ITIL 4® Training Manchester Courses

SureSkills has been delivering training in ITIL for over 20 years - why not chat with us about what you or your team needs from ITIL to improve your Service Management outcomes. ITIL 4 provides an end-to-end IT/digital operating model for the delivery, business practices and operation of tech-enabled products and services. All SureSkills ITIL 4 courses deliver an holistic end-to-end experience - where the lecturer offers real world insights and experiences. 

ITIL 4® information - Manchester

Enroll for an ITIL 4 Training Course from SureSkills across various locations as well as our reknowned Virtual and self paced eLearning options. Delegates attending this training will gain extensive knowledge about ITIL 4 and (amongst may other topics) introduce them to the Service Value System (SVS) which describes how enterprise components and activities work together to enable value creation.  

Why Choose SureSkills Manchester for ITIL4 training?

Quality-driven service management is a cornerstone of business success. SureSkills is the leading Irish provider of IT Service Management training and the longest directly accredited company in Ireland. Regularly audited to ensure our training programmes and trainers are consistent with the highest standards of the accreditation body, Axelos, be assured that with SureSkills you can apply useful knowledge and realise real business value.

Key Benefits of ITIL4

ITIL 4, which was released in 2019, maintains the same focus on automating processes, improving service management and integrating the IT department into the business. However, it also updates the framework to accommodate and answer to modern technology, tools and software.
Since ITIL’s last update, the IT department has grown to become integral to every business and the new framework accommodates this by being more agile, flexible and collaborative. ITIL 4 contains nine guiding principles that were adopted from the most recent ITIL Practitioner Exam, which covers organizational change management, communication and measurement and metrics.
These principles include: 

  • Focus on value
  • Design for experience
  • Start where you are
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it simple

Next Steps?

The newest version of ITIL focuses on company culture and integrating IT into the overall business structure. It encourages collaboration between IT and other departments, especially as other business units increasingly rely on technology to get work done. ITIL 4 also emphasizes customer feedback, since it’s easier than ever for businesses to understand their public perception, customer satisfaction and dissatisfaction.

Looking to upgrade the service management skills or the skills of your team?  Perhaps you are looking for advice on how to begin a large ITIL project? If so, contact a SureSkills training consultant. We have lots of experience and are here to help. Call +44 161 710 1347 or email: info@sureskills.com. 

Executive Summary ITIL4

AXELOS have publicly stated that they are committed to building on previous versions of ITIL and ensuring that ITIL 4 will become even more relevant to organisations worldwide by: Ensuring that there is a smooth transition path. Making ITIL 4 more relevant to organisations undergoing rapid digital transformations. Retaining and building on the basics like Change Management, which is even more relevant in today,’s rapidly changing environment. Supporting and interfacing emergent technologies and frameworks such as DevOps, Lean and Agile. We understsnd that this will be delivered over time in ITIL 4. 

ITIL 4 has been designed to help organizations meet the increasing demand from the current complex digital environment. The new scheme is aligned with ITIL 3 and has been streamlined to encourage conversion beyond ITIL Foundation level. The benefits of a candidate moving to ITIL 4 are: 

  • Demonstrates that a candidate has the knowledge to navigate the modern digital landscape 
  • Shows that a candidate's certification/skills are up-to-date

ITIL basics, what is it?

It’s the latest version of the world’s most popular IT service management framework, is scheduled to be released in Q1 of 2019.
Some Background to previous ITIL versions.
1989 - First released and grew to a library of over 30 books.
2000 - Version 2 was published in a new format initially Service Support and Service Delivery books covering 10 processes and the Service Desk Function.
Six additional volumes were added between 2001 and 2006.
2007 - Version 3 was published in a Service Lifecycle format of five core books, covering 23 processes the Service Desk, and Application, Technical and Operational Management Functions.
2011 – Version 3 was refreshed as 2011 Edition with a number of new processes, BRM, Design Coordination and Transition Planning & Support, and a rewrite of the Service Strategy and CSI books.
An ITIL Practitioner volume was later added in 2015.
2018 – ITIL 4 announced by AXELOS (not ITIL V4). The '4' is to align itself with the 4th Industrial revolution. 

