A hiring manager wants to know that no. ITIL guiding principles. Clearly relates components to both governance and. Practices include other details like data management, technology, and culture. This includes explaining the value of bringing strategic. Let’s continue having a look at some ITIL® interview questions. Review this list of example change interview questions and answers: 1. ITIL®4 Guiding Principles. Deliver and support. Understand and utilize ITSM products that have ITIL aligned functionalities ; There are plenty of ITSM software platforms in the market. Question Type: Multiple Choice ; Total Questions: 40 ; Total. There is no formal independent third-party compliance assessment available to demonstrate. 9. 4. ITIL 4 Managing Professional. The ITIL framework enables IT to be a business. The ITIL service value system. Thankfully, with a few handy examples of how service desk agents can use an ITIL practitioner’s guiding principles, putting ITIL principles into action can become a learned behavior, and eventually second nature for your team. how the seven ITIL guiding principles can help an organization adopt and adapt service management the four dimensions of service management the purpose and components of the ITIL service value system the six activities of the service value chain, and how they interconnect the purpose and key terms of 15 of the 34 ITIL practicesITIL 4 includes the service value system (SVS) and the four dimensions model. In fact, you may notice similarities between the ITIL 4 Guiding Principles and The Agile Manifesto. • 34 ITIL practices. These service value chain activities in the ITIL 4 service value system represent the steps an organization takes in the creation of value. 2020. It guides teams to a holistic, business and customer-value frame of reference, and encourages a more flexible approach based on how your team works. Progress Iteratively 6. ITIL - Overview. ITIL's best practices enable a better consumer service experience and, as a result, higher retention of customers. Start where you are. Through a series of self-paced learning, practice quizzes and exams, students become acquainted. Build and maintain an emergency fund. 5 minute read. 1. 5. 1 Describe the nature, use and interaction of the guiding principles 4. 3)Subject. change authority A person or group responsible for. Download the free PDF now. IdentifytheCABownerwhowillbeaccountableforCABownerduties. And by optimizing value streams, service managers will be able to automate more – such as remote monitoring and support. It aims to ensure that IT services support core processes of the business. As the SVS has interfaces with other organizations it forms an ecosystem and can also create value for those organizations,. ITIL, as a specific framework within the broader concept of IT Service Management (ITSM), aligns closely with ITSM principles. The ITIL Master certification validates the candidate’s ability to apply the principles, methods, and techniques from ITIL in the workplace. Enroll in the KnowledgeHut’s Information Technology Infrastructure Library certification to strengthen your knowledge and advance your career in Vendor management and IT. Here are all of our Guides. A reddit for information, news, tips and questions about ITIL (IT Infrastructure Library - a framework for IT Service Management), and the standards, models and frameworks that most closely align with ITIL/IT Service Management. KnowledgeHut Published 05th Sep, 2023 Views Read Time 10 Mins In this article ITIL®, or Information Technology Infrastructure Library, is an IT service. Start where you are. In ITIL, the IT operations team will receive code from the software developers and decide when and how to deliver the service while maintaining uptime for existing services. Top 15 certifications for enterprise architects. The four dimensions of ITIL 4® are ingredients needed to create high quality products and services which deliver value to customers: Organizations and people. ITIL. ®. ITIL is the integrated and process-oriented framework to align the services and operations. ITIL 4 Specialist: Create, Deliver and Support. Here are just a few ITIL operations KPIs to keep in mind: Incident response time: This is how long it takes between when the incident report comes in and when it is resolved. By establishing cost-effective practices, ITIL creates a foundation that supports growth, scalability, and change within the organization. In its current form, known as ITIL 2011, ITIL consists of five volumes. Developing a Gap Analysis All transition projects will. Summary. Understanding the NOC’s Role in ITIL Service Operation. ITIL offers a clear, consistent, and repeatable workflow NOCs can follow to achieve that objective—the “plays” in the playbook. ITSM refers to the process of managing IT services within an organization. COBIT and ITIL are both regarded as important analytical tools for governing IT services. 8. Strategy management for IT services. ITIL Service Design. ITIL 4, released in 2019, is the latest edition and fourth major update of the world’s most recognized and adopted Service Management framework. As the customer reaches out with a question or issue in need or resolution, a support agent will create a new case. Stephen Watts. Here are 20 examples of guiding principles to help you establish fundamental values for your company: 1. History. Quickly enroll learners & assign training. , enters the Service Operation stage). ITIL 4 focuses more on the concepts of costs, outcomes, risks, and value. Project management is the process of using precise methods and concepts to initiate, plan, execute, and manage how new projects or changes are implemented inside an organization. access to a community of like-minded professionals and experts. 