ITIL®4

ITIL® helps organizations and individuals to achieve optimal value from IT and digital services. It also, helps in defining the direction of the service provider with a clear capability model and aligning them to the business strategy and customer needs.

ITIL® is a professionally recognized certification model, provides comprehensive, practical and globally accepted guidance for establishing a service management system, providing a common glossary of terms for businesses using IT enabled services.

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Instructor led  Live Online Training Session

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Sample Paper
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Exam Voucher with 365 days of validity 

Post Program Support

Doubt clarification session

Course Description

Consultants Factory’s ITIL® trainings are designed to help participants to understand and learn the concepts of ITIL®. Our trainings are delivered by Best-in-class ITSM consultants, and NOT preachers. Their experience of ITIL® implementation & assessment help you get a hands on view of ITIL®.

ITIL®4 Scheme

The ITIL® certification scheme provides a modular approach to the ITIL® framework, and is comprised of a series of qualifications focused on different aspects of ITIL® best practice to various degrees of depth and detail. The tiered structure of the qualification offers candidates flexibility relating to the different disciplines and areas of ITIL® and the ability to focus their studies on key areas of interest.

There are four certification levels within the ITIL® 4 scheme:
  • ITIL® 4 Foundation
  • ITIL® 4 Managing Professional
    • ITIL® 4 Specialist: Create, Deliver and Support
    • ITIL® 4 Specialist: Drive Stakeholder Value
    • ITIL® 4 Specialist: High-velocity IT
    • ITIL® 4 Strategist: Direct, Plan and Improve.
  • ITIL® 4 Strategic Leader
    • ITIL® 4 Strategist Direct, Plan and Improve
    • ITIL® 4 Leader Digital and IT Strategy.
  • ITIL® 4 Master

ITIL® 4 Foundation

The ITIL 4 Foundation qualification is intended to introduce candidates to the management of modern IT-enabled services, to provide them with an understanding of the common language and key concepts, and to show them how they can improve their work and the work of their organization with ITIL 4 guidance. Furthermore, the qualification will provide the candidate with an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working.

  1. 1. Understand the key concepts of service management
    1.1 Definition of:
    a) Service
    b) Utility
    c) Warranty
    d) Customer
    e) User
    f) Service management
    g) Sponsor
    1.2 The key concepts of creating value with services:
    a) Cost
    b) Value
    c) Organization
    d) Outcome
    e) Output
    f) Risk
    g) Utility
    h) Warranty
    1.3 The key concepts of service relationships:
    a) Service offering
    b) Service relationship management
    c) Service provision
    d) Service consumption

    2. How the ITIL guiding principles can help an organization adopt and adapt service management
    2.1 The nature, use and interaction of the guiding principles
    2.2 The use of the guiding principles
    a) Focus on value
    b) Start where you are
    c) Progress iteratively with feedback
    d) Collaborate and promote visibility
    e) Think and work holistically
    f) Keep it simple and practical
    g) Optimize and automate

    3. The four dimensions of service management
    3.1 The four dimensions of service management
    a) Organizations and people
    b) Information and technology
    c) Partners and suppliers
    d) Value streams and processes

    4. The purpose and components of the ITIL service value system
    4.1 The ITIL service value system

    5. The activities of the service value chain, and how they interconnect
    5.1 The interconnected nature of the service value chain and how this supports value streams
    5.2 The purpose of each value chain activity:
    a) Plan
    b) Improve
    c) Engage
    d) Design & transition
    e) Obtain/build
    f) Deliver & support

    6. The purpose and key terms of 15 ITIL practices
    6.1 The purpose of the following ITIL practices:
    a) Information security management
    b) Relationship management
    c) Supplier management
    d) IT asset management
    e) Monitoring and event management
    f) Release management
    g) Service configuration management
    h) Deployment management
    i) Continual improvement
    j) Change control
    k) Incident management
    l) Problem management
    m) Service request management
    n) Service desk
    o) Service level management
    6.2 Definitions of the following ITIL terms:
    a) IT asset
    b) Event
    c) Configuration item
    d) Change
    e) Incident
    f) Problem
    g) Known error

    7. Understand 7 ITIL practices
    7.1 The following ITIL practices in detail, excluding how they fit within the service value chain:
    a) Continual improvement including: – The continual improvement model
    b) Change control
    c) Incident management
    d) Problem management
    e) Service request management
    f) Service desk
    g) Service level management