Who is responsible for the update?

Axelos manages ITIL (JV between the UK's OGC and Capita plc) ITIL4 and is being developed by them via a team of more than 150 industry experts contributors and writers, along with the new ITIL Development Group consisting of more than 2,000 members many from some of the world’s largest organisations (public and private). 

Is ITIL still as relevant?

ITIL continues to be the gold standard for ITSM best practices and interest in the topic is as high as ever.

New to ITIL? Why ITIL4?

ITIL processes and best practices have been a powerful tool for organizations to maintain and improve their service management for decades. Two of the biggest criticisms of ITIL, though, have been its relationship with the ITSM community and failure to keep up with recent trends in software development and IT operations. ITIL 4 addresses these by making this update community-driven and identifying Agile, DevOps, and Lean as key focus areas for integration with traditional ITIL best practices. 

Will there be bridging courses for Foundation ITIL 3 to 4?

As with previous upgrades, we understand that existing ITIL 3 customers will wish to upgrade to 4.
However, if you have taken only ITIL v3 Foundation, then the recommended approach is to take ITIL 4 Foundation in order to be able to transition to the new scheme.
There is a large amount of new material in ITIL 4 Foundation therefore a new single exam is required to assess your knowledge of the new ITIL 4 Foundation guidance. ITIL 4 Foundation is scheduled for release in Q1 2019. 

Will there be bridging courses for ITIL 3 credit (3-4) holders?

ITIL learners holding a low number of credits beyond Foundation have two recommended options to transition to ITIL 4 - dependent on what they want to achieve in the IT Service Management standard.
OPTION 1: You are encouraged to take ITIL 4 Foundation and a further module in their preferred area of interest, becoming either an ITIL Specialist, Strategist or Leader.*
OPTION 2: You are encouraged to achieve 17 credits from ITIL v3 to become eligible to take the ITIL Managing Professional transition module. We understand that the examinable modules for ITIL Managing Professional and ITIL Strategic Leader will be available in H2 2019. 

What if I hold 6 or more credits - ITIL Practitioner and Intermediate

If you are an ITIL learner who has achieved 6 credits or more since v3 Foundation, then it is in your interest to continue collecting v3 credits to prepare you for an easier transition to ITIL 4 and gain the ITIL Managing Professional designation. You will need to reach 17 credits to be eligible to take the ITIL Managing Professional transition module. This benefits you as an ITIL learner as you will then become eligible to fast track past the v3 Managing across the Lifecycle course and exam. 

ITIL V3 Expert upgrade path

If you have achieved ITIL v3 Expert, you can take the ITIL Managing Professional transition module as soon as it is released to achieve the ITIL Managing Professional designation.
After achieving the ITIL Managing Professional designation, if you are interested in pursuing the ITIL Strategic Leader stream, you would only need to complete the ITIL Leader Digital 8 Strategy module. Once you have completed both streams you are eligible to move towards ITIL Master. Further details about the release of ITIL Master will be released at a later date.

Can I continue to accumulate ITIL 3 credits?

We would encourage ITIL candidates to continue accumulating ITIL 3 credits, in order to more easily transition to ITIL 4.

Have Axelos published anything more on their website?

AXELOS are slowly releasing information to us. However, please note your current and past investment in ITIL training and certification will be protected. Existing qualifications will still be recognised. 

Interested in taking ITIL 4?

SureSkills will be scheduling our first ITIL 4 Foundation courses in March 2019 so if you are interested in being at the leading edge IT service management email us or fill in a contact us form.

ITIL 4 Foundation

ITIL 4 Foundation is designed as an introduction to ITIL 4 and enables candidates to look at IT service management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products. 

