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Top 4 ITIL® Best Practices

ITIL® ie. Information Technology Infrastructure Library is basically a framework which has been designed to standardize the following IT services within a business:  SelectionPlanningDelivery andMaintenance.The goal of ITIL® is to increase efficiency and achieve standardised service delivery in an organisation. The ITIL® framework focuses on ensuring that IT administrators can evolve into roles such as business service partner and not just remain back-end support. This is where the guidelines and best practices of ITIL® come into play since they align the IT department to the needs and changes within a business as it grows and evolves.What are ITIL® best practices and their benefits?ITIL® is a collection of guidelines and best practices which aid in the IT Service Management (ITSM). ITIL® considers IT as a tool which can be used for business needs. The ultimate aim of introducing ITIL® is to reduce the gap between the business - which caters to the customer needs and the IT industry. AXELOS includes inputs from IT professionals as well as their business partners around the globe in their process of compiling a list of these practices.ITIL® V4’s primary aim, therefore, is also to integrate all the phases of service and focus less on individual processes. This is where ITIL® best practices come into the picture. They work to improve many things but most important of all, they focus on aligning business needs with IT perspective. This attribute alone of the ITIL® practices fetches huge benefits. Some of the benefits that ITIL® best practices offer are as follows:Higher customer satisfactionIncreased productivityChange managementMinimal disruption of serviceSecurity managementHelp desk managementITIL® V4 release and ITSM ITIL® has gone through several revisions in its history. The gap between the IT and business aspect of an IT Service Management organization has continued to be reduced with each subsequent releases. Along with the practices, technology is a major factor which drives the whole IT industry and that makes it necessary to be included under the releases as well. ITIL® V4, the latest version of ITIL®, focuses on integrating all the latest technological frameworks to help in IT Service Management. Some of the technological advancements which are included in the latest version are as follows:Agile FrameworkLEANDevOpsMost of the curriculum included in V3 will remain same but V4 has also introduced new examinable content. Understandably, technologies alone don’t contribute to the lifecycle of a service. There are many different entities that work on different levels and all these come together to provide smooth and successful service to the customer.What are the top ITIL® best practicesThere are lots of ITIL® best practices that can help your organization, but each practice is adapted to fulfill a specific requirement. ITIL® also offers flexibility in terms that an organization has the freedom to choose which process or practice it may want to implement. It is not essential that one must employ all the practices mentioned in the volume. We have compiled four top best practices which every organization, about IT Service Management, must use in their infrastructure.1. Control of Service Performance Data: This practice aims to hold the ITSM vendors responsible for the performance issue. It encourages the client to ask the vendors the following questions:Is the application working as per the performance bars set earlier?Are the ITSM vendors holding on to all the agreements?What is the financial situation?Naturally, the answers to all these questions lie with the Service delivery data. Clients need to ask the vendors for this performance data, otherwise, they can lose visibility of it.Either your ITSM vendor has manageable workload - so as to provide you with the performance analysis - or you already have a service management tool - which you can use to check on the performances of the services. Otherwise, you need to have control and ownership of the data.There should be an uncompromising agreement between the client and the ITSM vendor about making sure that this data is made available and accessible to the client at all times. The client then, using their resources, can always analyze the data and work with the vendor to improve the service. To summarize, the client needs to hold ITSM vendors responsible for any issue that may occur.2. Bridging ITSM vendor performance to business needs: One of the highlights of the latest release of ITIL® V4 is the ability of ITIL® to bring together IT and business for better customer satisfaction. However, the procurement office - which is responsible for acquiring services in an organization - does not have any expertise in the IT aspect of a service. It cannot measure the value of IT services provided to the business because they don’t know how IT services work in a business.So, the aim is to implement a proper ITSM Vendor Management meaning, maintaining a good relationship between ITSM vendors and the business. This only helps both the sides - the business can get what they want in service and evaluate the vendors based on their service, and IT vendors who can identify what the business is asking from them and help them fulfill the requirements.3. Assign a role to monitor ITSM vendor performance:It is essential for an ITSM vendor to be held accountable for their performance. Therefore, the best practice adopted across the industry is to assign a person this role, which is the ITSM Vendor Manager. As the name suggests, the sole responsibility of this role is to manage the ITSM vendors as to the service they provide, whether they are adhering to the conditions and requirements agreed upon initially, and much more. This role would require to interact with ITSM vendors on a daily basis and therefore it is recommended that such a job should be given to someone with experience in the following domains:Finance: To fulfill the fiduciary responsibility.Business + IT: To understand service aspects from both perspectives and participate, contribute to conversations between them, it is important to be experienced in this domain.IT Delivery and Management: To monitor the delivery of