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What is ITIL and why must you have ITIL certification in 2023.

Get ready to boost your career to the next level with an ITIL certification! These globally recognized qualifications are essential for IT professionals, as they are in high demand and demonstrate your understanding and proficiency in the ITIL framework. Plus, only individuals can earn an ITIL certificate, making it a valuable asset for your personal career growth!

ITIL, What is it?

ITIL, or the Information Technology Infrastructure Library, is a framework for managing digital services. It provides a set of best practices and guidelines for organizations to follow when delivering and supporting IT services.

ITIL was developed by the UK government in the 1980s and has since become a globally recognized standard for IT service management. It is designed to help organizations improve the quality and efficiency of their IT services and align them with the needs of the business.

ITIL is structured around a series of processes and functions that cover the entire lifecycle of IT services, from design and transition to operation and improvement. It also includes a set of principles and guidelines for service management, as well as a framework for measuring and improving the performance of IT services.


What is the ITIL framework?

The ITIL (Information Technology Infrastructure Library) framework is a set of best practices for managing IT services. It provides a systematic and professional approach to the management of IT services, including the design, development, delivery, and support of those services. The ITIL framework is used by organizations around the world to improve the quality and efficiency of their IT services and to align those services with the needs of the business.

  • Service Strategy. Service strategy is concerned with aligning the delivery of IT services with the needs and objectives of the business.

  • Service Design. The Service Design is the second stage after Service Strategy. Once a new strategy has been decided, the service design stage will focus on coming up with new IT services such as editing or improving current IT services to improve their value to the business.

  • Service Transition. Service Transition process in the ITIL framework is concerned with building and deploying IT services, making sure that changes to services and service management processes are coordinated.

  • Service Operation. Meeting end-user expectations while balancing expenses and identifying any possible issues are the main goals of the Service Operation process

  • Continual Service Improvement. The Continual Service Improvement (CSI) process in the ITIL framework is concerned with using methods from quality management to learn from past successes and failures and continually improve the effectiveness and efficiency of IT processes and services.

With the introduction of ITIL 4, the framework which has changed into the new Service Value Chain to give greater flexibility to service management.

What is ITIL 4?

ITIL v4 is an upgraded version of ITIL v3. All ITIL v3 training and examinations were discontinued at end of 2021. ITIL 4 addresses many of the criticisms of ITIL V3 and provides a more modern and flexible framework for managing IT services. It focuses on the integration of different value streams and activities to create value for customers, and it emphasizes the importance of working with a range of stakeholders to deliver this value. The Service Value System (SVS) is the core concept of ITIL 4 and represents a holistic approach to service management. It recognizes that value creation involves the interaction of multiple factors, including people, information, technology, partners, and processes. The SVS model identifies four dimensions that are critical to successful value delivery:

  1. Organizations and people: This dimension focuses on the roles, responsibilities, and skills of the people and organizations involved in service delivery.

  2. Information and technology: This dimension covers the systems, tools, and technologies that are used to deliver services, as well as the data and information that is generated and used in the process.

  3. Partners and suppliers: This dimension includes the relationships and interactions with external partners and suppliers who contribute to the delivery of services.

  4. Value streams and processes: This dimension covers the end-to-end processes and value streams that are used to deliver services, from design and planning to operation and improvement.

The Service Value Chain organically links various parts of the entire enterprise together through the use of IT services. Since each activity might depend on a method or practice described elsewhere in the framework, the idea is a crucial component of ITIL 4. It is encouraged to take a comprehensive approach to high-level IT governance, which enables wise strategic planning. Within the Service Value Chain, there are six activities:

  • Engage. Engage stakeholders in conversation to learn about their requirements. The objective is to develop strong stakeholder connections and comprehend their service needs.

  • Plan. Recognize the organization's direction, existing state, and necessary changes for its services and goods.

  • Improve. Achieve continuous improvements in services. Use the Service Value Chain to improve processes across all areas of the organization

  • Design and transition. Make sure the cost and quality of service is up the expectation of the stakeholders.

  • Obtain or Build. Ensure that each service's component is consistently accessible.

  • Deliver and Support. Deliver services and support to meet agreed-upon expectations.

Benefits of ITIL 4

  • Organizations today must contend with a fast-evolving digital world. The organizational structure and business processes are permeated with a range of IT systems and services. To address these developments, the ITIL 4 Framework has grown and can now offer best practices for all IT services. Additionally, organizations receive a framework to help them navigate the digital transition and new modes of operation to boost service effectiveness. These are some of ITIL 4's main advantages:

  • A modular structure encourages continuous improvements.

