ITIL CERTIFICATION


In the modern day, the corporate and technological worlds have merged and are now inseparably interwoven. Businesses need to place a significant emphasis on IT services if they want to succeed and stay competitive. It can be a daunting task to move a company’s goals and capabilities to IT. A standard framework called the Information Technology Infrastructure Library (ITIL) is created to assist this transition and to select, plan, deliver, and maintain a certain standard in IT services inside the organization.


The ITIL standard guarantees that the efficient and predictable service delivery at the core of any business’s IT service implementation. The framework ensures that every organization’s IT services division is a proactive business partner and not merely a backend service provider.

The reason ITIL® is gaining so much attention and importance in the business world is because without it, the time and money invested in designing and developing an IT service management (ITSM) process would be wasted, which would make the company less efficient, less efficient, and less competitive.


The need for IT workers to earn ITIL certification increases as more businesses adopt ITIL standards. Effective business management now greatly benefits from the implementation of ITIL best practices. An online ITIL certification thus becomes more significant. individuals that hold an ITIL certification.

In terms of its goal, ITIL offers a tremendous amount of value to the organisation that uses its framework. It not only guarantees quality, enhanced availability, cost savings, and a superior cost-benefit ratio, but also significantly increases effectiveness in satisfying class needs, increases flexibility, and makes the adopting and adapting concept possible.


  1. Tech Mahindra
  2. Amazon
  3. Accenture
  4. IBM
  5. Capgemini


The national average salary for a ITIL is $52,522 USD.


ITIL is the preeminent global framework for IT service management and delivery. The ITIL framework offers a detailed set of practices for managing and delivering IT services. The practices, tasks, and guidance all aid your organization in delivering the best quality services to your end users. You can expect help with:


  • Continually improving services
  • Demonstrating compliance
  • Avoiding common pitfalls

The entire ITIL process is a module based framework. The certification, for example, under ITIL v4 has been broken down into ITIL® Foundation and the ITIL® Master exams. Post the ITIL® Foundation, the course is further split into two modules: ITIL® Managing Professional (MP) and ITIL Strategic Leader (SL), which the candidate need to complete in order to progress further.

ITIL MP has the following modules:

  • ITIL Specialist – Create, Deliver and Support
  • ITIL Specialist – Drive Stakeholder Value
  • ITIL Specialist – High Velocity IT
  • ITIL Strategist – Direct, Plan & Improve

ITIL SL, on the other hand, has the following modules:

  • ITIL Strategist – Direct, Plan & Improve
  • ITIL Leader – Digital & IT Strategy


Explain what ITIL is?

Answer: ITIL is a set of essential volumes that detail a framework of best practices for IT service management, with the importance of aligning IT services with the wants of any given business. It’s a systematic method of high-quality IT service delivery, providing a common language that includes clear, exact terms.

What’s the difference between ITIL v2 & ITIL v3?

Answer: The v2 library is prepared into a series of seven core books, whereas v3 contains five. In addition, ITIL v3 does a better job of obviously defining responsibilities and roles for each process.

What is the ITIL service lifecycle model?

Answer: The processes are:

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

What’s the difference between a change request and a service application?

Answer: A change request is a recognized proposal to alter a particular product or system, while a service request is properly submitted by a user, and is a request for IT service access, the altering of a standard, or information or advice. Service requests include things like access to the cloud or demanding a new laptop or printer. As a rule, service requests deal with things that have previously been approved of by company policy and don’t need any extra permission.

What are the benefits of ITIL?

Answer: The benefits of ITIL implementation are:

  • Builds a tougher alignment between IT and the business.
  • Enhanced customer satisfaction and a higher quality of delivery of services.
  • Reduced costs by implementing developed utilization of resources.
  • The greater perceptibility of the business’ IT costs and assets.
  • Better management of business risk and service disturbance.
  • Providing a more steady service environment, better equipped to support constant business change.

What is an SLA?

Answer: An SLA is a service level arrangement, a contract between an external or internal service provider, and the end-user. The SLA defines the level of service predictable from the service provider.

There are three stages of SLA. Name them.

Answer: The three levels are:

Customer service level agreement: Exists between the service provider and an outside customer.

Internal service level agreement: An agreement between IT and an internal customer (such as an alternative site or department).

Vendor service level agreement: An agreement between you and the merchant.

What is the PDSA Cycle, and what are the stages?

Answer: The PDSA stands for Plan-Do-Check-Act, and is a methodical series of steps for gaining valuable learning and knowledge for the repeated improvement of a product or process. It is also known as the Deming Wheel, or Deming Cycle. The stage breakdown consists of:

Plan: Identify and analyze the problem.

Do: Develop and test a resolution to the problem.

Check: Measure how actual the developed solution handles the problem, analyze probable ways the solution could be enhanced.


Act: Full implementation of the achieved solution.

What are the three ITIL models accepted by an organization?

Answer: The models are:

Microsoft MOF (Microsoft Operations Framework)

Hewlett-Packard (HP ITSM Reference Model)

IBM ( IT Process Model )

What’s the difference between a process & a project?

A: A project has a determinate lifespan (hopefully!). A process is continuous and has no deadline.

What’s the difference between an event, a problem, and a known error?

Answer: An incident is an event that’s not part of the standard operation. A problem is an as yet unknown cause of a conflict or series of incidents, whereas a known error is problematic that’s been successfully diagnosed, and a workaround or stable alternative has been created. The last result of a known mistake is an RFC (Request for a change).

What’s the difference between an end-user and a consumer?

Answer: An end-user (or end customer) is the straight recipient of the service, or uses the product. A customer may or may not be able to select between different products or suppliers. An example of the latter would be things like court-appointed attorneys, or a monopoly condition such as an Internet or cable provider.

What is the Incident Management Process? Can you provide examples?

Answer:IcM, or Incident Management, is an area of IT Service Management (ITSM) that survives in order to restore normal service operations as soon as likely. Examples of this include a printer that doesn’t work, disk usage exceeded, or a complete system that has gone down.

What is change management? Explain the seven Rs of change management.

Answer: Change management is the procedure, tools, and techniques used to accomplish the people’s side of any change that is implemented in order to achieve the compulsory business outcome. Change management helps individuals adopt and adapt to the deviations.

The seven R’s are:

Who RAISED the change?

What is the REASON for the change?

What RETURN will the change deliver?

What RISKS are there is we do or do not convey out the change?

What RESOURCES will be required to achieve this change?

Who is RESPONSIBLE for this change being performed?

What RELATIONSHIPS are there between this and the last changes?

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