service, changes, deployment, etc.Besides all these, they should also be able to reach out to legal, and procurement departments as well. This person should be a direct rapport with the Chief Information Office for better and quick outcomes on the issues. Someone with experience in Service delivery role will be most appropriate for this role.4. Partnership with ITSM Vendor: The biggest issue with clients, when dealing with the vendors, is that their expectations and requirements are always more than what the vendor really delivers. To find a solution to this major problem, Chief Information Officers must satisfy the need for someone who has the ability to hold the ITSM vendors accountable - ITSM Vendor Manager. But this time, you also need to hold the ITSM vendor accountable for the issues by quantifying the impact that the ITSM vendor manager’s decision has had on the infrastructure.If your ITSM vendor is not living up to your expectations, then it is recommended you start implementing these practices in your organization to get the most benefit out of them.ITIL® service desk best practicesIn the market, there are many solutions present which can help you increase productivity, support, delivery, and enhance other attributes of an IT Service. But most of these solutions are expensive and since ITIL® offers flexibility to an organization when they are trying to choose what to implement, a better solution to go for is ITSM Service Desk. There are two popular desks that ITIL® provides - Service Desk and Help Desk.Help Desk: IT Help Desk is a fairly affordable solution to your IT Service Management problems. Some of its key properties are:It is flexible and configurable - which helps to fine-tune your ITSM processes according to ITIL® standardsIt is highly affordableIt is a subset of Service DeskIt has been replaced by the service desk. It is old fashioned in the technical worldHelps to streamline Service request managementManages change requests automatically upon approval successesAutomated Software and Hardware asset discovery with centralized IT asset management (ITAM)As mentioned, the Help desk is considered to be old-fashioned, which is why Service Desk was introduced as an alternative which offered more solutions in a more suitable way of service.Service Desk: IT Service Desk was introduced as an evolution of IT Help Desk to a modern approach to finding solutions and fulfilling tasks in the lifecycle of an IT Service. It is primarily intended to be a contact point between end users and the IT organization. Some of its key benefits are:It is responsible not only for services - change management, request management, asset management - but also provides the entire IT.It provides streamlined support by collaborating with other functional units.Service Desk is a new solution which means, naturally, one of its aims would be to closely align IT aspect to the business needs.Problem management is done proactively to avoid any major incident occurrences.Aims to align IT vision and business closely.Service Desk, therefore, is the preferred IT Service Management go-to help. IT Service Desk most importantly has 3 tasks to do:Manage problem and incidentsManage Service requestsHandle communication with the usersAs per a compiled list of some of the best IT Service Desk practices, below are the four major best practices which every organization should follow:Customer Engagement: As the name suggests, it aims to understand what the needs of a customer are and whether the IT team is able to comprehend it and implement it eventually according to the customer’s requirements.Provide 24/7 service desk supportFollows SLAs strictly, which helps in prioritizing the issues while solving. For eg: Critical ones are solved with utmost urgency in contrast to Low priority issues which have a longer resolving time.Provide complete data, ask all questions etc. during one engagement, rather frequent call-backs or engagement.Service Desk Management: This is basically a supervisor role, looking over day-to-day as well as long term issues.With the help of dashboards, data, and reports, it helps in analyzing the data and asks for correction before it explodes into an issue.To completely implement SLAs and make sure that escalations and handoff processes are understood by everyone in the hierarchy.Generate a report using IT Service Metrics. This report can help in increasing productivity or some other performance related issueUse of technology to Support: To support the IT Service Desk, technology can be used to streamline their processes and increase their productivity.Common issues which require specific steps for a fix can be automated.Service desk software can be used to facilitate and record interactions between requestor and client.Service Flow workflow capabilities can be implemented to help with processes like escalations, or hand-off.Knowledge Management: You should manage knowledge in such a way that it is accessible by all and at the same time provides security as well.Through Frequently Asked Questions, even end-users can access the data and learn from it rather than going back-and-through between them using an Agent.These knowledge records can be monitored and destroyed as per convenience.When an organization implements an IT Service desk, it would be awarded the following benefits:Cost-effectiveness: With the help of a properly staffed team which is well-managed, much of the IT work can be handled easily. Subject Matter Experts can be allocated work which is of value to the company instead of low priority or low-value tasks.Place for user’s sentiment analysis: As the Service Desk is the focal point between the users and the service provider, the business is able to understand the needs of the customers and enable the IT Vendors to implement the changes according to the needs of a vast customer base.Early warning system: An IT Service desk can also be used as a monitoring tool. This helps when the magnitude of incidents and requests is too high. If in such an organization, a major incident occurs, then a large number of users can get directly affected. This is where this monitoring system comes in, as it aims to identify and determine the issue with an early warning system and hopefully fix it before it causes any disruption to the service.