No of Questions: 40 questions

Question Type: Multiple choice

Passing Score: 26 out of 40 marks required to pass (65%)

Duration: 60 minutes

ITIL4 Foundation is Closed book Examination

ITIL® 4 Managing Professional

ITIL® 4 Managing Professional (ITIL MP) is a stream of four modules that are part of ITIL® 4,

The four modules are:

  • ITIL® 4 Specialist: Create, Deliver and Support
  • ITIL® 4 Specialist: Drive Stakeholder Value
  • ITIL® 4 Specialist: High-velocity IT
  • ITIL® 4 Strategist: Direct, Plan and Improve.

ITIL® 4 MP has been created for IT practitioners working within technology and digital teams across businesses.

The Managing Professional (MP) stream provides practical and technical knowledge about how to run successful IT enabled services, teams and workflows.

ITIL® 4 Specialist: Create, Deliver and Support

This module covers the ‘core’ service management activities and expands the current scope of ITIL® to cover the ‘creation’ of services. This module focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods and tools.

1. Understand how to plan and build a service value stream to create, deliver and support
services
1.1 Understand the concepts and challenges relating to the following across the
service value system
a) Organizational structure
b) Integrated/collaborative teams
c) Team capabilities, roles and competencies
d) Team culture and differences
e) Working to a customer-orientated mindset
f) Employee satisfaction management
g) The value of positive communications
1.2 Understand how to use a ‘shift left’ approach
1.3 Know how to plan and manage resources in the service value system,
a) Team collaboration and integration
b) Workforce planning
c) Results based measuring and reporting
d) The culture of continual improvement
1.4 Understand the use and value of information and technology across the service
value system,
a) Integrated service management toolsets
b) Integration and data sharing
c) Reporting and advanced analytics
d) Collaboration and workflow
e) Robotic process automation (RPA)
f) Artificial intelligence and machine learning
g) Continuous integration and delivery/deployment
h) Information models
2. Know how relevant ITIL practices contribute to creation, delivery and support across
the SVS and value streams
2.1. Know how to use a value stream to design, develop and transition new services
2.2 Know how the following ITIL practices contribute to a value stream for a new
service
a) Service design
b) Software development and management
c) Deployment management
d) Release management
e) Service validation and testing
f) Change enablement
2.3 Know how to use a value stream to provide user support
2.4 Know how the following ITIL practices contribute to a value stream for user
support
a) Service desk
b) Incident management
c) Problem management
d) Knowledge management
e) Service level management
f) Monitoring and event management
3. Know how to create, deliver and support services
3.1 Know how to co-ordinate, prioritize and structure work and activities to create,
deliver and support services,
a) Managing work as tickets
b) Prioritizing work
3.2 Understand the use and value of the following across the service value system:
a) Buy vs build considerations
b) Sourcing options
c) Service integration and management

Material allowed: None
Exam duration: 90 minutes
Number of marks: 40 marks
Provisional pass mark: 28 marks
Question types: The questions are all ‘multiple choice’.

ITIL® 4 Specialist: Drive Stakeholder Value

This module covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT enabled services.

The module covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.

It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

1. Understand how customer journeys are designed
1.1 Understand the concept of the customer journey
1.2 Understand the ways of designing and improving customer journeys

2. Know how to target markets and stakeholders
2.1 Understand the characteristics of markets
2.2 Understand marketing activities and techniques
2.3 Know how to describe customer needs and internal and external factors that affect these
2.4 Know how to identify service providers and explain their value propositions

3. Know how to foster stakeholder relationships
3.1 Understand the concepts of mutual readiness and maturity
3.2 Understand the different supplier and partner relationship types, and how these are managed
3.3 Know how to develop customer relationships
3.4 Know how to analyse customer needs
3.5 Know how to use communication and collaboration activities and techniques
3.6 Know how the relationship management practice can be applied to enable and contribute to fostering relationships
3.7 Know how the supplier management practice can be applied to enable and contribute to supplier and partner relationships management

