ITIL® 4 certification: Your guide with all the information you need

[DEFINITION][ITIL® 4 certification levels][The certification for ITIL® 4 (the current version of the ITIL® framework) is divided into different certification levels that enable you to systematically expand and refine your ITIL® expertise. You will be prepared for the respective exam with suitable training and courses. After successfully completing a level, you can reach further levels to expand your knowledge and qualifications in ITIL®].

In this guide to the ITIL® certifications, you will learn everything that is relevant in this context: Why should you aim for an ITIL® certification at all? How are the individual ITIL® certifications structured? Which certifications make sense for you? How do the exams work? You will also find out how best to prepare for the exams and what you need to bear in mind during the exams.

Advantages of ITIL® certification

ITIL® certification offers you the following advantages:

• Career opportunities: ITIL® certificates are internationally recognized and facilitate access to more responsible positions and higher salaries.

• Business benefits: ITIL® ensures more efficient IT Service Management (ITSM), improves customer satisfaction and optimizes the use of resources, from which companies can benefit greatly.

• Specialist knowledge: The official courses and seminars in preparation for certification provide in-depth knowledge that can be used in a wide range of industries.

Management of ITIL® and certification: Axelos and PeopleCert

The ITIL® framework is continuously developed and managed by Axelos. Axelos ensures the high quality standards of the content and ensures that ITIL® meets the current requirements in IT service management. PeopleCert, the global examination provider for ITIL®, is responsible for conducting the official ITIL® examinations and awarding the certificates. This cooperation ensures a consistently high quality and reliability of the certification process.

ITIL® certification: The structure

The possible ITIL® certifications are modular and build on each other. The ITIL® Foundation certification always forms the basis.

Depending on your job profile, you can gain further qualifications in specialized areas:

• ITIL® Practice Manager: If you work in IT operations and want to acquire practical know-how for the application of ITIL®, this ITIL® certification is the right path for you.

• ITIL® Managing Professional: This direction suits you if you work in a leading position in IT Service Management and want to deepen your practical and technical skills for ITIL® in the working world.

• ITIL® Strategic Leader: This ITIL® certification is for you if you work in a senior IT service management position and want to develop your skills and knowledge in strategic IT service management.

• ITIL® Master: You automatically achieve the highest ITIL® certification when you have successfully completed the three certifications Practice Manager, Managing Professional and Strategic Leader.

ITIL® Foundation: the beginning of every certification journey

ITIL® 4 Foundation represents the basic certification in IT Service Management, is a prerequisite for further levels and is generally regarded as central for specialists and managers in ITSM. In the preparatory courses you will learn the following:

1. introduction to service management with ITIL® 4

2. the ITIL® 4 service management concept and service lifecycle model

3. guiding principles and dimensions in ITIL® 4

4 The four dimensions of IT service management according to ITIL® 4

5 The ITIL® 4 Service Value System and its components

6. continuous improvement processes according to ITIL®

7. overview of the ITIL® Practices

8 ITIL® 4 Foundation: Exam preparation

The course prepares you for the exam and offers practical exercises and case studies in virtual learning groups. In addition to exam knowledge, you will learn how to apply methods and best practices from the ITIL® framework in your day-to-day work to professionalize IT service management in your company.

At skill it, you will find two variants of this course, which you can use to optimally prepare for the certification:

ITIL® 4 Foundation - Compact CourseThe ITIL® Foundation compact course is ideal for you if you already have experience with ITIL® and your main goal is to obtain the certificate.

[PRODUCT][1]

ITIL® 4 Foundation PracticeThe ITIL® Foundation Practice course is aimed at you if you are new to ITIL® or if you are also interested in the practical implementation of ITIL®. In this course you will have sufficient time to cover the topics in detail, work through practical examples and take part in discussions.

[PRODUCT][2]

You will receive your ITIL® 4 Foundation certificate after passing the online exam, which you can take flexibly on a date of your choice at PeopleCert. You can take the exam in German or English and must meet the following requirements:

• You answer 40 multiple-choice questions.

• You pass with at least 65% (26 out of 40 points).

• You have 60 minutes to do this.

• You may not use any aids.

Certification as ITIL® Practice Manager

The ITIL® Practice Manager certification builds on ITIL® 4 Foundation and consists of three practice modules. Each module covers five practices:

ITIL® Practice Manager: Monitor, Support and Fulfil:
Here you will learn the key concepts, activities and success factors of the five relevant operational core practices around monitoring, support and fulfillment of service requests.

[PRODUCT][3]

ITIL® Practice Manager: Plan, Implement and Control:
This module shows you how to implement changes to your IT services efficiently and smoothly. You will increase the value for your organization and users while minimizing disruption.

[PRODUCT][4]

ITIL® Practice Manager: Collaborate, Assure and Improve:
In this module you will learn how to establish cross-practice collaboration, governance and effective service value streams. This will enable you to maximize the value of the applied practices both operationally and strategically.

[PRODUCT][5]

All three modules for the ITIL® Practice Manager certification conclude with an official examination in which you must fulfill the following requirements:

• You answer 60 multiple-choice questions.

