What is ITIL 4 Certification? Is It Right For You?

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Inefficient processes, service downtime, and high costs often challenge organizations adopting new technologies and modernizing their operations. An ITIL certification validates your IT team's expertise and proves they can deliver IT services effectively to streamline processes.

Without a standardized approach, IT services can quickly become disorganized, leading to costly delays, wasted resources, and extended outages that disrupt operations and hurt customer satisfaction.

ITIL certification will equip your IT team with the tools to optimize processes, minimize downtime, and cut unnecessary expenses. This framework allows IT professionals to organize better digital infrastructures that align with your business's operations.

Equip your organization with ITIL certification to avoid inefficiencies in your business operations. Read on and discover how it can transform your IT services and elevate your team's performance and career potential!

What is ITIL Certification?

ITIL certification is a globally recognized credential that equips IT professionals with the skills to align IT services with business needs, streamline operations, and enhance service delivery. Developed as a framework for IT Service Management (ITSM), ITIL offers a structured approach to designing, implementing, and improving IT services, making it invaluable for individual IT professionals and organizations.

An ITIL certification enables professionals to apply "good practices"—tested, adaptable methods—to solve real-world IT challenges, a concept often captured by the ITIL mantra “adopt and adapt.” This approach emphasizes practical solutions over rigid "best practices," focusing on what works best within each unique organizational context. For organizations, ITIL-certified teams are better positioned to drive operational improvements, enhance data security, and maintain high service standards, all while staying aligned with company objectives.

Administered by PeopleCert, the ITIL certification process involves training and exams. Each ITIL course provides an exam voucher (issued by PeopleCert), ensuring standardized access to certification across training providers. Successfully passing the ITIL exam validates a professional’s proficiency in the framework, enabling them to bring client-focused, efficient IT service management strategies to their roles.

>ITIL 4 Certification Levels

ITIL 4 offers a comprehensive certification framework to equip IT professionals with the knowledge and skills to enhance IT service management. The certification levels reflect varying depths of understanding and practical application of ITIL principles, making it accessible for individuals at different stages of their careers. Here's a breakdown of the key certification levels:

For a more complete description of the ITIL certification levels, see our post on ITIL certification levels.

Benefits of ITIL 4 Certification

Earning an ITIL 4 certification can be a game-changer for both IT professionals and organizations. It provides a structured approach to IT service management (ITSM) and demonstrates a commitment to best practices. With ITIL-certified professionals, organizations can enhance IT operations, support business objectives more effectively, and achieve greater efficiency.

For Professionals

ITIL certification significantly enhances career prospects. Recent data shows that ITIL-certified professionals earn, on average, 13% more than their non-certified peers, with annual salaries often exceeding $100,000 in certain roles.  ITIL certification makes candidates more competitive, as nearly 90% of Fortune 500 companies use ITIL practices.

Benefits for certified professionals include:

• Increased employability: ITIL certification validates skills that are widely recognized and valued.

• Higher earning potential: Certified professionals often command higher salaries and qualify for more senior roles.

• Career advancement: ITIL 4 certification helps overcome barriers for those without formal ITSM training, opening paths to strategic roles.

• Enhanced expertise: Certified individuals gain a deep understanding of industry best practices in service quality, risk management, and IT-business alignment.

For Organizations

ITIL certification offers organizations a structured way to align IT operations with organizational goals. Certified ITIL professionals help improve efficiency, reduce downtime, and enhance service delivery. Research shows that organizations with ITIL-aligned frameworks experience:

• Up to 40% reduction in downtime: Minimizing disruptions to critical business functions (Forrester, 2023).

• 30% improvement in customer satisfaction: Consistent, reliable IT services boost customer confidence and satisfaction.

Certified professionals provide additional organizational benefits:

• Effective resource management: Ensures resources are optimized, and IT services directly support business priorities.

• Scalable, reliable processes: Certified professionals contribute to establishing processes that are consistent, effective, and scalable as the organization grows.

• Better risk management: A structured approach allows for proactive risk assessment and mitigation.

• Enhanced customer satisfaction: Reliable service delivery increases customer trust and loyalty.

ITIL 4 certification benefits individuals and organizations by providing a clear framework for improving IT services. ITIL certification is a valuable investment whether you're looking to advance your career or support organizational success.

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Industry Examples

Disney’s ITIL journey highlights how structured IT service management can drive efficiency, reliability, and alignment with organizational goals in high-demand environments. The Walt Disney Company began implementing ITIL practices in the mid-2000s, focusing on its largest division, Theme Parks & Resorts, which generates around 30% of Disney’s revenue and serves over 118 million guests annually. This segment operates like a city, with hundreds of applications and thousands of servers supporting daily operations across parks, resorts, and customer service teams​.

Under Glen Taylor, VP of Technology, Disney adopted ITIL to create a proactive, standardized IT environment to reduce disruptions and improve guest experiences. The ITIL framework enabled Disney to ensure seamless service delivery, decrease incidents, and support its customer-centered strategy by building reliable, scalable processes.

Key outcomes from Disney’s ITIL adoption include:

• Enhanced Service Reliability: ITIL helped Disney maintain high availability in critical IT services, supporting the goal of an uninterrupted guest experience.

• Reduced Service Disruptions: Standardized change and incident management practices minimized IT disruptions, ensuring alignment with Disney’s guest-centric operations.

• Increased Staff Engagement and Expertise: Disney trained 250 IT staff in ITIL Foundation, with 50% opting for certification, and selected 20 “ITIL champions” to promote adoption across the organization.

• Better Customer Experience: ITIL-supported systems facilitated technology advancements like real-time ride wait times and mobile inventory tracking, contributing to an immersive experience for guests.

Disney’s ITIL implementation demonstrates how aligning IT services with organizational goals through structured IT service management can significantly boost operational performance and customer satisfaction.

Preparing for ITIL Certification

One common question for those pursuing ITIL certification is whether preparation is necessary before starting the course. Many ask, "Should I prepare before taking the class to pass the exam?"

The answer is no—prior experience and preparation are not required. Accredited training providers like New Horizons offer comprehensive courses that supply all the necessary resources and guidance. These courses are immersive and cover all foundational ITIL concepts over a few days, so whether you're new to IT service management or have some background, you'll be fully equipped for success.

The ITIL Foundation exam consists of 40 questions to be completed in one hour, requiring at least 26 correct answers (65%) to pass. With no prerequisites, the Foundation level is open to anyone. Accredited courses also include exam vouchers and practice materials to reinforce essential concepts, making the journey toward certification smooth and accessible for all skill levels.

ITIL 4 in Practice

So, what's next after passing an ITIL exam? Now that you're a certified ITIL professional, you can apply its principles within your organization or leverage it as a credential to pursue roles requiring IT service management expertise.

With ITIL 4's adaptable framework, you'll be able to tailor IT practices to your organization's needs, seamlessly integrating with diverse IT environments and supporting evolving technologies. These certifications enhance your credibility, equipping you to provide structured, client-focused service management that aligns IT with organizational objectives—an invaluable asset for both internal roles and client-facing positions.

Conclusion

ITIL 4 certification is a valuable asset for IT professionals aiming to advance their careers and for organizations striving to enhance IT service management. By equipping individuals with the skills to address modern IT challenges and align services with organizational goals, ITIL 4 drives both operational efficiency and career growth.

New Horizons offers ITIL 4 certification training to help you elevate your IT expertise. Explore our courses and training paths to begin—or accelerate—your ITIL journey today and make a substantial impact in IT service management.