
Identify areas to improve in.

Blended Learning

On-demand, self-paced learning anytime.
Code review sessions by experts.
Access to discussion forums, community groups.

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The KnowledgeHut Edge

Solid Track Record

KnowledgeHut has empowered thousands of professionals with certifications in ITSM.

Experiential Workshops

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

Comprehensive Exam Support

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

Mentorship by Industry Experts

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

Continual Learning Support

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

Exclusive Post-Training Sessions

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

Take2 Re-Sit Exam Option

Taking an exam involves thorough preparation. It includes an investment in time, energy, and money. In case you're not able to clear the exam, you can re-take it at a fraction of the exam price. PeopleCert's Take2 Re-Sit Exam Option is an offering that is made available to candidates before they register for the exam

Steps to get the ITIL Foundation Certification

The ITIL® framework for IT service management is used by approximately 45 percent of companies all across the world, according to estimates (ITSM). Validate your expertise as an ITIL professional with the ITIL 4 Foundation certification and take advantage of networking opportunities with the best in the industry.

ITIL Foundation Certification Training Course

Prerequisites for the ITIL Foundation Certification Training

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

Who should attend the ITIL certification training?

IT professionals

Business managers

Business process owners

Project managers

ITSM managers

IT professionals in digital

IT professionals in product

IT professionals in development

IT professionals in service

Professionals transitioning to ITIL4

See more See more

What you will learn in the ITIL training

ITIL® Guiding Principles

Understand the Guiding principles for an effective service management decision.

Service Management

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

Governance

Learn about basic governance structuring and modeling.

Service Value Chain

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

Governance activities

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

Processes and their activities

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

View all

Skills you will gain in the ITIL Foundation online course

Engage in organizational transformation

Co-create value

Ensure continued agility

Bring about continual service improvement

Manage problems, risks and incidences

Minimize service disruption

Quantify and demonstrate the value of service

Benchmark services and maximize ROI

Understand and manage customer expectations

Obtain value for money

See more See more

Transform Your Workforce

Evolve IT skills with your business needs

Modernizing your systems may be difficult, whether you're moving from on-premise to cloud or from monolith to microservices. Are your teams armed with the digital dexterity they need to tackle whatever comes next?

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

Skill Up Your Teams

500+ Clients

ITIL Course Syllabus

Download Curriculum

Introduction to ITIL 4 Video preview 1.

Learning Objectives

Learn about ITIL4, its features, principles and benefits.

Topics Play Video

About ITIL4
Components of ITIL4 Framework
Benefits of ITIL

ITIL Key Concepts 2.

Learning Objectives

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

Topics

Service and Service Management
Components of Service Value
Determine the Value of a Service or Product
Stakeholders and Value Creation
Products, Services and Service Offering
Service Relationship

ITIL Guiding Principles Video preview 3.

Learning Objectives

Learn in detail about the guiding principles of ITIL.

Topics Play Video

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 Video preview 4.

Learning Objectives

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

Topics Play Video

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

The ITIL Service Value System 5.

Learning Objectives

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

Topics

ITIL Service Value System
Service Value Chain
Service Value Streams

ITIL 4 Practices Video preview 6.

Learning Objectives

Learn more about different types of ITSM.

Topics Play Video

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

ITIL 4 Foundation Training and Certification FAQs

ITIL 4 Foundation Training

1. What can I expect to accomplish after completing the ITIL Foundation Course?

Our ITIL Foundation Course program is designed to help you learn the fundamentals of the ITIL framework and launch a successful ITSM career. By the completion of the ITIL course online, you will have the knowledge and skills to:

Build products and services with stakeholders and customers to co-create value.
Apply the guiding principles of the ITIL framework to ensure business value
To achieve company goals, master and implement the essential ideas of DevOps, Agile, and Lean.
Apply the four dimensions of Service Management to different areas of service

2. What practical skills can I expect to have after completing the ITIL Foundation Course?

Our ITIL Foundation Training Course is designed to provide you with all of the skills you'll need to be a successful ITSM practitioner. You will gain practical skills in the following ITSM principles:

