ITIL is an integrated set of best-practice processes for delivering IT services to customers. The primary focus is to maximize value to customers by aligning IT resources with business needs. ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to your business plan. We offer world-class ITIL training. All classes are delivered by one of our Certified Trainers. Whether you're new to ITIL or an advanced user, our training will cover all you need to know to become an ITIL power user.
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The ITIL Foundation certification covers the basics of ITIL and is where most newbies start the process of learning ITIL and becoming certified. The certification has no prerequisites, and anyone with an interest in the subject matter can sit for this exam. ITIL Foundation certification exam prep can be accomplished via classroom or distance learning options, as well as via self-study. There is no requirement for you to complete a training course before you sit for the Foundations exam. The Foundation exam consists of 40 multiple-choice questions that must be answered in 60 minutes with a grade of 65 percent, or 26 correct answers, required to pass the exam.


Closely related to the architectural criticism, ITIL does not directly address the business applications which run on the IT infrastructure; nor does it facilitate a more collaborative working relationship between development and operations teams. The trend toward a closer working relationship between development and operations is termed: DevOps. This trend is related to increased application release rates and the adoption of agile software development methodologies. Traditional service management processes have struggled to support increased application release rates – due to lack of automation – and/or highly complex enterprise architecture.
Each ITIL certification webpage provides links to relevant study guides and syllabi. Those pursuing the ITIL Foundation certification should read the three-part blog series on preparing for and taking the ITIL Foundation exam. Those who are thinking about pursuing the Intermediate certification should use the ITIL Intermediate Training Navigator to match desired job roles and skills with the appropriate modules.
ITIL Intermediate (Capabilities Stream): Prescriptive modules with detailed views of the inputs, activities, concepts, metrics and outputs of each process, which develops capabilities for best practices of IT processes, rather than just management of them. They are most useful to those who will be taking part in the day-to-day practical activities described within each of the processes.
ITIL Intermediate (Lifecycle Stream): Addresses aspects of ITIL from a holistic, lifecycle perspective. Lifecycle may be more suited to those with managerial responsibility looking at the overall IT Service Management picture. The Service Strategy course in particular is very much rooted in the broader corporate strategy and governance environment.
John Towsley’s extensive experience in the IT education marketplace has made him a perfect fit for teaching the ITIL Foundation Certification. He is of course ITIL certified himself, and knows exactly what it takes to find success in the IT Service Management field. Currently the CEO for B Wyze Holdings Inc., John’s experience and knowledge is invaluable. In the past, John established and operated his own multi-site IT education & consulting business in Canada and the US, and he brings this experience to you through the incredible content he provides for the Thought Rock Library.

When you purchase a course through itiltraining.com you will benefit from our 30 years of experience delivering accredited best-practice training to over 5,000 corporations and 500,000 individuals internationally. We offer highly-developed online learning tools, public and in-house instructor-led classroom courses, so you can seek certification in whichever learning style suits you best.
The ITIL Practitioner is considered the next step in the ITIL progression after achieving 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 upper-level ITIL credentials, achieving Practitioner certification provides three credits toward 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 is 40 multiple-choice questions and requires a minimum score of 70 percent, or 28 correct answers,  to pass.
The ITIL discipline – planning to implement service management[35] attempts to provide practitioners with a framework for the alignment of business needs and IT provision requirements. The processes and approaches incorporated within the guidelines suggest the development of a continuous service improvement program (CSIP) as the basis for implementing other ITIL disciplines as projects within a controlled program of work. Planning to implement service management focuses mainly on the service management processes, but also applies generically to other ITIL disciplines. Components include:

You ever hear of the expression “fake it until you make it”? It’s a common confidence-building mantra that helps people take on new challenges that they may not have the most experience in. This mentality is critical for new job roles, however, for the certified ITIL professional, there’s no need to “fake” anything. Your hard work in learning the ropes of ITIL and mastering its certification courses will pay off as you can immediately jump into a new job role with a comfortable understanding of the framework’s implementation, management strategies, and guiding principles.


President of Think ITSM, Charles Cyna is recognized for his innovation and experience in implementing new strategies and tools in IT Service Management. He has over 16 years of experience in ITSM, where his passion for improving the efficiency and effectiveness of IT Service Desks has seen major leaps for the industry. He continues to transform how we view and practice Service Management and CRM, while also dedicating himself to educating and sharing his wealth of knowledge with students of Thought Rock.
Problem management aims to resolve the root causes of incidents and thus to minimize the adverse impact of incidents caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. A "problem" in this context is the unknown underlying cause of one or more incidents, and a 'known error' is a problem that is successfully diagnosed and for which either a work-around or a permanent resolution has been identified. The CCTA (Central Computer and Telecommunications Agency) defines problems and known errors as follows:

This course is structured along the 5 ITIL lifecycle stages: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. This course allows participants to bring positive changes in business, optimize customer experience and contribute to the improvement process of business by implementing ITSM's best practices.

