ITIL 4

CO-CREATE VALUE
AND DRIVE BUSINESS
SUCCESS IN THE
DIGITAL ERA
ITIL 4 CERTIFICATION SCHEME EXPLAINED
A TIME OF
UNPRECEDENTED
CHANGE
Organizations are facing unprecedented challenges
and increasing demand brought about by the
emergence of new technologies. This new digital
era is known as the ‘Fourth Industrial Revolution’,
characterized by the digital transformation of our
world and the unavoidable interaction between
humans, digital technologies and physical assets.

The Fourth Industrial Revolution is creating an

increasingly fast-paced and complex environment,
requiring organizations to be more agile, better
equipped to adapt what they do, and ready to
adopt new ways of working to succeed.
 ITIL 4: ITIL 4:
THE EVOLUTION DEVELOP ESSENTIAL
OF ITIL – HELPING SKILLS FOR THE
YOU TACKLE THE DIGITAL ERA
DISRUPTION
ITIL Master

ITIL is the most widely recognized framework for The ITIL 4 framework consists of seven core modules:
Managing Professional ITIL Managing ITIL Strategic
(MP) Transition Professional (MP) Leader (SL)

Designation achieved once completed all ITIL ITIL ITIL ITIL ITIL ITIL
relevant examinable modules in each stream Specialist Specialist Specialist Strategist Strategist Leader
Examinable modules towards ITIL Managing Create, Drive High Direct, Direct, Digital
Professional and ITIL Strategic Leader

IT enabled services in the world, and has been

Deliver & Stakeholder Velocity Plan & Plan & & IT
Support Value IT Improve Improve Strategy
Examinable module applicable to both ITIL Managing
Professional and ITIL Strategic Leader

Transition module for v3 ITIL Experts or those

with 17 credits or more to gain ITIL Managing ITIL Foundation
Professional designation

providing comprehensive, practical and proven • ITIL 4 Foundation

guidance to 90% of Fortune 500 companies for • ITIL 4 Specialist: Create, Deliver and Support (CDS)
over 30 years. • ITIL 4 Specialist: Drive Stakeholder Value (DSV)
• ITIL 4 Specialist: High-velocity IT (HVIT)
ITIL 4 provides a flexible end-to-end IT and digital • ITIL 4 Strategist: Direct, Plan and Improve (DPI)
operating model for the delivery and operation of • ITIL 4 Leader: Digital and IT Strategy
tech-enabled products and services. • ITIL 4 Master

ITIL 4 has already helped many successful

organizations to create valuable outcomes to meet
increasing customer demands. Trailblazers and
digital innovators such as Spotify and Vodafone are
already seeing increased efficiency and customer
satisfaction as a result of ITIL 4 methods.

ITIL Master

Managing Professional ITIL Managing ITIL Strategic

(MP) Transition Professional (MP) Leader (SL)

Designation achieved once completed all ITIL ITIL ITIL ITIL ITIL ITIL
relevant examinable modules in each stream Specialist Specialist Specialist Strategist Strategist Leader
Examinable modules towards ITIL Managing Create, Drive High Direct, Direct, Digital
Professional and ITIL Strategic Leader Deliver & Stakeholder Velocity Plan & Plan & & IT
Support Value IT Improve Improve Strategy
Examinable module applicable to both ITIL Managing
Professional and ITIL Strategic Leader

Transition module for v3 ITIL Experts or those

with 17 credits or more to gain ITIL Managing ITIL Foundation
Professional designation

4
 ITIL 4
FOUNDATION
THE BUILDING BLOCKS OF ITIL 4
AND STEP ONE OF YOUR ITIL 4 JOURNEY

Introduction ITIL 4 Foundation will help you to:

ITIL 4 Foundation has been designed as an • Discover a new operating model to enable
introduction to ITIL 4 and enables candidates to look value co-creation with customers
at IT service management through an end-to-end
operating model for the creation, delivery and continual • Deliver faster, valuable outputs that meet
improvement of tech-enabled products and services. business outcomes and customer needs

