ITIL certification: Why it matters and how to obtain it

Dive into the world of ITIL Certification—a pivotal step for IT professionals aiming to elevate their careers. Whether taking the first steps in ITIL or aiming to deepen your existing knowledge, this guide is tailored for you.

Here, we dive into the heart of ITIL certification, unravelling its layers to reveal how it can significantly boost your career and add value to your organization.  Ready to elevate your IT game? Let’s get started.

What is ITIL?

ITIL (Information Technology Infrastructure Library) is your roadmap for navigating the complex world of IT service management. It's a set of best practices, not just rules, designed to align IT services with business needs and optimize their efforts.

It's about making IT a valuable contributor to business success. Our focused sections on ITIL v3 and ITIL 4 highlight significant milestones in the evolution of ITIL.

ITIL principles

The essence of ITIL lies in its core principles, each aimed at refining and elevating IT services to meet and exceed business needs. Let's unpack these principles:

• Service strategy: The strategic approach to designing IT services that fulfil business goals, integrating risk management and decision-making processes.

• Service design: Customizing IT services to meet business requirements, focusing on automation and service delivery optimization.

• Service transition: Seamlessly transitioning IT services from development to operations, ensuring minimal disruption and maximum efficiency.

• Service operation: The ongoing management and delivery of IT services, including the effective functioning of the service desk and continual response to user needs.

• Continual service improvement: A relentless pursuit of service enhancement, constantly seeking ways to optimize and innovate IT service delivery.

ITIL v3 stands out for its emphasis on integrating IT with business strategies, enhancing risk management, and fostering an adaptable IT environment. This approach significantly reduces IT support costs and strengthens the relationship between IT and end-users.

ITIL versions

ITIL has evolved, just like the technology it governs. Each version brought something new to the table:

• ITIL v1: Laid the groundwork with basic concepts of IT service management.

• ITIL v2: Focused on service support and delivery, refining the framework's application.

• ITIL v3/2011: Expanded to encompass the entire service lifecycle, adopting a more comprehensive approach.

• ITIL 4: A modern iteration integrating agile, DevOps, and Lean, making ITIL more dynamic and suited to contemporary IT challenges.

Each iteration of ITIL represents a leap forward in aligning IT services with the evolving needs of businesses, continuously adapting to technological advancements and market trends. With ITIL certification training, professionals can navigate and excel in this ever-evolving landscape.

What is ITIL certification? 

ITIL certification is a specialized credential for IT professionals that signifies proficiency in using the ITIL framework for effective IT service management.

This certification validates an individual's ability to apply ITIL principles and best practices in real-world scenarios, going beyond theoretical knowledge. It’s designed for those aiming to excel in IT service management, emphasizing a practical understanding of how to align IT services with business goals.

The certification encompasses a series of levels, each building upon the previous, to provide a deep and comprehensive understanding of ITIL's principles and practices. Once you grasp the theory of ITIL, the real skills come with translating that theory into practical, actionable steps. Achieving ITIL certification demonstrates a commitment to improving service delivery, increasing customer satisfaction, and driving efficient and effective IT operations management (ITOM), making a tangible impact within an organization.

Who should become ITIL-certified?

ITIL certification is tailor-made for a wide range of IT professionals, but who stands to gain the most from it? Here’s a rundown:

• Aspiring IT service managers: If you aim for a role that revolves around managing and delivering top-notch IT services, ITIL certification is your ladder to success.

• IT support staff: Those in the trenches of IT support can gain immensely from ITIL certification. It's about solving problems and optimizing how IT support aligns with and drives business goals.

• IT consultants: If you advise organizations on IT service management, ITIL certification gives you the credibility and knowledge to provide sound, effective guidance.

• Project managers: Are you handling IT projects? ITIL certification provides the framework to manage projects more efficiently, ensuring they align with IT and business strategies.

• Business managers: Even if you're not in a purely IT role, understanding how IT services can be optimized to support business processes can be a game-changer. ITIL certification provides this insight.

• Anyone seeking career growth in IT: ITIL certification is a stepping stone if you’re looking to climb the career ladder in IT. It signals to employers and your IT team that you’re serious about professional development and equipped with industry-relevant skills.

