ITIL (Information Technology Infrastructure Library) is the most widely adopted framework for IT Service Management among IT professionals worldwide. It is a practical approach to identifying, planning, delivering and supporting IT Services. ITIL and its associated certifications have been around since the 1980s and provide a framework of best practice guidance, designed to enable IT departments deliver cost effective, efficient and reliable IT services.

 

ITIL Qualifications Levels:

1. ITIL® V3 Foundation: First-level training for IT personnel and customers of IT giving knowledge of the ITIL Service Lifecycles, the ITIL processes, roles and functions. how the Service Lifecycle provides effective and efficient IT Services which are aligned and underpin Business processes. The course prepares students for the exam leading to the Foundation Certificate in IT Service Management, a pre-requisite for further ITIL courses leading to the ITIL Expert diploma.

2. Intermediate Lifecycle courses: Staff members who want to gain a deeper insight into the service lifecycle phases of:

Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement

3. Intermediate Capability courses: Staff members who want to gain a deeper insight into the processes contained in each of the Lifecycle stages

Service Offerings and Agreements
Planning, Protection and Optimization
Release, Control and Validation
Operational Support and Analysis

 

Individual Benefits to ITIL

The list below is by no means definitive, but hopefully conveys some of the fundamental benefits of having an ITIL qualification.

  • A documented approach
  • Global recognition
  • Accredited educational companies
  • Increased and improved effectiveness and efficiency of an organization
  • Potential to positively effect an organizations profits and share prices
  • Improved interaction and functioning within the IT/IS department
  • Improved interaction and functioning with the Business and Customer community
  • Vocabulary and terms understood by all who have undertaken ITIL education irrespective of industry sector, country or continent
  • Recruited ITIL qualified personnel are potentially able to integrate into another ITIL organization so much easier
  • Specific roles can be recruited so much quicker and easily
  • Outsourcing companies can be audited against ITIL best practice
  • ISO /IEC 20000 provides the confidence for customers and purchasers of an organizations services, on both a country and global basis
  • Improved customer satisfaction through a more professional approach to service delivery
  • Improved IT services through the use of proven best practice processes
  • Improved ROI of IT
  • Improved delivery of third party services

 

Organizational Benefits to ITIL

Successful introduction of IT Service Management with ITIL should deliver the following benefits:

  • Improved customer satisfaction through a more professional approach to service delivery
  • Improved IT services through the use of proven best practice processes
  • Improved ROI of  IT
  • Improved delivery of third party services through the specification of ITIL
  • Improved morale of service delivery and recipient staff
  • Increased competence, capability and productivity of IT staff
  • Increased staff retention
  • Reduced cost of training
  • Improved systems/ applications availability
  • Reduced cost/ incident
  • Reduced hidden costs that traditionally increases substantially the TCO
  • Better asset utilization
  • A clear business differentiator from competitors
  • Closely aligned to commercial business services and products
  • Greater visibility of IT costs
  • Greater visibility of IT assets
  • A benchmark to measure performance against in IT projects or services
  • Reduced cost of recruitment and training – hiring ITIL qualified people is easier