Engage in organizational transformation
Co-create value
Ensure continued agility
Bring about continual service improvement
Manage problems, risks and incidences
Minimize service disruption
Quantify and demonstrate the value of service
Benchmark services and maximize ROI
Understand and manage customer expectations
Obtain value for money
Device for knowledge
Concentrate on content
Explore holistically
Commence where you are
Study directly
Develop iteratively
Associate
Be fair
Keep it simple

3. How does an ITIL Foundation Certification help me?

The Information Technology Infrastructure Library (ITIL) 4 Foundation Certification has many advantages:

Get a better understanding of how to enhance IT services within an organization
Be more informed about IT service management
Adapt the ITIL framework to your company's framework
Enhance your earning potential as an ITSM expert

4. Is the ITIL Foundation Course only for IT professionals? Who else can take this course?

This training is for anybody interested in improving their service management skills:

IT professionals
Business managers
Business process owners
Project managers
ITSM Managers and aspiring ITSM Managers
Professionals working in other areas of IT like digital, product, development and service
ITIL certified professionals who want to transition to the new version ITIL4
Students with an interest in IT Services Management will also benefit from our course

A number of our clients have affirmed that KnowledgeHut provides the best ITIL course in the market

5. What are the prerequisites for the ITIL® 4 Foundation Certification Course?

The ITIL Foundation course and the accompanying ITIL4 Foundation test have no prerequisites.

6. What next after ITIL Foundation credential?

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

7. How many PDUs do I earn by completing KnowledgeHut’s ITIL Foundation Certification training course?

Completing the ITIL Foundation Training Online program will earn you 16 PDUs. These can be used for recertification from PMI® Inc.

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

ITIL 4 Foundation Certification

1. Who provides ITIL Foundation Certification?

AXELOS, a world-renowned organization focused on administering, developing, and growing the worldwide best practice portfolio of ITIL, offers the ITIL Foundation Certification.

2. Can I get certified without taking the ITIL® 4 Foundation Certification Course?

For the Foundation test, you can study on your own or enroll in a different type of education, such as remote learning. If you do decide to train with a provider, make sure they are an AXELOS Accredited Training Organization.

3. What is the process to get ITIL Foundation certified?

There are two ways to get the ITIL Foundation certifications:

Method 1

Join an ITIL training online course with an Accredited Training Organization (ATO). KnowledgeHut is an ATO with PeopleCert® and a certified partner of AXELOS. Your exam fee is included in the course fee, and you will receive extensive exam preparation assistance.

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

Method 2

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

4. Do I need to renew my certification?

No, the (ITIL) Information Technology Infrastructure Library Certification does not expire.

5. Do you provide a course completion certificate?

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

ITIL 4 Foundation Exam

1. Who conducts the exam?

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

2. What is the ITIL 4 Foundation exam pattern and passing score?

The ITIL 4 Training Foundation certification exam is an online, closed-book exam. The format is:

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

3. What does the exam cover?

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

4. Where can I find the link to take the ITIL Foundation exam?

After you finish your the 2-day ITIL Foundation classes, PeopleCert® will send you an email with all of the information you need to take the test.

5. Will I be able to pause the test and return to it later?

No, you will be given a 60-minute time limit and will not be able to pause the exam. If you accidentally close the window, then you’ll be able to reopen it immediately. If your exam page freezes, simply reload your browser and you'll be able to resume where you left off. If you have difficulty with your web browser, you can use the start link in your email to return to the previous question.

6. If I fail, can I apply for a re-evaluation?

If you fail, you can pay an extra fee to have the ITIL Foundation test re-evaluated. If the verdict is in your favour, the re-evaluation charge is refunded. If it isn't, you'll lose your appeal fee and will have to purchase a new exam voucher.

7. Can I retake the ITIL Foundation Certification test if I fail?

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

8. Can I retake the ITIL Foundation exam if I score poorly? How soon?

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

9. How long does it take to receive ITIL Foundation exam results?

After your answers are officially submitted to them by the exam supervisor, PeopleCert® announces the final results within 2 business days. Your PeopleCert profile must be full in order for your Official Results to be issued.

