ITIL® Frequently Asked Questions

Answer all of your questions

ITIL® 4 is the latest version of ITIL and provides a digital operating model that enables organizations to co-create effective value from their IT-supported products and services.
ITIL 4 builds on ITIL’s decades of progress, evolving established ITSM practices for the wider context of customer experience, value streams, and digital transformation. ITIL 4 also promotes greater alignment with new ways of working, such as Lean, Agile, and DevOps, to co-create business value.

ITIL® stands for Information Technology Infrastructure Library which defines the best practices for IT Service Management. ITIL® first release was in late 1980’s, then ITIL® v2 in 2001, then ITIL® v3 in 2007, then few minor updates to ITIL® v3 in 2011, and ITIL® v4 in 2019

The latest release of ITIL®V4 is designed to focus more on value and digital transformation for better productivity and customer experience.

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.

Axelos has released the ITIL® Foundation certificate on 28th February 2019. Other levels of education are expected to be scheduled for late Summer 2019.

In order to keep updated yourself with the latest ITSM best practices, yes; you will have to take ITIL®v4.

Yes, you will have to complete your ITIL®v4 foundation and after that you can take Managing Professional (MP) Transition to become ITIL® Managing Professional.

If you do not have 17 points, then you can continue your ITIL® v3 intermediate and MALC journey and then take ITIL® v4 Managing Professional (MP) Transition course, to become ITIL® Managing Professional.

The ITIL® 4 Foundation certificate does not expire, so there is no process of renewing.

For native English speakers 60 minutes. Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 75 minutes in total.

This is a ‘closed book’ exam. The ITIL Foundation publication, ITIL® 4 edition, should be used for study, but is NOT permitted to be used in the exam.

You will need to get 26 questions correct (65%) to pass the exam.

Classic, Negative, Missing word, & List

The questions are all ‘multiple choice’. For the ‘standard’ questions, you have a question and four answer options. ‘Negative’ questions are ‘standard’ question in which the stem is negatively worded. For the ‘missing word’ questions, there is a sentence with a word missing and you have to select the missing word from four options. For the ‘list’ questions, there is a list of four statements and you have to select two correct statements from the list.

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If you have passed the ITIL v3 Foundation earlier, then the recommended next step will be ITIL 4 Foundation in order to be able to transition to the new ITIL 4 scheme. There is a large amount of new training material in ITIL 4 Foundation, covering many new concepts such as Service Value, new ITIL Practices, therefore a new single exam is required to assess end learner’s knowledge of the new ITIL 4 Foundation guidance.
Alternatively, If you had 17 credits from the ITIL v3 scheme which would make you eligible to take the ITIL Managing Professional transition module to migrate to ITIL 4 scheme.
If you hold three to four credits beyond foundation, you have two recommended options to transition to ITIL 4 dependent on what you want to achieve in the scheme.
Option 1: you can take ITIL 4 Foundation and a further module in a preferred area of interest, becoming either an ITIL Specialist, Strategist or Leader.
Option 2: you can work towards collecting 17 credits from ITIL v3 or you are an ITIL V3 Expert, then you are eligible to take the ITIL Managing Professional transition module. The benefit of this is that you are eligible to fast track past the v3 Managing Across the Lifecycle course and exam.
If you have achieved six credits or more since v3 Foundation, then it is in your interest to continue collecting v3 credits to prepare for an easy transition to ITIL 4 and gain the ITIL Managing Professional designation.
You will need to reach 17 credits to be eligible to take the ITIL Managing Professional transition module. This benefits you as you will then become eligible to fast track past the v3 Managing Across the Lifecycle course and exam.
After achieving the ITIL Managing Professional designation, you would only need to complete the ITIL Leader Digital & Strategy module if they are interested in pursuing the ITIL Strategic Leader stream.
Once you have completed both streams you are eligible to move towards ITIL Master. Further details about ITIL Master will be released at a later date.

