ITIL 4 extension

Success Problem



ITIL 4 was officially launched February 2019 with the ITIL 4 Foundation course and has since been extended by the Managing Professional Transition, Create Deliver & Support and Direct Plan & Improve course (status: March 2020), allowing IT managers and professionals to upgrade their existing ITIL v3 credentials or jump right into this amazing new world of opportunities from scratch.


ITIL defines practices as a set of organizational resources that have been designed to work together for performing work and achieving objectives. Practices are the new black…I mean the new ITSM processes (think about Incident Management, Problem Management, Change Enablement etc. And interestingly, also functions from ITIL v3 like the Service Desk are now known as Practices, because they are sets of organizational resources (people, infrastructure, work instructions, knowledge) that have been designed to work together (take calls, handle tickets, ensure customer satisfaction) to achieve objectives (increasing general user satisfaction, better SLA result, better ticket quality, etc…).



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