How can service desk staff develop ITIL skills and competencies through training and certification?

1 Benefits of ITIL

ITIL training and certification can greatly benefit service desk staff, providing them with a common language and framework for IT service management, helping them to understand customer needs and expectations, guiding them in the application of best practices for various IT services, enabling them to identify and implement service improvements, and offering a clear and structured career path. This can improve their performance, knowledge, customer satisfaction and loyalty, efficiency, effectiveness, quality of service delivery, value and innovation of IT services, confidence, motivation, and recognition.

2 Levels and options

ITIL training and certification is divided into four levels: Foundation, Practitioner, Intermediate, and Expert. Each level has different objectives, prerequisites, and exam formats. Service desk staff can select the level and option that best suits their needs, goals, and experience. The Foundation level is the entry-level certification that covers the basic concepts, principles, and terminology of ITIL. It is suitable for those who are new to IT service management or those who work in a service desk role. The exam consists of 40 multiple-choice questions and lasts one hour. The Practitioner level focuses on how to apply ITIL best practices in various scenarios and contexts. It is suitable for those with some experience in service desk roles. The exam consists of 40 multiple-choice questions based on case studies and lasts two hours. The Intermediate level covers the different aspects and processes of ITIL in depth. It is suitable for those with significant experience in service desk roles. There are two streams of intermediate certifications: Service Lifecycle and Service Capability. This exam consists of eight complex scenario-based questions and lasts 90 minutes. Lastly, the Expert level demonstrates a comprehensive understanding of ITIL. It is suitable for senior or leadership roles in a service desk. This exam consists of a multiple-choice complex scenario test and lasts two hours. To qualify for this level, candidates need to have at least 17 credits from the previous levels and pass the Managing Across the Lifecycle module.

3 Preparation and success

Preparing for ITIL training and certification requires dedication and commitment. Service desk staff can increase their chances of success by assessing their current level of knowledge and skills, choosing the appropriate certification, enrolling in an accredited training course, reviewing the syllabus and exam format, studying regularly, practicing their exam skills and techniques, seeking feedback and support from peers, mentors or online communities, and staying motivated. These tips can help them identify their learning objectives, familiarize themselves with ITIL terminology and concepts, use various sources to study, practice time management, question analysis, elimination and verification techniques, and celebrate their achievements.

4 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?