Entries by Brian Curry, Senior Account Manager
ITIL4 has landed!
But wait a hot second….I’m halfway to getting my ITILv3 Expert distinction! How dare they do this to me!
Does that sound like you? Are you in the middle of the ITILv3 certification scheme and now don’t know whether to march on or step back? Maybe I can help guide you on your journey.
So by now you’ve heard about the change to the ITIL® framework: ITIL 4 is going live next month with a Foundation course and following that up with five advanced level books and two designations (Managing Professional and Strategic Leader).
Some of you who are already sitting at ITIL Expert (way to go!) have figured out that you need to take a bridging class – Managing Professional – to keep your equivalent distinction in place.
But what about the many, many people who have just completed their ITIL v3 Foundation certification? What do they do?
In a galaxy far, far away, Han Solo zips around planets in his Millennium Falcon. He is known as a smuggler, a scoundrel and the best pilot in the galaxy, but did you also know he is a pretty good service desk manager? Let me explain...
So, you’ve taken the plunge and put your team/staff through ITIL Foundation…and they all passed! That’s fantastic, it means they were engaged and likely left the course with a good understanding of the ITIL framework and end-to-end service lifecycle.
But guess what? I am willing to bet there are a number of keeners approaching you for more training. “Boss, Foundation was great, but I need more! I want to excel at being the ABC Process Manager! We at the ServiceDesk want to improve the customer experience and need deeper knowledge!”
Everyone around the table agrees, “What we’re currently doing is not good. We’re not providing value to the business. We need to CHANGE!”
Someone innocently asks, “Where should we start?”
Instantly, eight hands go up – each person has their own ideas and agendas. As the confusion grows, the transformation is deferred but the pain remains.
Sound familiar? I hear the same thing every week.