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About ITIL service management

ITIL is the world’s leading set of service management best practices. ITIL defines common terms, concepts and processes that organizations use world-wide. Organizations of all shapes and sizes can adapt ITIL as it is flexible and scalable. A key contributor to ITIL’s success is the associated ITIL qualification and training schemes.

What are the benefits of ITIL training?

1.  Recognized qualification

ITIL qualifications set international benchmarks of quality for all people within the IT profession across the world. Service providers and individuals recognise the ITIL brand and this is a key motivator for ITIL training. People feel that their qualification will be worth the effort and help their career development.

2. Learning a common language

Many people are already using service management processes but they may not be using standard processes or terminology. ITIL training helps people to learn a common language for service management that applies across global supply chains. People also want to be part of the ITIL community that speaks this language.

3. Doing a better job

Most people want to find smarter ways of working – this helps them to demonstrate their value in the workplace. Students identify potential improvements during ITIL courses and workshops. This motivates them to go and use what they have learnt on ITIL training courses. By learning ITIL, they can contribute effectively to service delivery and improvement initiatives. They also understand their roles and responsibilities within service management and delivery.

4. Changing behaviour

The ITIL training scheme encourages people to think about new ways of working and approaches for improving customer satisfaction. ITIL is designed to help everyone to focus their attention on the needs of the customers and user experience rather than focussing too much on the technology issues when engaging with customers. By learning about ITIL, individuals can contribute effectively to improving service delivery and changing behaviour. This helps to change an organization’s culture, for example from a reactive culture to a proactive culture.

5. Building capability and confidence for action

Delivering service successfully depends on personnel involved in service management having the appropriate competencies, skills and experience. ITIL training and qualifications help people to build confidence that enables them to improve service delivery to customers.

6. Building trust 

Building greater confidence in service management helps people to focus more on customer satisfaction and delivering the business outcomes that customers need. This leads to better engagement with customers that leads to a more trusted relationship.

7. Competitive edge

ITIL provides processes and models to help service providers to work with their business, customers, users and suppliers in a standard way. ITIL training helps people to understand the processes and models and this gives a service provider a competitive edge.

About the ITIL qualification and training scheme

The ITIL qualifications scheme is modular and this provides a flexible approach to training for organizations planning a training programme and for individuals. The ITIL qualification scheme offers the following levels of certification:

  • ITIL Foundation in Service Management
  • ITIL Intermediate Level
  • ITIL Expert Certificate
  • ITIL Master Qualification


About the Author

ConnectSphere specialises in the application of ITIL and other service management best practices and is an author of the ITIL Service Transition publication. ConnectSphere is an ISEB accredited training organization with members of staff on the ITIL exam panels. ConnectSphere can help your people to learn about ITIL service management. 

ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office

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