Top 4 ITIL® Best Practices

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Top 4 ITIL® Best Practices

ITIL® ie. Information Technology Infrastructure Library is basically a framework which has been designed to standardize the following IT services within a business:  

  • Selection
  • Planning
  • Delivery and
  • Maintenance.

The goal of ITIL® is to increase efficiency and achieve standardised service delivery in an organisation. The ITIL® framework focuses on ensuring that IT administrators can evolve into roles such as business service partner and not just remain back-end support. This is where the guidelines and best practices of ITIL® come into play since they align the IT department to the needs and changes within a business as it grows and evolves.

What are ITIL® best practices and their benefits?

Benefits of ITIL best practices

ITIL® is a collection of guidelines and best practices which aid in the IT Service Management (ITSM). ITIL® considers IT as a tool which can be used for business needs. The ultimate aim of introducing ITIL® is to reduce the gap between the business - which caters to the customer needs and the IT industry. AXELOS includes inputs from IT professionals as well as their business partners around the globe in their process of compiling a list of these practices.

ITIL® V4’s primary aim, therefore, is also to integrate all the phases of service and focus less on individual processes. This is where ITIL® best practices come into the picture. They work to improve many things but most important of all, they focus on aligning business needs with IT perspective. This attribute alone of the ITIL® practices fetches huge benefits. Some of the benefits that ITIL® best practices offer are as follows:

  • Higher customer satisfaction
  • Increased productivity
  • Change management
  • Minimal disruption of service
  • Security management
  • Help desk management

ITIL® V4 release and ITSM 

ITIL® has gone through several revisions in its history. The gap between the IT and business aspect of an IT Service Management organization has continued to be reduced with each subsequent releases. Along with the practices, technology is a major factor which drives the whole IT industry and that makes it necessary to be included under the releases as well. ITIL® V4, the latest version of ITIL®, focuses on integrating all the latest technological frameworks to help in IT Service Management. Some of the technological advancements which are included in the latest version are as follows:

  • Agile Framework
  • LEAN
  • DevOps

Most of the curriculum included in V3 will remain same but V4 has also introduced new examinable content. Understandably, technologies alone don’t contribute to the lifecycle of a service. There are many different entities that work on different levels and all these come together to provide smooth and successful service to the customer.

What are the top ITIL® best practices

Top ITIL best practice

There are lots of ITIL® best practices that can help your organization, but each practice is adapted to fulfill a specific requirement. ITIL® also offers flexibility in terms that an organization has the freedom to choose which process or practice it may want to implement. It is not essential that one must employ all the practices mentioned in the volume. We have compiled four top best practices which every organization, about IT Service Management, must use in their infrastructure.

1. Control of Service Performance Data

This practice aims to hold the ITSM vendors responsible for the performance issue. It encourages the client to ask the vendors the following questions:

  • Is the application working as per the performance bars set earlier?
  • Are the ITSM vendors holding on to all the agreements?
  • What is the financial situation?

Naturally, the answers to all these questions lie with the Service delivery data. Clients need to ask the vendors for this performance data, otherwise, they can lose visibility of it.

Either your ITSM vendor has manageable workload - so as to provide you with the performance analysis - or you already have a service management tool - which you can use to check on the performances of the services. Otherwise, you need to have control and ownership of the data.

There should be an uncompromising agreement between the client and the ITSM vendor about making sure that this data is made available and accessible to the client at all times. The client then, using their resources, can always analyze the data and work with the vendor to improve the service. To summarize, the client needs to hold ITSM vendors responsible for any issue that may occur.

2. Bridging ITSM vendor performance to business needs: 

One of the highlights of the latest release of ITIL® V4 is the ability of ITIL® to bring together IT and business for better customer satisfaction. However, the procurement office - which is responsible for acquiring services in an organization - does not have any expertise in the IT aspect of a service. It cannot measure the value of IT services provided to the business because they don’t know how IT services work in a business.

So, the aim is to implement a proper ITSM Vendor Management meaning, maintaining a good relationship between ITSM vendors and the business. This only helps both the sides - the business can get what they want in service and evaluate the vendors based on their service, and IT vendors who can identify what the business is asking from them and help them fulfill the requirements.

3. Assign a role to monitor ITSM vendor performance:

It is essential for an ITSM vendor to be held accountable for their performance. Therefore, the best practice adopted across the industry is to assign a person this role, which is the ITSM Vendor Manager. As the name suggests, the sole responsibility of this role is to manage the ITSM vendors as to the service they provide, whether they are adhering to the conditions and requirements agreed upon initially, and much more. This role would require to interact with ITSM vendors on a daily basis and therefore it is recommended that such a job should be given to someone with experience in the following domains:

  • Finance: To fulfill the fiduciary responsibility.
  • Business + IT: To understand service aspects from both perspectives and participate, contribute to conversations between them, it is important to be experienced in this domain.
  • IT Delivery and Management: To monitor the delivery of service, changes, deployment, etc.

