Our courses provide an end-to-end IT/digital operating model for the delivery, business practices and operation of tech-enabled products and services. ITIL® 4 paints a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile and DevOps. SureSkills has been delivering training in ITIL for over 20 years - why not talk to us about what you or your team need to get from ITIL training and certifications. 

What is ITIL®?

ITIL an acronym for Information Technology Infrastructure Library, is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. 

ITIL is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organizations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme. 

It is used to demonstrate compliance and to measure improvement. There is no formal independent third party compliance assessment available for ITIL compliance in an organization. Certification in ITIL is only available to individuals. 

Since 2013, ITIL has been owned by AXELOS, a joint venture between Capita and the UK Cabinet Office. ITIL describes processes, procedures, tasks, and checklists which are neither organization-specific nor technology-specific, but can be applied by an organization toward strategy, delivering value, and maintaining a minimum level of competency. 

It allows the organization to establish a baseline from which it can plan, implement, and measure. Although ITIL underpins ISO/IEC 20000 (previously BS 15000), the International Service Management Standard for IT service management, there are some differences between the ISO 20000 standard, ICT Standard by IFGICT and the ITIL framework.

ITIL v ITIL4, how different?

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.

ITIL version history & background?

It’s the latest version of the world’s most popular ITSM 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 refresh 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.

ITIL4, What are the core changes?

The new ITIL update will focus on integrating ITIL guidance with best practices from the worlds of DevOps, Agile, and Lean.

Who managed the update?

Axelos manages ITIL (JV between UK Government 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 from some of the world’s largest organisations (public and private).

ITIL Basics

ITIL is the industry standard for ITSM best practices, focused on aligning the needs of the business with IT services. The current most recent version is ITIL 3 (2011 revision) which is published as a series of 5 core books: 

  • ITIL Service Strategy 
  • ITIL Service Design 
  • ITIL Service Transition 
  • ITIL Service Operation 
  • ITIL Continual Service Improvement

ITIL Exams & Certification.

The ITIL® certification scheme offers a series of certifications which focus on different aspects of the ITIL Framework. For more information on these different levels, see our ITIL Exam tab.

Is ITIL still relevant?

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

What the ITIL4 qualifications will teach me?

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. 

ITIL4 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.

Which countries recognise ITIL?

With over a million exams already taken globally ITIL is already recognised as the world’s most popular IT Service Management Methodology.

What are the recommended routes from ITIL v3 to ITIL 4?



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.

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


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

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

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 Certification Roadmap

The ITIL® qualification scheme provides a modular approach to the ITIL framework, with qualifications focused on different aspects of ITIL best practice to degrees of depth and detail. The tiered structure of the qualification offers flexibility in different disciplines and areas of ITIL and the ability to focus their studies on key areas of interest. There are five qualification levels within the scheme detailed here: 

The Foundation level is the entry level qualification offering a general awareness of the key elements, concepts and terminology used in the ITIL service lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices. 

The Practitioner level is the next stage in the ITIL scheme. It has been developed to provide a step between Foundation and the Intermediate Level and aims to improve the ability of individuals to adopt and adapt ITIL in their organisations. 

The Intermediate level qualification has a modular structure with each module providing a different focus on IT Service Management. You can take as few or as many Intermediate qualifications as you need. The Intermediate modules go into more detail than the Foundation level and Practitioner, and provide an industry-recognised qualification. 

The ITIL Expert level qualification is aimed at those who are interested in demonstrating knowledge of the ITIL Scheme in its entirety. The certificate is awarded to candidates who have achieved a range of ITIL qualifications and have attained a well rounded, superior knowledge and skills base in ITIL Best Practices.

To achieve the ITIL Master qualification, 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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Whether you are thinking of doing ITIL4 - why not contact a SureSkills training consultant in our Belfast office on 028-9093-5555? We have lots of experience and are here to help. Contact a SureSkills training consultant.

How To Details About The Proctored Exam
Interested in ITIL Intermediate Levels?

Trying to decide on your next step in the ITIL Intermediate certification path? How can you improve your IT service management skills? We hope our simple guide here will explain ITIL 4 certification paths and the options open to you.

Firstly, as mentioned earlier the ITIL Intermediate levels are divided into two groups: ITIL Managing Professional, which consists of four modules and ITIL Strategic leader, which consists of two modules. The ITIL Managing Professional group of modules are relevant for IT practitioners working within technology and digital teams across business. The Managing Professional (MP) group of modules provides practical and technical knowledge about how to run successful IT-enabled services, teams and workflows.

The ITIL Managing Professional group of modules are:
  • ITIL 4 Specialist: Create, Deliver and Support.
  • ITIL 4 Specialist: Drive Stakeholder Value.
  • ITIL 4 Specialist: High-velocity IT.
  • ITIL 4 Strategist: Direct, Plan and Improve.

On the other hand, the ITIL Strategic Leader modules recognize the value of ITIL, not just for IT operations, but for all digitally-enabled services. Becoming an ITIL SL demonstrates that the individual has a clear understanding of how IT influences and directs business strategy.

The ITIL Strategic Leader modules are:
  • ITIL 4 Strategist: Direct, Plan and Improve (universal module)
  • ITIL 4 Leader: Digital and IT Strategy

ITIL 4 provides a practical and flexible basis to support organisations on their journey to the new world of digital transformation. ITIL provides an end-to-end IT/digital operating model for the delivery and operation of tech-enabled products and services and enables IT teams to continue to play a crucial role in wider business strategy.

Reminder: ITIL Foundation certificate is the prerequisite in order to enter into any intermediate level certification.


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.

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