What Is ITIL Certification?

ITIL is a global framework of best practices for IT service management focused on reducing risk, improving customer relations, and supporting IT environments. For IT professionals, an ITIL certification can help demonstrate in-depth knowledge of the IT service management lifecycle. Read on to explore the ITIL certification, its benefits, and the path to ITIL certification.

What is ITIL? 

ITIL, or IT Infrastructure Library, is an internationally accepted IT service delivery framework. The ITIL recommends best practices for IT service management (ITSM) to support the standardisation of various processes and stages in the IT lifecycle. 

The ITIL started in the 1980s by the British government CCTA (Central Computer and Telecommunications Agency) as a way to establish standardised guidelines to avoid inconsistencies among the increasingly diverse IT architectures.

The earliest version of ITIL was known as Government Information Technology Infrastructure Management (GITIM) and focused on service delivery and technological support. Over the next 40 years, the framework was revised several times to meet IT administrators' needs and adapt to newer IT management approaches. 

ITIL recognises the importance of integrating ITSM with other business areas by focusing on seven guiding principles, as described by IFS Assyst:

• Focus on value

• Start where you are

• Progress iteratively with feedback

• Collaborate and promote visibility

• Think and work holistically

• Keep it simple and practical

• Optimise and automate

What are the 5 stages of ITIL?

The five stages of the ITIL lifecycle are:

- Service strategy: Determining an approach for delivering IT services that aligns with business objectives by considering market conditions, customer preferences, and the IT services the business plans to offer

- Service design: Converting the service strategy into an actionable plan that includes designing IT services that meet business and client needs

- Service transition: Ensuring the smooth integration of new or updated services into the live operational environment after thorough testing and documentation

- Service operation: Maintaining and supporting IT services to ensure service availability and prompt incident handling

- Continual service improvement: Continuously monitoring the performance of IT services and identifying key areas of improvement

Benefits of ITIL certification

The benefits of ITIL certification extend to both the individual and the IT environment. Consider these main advantages.

Higher earning potential 

According to the Skillsoft IT Skills and Salary Report 2024, individuals with ITIL certifications in the Asia-Pacific region earned an average annual salary of 63,197 USD, and ITIL certifications were among the top 10 most pursued IT certifications worldwide [1]. The report also found that 20 per cent of IT professionals worldwide received a raise after getting an IT certification [1]. By taking the time to earn the certification, you establish that you know how to take a systematic and professional approach to ITSM. Since ITIL is focused on value and streamlining ITSM efforts, employers will pay more for people who can help them save money by reducing operational costs.

ITIL-certified individuals can typically get roles as:

• IT directors

• IT managers

• IT engineers

• IT support engineers

• Service delivery managers

• Support analysts

• IT project managers

• IT business analysts 

Your salary will vary depending on your role, level of experience, location, and the company you work for.

Increased efficiency and effectiveness

The ITIL framework helps IT administrators improve service timelines and customer satisfaction. The certification also educates you on best practices to increase visibility and flexibility within the IT environment. 

Better risk management 

ITIL 4 emphasises the importance of customer feedback. Understanding public perception of IT service delivery can help anticipate risks. At the same time, the ITIL framework is about integrating ITSM into the business culture. Improving collaboration across teams can break down silos, which also helps to reduce business risks.

Ability to build an Agile IT environment

The systematic approach of ITIL focuses on improving productivity while streamlining processes using best practices. ITIL 4, though, represents an overhaul aimed at helping ITSM to be more flexible. The certification encourages collaboration and communication, integrating Agile and DevOps practices and automating processes to improve outcome delivery. 

4 ITIL certification levels

In India and worldwide, the ITIL 4 certification process includes four levels: Foundation, Managing Professional (MP), Strategic Leader (SL), and Master.

