ITIL, and specifically ITIL training, is in use by 90% of the FTSE 500 companies and two million practitioners. It’s an exceptional framework which puts service management in a strategic context. It looks at IT service management, development, operations, business relationships
ITIL foundation certification is the baseline qualification for IT professionals. Empowering your staff with ITIL training is the first step in moving IT from being a purely administrative and back-end function to integrated business activity.
Since ITIL is a generic framework and not prescriptive,
ITIL is undergoing a shift this year. With the largest revamp in a long time, we’re moving from ITIL v3 to ITIL 4 in 2019/20. This update brings some marked changes. We are seeing a greater focus on business integration and closer alignment to Agile, Lean, DevOps and Cobit.
ITIL 4 launched in February 2019 and has introduced key new concepts:
- The Service Value System which signifies how the different activities and mechanisms within an
organisationcoordinate to generate value from IT-enabled services
- The Service Value Chain, essentially a redesign of ITIL v3’s Service Lifecycle
- The Four Dimensions, a reworking of the ‘Four P’s’ from v3 into Organisations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes.
For processes and practices to operate effectively, someone needs to be accountable for them; the Process Owner in v3. This person drafts the
Actually, the truth is that much of v3 is still relevant, even if not tested by ITIL 4, meaning that you should most certainly ensure that your staff
Furthermore, if your candidates achieve 17 points from the v3 qualification schema prior to mid-2020, they can convert directly to the equivalent of ITIL Expert with just a ‘Managing Professional’ transition course.
What we see at Infrassistance
At Infrassistance we are in a unique position as we see, on the ground, how
The truth is that each
Most people would willingly acknowledge that some 50-70% of IT incidents are the result of
Service Desk Optimisation – A Good Place to Start
The Service Desk is the ‘Eyes and Ears’ of IT. Just by spending a few hours listening to calls and interactions between IT users and the Service Desk is immensely insightful.
However, we estimate that fewer than 5% of service desks are
Mistakenly, this can be seen as a black art. In reality it simply requires a thorough and holistic approach. The service desk is perfectly capable of improving itself in one area, for example productivity, but it often does this at the expense of another area (unfortunately, usually customer satisfaction). So, what’s the best approach?
A question regarding agility often comes up when we are talking with IT professionals. ITIL is perfectly capable of working within agile environments and indeed bringing greater security to them.Similarly many believe ITIL isn’t compatible with Cobit – it is. They can be used alongside each other. Similarly, ITIL can work alongside SFIA, the Skills Framework for the Information Age.