ITIL® 4 Foundation demonstrates this individual understands the key concepts of IT and digital service delivery including the key concepts, guiding principles and practices of ITIL® 4 for service management. They have a fundamental understanding of the modern organisation’s end-to-end operating model for the creation, delivery and continual improvement of technology-enabled products and services. They have an awareness of how cultural or behavioural principles benefits the wider organisation.

The ITIL Practitioner: Incident Management certification shows that the individual understands the key concepts, principles, challenges and value of the Incident Management Practice. The individual can demonstrate at both strategic and operational levels how to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. They know how to measure, assess, and develop the incident management practice capability in their organization using the ITIL MM

The ITIL Practitioner: Service Request Management certification shows that the individual understands the key concepts, principles, challenges and value of the Service Request Management Practice. The individual can demonstrate at both strategic and operational levels on how to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner. They know how to measure, assess, and develop the service request management.

The ITIL Practitioner: Monitoring and Event Management certification shows that the individual understands the key concepts, principles, challenges, and value of the Monitoring and Event Management Practice. The individual can demonstrate at both strategic and operational levels how to systematically observe services and service components, and record, report, and respond to selected changes of state identified as events. They know how to measure, assess, and develop monitoring.

The ITIL Practitioner: Problem Management certification shows that the individual understands the key concepts, principles, challenges, and value of the Problem Management Practice. The individual can demonstrate at both strategic and operational levels how to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors. They know how to measure, assess, and develop the service request management practice.

The ITIL Practitioner: Service Desk certification shows that the individual understands the key concepts, principles, challenges and value of the Service Desk Practice. This includes understanding of the Service Desk Practice as the entry point and single point of contact for the service provider for all users. The individual can demonstrate at both strategic and operational levels how to capture demand for incident resolution and service requests. They know how to measure, assess, and develop.

ITIL 4 ® Specialist Create, Deliver and Support demonstrates this individual has an understanding and skills on how to plan, build and integrate different value streams and activities to create, deliver and support IT and digitally-enabled products and services, and relevant practices, methods and tools. They demonstrate sufficient understanding and application of ITIL 4 practices to the creation, delivery and support across support services, the service value systems and value streams.

ITIL® 4 Practice Manager demonstrates the individual has the practical and technical knowledge on how to work within, operate and implement successful IT and digital-enabled services, teams and workflows. They are experts in their specific practice areas and also skilled in establishing good cross-practice collaboration and effective service value streams. They have the deeper knowledge and skills for addressing evolving organizational challenges and maximizing the opportunities.