ITIL FAQ's
ITIL 4 Foundation Questions
ITIL 4 Foundation provides the building blocks of ITIL 4 and step one of the ITIL 4 journey.
ITIL 4 Foundation has been designed as an introduction to ITIL 4 and enables candidates to look at IT service management through an end to creation, delivery an end operating model for the d continual improvement of tech ITIL 4 Foundation is for anyone working within an enabled products and services. IT function who needs to understand the key concepts of IT and digital service delivery and is interested in helping their organization address new service management challenges.
It is for professionals at the start of their ITIL 4 journey or those looking to upgrade their existing ITIL knowledge.
Yes, just like any foundation training, the ITIL 4 Foundation syllabus is about introducing general concepts, guiding principles and language to anyone, no matter their level of experience. The course helps candidates to gain a better understanding of where they sit in the organisation (and the bigger picture). It introduces the mentality and culture on how to serve the clients, the service economy and understand their role in the Service Value Chain.
Certification exams are included with all HDAA ITIL training.
ITIL 4 Managing Professional Questions
The ITIL 4 Managing Professional designation consists of the following four modules.
ITIL 4 Specialist: Create, Deliver and Support (CDS) The ‘engine room’ of the digital and IT function
This specialist module is for IT practitioners and leaders who manage the operation of IT-enabled and digital products and services. CDS helps professionals who are responsible for service delivery, including development, deployment, and monitoring and support, and assuring that services are delivered and supported according to agreed levels.
ITIL 4 Specialist: Drive Stakeholder Value (DSV) Ensuring digital and IT services delight
This specialist module is for IT professionals who are responsible for managing and interfacing with stakeholders and fostering relationships to gain value realization. DSV is beneficial to those who design or manage customer journeys and experiences and manage customer demands and expectations.
ITIL 4 Specialist: High-velocity IT (HVIT) The future of digital and IT services
This specialist module is for IT managers and practitioners working within or towards the delivery of digital products and services. HVIT will help anyone involved in digital services or working on digital transformation projects; and those working in or migrating to Lean, Agile or DevOps ways of working or highly automated environments.
ITIL 4 Strategist: Direct, Plan and Improve (DPI) – Universal Module Bringing digital and IT strategies to life
This strategist module is for IT and digital managers of all levels involved in aligning work to organizational strategy or developing a continually improving team or service. DPI will help anyone involved in planning work, improving products, and managing organizational change, and those responsible with interfacing with governance, risk and compliance.
ITIL 4 Strategist: Direct, Plan and Improve is a core module that forms part of both the ITIL 4 Managing Professional and ITIL 4 Strategic Leader designations. Once you have passed the exam once, you will not need to pass it again.
ITIL 4 Strategic Leader Questions
The ITIL 4 Strategic Leader designation consists of the following two modules:
ITIL 4 Strategist: Direct, Plan and Improve (DPI) – Universal Module Bringing digital and IT strategies to life.
This strategist module is for IT and digital managers of all levels involved in aligning work to organizational strategy or developing a continually improving team or service. DPI will help anyone involved in planning work, improving products, and managing organizational change, and those responsible with interfacing with governance, risk and compliance.
ITIL 4 Leader: Digital and IT Strategy (DITS) Enabling business success through the creation of digital and IT strategies
This module is for IT and business directors, heads of department, aspiring C-Suite professionals and other business leaders across the organization who are looking for guidance that will help them craft a digital vision, shape IT and business strategy and drive organizational change.
DITS will help business leaders demonstrate how IT strategy differs from digital strategy, provide guidance for integrating IT and digital strategies and promote the importance of a successful digital strategy on business success, including its impact.
ITIL 4 Leader: Digital and IT Strategy adds a new perspective to the ITIL 4 guidance and elevates the discussion around ITIL concepts to an organizational strategy level.
The module enables IT and digital leaders to influence and drive strategic business decisions, by helping them to:
- Create an appropriate digital strategy aligned to wider business goals
- Understand how business and IT leaders across the globe are responding to disruption by reshaping corporate strategy, adapting processes and even repurposing entire business models.
- Explore the use of the ITIL 4 framework to support organizations on their digital transformation journey, addressing service management challenges and utilizing new technology.
The module also covers how ITIL 4 can be integrated with emerging practices and new technologies to meet new internal and external challenges.
The recommended course duration is 18 hours via a face-to-face or virtual class; or online in a self-paced format.
ITIL 4 Leader: Digital and IT Strategy includes four Case Study assignments, that are graded in-session, and a multiple-choice exam at the end of the training course.
Candidates must pass all the Case Study assignments in order to take the exam. This will be confirmed to candidates by the trainers before the end of the training.
Candidates who fail to complete the Case Study assignments in-session, may be given an additional individual written assignment that is based on the same case-study.
Transitioning from ITIL v3 to ITIL 4 Questions
ITIL v3 professionals have four routes to transition to ITIL 4.
