So many computer skills, so little time. And when it comes to ITIL® 4, how do you sift through the mass of options available to you and determine which course is right for you? Well, luckily for you, this is where we're here to help!
What is ITIL 4?
ITIL is a set of IT service management best practices that allow you to monitor, sculpt, and improve your IT services. In 2019, the framework was updated to bring it in line with the Fourth Industrial evolution, which created a more complex and faster environment that organizations had to adapt to. ITIL 4 provides a new digital operating model, designed not only to help ITSM professionals, but also for a wider range of roles working in the digital world.
ITIL 4 examines the impact of technology on the business as a whole, not just from the perspective of the IT department. It easily integrates with the principles of agility and DevOps and offers a flexible basis to support organizations in their digital journey. ITIL 4's focus on the broader context of customer experience, value streams and digital transformation means that it can help you bring trust and reassurance to your customers, while consistently delivering better services. .
There are so many different modules! Which one is right for me?
There are four levels of certification in ITIL 4:
· Foundation
· Management professional
· Strategic leader
· Master
Foundation
If you are completely new to ITIL, ITIL Foundation is your new best friend. In fact, Foundation certification is a prerequisite for all other modules, so it's an absolute must! From there, you then have the choice of following the flow of management professionals or strategic leaders, each with their own set of additional modules. Which route you choose depend son which direction you want to take your career in or which will be most applicable to your current role (but we'll talk about that later).
Management professional
This certification stream is aimed at IT professionals working in digital teams. It provides you with the practical and technical knowledge you need to successfully run IT departments, teams, and workflows. The four modules of this level are:
ITIL 4 Specialist: Create, Deliver and Support (CDS) - for IT professionals responsible for service delivery
ITIL 4 Specialist: Drive Stakeholder Value (DSV) - for people responsible for designing or managing journeys or user experiences
ITIL 4 Specialist: High-velocity IT (HVIT) - for people involved in digital transformation projects and IT service delivery
ITIL 4 Strategist: Lead, Plan and Improve (DPI) - for IT and digital managers responsible for ensuring work is aligned with strategic goals
Strategic leader
This flow is about the big picture - recognizing that the value of ITIL extends beyond IT operations, into all digital services as part of an overall business strategy. There are two modules in this level:
ITIL 4 Strategist: Lead, Plan and Improve (DPI) - for IT and digital managers responsible for ensuring work is aligned with strategic goals
Leader ITIL 4: Digital and IT Strategy (DITS) - for existing and aspiring IT managers responsible for developing and implementing IT and digital strategy
Master
This is the highest level of certification in ITIL 4, and invalidates an IT professional's ability to apply ITIL principles, techniques and methods in the workplace. There is no fixed schedule or training course for this certification, as the theory tested will depend on the nature of the situation chosen by each candidate.
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How do these elements relate to professional roles?
So, now that we have a better understanding of how ITIL 4flows work, you need to figure out which is the right path for you? Well, it all depends on your current role and where you are going. Below, we've broken downhome areas of IT Service Management, and some of the roles associated with them, to help you start planning your ITIL career path.
Project management
IT project support
As you can imagine, this role supports the project team when it comes to IT. With tasks Day-to-day activities such as setting up and maintaining project tools and collecting data, ITIL 4 Foundation will serve you well in this starting role.
If you are already in a project support role and looking to move into an IT project manager role then HVIT would be a good choice for your next module as it is perfect for people working on digital transformation projects , and examines how to bridge the gap between operations and development.
Roles in a similar category: IT project manager, IT program manager.
Service operation
IT operations manager
Responsible for delivering live service operations, this role is quite broad and specific responsibilities will depend on the size of your organization. But generally speaking, this role has overall responsibility for the service desk and the teams that maintain the IT infrastructure.
The Managing Professional pane of ITIL 4 is ideal for IT Operations Manager. The CDS module focuses on how to effectively manage IT teams, improve existing processes and optimize value streams and workflow, while the DSV module focuses on stakeholder management and 'building relationships of trust, in order to target them with the right services and value propositions. HVIT looks at how to co-create and deliver services quickly, and DPI will support you in driving and managing organizational change.
Roles in a similar category: application support specialists, IT support technicians and service center managers.
Service transition
IT change manager
This role is responsible for addressing change within IT which, of course, is constant. The main challenges may involve standardizing methods and tools to support the management of IT infrastructure, as well as protecting the live environment planning and phased software updates to avoid unnecessary complications.
With change being such an important part of business strategy, the ITIL 4 Strategic Leader Flow is the path we would recommend - the DITS module in particular focuses directly on the changing digital world and how this can affect companies, and the DPI module has a strong emphasis on driving and managing organizational change
Roles in a similar category: IT Configuration Manager, Release Manager.
Service strategy and design
Service level manager
Service level managers are responsible for agreeing levels and key performance indicators for IT departments. They need to track the performance of these services and ensure that the various IT support teams involved know what needs to be done to provide these services on a daily basis.
With such a focus on key performance indicators of service delivery, the best certification path for this type of role would be through the Professional Management stream. We recommend that you start with the CDS module, as it covers basic service management skills, including how to improve existing processes. It covers service performance, providing you with an understanding of service quality and improvement methods.
Roles in a similar category: IT Security Architect, Business Relationship Manager.
Obviously, there are many other roles that fall under IT service management. But rather than listing them all here in one lengthy blogpost, why not reach out to our team to discuss how ITIL can help you advance in your career?! Further information is also available on the course pages of our website.
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