3 ConfirmtheCAB’sstandardagenda. Here are the four ITIL® dimensions of service management - Organizations and people Information and technology, Partners and suppliers, and Value Streams & Processes. Even though it might seem that DevOps principles clash directly with the more structured principles of ITIL, DevOps does have the ability to develop around the tried-and-true ITIL best practice and strengthen the structure together to provide better business outcomes. Order LOMA 280 printed textbook. Would any of the ITIL Principles do the same? Answer: When it came time to develop a critical trading application with a firm launch date,. ITIL: ITSM: Definition: The best practices of ITSM are taught by ITIL: Managing services that need to be delivered to customers: Function: ITIL is one of the frameworks needed to implement ITSM: ITSM has many other frameworks like six sigma, DevOps, COBIT, etc: Acronym: ITIL is no longer called IT infrastructure library according to ITIL v3ITIL 4 updates the principles, practices, terminology, and models needed to achieve and sustain those outcomes to better fit the situation we find ourselves in today. This register provides details of any individuals who have achieved an. e. Supplier management. The ITIL best practices framework is based around five Service Lifecycle modules: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. The following are the steps of the incident management process: Step 1: Incident identification. As far as ITIL is concerned, it means that we’re moving to a new state in a way that affects IT services or its components. 11. Integration of governance and management. It has gone through several iterations since then and is now more. The ITIL 4 Foundation course. 0 standard. Focus on Value Everything the organization does should create value for stakeholders. 4 GPA. In general, the ITIL guiding principles are the core messages of ITIL 4 and of the ITSM. ITIL helps businesses manage risks, disruptions, and failures, contributing to a stable-yet-flexible environment. Managing change interview questions with sample answers. ITIL provides a framework to navigate the complexities of technology implementation. 1. The ITIL® 4 Foundation Certification Training Course introduces the core concepts and principles of ITIL® 4, equipping them with a foundational understanding of the IT Service Management framework and its modern, agile, and end-to-end service lifecycle management practices. The ST module focuses on the process and practice elements and management techniques required to build, test and implement products and services. ITIL release management. Cost: $650 for the exam and certification. The goal of any organization is the delivery of value for its stakeholders. General Management Practices Heightened risk management and stability. This practice helps organisations improve the way that they use data. ITIL 4 Service Transition. It offers a wealth of practical guidance for the modern service manager. Some notable examples include. This ITIL process framework is relatively similar to that of ISO 20000 of ITIL Version 2 but includes Service Portfolio Management from later ITIL versions. 5. ITSM is how firms use ITIL principles to manage and provide services to their end-users and customers. All of them are well worth a read. They contribute to the service value chain activities and ensure. The ITIL v4 framework is composed of 34 processes organized into three management phases. Processes. The descriptions of ITIL roles and responsibilities we have written here are summarized to be short and only show up the main characteristics of a specific ITIL role according to ITIL 4. The first principles of ITIL were created in the late 1980s and were put together as a framework of best practices to help organizations attain maximum value through information technology (IT) services. List three characteristics of erythrocytes {red blood cells). Co-source: it's a combination of insource and outsource. —Common proverb Nonfunctional Requirements As opposed to functional requirements, which specify how a system responds to specific inputs, nonfunctional requirements are used to specify various system qualities and attributes, such as: Performance: How fast a system should respond to requests. This interconnected system is intended to provide constant IT services. There are 6 governance system principles in COBIT 2019, compared to 5 in COBIT 5. This article brings together the thoughts of leading IT service management professionals on how the guiding principles. Each activity transforms inputs into outputs. The best practice community that's all about you. Capacity management. Our video series about the "simple principles of good service management" on the YaSM site explains these principles in plain language and is perfect to get started. It is a centralized database of active IT services from the IT service portfolio. (Delphi Method) assessments. Service level management. ITIL principles are vendor neutral, and are used for two fold benefits- increase productivity of IT folks and reduce costs of IT operations. Service strategy. 