Brings clarity regarding the link between the value of certification and ITSM practice based on ITIL or ISO20000 or both. It includes the individual\'s perspective and the organization\'s benefits: What is there for me? What can certifications do for you and your current organization? How can I really know which certification and level to choose from? Will this help in the current business reality? Does it really prove ones competencies and benefits the organization?. What is the real and perceived value? The presentation includes an open and honest view on professional exams and certifications It shows why being a certified professional or employing one is a secure way of getting a return on a training investment.

1. Certification Myths and Realities

2. alejandro.debenedet@exin-exams.com
Entrepreneur – International ITSM Speaker – itSMF Representative
Regional Manager EMEA – EXIN International

3. Aim
Prove the importance of ITIL/ITSM
certification to run successful ITSM
process implementations while
clarifying myths and considering
benefits and opportunities both for
the organizations and the
individuals.-
alejandro.debenedet@exin-exams.com

4. Aim
Prove the importance of ITIL/ITSM
certification to run successful ITSM
process implementations while
clarifying myths and considering
benefits aboutopportunities both for
This is and YOU, the PEOPLE !!!!
the organizations and the
individuals.-
alejandro.debenedet@exin-exams.com

5. 1
Questions
to the
Audience
3
Understanding
ITIL (ITSM)
2
Why Certification
What
Certification
Choosing
4 the right
training &
certification
5 Questions
from the
Audience
6 Feedback
welcomed
Building Blocks

6. 1
Something about you …

7. • How many of you present have an
– ITIL Certificate?
– ITIL Foundation Certificate?
– ITIL “Other” Certificate?
– Another ITSM Certificate?
• Based on ISO 20000
• Based on MOF
• Based on …
Starting questions

8. • How many of the ones
with a certificate
know:
– Why you have it?
– What can you use it
for?
– What can you do next ?
– Know how much it cost?
– Know how much you
achieved because of it?
– Know how much is worth?
Starting questions

9. 2
Introduction - Definition

10. Doctors, lawyers, dentists, teachers, cosmetologists
must pass certification programs.
If we really believe IT is the FOUNDATION of our society,
isn’t it time to add IT WORKERS to that list?
Gary Beach 05-10-2009 cio.com
Why are CERTIFIED Professionals needed ?

11. ITSM is …
(and the reason why we need ITSM Certified professionals)

12. 1. The act of certifying
– Empowerment: the act of conferring legality or
sanction or formal warrant
– Accreditation - the act of granting credit or
recognition
2. Confirmation that some fact or statement is true
through the use of documentary evidence
3. A document attesting to the truth of certain stated
facts
4. Validating the authenticity of something or
someone
Certification means …

13. Why GET CERTIFIED ? 3

14. Why to get certified
Theory vs Practice

15. Why to get certified
Teamwork or …

16. Why to get certified
Babel Tower
Chaos

17. Why to get CERTIFIED
Animal Farm, George Orwell,
Certified professionals are ALL EQUAL

18. Why to get CERTIFIED
Global, Independent

19. • For the delivery of higher value and higher
margin solutions
• For sustainable competitive advantages
• For developing skills that work effectively
with cutting-edge technology
• For using “real-world” knowledge in
today's open, multi-vendor environments
• For adding value to their company and
reward to their employees
Why do organisations look for certified professionals?

20. Understanding ITIL Certification

21. DE
FA
C TO
PR
OF
QU ESS
ALI IO N
FIC AL
AT
ION
EXAM PASS GUARANTEE
AT E
SR
% PAS
95
ITIL Foundation – They Key to Unlock ITSM Mysteries ?

22. 1. ITSM = ITIL ?
ITSM = IT Service Management
ITIL = IT Infrastructure Library
True or False

23. Source: David Cliffort – EXIN ITSM@ISO20000
IT Service Management Space
Source : IT Governance Institute

24. 1. ITSM = ITIL ?
2. ITIL = ITIL FOUNDATIONS ?
True or False

25. -
+
ITIL® V3 Qualification Scheme

26. 1. ITSM = ITIL ?
2. ITIL = ITIL FOUNDATIONS ?
3. ITIL FOUNDATIONS = SUCCESSFUL
IMPLEMENTATION OF PROCESSES AND
PRACTICES BASED ON ITIL/ITSM ?
True or False

27. Source: Paul Wilkinson – ABC of ICT
The ITIL Foundation True Story:
Translating theory into practice ?

28. ITIL® V3 Foundation (ITV3F.EN) - Summary
The purpose of the ITIL® Foundation certificate in IT Service Management
is to certify that the candidate
has gained knowledge of the ITIL® terminology, structure and basic
concepts and has comprehended the core principles of ITIL®
practices for Service Management. The ITIL® Foundation certificate in IT
Service Management
is not intended to enable the holders of the certificate to apply the
ITIL® practices for Service Management without further guidance.
Candidates can expect to gain knowledge and understanding in the
following upon successful completion of the education and examination
components related to this certification. Based on Syllabus 4, released July 6, 2009.
What is ITIL Foundations intended for?

