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Chapter 9 ■ ITIL Foundation Exam Tips and Tricks
9.4.2 Do I Need an IT Background to Become ITIL
Certified?
You don’t become ITIL certified for the heck of it, right? You try to find a role in line
with ITIL and become employable through the certification. If you do not have an IT
background, you can become ITIL Foundation certified, as long as you understand
the concepts. However, for you to just start working in an ITIL organization, it will be
a massive hill to climb. ITIL concepts are used in the workplace closely with the IT
topologies and frameworks, and the disability sans IT knowledge will leave you wanting
in every activity hurdle that you come across. My advice is that you enroll yourself
in some IT training as well to become aware of the IT infrastructure, networks, and
applications. To summarize, there is no ITIL without IT.
9.4.3 I Am in Software Development. I Want to Change
My Career to ITIL-Based. What Can I Pick Up?
Software development follows project management methodology. Software support,
however, works on service management. So if you want to switch over in a technical area,
software support is the area that you should aim for. If you are interested in moving over
to the management side of things, all the roles that ITIL has to offer are up for grabs. But
for starters, you can aim at managing incidents by working as an incident manager or
managing changes by working as a change manager. In short, on the management side of
things, the roles are pretty interchangeable if you have the right kind of mindset for it.
For example, if you are a methodical and organized person, I recommend a change
to a manager’s role. If you are a communicator who can bring parties together, and if you
like action, incident manager is the role to move into. And if you are the investigative type
of a person, problem manager should be your pick.
9.4.4 What Are the Entry-Level Roles in ITIL?
Service desk is the most popular entry-level role in ITIL. Other roles that are offered
to start are service reporting, operations control (monitoring batch runs), request
fulfillment, and access management roles.
However, every organization might tag certain roles as entry level depending on their
maturity and the expectations of their customers. I have seen certain organizations hire
IT professionals with barely a year of experience as incident and problem managers. I
have my reservations against hiring inexperienced professionals for such roles. I believe
that these roles are developed with experience, and a less-experienced person may not
see all the aspects that an experienced campaigner would be able to address.
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