Dive into our recent joint IT Chapter – PeopleCert webinar! Discover the expert discussions and invaluable insights shared.
In today’s rapidly evolving digital landscape, adapting and transforming IT operations is crucial for organizational success. One of the most effective ways to achieve this is through ITIL certification, which equips professionals with the essential knowledge and competencies to drive digital transformation.
Key Webinar Highlights
👉 Practical Applications of ITIL Certification:
ITIL certification provides invaluable insights into the practical applications of IT Service Management (ITSM). It equips professionals with the skills needed to enhance IT operations, manage IT value streams, and implement effective ITSM practices. This certification is designed to help you understand and apply best practices in IT service management, ultimately leading to improved efficiency and effectiveness within your organization.
👉 Expert Facilitation:
Our ITIL training sessions are led by industry experts with extensive experience in IT service management. These facilitators bring a wealth of knowledge and real-world insights, ensuring that you gain a deep understanding of ITIL principles and how to apply them effectively in your role.
👉 Invaluable Insights:
By engaging in ITIL training, you will gain invaluable insights into improving IT operations, managing IT value streams, and implementing ITSM practices. This knowledge will enable you to drive digital transformation within your organization, leading to enhanced service delivery and customer satisfaction.
👉 Digital and IT Strategy (DITS):
One of the critical components of ITIL certification is understanding Digital and IT Strategy (DITS). This area focuses on aligning your digital and IT strategies with your business objectives. By mastering DITS, you can develop robust strategies that support digital transformation initiatives, ensuring that your IT services are not only efficient but also aligned with the long-term goals of your organization.
Q&A Session Highlights
Question: How does ITIL complement other IT skills or certifications, such as CompTIA or Cisco?
David Cannon: ITIL is not technology-specific but relies on understanding the technology being managed. If you work in end-user environments, you will need a CompTIA certification or equivalent. If you are in networks, you will need Cisco, and if you are in the Cloud, then AWS or Azure. This would complement any qualification in ITIL.
David Lareau: ITIL is neutral and can work across various systems, platforms, and technologies. The mentioned certifications help candidates specialize in a technology or specific domain, improving their technical profile and proving their capacity, while ITIL brings a more holistic knowledge of IT.
Svetlana Sidenko: ITIL provides a framework that enhances the value of other certifications by adding a service management perspective. While CompTIA or Cisco certifications focus on specific technical skills, ITIL offers best practices for managing those skills within a broader service management context, ensuring that technology delivers value to the business.
Question: ITIL 4 is also applicable to Enterprise Service Management. Do you see potential in your organizations to use ITIL concepts (e.g., Value Stream, Service Request, Assets, etc.) also for business processes?
David Cannon: Since digital technology is used throughout the organization, not just in IT, ITIL provides a way of managing technology throughout the organization. ITIL 4 specifically focuses on how to manage services throughout the enterprise using the concept of value streams. I have seen it used to manage railway systems, consulting groups, and municipal services – not just the technology pieces, but the actual “business” side.
David Lareau: My organization plans to use ITIL concepts and service desk tools for HR requests and property management. The service management and continual improvement concepts proposed by ITIL can be applied almost enterprise-wide.
Svetlana Sidenko: We have already begun applying ITIL principles to non-IT areas such as our course registrations, customer service, and logistics. The concepts of value streams and service management can drive efficiency and collaboration across all business units, not just IT.
Question: I am interested in knowing about organizations adopting maturity models for practices. This part was interesting to me because it makes things more clearly measurable.
David Lareau: At Fondaction, with the help of the IT Chapter, we have established communities of practice, which meet monthly with our ITIL coach to review their practice and execute the action plan for maturity evolution. The steps to reach the next level of maturity are based on a maturity model that is appropriate for us.
Svetlana Sidenko: Using capability and maturity models such as those from Peoplecert or CMMI at the beginning of each improvement cycle is crucial for success. By following the ITIL principle of “start where you are” and conducting consistent bi-annual assessments, organizations can accurately measure progress and make necessary adjustments. IT Chapter helps organizations implement these models to benchmark their current state and create actionable roadmaps for improvement.
Question: A lot of clients are now focusing on Agile ways of working and they don’t want to follow the legacy change management and the lead time. How do we have to adapt to this?
David Cannon: The legacy change management that most organizations follow is usually a bureaucratic application of ITIL and often ignores some of the basic change management principles. ITIL 4 Change Enablement stresses the principles rather than the structures, allowing for flexibility and integration with Agile workflows.
Svetlana Sidenko: ITIL 4’s Change Enablement aligns well with Agile by promoting a flexible approach to managing changes. We advocate for integrating change management processes into Agile workflows, allowing for faster decision-making and continuous delivery without sacrificing control and quality.
Question: On the topic of Shift Left mentioned by David Lareau, what is the success factor to make it happen, especially in a unionized environment?
David Lareau: I have personally advocated for the concept of shift-left for a long time, highlighting the benefits for both the giving team and the receiving team. The cost of resolving a ticket increases as we move further to the right. Setting annual goals in employee evaluations to seize every opportunity to submit tasks to the shift-left approach is crucial.
Question: Have any of you ever worked with MBSE methodologies and tools wherein you applied ITIL?
David Cannon: Personally, I have not, but it focuses on building, maintaining, and using systems, which are used to provide services. The answer is very similar to the answer for DevOps.
Svetlana Sidenko: While I have not directly applied MBSE methodologies with ITIL, both principles can complement each other. ITIL’s focus on service management and MBSE’s emphasis on system design and architecture can work together to ensure that digital transformation initiatives are well-architected and aligned with business goals.
Question: Between DevOps and ITIL, which one is important in an organization and why?
David Cannon: DevOps is about managing products, ITIL is about managing services. Both are necessary because every organization has both products and services. The key is getting them to work together effectively.
Svetlana Sidenko: Both DevOps and ITIL are essential in an organization as they serve different but complementary purposes. Integration of both practices ensures a balance between speed and stability.
Question: As more and more companies are moving to SaaS and PaaS, do you think ESM should be embedded in an ERP or should enterprises focus on service management on its own?
David Cannon: ERP is a specific discipline related to supply chains. Service management supports these supply chains, and integrating them can be beneficial. However, embedding ESM into ERP might limit its broader applicability.
Svetlana Sidenko: While embedding ESM into ERP systems can streamline processes, focusing on service management as its own discipline ensures that all service interactions are optimized and managed effectively, providing greater flexibility and scalability across the organization.
Next Steps 👇
🧠 Develop Your Full Potential in ITIL!
Ready to take the next step in your IT career? Register for our upcoming ITIL 4 training sessions and unlock your full potential. Gain the skills and knowledge needed to excel in the ever-evolving IT landscape.