• Increase speed and efficiency through value

ITIL 4 Foundation is for anyone working within the IT
stream thinking
function who needs to understand the key concepts
of IT and digital service delivery and is interested
• Understand how IT impacts strategy and how
in helping their organization address new service professionals can utilize the four dimensions of
management challenges. It is for professionals at service management in a wider business context
the start of their ITIL 4 journey or those looking to
upgrade their existing ITIL knowledge. • Use the guiding principles to navigate change,
streamline work and introduce flexible and
collaborative working practices

• Integrate key concepts from Lean IT, Agile

and DevOps and their importance in delivering
business value

• Learn the common language of IT-enabled

HOW DOES IT WORK? service delivery, accepted worldwide.

Candidates must first take ITIL 4 Foundation before

they can embark on their journey through the ITIL 4
Specialist, Strategist or Leader higher level modules
– to achieve the ITIL 4 Managing Professional, ITIL 4
Strategic Leader or ITIL Master designations.
5
ITIL 4
MANAGING PROFESSIONAL
(MP) STREAM
Introduction

The Managing Professional (MP) stream provides • ITIL 4 Specialist: Create, Deliver and Support (CDS)
practical and technical knowledge about how to run • ITIL 4 Specialist: Drive Stakeholder Value (DSV)
successful IT and digitally-enabled services, teams and • ITIL 4 Specialist: High-velocity IT (HVIT)
workflows. • ITIL 4 Strategist: Direct, Plan and Improve (DPI)
– UNIVERSAL MODULE
In order to achieve the ITIL 4 MP designation,
professionals must be certified in ITIL 4 Foundation
and all of the following four modules:

6
ITIL 4
STRATEGIC LEADER
(SL) STREAM
Introduction

ITIL 4 Strategic Leader (SL) recognizes the value of • ITIL 4 Strategist: Direct, Plan and Improve (DPI)
ITIL, not just for IT operations, but for – UNIVERSAL MODULE
all digitally-enabled services.
• ITIL 4 Leader: Digital and IT Strategy (DITS)

In order to achieve the ITIL 4 SL designation,

professionals must be certified in ITIL 4 Foundation
and the following two modules:

AXELOS.COM | ITIL 4: Co-create value and drive business success in the digital era 7
ITIL 4 SPECIALIST:
CREATE, DELIVER AND
SUPPORT (CDS)
THE ‘ENGINE ROOM’ OF THE I.T. AND DIGITAL FUNCTION​

Introduction ITIL 4 CDS will help you to:

This specialist module is for IT practitioners and • Improve existing processes

leaders who manage the operation of IT-enabled
• Effectively manage IT teams
and digital products and services. CDS helps
• Optimize value streams and workflows
professionals who are responsible for service
delivery, including development, deployment, and • Align digital services with business strategy
monitoring and support, and assuring that services
• Develop services to meet demand
are delivered and supported according
• Integrate new technologies
to agreed levels.
• Embed Lean, Agile, DevOps ways of working.

8
ITIL 4 SPECIALIST:
DRIVE STAKEHOLDER VALUE
(DSV)
ENSURING I.T. AND DIGITAL SERVICES DELIGHT​

Introduction ITIL 4 DSV will help you to:

This specialist module is for IT professionals • Effectively manage all stakeholders

who are responsible for managing and
• Build trusted relationships
interfacing with stakeholders, and fostering
• Shape customer demand
relationships to gain value realization. DSV
is beneficial to those who design or manage • Optimize user experience and customer experience
customer journeys and experiences, and manage
• Embed effective design thinking.
customer demands and expectations.