Besides all these, they should also be able to reach out to legal, and procurement departments as well. This person should be a direct rapport with the Chief Information Office for better and quick outcomes on the issues. Someone with experience in Service delivery role will be most appropriate for this role.

4. Partnership with ITSM Vendor: 

The biggest issue with clients, when dealing with the vendors, is that their expectations and requirements are always more than what the vendor really delivers. To find a solution to this major problem, Chief Information Officers must satisfy the need for someone who has the ability to hold the ITSM vendors accountable - ITSM Vendor Manager. But this time, you also need to hold the ITSM vendor accountable for the issues by quantifying the impact that the ITSM vendor manager’s decision has had on the infrastructure.

If your ITSM vendor is not living up to your expectations, then it is recommended you start implementing these practices in your organization to get the most benefit out of them.

ITIL® service desk best practices

ITIL® service desk best practices

In the market, there are many solutions present which can help you increase productivity, support, delivery, and enhance other attributes of an IT Service. But most of these solutions are expensive and since ITIL® offers flexibility to an organization when they are trying to choose what to implement, a better solution to go for is ITSM Service Desk. There are two popular desks that ITIL® provides - Service Desk and Help Desk.

Help Desk: IT Help Desk is a fairly affordable solution to your IT Service Management problems. Some of its key properties are:

  • It is flexible and configurable - which helps to fine-tune your ITSM processes according to ITIL® standards
  • It is highly affordable
  • It is a subset of Service Desk
  • It has been replaced by the service desk. It is old fashioned in the technical world
  • Helps to streamline Service request management
  • Manages change requests automatically upon approval successes
  • Automated Software and Hardware asset discovery with centralized IT asset management (ITAM)

As mentioned, the Help desk is considered to be old-fashioned, which is why Service Desk was introduced as an alternative which offered more solutions in a more suitable way of service.

Service Desk: IT Service Desk was introduced as an evolution of IT Help Desk to a modern approach to finding solutions and fulfilling tasks in the lifecycle of an IT Service. It is primarily intended to be a contact point between end users and the IT organization. Some of its key benefits are:

  • It is responsible not only for services - change management, request management, asset management - but also provides the entire IT.
  • It provides streamlined support by collaborating with other functional units.
  • Service Desk is a new solution which means, naturally, one of its aims would be to closely align IT aspect to the business needs.
  • Problem management is done proactively to avoid any major incident occurrences.
  • Aims to align IT vision and business closely.

Service Desk, therefore, is the preferred IT Service Management go-to help. IT Service Desk most importantly has 3 tasks to do:

  • Manage problem and incidents
  • Manage Service requests
  • Handle communication with the users

As per a compiled list of some of the best IT Service Desk practices, below are the four major best practices which every organization should follow:

  • Customer Engagement: As the name suggests, it aims to understand what the needs of a customer are and whether the IT team is able to comprehend it and implement it eventually according to the customer’s requirements.
    • Provide 24/7 service desk support
    • Follows SLAs strictly, which helps in prioritizing the issues while solving. For eg: Critical ones are solved with utmost urgency in contrast to Low priority issues which have a longer resolving time.
    • Provide complete data, ask all questions etc. during one engagement, rather frequent call-backs or engagement.

  • Service Desk Management: This is basically a supervisor role, looking over day-to-day as well as long term issues.
    • With the help of dashboards, data, and reports, it helps in analyzing the data and asks for correction before it explodes into an issue.
    • To completely implement SLAs and make sure that escalations and handoff processes are understood by everyone in the hierarchy.
    • Generate a report using IT Service Metrics. This report can help in increasing productivity or some other performance related issue

  • Use of technology to Support: To support the IT Service Desk, technology can be used to streamline their processes and increase their productivity.
    • Common issues which require specific steps for a fix can be automated.
    • Service desk software can be used to facilitate and record interactions between requestor and client.
    • Service Flow workflow capabilities can be implemented to help with processes like escalations, or hand-off.

  • Knowledge Management: You should manage knowledge in such a way that it is accessible by all and at the same time provides security as well.
    • Through Frequently Asked Questions, even end-users can access the data and learn from it rather than going back-and-through between them using an Agent.
    • These knowledge records can be monitored and destroyed as per convenience.

When an organization implements an IT Service desk, it would be awarded the following benefits:

  • Cost-effectiveness: With the help of a properly staffed team which is well-managed, much of the IT work can be handled easily. Subject Matter Experts can be allocated work which is of value to the company instead of low priority or low-value tasks.

  • Place for user’s sentiment analysis: As the Service Desk is the focal point between the users and the service provider, the business is able to understand the needs of the customers and enable the IT Vendors to implement the changes according to the needs of a vast customer base.

