itil / iso 20000 professional certification myths and realities

Certification Myths and Realities

alejandro.debenedet@exin-exams.comEntrepreneur – International ITSM Speaker – itSMF Representative

Regional Manager EMEA – EXIN International

Aim

Prove the importance of ITIL/ITSM certification to run successful ITSM

process implementations while clarifying myths and considering

benefits and opportunities both for the organizations and the

individuals.-

alejandro.debenedet@exin-exams.com

Aim

Prove the importance of ITIL/ITSM certification to run successful ITSM

process implementations while clarifying myths and considering

benefits and opportunities both for the organizations and the

individuals.-

alejandro.debenedet@exin-exams.com

This is about YOU, the PEOPLE !!!!

Building Blocks

Questionsto theAudience11

WhyWhatCertification22

UnderstandingITIL (ITSM) Certification33

44 Choosingthe righttraining & certification 55 66

Questionsfrom theAudience Feedback

welcomed

Something about you …

11

Starting questions

• How many of you present have an– ITIL Certificate?– ITIL Foundation Certificate?– ITIL “Other” Certificate?– Another ITSM Certificate?

• Based on ISO 20000• Based on MOF• Based on …

Starting questions

• How many of the oneswith a certificateknow:

– Why you have it?– What can you use itfor?

– What can you do next ?

– Know how much it cost?– Know how much youachieved because of it?

– Know how much is worth?

Introduction - Definition

22

Why are CERTIFIED Professionals needed ?

Doctors, lawyers, dentists, teachers, cosmetologists must pass certification programs.

If we really believe ITIT is the FOUNDATION of our society, isn’t it time to add IT WORKERS to that list?

Gary Beach 05-10-2009 cio.com

ITSM is …(and the reason why we need ITSM Certified professionals)

Certification means …

1. The act of certifying– Empowerment: the act of conferring legality or

sanction or formal warrant– Accreditation - the act of granting credit or

recognition

2. Confirmation that some fact or statement is truethrough the use of documentary evidence

3. A document attesting to the truth of certain stated facts

4. Validating the authenticity of something or someone

Why GET CERTIFIED ? 33

Why to get certified

Theory vs Practice

Why to get certified

Teamwork or …

Why to get certified

ChaosBabel Tower

Why to get CERTIFIED

Certified professionals are ALL EQUALAnimal Farm, George Orwell,

Why to get CERTIFIED

Global, Independent

Why do organisations look for certified professionals?

• For the delivery of higher value and higher margin solutions

• For sustainable competitive advantages • For developing skills that work effectively

with cutting-edge technology • For using “real-world” knowledge in

today's open, multi-vendor environments• For adding value to their company and

reward to their employees

Understanding ITIL Certification

ITIL Foundation – They Key to Unlock ITSM Mysteries ?

EXA

M P

ASS

GU

AR

AN

TEE

95% PASS RATE

PROFESSIONAL

PROFESSIONAL QUALIFICATION

QUALIFICATION

DE FACTO

True or False

1. ITSM = ITIL ?

ITSM = IT Service Management

ITIL = IT Infrastructure Library

Source : IT Governance InstituteIT Service Management Space

Source: David Cliffort – EXIN ITSM@ISO20000

1. ITSM = ITIL ?

2. ITIL = ITIL FOUNDATIONS ?

True or False

+

-

ITIL® V3 Qualification Scheme

1. ITSM = ITIL ?

2. ITIL = ITIL FOUNDATIONS ?

3. ITIL FOUNDATIONS = SUCCESSFUL IMPLEMENTATION OF PROCESSES AND PRACTICES BASED ON ITIL/ITSM ?

True or False

The ITIL Foundation True Story:Translating theory into practice ?

Source: Paul Wilkinson – ABC of ICT

What is ITIL Foundations intended for?

ITIL® V3 Foundation (ITV3F.EN) - Summary

The purpose of the ITIL® Foundation certificate in IT Service Management is to certify that the candidate

has gained knowledge of the ITIL® terminology, structure and basicconcepts and has comprehended the core principles of ITIL®

practices for Service Management. The ITIL® Foundation certificate in IT Service Management

is not intended to enable the holders of the certificate to apply theITIL® practices for Service Management without further guidance.

