1. The evolution of ITIL
ITIL Practitioner is the last, missing piece of the jigsaw – it’s the qualification that will equip IT Service Management (ITSM) practitioners with the answers to the questions they’ve been asking:
- Where do I start?
- How do I identify the business’ pain points?
- What part of ITSM do I need to address first?
- How can I make a quick impact and get people on board?
- How do I keep the momentum going?
2. Adopting ITIL in the workplace
A lot of feedback for ITIL V3 showed that Foundation “enlightened” but didn’t necessarily “empower”; V3 took on a service lifecycle approach – and rightly so – but that meant it covered a much wider subject matter in less depth whereas V2 provided practical advice allowing practitioners to return to the workplace and action their learnings. Practitioner will expand upon ITIL Foundation with a more practical approach.
3. A Focus on Continual Service Improvement (CSI)
Practitioner will not only enable people to know where to begin when leveraging ITIL but it will focus on keeping the momentum going once they’ve started. CSI will be a main focus in the qualification to show practitioners how to deliver true value and then keep delivering it.
4. Fighting resistance to change
Practitioners need to make a business case that demonstrates what can be achieved; it’s about giving people the power to get their ideas heard. This has a lot to do with the “people” side of IT. There will always be resistance to change whether it is changing tools, processes or behaviours and therefore ITIL Practitioner will be incorporating Organizational Change Management (OCM) to help identify that resistance and get buy-in.
5. Knowing where to begin
Many turn to the process maturity assessment as the place to start but that’s not necessarily correct; it doesn’t ask whether the problems identified in the assessment address the business needs. It has a part to play but the person making the improvements needs to identify the real pain points in the business and from there select the right service management processes to solve them. ITIL Foundation gives you the broad view of the 26 ITIL processes across the service lifecycle; ITIL Practitioner will give you the tools and skills to make those processes happen in the workplace.
6. Creating a journey plan
One thing we’d like to include in ITIL Practitioner is how to create a journey plan; this will enable practitioners to break down processes they want to implement into do-able chunks of work that can be completed in a realistic timeframe. Practitioners must recognize that not everything can be done at once; it’s overwhelming and ineffective to introduce too many processes in one go. ITIL Practitioner will look at quick wins – achievable outcomes in realistic timeframes – so people can see the success and build the momentum.
7. Reiterate the importance of adopt and adapt
ITIL was never meant to be implemented word-for-word from the publications. There are still many people that don’t have a full understanding of their organization and the constraints upon it – resources and finances – and they take ITIL verbatim, though ITIL doesn’t work that way. ITIL needs to be adopted and adapted to an organization; therefore practitioners need to understand how it will work for them in a simple and uncomplicated way. Practitioner is about understanding what people want, the business needs and continuing the journey.
8. Adding to the ITSM toolbox
ITIL Practitioner is about giving you the skills to carry out ITSM in your organizations so we’re looking wider than just ITIL at any approaches that could be leveraged for the practitioner to use in the workplace. We’re teaching how to leverage ITIL but if other approaches help practitioners, we will reference them.
9. Increased value
The skills taught in ITIL Practitioner are there to make a difference in the organization – it’s about getting value from the training and reflecting that in the workplace. ITIL Practitioner will enable practitioners to create a business plan by identifying the business needs and demonstrating the improvements made in the pain points – that is showing the value.
10. Practitioner’s development
As ITIL Practitioner is being developed we are focused on getting it right – and we have some really great minds working on this from around the globe. When the first few people undertake the qualification and the benefits of it are realized, Practitioner will become recognized as a valuable certification for all professionals.
ITIL Practitioner training will be different from traditional training; we’re working on making it more interactive and testing people’s application of the training through innovative ways of engagement and participation to truly yield the best results.
For more information, visit our ITIL Practitioner section.
Have you used ITIL to manage services for your organization? What do you think are the key elements of service management that ITIL can help ITSM practitioners address? Please share your thoughts in the comments box below.