4. Know how to shape demand and define service offerings
4.1 Understand methods for designing digital service experiences based on valuedriven, data-driven and user-centred service design
4.2 Understand approaches for selling and obtaining service offerings
4.3 Know how to capture, influence and manage demand and opportunities
4.4 Know how to collect, specify and prioritise requirements from a diverse range of stakeholders
4.5 Know how the business analysis practice can be applied to enable and contribute to requirement management and service design

5. Know how to align expectations and agree details of services
5.1 Know how to plan for value co-creation
5.2 Know how to negotiate and agree service utility, warranty and experience
5.3 Know how the service level management practice can be applied to enable and contribute to service expectation management

6. Know how to onboard and offboard customers and users
6.1 Understand key transition, onboarding and offboarding activities
6.2 Understand the ways of relating with users and fostering user relationships
6.3 Understand how users are authorized and entitled to services
6.4 Understand different approaches to mutual elevation of customer, user and service provider capabilities
6.5 Know how to prepare onboarding and offboarding plans
6.6 Know how to develop user engagement and delivery channels
6.7 Know how the service catalogue management practice can be applied to enable and contribute to offering user services
6.8 Know how the service desk practice can be applied to enable and contribute to user engagement

7. Know how to act together to ensure continual value co-creation (service consumption / provisioning)
7.1 Understand how users can request services
7.2 Understand methods for triaging of user requests
7.3 Understand the concept of user communities
7.4 Understand methods for encouraging and managing customer and user feedback
7.5 Know how to foster a service mindset (attitude, behaviour and culture)
7.6 Know how to use different approaches to provision of user services
7.7 Know how to seize and deal with customer and user ‘moments of truth’
7.8 Know how the service request management practice can be applied to enable and contribute to service usage

8. Know how to realize and validate service value
8.1 Understand methods for measuring service usage and customer and user experience and satisfaction
8.2 Understand methods to track and monitor service value (outcome, risk, cost and resources)
8.3 Understand different types of reporting of service outcome and performance
8.4 Understand charging mechanisms
8.5 Know how to validate service value
8.6 Know how to evaluate and improve the customer journey
8.7 Know how the portfolio management practice can be applied to enable and contribute to service value realization

Material allowed: None
Exam duration: 90 minutes
Number of marks: 40 marks
Provisional pass mark: 28 marks
Question types: The questions are all ‘multiple choice’.

ITIL® 4 Specialist: High-velocity IT

This module explores the ways in which digital organizations and digital operating models function in high velocity environments. It will help aspiring organizations, to operate in a similar way to successful digitally-native organizations.

This module includes the use of working practices such as Agile and Lean, and technical practices and technologies such as Cloud, Automation, and Automatic Testing, focusing on rapid delivery of products and services to obtain maximum value.

1. Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT
1.1 Understand the following terms:
a) Digital organization
b) High-velocity IT
c) Digital transformation
d) IT transformation
e) Digital product
f) Digital technology
1.2 Understand when the transformation to high-velocity IT is desirable and feasible
1.3 Understand the five objectives associated with digital products to achieve:
a) Valuable investments – strategically innovative and effective application of IT
b) Fast development – quick realization and delivery of IT services and ITrelated products
c) Resilient operations – highly resilient IT services and IT-related products
d) Co-created value – effective interactions between service provider and consumer
e) Assured conformance – to governance, risk and compliance (GRC) requirements

2. Understand the digital product lifecycle in terms of the ITIL ‘operating model’
2.1 Understand how high-velocity IT relates to:
a) The four dimensions of service management
b) The ITIL service value system
c) The service value chain
d) The digital product lifecycle

3. Understand the importance of the ITIL guiding principles and other fundamental concepts for delivering highvelocity IT
3.1 Understand the following principles, models and concepts:
a) Ethics
b) Safety culture
c) Lean culture
d) Toyota Kata
e) Lean / agile / resilient / continuous
f) Service-dominant logic
g) Design thinking
h) Complexity thinking
3.2 Know how to use the following principles, models and concepts:
▪ Ethics
▪ Safety culture
▪ Lean culture
▪ Toyota Kata
▪ Lean / agile / resilient / continuous
▪ Service-dominant logic
▪ Design thinking
▪ Complexity thinking to contribute to:
a) Help get customers’ jobs done
b) Trust and be trusted
c) Continually raise the bar
d) Accept ambiguity and uncertainty
e) Commit to continual learning

