Over the last year and a bit, our team has been lucky to have had the opportunity to meet with and speak to the wonderful ITSM community worldwide to understand how ITIL is being used to deliver value with IT Service Management (ITSM). A lot of this is captured in the AXELOS blogs, our white papers and case studies, and we are continuing to share what we have learned. We are truly awed by the dedication and energy we have witnessed.
In addition to adding to our knowledge base of what works best in real life and the growing portfolio of good practice, we have also learned of specific challenges. And now is the time to attack these challenges head on. How, you ask? Almost a year ago, in my blog post The Future of ITIL®, I said: “ITIL will be focusing on a holistic approach, complementing the core principles with additional guidance on how to choose and design good processes, work with and enable people, and leverage technology to support it all.” We need to truly deliver on the promise made by ITIL.
The landscape has changed
The demands organizations are putting on their IT teams and IT service providers have changed significantly in the recent years. In many cases, we have moved from “let’s keep everything as stable as possible” to “let’s be as agile as possible (and make sure we can recover instantly)”. The technological capabilities - such as those enabled by rapidly evolving cloud computing - and associated practices have made it possible to better answer those demands. The detailed ‘how’ of all of this depends, though - what works for a Bay Area start-up might not work for a large multinational enterprise, and the expectations from existing customers of 10+ years differ from those acquired yesterday. For ITSM professionals, there is an ever-growing demand for more practical guidance on how to design fit-for-purpose and fit-for-use services and supporting processes.
That is where ITIL and other philosophies, frameworks and methodologies - such as Lean, DevOps and Agile - need to intersect for the best results. There are no silver bullets - organizations need to wisely choose the best ways to address specific challenges. ITIL helps with this by providing the framework where good practice of the ‘how’ can be plugged in to. Additional, practical guidance is needed to bring this to life.
Enter… ITIL Practitioner
Setting what is often (mistakenly!) considered to be the last ITIL lifecycle stage, almost a nice-to-have feature - Continual Service Improvement (CSI) - as the backbone of the new qualification, ITIL Practitioner brings what is one of the most under-used and under-valued parts of ITIL to the real world. It is CSI that helps organizations to focus on the improvements delivering most value and to make sure the services and the practices supporting these can keep up with the needs from the ever-changing organization, and continually improve.
ITIL Practitioner equips ITSM professionals with the tools to identify the improvement needs and priorities in their organization, to successfully start and run the improvement initiatives and to deliver the value expected. The qualification - and the guidance supporting it - brings together various parts of ITIL, adding more detail as required, and combines this with the practical ‘how to’. The good practice from ITSM professionals from around the world is distilled into concepts, models and capabilities, and complemented with tools and methods to place it in the context of a specific organization. This is what we have been asked for. This is ITIL Practitioner.
Above all - collaboration
The principles enshrined in ITIL Practitioner have been used by outstanding ITSM professionals and successful consulting organizations for some time; now we are making the practical approach more readily available and usable for everyone by working hand-in-hand with practitioners globally.
This highly collaborative way of working is an indication of how we are approaching the development of the ITIL framework - as I’ve said many times before, the ITIL of the future is from practitioners, for practitioners.
We encourage ITSM professionals from around the world to get in touch with us and share your personal good practice - philosophies, methods, tools and tweaks you have successfully used to deliver value to your organization or to your customers. This is your chance to take part in developing global best practice, your chance to demonstrate what good looks like.
There are two main beliefs we follow in developing the qualification. Firstly, the additional guidance and the training program need to provide the means and methods to acquire the skills to apply the theory in practice. Secondly, the exam needs to test these practical application skills. The delegate, when going back to their workplace, needs to have the confidence that they can deliver. Their organization needs to share that confidence.
ITIL Practitioner will raise the organizational maturity in building valuable services and focusing on what matters. It will make it easier for the organizations that have made an investment in ITIL to maximize the benefits of it. And consultants helping these organizations are met by better informed and better performing customers, allowing more value to be delivered quicker. Vendor relationships will morph into partnerships.
A year ago I said the future for ITIL was bright; this year, it’s also more practical.
The latest news on ITIL Practitioner can be found on our website: https://www.axelos.com/qualifications/itil/itil-practitioner.
Read the previous blog from Kaimar Karu, The Future of ITIL®.