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ITIL Certification Overview

ITIL® 4 is the latest version of ITIL certification, released in February 2019. ITIL 4 provides a digital operating model that enables organisations to co-create value from their IT-supported products and services.  Also, ITIL 4 builds on ITIL’s decades of progress, evolving established ITSM practices for the broader context of customer experience, value streams, and digital transformation. ITIL 4 also promotes greater alignment with new ways of working, such as Lean, Agile, and DevOps, to co-create business value.

Our ITIL Training course comprises of a mix of learning techniques, including presentations, review and revision sessions, sample exam questions, class, and case study exercises. Our ITIL Foundation training program is designed to facilitate an active and enjoyable learning environment. This ITIL Foundation course can be followed by the ITIL 4 Managing Professional (ITIL MP) certification and ultimately ITIL Master.


ITIL 4 is a globally recognised IT service management framework focusing on risk mitigation, customer satisfaction and IT environment support. Our ITIL-certified professionals demonstrate a comprehensive understanding of the IT service management lifecycle.

With our ITIL certification, candidates can demonstrate their knowledge and competence in the service management best practices, processes, terminology and technologies prevalent in IT today.  And ITIL professionals are sought after for their in-depth knowledge of the ITIL framework and their ability to improve the quality of IT services and business growth.

ITIL 4 is an IT service management framework that provides recommendations for designing, delivering and continuously improving IT services to meet the changing needs of organisations and customers. ITIL 4 is essential for IT professionals and organisations looking to improve their IT service management practices. Our ITIL 4 Foundation certificate training is designed to provide an understanding of the ITIL framework and its application. This ITIL certification can provide candidates with an in-depth knowledge of ITIL practices, principles and concepts, enabling them to streamline their organisation’s service delivery and support functions. Attending our ITIL training helps individuals acquire IT service management skills and techniques to improve career opportunities.

During our ITIL certification training course, participants learn the fundamentals of IT service management and how to apply ITIL concepts and practices to improve business processes. During the ITIL certification training, participants learn key service management concepts, including value creation, stakeholder and service consumer roles and service offerings. Our highly qualified and knowledgeable instructor delivers the course with many years of teaching experience and can help participants understand the ITIL 4 framework.

Key Components of ITIL 4

ITIL 4 introduces several key components that distinguish it from its predecessor, ITIL v3. These include the Service Value Framework (SVF), the Four Dimension Model, the Service Value Chain (SVC) and the Guiding Principles.

Service Value Framework (SVF)

The SVF is the overall model for creating value through IT services. It defines how an organisation's different components and activities work together to deliver customer value.

Four-Dimensional Model

ITIL 4 includes four dimensions - organisations and people, information and technology, partners and suppliers, value streams and processes. These dimensions provide a holistic perspective when designing, delivering and improving IT services.

Service Value Chain (SVC)

SVC outlines a series of interrelated activities organisations can use to create and deliver customer value. These activities include Planning, Enhancement, Engagement, Design and Transition, Acquisition/Build, Delivery and Support.

Guiding Principle

ITIL 4 introduces seven guiding principles organisations and individuals can follow to make decisions and operate effectively. These principles include focusing on value, starting where you are, iterative progress through feedback, collaboration and promoting visibility, thinking and working holistically, thinking simply and practically, optimisation and automation.

Benefits of ITIL certification

There are benefits associated with achieving the ITIL 4 certification:

Global recognition

ITIL is globally recognise and respected in the IT industry. Achieving ITIL 4 certification adds credibility to your resume, making you a valuable asset to any organisation looking to improve the management of its IT services.

Career progression

ITIL 4 certification opens the door to better-paid positions and more career opportunities. Whether you want to move up the career ladder or move to a new role, ITIL certification can boost your career.

Improved problem solving

ITIL 4 provides professionals with the skills to effectively identify, analyse and solve IT service management problems. It reduces service disruptions and increases customer satisfaction.

Improve communication

The system emphasises cooperation and communication within the organisation. As an ITIL 4 certified professional, you are better equipped to bridge the gap between technical teams and business stakeholders.

Cost reduction

ITIL 4 encourages organisations to optimise processes, reducing costs and improving resource utilisation. Certified professionals can make a significant contribution to this effort.


ITIL 4's flexible approach enables organisations to adapt and respond to changing business needs and technologies. By mastering ITIL 4, you become a proponent of continuous improvement and adaptation.

Benefits of adopting PRINCE2

Stronger alignment between services and the business

Improve service delivery and customer satisfaction

Reduced costs through improved utilisation of resources

Greater visibility of costs and assets

Better management of business risk and service disruption or failure

More stable service environment to support constant business change

ITIL 4 Certification Course Highlights

To succeed on the ITIL 4 certification path, it is vital to understand the key points and stages of the course:

Certification levels

ITIL 4 offers certification levels, including Foundation, Specialist, Strategist and Leader. Each level builds on the knowledge and skills acquired at the previous level, providing a structure career progression path.

