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Benefit of ITIL®

ITIL Lifecycle

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What is ITIL?

Why you need ITIL just in few seconds

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ITIL is the most widely accepted approach to ITSM in the world. Here are some of the statistics from last year:

# The framework is adopted by thousands of organizations across the world

# Over 300,000 ITIL exams were taken last year alone

# And the 300,000 exams were taken in over 180 different countries

# It is adopted by a range of industries as the case studies will show, from

government bodies and universities to financial services and manufacturing

# ITIL is made up of 5 key lifecycle stages, each with their own qualifications and books. These 5 stages are: Continual Service Improvement, Service Strategy, Service Design, Service Transition and Service Operation.
Each stage plays a crucial part in the delivery of high quality services to customers, which is aligned to business requirement.

 

History of ITIL

ITIL was created over 25 years ago by the British Government – since then it has been improved, constantly looking at taking good practice and distilling it into best practice.

The current iteration of ITIL that we know of today was updated in 2011, which comprises of 26 processes and 4 functions across the 5 lifecycle stages.

In 2013 AXELOS, a joint venture between the Cabinet Office and Capita plc was founded to take on the responsibility of owning ITIL, along with the other PPM suite of products including PRINCE2. AXELOS continues to development the framework to help organizations be more effective and efficient.

 

History of ITIL

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Key benefit of ITIL for organization

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Why ITIL? The Key Benefits?

The key benefits of the framework include:

  • Support business outcomes:IT in many cases is the enabler for the business, and must be able to support the requirements and needs of the business to be successful and grow. ITIL helps IT organizations support their business by delivering the best possible services
  • Continually improve:continual improvement enables organizations to deliver better services to customers by identifying the relevant improvements and facilitating the change in small steps
  • Enable business change: it is important in an environment of ever increasing change, that organizations must continue to deliver high quality service levels. ITIL enables organizations to effect business change with minimal or no impact to day to day business
  • Show value for money:as organizations look to do more with less, demonstrating value is critical. The framework helps organizations deliver value for money for the services that are offered to customers
  • Manage risk in line with business needs:business is not without risk, it is ever present in any situation. What is important is that the business can operate and able to make decisions based on an awareness of the risks that exist. It is possible in addition to this, to begin to mitigate and manage any risk that exists
  • Optimize customer experience: in the age of the customer, where expectation and demand is higher than ever, customer experience is crucial for success. Couple this will an increasing range of buyer choice, poor service levels are no longer acceptable

The framework works and delivers real value to the business – such as business transformation.

There are two quotes from Gartner here around the level of adoption of ITIL: 

Most CIOs and IT leaders consider ITIL to be the de facto best-practice guidance for IT service management.

ITIL has the highest adoption rate of the related frameworks used within IT operations.

ITIL Qualification scheme

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Qualifications

This is the current qualification scheme of the ITIL framework. We will cover the benefits of the varying levels in later slides.

The scheme begins with ITIL Foundation at the bottom of the pyramid. This qualification is designed to learn the language of IT Service Management, as well as understand what the processes and functions are and what they do.

Following on from this we have the ITIL Intermediate qualifications split into the Lifecycle Modules and the Capability Modules. All of these exams, including foundation have a number of credits associated to them.

If you attain over 22 credits, and have passed the Managing Across of the Lifecycle (or MALC) you are then an ITIL Expert.

Following on from this it is then possible to attain the ITIL Master certification.

 

ITIL FOUNDATION benefits

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The benefits of ITIL Foundation include:

  • Understand the fundamentals of what a service is, howvalue is delivered and how it is measured
  • Learn the global language used within ITSM toeffectively communicate with colleagues and other ITSMprofessionals
  • Gain an understanding of the processes within ITIL andwhat their purpose is within ITSM
  • Take the first step on the journey to become anexperienced and recognized ITSM professional
  • Join a community of millions around the globe gaining value from the ITIL framework and guidance

 

 

 

 

 

 

 

Value of ITIL Expert

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The Value of Becoming an ITIL Expert