100%. e. This is taken from the previous version of ITIL and the ITIL 2011 Glossary: “The implementation and management of quality IT services that meet the needs of the business. ITIL 4 offers a more holistic and flexible frame of reference, while embracing modern ways of working like agile and DevOps. At the strategy level, Version 3 Best Practices specifically invites the business manager into theThe most recent ITIL version, ITIL 4, comprises five volumes — namely, Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement — that detail 34 ITSM practices. ITIL is a set of practices. The ITIL 4 Guiding Principles promote collaboration, simplicity, and feedback. Read on to explore the ITIL certification, its benefits, and. Q21. specify how to measure success using metrics — bonus points if you can link to a dashboard that tracks those metrics. Welcome To The Itil Open Guide! The Information Technology Infrastructure Library (ITIL) defines the organisational structure and skill requirements of an information technology organisation and a set of standard operational management procedures and practices to allow the organisation to manage an IT operation and associated infrastructure. Value streams and workflows. ITIL certification is not achievable, because ITIL® is a framework of guidance and not a standard; however, an organization can achieve ISO/IEC 20000 certification. Service portfolio management. 11. 7 time management skills. ITSM is a broader discipline that encompasses IT service delivery. The current edition of ITIL, the ITIL 4, is based on earlier iterations and has changed most of the older principles. Certified ScrumMaster (CSM) Scrum is the most popular Agile methodology, and being certified in Scrum can give you the specific tools to actually bring Agile concepts to life in the workplace. Incident management and service request management are the classic ITIL practices; previously they were one process but later separated. Information and technology. com predicting a typical annual income of close to $95,000. Think and work holistically. There are no fixed training materials and/or examination; an ITIL Master-level candidate must be able to demonstrate implementation of ITIL principles in real-life situations. The ITIL V3 framework describes five stages in the ITIL service lifecycle: ITIL service strategy. Options are : Organizations and. 3. 10. The following are the steps of the incident management process: Step 1: Incident identification. Topic 5 – Purpose and Components of the ITIL Service Value System g. As a Microsoft Azure Administrator, you will be responsible for the design, deployment, and management of Azure services and resources, ensuring the organization's cloud infrastructure is secure, efficient, and aligned with business objectives. Focus on value. This ServiceNow ITIL blog discusses how ServiceNow ITIL works and how it improves your business. Price. Get it now. Each of the five stages is focused on a specific phase of the service. Instead of specifiying a fixed set of processes, ITIL V4 introduces a holistic approach and shifts the focus on 34 'practices'. It involves defining the services that the organization will offer, strategically planning processes, and recognizing and developing the required assets to keep processes moving. And there are many ways to achieve this: new products or services may increase profits, automating workflows may reduce costs, and switching to more reliable suppliers may reduce risk. We examine the components of the model, the different types of assessments available, and how. Departments and projects that are based. The best way to understand these principles is to visualize how they play out in your business. The 7 Guiding Principles of ITIL 4. 4. Focus on Value. That’s it. Collaborate. The 7 ITIL guiding principles are universal and enduring. 日本語 IT Jargon Explained ITIL Aside from being yet another IT acronym, ITIL (which, by the way, stands for Information Technology Infrastructure Library) is a framework of best. Lakeside provides IT help desks and service desks with thousands of real endpoint data. In the past three decades, the ITIL framework and best practices have undergone several changes and improvements. It is an overlapping phase between the Service Transition and Service Operation phases of the service lifecycle. The remuneration for individuals who can perform the jobs is quite high, with Payscale. Processes are a group of activities that set a path toward a goal. Everything that the organisation does needs to deliver, directly or indirectly, value for the stakeholders. ITIL 4 Problem Management. Discover the Extension Modules. Employing ITIL 4’s seven guiding principles. ITSM: At its core, ITSM is about action. SDLC provides a well-structured flow of phases that help an organization to quickly produce high-quality software which is well-tested and ready for production use. Value streams and processes. Practice. 