Foundation Level

This entry-level certification provides a basic understanding of ITIL 4 principles and concepts. It is an excellent starting point for beginners in IT Service Management.

Practical application

ITIL focuses on practical application. Candidates learn how to apply ITIL principles in real-life scenarios, making them useful in their work.

Continuous learning

ITIL promotes continuous learning and improvement. As you progress through the certification levels, you can deepen your knowledge and contribute more effectively to your organisation.

Exam preparation

Adequate preparation is essential for success in the ITIL certification exams. Consider enrolling in our training program and use study materials and practice exams to develop your skills.

Professional development

ITIL 4 is for more than just IT professionals. It can be used by anyone involved in delivering or supporting IT services, including business analysts, project managers and executives.

Integration of ITIL practices

ITIL 4 is design to be compatible with other frameworks and practices such as Agile, DevOps and Lean. It allows organisations to develop a tailored approach to IT service management.

ITIL 4 certification is a powerful tool for IT professionals who want to excel in the ever-changing world of IT service management. By learning the principles and practices of the framework, professionals can improve their skills, move up the career ladder and contribute to the success of their organisation. The benefits of ITIL 4 certification are diverse, ranging from global visibility to better problem-solving and cost reduction. As technology continues to shape the business environment, ITIL 4 certification remains an investment in professional development. Whether you are just starting your IT career or looking to take it to the next level, our ITIL 4 certification is a step in the right direction. Master the capabilities of modern IT service management with ITIL 4.

The term ITIL originally stood for “Information Technology Infrastructure Library” but is now known simply as “ITIL” and is part of a portfolio of “best practices”. ITIL stands for “IT Service Management (ITSM) Best Practice”. ITIL was introduced in 1989 and is used by public and private sector organisations around the world.

ITIL is not a methodology. It is a “framework” that can be adopted and adapted to the needs of the organisations.

The “Best Practice” solution portfolio is designed to help organisations become more efficient in a number of key business areas, including IT service management, projects, programmes and security.

The ITIL 4 Foundation and Managing Professional modules can be taken face-to-face in the classroom at our premises, online from anywhere as a virtual classroom or face-face-face in-house at your premises if there are six or more participants.

The ITIL 4 Foundation module is a three-day course, and the Managing Professional modulesare three-day courses as well.

To get ITIL certification, you need to pass the ITIL certification exam. There are different levels of ITIL certifications. ITIL Foundation is a prerequisite to all other levels.

ITIL has become the de facto standard for IT Service Management implementation worldwide and is used by public and private sector organisations. The ITIL framework provides comprehensive and detailed guidance on service delivery and support and includes best practice guidelines for implementing ITIL and integrating it with other frameworks and methodologies. The advice is to adopt and adapt ITIL to your organisation’s needs.

The benefits of ITIL vary; it depends on the nature of the organisation, its size and use of IT, the market in which it operates, and its business objectives. In general, successful ITIL implementation can help organisations improve their services by offering ways to manage business risks and service interruptions or failures and improve and develop positive relationships with customers by delivering efficient services that meet their needs.

ITIL is recognised as the world’s leading IT service management framework with over 5 million certified professionals to date and counting. A certification proves that an IT professional knows the best practices and solutions about IT service management from a potential employer’s perspective.

ITIL certifications include ITIL Foundation, ITIL Managing Professional, ITIL Strategic Leader and ITIL Master.

ITIL Foundation is the first available ITIL certification available from Axelos. The course is usually delivered over three days, and it includes the official ITIL Foundation certification exam. The ITIL Foundation certification exam is a one-hour exam consisting of 40 multiple-choice questions. In order todevelop a deeper understanding, it is recommended to attend a training course at a training organisation.

ITIL Managing Professional is designed for professionals who run successful IT-enabled products and services.

TheITIL exam voucher is valid for three months from the course completion date.

Full instructions on how to book your ITIL exam will be provided in the email containing your exam voucher code.

We offer the option of exam vouchers with a second attempt included. This option needs to be select before attempting the exam. Please contact us, and we can include that option in your exam voucher at an additional cost of $142. If the exam is pass on the first attempt, there is no refund provided for the additional amount paid.

The ITIL classroom training course is run at our facilities in Melbourne, Sydney and Brisbane. We can also deliver it at your premises if there is a group of six or more participants.

We usually use the Zoom application to deliver our virtual classroom courses; however, we can also use Microsoft Teams to deliver it, depending on your requirements. Before the course start date, you will be provided with a link via email to the event. Clicking on the link will load the relevant application in your browser and connect you to the training course.

Yes, you can check and verify that your computer meets Zoom’s or Microsoft Teams’ audio and video requirements.

High-speed stable internet connection, a device capable of running the latest web browser and audio capability is require.

We recommend participants use headphones as it enhances the learning experience. It also eliminates the echo issue.

If you have any further questions or need help, please contact us at

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