itil / iso 20000 professional certification myths and realities
DESCRIPTION
Brings clarity regarding the link between the value of certification and ITSM practice based on ITIL or ISO20000 or both. It includes the individual\'s perspective and the organization\'s benefits: What is there for me? What can certifications do for you and your current organization? How can I really know which certification and level to choose from? Will this help in the current business reality? Does it really prove ones competencies and benefits the organization?. What is the real and perceived value? The presentation includes an open and honest view on professional exams and certifications It shows why being a certified professional or employing one is a secure way of getting a return on a training investment.TRANSCRIPT
Certification Myths and Realities
[email protected] – 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.-
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.-
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 !!!