ITIL Workshop Experience

1. What are the modes of training offered for the ITIL 4 Foundation Certification Course?

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

Blended learning:

With live and interactive instructor-led training events and the convenience and flexibility of self-paced study, you can have the best of both worlds.
Listen, study, ask questions, and have your instructor, who is an experienced practitioner, clear up any doubts you may have.
You also get to collaborate and learn from the experience of your peers in real-world simulations and activities.

On-Demand Self-Learning:

Learn at your own pace, anytime and wherever you choose and take advantage of the nearly unlimited educational opportunities that come with lifelong access. When you need to refresh ideas or clear your questions, you'll have access to the whole courseware as well as all of the features of our immersive learning experience platform.

2. Who are the instructors?

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

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

Our committed staff of trainers provides training that meets or exceeds the AXELOS level of excellence. Every candidate receives the same high-quality content irrespective of the trainer and the location.

3. How different is the ITIL certification online training from the conventional in-person training?

Previously, the traditional in-person ITIL certification training was a 16-hour, 2-day training event. The ITIL certification online training has been extended to 14-16 hours.

Unlike an in-person session, which features two classes that are typically 7 to 8 hours long, the online ITIL classes for the course are separated into multiple shorter sections. The teacher will communicate with the participants via equipment such as a camera, and participants will be able to digitally work with one another.

4. How are the workshops structured?

To give you a fully immersive learning experience, our courses are divided into three parts: pre-workshop, workshop, and post-workshop. Thousands of ITSM professionals we've helped upskill have found our tried-and-true workshop structure to be effective.

Pre-workshop: Before the workshop, take our diagnostic evaluation to measure your ability levels and set a standard for the rest of the course. This allows you to map and demonstrate your skills learning progression as you reach the end of the course.
Workshop: Participate in live and interactive instructor-led sessions directly from PRISM, our immersive learning experience platform with a cutting-edge intelligent coding environment. With projects, evaluations, memory quizzes, simulated examinations, and more, immerse yourself in learning.
Post-workshop: We don’t just impart skills but also want to make sure that you implement them post the course. We keep in touch with you via newsletters, webinars, and next-version training to assist you with this. Some post-training deliverables lined up for you are:
Instructor-led session recordings
Access to the alumni network
Continued social learning with discussion forums, group messenger, and one-to-one messaging.
Additional workshops on advanced level concepts
Emails, blogs, articles, newsletters, tutorials, and other forms of rich informative material.

5. What is KnowledgeHut’s approach to immersive learning?

Our ITIL course is characterized by its highly engaging, immersive learning environment. You get to learn, practice, assess, get insights on your learning, and personalize your learning journey. Many of our students have testified that KnowledgeHut provides the best ITIL Certification in the market.

LEARN: Self-learning videos, smart flashcards, interactive eBooks, and recall quizzes may all help you remember what you've learned. You may also use collaborative social learning, such as discussion forums and group and one-on-one texting, to increase your learning potential.

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

ASSESS: Assess your skills at every stage with a variety of questions ranging from multiple choice to code-based, completely auto-graded by the system. Micro "work-like" experiences are provided via assignments and projects inside our inbuilt and intelligent growth environment. Test your subject matter comprehension through diagnostic, module level, and final assessments.

GET INSIGHTS: You gain deep insights on your development based on your performance in exams, assignments, and projects, which help you identify areas where you excel and where you need to improve. All you have to do is follow the instructions and improve your skill level from where you are to where you want to be.

6. What is PRISM?

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

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

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

7. What ITIL4 Foundation course material will I receive?

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

8. Can I record the ITIL4 Foundation Training session?

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

9. Where will the ITIL workshop be held?

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

10. When will the classes be held?

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

11. How do I join the class?

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

12. For how long can I access the Self-Paced Learning material?

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

13. Can I retake assessments and quizzes?

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

14. What platform do you use for video conferencing?

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

15. Will I have other participants in the class?

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

16. How does the 24/7 support work?

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

17. What if I miss a class?

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

18. Is this a live training, or will I watch pre-recorded videos?

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

19. Can I use my phone or tab for the training?

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

20. What if I lose internet connection during the training?

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

21. I have some more doubts. How can I get them cleared?

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

ITIL 4 Foundation Training
ITIL 4 Foundation Certification
ITIL 4 Foundation Exam
ITIL Workshop Experience
Finance-Related Queries

