What is the ITIL certification and why do you need it?

Find out how to improve your IT infrastructure through this certification

It's one thing to learn about IT, but it's another to understand how that skill or knowledge can impact your organisation. For individuals looking to know more, Information Technology Infrastructure Library (ITIL) can help.

ITIL is a set of practices for Information Technology Service Management (ITSM), part of the AXELOS portfolio of certifications. These also include PRINCE2 and Redilia.

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These certifications offer guidance to organisations and individuals, detailing the best practices for using IT within a business to help growth and transformation.

ITIL focuses on five areas: service strategy, service design, service transition, service operation and continual service improvement. ITIL is also a vital tool to help the organisation meet the requirements for ISO 20000 certification. With this standard, any IT organisation can make sure their ITSM processes match the needs of the business with international best practices.

Why should you use it?

Implementing ITIL in your business has many benefits. To start with, the commonality of one platform of support and quality makes it easier for your partners, whether local or overseas, they will have an understanding of how your business works.

It will also make your internal help desk more transparent for employees to obtain clearer information. The chief benefit of this will be time saving and greater productivity.

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It can also be used as the groundwork for future upscaling of the business. With ITIL, the IT infrastructure will cope with growth and system changes as your helpdesk will have a central process.

Who uses ITIL?

ITIL has been used by many organisations worldwide including Disney, Liverpool Victoria, Mller Dairy and HMRC. These case studies show how each company was able to improve their IT operations.

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For example, Mller used ITIL processes to ensure its IT was more structured and created a service desk to bridge together different areas of IT. The desk's Key Performance Indicators (KPIs) went on to exceed 99% in an average week.

At Disney, ITIL was pushed from the executive level down to raise awareness of how ITIL could address the issues the company faced. 250 people were trained in ITIL Foundation, 50% of whom went on to take the official ITIL certification exam.

The certification

ITIL certification has a modular approach and is made up of a series of qualifications that cover the best practices in different ways.

There are five certification levels: Foundation, Practitioner, Intermediate, Expert and MaMullerster.


This entry level certification aims to give individuals a general awareness of the key elements, concepts and terminology of the framework. It's aimed at those who need a basic understanding of the ITIL framework or who need to understand how ITIL can be used to enhance IT service management in an organisation, as well as a IT professionals who need to be informed about ITIL in their current organisation.

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The one-hour exam is made up of 40 multiple choice questions and you need 26 marks out of the 40 (65% correct) in order to pass. As the name suggests, this module is the one on which the other four are built


Axelos claims that the Practitioner certification not only helps individuals speak the language of ITIL but also to "translate it and use it in practice".

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This module can be taken at any stage in the ITIL certification scheme after Foundation and builds on other methodologies and frameworks, like DevOps, Agile and Lean. It also improves efficiency, productivity and collaborations between ITSM and the wider business, Axelos claims.

It covers three subjects: Organisational Change Management, Communication, and Measurements and Metrics.

The exam follows the same format as the Foundation test but needs 28 marks to pass (70% correct) and is two hours and 15 minutes long. It's also an open book exam.

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This module, which you can take if you have passed the Foundation exam, has two in-depth areas of study: Service Lifecycle and Service Capability.

Service Lifecycle is relevant to people working in a management or team leader role where who need to work across multiple teams. The other part, Service Capability, is for those who want to get specific knowledge in one or more processes, such as operational support and analysis.

For this module you will not be able to self-study and then take the exams, you must attend Axelos training to complete it.


This module is for candidates who have achieved a "well-rounded, superior knowledge and skills base in ITIL Best Practices".

It's meant to help you advance your career in the IT service management field and you will need to pass it if you expect to take the Master level the highest level of ITIL certification.

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In order to study this module, you need to have earned a minimum of 17 credits from the Foundation and Intermediate modules. You then need to take the "Managing Across the Lifecycle" module too. The pass mark for the exam in this module is 35/50 (70%) and lasts for two hours.


This final level aims to see whether you can apply the principles, methods and techniques from ITIL in the workplace.

You will have to explain and justify how you used ITIL to achieve a desired business outcome in one or more assignment. There's no prescribed training, but you must have achieved Expert level and worked in IT service management for at least five years in leadership, managerial, or higher management advisory levels.

Image source: Bigstock


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