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Help Desk schedule models and KPIs


What IT Service catalog is

ITIL 4.0 higher certifications are upcoming

Official information from AXELOS and PeopleCert:

“we will be launching the higher levels of ITIL 4 in three phases:

A) 3 October 2019: Launch of ITIL 4 Managing Professional Transition Module and exam
The Managing Professional Transition module launch date has been prioritised to help you meet strong customer demand. For that reason, we will continue to review and incorporate feedback, as we launch the other Managing Professional modules.

B) November 2019: Launch of “ITIL 4 Specialist: Create, Deliver and Support” and “ITIL 4 Strategist: Direct, Plan and Improve” from ITIL 4 Managing Professional Modules

The definitive launch date will be provided w/c 5 August 2019.
C) Q1 2020: Launch of “ITIL 4 Specialist: Drive Stakeholder Value” and “ITIL 4 Specialist: High Velocity IT” from ITIL 4 Managing Professional Modules”

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How to pass ITIL 4.0 Foundation Online

In this article we describe the technical and organizational features of ITIL 4.0 Foundation, if a candidate decides to pass it in an online proctoring mode.

ITIL 4.0 Foundation certification was released on February, 28th, 2019.

The only provider for this certification is Peoplecert. It offers online real-time proctoring, so a candidate should choose date and time. Time interval choice is 10 minutes, 6 days per week, including Saturdays. But if a candidate try to register for short time before exam, some options can be unavailable.

After registering a candidate receives a e-mail with an exam code and detailed instructions.

At the exam day one hour before exam starts, a candidate should download and install special proctoring and communicating software.

Prepare your ID with photo, clean your desk (nothing except a laptop or a workstation). Nobody can attend in a room, also all sounds are prohibited during the exam.

Also a candidate should have a cell phone in a silent mode nearby in case Internet connection drops or other emergency circumstances. Only a proctor can call a candidate during exam session.

After a candidate installs the software, a full access to audio/video/screen systems is granted to it.

When exam starts, an online proctor starts a session. A candidate should show and photo an ID, make his/her photo, and show a room 360`, that nobody attends it.

Afterwards a proctor gives official recommendations. Chat is active, and a candidate can ask questions to a proctor if something goes wrong.

Exam starts.

A candidate have 60 minutes (75 for non English speakers) for 40 questions. 26 correct answers mean PASS grade.

Good luck!


ITIL 4.0 Foundation released

AXELOS(tm) announced the release of ITIL 4.0. framework Foundation on February, 28.

The main feature in it is Service Value Stream, or SVS, which enables the value chain for customer success and satisfaction.

  • Organizations and people:
  • Information and technology:
  • Partners and suppliers:
  • Value streams and processes.

Former processes and service functions are called practices now.

Also, 7 guiding principles describe ITIL 4.0 best practices:\

  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Collaborate and promote visibility
  • Think and work holistically
  • Keep it simple and practical
  • Optimize and automat.

Besides ITIL 4.0 Foundation, AXELOS presented more than 700 supporting publications. You can find them at: 20AXELOS&dm_i=47AB,I7IX,25027Z,23LZB,1

Among them project management (PRINCE2) adaptation, business cases, Lean, KANBAN practices, and many others.