4. Know how to contribute to achieving value with digital products
4.1 Know how the service provider ensures valuable investments are achieved
4.2 Know how to use the following practices to contribute to achieving valuable investments
a) Portfolio management
b) Relationship management
4.3 Know how the service provider ensures fast development is achieved. (
4.4 Know how to use the following practices to contribute to achieving fast development
a) Architecture management
b) Business analysis
c) Deployment management
d) Service validation and testing
e) Software development and management
4.5 Know how the service provider ensures resilient operations are achieved.
4.6 Know how to use the following practices to contribute to achieving resilient operations
a) Availability management
b) Capacity and performance management
c) Monitoring and event management
d) Problem management
e) Service continuity management
f) Infrastructure and platform management
4.7 Know how the service provider ensures co-created value is achieved.
4.8 Know how to use the following practices to contribute to achieving cocreated value with the service consumer
a) Relationship management
b) Service design
c) Service desk
4.9 Know how the service provider ensures assured conformance is achieved
4.10 Know how to use the following practices to contribute to achieving assured conformance
a) Information security management
b) Risk management

Material allowed: None
Exam duration: 90 minutes
Number of marks: 40 marks
Provisional pass mark: 28 marks
Question types: The questions are all ‘multiple choice’.

ITIL® 4 Strategist: Direct, Plan & Improve

This module provides individuals with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction.

The module covers the influence and impact of Agile and Lean ways of working, and how they can be leveraged to an organization’s advantage.

It will provide practitioners with a practical and strategic method for planning and delivering continual improvement with necessary agility.

ITIL® 4 Strategist Direct, Plan and Improve is aimed at managers of all levels involved in shaping direction and strategy or developing a continually improving team. It will cover both practical and strategic elements.

1. Understand the key concepts of Direct, Plan & Improve
1.1 Understand the following key terms:
a) Direction
b) Planning
c) Improvement
d) Operating model
e) Methods
f) Risks
g) Scope of control
1.2 Understand the differences between the following key concepts:
a) Vision and mission
b) Strategy, tactics and operations
c) Governance, compliance and management
d) Policies, controls and guidelines
1.3 Understand the concepts of value, outcomes, costs & risks and their relationships to direction, planning and improvement

2. Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context
2.1 Identify the scope of control and within this:
a) Know how to cascade objectives and requirements
b) Know how to define effective policies, controls and guidelines
c) Know how to place decision-making authority at the correct

3. Understand the role of Governance, Risk and Compliance (GRC) and know how to integrate the principles and methods into the service value system
3.1 Understand the role of risk and risk management in DPI
3.2 Understand how governance impacts DPI
3.3 Know how to ensure that controls are sufficient, but not excessive

4. Understand and know how to use the key principles and methods of continual improvement for all types of improvements
4.1 Know how to use the ITIL continual improvement model to improve the service value system or any part of the SVS
4.2 Know how to identify assessment objectives, outputs, requirements and criteria
4.3 Know how to select an appropriate assessment method for a particular situation
4.4 Know how to define and prioritize desired outcomes of an improvement
4.5 Know how to build, justify and advocate for a business case
4.6 Know how to conduct:
a) improvement reviews
b) analysis of lessons learned
4.7 Know how to embed continual improvement at all levels of the SVS

5. Understand and know how to use the key principles and methods of communication and organizational change management to direction, planning and improvement
5.1 Understand the nature, scope and potential benefits of organizational change management
5.2 Know how to use the key principles and methods of Communication & OCM:
a) Identify and manage different types of stakeholders
b) Effectively communicate with and influence others
c) Establish effective feedback channels
5.3 Know how to establish effective interfaces across the value chain

6. Understand and know how to use the key principles and methods of measurement and reporting in direction, planning and improvement
6.1 Know how to define indicators and metrics to support objectives
7. Understand and know how to direct, plan and improve value streams and practices
7.1 Understand the differences between value streams and practices and how those differences impact direction, planning and improvement
7.2 Know how to select and use the appropriate methods and techniques to direct, plan and improve value streams and practices.
a) Addressing the 4 dimensions
b) Applying the guiding principles
c) Value stream mapping
d) Optimization of workflow
e) Elimination of waste
f) Ensuring & utilizing feedback

Material allowed: None
Exam duration: 90 minutes
Number of marks: 40 marks
Provisional pass mark: 28 marks
Question types: The questions are all ‘multiple choice’.

