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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. 239
Chapter 9 ■ ITIL Foundation Exam Tips and Tricks 9.4.5 What Is the Normal Role Progression in Service Operations? Service operations offers the most number of jobs in any service provider organization. When it comes to progression, service desk followed by request fulfillment and access management are considered junior-level roles. The next role hierarchy in service operations is an incident manager followed by a problem manager. In some organizations, incident management is placed above problem management, as incidents are viewed as critical over problems. Incident management roles are divided into incident manager and major incident managers. The major incident managers are often experienced professionals with over ten years of ITIL experience under their belts. Although change management is a process under service transition, for most practical purposes, the roles are considered as service operations. Change manager roles are considered in line with the problem manager roles. 9.4.6 What Are the Technical Roles in ITIL? There are a number of technical roles in ITIL. The processes that I discussed under service design offer technical ITIL roles. For example, an availability manager is expected to understand the technicalities of a service, infrastructure, and applications involved. An information security manager must have additional IT security-related certifications like CISA to be effective in the role. In service operations as well, the event manager plays a technical role rather than a management role. Other roles include the release manager, capacity manager, and IT service continuity manager, among others. 9.4.7 I Am Excellent at Customer Service. What Role Should I Aim for? I recommend customer-facing roles for those who have a natural ability to connect and build rapport with people. These roles include the service-level manager, business relationship manager, and service delivery manager. Also, you will have sales roles in all organizations, where you are expected to meet customers and showcase the service management capabilities. 9.4.8 What Is the ITIL Role That You Have Enjoyed the Most? This question was posed to me about five years ago. My answer was different then, it will be different now, and I am sure in years to come, it will change again based on my experiences in IT service management. To answer the question, I enjoy working as a consultant. My job involves finding a solution to a business or a management problem, and providing all the plans necessary to implement it. The job involves plenty of customer interactions, makes full use of my ITIL expertise, and the short terms associated with consulting projects ensure that I don’t get saturated over time. 240
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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Chapter 2 ■ Generic Concepts 2.2.
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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Chapter 6 ■ Service Transition
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Page 255 and 256: Index A Access management and info
Page 257 and 258: ■ INDEX definition, 108 objective
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