If your work revolves around IT service management or if you envision a career in this field, ITIL certification is a valuable asset. It’s for anyone who recognizes the pivotal role IT plays in driving business success. Whether your daily activities focus on business relationship management, incident management, or behind the scenes of the IT infrastructure library, understanding the key concepts of ITIL with a certification in hand can help drive your overall impact.

ITIL certification levels

The ITIL certification journey is a structured progression through five distinct levels, each focusing on different facets of ITIL best practices. This path is designed to systematically enhance your knowledge and application of ITIL principles in IT service management.

ITIL Foundation

The Foundation level is where your ITIL journey begins. It's all about laying the groundwork:

• Objective: Gain a basic understanding of the ITIL framework and its role in IT service management.

• Focus: Key ITIL concepts, including the ITIL service lifecycle basics and their contribution to service management practices.

• Exam details: 40 multiple-choice questions, and you must score at least 65% (26/40) to pass. The exam awards two credits. It’s a closed book and has no prerequisites.

ITIL Practitioner

The Practitioner level is the next step, building a bridge from foundational knowledge to practical application:

• Objective: Equip IT professionals with the skills to adopt and adapt ITIL in their workplace.

• Focus: Practical application of ITIL, integrating principles from other frameworks like DevOps, Agile, and Lean.

• Exam details: 40 multiple-choice questions, to be completed in 135 minutes, with a minimum of 70% (28/40) required to pass. It's an open-book exam, awarding three credits.

ITIL Intermediate

The Intermediate level offers a more flexible and in-depth exploration of ITIL:

• Categories: Service lifecycle (covering strategy, design, transition, operation, and continual improvement) and service capability (focusing on specific process areas).

• Objective: Deepen knowledge in selected areas of ITIL, tailored to your career needs.

• Credits: Offers 15 or 16 credits, depending on the modules chosen. Requires completion of the ITIL Foundation exam and an accredited training course.

ITIL Expert

The Expert level is for those who want to demonstrate comprehensive knowledge of ITIL:

• Objective: Showcase a well-rounded, in-depth understanding and skills in ITIL best practices.

• Requirements: A minimum of 17 credits from the Foundation and Intermediate levels and completion of the Managing Across the Lifecycle (MALC) module.

• Credits: Achieving a total of 22 credits is necessary to obtain ITIL Expert certification.

ITIL Master

The Master level is the pinnacle of ITIL certification:

• Objective: Demonstrate mastery in applying the ITIL framework in real-world situations.

• Requirements: Must have the ITIL Expert certification and at least five years of high-level, hands-on ITSM experience.

• Assessment: Involves a demonstration of successful implementation of ITIL practices in the workplace, with no fixed syllabus or prescribed training.

How to become ITIL-certified

Stepping into the ITIL certification pathway is a pivotal decision for IT professionals aiming to master service management. Here's your guide to navigating through the certification process:

Structure of the ITIL certification exam

• Start with the foundation certification: Your journey begins with the ITIL Foundation certification, laying the groundwork for future advancement.

• Choose the right training: Opt for accredited courses that offer comprehensive ITIL training, including managing professional and strategic leader tracks.

• Register for your exam: Once your training is complete, register for the certification exam that aligns with your chosen level.

• Diligent preparation: Leverage the study materials from your course and supplement with additional resources like guidebooks and online forums.

• Taking the exam: Tackle the exam, which varies in format from foundational multiple-choice questions to in-depth assessments for higher certifications.

• Achieve certification: Upon successfully passing the exam, you’ll earn your ITIL certification, a testament to your expertise in ITIL's best practices.

Tips and key nuances of ITIL certification

• Select accredited institutes: Ensure you receive training from accredited centers to get the most current and comprehensive ITIL knowledge.

• Career alignment: Tailor your ITIL certification path, whether it's foundation, managing professional, or strategic leader, to align with your career goals.

• Practice with sample exams: Utilize available online sample exams to familiarize yourself with ITIL's testing format and style.

• Self-study options: Various ITIL exam preparation kits are available for those who prefer self-study.

• Stay current: As ITIL is continually evolving, keep up to date with the latest developments and guiding principles in the ITIL framework.

How much does it cost to become ITIL-certified?

