ITIL Certification 101
The what, how and other nuances

ITIL has been the primary framework used by IT folks for IT service management (ITSM). Here’s your go-to guide for anything and everything about ITIL certifications. If you’re in IT support, having an ITIL certification is always one of your to-do things. ITIL framework is set of detailed practices that focuses on aligning IT services with the business needs. ITIL principles are vendor neutral, and are used for two fold benefits- increase productivity of IT folks and reduce costs of IT operations.

The current form of ITIL has five core parts, each covering different stages of ITSM lifecycle. People often consider ITIL as a holy bible to IT support. However, what we fail to understand is the fact that ITIL is a set of best practices pertaining to IT support, and it should be viewed just that way. ITIL framework is just means to an end, not the end itself.

For instance, a set of best practices from ITIL (self service in service desk) could be used to reduce the number of direct walk-ins requests to resolve issues. However, you must have a comprehensive self service portal in your ITSM tool to achieve this.

Why should you take ITIL certification?

Having an ITIL certification has multi-fold benefits if you’re someone in IT support. Here are a few of them

ITIL certification examination

ITIL uses something called as an “ITIL credit system” to award certifications. All the ITIL and related qualification are awarded specific “credit values”. A candidate advances to subsequent stages of certification as credits are applied at each level. A cumulative of 22 points is required to be awarded the “ITIL expert certification”.

The various levels of ITIL qualification focuses on different facets of ITIL best practices. The five levels of ITIL certification are

Here’s a deep dive into each of these sections.

Foundation level

This is the first level of certification. It’s focussed on general awareness of the key elements, basics of ITIL concepts, important definitions used in ITIL service lifecycle and their contribution to service management practices.

The foundation level of ITIL certification is aimed at folks

• Who wish to have a basic understanding of ITIL framework
• Who want to gain an understanding into how ITIL could be implemented for bettering IT service management.

The foundation level consists of 40 multiple choice questions and awards 2 credits to candidates who clear the level. A minimum of 65% (26/40) would help you procure a certification. The foundation level is a closed book examination and there are no prerequisites required to take the exam; anyone with an interest in IT service management can take the exam.

Practitioner level

The practitioner level is the second step in ITIL certification. This stage focuses on providing a bridge between the foundation level and intermediate level (third level in ITIL certification). The main aim of the practitioner level is to equip the IT folks with the ability to adopt ITIL frameworks at their workplace.

Building on best practices from other frameworks like DevOps, Agile, Lean, ITIL practitioner adds value to any improvement initiative in IT service management. Like the foundation level, the practitioner level has 40 multiple choice questions to be answered in 135 minutes. A minimum of 70% (28/40) ensures you clear this level. Unlike the first level, this is an open book examination. A completion of this level would award you 3 credits.

Intermediate level

has a flexible structure and includes two categories

• Service lifecycle
  which consists of five examinations. The five examinations will cover service strategy, service design, service transition, service operation and continual service improvement.
• Service capability
  with four examinations, includes planning protection & optimization, release control & validation, operational support & analysis and service offerings & agreement.

As you would have seen from the above details, each module in the intermediate of ITIL certification focuses on different aspects of service management. You can choose to take as many or as few intermediate qualifications as you wish. Based on what you like to extract from the module, you can mix and match modules from both these categories.
The intermediate level gives you 15 or 16 credits (Based on the modules you choose). However, the intermediate level is only open to people who have successfully completed ITIL foundation exam AND have completed an accredited training course from ITIL accredited organisation.

Expert level

If you’re someone who wants to demonstrate the length and breadth of your understanding of ITIL frameworks, then ITIL expert certification is perfect for you. The expert certification is awarded to people who have a well rounded, in-depth knowledge and skills of ITIL’s best practices.

There are some important requirements for one to take an ITIL expert certification

• The candidate should have appeared for an ITIL foundation or a bridge certification
• The candidate must have earned a minimum of 17 credits from foundation and intermediate course.
• The managing across the lifecycle (MALC) module should have been taken to achieve a total of 22 credits, a minimum qualification to appear for ITIL expert certification

Master level

Every ITIL master candidate will have to demonstrate successful implentation projects in ITIL related work from their workplace. There’s no fixed/prescribed syllabus or training suggested by Axelos- The makers of ITIL frameworks. Axelos website states “you must ensure you have extensive practical 'hands-on' ITIL experience and can demonstrate active involvement in implementation of the practices”... In order to appear for Master level of ITIL certification, one must

• Have cleared ITIL expert certification
• Have worked ITSM for at least 5 years in a leadership, managerial, advisory roles in management.

Managing across lifecycle certification

Awards the candidate with 5 credits. Passing the ITIL foundation exam along with 15 additional credits (from intermediate courses) is a minimum requirement for appearing for this exam. In other words, you need a minimum of 17 credits to take this exam. Many IT folks around the world use this as a gateway to achieve ITIL expert certification.

As you complete each level of certification, you’re awarded with the certification and attributed credits

How much does an ITIL certification cost?

The cost for ITIL certification varies by geography. The cost is determined by the country you’re taking the examination at. Registration fee for the certification range from $150 to $500. However, these are costs of just taking the exam. In most cases candidates and IT folks would like to engage an external agency to help them with their preparation for ITIL certification examinations. Again, the cost of courses vary based on which institute you get trained from, and ranges anywhere between $500 to $1000. That said, there are IT folks who prepare by themselves for the certification, thereby totally eliminating the cost of engaging external agency.

Here’s an overview of various ITIL complementary certifications