ITIL® 4 Strategic Leader

ITIL® 4 Strategic Leader (ITIL® SL) is a stream of two modules that are part of ITIL® 4, The two modules are:

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

ITIL® 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® 4 Strategist: Direct, Plan & Improve

This module provides individuals with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction.

The module covers the influence and impact of Agile and Lean ways of working, and how they can be leveraged to an organization’s advantage.

It will provide practitioners with a practical and strategic method for planning and delivering continual improvement with necessary agility.

ITIL® 4 Strategist Direct, Plan and Improve is aimed at managers of all levels involved in shaping direction and strategy or developing a continually improving team. It will cover both practical and strategic elements.

1. Understand the key concepts of Direct, Plan & Improve
1.1 Understand the following key terms:
a) Direction
b) Planning
c) Improvement
d) Operating model
e) Methods
f) Risks
g) Scope of control
1.2 Understand the differences between the following key concepts:
a) Vision and mission
b) Strategy, tactics and operations
c) Governance, compliance and management
d) Policies, controls and guidelines
1.3 Understand the concepts of value, outcomes, costs & risks and their relationships to direction, planning and improvement

2. Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context
2.1 Identify the scope of control and within this:
a) Know how to cascade objectives and requirements
b) Know how to define effective policies, controls and guidelines
c) Know how to place decision-making authority at the correct

3. Understand the role of Governance, Risk and Compliance (GRC) and know how to integrate the principles and methods into the service value system
3.1 Understand the role of risk and risk management in DPI
3.2 Understand how governance impacts DPI
3.3 Know how to ensure that controls are sufficient, but not excessive

4. Understand and know how to use the key principles and methods of continual improvement for all types of improvements
4.1 Know how to use the ITIL continual improvement model to improve the service value system or any part of the SVS
4.2 Know how to identify assessment objectives, outputs, requirements and criteria
4.3 Know how to select an appropriate assessment method for a particular situation
4.4 Know how to define and prioritize desired outcomes of an improvement
4.5 Know how to build, justify and advocate for a business case
4.6 Know how to conduct:
a) improvement reviews
b) analysis of lessons learned
4.7 Know how to embed continual improvement at all levels of the SVS

5. Understand and know how to use the key principles and methods of communication and organizational change management to direction, planning and improvement
5.1 Understand the nature, scope and potential benefits of organizational change management
5.2 Know how to use the key principles and methods of Communication & OCM:
a) Identify and manage different types of stakeholders
b) Effectively communicate with and influence others
c) Establish effective feedback channels
5.3 Know how to establish effective interfaces across the value chain

6. Understand and know how to use the key principles and methods of measurement and reporting in direction, planning and improvement
6.1 Know how to define indicators and metrics to support objectives
7. Understand and know how to direct, plan and improve value streams and practices
7.1 Understand the differences between value streams and practices and how those differences impact direction, planning and improvement
7.2 Know how to select and use the appropriate methods and techniques to direct, plan and improve value streams and practices.
a) Addressing the 4 dimensions
b) Applying the guiding principles
c) Value stream mapping
d) Optimization of workflow
e) Elimination of waste
f) Ensuring & utilizing feedback

Material allowed: None
Exam duration: 90 minutes
Number of marks: 40 marks
Provisional pass mark: 28 marks
Question types: The questions are all ‘multiple choice’

ITIL® 4 Leader: Digital and IT Strategy

This module focuses on the importance and challenges of creating an appropriate digital strategy to enable the success of businesses and how it can (and should) be integrated to the IT strategy and aligned with the wider organization’s goals. It explores the use of ITIL framework to support organizations in their digital transformation journey by providing a structured and flexible approach for addressing service management challenges and utilizing the potential of modern technology to get the most value from digital technology. It also adds a new perspective to the ITIL® suite and elevates the discussion around ITIL® concepts to the very strategic level among companies and business leaders.