Once you have completed ITIL Foundation you can start on the path to becoming an ITIL Expert. The benefits for the individual and organizations to have ITIL Expert are as follows:

  • Understanding of the business context and values– having a view across the lifecycle and the challenges each face enables ITIL Experts to be more effective in their individual role
  • Strategic change management skills– effectively support business outcomes and deliver change to improve the service offering while causing minimal disruption to the service
  • Superior knowledge of ITIL framework– ability and knowledge to adopt and adapt the framework across the business
  • Ability to champion ITSM within an organization– many organizations struggle to convey the value of the IT services to the business. ITIL Experts are equipped to champion efforts across the business
  • Demonstrated high level of competence– it is not an easy qualification to achieve, both in terms of the exams themselves and the dedication required to study and learn

 

 

ITIL Practitioner – New Qualification in 2015

In March 2015 ITIL Practitioner, a new additive qualification was announced by AXELOS.

  • Launching with the first exam by the end of the year (end of 2015)
  • It is completely additive to the existing scheme, sitting alongside the foundation, intermediate, expert and master qualfications

 

ITIL new Qualification Scheme

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It is being launched because:

  • Traditionally ITIL has focused on the what and the why (particularly on foundation) – this will give guidance on the how
  • Addressing the demand from ITSM practitioners and organizations
  • Addressing key challenges for a successful improvement journey
  • Will sit around the existing qualification
  • Will be the next step on from foundation
  • But not a prerequisite for intermediate qualification – although AXELOS recommends all Practitioners take the qualification

It will focus on:

  • It will give practical guidance on how individuals can leverage Continual Service Improvement (CSI) – a fundamental lifecycle stage in ITIL
  • It will aim to improve the capability of individuals to adopt and adapt ITIL
  • It will make use of further evolved technology capabilities such as automation and cloud tech
  • It will leverage other philosophies, frameworks, good practices and methodologies such as Lean, DevOps, Agile and SIAM

Case Study – Newcastle University (Full Case study available in www.axelos.com)

“The work we’ve done over the past few years has really helped us to improve the quality of service provision to our customers; this is evidenced by recently gaining the Service Desk Institute certification at 3-star level.”–

SHARON MOSSMAN
Service Process Manager
NEWCASTLE UNIVERSITY

Highly skilled & experienced staff, all working to maintain increasingly complex IT service. Certain challenges included:

  • No central IT change management process
  • No visibility of the changes that were happening to systems & services

Adopting ITIL helped find the solution:

  • Committed to several aspects of training – service process team all were trained to become ITIL Experts. The service desk, crs and other related teams were trained in foundation
  • The adaptability of ITIL was a plus, as well as the flexibility to support organizational change – but remember not one size fits all
  • The university currently utilizes ITIL through incident, service request, problem and change management
  • Their plans for the future include: integration and the ongoing development of toolsets, continual improvement of existing processes & better visibility throughout the business relating to performance and quality

Case Study – LeasePlan

“All new hires to LPIS are given ITIL Foundation training and sit their certificate exam within their first year of service. This training ensures that we all speak the same language and know the theory of the framework we have adopted.” 

SANDRADUIGENAN
Service Delivery Manager
LEASEPLAN INFORMATION SERVICES

 

About LeasePlan:

  • World’s leading car fleet organization has benefited from a structured approach to ITSM
  • Helping the IT department deliver a quality service to 6500 staff across 32 countries
  • Enabling them to provide a first class service to customers
  • LeasePlan Information Services (LPIS) is based in Dublin, Republic of Ireland
  • Employs around 200 people who support IT services for LeasePlan’s global organization
  • Manages 1.42m vehicles worldwide
  • Within LPIS, the Service Support Team provides a central and local service desk function for all LeasePlan countries.

 

Benefits of the ITIL adoption:

  • ITIL has helped LPIS to deliver a high quality service to customers
  • It is playing an integral part in the performance of their service support function and overall service delivery

 

Some quotes from the case study from Sandra Duigenan, LPIS Service Delivery Manager:

“ITIL processes are structured and make sense.They allow us to have a common language between support groups and to set clear expectations from a service delivery point of view. There are also flexible and robust systems available to support the use of ITIL in an organization.”