29. 4
Today´s market reality

30. 2010 2015 2020 2025
Based upon presentation itSMF UK 2009 Ian Pearson
The shape of economic recovery

31. Based upon presentation itSMF UK 2009 Ian Pearson
Change as a Constant
Business will change faster

32. Based upon presentation itSMF UK 2009 Ian Pearson
Technology unstoppable progress

33. Source: Gartner IT Key Metrics Data 2009
Spending increases in 2010

34. Source: Gartner IT Key metricsData 2009
IT Spending on Personnel stable through the years

35. • Certification opened the door to career
advances that I would have normally
overlooked. It is a good way to distinguish
your abilities in a saturated tech market.“
– A. T., Michigan, United States
Check it Up

36. To show employee ability 3.89
To build credibility / reputation 3.73
To give a competitive advantage 3.70
As an internal incentive option 3.59
Ability to sell to clients 3.45
1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00
Source: FreshMinds [Base = 377 (individuals all countries); 371 (companies all countries)]
How important is Certification

37. 5
Training and Certification decision making

38. Source. G2G3 – Nick – Used by permission
ITSM Implementation Track

39. • Which PROBLEM do you want to SOLVE?
• What do you want people to LEARN?
• How will you TRANSFER the knowledge
into the organization?
• Which SOLUTION can ENABLE it?
– Best Practice / Standard
– BOK – Training – Simulation – Practice - Certification
• Who needs to be INVOLVED and Why?
Then project starts … (part of another presentation)
Think First, then Act

40. REMEMBER: ITIL is
not the GOAL but
• Which PROBLEM do you want to SOLVE?
• What do you want people to LEARN?
one of the MEANS
• How will you TRANSFER the knowledge
into the organization?
to allign IT to the
• Which SOLUTION can ENABLE it?
Business needs and
– Best Practice / Standard
– BOK – Training – Simulation – Practice - Certification
unlock its potential
• Who needs to be INVOLVED and Why?
Then project starts … (part of another presentation)
Think First, then Act

41. ROI
Source: Atwell Williams – 2do Foro Internacional de ITIL & ITSM 2009 – MTY, Mexico
Make the Car go FASTER

42. Job focused knowledge
Acceptance
Completeness
Community
Future possibilities
ROI
Past achievements recognized
Availability
Localization
Independance
Recognition
What to look for in a Qualification

43. CIO’s Creating
Internal Auditors
Administrators, managers,
Quality Insurance Dept.
consultants
"Equivalent“ to ITIL Service Evaluating
Manager Independent / Lead Auditors
Analysing
Specialized Trainings aimed at IT Professionals involved in IT Service Management
5 Trainings built following the ISO/IEC 20000 Groups of Processes
Applying
Understanding
Understand basic principles of ITSM and Quality Management
Understand the ISO/IEC 20000 and its role in ITSM
Understand the requirements of ISO/IEC 20000-1
Understand the specifications of ISO/IEC 20000-2 Remembering
Choose the right Certificate for each person/role

44. Remember …

45. – Team skill is directly responsible for organizational
performance
– Certified professionals in a team impacts directly
the team performance
– 80% of IT managers believe their teams require a
significant amount of task-specific skills to perform
their assigned duties
IDC White paper: Value of certification and Organizational Performance – Nov 06
Team Excellence

46. One clear and straightforward way of
improving performance is to increase
the overall capability, or skill, of the
key teams.
It is clear that every
increase in team skill
improves organizational
performance
IDC White paper: Value of certification and Organizational Performance – Nov 06
Certified Teams

47. Assess ROI Train ce
(Accredited cti tions
Pra ula
m
Your IT !!!
traninig only (si
P L E A S E) IN)
Needs
•
ET ED
G IFI
T
C ER
Deliver Learn
Expected doing by Check results,
... start again
Results
Make IT to the TOP

48. We aim to make the
difference
Thank You
alejandro.debenedet@exin-exams.com