Additional FAQs on the ITIL Certification

About ITIL 4

ITIL 4 Foundation Certification

ITIL 4 Foundation Exam

ITIL® V3 Intermediate

ITIL® V3 Practitioner

About ITIL® V3

ITIL 4 Foundation

ITIL 4 Framework

ITIL 4 Processes and Functions

ITIL Roles, Job Descriptions and Salaries

My ITIL® Badge

About ITIL 4
ITIL 4 Foundation Certification
ITIL 4 Foundation Exam
ITIL® V3 Intermediate
ITIL® V3 Practitioner
About ITIL® V3
ITIL 4 Foundation
ITIL 4 Framework
ITIL 4 Processes and Functions
ITIL Roles, Job Descriptions and Salaries
My ITIL® Badge

ITIL Course Reviews

Vipul Gupta Group Project Manager

The training program was detailed in covering all the important topics relevant to the program with focus on key concepts important to the certification exam.

Attended ITIL® 4 Foundation workshop in January 2022

Krishna Rao Associate Director

The training was well-structured and well delivered by Sadasivam Rengaraj. He has good knowledge on the ITIL requirements and provided a good insight on the certification requirements.

Attended ITIL® 4 Foundation workshop in February 2021

Sachin Saxena SME

The training was fine. I suggest to include more sample tests in the curriculum. Also, some questions in the sample tests were sort of incomplete.

Attended ITIL® 4 Foundation workshop in February 2021

Sanket Ghule Technical Consultant

Thanks for the great training provided by Knowledge Hut. A big thanks to the Trainer Richa, I was able to complete ITIL4 Foundation Certification Successfully.

Attended ITIL® 4 Foundation workshop in January 2021

Kiran Ravindran Senior IT Asset Manager

I felt the training went really well. I have experienced many trainings where people explain things via ppt and sometimes it is hard to get the audience interactive and engaged, but Mr. Manikandan's way of training was really amazing and helped us gain more knowledge around the industry. It was a useful session and thanks to Mani for all his inputs.

Attended ITIL® 4 Foundation workshop in December 2020

Ali Abdulle None

A Great instructor and a very interesting lecture. I’m very happy I took the ITIL® 4 Foundation Certification Course.

Attended ITIL® 4 Foundation workshop in December 2020

SAJEENA ELAYEDATH Senior Consultant Team Lead

The training was very good and meets all expectations. The training materials was also good. Wide knowledge of the trainer also helped a lot in understanding the concepts quickly. Thank you.

Attended ITIL® 4 Foundation workshop in November 2020

Robin Bantleman Project Manager

A well structured and conducted session. The trainer was aware of the topic and guided me well. This will help me achieve my work goals effectively.

Attended ITIL® 4 Foundation workshop in November 2020

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Sl. No	Certification Levels	Credits
1.	ITIL® V3 Foundation Level	2
2.	ITIL® V3 Practitioner Level	3

Sl. No	Category	Exam Info
1	Certification Family	ITIL®
2	Created By	AXELOS
3	Level	Intermediate
4	Re-certification	No
5	Exam duration	90 minutes
6	Languages	3
7	Pass mark	28 out of 40 (70%)
8	Exam type	Online-based, Closed book
9	Question types	MCQ, Scenario-based, gradient scoring
10	Grading	Correct answer: 5Partially correct answer: 3Least correct answer: 1Distractor: 0

Sl. No	Category	Exam Info
1	Certification Family	ITIL®
2	Created By	AXELOS
3	Level	Intermediate
4	Re-certification	No
5	Exam duration	90 minutes
6	Languages	3
7	Pass mark	28 out of 40 (70%)
8	Exam type	Online-based, Closed book
9	Question types	MCQ, Scenario-based, gradient scoring
10	Grading	Correct answer: 5Partially correct answer: 3Least correct answer: 1Distractor: 0