 “All new hires to LPIS are given ITIL Foundation training and sit their certificate exam within their first year of service. This training ensures that we all speak the same language and know the theory of the framework we have adopted.”

 “We now have ten people in the support team in Dublin, providing a central and local service desk function to all LeasePlan countries. In 2014 the team consistently outperformed their service levels in the two main ITIL processes they deliver on – incident and standard request management.” 

Case Study – Disney

Our goal was to grow into a more proactive IT organization and ITIL aligns IT with the business. We were looking for an improved level of service – ITIL helped provide the tools and metrics to define the value of IT services.

Disney needs little introduction. But their ITIL story is an interesting one:

  • Adopted ITIL in around 2008 when they were moving towards an integrated service management approach & looking for an improved level of service
  • The first step on their ITIL journey was to market ITIL throughout the business from the executive level down
  • This was then followed by an education programme from the CIO down, led primarily through training and the appointment of ITIL champions throughout the organization
  • They also invested in training certain staff to the ITIL Expert level to help adopt the framework and champion their efforts throughout the business

 

ITIL in 60 sec

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To finish some of the main points from the session:

  • ITIL is adopted and adapted by the world’s leading organizations – enabling them to deliver high quality service and achieve millions in return on investment
  • It is 25 years worth of good practice distilled into best practice
  • It has fuelled a huge global community of practitioners

 

 

 

 

 

 

 

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WHY ITILI’ve gained the initial ITIL® qualification but I don’t understand what further training and development can do for me. Isn’t the ITIL foundation enough?

Individual practitioners often see the ITIL foundation qualification as a way onto the ladder because businesses recognize it as important as it is a measure of the individual’s heightened understanding of service management. However, if you are using the ITIL qualification as merely a stepping stone when an organization is recruiting then you will never get the true benefit from the certification, nor, importantly, will the business you work for.

ITIL is a fundamental skill, more so now than ever before because IT service management is starting to be seen as valuable across the entire organization and no longer as just a function of the IT department. It is important for individual practitioners to retain and develop their understanding of service management, how it works and why it works, because understanding a business’ priorities is critical to organizations and more and more they are looking for staff who also understand the benefits.

In the future ever more of our daily life will revolve around services and, with the more tedious tasks being replaced by automation even now, the true value of IT service management is becoming increasingly vital to the organization. As we progress, service management will expand so using, honing and developing that skill is beneficial for you in the long run and in terms of career progression. Good service managers will continue to be essential and their skills will become more desirable in the job market in the future.

The whole idea of ITIL and service management is not just a set of processes that you need to follow; it is rather a culture and a way of working underpinned by processes. What you need for it to work is an understanding of why you do it and benefits of doing it – that is the key to its success.

Individuals that develop and progress their ITIL qualifications understand the processes but also the reasons behind them. The difference between a positive service desk call and a negative one is an understanding of why it’s important to help the person on the other end of the phone rather than just achieving a quick call resolution time. Further training and development is proof to a business that individuals understand that.

AXELOS is developing the Continuing Professional Development (CPD) programme to encourage individual practitioners to continue to develop their qualifications through explaining the importance of it and how it can progress their career.

There’s more to ITIL than just a stepping stone into a business; it works, and businesses know it works – it’s a career developer. Certification in ITIL enhanced by CPD proves capability and that is something that businesses are looking for.

In summation we need to send out the message that ITIL and service management is exciting, beneficial to individuals and organizations and that it will not only continue to be so, but will become even more important in the future. It is an exciting time to be a service manager if you have taken the first step with ITIL foundation certification, so please look to see the opportunities that this offers for you. ITIL is a journey and once you have taken the first step it is worth embracing the ethos.

By Phil Hearsum, ITSM Portfolio Manager, AXELOS,  December 2014. Foundation, Frameworks, ITIL, ITSM Solutions, Service Management

Original article to be found in: https://www.axelos.com/news/blogs/december2014/building-on-the-foundation-itil

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