  • Service Value Chain embeds the ITIL Framework across the entire organization.

  • New ways of working to improve service efficiency.

  • International quality standards for IT service delivery.

The ideas given by ITIL 4 raise a business to global quality standards since it is a framework for IT services that are widely recognized. Around the world, ITIL 4 is influencing how businesses are operated. International partners can communicate with one another using the terms and terminology included in the ITIL Framework. The Foundation part of ITIL 4 describes the foundational ideas. ITIL 4 has a modular framework. By doing this, businesses and people may gain a comprehensive understanding of the ITIL Framework before going on to extra areas. This strategy aids in fostering a culture of ongoing, gradual improvements inside the firm. Different levels of ITIL 4 certification offer assistance for each stage of an IT service professional's career, reflecting the stage-by-stage growth.

Putting ITIL in Practice.

To put ITIL into practice, you can follow these steps:

  1. Determine the organization's goals and objectives. This will help you focus on the practices and processes that are more relevant to the organization's needs.

  2. Select a starting point. ITIL has many practices to follow so start by focusing on specific areas such as incident management or change management. This will allow you to build your capabilities and progress gradually.

  3. Access your current IT processes. This will help you to identify gaps and weaknesses, allowing you to plan your implementation strategy.

  4. Develop a roadmap. This should consist of goals, starting points, and current processes. This should include specific steps, milestones, and timelines for each area you're targeting.

  5. Train your staff. Consider providing training to your staff so they can understand the principles and practices of ITIL and how they apply them to their roles.

  6. Implement the practices. This step involves making changes to your processes, systems, and tools, as well as establishing new roles and responsibilities.

  7. Monitor and review. It is important to monitor and review your progress to ensure you're meeting your goals and making progress. Collecting and analyzing data, soliciting feedback from staff and stakeholders, and making adjustments as needed will be involved.

Are ITIL Certifications in demand?

It definitely is! The IT sector requires professionals who can handle data and computer operations and can follow up with the current trends in the market. Organizations need employees who are well-versed in all the current trends in IT infrastructure arrangement and supervision. Since organizations and businesses today are all about efficiency in Information Technology to achieve their business goals, ITIL certified employees will be a strength.

How to get ITIL Certification?

If you complete all modules required for the ITIL Managing Professional (MP) and ITIL Strategic Leader (SL) certification paths, you’ll qualify for the ITIL Master designation. To become an ITIL Master, you need at least five years of experience working in ITSM at the leadership, management, or advisory level. The ITIL Master designation requires a strong background in ITSM and extensive hands-on experience working with ITIL, but there is no training course or fixed syllabus

The ITIL 4 Foundation certification introduces the ITIL framework. It enables candidates to look at ITSM through an end-to-end operating model for creating, delivering, and continually improving tech-enabled products and services. The certification can help candidates who require a basic understanding of the ITIL framework, want to use ITIL to enhance ITSM, or whose organization has adopted ITIL. If you have already obtained the foundation ITIL training, you can go for the following: 1. ITIL4 High Velocity IT


Benefits of Getting ITIL Certified

There are several benefits to obtaining an ITIL certification. Some of the key benefits include:

  1. Improved IT service management: ITIL provides a framework for managing IT services that help organizations improve the quality and efficiency of their IT operations.

  2. Increased productivity: By implementing ITIL best practices, organizations can streamline their IT processes and reduce the time and effort required to deliver and manage IT services.

  3. Better alignment with business goals: ITIL helps organizations align their IT operations with their overall business goals, ensuring that IT is being used to support and drive business objectives.

  4. Enhanced customer satisfaction: By using ITIL to manage IT services, organizations can ensure that their customers are receiving high-quality services that meet their needs and expectations.

  5. Improved career prospects: ITIL certification is widely recognized and sought after by employers, so obtaining an ITIL certification can help individuals advance their careers and increase their earning potential. According to, the average income earned by Information Technology Infrastructure Library (ITIL) is RM93,000.00 a year.


You can start with ITIL 4 Foundation before moving on to the ITIL Managing Professional (MP) or Strategic Leader (SL) certification tracks, which give advanced practical and technical expertise and are the go-to certifications for IT professionals and more. ITIL will help organizations to navigate the new technological era, especially in the fields of robotics, artificial intelligence, nanotechnology, quantum computing, biotechnology, the Internet of Things, 3D printing, autonomous vehicles, and much more.



What Jobs require ITIL Certification and the average pay?

How long is an ITIL certification valid?

How will ITIL help businesses?

Are ITIL certifications worth it in 2023?



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