ITIL® 4 Frequently Asked Questions (FAQs)
Why do we need ITIL 4?
Quite simply ITIL4 reflects new ways of working that have accompanied the digital revolution. Service Management, and ITIL in particular, is still an important toolset but you are now integrating its adoption and use with vast array of new ways of working (DevOps, Agile, SIAM, Site Reliability Engineering). Since ITIL v3 in 2006 there are a large number of new and updated technologies (Cloud, Serverless, Software Defined Networking, AI, etc.) that we need to manage. ITIL4 reflects these changes. Barry Corless has given a personal view on this in his latest blog.
When are the ITIL 4 books going to be released?
Axelos released the foundation publication and exams during February 2019.
The “ITIL 4 Specialist: Create, Deliver and Support” and “ITIL 4 Strategist: Direct, Plan and Improve” publications will be available from October 2019. Quarter 1 of 2020 see the launch of the “ITIL 4 Specialist: Drive Stakeholder Value” and “ITIL 4 Specialist: High Velocity IT” books. No date has yet been set for the digital content associated with ITIL 4 practices to be released.
ITIL 4 talks about the Service Value System. Has the Service Lifecycle been ditched?
In a word, yes. The key elements of the Service Value system are set out below.
Barry Corless outlines the key updates in a webinar.
Should I stop my v3 track and wait for ITIL4? Why?
No. ITIL v3 qualifications will still have some standing in the ITIL 4 scheme. How that will finally work has yet to be determined. Many of the subject areas appear in both ITIL v3 and ITIL 4 so if you need the skills now…get them now! You wouldn’t wait for the new model of a car if you needed to drive somewhere today would you?
Should my organisation switch straight to ITIL4?
ITIL 4 is the latest version. So, it obviously makes sense to take that as soon as it is available in 2019 doesn’t it? OK, if your organisation has never seen ITIL or considered it before then ITIL 4 is a natural starting point. To steal a well-worn phrase, “Just do it!”. However, if my organisation has invested heavily in ITIL v3 it’s a different story. We’ll be using ITIL v3 language, we’ll be structured with ITIL v3 processes in place, we might have our governance, tools and workflows built around the ITIL v3 service lifecycle. Going with ITIL 4 might be like introducing modern day “US English” to an organisation that is speaking “Ye Olde 17th Century English” perfectly! They can just understand each other but the propensity for mis-communication and lack of clarity increases. That is amplified if the ITIL 4 students are junior to their ITIL v3 trained superiors! That can be truly dangerous.
My advice is get your IT service management strategists to look at ITIL 4. Decide whether the changes justify swapping straight over or utilising a more measured approach. ITIL 4 is very different in its approach and philosophy. Tellingly, Global Knowledge have been getting massively positive feedback from ITIL 4 Foundation courses so far. If in doubt, talk to us.
So what does the scheme look like?
Far more streamlined! There are two tracks. One leading to a Certified ITIL Managing Professional designation with a more tactical / operational focus. The other leads to a Certified ITIL Strategic Leader designation with the name giving you a clue about its focus…It all starts with ITIL 4 Foundation.
I see there is a common module between the streams. Do I need to take it twice?
Thankfully, no. The Direct, Plan and Improve module will draw on some of the high-quality material in the current ITIL Practitioner qualification with additions to reflect new Service Value System.
What if I have taken v3 Foundation, should I take ITIL 4 Foundation?
If you want to continue ITIL 4 education you must sit the ITIL 4 foundation. GK have classroom, virtual, digital and blended options available.
Is there a shorter Foundation bridging exam like we had from ITIL v2 to ITIL v3?
No. Everybody will take the same foundation exam. However, previous ITIL knowledge will be recognized in the route that GK suggest for you to get best preparation to assimilate the new material and sit the ITIL 4 foundation. We have a more condensed ITIL 4 foundation bridging course which will lead to the same ITIL foundation exam.
What is the ITIL Managing Professional Transition course?
October 2019 is the date for your diary when the Managing Professional Transition is released. It provides those IT leaders, practitioners and support staff who already hold the ITIL v3 expert (or have 17 points under the ITIL v3 scheme) with a transition to the ITIL 4 Managing Professional designation. This will be a 4.5 day course.
I have 17 credits and am eligible for the Managing Professional (MP) Transition, is there training for that exam?
Yes. You can now book online at ITIL 4 Managing Professional Transition
I am an ITIL v3 Expert, where do I begin in ITIL4?
Obviously the ITIL Managing Professional Bridge is the ‘go to’ for you. However, it depends on your job role, aspirations, etc. If in doubt, contact us.
When can I begin to take ITIL4 further qualifications?
November 2019: Launches the “ITIL 4 Specialist: Create, Deliver and Support” and “ITIL 4 Strategist: Direct, Plan and Improve” from ITIL 4 Managing Professional Modules
Q1 2020: Launches the “ITIL 4 Specialist: Drive Stakeholder Value” and “ITIL 4 Specialist: High Velocity IT”
Do the ITIL4 further qualifications align with v3 Intermediates? If so, how?
The focus of ITIL 4 advanced level qualifications has shifted somewhat from previous ITIL v3 instruction. The deep knowledge of solely the ITIL processes has been enhanced to allow IT service management professionals to gain a wider perspective of their role and its interaction with colleagues elsewhere. Any alignment is minimal though the ITIL v3 Practitioner and ITIL 4 – Strategist: Direct, Plan and Improve contain large common areas of instruction.
Is there correlation between the Capability and Lifecycle modules when compared to the Managing Professional (MP) and Strategic Leader (SL) streams?
Not really. The designations Managing Professional and Strategic Leader give you an idea of the focus.
Will I acquire credits in ITIL4 as I did in ITIL v3?
No. Just pass the exams in each track to achieve the designations Certified ITIL Managing Professional or Certified ITIL Strategic Leader.
Can I pass the ITIL 4 foundation and still sit the ITIL v3 intermediates or ITIL v3 Practitioner?
Yes. Obviously, you may need to do some pre-work to understand the Service Lifecycle.
What are the new course durations?
Outside of the ITIL 4 Foundation course this is still being decided. Axelos are not stipulating a set number of days rather how many contact hours to deliver the syllabus. The length of course will typically be based on the format you choose with self-paced and flexible options available. What we currently know is
| Course | Hours | Days |
| Foundation | 12 | 2.5 Including Exam |
| Advanced Managing Professional modules |
16 | 3 Including Exam |
| ITIL 4 Managing Professional Bridge |
26 | 4.5 Inclduing Exam |
Who can I contact at Global Knowledge to learn more about ITIL4?
Email: aetraining@globalknowledge.ae
Tel: +971 4 446 4987