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ITIL :: View topic - "Requires the need for an understanding of ITIL"
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"Requires the need for an understanding of ITIL"

 
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diddy_tong
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PostPosted: Tue Aug 02, 2011 7:12 pm    Post subject: "Requires the need for an understanding of ITIL" Reply with quote

I'm currently looking at applying for various service desk IT jobs (1st line support). One job states that it 'requires the need for an understanding of ITIL'.

What I'm wondering is for a 1st line job, what kind of understanding is required in practice? I have neither worked in an organisation that uses ITIL, nor do I have any ITIL certification.

For this kind of fairly basic position, could I do some study online over the next couple of weeks, and legitimately write 'have an understanding of ITIL procedures' on my application?
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ITIL101
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PostPosted: Tue Aug 02, 2011 7:46 pm    Post subject: Reply with quote

I would focus on getting your hands on anything to do with Incident Management and Request Fulfillment as 2 primary processes the Service Desk perform.

You may also want to look at how the Service Desk functions in terms of the wider Service Management picture. (ie. how does the Service Desk relate to other process disciplines)
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