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of organisations
 make a knowledge base
available to end users 

Source - HDI Report

About the Knowledge Base

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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

What is ITIL 4?


We are in a time of unprecedented change, known as the ‘Fourth Industrial Revolution’. It is characterised by the digital transformation of our world and the unavoidable interaction between humans, digital technologies and physical assets. It is an increasingly fast paced and complex environment, requiring organizations to be more agile, better equipped to adapt what they do and ready to adopt new ways of working to succeed. ITIL® 4, through its framework, helps organizations to connect and align these different challenges that are relevant not only to ITSM professionals, but also by a wider range of professionals working in the digital world. 

ITIL 4 is the result of feedback and insights from thousands of professionals and organizations globally. It has been developed by a team of industry experts from around the world, including 150 content writers, reviewers and contributors from the wider IT industry. AXELOS has engaged a diverse range of people in the development of ITIL 4. They have assembled a Global ITIL Development Group, which is made up of over 2,000 professionals. Those in the Group participate in pulse surveys and debates on a private community group, and take active roles in reviewing the update.  Their insights and feedback have been key to the development of ITIL 4. Axelos also brought together a top architecture team from around the world to collaborate on the development of ITIL 4. 

ITIL 4 expands previous versions by providing a practical and flexible basis to support organizations on their journey to the new world of digital transformation. It provides an end-to-end IT/digital operating model for the delivery and operation of tech-enabled products and services and enables IT teams to continue to play a crucial role in wider business strategy. 

ITIL 4 Certification Scheme

ITIL 4 has been designed to help organizations meet the increasing demand from the current complex digital environment. The new scheme has been designed to be backwards compatible with ITIL v3 and streamlined to encourage conversion beyond ITIL Foundation level.

The ITIL 4 Certification Scheme comprises of the following modules: 

  • ITIL Foundation
  • ITIL Specialist modules (3)
  • ITIL Strategist
  • ITIL Leader
  • ITIL Master

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ITIL 4 Training

HDAA will have a range of courses ready to deliver from March 2019. We will also continue to deliver ITIL v3 courses while there is still demand.

ITIL 4 foundation certification will be a 2-day course with an online exam (taken outside of the 2 day course hours). It is envisaged that HDAA will have public, in-house, online and virtual classroom offerings for the course along with a bridging course from ITIL v3 to ITIL 4 (probably 1 day at this stage with an online option available). 

Other modules within the ITIL 4 certification scheme will become available in late 2019 and 2020.

ITIL 4 Exam

There is a large amount of new material in ITIL 4 Foundation therefore a new single exam is required to assess the end-learner’s knowledge of the new ITIL 4 Foundation guidance.
The ITIL 4 Exam is in the same format as ITIL v3 comprising of 40 multiple choice questions which must be completed in 60 minutes.
There will be no specific bridging exam, candidates looking to do a bridging course from v3 to v4 will still need to take the ITIL 4 foundation exam to become accredited in ITIL 4.

Information on how to transition from the ITIL v3 to the ITIL 4 certification scheme

For further information see Frequently Asked Questions

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ITIL 4 FAQ's ITIL 4 Qualification Scheme Full HDAA Training Calendar


ITIL Public Course Dates

Date/Time Title Venue/Jurisdiction Register
16-17 Apr 2020,

9:00 am-5:00 pm

07-08 May 2020,

9:00 am-5:00 pm
ITIL® 4 Foundation With Exam Canberra CBD Venue,