Sl. No	Category	Exam Info
1	Certification Family	ITIL®
2	Created By	AXELOS
3	Level	Intermediate
4	Re-certification	No
5	Exam duration	90 minutes
6	Languages	3
7	Pass mark	28 out of 40 (70%)
8	Exam type	Online-based, Closed book
9	Question types	MCQ, Scenario-based, gradient scoring
10	Grading	Correct answer: 5Partially correct answer: 3Least correct answer: 1Distractor: 0

Sl. No	Category	Exam Info
1	Certification Family	ITIL®
2	Created By	AXELOS
3	Level	Intermediate
4	Re-certification	No
5	Exam duration	90 minutes
6	Languages	6
7	Pass mark	28 out of 40 (70%)
8	Exam type	Online-based, Closed book
9	Question types	MCQ, Scenario-based, gradient scoring
10	Grading	Correct answer: 5Partially correct answer: 3Least correct answer: 1Distractor: 0

Designations	Modules
ITIL® Managing Professional (ITIL® MP)	ITIL4 Foundation
	ITIL® 4 Specialist: Create, Deliver, and Support
	ITIL® 4 Specialist: Drive Stakeholder Value
	ITIL® 4 Specialist: High Velocity IT
	ITIL® 4 Strategist: Direct, Plan, and Improve
ITIL® Strategic Leader (ITIL® SL)	ITIL 4 Foundation
	ITIL® 4 Strategist: Direct, Plan, and Improve
	ITIL® 4 Leader: Digital and IT Strategy

Type	The Question types are MCQ or Choice Questions. It consists of 40 questions. These questions are picked from the ITIL Foundation Certification question bank.
Duration	The time limit provided is 60 Minutes or 1 hour.
Provisions for additional time relating to language	Candidates who are attempting the examination in a language other than their mother tongue, are allocated 15 mins more than the usual duration, making it 75 mins to complete their examination. They are also allowed to use the dictionary.
Prerequisite	Since ITIL® is a competitive and rather tough examination, an Accredited ITIL Foundation training is recommended. However, it is not a prerequisite.
Supervised	Yes
Open Book	No
Pass Score	Minimum Marks required - 26/40 or 65%
Delivery	This examination is available in two formats. Computer-based or Paper-based format.

Sl No.	ITIL V3 2011 Certification			Price for India
1.	ITIL®V3 Foundation			£236.00
2.	ITIL® Intermediate	Service Lifecycle Modules	Service Strategy	£283.00
			Service Design	£283.00
			Service Transition	£283.00
			Service Operation	£283.00
			Continual Service Improvement	£283.00
		Service Capability Modules	Operational Support and Analysis	£283.00
			Planning, Protection, and Optimization	£283.00
			Release, Control, and Validation	£283.00
			Service Offerings and Agreements	£283.00
3.	ITIL® Practitioner			£389.00
4.	ITIL® Managing Across the Lifecycle			£283.00

Sl. No	Category	Exam Info
1	Certification Family	ITIL®
2	Created By	AXELOS
3	Level	Intermediate
4	Re-certification	No
5	Exam duration	90 minutes
6	Languages	7
7	Pass mark	28 out of 40 (70%)
8	Exam type	Online-based, Closed book
9	Question types	MCQ, Scenario-based, gradient scoring
10	Grading	Correct answer: 5Partially correct answer: 3Least correct answer: 1Distractor: 0