Candidates can expect to gain knowledge and understanding in thefollowing upon successful completion of the education and examinationcomponents related to this certification.

Based on Syllabus 4, released July 6, 2009.

Today´s market reality

44

The shape of economic recovery

20102010 20152015 20202020 20252025Based upon presentation itSMF UK 2009 Ian Pearson

Change as a ConstantBusiness will change faster

Based upon presentation itSMF UK 2009 Ian Pearson

Technology unstoppable progressBased upon presentation itSMF UK 2009 Ian Pearson

Spending increases in 2010Source: Gartner IT Key Metrics Data 2009

IT Spending on Personnel stable through the years

Source: Gartner IT Key metricsData 2009

Check it Up

• Certification opened the door to careeradvances that I would have normallyoverlooked. It is a good way to distinguishyour abilities in a saturated tech market.“

– A. T., Michigan, United States

How important is Certification

3.45

3.59

3.70

3.73

3.89

1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00

Ability to sell to clients

As an internal incentive option

To give a competitive advantage

To build credibility / reputation

To show employee ability

Source: FreshMinds [Base = 377 (individuals all countries); 371 (companies all countries)]

Training and Certification decision making

55

ITSM Implementation TrackSource. G2G3 – Nick – Used by permission

Think First, then Act

• Which PROBLEM do you want to SOLVE?• What do you want people to LEARN?• How will you TRANSFER the knowledgeinto the organization?• Which SOLUTION can ENABLE it?

– Best Practice / Standard – BOK – Training – Simulation – Practice - Certification

• Who needs to be INVOLVED and Why?

Then project starts … (part of another presentation)

Think First, then Act

• Which PROBLEM do you want to SOLVE?• What do you want people to LEARN?• How will you TRANSFER the knowledgeinto the organization?• Which SOLUTION can ENABLE it?

– Best Practice / Standard – BOK – Training – Simulation – Practice - Certification

• Who needs to be INVOLVED and Why?

Then project starts … (part of another presentation)

REMEMBER: ITIL is not the GOAL but

one of the MEANS to allign IT to the

Business needs and unlock its potential

ROI

Make the Car go FASTERSource: Atwell Williams – 2do Foro Internacional de ITIL & ITSM 2009 – MTY, Mexico

What to look for in a Qualification

Job focused knowledgeCompletenessFuture possibilitiesPast achievements recognized

AcceptanceCommunityROI

Recognition

AvailabilityLocalizationIndependance

Evaluating

Applying

Analysing

Remembering

Understanding

Creating

Choose the right Certificate for each person/role

Understand basic principles of ITSM and Quality ManagementUnderstand the ISO/IEC 20000 and its role in ITSMUnderstand the requirements of ISO/IEC 20000-1 Understand the specifications of ISO/IEC 20000-2

Specialized Trainings aimed at IT Professionals involved in IT Service Management5 Trainings built following the ISO/IEC 20000 Groups of Processes

Internal AuditorsQuality Insurance Dept.

Independent / Lead Auditors

CIO’sAdministrators, managers,

consultants "Equivalent“ to ITIL Service

Manager

Remember …

Team Excellence

– Team skill is directly responsible for organizationalperformance

– Certified professionals in a team impacts directlythe team performance

– 80% of IT managers believe their teams require a significant amount of task-specific skills to performtheir assigned duties

IDC White paper: Value of certification and Organizational Performance – Nov 06

Certified Teams

One clear and straightforward way ofimproving performance is to increasethe overall capability, or skill, of thekey teams.

IDC White paper: Value of certification and Organizational Performance – Nov 06

It is clear that everyincrease in team skill

improves organizationalperformance

Make IT to the TOP

•

AssessYourNeeds

Train (Accreditedtraninig onlyPLEASE)

Practice

(simulat

ions

IN)

GET

CERTIFIED

DeliverExpectedResults

Learn bydoing ...Check Check resultsresults, , start start againagain

ROI ROI

IT !!!IT !!!

We aim to make the

difference

Thank Youalejandro.debenedet@exin-exams.com