• You pass with at least 65% (39 out of 60 points).

• You have 90 minutes to do this.

• You may not use any aids.

Certification as ITIL® Managing Professional

The ITIL® Managing Professional certification builds on ITIL® 4 Foundation and consists of four modules:

ITIL® 4: Create, Deliver and Support:
In this module you will learn how to apply Service Value System concepts, plan and manage resources and make the best use of information and technology. With the appropriate ITIL® practices, you will support the creation, delivery and support of services, coordinate and prioritize tasks. You decide between "build vs. buy" and implement service integration effectively. The shift-left approach and value streams will help you to develop and offer new services efficiently.

[PRODUCT][6]

ITIL® 4: Drive Stakeholder Value:
In this module you will learn how to interact effectively with customers, suppliers and partners to drive stakeholder value. It shows you how to nurture relationships, understand markets and realize value from demand through IT-enabled services. You will be given the tools to increase stakeholder satisfaction and secure a competitive advantage.

[PRODUCT][7]

ITIL® 4: Direct, Plan and Improve:
In this module, you will learn how to adapt service management to modern business requirements, successfully implement transformations and promote a culture of continuous improvement. It provides you with efficient concepts, principles and methods for the efficient design of services, but also with regard to employee management and development. You will understand how to integrate the ITIL® principles into your organization to build a successful service mentality.

[PRODUCT][8]

‍ITIL® 4: High Velocity IT:
In this module you will learn how digital organizations and operating models work in high velocity environments. The focus is on delivering resilient products and services quickly to create maximum value with the help of ITIL®. You will gain insights into Agile and Lean ways of working as well as technical practices and technologies such as cloud, automation and automated testing.

[PRODUCT][9]

All four modules for the ITIL® Managing Professional certification conclude with an official examination in which you must fulfill the following requirements:

• You answer 40 multiple-choice questions.

• You pass with at least 70% (28 out of 40 points).

• You have 90 minutes to do this.

• You may not use any aids.

Certification as ITIL® Strategic Leader 

The ITIL® Managing Professional certification builds on ITIL® 4 Foundation and consists of two modules:

ITIL® 4 Direct, Plan and Improve:
In this module, you will learn how to adapt service management to modern business requirements, successfully implement transformations and promote a culture of continuous improvement. It provides you with efficient concepts, principles and methods for the efficient design of services, but also with regard to employee management and development. You will understand how to integrate the ITIL® principles into your organization to build a successful service mentality.

[PRODUCT][8]  

‍ITIL® 4 Leader: Digital and IT Strategy:
In this module, you will learn how to develop digital IT strategies and integrate them in such a way that they support your organization's goals and promote business success. The focus is on the challenges of digital transformation and how to make the best use of modern technologies to achieve the greatest possible benefit for your company. You will also learn how to apply a flexible and structured approach to successfully master the challenges of service management.

[PRODUCT][10]

Both ITIL® Strategic Leader modules conclude with an official examination:

• In the exam for Direct, Plan and Improve, you have to answer 40 multiple-choice questions in 90 minutes.  

• For the Digital and IT Strategy exam, you have to complete a practical assignment and an official exam. In addition, you will complete four group assignments in the Digital and IT Strategy course, which will be assessed by your trainer. This allows you to deepen your knowledge of the subject matter and apply it in practice.  

Once all requirements have been met, you can take the final exam for ITIL® Strategic Leader certification. You must fulfill the following requirements:

• You answer 30 multiple-choice questions.

• You pass with at least 70% (21 out of 30 points).

• You have 60 minutes to do this.

• You may not use any aids.

Your ITIL® 4 certification with skill it

The various courses/modules for ITIL® certification at skill it offer you high-quality training and exam preparation in ITIL® 4, enabling you to secure your ITIL® certificate. The costs start at 1,060 euros plus VAT and range up to 1,660 euros plus VAT, depending on the course/module selected. This always includes an exam voucher for the certifying exams at PeopleCert. With this all-round package, you not only invest in valuable knowledge, but also secure the opportunity to have your new know-how officially certified.

In our course overview for the ITIL® 4 certifications you will find an overview of all the modules presented above. If required, you can view all the information listed above in detail in the individual course descriptions.

Important and frequently asked questions about the ITIL® 4 certification:

How long are ITIL® certificates valid for?

Since December 2022, PeopleCert has limited the validity period of ITIL® certificates to three years. Before this period expires, you must renew them in order to remain certified. The expiration date is part of PeopleCert's Continuing Professional Development program.

Are my ITIL® 3 certifications still valid?

Since October 21, 2024, your ITIL® 3 Foundation certificate is also recognized for the advanced ITIL® 4 courses.

Can exams for ITIL® 4 certifications be repeated?

Yes, the exams can be repeated. If you do not pass an exam the first time, you can take it again. This is associated with new examination costs.  

Do you want to play it safe and book a second chance to take the exam? The low-cost Take2 option allows you to take a repeat exam if you fail the first exam without having to pay the full price for the new exam. You can book this option yourself in your PeopleCert account. You have a maximum of six months from the date of the first exam to prepare for and take the retake exam.

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