2. To create value, the enterprise must balance benefits, risk, and resources, and develop an actionable strategy and governance system. Collaborate and promote visibility. Everything the organization does should create value for stakeholders. In this accredited ITIL® 4 Strategist Direct, Plan and Improve Path, you’ll learn practical skills necessary to create a learning and improving IT organization, with a strong and effective strategic direction. This is very critical to ensure the effective use of the framework and to address real world challenges of service management. It consists of several steps that must be carried out to resolve and document the incidents. This article gives an overview of the new ITIL Maturity Model, the first of its kind from Axelos, the creators of ITIL 4. Progress iteratively with feedback. Q22. The four dimensions of service management. Who uses ITIL? ITIL is used by many organisations across the world, both large and small, and public and private. Keep It Simple. It considers all the dynamics of the current organization scenarios like innovation, speed to market, responding to the market dynamics quickly, scaling resources dynamically etc. Start where you are. VYour . Let’s dive into seven incident management best practices. Early Life Support (ELS) is your chance to use the knowledge and experience gained in Service Transition once the service becomes live (i. In a way, ITSM encompasses ITAM. Collaborate and promote visibility. The scope of Tier-4 IT-Support: Outsourced support for products or components that are not directly serviced by the organization. 5) Think and work holistically. The phrase service strategy refers to the phase of the ITIL process that syncs business goals with the IT service lifecycle. ITIL service design provides assistance when it comes to designing and developing services and service management. 3 GUIDING PRINCIPLES. Although experts differ on what steps are included in the process, a simple IT risk management process usually includes the elements. ITIL® 4 Foundation Test Preparation is designed to introduce learners to the key concepts, terminology, and best practices for creating, and improving the quality of IT services across the IT organization. ITSM Defined. They are : Keep it simple and practical. This needs appropriate management practices for. The ITIL stages encompass 5 phases: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. From submission and routing, to service request approvals, monitoring, and. The ITIL 4 guidelines instead use “practices. It is a set of recommendations by ITIL 4 that guide an organization throughout its service management lifecycle, irrespective of changes that occur in the goals, strategies, or in structure of the organization. (July 2023) ( template removal help) The Information Technology Infrastructure Library ( ITIL) is a set of practices and a framework for IT activities such as IT service. Some of the main concepts and principles ITIL manages. Enrolling in Courses With Proctored Exams. ITIL 4 Extension Modules. 4 Management Practices. 1. Question Type: Multiple Choice ; Total Questions: 40 ; Total. Demo CSM. " Why InvGate Service Desk is the best helpdesk and ticketing. Start where you are. Jobs. The Service Value System is the new architecture of ITIL 4. Service strategy is the identification of what services your IT organization should offer and for what customers. He then compares the major differences in ITIL® 4: the four dimensions, the service value system, the service value chain, and the guiding principles and practices. d. Learn how ISACA’s Control Objectives evolved into COBIT, a globally respected framework for the governance and management of enterprise information and technology, and how COBIT 2019 builds upon this rich history. Keep it simple and practical. 7. ITIL 4 is an exciting look at how service management is progressing, so enjoy your journey. It’s most widely used by organizations—from small businesses and non-profits to large enterprises—but a SWOT analysis can be used for personal purposes as well. The four dimensions are: · Organizations and People. ITIL provides detailed best practices and guidelines for various aspects of IT Service Management, such as Incident Management, Problem Management , Change Enablement, and Service Level Management. DevOps is the practice of bridging the gap between development and operations. The ITIL® 4 Foundation Certification Training Course introduces the core concepts and principles of ITIL® 4, equipping them with a foundational understanding of the IT Service Management framework and its modern, agile, and end-to-end service lifecycle management practices. Read the Full Stack ITSM service desk best practice guides (PDF) from ManageEngine ServiceDesk Plus. 1. If you require in-depth information on a role's tasks and responsibilities, visit and read the main process lessons in which the role pertains to. Products. 4) b) Start where you are (4. It guides teams to a holistic, business and customer-value frame of reference, and. ITIL is intended to embody a set of principles—including value, transparency, collaboration, simplicity, holistic approaches, and a focus on user experience. principles, and processes of ITIL® 4, enabling them to align IT services with business objectives and deliver value to their organizations. Problem management works alongside incident management and other ITIL practices to form an overall ITSM strategy. For IT professionals, an ITIL Certification can help demonstrate in-depth knowledge of the IT Service Management Lifecycle. These stages are interlinked and are briefly covered in the Free ITIL Foundation Overview course. They are grouped as: 17 service management practices. 