The investment in ITIL certification varies based on several factors:

• Exam fees: Range from $150 to $500, depending on the certification level and location.

• Training costs: Formal training expenses can range from $500 to $1000, varying with the institute and the specific certification course.

• Self-study expenses: Opting for self-study can reduce costs to mainly the exam fee and any chosen study materials.

• Additional resources: Be prepared for potential expenses on supplementary study materials, practice exams, or memberships in ITIL communities.

Obtaining an ITIL certification course is a strategic step toward enhancing your ITSM skills. It focuses on key areas such as value streams and guiding principles.

Benefits of ITIL certification: Why become certified?

The pursuit of ITIL certification isn’t just about adding another line to your resume. It's about stepping up your game in the IT world. Let's break down why this certification is a great move to consider.

For the employee

• Master ITIL, master your job: Dive into the depths of ITIL and learn how to make every aspect of IT service management work smarter, not harder.

• Climb that career ladder: ITIL certification is like a magnet for new opportunities and better pay.

• Speak IT lingo: Fluent in ITIL means you're speaking the global language of ITSM. It's about being understood and respected in the IT community.

• See the big picture: ITIL is about how IT fits into the larger business puzzle, giving you the vision to make strategic moves.

For the organization

• Slicker service delivery: Certified staff means your IT services are more like a well-oiled machine—efficient, effective, and reliable.

• Cut costs, not corners: ITIL is about doing more with less. It's smart spending, not penny-pinching.

• Risk? What risk?: ITIL pros are like risk whisperers, spotting trouble before it happens and keeping the IT ship sailing smoothly.

• Business goals? Check: ITIL-certified teams mean your IT is aligned with business goals. Everyone's rowing in the same direction.

• Never stop improving: ITIL is all about continuous improvement. It's not just about keeping up—it's about staying ahead.

For the customers

• Top-tier service: With ITIL-certified pros at the helm, customers get nothing but the best in service.

• Consistency is key: Standardized ITIL practices mean customers get the same great experience every time.

• Quick fixes, happy customers: ITIL solves customer issues quickly and effectively, ensuring customer concerns are addressed promptly and satisfactorily. This rapid response enhances customer satisfaction and bolsters the reputation of your IT services as reliable and customer-centric.

• Trust building: Trust is cemented when IT services are consistently reliable and efficient. Customers stay loyal because they know they're in good hands.

ITIL-complementary certifications

Beyond the core ITIL certification levels are complementary certifications, known as ITIL complementary certifications. An ITIL complementary certification offers additional credits within the ITIL credit system, allowing professionals to deepen their expertise in specific areas related to IT service management.

ITIL-aligned software and tools

In today’s fast-paced IT environment, aligning with ITIL principles is more than understanding them—it’s about effectively implementing them. This is where ITIL-aligned software and tools, like Freshservice, become indispensable.

Why choose ITIL-aligned software?

• Enhanced efficiency: ITIL-aligned tools streamline IT service management processes, making operations more efficient and responsive.

• Improved service delivery: They ensure that IT services are delivered in a manner that maximizes customer satisfaction and aligns with business goals.

• Risk mitigation: These tools help identify and manage potential risks, ensuring smoother service delivery.

• Strategic alignment: They ensure that IT services evolve in sync with the strategic direction of the business.

Freshservice is designed to bring ITIL principles to life in your organization.

• For service strategy and design: From managing incidents to designing service catalogs, Freshservice ensures your IT strategies align perfectly with business objectives.

• In service transition: Transitioning services smoothly into operational use is made easier with change and release management tools.

• During service operation: Handle everyday IT challenges efficiently with problem management and event management features.

• For continual service improvement: With robust analytics and reporting, continually improving your IT services becomes a measurable and achievable goal.

Elevating IT with ITIL certification

ITIL certification is a strategic move for anyone in IT. ITIL certification equips you with the skills, perspective, and language to excel, whether on the front lines of IT support or steering the ship from a managerial role.

It's about being better at what you do, strengthening your organization, and delivering unmatched customer service. This is more than training—it's an investment in a smarter IT future.

For a closer look at ITIL-compliant solutions that can transform your IT service management, explore Freshservice’s advanced features and capabilities.