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ITIL is the most widely used and successful IT Service Management (ITSM) framework in the world, with true global reach.
ITIL Foundation Level

The Foundation level is the entry level qualification which offers you 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.

Examination Format

  • Multiple choice examination questions

  • 40 questions

  • 26 marks required to pass (out of 40 available) - 65%

  • 60 minutes’ duration

  • Closed book

ITIL Intermediate Level - Service Lifecycle

The Intermediate level qualification is the next stage, following Foundation, in the ITIL® scheme. It has a modular structure with each module providing a different focus on IT Service Management. 

The modules within the ITIL Intermediate level are divided into two categories – Service Lifecycle and Service Capability. Service Lifecycle modules are most relevant to those who have, or are looking for, a management or team leader role that requires management of different areas or work across different teams. 

The Service Lifecycle modules are: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operation (SO) and Continual Service Improvement (CSI).

Examination Format

  • Multiple choice examination questions

  • Eight questions per paper

  • 28 marks required to pass (out of 40 available) - 70%

  • 90 minutes’ duration

  • Closed book

ITIL Expert Level

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 achieved a well rounded, superior knowledge and skills base in ITIL Best Practices. 

The MALC module sits between the Intermediate and Expert levels and is the final required qualification gaining Expert status. It is intended to help you apply and integrate your knowledge of ITIL in real-world settings and in your own workplace.

Examination Format

  • Multiple choice examination questions

  • 10 questions per paper

  • 35 marks required to pass (out of 50 available) - 70%

  • 120 minutes’ duration

  • Closed book.

ITIL Practitioner Level

Where ITIL Foundation focuses on the 'what' and the 'why', ITIL Practitioner shows 'how' to start adopting and adapting the ITIL framework within day-to-day situations and responsibilities, giving individuals more confidence in their ability to structure and contribute to ITSM initiatives.

Examination Format

  • Multiple choice examination questions

  • 40 questions

  • 28 marks required to pass (out of 40 available) - 70%

  • 135 minutes’ duration

  • Open book

ITIL Intermediate - Service Capability

The Intermediate level qualification is the next stage, following Foundation, in the ITIL® scheme. It has a modular structure with each module providing a different focus on IT Service Management. 

The modules within the ITIL Intermediate level are divided into two categories – Service Lifecycle and Service Capability. The Service Capability modules are most applicable to those who are looking to gain specialized, knowledge in one or more processes, with focus on the day-to-day execution of ITIL practices and how they interact.

The Service Capability modules are: Operational Support and Analysis (OSA), Planning, Protection and Optimisation (PPO), Release, Control and Validation (RCV), Service Offerings and Agreements (SOA). 

Examination Format

  • Multiple choice examination questions

  • Eight questions per paper

  • 28 marks required to pass (out of 40 available) - 70%

  • 90 minutes’ duration

  • Closed book

ITIL Master Level

The ITIL® Master qualification validates your ability to apply the principles, methods and techniques from ITIL in the workplace.

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.

Every ITIL Master candidate will select a different, personal range of experiences, so there is no fixed syllabus for this qualification. There is also no prescribed training course since the theory being tested will vary depending on the nature of the situation each candidate will choose.

To be eligible for the ITIL Master Qualification, you must:

  • have reached the ITIL Expert level; and

  • have worked in IT service management for at least five years in leadership, managerial, or higher management advisory levels.

In order to successfully qualify for the ITIL Expert level, you must ensure you have extensive practical 'hands-on' ITIL experience and can demonstrate active involvement in implementation of the practices.

As a long time training provider of ITIL, SureSkills has the skills and experience to ensure you enjoy all the benefits of maintaining or upgrading current certification.

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