ITIL foundation certification: ITIL 4 Foundation 

This first stage in ITIL certification fosters awareness of key IT and digital service delivery concepts. This level:

• Examines operations in modern IT and digital service organisations

• Addresses how to increase value stream speed and efficiency

• Explores the role of cultural or behavioural principles 

• Outlines commonly used service management terms and concepts

ITIL 4 Managing Professional (ITIL MP)

Building on the foundational certification, this stream goes deeper into practical and technical knowledge to help management professionals, such as:

• Creating, delivering, and supporting IT-enabled services

• Driving stakeholder value

• Supporting high-velocity IT

• Directing, planning, and improving successful IT-enabled workflows and teams

In this stream, there are four modules that must be completed:

• ITIL Specialist: Create, Deliver, and Support

• ITIL Specialist: Drive Stakeholder Value

• ITIL Specialist: High-velocity IT

• ITIL Strategist: Direct, Plan, and Improve

ITIL 4 Strategic Leader

The strategic leader stream focuses on helping IT professionals develop the skills needed to guide digital and IT strategy within their organisation. This stream has two modules that must be completed:

• ITIL Strategist: Direct, Plan, and Improve

• ITIL Leader: Digital and IT Strategy

ITIL 4 Extension Modules

You can also access four specialised ITIL 4 certifications. These focus on emerging technologies, and no prerequisites are needed, so you can use them to gain a deeper understanding of ITIL principles, as well as potentially open up new career opportunities:

• ITIL 4 Specialist: Sustainability in Digital and IT: Focuses on understanding and managing the environmental effects of digital and IT services

• ITIL 4 Specialist: Acquiring and Managing Cloud Services: Explores cloud technology and its use in business strategy

• ITIL 4 Specialist: Business Relationship Management: Concentrates on the metrics, skills, and strategies necessary to nurture relationships and drive business performance

• ITIL 4 Specialist: IT Asset Management: Covers the application of IT asset management for improved decision-making, cost- and risk-management, and maintaining regulatory compliance

How to get ITIL certification: Path to obtaining the ITIL v4 certification

Making an ITIL certification part of your career path can help set you apart from your peers in IT. To achieve the benefits of ITIL certification, you’ll need to study the modules and test your understanding.

Training for ITIL certification

Accredited training organisations run ITIL training courses in a variety of formats. This means you can complete ITIL certification courses via e-learning in a collaborative virtual learning environment, in-person classes, or self-study. 

How to take the ITIL certification exam

You’ll have to take a 40-question, 60-minute, closed-book, multiple-choice exam to earn your Foundation certification. A score of 26 out of 40 is considered passing.

After passing the Foundation certification, you can move to the Managing Professional certification. You must pass exams for four modules, each of which requires correctly answering 28 of 40 multiple-choice questions on the 90-minute, closed-book exams:

• ITIL 4 Specialist: Create, Deliver, and Support: This module focuses on the creation of services, and you must pass 28 of 40 multiple-choice questions on the 90-minute exam.

• ITIL 4 Specialist: Drive Stakeholder Value: This module helps you learn how to work effectively with stakeholders.

• ITIL 4 Specialist: High-velocity IT: This module focuses on the skills needed to work with digital products and services or highly automated environments.

• ITIL 4 Strategist: Direct, Plan, and Improve: This module helps you learn the skills needed to improve organisation strategies and work with teams.

Strategic Leader exam

You can also earn the ITIL Strategic Leader certification after passing the Foundation exam. It consists of passing the following exams:

• ITIL 4 Strategist: Direct, Plan, and Improve: This module helps you learn the skills needed to improve organisation strategies and work with teams.

• ITIL 4 Leader Digital and IT Strategy module: This module helps leaders learn how to develop digital strategies throughout their organisation. and requires passing 21 of 30 multiple-choice questions on a 60-minute closed-book exam.

Anyone can take the two extension modules, which require passing multiple-choice, timed exams.

Master exam

To complete this certification, you must earn three designations: Practice Manager, Managing Professional, and Strategic Leader. After completing them, you will receive ITIL 4 Master status, with no application required. 

Maintaining your ITIL certification

You must renew your ITIL certification every three years. However, you can gain more of the benefits of ITIL certification by continuing to build on your level of ITIL certification.

Take your first steps toward an ITIL certification on Coursera

Taking an online Professional Certificate can be a great way to explore new skills, build your resume, and become job-ready in less than six months. To begin your career in IT, consider taking the Google IT Support Professional Certificate on Coursera. You will learn valuable IT skills, such as delivering day-to-day IT support, installing new programs, troubleshooting existing bugs, and more.