42 min read. This ServiceNow ITIL blog discusses how ServiceNow ITIL works and how it improves your business. ISO 9000 is defined as a set of international standards on quality management and quality assurance developed to help companies effectively document the quality system elements needed to maintain an efficient quality system. Axelos defines the following 7 seven guiding principles in the ITIL 4 foundation book. According to ITIL ® 4, this direction usually comes in two forms: strategies and policies. 3. About this document ITIL® 4 has been created to help organizations meet increasing demands from the current complex digital environment. The move from processes to practices. They serve as a centralized system for managing the entire IT environment. ITIL definition: ITIL is a set of well-defined guidelines that helps Software professionals to deliver the best IT services. It covers complete spectrum of people, processes, products. Demand management. User. Here is some ITIL service catalog example that strives to meet your company's specific requirements: Providing assistance to your end users, access request equipment, and get access. This document provides practical guidance for the service level management practice. The Service Value System is the ‘big-picture’ architecture of ITIL 4, designed to help service organizations take a more holistic, joined-up approach to service management. Core principles. They are designed to guide decisions and actions so the people who are responsible for managing and operating the organization’s service portfolio can benefit from these high-level best practices. Define your business case. Emphasizing quality within your company encourages professionals to create work that exceeds expectations. 1. Covering the enterprise end to end. ITIL 4 guiding principles. The ITIL framework works on the establishment of service principles, processes, and performance measures. The ITIL® 4 Foundation Certification Training Course introduces the core concepts and principles of ITIL® 4, equipping them with a foundational understanding of the IT Service Management framework and its modern, agile, and end-to-end service lifecycle management practices. Service transition. ITIL® is a registered trade mark of AXELOS Limited Term Definition capacity planning The activity of creating a plan that manages resources to meet demand for services. ITIL emerged in the 1980s as an ad-hoc collection of IT best practices and checklists. Four Service Tiers are identified for services and their related systems based on their criticality: · Tier 3: Business Operational Non. A simple illustration shows how muda, mura, and muri often are related so that eliminating one also eliminates the others. ITIL (Information Technology Infrastructure Library): The ITIL (Information Technology Infrastructure Library) framework is designed to standardize the selection, planning, delivery and support of IT services to a business. Collaborate and promote visibility. For IT professionals, an ITIL Certification can help demonstrate in-depth knowledge of the IT Service Management Lifecycle. Some companies also use the “W” in MoSCoW to mean. Topic 3 – ITIL Guiding Principles e. Emphasizing quality. On a conceptual level, Spiceworks IT help desk does not have the functionality to align with Information Technology Infrastructure Library (ITIL) principles, a collection of IT best practices for. City, State, Zip Code. Read on to explore the ITIL certification, its benefits, and. See moreITIL 4 and Agile principles compared Individuals and interactions over processes and tools Working software over comprehensive documentation Customer. Categories. In this article we’ll explore processes and functions for each. ITIL is a framework providing best practice guidelines on all aspects of end to end service management. The Information Technology Infrastructure Library was originally created back in the 1980s as a collection of books each volume of which covered a specific IT Service Management practice. Gartner prides itself on its reputation for independence and objectivity. IT Service management is a systematic approach to deliver value to customers through IT services. Today, these revisions span four versions and. It offers a fresh, agile, and directly applicable approach. Not only will these help the analysis quality, these will also help the analyst gain trust and buy-in from stakeholders, clients, or patients. 3 GUIDING PRINCIPLES. And what is more, ITIL is not a standard but a set of recommendations. The processes include the following: ITIL Service Strategy. This strategy was designed to align closely with ITIL 4 principles. Key principles and points of differentiation are summarized below. Requests can come in many forms, whether it is a request for access, information, or even feedback. Asset and configuration management are among the many ITSM processes, and a. The four dimensions of service management. Problem Management is an IT service management process tasked with managing the life cycle of underlying "Problems. The COBIT framework is published through the Information Technology Governance Institute (ITGI), a branch of the Information Systems Audit and Control. During a user access review, an application business or IT owner may discover that users who left the enterprise or transferred to another team in the enterprise continue to have. There are several formal ITIL processes that are related to release management, primarily the release and deployment management process, which "aims. Then, the strategy and continual improvement phases provide support and