theartofservice

As part of an upcoming series of interviews, Michael is interviewing various “people” who work within the ITIL Framework… the ITIL Familiy!!!!!!

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i recently read an article (translated source: Guide Online) that highlights the major benefits of having certified ITSM Staff.

the greatest benefit stated was a 28% inrease in productivity than non-certified teams.  They continue to say that certification led to a 17% decrease in hiring of of outside people on an adhoc basis. - indicating a preferred reguirement for certified applicants.

Lastly, in relation to project based implemtation, it highlights the $$ saving and time saving by having certified personnel.

Although to us, it is obvious, but we are forever spending our time convincing the Business of the benefits, noy only of having an ITSM framework, but also ensuring our staff are certified.

I have had numerous discussions with  course participants who are confused as to why their boss is sending them to the course.  Common issues are the “perceived relevance” of the ITIL Framework in its entirety to them, or how they “fit” into the framework: “I’m just a developer.  What do I need to know this stuff for?”   My reponse is usually the awareness, not a mushroom, we all play a part in ITSM - and this helps us to understand the bigger picture of how…..

Now - i shall use this data, and what powerful data it is.

The full article can be found at - http://www.kluwermanagement.nl/?m=news&f=detail&id=15524 (it is in Dutch, mind you )

Till next time,

Cheers from the team from The Art of Service

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