A summary of changes has been published by the UK Government. In line with the 2007 edition, the 2011 edition consists of five core publications – Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. ITIL 2011 is an update to the ITIL framework that addresses significant additional guidance with the definition of formal processes which were previously implied but not identified, as well as correction of errors and inconsistencies.
ITIL® Foundation has no prerequisite, but every certification afterwards does. ITIL® Practitioner and the ITIL® Intermediates have a prerequisite of ITIL® Foundation. Those taking the ITIL® MALC exam must hold ITIL® Foundation certification and have gained 17 credits throughout the ITIL® scheme by studying ITIL® Foundation and a selection of ITIL® Intermediate qualifications.
ICT deployment provides a framework for the successful management of design, build, test and roll-out (deploy) projects within an overall ICT programme. It includes many project management disciplines in common with PRINCE2, but has a broader focus to include the necessary integration of release management and both functional and non functional testing.
ITIL certification is also a valuable credential for IT project managers, who are in the IT service trenches every day. Most project managers are already familiar with the development lifecycle process, so the principles of ITIL come naturally to them. IT managers, architects and engineers might not ever become ITIL Masters, but even a basic knowledge of the ITIL framework can assist with understanding and supporting the ITIL process.

A candidate for ITIL certification may choose from certification providers who are accredited by AXELOS for providing the training and examinations. Non-accredited providers may cost less, but their content and results may not be as reliable or vouched for. Pricing varies depending on country you reside and whether you’re taking an in-person course, online option, or an in-house training within your company. Candidacy for the Master-level certification alone is $4,000.

CSI needs upfront planning, training and awareness, ongoing scheduling, roles created, ownership assigned, and activities identified to be successful. CSI must be planned and scheduled as process with defined activities, inputs, outputs, roles and reporting. Continual Service Improvement and Application Performance Management (APM) are two sides of the same coin. They both focus on improvement with APM tying together service design, service transition, and service operation which in turn helps raise the bar of operational excellence for IT.[31]


DevOps, an emerging framework which focus on continuous integration and delivery of software. It recognizes that the relationship between developer team and operations team is broken and fills in the gap to promote trust between two teams.[44] This solves the gap that ITIL framework creates—teams working in silo where they possess a "not my issues" attitude.[45]

While ITIL addresses in depth the various aspects of service management, it does not address enterprise architecture in such depth. Many of the shortcomings in the implementation of ITIL do not necessarily come about because of flaws in the design or implementation of the service management aspects of the business, but rather the wider architectural framework in which the business is situated. Because of its primary focus on service management, ITIL has limited utility in managing poorly designed enterprise architectures, or how to feed back into the design of the enterprise architecture.

The centre and origin point of the ITIL Service Lifecycle, the ITIL Service Strategy (SS) volume,[22] provides guidance on clarification and prioritization of service-provider investments in services. More generally, Service Strategy focuses on helping IT organizations improve and develop over the long term. In both cases, Service Strategy relies largely upon a market-driven approach. The Service Strategy lifecycle stage is often considered as the core of the service lifecycle. In Service Strategy stage, the strategic approach for the whole lifecycle is identified to provide values to the customers through IT service management. Key topics covered include service value definition, business-case development, service assets, market analysis, and service provider types. List of covered processes:

One of the best things about taking advantage of the ITIL training offered by Cybrary is that you have the ability to complete all of the training lessons online. So long are the days of having to search for classes near your home. You no longer have to spend your evenings or weekends sitting in a classroom, losing precious time that could be spent with your family and friends. Cybrary gives you the freedom to complete the lessons whenever and wherever is most convenient for you.
The purpose of supplier management is to obtain value for money from suppliers and contracts. It ensures that underpinning contracts and agreements align with business needs, Service Level Agreements and Service Level Requirements. Supplier Management oversees process of identification of business needs, evaluation of suppliers, establishing contracts, their categorization, management and termination.
Master: the ultimate ITIL certification, a candidate must demonstrate ITIL mastery by completing Expert certification (22 credits minimum), demonstrating minimum 5 years’ experience in a management or leadership role, submitting a proposal for ITIL service improvement, submitting a work package wherein the candidate successfully applied ITIL practices to a real-world business case, and completing an interview with an ITIL assessment panel.
As IT becomes more important, SMBs are realizing the biggest benefits of maintaining ITIL-trained personnel on staff. Though no company wants to see IT projects fail, larger companies can usually absorb the loss of productivity, time and money that accompanies a failed IT service project. SMBs may not have the financial luxury of allowing an important IT project to fail owing to poor management and lack of processes. Thus, the value of an ITIL certification may be greater for enlightened companies that cannot afford IT project failures.
ICT technical support is the specialist technical function for infrastructure within ICT. Primarily as a support to other processes, both in infrastructure management and service management, technical support provides a number of specialist functions: research and evaluation, market intelligence (particularly for design and planning and capacity management), proof of concept and pilot engineering, specialist technical expertise (particularly to operations and problem management), creation of documentation (perhaps for the operational documentation library or known error database). There are different levels of support under the ITIL structure, these being primary support level, secondary support level and tertiary support level, higher-level administrators being responsible for support at primary level.
ITIL Intermediate (Lifecycle Stream): Addresses aspects of ITIL from a holistic, lifecycle perspective. Lifecycle may be more suited to those with managerial responsibility looking at the overall IT Service Management picture. The Service Strategy course in particular is very much rooted in the broader corporate strategy and governance environment.
It may never be a complete guarantee that an ITIL certification is worth the investment, both for you and your company. With anything, you’ll often get out of the process exactly what you put into it. But, because ITIL builds on previous experience, you can try it out with entry-level certifications before fully committing to the long-term promise of ITIL Mastery.
ITIL® is an integrated set of best-practice processes for delivering IT services to customers and is the most widely adopted approach for IT Service Management in the world. The primary focus is to maximize value to customers (the business) by aligning IT resources with business needs. At it’s core is the basic idea that value is provided in the form of business-aligned IT Services.

Not only will you be more confident in your abilities and expertise, but your employers will be impressed as well. Achieving an ITIL certification at any of the more advanced levels will give you a demonstrable advantage over other candidates in a job hiring scenario. Not only does it prove to employers that you are highly skilled and educated in industry best practices, but it will also make their investment in you more lucrative as you’ll be able to breeze through the training process and provide value from the day you’re brought on board. Although becoming ITIL certified may cost you a pretty penny up front, the long-term advantages for job growth may be worth the costs.
Just like achieving an ITIL certification provides higher paying job opportunities and bolsters a resume, the expertise gained will also often give you more options in terms of job roles within the organization. Candidates with proficiencies in any of the upper-level ITIL courses will have their pick of the litter right away when it comes to where they want to go and what they want to do. So often in IT, employees must “pay their dues” so to speak, and settle on low-level roles or contractor positions until they prove themselves and showcase the knowledge and skillset required for more lucrative opportunities. With an ITIL certification, employees can often skip this process, and recruiters may decide to take input from the certified professional on where he or she wants to go right away at a competitive starting salary.
Service Operation (SO) aims to provide best practice for achieving the delivery of agreed levels of services both to end-users and the customers (where "customers" refer to those individuals who pay for the service and negotiate the SLAs). Service operation, as described in the ITIL Service Operation volume,[25] is the part of the lifecycle where the services and value is actually directly delivered. Also the monitoring of problems and balance between service reliability and cost etc. are considered. The functions include technical management, application management, operations management and service desk as well as, responsibilities for staff engaging in Service Operation.
Axelos and the ITIL Development Group, made up of more than 2,000 ITIL stakeholders worldwide, began working on an update to ITIL V3 in late 2017. That work continued throughout 2018, and Axelos has announced upcoming changes to the ITIL certifications known as ITIL 4. ITIL 4 will provide sweeping changes to the ITIL certification program to better align with the growing complexity of modern IT. ITIL 4 also changes some of the certification program terms and titles to align with the new ITIL 4 program structure. Here is a look at the new ITIL 4 program overview:
A big advantage that ITIL has is that it’s used globally, and implemented in just about every industry that relies on highly controlled IT services, which is just about everywhere these days. With over 10,000 organizations that have adopted ITIL worldwide, it’s reach is undeniable. This means for the certified ITIL professional, there is plenty of room for job growth within the market. The demand for qualified professionals that understand the ITIL framework only continues to increase, and the most sought-after candidates will have many options in terms of industry, location, and negotiable pay plus benefits.
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