ITIL Adoption: Best Practices in Earning Certification or Certificate

The Information Technology Infrastructure Library (ITIL) is a widely recognized framework for IT service management. It offers a comprehensive set of best practices that provide practical and proven guidance for leveraging IT as a business tool. By following the ITIL framework, individuals and organizations can support digital transformation, facilitate service delivery, and drive overall growth with a Certification or Certificate.

To successfully adopt the ITIL framework, organizations need to secure corporate buy-in, designate project leads, and allocate funds for certification.

Implementing ITIL ensures that IT services align with business strategies and core processes, enabling organizations to maximize the value of IT and effectively meet the needs of users and customers. The framework incorporates best practices from both the private and public sectors, establishing a common terminology for IT services and operations.

Starting with ITIL publications with Certification or Certificate

ITIL, maintained by Axelos—a joint venture between the United Kingdom and Capita PLC—is a widely accepted framework in the field of IT service management. Its recognition has led to its mapping in ISO 20000-11:2015, the first mapping of its kind approved by the International Organization for Standardization.

Axelos is currently transitioning from ITIL version 3 to version 4. Version 3 comprises five core publications: ITIL Service Strategy, ITIL Service Design, ITIL Service Transition, ITIL Service Operation, and ITIL Continual Service Improvement.

These publications cover the entire ITIL service lifecycle and provide a cohesive set of best practices that address various topics, including incident response, service fulfillment, operations control, financial frameworks, and change management.

In 2019, Axelos released the first publication of version 4, titled ITIL Foundation, with subsequent guides scheduled for publication throughout 2020. ITIL version 4 introduces an IT operations model for delivering products and services while playing a role in the broader business strategy. It builds upon the previous ITIL publications and emphasizes value co-creation through a service value system, which promotes collaboration among different departments to deliver IT products and support.

Adopting ITIL with Certification or Certificate

Adopting the ITIL framework can yield several benefits, including improved productivity, enhanced service delivery, increased customer satisfaction, cost reduction, and decreased help desk calls. While strict adherence to the framework is not mandatory, organizations can embrace ITIL’s best practices in a manner that aligns with their specific needs.

IT teams should first identify the specific problems they aim to address and establish their adoption goals for ITIL. It is crucial to consider the overall priorities and business strategies of the organization during this process. Based on this information, administrators can determine the necessary steps and resources required to achieve their goals, selectively adopting practices that align with their organization’s unique circumstances.

IT managers play a crucial role in determining the level of administrative expertise necessary for a successful ITIL implementation. They must decide whether to provide training to existing staff, hire new personnel, or engage external consultants. The organization needs to ensure that qualified individuals are available to guide the effort, which naturally leads to discussions about ITIL training and certification.

Certifying IT staff for ITIL

Axelos oversees a comprehensive certification program for ITIL, consisting of various qualifications that cover different aspects of the ITIL framework. The ITIL v3 program comprises five certification levels: Foundation, Practitioner, Intermediate, Expert, and Master.

The ITIL v4 program introduces four certification levels: ITIL 4 Foundation (currently available), ITIL 4  Managing Professional, ITIL 4 Strategic Leader, and Master.

Each certification level has specific requirements, which may include passing an exam, completing approved training, acquiring a minimum number of years of field experience, or a combination thereof. Admins preparing for ITIL exams can enroll in courses offered by accredited training facilities.

To ensure quality education, the teaching facility must be affiliated with the Strategic Accredited Training Organizations group, which comprises certified Axelos partners providing training and consulting services. However, it’s worth noting that two certification levels, Foundation and Practitioner, do not mandate attendance at an accredited class, although Axelos strongly recommends it.

Preparing for organizational changes

Implementing ITIL requires providing in-house training and education to properly prepare the IT staff for upcoming process changes. Effective communication and fostering collaboration are vital during this process. Obtaining support from upper management and key stakeholders is also crucial to ensure everyone is committed to the transition. IT teams must be ready to embrace a new way of working, especially if the desired ITIL framework includes DevOps or Agile methodologies.

IT teams should assess their existing service and automation tools and determine if additional software is necessary. ITIL-friendly tools focus on automating routine tasks and repetitive processes to streamline operations and minimize the risk of human error. For instance, ManageEngine’s ServiceDesk Plus offers a help desk and asset management solution that incorporates ITIL best practices.

While moving forward with ITIL, IT teams should understand that the framework does not dictate how to implement best practices in a prescriptive manner. Since each organization is unique, there may be specific implementation needs related to cost, personnel, or software considerations. IT teams must identify what works best for their specific circumstances, seek guidance when appropriate, and recognize that their journey to ITIL will involve individual components but is well worth the effort.

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