ITIL CERTIFICATION GUIDE OVERVIEW AND CAREER PATH

The Information Technology Infrastructure Library, better known as ITIL, is the ultimate framework for managing the delivery of IT services around the world. ITIL defines a service lifecycle model that prescribes specific processes and activities during the design, development, delivery and support of IT services. For the purposes of this discussion, IT services are all IT activities that provide business value to end users, customers, and other internal or external stakeholders of a business. Examples of IT services include centralized corporate messaging and corporate websites based on background IT processes, such as server and network administration. The current version of ITIL is known as ITIL V3.

By adopting the ITIL framework, companies ensure that their services are delivered under a consistent and well-defined set of processes that incorporate best practices and processes, resulting in a predictable level of service for users. The benefits of ITIL include reduced costs of developing and deploying services, improved customer satisfaction with service delivery, increased productivity of IT staff, improvements in quality, better metrics. service management and increased flexibility to adapt services to changing business needs.

Presentation of the ITIL certification program

In July 2013, Axelos took possession of ITIL. It now maintains the ITIL framework and accredits training and examination institutes. Hundreds of ITIL accredited training organizations (ATOs) are available to provide training, and ITIL certification exams can be administered at the end of a training course or by an examination institute (EI), many of which work directly with ATOs.

ITIL offers five different levels of certification:

• Foundation
• Practitioner
• Intermediate (Service Life Cycle and Service Capacity categories)
• Expert
• Master

Note that ITIL uses a system of credits for the Foundation via Expert levels, in which each certification brings a certain number of credits. Ultimately, a total of 22 credits is required to earn the ITIL Expert certification. (The ITIL master has its own set of requirements, which you will read shortly). The following graphic shows the structure of this certification system and its corresponding credits.

What is ITIL?

Before you read on for the details of the certification, it's important to understand how the ITIL IT service framework is structured and what it has to offer.

ITIL was first developed by the UK government's Central Computer and Telecommunications Agency (CCTA) in the 1980s as a set of standardized best practices for IT services used in government agencies. From that narrowly focused beginning, ITIL has been adopted, revised and extended as a comprehensive framework for managing the delivery of IT services to businesses and organizations of all sizes, across industries and market sectors.

In fact, IT has become a critical service delivery mechanism for businesses that depend on complex IT resources to keep their business operational and generate revenue. ITIL enables businesses to define and implement a documented and repeatable process that helps them stay focused on the small and large details involved in deploying new IT services and managing those services afterward.

The ITIL service life cycle consists of five practice areas or phases, with supporting principles, policies and processes in each phase:

Service Strategy: This phase focuses on defining services as strategic assets and then maintaining and implementing a consistent and deliberate strategy. The principles of service strategy relate to business processes, corporate governance and compliance, policies, corporate culture and decision-making, and ensure that the company is oriented towards service improvement.

Service design: This phase includes the evaluation of business management processes (service level, availability, capacity, etc.) to design and develop new service offers or improve existing ones.

Service Transition: This phase covers the transition from development to production operations, including testing and quality control.

Service Operation: This phase defines how to manage the services once they are in production. It covers service operations processes, such as event management, access management, incident response, application lifecycle, and technical support.

Continuous service improvement: This phase defines new requirements for the previous phases of ITIL based on experience feedback and service levels. This helps ensure that policies and procedures are followed, that service level agreements are adhered to, and that operational lessons learned are incorporated into existing and future service improvements.

Don't let the reach of ITIL scare you away at the overall value that this full IT service lifecycle offers. The ITIL framework gives businesses the structure and discipline to design, develop, deliver and manage new or improved services on a timely basis and, most importantly, on budget. Prior to ITIL, a lack of discipline and expertise in service management led many IT projects to experience budget overruns, deviate from focus, or outright fail due to drift, mismanagement. and a lack of reproducible results. ITIL solves these problems quite well. In fact, ITIL is widely regarded as the preeminent standard for IT service management executives.

ITIL Foundation certification

The ITIL Foundation certification covers the basics of ITIL and this is where most newbies begin the process of learning ITIL and certification. There are no prerequisites for the certification and anyone interested in the subject can take this exam. Preparation for the ITIL Foundation certification exam can be achieved through classroom or distance learning options, as well as self-study. You do not need to take a training course before taking the Foundations exam. The Foundation exam consists of 40 multiple-choice questions that must be answered in 60 minutes with a mark of 65%, or 26 correct answers, required to pass the exam.

