I realized recently that while many organizations and jobs require ITIL certification, few say why. I've thought about it, and here is what I came up with... The reasons behind this requirement are multifaceted and deeply rooted in ITIL practices' benefits to an organization. Standardization and Best Practices ITIL provides a set of standardized best practices for IT service management (ITSM). This standardization ensures that all certified professionals have a consistent understanding of IT processes, leading to more efficient and predictable outcomes. By implementing ITIL, organizations can align their IT services with business needs, reducing waste and increasing value delivery. Enhanced Service Delivery One of the core objectives of ITIL is to improve service delivery. ITIL-certified professionals are trained to optimize IT services, ensuring they meet the expectations and requirements of customers. This leads to higher customer satisfaction and retention, as well as

At ITSM Academy, we are always eager to share valuable insights and research that contribute to the advancement of IT service management practices. In their latest report, Unlock the Power of ITIL , Eveline Oehrlich and Alexander Bassett dive deep into ITIL's role in modern enterprises and how it significantly impacts IT service management.  Although we didn’t participate in the research or the creation of the paper, we are delighted to share it with our community. click to view the recap Drawing insights from a comprehensive survey conducted by Research In Action , which involved 1,500 IT managers with budget responsibilities from enterprises worldwide, this report highlights key trends and developments in ITIL adoption and its profound effects on business operations. The survey, conducted over six months from January to June 2023, provides a detailed analysis of how ITIL is being leveraged by enterprises to optimize IT service delivery, enhance operational efficiency, and drive

ITIL® 4: Create, Deliver and Support (CDS) is one of four managing professional modules, which provide practical advice building upon the concepts described in ITIL 4 Foundation. CDS explores the creation and delivery of service management, as well as the tools, technologies, and methods that support it. Originally posted on  The Axelos Blog , March 2021 and written by Solmaz Purser - Project Editor, Axelos The organizational structure determines how successful an organization will be in achieving its goals, as it regulates how individuals and teams within an organization interact with each other and with the organization. CDS explores the four main types of organizational structures. Of course, an organization can decide to forego any kind of structure, but that would be a very short-lived organization where nothing gets done! Functional A functional organizational structure is a typical hierarchal structure based on control, lines of authority, or technical domain. Basically, this

Without the right tools and processes in place, Customer Success Managers (CSMs) can sometimes find themselves falling into the trap of playing a very reactive role…sort of like glorified tech support. CS leaders are always looking for better ways to ensure Customer Success plays a more dynamic role in meeting customers’ needs. Part of ensuring your CSMs’ ability to be more proactive and productive involves giving them the space and resources to meet customer needs, while simultaneously working with customers to take the relationship a step further, to drive stakeholder value. Originally posted by  ESG  - delivering Customer Sucess as a Service Turns out, there’s actually a really handy parallel between this concept in CS and the “Drive Stakeholder Value” Managing Professional Module that is part of the latest version of ITIL, ITIL 4. What is ITIL you ask? ITIL is a leading service management framework that IT service organizations use to ensure the businesses and customers they suppor

Guest host post by Lisa Schwartz , ITSM Academy Founder and Chief Experience Officer Many years ago, I attended a presentation at an itSMF conference where the speaker introduced the audience to the mantra; Discuss, Decide, Champion. It's a decisive approach to building a healthy culture. Culture is more than a buzzword—it's the essence of how we interact, work, and live together. At the heart of a thriving culture is a simple yet powerful mantra: discuss, decide, champion. This approach fosters open communication, decisive action, and unwavering support for shared goals. It is a powerful tool for promoting positivity and discouraging negativity. Discuss: The Foundation of Understanding Every strong culture begins with open dialogue. Discussing ideas, challenges, and solutions openly and honestly allows for a diversity of perspectives. It's through these discussions that we gain a deeper understanding of each other's viewpoints, fostering empathy and collaboration. By

ITIL, originally known as the IT Infrastructure Library, serves as a globally recognized framework for IT service delivery. It advocates for best practices in IT Service Management (ITSM), fostering the standardization of various processes and stages across the IT lifecycle. Initially introduced by the British government's Central Computer and Telecommunications Agency (CCTA) in the 1980s, ITIL aimed to establish consistent guidelines and mitigate disparities among evolving IT architectures. Over the years, ownership has changed multiple times. In 2021, PeopleCert bought AXELOS, the owners of ITIL. ITIL 4 represents the latest iteration of the framework, and holds significant importance for organizations for several key reasons: Standardization : ITIL provides a set of best practices and guidelines for IT Service Management (ITSM). By implementing ITIL practices, organizations can standardize their IT processes and procedures, ensuring consistency and reliability in service deliver