Those are among the most common questions we get asked about our range of ITIL training courses.
In this post, we will address these questions, and also discuss why it’s important to not only get to grips with the basics of ITIL, but also to move on to a more advanced level of knowledge.
In essence, ITIL is a structured approach to managing your infrastructure.
There’s a lot that needs to happen in IT just to keep the lights on. However, we can’t just rely on a bunch of clever people to make sure everything works as it should.
There is just too much that needs to be done – and with no structure to manage it all, we tend to miss things, which can result in services being delivered in a very inconsistent fashion.
And if there’s one thing our users hate, it’s inconsistency. They don’t like not being able to predict what’s going to happen.
ITIL can make IT more dependable and predictable – it provides a structured approach to delivering and managing services where we can identify who’s responsible for what and detail exactly what everyone should be doing.
Who’s ITIL for?
So who needs to learn ITIL?
In short, everyone in IT and service management should have some ITIL knowledge.
Because ITIL is a lifecycle approach to managing infrastructure, it needs to start at the strategic level where decisions are made on what kind of services should be offered down to how they are delivered.
Ideally everyone in IT should at least complete the ITIL Foundation course, which will help ensure everyone knows how they contribute to the overall scheme of things.
But to ensure ITIL frameworks are actually implemented in the first place and in a way that supports what the organisation want to achieve overall, people with great ITIL skills are needed.
You will need a core group of people, typically at managerial level, who understand the full ITIL lifecycle approach really well. They can then coordinate the efforts of the rest of the team.
So while getting to know the basics of ITIL is a great start, a holistic, team-wide approach is needed to ensure everyone is contributing to a single end goal.
This is essential if IT is to be a leader in the business.
The concepts in ITIL are in fact based on well-known business practices already in use in much of the rest of the business, but not in IT.
So when it comes being process-driven, IT often still lags behind.
Understanding the basics of ITIL is the bare minimum needed just to tread water. Developing advanced ITIL knowledge will help you be more competitive and stay ahead of the game.
- By Roger Shaw, ITSM Consultant and Trainer
Roger Shaw is a highly sought after trainer for the delivery of the ITIL range of certifications throughout Australia and New Zealand to a diverse range of individuals and organisations from all industry sectors. He has been an IT Service Management & Training Consultant at Auldhouse since 2011.