PeopleCert is the body that governs the accreditation, assessment, and certification of professional talent or skills. They are partners with organizations like AXELOS and other government bodies to deliver exams in multiple formats (classroom/virtual) globally.
1WorldTraining is accredited by PEOPLECERT on behalf of Axelos. We deliver training in 2 formats that prepares you to clear certification exam in the first attempt:

* Instructor-led live online training
* Self-paced e-learning

You can find more details about PeopleCert here.

AXELOS works towards developing, enhancing, managing and promoting frameworks and methodologies that are widely accepted by professionals across the globe in IT service management, project, program and portfolio management, and cyber resilience.
ITIL is a framework developed by AXELOS that is adopted by the public, private and voluntary sectors in more than 150 countries. You can find more details about AXELOS here.

ITIL certificates are specially designed so that the candidates become familiar with proven best practice of IT Service Management (ITSM).

By attending an accredited training, with professional and accredited lectures who have many years of practical experience, the candidate can show – also by passing the official exam – that he/she has achieved a well-recognized level of knowledge.

Since it’s first appearance in the market ITIL has been the de-facto standard for IT Service Management (ITSM). Recently ITIL 4 was introduced, which stands on the shoulders its predecessors.
Whether you or your organization is planning the transition to ITIL 4 is your choice. We recommend new learners to start with ITIL 4.

Those of you who already invested in ITIL v3 or ITIL Edition 2011 have the choice to continue this learning path or transition to ITIL 4. Please contact our education experts for assistance or schedule a free learning consult.

The ITIL certificate is valid worldwide. It is proof of knowledge you gained by attending a training (either eLearning or classroom) at an accredited organization, by an accredited trainer and passed the examination.

E-learning is the quickest, most affordable way to an ITIL certification. Foundation pack includes additional study material, full tutorials, exam questions etc. A foundation exam voucher can be purchased separately and must be used during the validity period of 12 months. Another way to get training is through classroom training which usually is carried out for 2 days. Foundation training helps you to understand the key concepts and the terminology in the newly updated ITIL Framework. You sit the ITIL exam on the final day of the training. The cost of the training varies according to the location of the candidate.

All instructions on how to book your exam will be sent with your exam voucher.

ITIL 4 Exam Vouchers are valid for 12 months.

There are no mandatory prerequisites to attend the training or ITIL 4 Foundation exam. A basic understanding of service Management concepts is helpful. ITIL 4 Foundation certification is in itself a prerequisite for other high levels in the ITIL certification process.

ITIL offers five different certification levels:

• Foundation
• Specialist
• Strategist
• Leader
• Master
Check our website or contact our education experts for assistance or schedule a free learning consult.

ITIL 4 Take2, allows you to take retake of exam, 2nd time, if you fail in 1st attempt.

For the ITIL Foundation Exam, candidates will need to get 26 correct answers from a total of 40 questions.

The ITIL 4 Foundation certificate will never expire.

ITIL 4 should be seen as an expansion replace with evolution of the time-tested ITIL framework, not a replacement ITIL 4 and ITIL V3 provide guidance based on the same underlying principles, but ITIL4 takes a new approach to present this guidance. While ITIL 4 retains many of the core elements of ITIL V3, and much of the existing guidance will be recognizable in parts of ITIL 4, THE NEW modules are distinct from the old ones.

The benefits of ITIL will vary from organization to organization depending on the type of organization, its size and use of IT, the market it operates in and what its business objectives are. Generally the successfully adoption of ITIL can help organizations improve services by providing ways of helping it to manage business risk and service disruption or failure, improve and develop positive relationships with its customers by delivering efficient services that meet their needs.

A modern learner in our current era is of multiple talents. T-Shape -, ∏-shape – or comb-shape profiles are in high demand.

1 world training offers a wide range of best practice training that you can use to create your personal learning path.

Please contact our education experts for assistance or schedule a free learning consult.

Often we also recommend VeriSM Plus, as VeriSM™ Plus looks at progressive practices and how they relate to Service Management. The certification focuses on the impact of progressive practices and innovative technologies on modern Service Management.