  • Early warning system: An IT Service desk can also be used as a monitoring tool. This helps when the magnitude of incidents and requests is too high. If in such an organization, a major incident occurs, then a large number of users can get directly affected. This is where this monitoring system comes in, as it aims to identify and determine the issue with an early warning system and hopefully fix it before it causes any disruption to the service.
KnowledgeHut

KnowledgeHut

Author

KnowledgeHut is an outcome-focused global ed-tech company. We help organizations and professionals unlock excellence through skills development. We offer training solutions under the people and process, data science, full-stack development, cybersecurity, future technologies and digital transformation verticals.
Website : https://www.knowledgehut.com

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Despite the appealing title, ethical hacking or in more technical terms, “Penetration Testing” is not something you can master by reading an article or doing a crash course. There is much more to ethical hacking! In this article, we would have a look at what hacking is, the different types of hackers, steps involved in a hacking or penetration testing activity including common tools and techniques, how the industry looks at ethical hacking and the common certifications related to hacking. Before we jump into the details, let us understand what a vulnerability is, because we would be using this term again and again. 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Maintaining Access – Once Mr. X has gained access; he would probably like to secure that access or create another one to ensure that he has a persistent access to that machine. This could be done by using Trojans, Rootkits and backdoors. This is generally done to ensure that more information could be gained or to launch attacks using this machine. In a case where attacker controls a machine and uses it to launch further attacks, the machine is said to be a bot. An attacker uses several of these bots, called ‘botnet’, to launch attacks such as Distributed Denial of Service (DDoS) wherein thousands of requests are sent to a server at a time, potentially consuming all the bandwidth and forcing the legitimate traffic to drop. 5. Covering Tracks – Now Mr. X has the access to the TaxiCompany’s confidential information and one of the computer systems. He now wants to make sure that he is not caught! This is generally done by corrupting or deleting the logs. While this is done at the end, some precautions need to be taken from the onset, such as using a Virtual Private Network or a VPN. VPN is a tool which encrypts any data between the source and the destination, hence making it very difficult to intercept the data. Also, VPN ensures that your actual public IP address is not visible to the target. There is always a dummy IP address which is visible to the target. So even if someone gets to know the IP of the attacker, that would actually be only the IP address of the VPN service provider! Some common free VPN tools are Hide my Ass, Nord VPN and Express VPN. How does the industry view ethical hacking? Ethical hacking is not only about CTF, HTB and bug bounties. It is much more than that. These days every company hires ethical hackers to make sure that their network, applications and data are secure from cyberattacks. Penetration testers are highly paid within an organization and they play a key role in identifying the security vulnerabilities and helping to fix them. There are various sub domains for ethical hacking which include mobile security, web application security, network penetration testing, API security and system security. Certifications related to ethical hacking If you want to pursue a career in Cyber Security, or to be more precise, in ethical hacking, having a credential is helpful. It affirms your prowess in cyber security and gives you an edge over your counterparts during the hiring process. Below are a few certifications in the field of ethical hacking that are globally acknowledged: EC-Council Certified Ethical Hacker (CEH) – The CEH, or Certified Ethical Hacker credential is the number one certification that any aspiring ethical hacker should aspire towards. The most common certification in the field of cyber security, it provides in-depth working knowledge about ethical hacking and the concepts related to it. CompTIA Security+  –  A little less technical than the CEH, CompTIA Security+ aims at imparting fundamental knowledge of security concepts and offers less focus on practical, hands-on skills. Offensive Security’s OSCP – One of the toughest and most reputed certifications in this sector that necessitates passing a 24-hour exam, it aims to test your skill set and understanding of cyber security. KnowledgeHut offers in-depth training that can help you to prep for these sought-after certification exams. Get guidance from the experts—click here to explore ways to crack these exams at your very first attempt!  
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Learn Ethical Hacking From Scratch