envelop the cycle. The ITIL 4 Extension Modules have been created to extend the main ITIL 4 framework and provide organisations and professionals with the guidance to address and harness the challenges and opportunities presented by emerging technologies and themes that impact their operations. Its research is produced independently by its research organization without input or influence from any third party. The current form of ITIL has five core parts, each covering different stages of ITSM lifecycle. In this video, learn how to explain a few ways you might apply some of the seven ways to the ITIL® Foundation concept of the guiding principles, to the following principles: focus on value, start. ITIL Version 3 Best Practices includes five lifecycle phases (each with its own guidebook): Strategy, Design, Transition (which covers implementation and change), Operations and Continual Improvement. This is done to guarantee that the final objective is constantly kept in mind during all phases of the ITIL lifecycle for services. COBIT (Control Objectives for Information and Related Technology) framework is designed to facilitate the way information technology is developed, improved, implemented, and managed. ITSM is an acronym for Information Technology Service Management. Observe Directly 7. ITIL Tutorial. . Quick Guide. 2. Focus on value. Proven ITSM principles are now being increasingly applied to other business departments such as facilities, HR, and finance, giving rise to enterprise service management (ESM). Phases in the ITIL V3 service lifecycle. Browse through our libraries of online resources for you to stay up-to-date on all that is changing your software development, IT ops, cyber security and more. Partners and suppliers. The devil is in the details. Effective User Access Reviews. November 8, 2023 |. The individual practice documents are very comprehensive, some. The goal is to improve efficiency and achieve predictable service delivery. Topic 6 – Activities of the Service Value Chain h. ITIL describes processes, procedures, tasks, and checklists which are neither organization-specific nor technology-specific. the central cube – within the ITIL service value chain (shown below). Integrate new technologies. Its research is produced independently by its research organization without input or influence from any third party. Professional Summary. The Four Dimensions describes a balanced focus to the ITIL SVS through a holistic and effective approach. ITIL 4, the recent update to ITIL standards, represents a paradigm shift for IT teams. This ITIL process framework is relatively similar to that of ISO 20000 of ITIL Version 2 but includes Service Portfolio Management from later ITIL versions. Infosec Skills makes it easy to manage your team’s cybersecurity training and skill development. These dimensions are applicable to the service value system in general and to specific services. ITIL (Information Technology Infrastructure Library) ITIL is the most widely adopted framework for implementing and documenting ITSM. Continual Service Improvement (CSI) - ITIL ® v3 Intermediate Service Lifecycle Module. Becoming a Certified ScrumMaster (CSM) means taking the corresponding course and passing the exam. ITIL 4 includes the service value system (SVS) and the four dimensions model. The 4P's of service design are a crucial part of the ITIL Service Design module. Start Where You Are 4. MyAxelos is aligned to our core best practices (ITIL®, PRINCE2®, and MSP®) to give you the tools, resources, and know-how you need to succeed in your role. ITIL V4 is no longer prescriptive about processes but shifts the focus on 34 'practices', giving organizations more freedom to define tailor-made. In this guide, Atlassian and AXELOS have partnered to help jumpstart your agile journey. Identify the missing word in the following sentence. A low MTTR indicates quick and effective service. The ITIL 4 Create, Deliver and Support book covers the Design & Transition, Obtain/Build, and Deliver & Support activities – i. Quality Glossary Definition: ISO 9000 series standards. It was developed in 2005 by ISO/IEC JTC1/SC7 and revised in 2011 and 2018. ITIL®4 Service Value Chain Model. 1. These are: Service Strategy. Most practitioners use a scale of 1 to 5, whereby 1 is a critical or major incident, and 5 is a minor request or a "nice to have. Excellent problem-solving and analytical skills. The ITIL 4 Service Value System involves all the inputs, outputs, and elements required for service management. If any one of the 4P's is not present in the system, the activities of service design stage cannot be completed successfully. ”. ITIL® 4 Foundation Test Preparation is designed to introduce learners to the key concepts, terminology, and best practices for creating, and improving the quality of IT services across the IT organization. Service continuity management. This stage lays down and determines the services that the IT organization will provide and also what competencies need to be created, starting with an. The term MOSCOW itself is an. What would you do if your manager requested you change your way of working for a project? Being a part of a project means having to adapt to how the project is developing. Start where you are. (especially if an account uses ITIL principles), and pain points (system malfunctions, capacity issues) existing in an environment. Here's a list of five types of ITIL certifications:.