1. Demonstrate the use of the ITIL guiding principles in Digital and IT Strategy decisions and activities
1.1 Relate the ITIL guiding principles to all aspects of Digital and IT Strategy
a) Focus on value
b) Start where you are
c) Progress iteratively with feedback
d) Collaborate and promote visibility
e) Think and work holistically
f) Keep it simple and practical
g) Optimize and automate

2. Understand how to leverage digital strategy to react to digital disruption
2.1. Understand the following concepts:
a) Digital Technology
b) Digital Business
c) Digital Organization
d) Digitization
e) Digital Transformation
2.2 Understand the following concepts:
a) Business strategy and business models
b) Digital and IT Strategy
c) Products
d) Services
2.3 Know how to explain the relationship between Digital and IT Strategy and the components of the ITIL SVS.

3. Understand the relationship between the concepts of Digital and IT Strategy, the service value system and the service value chain, and explain how to utilize them to create value
3.1 Explain environmental analysis in terms of:
a) External analysis: PESTLE
b) Internal analysis: The four dimensions of service management

4. Understand how an organization uses Digital and IT Strategy to remain viable in environments disrupted by digital technolog
4.1 Know how to show how an organization’s viability is related to how agile, resilient, lean, continuous and co-creational it is
4.2 Know how to analyse the VUCA factors and address them in a Digital and IT Strategy
4.3 Explain and compare three levels of digital disruption:
a) Ecosystem
b) Industry/market
c) Organizational
4.4 Show how an organization’s position in a particular market or industry is influenced by the following factors:
a) Achieving customer/market relevance
b) Achieving operational excellence
c) Internal and external focus
d) Balanced approach
4.5 Use a digital positioning tool to determine the appropriate position for a digital organization

5. Understand strategic approaches made possible by digital and information technology to achieve customer / market relevance and operational excellence
5.1 Know how to apply the following approaches to achieve customer/market relevance:
a) Customer journeys
b) Omnichannel delivery and support
c) Context-sensitive delivery and support
d) Customer analytics
e) Customer feedback and 360° approaches
5.2 Know how to achieve operational excellence in the four dimensions of service management
5.3 Understand the financial aspects of Digital and IT Strategy in terms of the following:
a) Financial policies
b) Portfolio optimization
c) Funding projects, products and services
d) Balancing the cost of innovation and operation
e) Charging models
5.4 Assess strategic approaches for digital organizations

6. Understand the risks and opportunities of Digital and IT Strategy
6.1 Explain the concept of risk management in the context of a digital organization
6.2 In the context of Digital and IT Strategy, explain how to:
a) Identify risk
b) Assess risk
6.3 Know how to explain the concept of risk posture and show how to determine an acceptable balance between opportunity and risk
6.4 Explain the concept of innovation, including its key elements and techniques
6.5 Know how to apply techniques to develop and maintain a culture of innovation

7. Understand the steps and techniques involved in defining and advocating for
a Digital and IT Strategy
7.1 Know how to use a digital readiness assessment to perform a gap analysis between an organization’s current and desired positions
7.2 Explain how to define and communicate a vision and a strategy
7.3 Know how to use business cases to advocate for a Digital and IT Strategy

8. Understand how to implement a Digital and IT Strategy
8.1 Know how to define operating models for digital organizations
8.2 Explain the major skills required of leaders in a digital organization
8.3 Apply the following approaches to strategy coordination and implementation:
a) Large-scale transformation
b) Incremental transformation
c) Mergers and acquisitions
d) Individual changes
8.4 Explain approaches to POMs
8.5 Explain how to assess success of a Digital and IT Strategy
8.6 Explain the typical activities of a digital transformation programme

There is 2 Level of Examination for ITIL4 DITS

Exam Overview
2. Materials allowed – None
3. Exam duration – 60 minutes
4. Number of marks – 30 marks
5. Provisional Pass mark – 21 marks
6. Level of thinking – Bloom’s levels 2 & 3
7. Question type – The questions are all ‘multiple choice’

Case study overview
1. Materials allowed – Any
2. Exam duration – Variable
3. Duration:
• Three assignments of 60 minutes, one assignment of 90 minutes in the group work format,
or
• Four individual written assignments of 60 minutes each in individual format.
4. Number of marks – 40 marks
• Number of assignments: 4
• Number of assessment criteria: 5
• Marks: Each assessment criterion is worth 8 marks.
• There are 40 marks available.
• There is no negative marking
5. Provisional Pass mark – 30 marks
6. Level of thinking – Bloom’s level 4
7. Question type – Assignment

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