ITIL 4 Manchester Training Courses

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.

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

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. 

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

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. 

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). 

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

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. 

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. 

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. 

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. 

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.

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

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. 

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 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 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: 

• ITIL 4 Strategist Direct, Plan and Improve 
• ITIL 4 Leader Digital and IT Strategy

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:

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

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

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

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

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.