Whether you want to take the full course or just the exam – we are here to help you. We have the highest pass rates in Ireland and support you every step of the way! 

ITIL Foundation training: Typically, classroom or virtual classroom training for ITIL Foundation lasts two or two and a half days and the examination takes place at the end of the training. You can also self-study for the Foundation exam and you may also choose to take one of our eLearing options. Training is always delivered by qualified instructors (approved by Axelos) and we use original books and supporting documentation. 

ITIL Foundation exam:

  • No prerequisite is required. 
  • ITIL Foundation exam format is Multiple choice examination questions 
  • 40 questions 26 marks required to pass (out of 40 available) - 65% 
  • 60 minutes’ duration 
  • Closed book.

ITIL 4 Managing Professional Certification

ITIL 4 Managing Professional (ITIL MP) is a stream of four modules that are part of ITIL 4, the next evolution of ITIL. The four module syllabus documents are linked here: 

ITIL 4 MP has been created for IT practitioners working within technology and digital teams across businesses. The Managing Professional (MP) stream provides practical and technical knowledge about how to run successful IT enabled services, teams and workflows. 

To obtain the designation ITIL 4 Managing Professional or ITIL 4 Strategic Leader, the candidate must complete all modules in each stream, with ITIL Strategist being a universal module for both streams. 

Already an ITIL Expert (or have obtained 17 credits)? You can transition easily to become an ITIL 4 Managing Professional. Take the ITIL 4 Managing Professional Transition Module.

ITIL4 Strategic Leader

ITIL 4 Strategic Leader (SL) recognizes the value of ITIL, not just for IT operations, but for all digitally-enabled services. Becoming an ITIL 4 Strategic Leader demonstrates that the you have a clear understanding of how IT influences and directs business strategy. 

ITIL SL is a stream of two modules that are part of ITIL 4, the next evolution of ITIL. 

The two modules are: 

To obtain the designation ITIL 4 Strategic Leader, you must complete all modules in each stream, with ITIL Strategist Direct, Plan and Improve being a universal module for both streams.

EXAMS:

Strategic Leader Direct Plan & Improve Exam Format
Material allowed None This is a ‘closed book’ exam. The ITIL 4: Direct, Plan and Improve publication and the ITIL Practices Guidance documentation should be used for study, but is NOT permitted to be used in the exam.
Exam duration 90 minutes Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 113 minutes in total.
Number of marks 40 marks There are 40 questions, each worth 1 mark. There is no negative marking.
Provisional Pass mark 28 marks You will need to get 28 questions correct (70%) to pass the exam.
Level of thinking Bloom’s levels 2 & 3 “Bloom’s level” describes the type of thinking needed to answer the question. For Bloom’s 2 questions, you need to show understanding of the concepts, methods and principles of DPI. For Bloom’s 3 questions, you need to demonstrate application of these concepts, methods and principles of DPI, as well as information from the related practices.
Question types Standard classic, Negative, & List The questions are all ‘multiple choice’. For the ‘standard classic’ questions, you have a question and four answer options. ‘Negative’ questions are ‘standard’ question in which the stem is negatively worded. For the ‘list’ questions, there is a list of four statements and you have to select two correct statements from the list.

 

 

 

 

    Strategic Leader Digital and IT Strategy (DITS) Exam Format
Material allowed None This is a ‘closed book’ exam. The ITIL 4: Digital and IT Strategy publication and the ITIL Practices Guidance documentation should be used for study, but are NOT permitted to be used in the exam.
Exam duration 60 minutes Candidates taking the exam in a language that is not their native or working language are allowed 25% extra time, i.e. 75 minutes in total.
Number of marks 30 marks There are 30 questions, each worth 1 mark. There is no negative marking.
Provisional Pass mark 22 marks You will need to get 21 questions correct (70%) to pass the exam.
Level of thinking Bloom’s levels 2 & 3 “Bloom’s level” describes the type of thinking needed to answer the question. For Bloom’s 2 questions, candidates need to show understanding of the concepts, methods and principles of DITS. For Bloom’s 3 questions, candidates need to demonstrate application of these concepts, methods and principles of DITS, as well as information from the related practices
Question types Standard classic, Negative, & List The questions are all ‘multiple choice’. For the ‘standard classic’ questions, candidates have a question and four answer options. ‘Negative’ questions are ‘standard’ question in which the stem is negatively worded. For the ‘list’ questions, there is a list of four statements and candidates have to select two correct statements from the list.