FAQ’s for Lean Six Sigma

Lean is a collection of techniques that helps in the reduction of time while delivering products. Six Sigma, on the other hand, is a disciplined approach to improve the quality and maintain consistency in delivery of products and services. Thus, Lean Six Sigma is an approach that is used to improve services on time while eliminating defects and leading the project towards perfection. Lean Six Sigma has emerged as a popular business management strategy applied to projects globally. It helps a company in achieving their process excellence initiatives and delivering increased profits to an organization.

You can apply Six Sigma in any industry, can be learned by any professional who wants to improve daily processes they work on ranging from Quality/Process Managers to Engineers, Executives.

DMAIC – Define, Measure, Analyze, Improve, Control; is used to improve existing processes based on a data-driven approach and is a core tool used to drive six sigma projects. DMADV is aimed at creating a new design or process, includes five phases similar to DMAIC methodology namely DMADV – Define, Measure, Analyze, Design, Verify for continuous process improvement.

As organizations strive for continuous improvement, they seek professionals that can employ problem-solving and business know-how to enhance internal processes. Lean Six Sigma positions you to take the lead in quality management projects, and interpret data strategically and statistically by deploying process mapping, risk management and benchmarks setting skills. The value of this certification is not confined to large organizations but is widespread across multi-level organizations.

PECB Frequently Asked Questions

Beyond Excellence, It is the worldwide recognition that matters. PECB provides you with the validation, leadership and tools that you need to become an expert in your professional field. Being accredited by the International Accreditation Service (IAS) against ISO 17021, ISO 17024 and ISO 17024 guarantees that we operate based on these international standards and are committed to providing quality, effectiveness and credibility in our services.

We are highly focused on providing audits and certifications of management systems to prove to our customers that the policies, processes, and procedures utilized daily have the capability to achieve all organizational objectives. But what is more important is the recognition of the dedication and hard work your organization invests day-in and day-out to not only meet customer expectations but also exceed them.

PECB has outstanding training materials. PECB has been steadily expanding globally by offering more than 150 courses in the most promising areas and 100+ schemes of qualitative training materials. We aim to assure that leaders in development receive the most exquisite and consistent training materials. PECB offers a wide range of quality management schemes for you to enhance your knowledge and skills towards a successful delivery of various ISO standards. We stay focused on what we do best: delivering excellent and highly recognized certification services!

Candidates are responsible for their own study and preparation for the exam. No specific set of courses or curriculum of study is mandatory as part of the certification process. The completion of a recognized PECB course or program of study can significantly enhance your chance of passing a PECB certification examination.

Candidates will be required to arrive at least thirty (30) minutes before the exam starts. Candidates arriving late will not be given additional time to compensate for the late arrival and may even be denied entry to the exam (if they arrive more than 5 minutes after the beginning of the exam scheduled time). A candidate that had exclusively registered for an exam (who did not follow a training course) and does not show up the day of the exam will have to register for a new exam.

All candidates will need to present a valid identity card with a picture such as a national ID card, driver’s license or passport to the invigilator (applicable for the online exams also). The duration of the exam varies according to the type of examination taken.

Additional time can be provided to candidates taking the exam in a language different than their mother tongue, when requested by the candidates on the exam day (paper-based):

  • Foundation exam: 10 minutes
  • Manager exams:  20 minutes
  • Lead-exams: 30 minutes

There are two exam types:

  1. Multiple choice “closed book” exams where the candidates are not allowed to use anything but the exam paper and a pen/pencil. Usually, Foundation and Transition exams are in multiple-choice type.
  2. Essay type “open book” exams where the candidates are only allowed to use the following reference materials:
  • A copy of the standard in paper hardcopy
  • Course notes from the Participant Handout
  • Any personal notes made by the student during the course
  • A hard copy dictionary

Note: To know the type of a specific exam, please refer to the respective Exam Preparation Guides:

There are two formats PECB exams can be taken:

PECB exams are available in two formats:

  1. Paper-based format: Exams are provided on paper to candidates. The use of electronic devices, such as laptops, tablets, smartphones, etc., is not allowed. The exam session is supervised by a PECB Approved Invigilator.