Although the certification covers all five practice areas of the ITIL service lifecycle, including how the various stages of the lifecycle relate to each other, an IT professional who completes the ITIL Foundation level will need to likely complete the Practitioner or Intermediate certification before you can qualify for service management positions.

ITIL practitioner

The ITIL Practitioner certification is the latest entry into the ITIL certification system. This exam was first offered in February 2016. As the name suggests, the ITIL Practitioner certification is based on a working knowledge of ITIL processes and how these principles are implemented in the real world. An ITIL practitioner can explain how to use the ITIL framework to support business goals and focuses on organizational change management, communications, measurement, and metrics.

The ITIL Practitioner is considered the next step in the ITIL progression after reaching the ITIL Foundation (which is a prerequisite). It emphasizes the ability to adopt, adapt and apply ITIL concepts in an organization. Although the Practitioner certification is not required for top-level ITIL credentials, obtaining the Practitioner certification provides three credits for the ITIL Expert certification. You can prepare for the Practitioner exam through self-study, in-person classroom learning, or online and distance learning options. The Practitioner exam consists of 40 multiple-choice questions and requires a minimum score of 70 percent, or 28 correct answers, to pass.

Intermediate ITIL

The ITIL Intermediate certification is based on modules, each one focusing on a different aspect of IT service management. The affected modules are classified as service life cycle or service capability.

The modules of the service life cycle are:

• Service Strategy (SS)
• Service Design (SD)
• Service Transition (ST)
• Service Operation (SO)
• Continuous service improvement (CSI)
• The service capacity modules are:
• Operational Support and Analysis (OSA)
• Planning, protection and optimization (PPO)
• Release, control and validation (RCV)
• Service Offerings and Agreements (SOA)

To enable candidates to achieve their own career goals, AXELOS allows you to obtain a qualification in one category or by choosing modules in both categories. AXELOS recommends that you have at least two years of experience in IT service management. Note that you must complete your preparation for the intermediate exam by taking a training course offered by an Approved Training Organization (ATO) i.e. you cannot self-study and then take the exam intermediate.

ITIL expert

The ITIL Expert is an advanced certification that encompasses the breadth and depth of ITIL processes and practices across all ITIL disciplines. The ITIL Expert certification is a prerequisite for the ITIL Master certification.

To qualify for the ITIL Expert, you must obtain at least 17 credits from the Foundation, Practitioner and Intermediate modules, and pass the Managing Across the Lifecycle (MALC) exam, earning a total of 22 credits.

ITIL Master

The ITIL Master Pinnacle certification demonstrates an ability to apply the ITIL framework in real situations. The ITIL Master encompasses all the ITIL principles and processes covered in the Foundation through Expert certifications. An ITIL master must demonstrate complete mastery of the ITIL framework by completing the following:

Obtain the ITIL Expert certification

Demonstrate at least five years of ITIL experience in a management or leadership role

Submit a service improvement proposal

Submit a work package that demonstrates your ability to apply ITIL principles to an actual business case, including positive impacts on a sales department

Pass an interview with an ITIL assessment panel

The cost of the ITIL Master is approximately $ 4000, which you pay after the EA accepts your initial application. Considering the cost of this certification and its strict requirements, only serious candidates should pursue the ITIL Master. Having said that, obtaining this certification indicates that you have reached the highest level of achievement in your field.

Jobs and careers related to ITIL

IT professionals who have an ITIL certification have always been valued by large companies that have adopted the ITIL framework as their internal IT standard. What is starting to change is the growing proliferation of ITIL. Many small and medium-sized businesses also now recognize the value of ITIL-certified employees below their collective belt.

As IT becomes more and more important, SMEs are realizing the greatest benefits of retaining ITIL-trained staff on their workforce. While no business wants IT projects to fail, large organizations can usually absorb the loss of productivity, time, and money that comes with a failed IT service project. SMBs may not have the financial luxury of letting an important IT project fail due to mismanagement and lack of processes. Thus, the value of an ITIL certification may be greater for discerning companies that cannot afford failed IT projects.

The good news about ITIL certification is that it is a valuable skill for almost any IT professional, from system administrators to chief information officers (CIOs). Many large companies have dedicated ITIL coaches or mentors who help drive projects through the various stages of the ITIL framework. These ITIL gurus have a broad understanding of the IT landscape and can typically spot issues with a service design document or implementation plan within minutes.

The ITIL certification is also a valuable reference for IT project managers, who are daily in the trenches of IT services. Most project managers are already familiar with the development lifec