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ITIL :: View topic - ITIL Certification for... who?
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ITIL Certification for... who?

 
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Harvey
Itiler


Joined: Oct 26, 2004
Posts: 40

PostPosted: Wed Dec 08, 2004 2:16 pm    Post subject: ITIL Certification for... who? Reply with quote

Hello all,

I am currently learning ITIL, and hoping to bring some changes to our large, about 200 IT members sometime next year.

When considering ITIL training, who would you suggest get certified?

Of course, project leaders, and heads of the IT departments should be aware, but what about HelpDesk operators, and for example the various escalation points involved in completing users requests, and solving incidents and problems?

Any advice would be appreciated.

-Harvey
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mcardinal
Senior Itiler


Joined: Oct 06, 2004
Posts: 77
Location: Bloomington, IL

PostPosted: Fri Dec 10, 2004 1:56 am    Post subject: Reply with quote

Harvey,

IMHO, everyone in IT should get certified at least at the Foundations level. It will provide a consistency of knowledge and approach for implementation. It will also put a common language in place. The overall result will be a smoother road for implementation, and improved quality. My own management has resisted this approach and we are suffering as a result (we cannot even decide on common definitions of terms like service, incident, problem, etc.)

To me Service Management is much more of a philosophy or management approach than it is just a set of processes (this echoes Deming's approach to Total Quality Management). By getting everyone on the same page through certification, you start to instill the same values and culture across the organization. This makes org change much easier and gets everyone focused in the same direction.

People who manage and support the processes should go on for Practitioner. Management and champions should go on for Master's.

Again this is the opinion of a philosophical purist when it comes to IT Service Management. Your own situation may be cost or organizationally prohibitive.

Hope this helps in some way.

Michael
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Harvey
Itiler


Joined: Oct 26, 2004
Posts: 40

PostPosted: Fri Dec 10, 2004 5:07 pm    Post subject: Reply with quote

Thanks that helps out a lot.

Quote:
(we cannot even decide on common definitions of terms like service, incident, problem, etc.)


I completely understand what you mean here. Currently in our business there is no difference between a problem and an incident. Increaseing awareness of ITIL practices by sending everyone to training would certianly be beneficial.

Thanks, I'm going ot see what I can do about sending as many people as possible to at least the initial training.

-Harvey
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H
Itiler


Joined: Oct 13, 2004
Posts: 22

PostPosted: Sat Dec 11, 2004 1:38 pm    Post subject: Reply with quote

Harvey,
I want to begin by saying this is not a sales pitch- however if you need lots of folks trained we would come to your site and train your folks. I would say that we are almost on a missionary quest to point out the relevance of Governance, the business, the processes then IT.
This requires a lot of thought and 'soul searching' and an ability to be adaptive at the enterprise level.
The business holds its goals and the relevance of IT as the Damocles sword of outsourcing.
Once you prove that you can do this better than any one else the business realizes and understands your value. You do however, in the final analysis have to deliver.

H
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Harvey
Itiler


Joined: Oct 26, 2004
Posts: 40

PostPosted: Mon Dec 13, 2004 1:04 pm    Post subject: Reply with quote

Quote:
I want to begin by saying this is not a sales pitch- however if you need lots of folks trained we would come to your site and train your folks.


I assume we're out if I tell you our business is in Japan?

We are currently looking at a few companies that give ITIL training in Japan, like CA who is certified.

Thanks!
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