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ITIL focuses on aligning IT and business, or supporting the achievement of the organisation's strategic and business objectives. What do you mean by that? It is a set of best practices (examples of proven practices) that help in the day-to-day agenda of a project manager.

The use of ITIL best practices is free of charge. The necessary knowledge is contained in the ITIL books, or you can obtain it through ITIL training with an Accredited Training Organisation (ATO) including ITIL certification. The ITIL framework is nowadays supported by software tools as standard, but also by cloud services.

ITIL originated in the 1980s and was originally created by the UK government. It is now owned by Axelos methodology. The current version is ITIL 4 (official release is February 2019) and is an update of the previous version ITIL v3 or ITIL 2011. On the same date, the basic course is officially launched with a three-year certification period.

The methodology gives you guidance on how to manage structured ITIL processes.

It shows managers the right approach to one of the most important domains of a successful organisation: delivering IT services to support, automate and make operations more efficient. It doesn't matter how big a company you are. Nor does it matter whether you run a company, handle IT in a government organization, or are responsible for an IT project. By the way, you can find a comprehensive list of benefits in the ITIL benefits section.

ITIL4 is an agile methodology and focuses much more on users than on processes. It supports modern approaches and technologies. It delivers greater efficiency in an era of digital transformation and shows how to deal with increasingly demanding user requirements. Ultimately, these best practices strengthen competitiveness.

Overall, the holistic approach of ITIL v4 supports not only IT Service Management, but also other dominant elements of IT governance that are needed to integrate and optimize IT. In addition, it leverages the best elements from DevOps, Lean IT and Cloud Computing.

ITIL 4 has completely restructured processes and activities that were contained in the ITIL v3 framework. The methodology has been upgraded or transformed to meet the requirements in times of digital transformation. All best practice procedures support the 6 key activities of the ITIL service value chain.

• 14 general management practices

• 17 service management practices

• 3 technical management practices

ITIL 4 combines ITIL v3 + ITIL® Practitioner + includes new principles of service management through the so-called Service Value Chain, so there are no longer 5 phases of the IT service life cycle, as in ITIL v3

The new service model of ITIL 4 is built on the so-called Service Value Chain, through which we deliver IT services using modern methods and approaches, such as Agile, Lean and DevOps.

Agile elements of the ITIL 4 methodology (e.g. collaborative approach, feedback loops, etc.) are used in all 9 principles that are adopted with the original version of ITIL Practitioner, where 2 more are added to the original 7 principles.

• ITIL v3 is still valid and translated into Czech

• ITIL 4 Update is only available in English (with Czech interpretation)

Best practice ITIL v3 contains 26 ITIL processes that are governed by 5 basic phases of the service life cycle.

A new feature in ITIL 4 is the concept of development and management of IT services, which has already abandoned the structure of 5 life cycle phases on which ITIL v3 is built, namely:

• Service Strategy

• Service Design

• Service Transition

• Service Operations

• Continuous Service Improvement

Best practice ITIL 4 adds 13 completely new processes / practices to the 26 processes that are part of ITIL v3, such as:

• Risk management

• Business analyses

• Project management

• IT asset management

• Architecture Management

• Measurement and reporting

• Workforce and talent management

• Infrastructure and platform management

#1. PeopleCert Registration

The first step is to create a PeopleCert account

If you do not have a PeopleCert account, you will need to create one. Then log in to your account. In the Register for your exam section, enter the voucher code you received by email and click Submit. If additional information is required for a specific exam, you will be prompted to complete the relevant fields. Your exam details will then be displayed.

You will be sent an email confirming your exam registration and exam details. These are also available in your PeopleCert account.

#2. Online exam

To take the exam, click on the link in the email from PeopleCert that you received after booking your exam date. Log in to the exam using your PeopleCert login.

At least 24 hours before the exam, check your device’s compatibility with the testing platform. You should also check that you have a valid photo ID and that you can rotate your webcam 360°. Detailed steps for this check can be found in the Complete Online Exam Guide, which you can download below.

You can start checking in 30 minutes before the exam starts. During this process, you will need to agree to a confidentiality agreement, carefully read and acknowledge the exam instructions, and upload your ID. You will then be ready to connect with a proctor using the "Start now" button.

When your proctor joins the session, you will receive the following instructions:

• Check audio and video performance

• Show your ID on the camera if necessary

• Show your room and desk

• Share your screen with the proctor

• Confirm your personal information. If any information is incorrect, please inform your online proctor.

• Your online proctor will let you know when you are ready to start the exam!

#3. Results

This is what the successful completion email looks like.

Exam results can usually be expected within a week of taking the exam.

The certificate is now downloaded by the participant himself. For reasons of personal data protection, we no longer have access to your certificates. You can simply download the certificate by clicking on the red button that will redirect you to your private profile to log in. Here you can download the certificate.

Don't forget the password you provided during registration.

Taking an exam means investing time, money, and energy. Wouldn't you like to take the exam knowing that if you don't get the result you expected, you can retake it at a fraction of the cost? In case of an unsuccessful result, the Take2 option is available exclusively through Online Proctoring.

If you purchase Take2 and fail your first exam, you can retake the exam at no additional cost. Once your official results are released, you will be notified by email to register for the retake exam. The exam will be conducted via Online Proctoring, which gives you the flexibility to take the exam at a time that is convenient for you. You have up to 6 months to prepare for and take the retake exam from the date of your first exam.

PeopleCert certification exam insurance can be purchased for the following exams:

• ITIL®

• MoP®

• M_o_R®

• MSP®

• P3O®

• PRINCE2®

• PRINCE2 Agile®

**Take2 can be purchased no later than 1 day before the course starts. 

PeopleCert Plus is an exclusive annual membership that gives you access to all the essential tools for successful certification and maintaining your expertise. Whether you’re preparing for ITIL®, PRINCE2®, or other world-renowned PeopleCert certifications, Plus membership gives you a head start.

What you get with membership:

• Access to the official library - get unlimited access to over 150+ official publications - guides, practical guides, templates, studies and more.

• Mock exams & exam insurance (Take2) - prepare without stress. If you don't pass the exam the first time, you have a free second attempt.

• Digital badges and expert profile - Share your achievements with digital certificates and get access to the professional CPD portal (Continuing Professional Development).

• Maintain the validity of certifications - collect CPD points every year and extend the validity of certifications without having to retake exams.

• Exclusive webinars & masterclasses - get access to professional lectures and webinars with experts in practice.

• Practical templates and guides - ITIL® Practice Guides, process templates, roles, checklists, implementation examples and more

Why PeopleCert Plus?

• Higher exam success by preparing with official resources

• Save money on retakes

• Get long-term access to up-to-date know-how

• Ideal for individuals and corporate teams

Membership is not mandatory, but highly recommended – especially if you want access to mock tests, second attempts, or official study materials. The benefits apply to any exam you take during your membership. After payment is received, we will send you an access code and instructions to activate your membership in your PeopleCert account.

*PeopleCert Plus Membership benefits apply to online exam vouchers only.