 

 

 

 

Take2 and Resits

aking any ITIL® or PRINCE2® exam means you invest in time, energy and money. Wouldn’t you like to be able to sit an exam knowing that if the outcome is not what you expected, you could have another shot, at the exam?

SureSkills provides you with the quality training that you need to cope with some of the most demanding, career-boosting certification exams – especially those in Service Management and Project Management. And whilst SureSkills has one of the highest PRINCE2 and ITIL average pass rates of any training provider, sometimes though, the result may not be the expected one.

Depending on the amount of experience you have in a role or the time you have had available to do the required reading means that, not everyone will pass the exam the first time. And not everyone likes online proctored exams (see notes below).

  1. The good news is that SureSkills now provides all candidates with the Take2 re-sit option that allows you to schedule a retake of their exam in the event of an unsuccessful result.
  2. The Take2 re-sit exam is then available for 6 months (from the date of your initial exam).
  3. Unless the Booker of your course specifically asks not to have the Take2 added - you should see it in your PeopleCert profile. Note: SureSkills can only add the Take2 option to your exam at time of purchase. 
  4. Always use the same email address that you used to book with us when accessing your PeopleCert profile exam or eBook. 
  5. We cannot issue the Take2 option if you have purchased your exam or course with us. 
  6. If you fail the exam without having the Take2 option, then you will have to pay full exam fees for Retake. That's why from 9th Feb 2022, SureSkills has decided to include Take2 for all ITIL and PRNCE2 courses. 
  7. All our accredited PRINCE2 & ITIL training courses include an exam voucher & official courseware. You simply create a PeopleCert profile and can then redeem the exam voucher to schedule your exam at a time & date of your choosing.
  8. All ITIL® & PRINCE2® certification exams are now conducted via Online Proctoring direct with a PeopleCert invigilator using their secure environment ExamShield.
  9. In all cases, you will need a computer with a webcam, speakers, microphone and a supported browser to take the Exam (details in the other tabs).

If you have any queries please contact info@sureskills.com

Proctored Exam - ExamShield

How does online Exam proctoring work?

On the day of your exam simply choose a room that suits you, plug your computer (see notes on specifications and software below) into the internet and you're good to go. Your PeopleCert Online Proctor will identify you via sophisticated technology ensure that your testing environment is comfortable, while also adhering to guidelines about what is permitted and what isn't. Check out this video explainer:

 

I have a Windows Computer, what hardware and software do I need?

  • Windows® 11, Windows® 10 (Windows 10S is not supported), Windows® 8.1, Windows® 8. Note: The ExamShield Microsoft Store version is only available to Windows 10 version 17763 or later.
  • Internet Explorer version 10 or greater.
  • Dual-core 2.4GHz CPU or faster with 2GB of RAM (Minimum requirements).
  • Active Full-Time/Broadband internet connection of at least 4Mbps.
  • 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher.
  • Speakers and microphone (the use of headsets is only allowed during onboarding).
  • Keyboard and mouse or another pointing device (keyboard set to English characters).
  • A single web camera you can rotate (embedded or external – no mobile phone).

Click here to access the PeopleCert Windows PC step by step guide: 

I have a Mac/Apple Computer, what hardware and software do I need?