Despite the appealing title, ethical hacking or... Read More

Top 10 Trending Courses in Information Technology for IT Aspirants

The best part to jump to the bandwagon of information technology or IT is, there is an enormous possibility for an individual if he or she starts studying a diploma or a degree, does either a master degree or a research course. He or she can get full-fledged engineering degree. We have listed down here in order of priority, top to down for a beginners to advanced level technical course that an IT aspirant look for. Java or J2E and Its Frameworks Java or J2EE is one of the most trusted, powerful and widely used technology by almost all the medium and big organizations around domains, like banking and insurance, life science, telecom, financial services, retail and much, much more. You have many things to learn in Java or J2EE, like the core part – J2SE, JSP, STRUTS, SPRING and/or HIBERNATE. This is one of the best and most advanced sophisticated applications. If you want to learn Java, you need to start from the ab initio to the advanced level step-by-step. There are many different frameworks as well as supporting technologies to learn for Java aspirants but the given things are must learn and highly demanding in current software market. CISCO Technologies Whether you are fascinated about learning network and switching technologies, then CISCO technologies would be your choice. You can learn CCNA, CCNP and more from CISCO academy. These types of certificates are global certifications. You will get global prospects after completing and learning these types of courses. If you are not coming from engineering backgrounds, then also you can learn CCNA or CCNP, or both. Then you need to take some ad hoc classes for non-engineering students. The great number of fresher and experienced candidate, these days, are pursuing networking courses, if you are one of them, then CISCO technologies can be your choice. A majority of CISCO institutes want degree – graduation in any discipline. SAS – Statistical Analysis System SAS is a popular course. This can be your career as SAS consultant that many medium and large organizations looking for fresher and experienced SAS qualified candidates. This is nothing but a data analytics course that can give you global exposure. The demand for SAS – data analytics is growing day-by-day and the business intelligence domain has emerged one of the most trusted and lucrative option for science graduate. These days, SAS is a’ la mode for fresher and experienced science graduate. It is an integrated system of software products that help to perform critical data-entry, data-retrieval, data-management, data-mining, report writing and graphics. DBA – MySQL – SQL Server In this highly competitive as well as dynamic Software/IT industry, there is one course the one course, which is very popular and can give you stable career is, DBA. This is a course or an ad hoc for students who are interested in learning MySQL and SQL server and like to create, manage as well as maintain the huge data files and other database flavors available in the market. DBA can be your best bet for career-oriented course, when you will be conversant with database with other supporting technologies; you can easily and quickly learn MySQL and DB2 in a much shorter period. The demand for DBA courses are increasing day-by-day and the demand shows the popular it is and the effective career you get after completing these technologies. Microsoft Technologies Microsoft technologies are high in popularity these days. You can be a database developer or a MS technology developer after passing one or multiple certifications, like MCSE, MCAD, MCSD, MCDST, MCDBA, MCAS and others. For enterprise and application development MCITP is one of the best for beginners and advanced level developers. Albeit, this type of certification is not at all a programming certification, but a system maintenance kind of, but have good future prospect. Cloud Computing Today’s biggest buzz in all small, medium and large IT town is all about cloud computing. You must use Google, Amazon etc. some of the big gun of cloud technology. If you are thinking of pursuing a course that can set your future-career in cloud computing, then IaaS, PaaS, SaaS, DaaS etc. would be learnt alpha and omega of cloud computing.
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Top 10 Trending Courses in Information Technology ...