Route 1: ITIL v3 Foundation candidates and less than five ITIL v3 credits
The recommended approach is to take ITIL 4 Foundation in order to transition to the new certification scheme. There is a large amount of new material in ITIL 4 Foundation, therefore a new single exam is required to assess end learner’s knowledge of the new ITIL 4 Foundation guidance.
However, professionals may also want to consider continuing their accumulation of ITIL v3 credits to be eligible for the ITIL 4 Managing Professional Transition module, in line with their career goals.
Route 2: ITIL v3 candidates with six to 10 credits, including ITIL v3 Foundation (worth 2 credits)
Candidates who have achieved six to 10 credits would benefit from continuing their ITIL v3 journey, in order to collect 17 credits and be eligible for the ITIL 4 Managing Professional Transition module.
However, they may also want to consider starting their ITIL 4 journey and working their way through the certification scheme, in line with their career goals.
Route 3: ITIL v3 candidates with 11+ credits, including ITIL v3 Foundation (worth 2 credits)
Candidates with 11+ v3 credits can consider collecting ITIL v3 credits, to reach the required 17 credits to be eligible for the ITIL 4 Managing Professional Transition module.
This enables them to fast track to the ITIL 4 Managing Professional designation.
Route 4: ITIL v3 Experts or candidates with 17+ v3 credits, including ITIL v3 Foundation (worth 2 credits) ITIL Experts and experienced ITIL v3 candidates with 17+ v3 credits are automatically eligible for the ITIL 4 Managing Professional Transition module, enabling them to fast track to the ITIL 4 Managing Professional designation.
After achieving the ITIL 4 Managing Professional designation, candidates would only need to complete the ITIL 4 Leader: Digital and Strategy module to achieve the ITIL 4 Strategic Leader designation.
Once candidates have obtained both designations, they are eligible to move towards ITIL 4 Master.
For routes two and three, candidates can also take ITIL 4 Foundation as a contribution to the pre-requisite criteria for ITIL 4 Managing Professional Transition, while it remains available.
The ITIL 4 scheme itself does not provide any credits but if a candidate has ITIL 4 Foundation then they will only need 15 credits from ITIL v3 to be eligible.
In this case, the 15 ITIL v3 credits must be made up of:
- ITIL v3 Foundation (worth 2 credits) and/or
- A combination of ITIL v3 Intermediate and Practitioner modules (totalling 13 credits)
Due to the structure of ITIL 4 and the Foundation syllabus, a single exam is required to assess the candidate’s knowledge of the new ITIL 4 Foundation guidance.
No. It is a different way of thinking, one day is not enough.
ITIL Content Questions
ITIL 4 retains many of the core elements of ITIL v3 and much of the existing guidance will be recognizable in parts of ITIL 4, however there are no direct like-for-like modules between the two certification schemes.
The context of ITIL 4 has greater emphasis on the business and technology world, how it works today, and how it will work in the future with Agile, DevOps and digital transformation.
Lifecycle to Service Value System. ITIL has evolved beyond the delivery of services to providing end-to-end value delivery. ITIL 4 is now centred around a service value system (SVS).
The central element of the SVS is the Service Value Chain, an operating model which outlines the key activities required to respond to demand and facilitate value creation. Sequences of these activities are known as value streams, of which the v3 Service Lifecycle is one such example.
Processes to practices. ITIL 4 refers to practices, where previous versions had referred to processes. A practice is a set of organizational resources designed for performing work or accomplishing an objective. Thus, practices comprise not just processes and procedures, but also people, skills, partners and suppliers, information, tools, and so on.
There are 34 practices in ITIL 4.
Guiding principles. The ITIL 4 guiding principles, first introduced in ITIL Practitioner, are at the core of ITIL 4.
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
Four dimensions of service management. To support a holistic approach to service management, ITIL 4 also defines four dimensions that collectively are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.
The four dimensions represent perspectives which are relevant to the whole Service Value System.
Other ways of working. ITIL 4 will reflect other frameworks and integrate with new ways of working including Agile, DevOps, Lean, IT governance and Leadership.
Some of the ITIL 4 Lead Architect Team are closely involved with ISO 20000 so we can ensure that ITIL 4 aligns across the standard to an adequate level.
ITIL 4 reflects other frameworks and integrates new ways of working including Agile, DevOps, Lean, IT governance and leadership. There are multiple touch points in ITIL 4 including:
Guiding principles:
They are at the core of ITIL 4. They are a set of principles that provide a comprehensive and holistic vision of how an organization should manage and execute its work.
The focus on collaboration, automation, and keeping things simple, reflects principles found in Agile, DevOps and Lean methodologies.
Examples:
- Focus on Value (Lean)
- Progress Iteratively with Feedback (Agile) Collaborate and Promote Visibility (DevOps CALMS/Kanban)
- Optimize & Automate (Lean/ DevOps CALMS) Value Streams show how DevOps or Agile work connects to upstream work (business alignment) and downstream work (release, operations & support) via a holistic approach.
The ITIL 4 practices also reflect new ways of working, balancing the need for governance record keeping with empowering the teams closest to the work.