  • macOS Sierra (10.12), macOS High Sierra (10.13), macOS Mojave (10.14), macOS Catalina (10.15) macOS Big Sur (11) or macOS Monterey (12). ExamShield software.
  • Mac compatible web camera (no mobile phone) and microphone (for Mac Mini and Mac Pro).
  • Active Full-Time/Broadband internet connection of at least 4Mbps.
  • Keyboard and mouse or any other pointing device (keyboard set to English characters).
  • Speakers and microphone (the use of headsets is only allowed during onboarding).

Click here to access the PeopleCert Apple Mac step by step guide:

If you have any queries please contact info@sureskills.com

ITIL v3

On 28 February 2019 AXELOS launched the ITIL 4 certification levels.

As of Late 2021, ITIL v3 has effectively been phased out. 

ITIL Certification Roadmap

Similar to previous versions of ITIL® the new qualification scheme provides a modular approach for certification in the framework. Axelos is aiming for a smooth transition to ITIL 4 so has assured all partners that current certifications for ITIL will remain valid following the update. 

All credits gained will help go towards ITIL 4's new certification scheme. So if you have ITIL v3 certifications or are planning to undertake training, the word from SureSkills and Axelos is; keep it going.

  • Official eBook
  • Official examination
  • Take2 Re-sit voucher - should you not get the result needed
  • Official Pre-course material (Sample papers, Workbook, Slides)
  • PDUs
  • Qualified & Experienced ITIL® Instructor
  • Certificate of attendance & Certification of Qualification(subject to passing the exam)

When you book your ITIL 4 Foundation with SureSkills you will learn:

  • A holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services
  • The guiding principles of ITIL 4
  • The four dimensions of Service Management
  • Key concepts from Lean, Agile, DevOps, and why these are important to deliver business value
  • How ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes, whilst at the same time expand to be integrated to different areas of service management and IT, from demand to value.

Is the ITIL 4 Foundation suitable for you?

  • ITIL 4 Foundation is suitable for individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization. The certification also applies to IT professionals who work within an organization that has adopted ITIL and so need to be aware of and contribute to the overall service improvement programme.
  • ITIL 4 continues to support the ITSM community while expanding to a wider range of professionals working in the digital world, guiding how IT interfaces with, and leads the wider business strategy. 

After Foundation where next?

ITIL 4 Managing Professional

ITIL 4 Managing Professional (MP) stream provides practical and technical knowledge about how to run successful IT enabled services, teams and workflows. It is aimed at IT practitioners working within technology and digital teams across businesses.

ITIL 4 Strategic Leader

ITIL 4 Strategic Leader (SL) recognizes the value of ITIL, not just for IT operations, but for all digitally-enabled services. Becoming an ITIL 4 Strategic Leader demonstrates that the you have a clear understanding of how IT influences and directs business strategy.

Master Level

To achieve the ITIL Master certification, you must be able to explain and justify how you have personally selected and applied a range of knowledge, principles, methods and techniques from ITIL and supporting management techniques, to achieve desired business outcomes in one or more practical assignments.

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Contact us

Whether you are thinking of doing ITIL4 - why not contact a SureSkills training consultant? We have lots of experience in helping service management professionals acheive this important certification and are here to help. Click here to contact a SureSkills training consultant. Or call us on: 0161 710 1347.

How To Details About The Proctored Exam
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Our ITIL training courses include everything you need not only to pass the exams but to excel in service management – that’s why we say “includes everything”.
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Materials Provided

When you book your SureSkills ITIL 4 course will provide you with full materials including:

  • Pre-reading
  • ITIL 4 Course Manual
  • ITIL 4 Handbook
  • Quizzes
  • Exercises
  • Exam Voucher
  • Take2 resit Voucher
  • 1 Year Course Support
Need more information on advanced ITIL - Specialist, Strategist & Leader?

Thinking of advancing your ITIL skills - why not contact a SureSkills training consultant? We have lots of experience helping clients go all the way to ITIL Master. 
Click here to read more about ITIL Intermediate levels or click here to contact a SureSkills training consultant.

Why Choose SureSkills

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