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Where is ITIL® Going to Take ITSM?

ITIL and ITSM FrameworksITSM frameworks, like ITIL® processes, are extremely well thought out. Ample planning goes into devising any new concepts or ideas that could potentially make their way into the official versions. As such, change is relatively slow.

The additional fact that ITIL is open to interpretation may seem to imply that organizations can play things fast and loose, but there’s something to be said for keeping up with where the standard goes. Your ITIL training efforts and future projects will be well served by a plan that maintains structure.

What Drives ITIL?

As with any business standard, ITIL is developed with specific concerns in mind. These considerations address many of the practices businesses already engage in on a routine basis. Although they’re not always explicitly referenced, common activities, like letting users initiate support requests via email or chat, impact the way AXELOS, the overseer of ITIL, manages the framework and which subjects it focuses on. In addition to paying attention to accepted business customs, AXELOS takes some cues from modern trends.

In 2013, for instance, the accreditation manager, which oversees accreditation standards like MSP® and PRINCE2® in addition to ITIL, was reported to be investigating the gamification of accreditation materials and exams. Though such modifications might not change the subject matter of the qualification, they’re guaranteed to transform how material is presented and ultimately applied. AXELOS also polls respondents to collect data on how ITIL users employ the framework. For instance, it commonly conducts case studies, and it gears the standard towards achieving certain key capabilities, such as supporting business exchange and demonstrating quantifiable training return value. These factors play a big role in how we use ITSM on a daily basis.

Changing Along with ITIL

Some independent firms might not be too concerned about keeping up with ITIL’s gradual transformation. On the other hand, increasing numbers of companies don’t have the luxury of waiting around to catch up. As more organizations, such as U.S. government bodies, adopt ITIL and ISO-compliant ITSM methodologies as core components of their compliance standards, adherence becomes less of an option and more of an obligation.

Offering your employees ITIL Certification training is one of the best ways to stay relevant. AXELOS surveys have noted that a significant percentage of employers learn about ITIL through their staff. Regardless what prompted your initial adoption of the standard, knowledgeable employees can serve as valuable sources of information about where to go next. Tailoring your training endeavors to suit your staff’s skill set is also a sound idea in general.

How Far Will You Go?

Of course, it’s more difficult to maintain ITIL strategies and training routines if you have to keep up with every minute change or new publication that might potentially emerge. That’s why your ITSM education and usage regimens must be forward thinking. While you might not need a plethora of staff members with ITIL Master Qualifications, it’s important to ensure your organizational knowledge of ITIL is well distributed and managed.

Ashford Global IT consultants are in tune with the pulse of standards like ITIL. Discover how to keep your training programs pertinent to what’s going on by contacting them today.


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Mary is a leading trainer in Microsoft® and Business Applications.

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