ITIL 4 Training and Certification

Foundation

ITIL 4 Foundation introduces an end-to-end operating model for the creation, delivery, and continual improvement of technology-enabled products and services and includes the following scope:

• • A holistic approach to the co-creation of value with customers and other stakeholders in the form of products and services
  • The Guiding Principles of ITIL 4
  • The Four Dimensions of Service Management.
  • Key concepts from Lean, Agile, DevOps, and why these are important to deliver business value and how ITIL 4 embraces these methodologies
  • Commonly-used service management terms and concepts.

Exam Format

• • 40 questions
  • Multiple choice
  • 26 correct out of 40 (65%) required to pass
  • 60 minutes
  • Closed book

ITIL Managing Professional

ITIL 4 MP has been created for IT practitioners working within technology and digital teams across businesses. The Managing Professional (MP) stream provides practical and technical knowledge about how to run successful IT enabled services, teams, and workflows.

To obtain the designation ITIL 4 Managing Professional you must obtain ITIL 4 Foundation Certification, then complete the following modules: 

ITIL 4 Specialist: Create, Deliver, and Support

• • improve existing processes
  • effectively manage IT teams
  • optimize value streams and workflows
  • align digital services with business strategy
  • improve how services are developed
  • integrate new technologies embed Lean, Agile, and DevOps ways of working

ITIL 4 Specialist: Drive Stakeholder Value

• • effectively manage key stakeholders
  • build trusted relationships
  • shape customer demand
  • embed effective design thinking
  • optimize user experience and customer experience

ITIL 4 Specialist: High-velocity IT

• • converge business and IT goals
  • recognize and manage complex adaptive systems
  • bridge the development and operations gap
  • improve performance with Lean, Agile, and DevOps
  • increase the speed and quality of services
  • invest in digital tools and techniques to create value

ITIL 4 Strategist: Direct, Plan, and Improve

• • drive and manage effective organizational change
  • encourage a culture of continual improvement
  • facilitate decision-making
  • support change management
  • minimize disruption
  • innovate while remaining compliant

Exam Format

Each module has a separate exam which follows this format:

• • 40 questions
  • Multiple choice
  • 28 correct out of 40 (70%) required to pass
  • 90 minutes
  • Closed book

ITIL Strategic Leader

ITIL Strategic Leader recognizes the value of ITIL, not just for IT operations, but for all digitally-enabled services. Becoming an ITIL 4 Strategic Leader demonstrates that you have a clear understanding of how IT influences and directs business strategy.

To obtain the designation ITIL 4 Strategic Leader you must obtain ITIL 4 Foundation Certification, then complete the following modules: 

ITIL 4 Strategist: Direct, Plan, and Improve

• • drive and manage effective organizational change
  • encourage a culture of continual improvement
  • facilitate decision-making
  • support change management
  • minimize disruption
  • innovate while remaining compliant

ITIL 4 Strategist: Digital and IT Strategy

• • develop a cross-organizational digital strategy
  • craft a digital vision
  • drive operational excellence
  • respond to digital disruption
  • enable a sustainable business
  • strategically manage risk
  • develop digital leaders for the future

Exam Format

Each module has a separate exam which follows this format:

• • 40 questions
  • Multiple choice
  • 28 correct out of 40 (70%) required to pass
  • 90 minutes
  • Closed book

ITIL Specialist: Sustainability in Digital & IT

The ITIL Specialist: Sustainability in Digital & IT module is for anyone looking to understand the role IT and digitally-enabled services have in relation to the environment, whilst exploring opportunities to positively impact it.

The course will help you to:

• Understand how to use the ITIL Guiding Principles [link to Guiding Principles] to deliver value by creating sustainable digitally enabled products and services
• Effectively address VUCA (volatility, uncertainty, complexity, and ambiguity) challenges through sustainable strategies, procurement, products, and practices
• Obtain a practical grounding in the key principles of sustainability
• Conduct a full cost benefit analysis identifying potential risks and opportunities using best practice guidance

Exam Format

• 35 questions
• Multiple choice
• 60 minutes
• Closed book
• Four practical assignments

The ITIL Specialist: Acquiring & Managing Cloud Services

The ITIL Specialist: Acquiring & Managing Cloud Services module is for anyone requiring vendor-neutral, user-centric guidance on developing a practical understanding of how cloud procurement and technology can integrate with and support broader business strategy and functions.

The course will help you to:

• Analyze available solutions and potential benefits using a vendor-neutral approach
• Effectively Identify, select, and deliver optimized cloud services
• Facilitate value co-creation through successful cloud services procurement and integration whilst applying the ITIL 4 framework
• Adopt a customer-focused, end-to-end cloud procurement user journey

Exam Format

• 40 questions
• Multiple choice
• 90 minutes
• Closed book

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