Lucy Banks, who commenced her career as a digital technology apprentice eight years ago, has ascended to the position of Global Head of Problem Operations at Barclays. Recently certified in ITIL 4 Foundation, she shares her impression:
Having worked in an ITIL environment throughout my entire career, obtaining certification in ITIL 4 Foundation aligns seamlessly with my professional journey. It provides a structured framework for what I’ve been implementing all along.
Lucy Banks, who embarked on her career as a digital technology apprentice eight years ago, has progressed to the role of Global Head of Problem Operations at Barclays. Following her recent certification in ITIL 4 Foundation, she shares her impression:
Given her extensive experience in an ITIL environment throughout her career, obtaining certification in ITIL 4 Foundation resonates with the logical progression of my professional journey. It now provides a structured framework for what she has been actively engaged in.
What stood out to her was the ease with which it can be comprehended, adopted, transferred, and implemented across various service management scenarios in any organization. The practicality of these practices in real-life situations is particularly noteworthy.
Discovering the new elements in ITIL 4, as opposed to ITIL v3, was particularly enlightening for her. The introduction of the structure around the service value system and service value chain was noteworthy, especially in understanding its relevance to her responsibilities as a senior leader.
Reflecting on her experience, if she had undergone the training and certification in her first year at Barclays, many concepts would have become clearer much more rapidly. Having the formal understanding and the capability to apply these ideas serves as an effective pathway for new colleagues. It provides them with a broader comprehension of our operations and how these principles can be applied across the organization.
Given their setting in the company’s command center, new joiners require a training framework to acclimate to the demands of such an intensive environment.
She is thrilled about the introduction of a dedicated ITIL 4 course for problem management, forming an important part of the ITIL Practice Manager designation.
Problem management often doesn’t receive the attention it deserves, and it’s her responsibility to reshape perceptions regarding its significance in ensuring the stability of service management across the business. The inclusion of a dedicated ITIL practice and certification for problem management is a significant step in this direction, particularly given the esteem with which ITIL is regarded within Barclays. This year holds particular importance for the advancement of problem management practices at Barclays.
When budgeting allows, my intention is to enroll our team in such courses. This initiative aims to provide a broader and deeper knowledge base—incorporating diverse perspectives and fresh insights. It adds an additional layer of learning and expertise to our team.
We firmly believe in the importance of offering distinct ITIL learning paths to attain higher qualifications based on individual roles and aspirations. This approach fosters a diversity of thought among our workforce and leadership, a key value within our company.
Encouraging variety in the subjects colleagues are learning ultimately diversifies our approach to changes and improvements. It influences how we apply ITIL principles to our work, contributing to a more dynamic and adaptable organizational environment.
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