AXELOS.COM | ITIL 4: Co-create value and drive business success in the digital era 9
ITIL 4 SPECIALIST:
HIGH-VELOCITY IT (HVIT)

THE FUTURE OF I.T. AND DIGITAL SERVICES​

Introduction ITIL 4 HVIT will help you to:

This specialist module is for IT managers and • Converge business goals with IT
practitioners working within or towards the delivery
• Embed complex and adaptive systems
of digital products and services. HVIT will help
• Bridge the development and operations gap
anyone involved in digital services or working on
digital transformation projects; and those working • Improve performance with Lean, Agile and
in or migrating to Lean, Agile or DevOps ways of DevOps methods
working or highly automated environments. • Increase the speed and quality of services

• Make value-creating digital and IT investments.

10
ITIL 4 STRATEGIST:
DIRECT, PLAN AND IMPROVE
(DPI)
BRINGING I.T. AND DIGITAL STRATEGIES TO LIFE​

Introduction ITIL 4 DPI will help you to:

This strategist module is for IT and digital • Drive organizational change

managers of all levels involved in aligning
• Encourage a culture of continual improvement
work to organizational strategy or developing
• Ease decision making
a continually improving team or service. DPI
will help anyone involved in planning work, • Support change management
improving products and managing organizational
• Minimize disruption
change, and those responsible with interfacing
• Innovate while remaining compliant.
with governance, risk and compliance.

AXELOS.COM | ITIL 4: Co-create value and drive business success in the digital era 11
12
CAREERS
ARE BUILT
ON ITIL
Want to explore ITIL 4 in more detail? This holistic vision of a way of working is known as a
“practice” in ITIL 4, and forms a fundamental part of
We have a wealth of information about ITIL 4 for the ITIL 4 framework.
professionals, including whitepapers, blogs, case
studies and more. The ITIL practices are a set of organizational resources
designed for performing work or accomplishing an
Visit: AXELOS.com/ITIL-4-what-you-need-to-know objective.
to discover more
The content produced for the practices will serve as
a toolbox to IT practitioners and are interrelated to the
Ready to take the next step? four core publications that comprise ITIL 4 Managing
Professional stream.
Visit: AXELOS.com/essential-skills-for-the-digital-era
where you can learn more, find a training provider, My ITIL
book an exam or purchase an ITIL 4 manual for any My ITIL is the AXELOS subscription service to help
of the ITIL 4 Foundation or MP modules. practitioners with continued professional development.

ITIL practices As a My ITIL subscriber, you will have exclusive access

What is currently known in ITIL v3 as “processes” to the ITIL 4 practices and a range of templates,
are being expanded to consider other elements toolkits and resources to apply ITIL best practice and
such as culture, technology, information and data excel in your career. Visit: AXELOS.com/my-axelos/my-
management, and more. itil to sign up.

Anyone who takes an ITIL exam will receive a one-year

subscription to My ITIL.

AXELOS.COM | ITIL 4: Co-create value and drive business success in the digital era 13
ALREADY AN
EXPERIENCED ITIL
PROFESSIONAL?
Did you know that you can fast-track your career ITIL 4 Managing Professional core modules into one
to the ITIL 4 Managing Professional designation? succinct course and exam.
If you are an ITIL Expert or have a minimum of 17
ITIL v3 credits, you are eligible to take the ITIL 4 Visit: AXELOS.com/be-an-ITIL-4-trailblazer and be
Managing Professional Transition Module. amongst the first ITIL 4 Managing Professionals.

This specially designed module combines

key concepts from ITIL 4 Foundation and the

14
AXELOS.COM | ITIL 4: Co-create value and drive business success in the digital era 15
 The future is built on ITIL.

For more information on ITIL 4: Start you ITIL 4 journey: Experienced ITIL professionals:

AXELOS.com/ AXELOS.com/ AXELOS.com/

ITIL-4-what-you-need-to-know essential-skills-for-the-digital-era be-an-ITIL-4-trailblazer

Copyright© AXELOS Limited 2020. AXELOS®, the AXELOS swirl logo® and ITIL® are registered trade marks of AXELOS Limited. All rights reserved.