Yes, Exams are provided electronically via the PECB Exams application to candidates. The use of electronic devices, such as tablets and cell phones, is not allowed. The exam session is supervised remotely by a PECB Invigilator via the PECB Exams application and external/integrated camera.

Exam results will be communicated via email within a period of three to eight weeks from the exam date for essay type exams, two to four weeks for multiple-choice paper-based exams, and instantly for online multiple-choice exams. There will be no exact grade included in the communication of the results to the candidate, only pass or fail.

Candidates who successfully complete the exam will be able to apply for one of the credentials in the respective certification scheme.

In the case of exam failure, the results will be accompanied with the list of domains in which the candidate has failed to fully answer the question(s). This can help the candidate to better prepare for a retake exam.

Candidates that disagree with the results may request for a reevaluation by writing to [email protected] within 30 days from the date they receive the exam results. Reevaluation requests received after 30 days will not be processed. If candidates do not agree with the results of the reevaluation, they have 30 days from the date when they received the reevaluated exam results to file a complaint through the PECB Ticketing System. Complaints received after 30 days will not be processed.

There is no limit on the number of times that a candidate may retake an exam. However, there are certain limitations in terms of the allowed time frames between exam retakes.

  • If a candidate does not pass the exam on the 1st attempt, the candidate must wait 15 days (from the initial date of the exam) for the next attempt (1st retake). The retake fee applies.
    Note: Candidates who have completed the full training course, with Authorized PECB Training Providers, such as, but failed the written exam are eligible to retake the exam once for free within a 12-month period from the initial date of the exam.
  • If a candidate does not pass the exam on the 2nd attempt, the candidate must wait three months (from the initial date of the exam) for the next attempt (2nd retake). The retake fee applies.
  • If a candidate does not pass the exam on the 3rd attempt, the candidate must wait six months (from the initial date of the exam) for the next attempt (3rd retake). The retake fee applies.
  • After the fourth 4th attempt, the waiting period for further retake exams is 12 months from the date of the last attempt. The retake fee applies.

For candidates that fail the exam in the 2nd retake, PECB recommends to attend a training course in order to be better prepared for the exam.

To arrange exam retakes (date, time, place, costs), candidates need to contact the PECB Reseller/Distributor who has initially organized the training session.

On the day of the exam:

  1. Plan to arrive at the exam site at least 30 minutes prior to your appointment
  2. Get a good night’s rest the night before
  3. Eat a well-balanced meal prior to reporting to the exam center. Avoid excessive stimulants such as caffeine
  4. Read and follow the instructions carefully. Ask the Invigilator for clarification if you are not sure about the instructions
  5. Periodically check your progress. This will allow you to make any adjustments in time. Pay attention to the time you have left to finish the exam
  6. Only the questions you answer correctly are scored. There are no penalties for answering a question incorrectly, so answer as many questions as you can. If you are unsure of a response, eliminate as many options as possible, and choose an option from those that remain

Education and Certification for Individuals

Training Course Certification


Exam Preparation Guides

Invigilator Guide

Examination Rules and Policies

Certification Validation

Certification Rules and Policies

Certification Maintenance

Certification Status Options

Candidate Handbooks

 Note that usually, we advise the candidates to use the coupon code after they complete the training, or at least within a year, considering that the Standard might change and this would affect the exam content too.

If a candidate does not pass the exam on the 1st attempt, the candidate must wait 15 days (from the initial date of the exam) for the next attempt (1st retake). The retake fee applies.

Note: Candidates who have completed the full training course but failed the written exam are eligible to retake the exam once for free within a 12-month period from the initial date of the exam.

If a candidate does not pass the exam on the 2nd attempt, the candidate must wait three months (from the initial date of the exam) for the next attempt (2nd retake). The retake fee applies.

However, the fee should be discussed with the Reseller.

Once the digital courseware is assigned to the candidates, they will have access to the course materials permanently. 

The PDF Materials can be downloaded locally in the user’s devices by using our KATE Application. Instructions on how to use the application can be found at the following link.

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