The best part to jump to the bandwagon of informat... Read More

8 Benefits Of Being ITIL® Certified

ITIL® is a library, designed to provide the best practices for IT service management, assisting individuals and companies understand business change, transformation and growth through the proper use of IT. As organisations have realised the importance of the ITIL® Framework in terms of business management, the demand for ITIL® certified professionals has increased rapidly. The fact that industries other than IT, such as educational institutions as well as healthcare keep looking for such candidates is a testament to the growth of ITIL®.ITIL® has helped the learners in getting acquainted with the best practice methodology. These methods are not only systematic but are professionally valued too.The course enhances a professional’s ability to design, distinguish and support the IT services in business, further producing improved productivity, performance, and competence.It addresses and teaches  professionals to focus on the most important aspect of a business that is customer experience.ITIL® helps the professional in sorting and prioritizing what is more valuable according to business standards. This allows to get the work done more efficiently.It increases the market value of a certified professional.What are the career benefits of ITIL® certification?Now, let's look at the career benefits of ITIL® certification for each level respectively.Level 1: ITIL® Foundation  It is the first-level certification course. Pursuing this will give participants a basic understanding of the ITIL® framework.Help understand how ITIL® can be used to enhance IT service management.It is helpful for anyone with an interest in IT service management.Level 2: ITIL® PractitionerThe certification was designed in 2016.The process directs on events and conditions in the daily business life cycle.A candidate gets to know some features of crucial concepts.This covers two major areas: Service Capability and Lifecycle.Level 3: ITIL® Intermediate This level is divided into multiple sections which demonstrate revised methods for successful implementation of ITSM.This level is more superior to the previous levels.Intermediate certification is globally accepted in the IT sector.Modules are categorized into Service Capability and Lifecycle.The Service Lifecycle modules:Service Design (SD)Service Strategy (SS)Service Operation (SO)Service Transition (ST)Continual Service Improvement (CSI)Service Capability modules:Planning, Protection, and Optimization (PPO)Operational Support and Analysis (OSA)Service Offerings and Agreements (SOA)Release, Control, and Validation (RCV)Students have a choice of modules in a single category or modules in both categories for qualification.Level 4: ITIL® Expert This is the esteemed certification. By this stage, a professional is expected to be well versed in practices to execute various complex concepts to maximize business management.An Expert certification is the proof of tremendous expertise, knowledge and skill base.Level 5: ITIL® Master This level comprises comprehensive knowledge of the methods and advanced practices of ITIL®.The final stage of the certification which comprises extensive knowledge of the techniques and exceptional methods of ITIL®.It also incorporates the high-level process for its associated administration methods.The Master certified professional is highly valued for their experience, skills, and expertise.What will be the average salary for ITIL® certified professionals?Now that we are aware of the benefits of each level of the certification, let's see how the average salaries differ among the different levels of ITIL® certified professional.The average wage for the foundation certification starts from nearly $82,795 per year for Service Delivery Manager to $106,280 per year for engineering Program Manager.Here’s a table that details it out well:RoleAverage salary per annum in USAverage salary per annum in IndiaService Delivery Manager$82,795INR 1,366,982IT Analyst$86,361INR 7,32,612Asset Manager$88,552INR 5,39,533IT Project Manager$91,257INR 1,433,472IT Manager$101,181INR 10,82,029Engineering Program Manager$106,280INR 18,19,880The salaries are directly proportional to the level of certification. This means that for more advanced certification, the Intermediate or above the average salaries exceed $117,000 on average for posts such as ITIL® Service Lifecycle: Service Transition and Service Lifecycle: Service Operation.RoleAverage salary per annum in USAverage salary per annum in IndiaSenior IT Project Manager$112,899INR 1,818,560Service Transition$117,000INR 13,34,273Service Operation$117,000INR 610,864IT Director$130,191INR 3,417,221Chief Information Officer (CIO)$168,932INR 4,143,013Top Benefits of having ITIL® certification for IndividualDifferent Individuals come together with different values but a similar goal to create an organization. Before proceeding on how ITIL® benefits the companies, let's understand how ITIL® certification  benefits an individual.1. Enhanced productivity A certified candidate is trained to understand the ITIL® framework thoroughly. It gives them an edge as they will not only be able to detect the issues but also apply these concepts which will allow them to manage work processes adequately. Also, they are aware of the importance and procedures followed in the ITIL® framework; this assists them to be more productive and utilize the resources to their maximum extent.2. Increased Wage A certified candidate is highly valued for his skills and expertise. This is the reason why any IT company will prefer a certified professional over a non-certified candidate.On completing the course, a certified candidate has a better understanding of ITSM, which helps them to be more valuable for the company.Not only is the wage higher, but a certified professional is also expected to have an exponentially higher scale compared to others due to their superior adaptation and learning skills.The average pay for an ITIL® certified candidate can grow more than 15%. 3. RecognitionHaving the ITIL® credentials in your resume is the verification of your advanced management abilities. Not only will your peer groups and colleagues will appreciate your value but even your seniors will recognize you for your superior understanding and efficient execution of the tasks.4. Common Terminologies Mastering the common terminologies during the course of the workshop will give a certified candidate an edge over others as this will let them have better communication with the client and improve on customer experience.5. Holistic ViewOne of the most advanced features of ITIL® is that it teaches the candidate how to observe. This allows him/her to see the big picture and plan their actions accordingly. Also, this will assist the professional in giving long term feedbacks and contributions which are highly valued in the industry.6. Generation of IdeaThe holistic view and skills allow the certified candidate to generate better and effective ideas. Since they are equipped with a better sense of understanding of the framework, it allows them to keep a track of how the organisation is progressing and what it needs to keep growing.7. Stand outThe framework is established to help the organisation to solve the everyday issues and boost their ITSM to gain the maximum profit. Since a certified learner will know how to utilise the framework to its fullest, this will make the professional stand out from the crowd. Not only will this boost their confidence, but will also push them to work more efficiently.8. Prepared for the futureITIL® certified professionals have a better chance of getting adapted to new jobs and handle the responsibilities much more efficiently as compared to others. Their adaptation skills are far more superior due to their expertise and high knowledge on the understanding of the process.What are ITIL® benefits to the organizationIn an organisation, issues like software expiration, hanging of a computer system or the server goes down during an important event, are almost inevitable. But it all comes down to how the situation is being handled at the service desk. Whether it’s all chaos followed by blame games or is it a calm situation where professionals are working towards solving the issue.The latter is the case where one would witness that the organisation already has steps and measures to control these situations under their damage-control means.