Features	ITIL® V3 (old version of ITIL® certification)	ITIL V4 (new version of ITIL® certification)
About	The primary focus of ITIL® V3 was on the fundamentals of Service Management and Service Lifecycle.	ITIL V4 focuses on providing comprehensive guidance for the management of information technology to the organizations.
Who should take it up?	Business managers IT professionals Project managers Business process owners Individuals and students interested in IT Services Management.	Existing and aspiring ITSM Managers Individuals beginning their Service Management journey ITIL certified professionals who want upskill Professionals working in other areas of IT like product development and services.
Levels of Certification	ITIL® V3 Foundation ITIL® V3 Practitioner ITIL® V3 Intermediate 1. Service Lifecycle Modules2. Service Strategy Modules ITIL® MALC Certification ITIL® V3 Expert ITIL® V3 Master.	ITIL® Managing Professional (ITIL® MP) ITIL V4 Foundation ITIL® V4 Specialist: Create, Deliver, and Support ITIL® V4 Specialist: Drive Stakeholder Value ITIL® V4 Specialist: High Velocity IT ITIL® V4 Strategist: Direct, Plan, and Improve. ITIL® Strategic Leader (ITIL® SL) ITIL V4 Foundation ITIL® V4 Strategist: Direct, Plan, and Improve ITIL® V4 Leader: Digital and IT Strategy.
Curriculum	Introduction To ITIL® Service Strategy Service Design Service Transition Continual Service Improvement Functions Roles, Responsibilities and Competence.	Key concepts of service management ITIL guiding principles The four dimensions of service management The purpose and components of the ITIL service value system The key activities of the service value chain The key ITIL practices.
Exam	Multiple choice examination questions 40 questions 26 marks required to pass (out of 40 available) -65% 60 minutes duration Closed book	Multiple choice examination questions 40 questions 26 marks required to pass (out of 40 available) -65% 60 minutes duration Closed book
The process after ITIL Foundation Course	ITIL® V3 foundation exam (Mandatory for any higher level of certification) ITIL® practitioner certification ITIL® intermediate certifications ITIL® expert certification ITIL® master certification.	After ITIL V4 foundation certification, candidates can earn the ITIL Managing Professional designation. Provided they complete the following four modules: Create, Deliver and Support Drive Stakeholder Value High Velocity IT Direct, Plan and Improve (IT Strategist Module) The second option is to become an ITIL Strategic Leader (ITIL SL) after the ITIL V4 foundation exam candidates have to finish two modules and must have at least 3 years of managerial experience to become an ITIL SL. The modules are: Direct, Plan and Improve (IT Strategist Module) Digital and IT Strategy (ITIL Leader Module) In order to be eligible to become an ITIL Master, learners must have both the ITIL Managing Professional (ITIL MP) and ITIL Strategic Leader (ITIL SL) designations.

S.No	Process/Function	Type
1	Access Management	Process
2	Application Management	Function
3	Availability Management	Process
4	Business relationship management	Process
5	Capacity Management	Process
6	Change evaluation	Process
7	Change Management	Process
8	Demand Management	Process
9	Design Management	Process
10	Event Management	Process
11	Facilities Management	Function
12	Financial Management for IT Services	Process
13	Incident Management	Process
14	Information Security Management	Process
15	IT Operations Management	Function
16	IT Security Continuity Management	Process
17	Knowledge Management	Process
18	Performance Management	Function
19	Problem Management	Process
20	Release and Deployment Management	Process
21	Request Fulfillment	Process
22	Service Asset and Configuration Management	Process
23	Service Catalogue Management	Process
24	Service Desk	Function
25	Service Level Management	Process
26	Service Measurement	Process
27	Service Portfolio Management	Process
28	Service Reporting	Process
29	Service Validation and Testing	Process
30	Software Asset Management	Process
31	Strategy Management for IT Services	Process
32	Supplier Management	Process
33	Technical Management	Function
34	The 7 Step Improvement Process	Process
35	Transition Planning and Support	Process

Sl No.	Roles	Responsibilities	Salaries in India (per annum)	Salaries in the US (per annum)	Salaries in UK (per annum)
1.	Business Relationship Manager	A Business Relationship Manager is responsible for identifying customer needs, maintaining a positive relationship with the customer, and ensure that the needs have been met by the service provider with an appropriate catalogue of services.	INR 5,60,121	$104,191	£39,895
2.	Demand Manager	The responsibilities of a Demand Manager involves anticipating, influencing, and understanding the customer demand for services.	INR 12,07,335	$89,049	£40,922
3.	Financial Manager	The responsibilities of a Financial Manager include managing the accounting, budgeting, and charging requirements of the IT service provider.	INR 9,65,880	$89,447	£38,320
4.	IT Steering Group (ISG)	It comprises of the senior management from business and IT, and reviews the business and IT strategies to ensure that they are aligned.
5.	Service Portfolio Manager	Service Portfolio Manager develops the service provider’s offerings and capabilities and decides the strategies to be used to serve customers in cooperation with the IT Steering Group.	INR 11,35,223	$84,637	£55,454

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