“Clients have identified improved customer satisfaction with IT services, better communications and information flows between IT staff and customers, and reduced costs in developing procedures and practices within an enterprise.”A Gartner report on the implementation of ITIL® by organisations put this out.Following are the reason why an organization must have ITIL® implemented -1. Better communicationWith the rise of business dependence on IT, having an organisation that is well acquainted with the best practices towards ITSM, and having a common framework will remove the additional need for lengthy processes which consume a lot of time and effort. This will allow organisations to work hand-in-hand and to push each other to do their best. Also, this would eliminate the communication gap and work friction as the quality and approach will be similar.2. Improved productivityUsually, a lot of valuable work hours are lost in cases of small errors and dysfunctions. Mostly, the employees are not aware of what they have to do. This wastes their valuable working hours, sours the customer experience and ultimately the reputation of the company.However with the right framework and the knowledge that it provides, it is possible for the employees to follow those specific steps to finish the task.  3. FlexibilityThe biggest issue that hits SMBs is that when they try to expand, their systems and procedures are unable to adapt to the massive changes. This puts a sudden halt to their growth, and it takes a considerable amount of time to come out of this.But the best feature of the ITIL® framework is that it supports scale and expansion. Due to its flexibility and adaptation, the process and systems remain unaffected.Also, the SMBs suffer massively by the hardware which is associated with their systems. But ITIL® framework takes care of this issue through ITIL®- supported service desk, which looks after such complications beforehand, further allowing the transition to be smooth and efficient.4. Enhanced Service QualityITIL® implementation provides the organisation with every possible damage-control measures. It also allows the employees to understand what needs to be done rather than distressing. And so, the calmness in the employees makes it possible for them to observe, plan and execute their actions appropriately.The ITIL® frameworks keep track of all the procedures and steps that are supposed to be followed; this makes sure that lessons are learned from past mistakes. It ultimately enhances the quality of the service provided by the organisation.5. ResultsWith improved service quality, smooth transition, and enhanced productivity, it is a proof that an ITIL® assisted organisation is far more advanced and likely to achieve their targets than an organisation which works randomly.  The ITIL® implementation also looks after the cost-reduction methods and time management. Moreover, it gives priority to the user experience making sure that the customers are satisfied. The smooth flow of work and chaos free work environment promotes productivity and keeps the employees happy.What is the process of ITIL® implementation in an organizationKnowledge can only be useful when we can apply it correctly. Similarly, just knowing about the ITIL® framework isn't enough; the organisation must have the resources and patience to implement it if it wants to harness the benefits.As by now, we are aware that the reason behind ITIL®’s global acceptance is because it is based on years of experience and thousands of examples.  But we are also aware of the fact that every organisation has different goals, values and therefore, one might not need every part of ITIL®.ITIL® for SMBsIn the previous sections, we discussed how the small and medium-sized businesses suffer for following random blueprints. SMBs majorly benefit when the ITIL® is implemented in arts. This allows them to understand which ITIL® art they actually need as their goals.For example, in SMBs usually, 1-2 people manage the computer section. They are responsible when some issue happens with the system. In such cases, they won't need or have the time to control service strategies. Here, Incident management will be profitable and effective.Now the trick lies into analysing which ITIL® process needs to be implemented first.While every organisation is different, these are the most common factors which influence the business sectors -1. Change Management:Unresolved issues can interrupt daily IT services. If the company is nervous about executing positive developments, this method could be instant help.2. Incident Management: This method is perfect for organisations suffering from unplanned disturbances to IT duties, like system blackouts. This process assists the IT service to return to the users as soon as possible.3. Request Fulfilment: This method helps the organisations to record their user's request and making sure that every claim possible is being taken care of. It also improves the quality of user experience.Plan an ITIL® implementation roadmapThe best way to implement ITIL® is by making it a long term goal rather than achieving every art at once. The latter creates confusion and is expensive. The reason why the long term goal is useful is that it allows the companies to have sufficient time to adapt to the changes. It's taking one step at a time which doesn't put unnecessary pressure on the employees. As time passes, the organisation can eventually execute the following steps one by one. This allows the organisation to grow at their pace without any complications.Establish an ITIL® Culture The organisation has to provide training before implementing the ITIL®. If this isn't taken care of, there will be more damage than good, as, after implementation, most employees will have a hard time understanding and executing the processes.Also, separate leaders have to be selected as mentors for ITIL foundation training. They will be the one who lead the teams into implementing the concepts of ITIL® for enhanced productivity.ITIL® BenefitsFollowing are the major benefits at a glance -Reduced IT costsImproved IT services by using proven best practice processesBetter customer experience with more professional approach to service deliveryStandards and guidanceImproved productivityImproved use of skills and experienceDrawback:ITIL® framework is perhaps one of the most successful methodologies ever applied in business. But there is a scope for improvement -As a framework and applied methodology, ITIL® has no limitation.The only drawback of the ITIL® is that since it's a set of rules and a framework, it is as successful as the people using it allow it to be.So it depends on the organisation on how effectively they can utilise the concepts to boost their productivity, which further increases the success rate of the ITIL®.ConclusionIt should be noted that if not applied properly, even applications of ITIL® are bound to fail. The whole team working towards achieving the goal is the key to its success. The results and outcomes of ITIL® will only be visible when they have been applied adequately. Eventually, ITIL® will be only as successful as you  allow it to be. However, if used effectively it will definitely increase the chances of success exponentially.Ready to start or grow your IT Service Management career? Check out our latest courses here and get the personalized guidance you need.
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8 Benefits Of Being ITIL® Certified

ITIL® is a library, designed to provide the best ... Read More