Search

Lead Or Manage, Which Is The Ideal Approach In An Agile Team?

For all those who live in an Agile world, the word “manager” is not the most loved one. But what is it that makes us feel like that? Why don’t we have the same feelings when we hear the word “leader”? Well, let’s think a bit about it... Often used interchangeably, the terms management and leadership create confusion among people. Some people think that management and leadership are the same thing, others don’t.  In fact, the term leadership in the organizational world is relatively new. A couple of centuries ago, no one would have thought of using it in a work environment. Indeed, great leaders of history were related to politics, philosophy, governments, religion. Some examples are Abraham Lincoln (president of the United States that abolished slavery), Martin Luther King Jr (Baptist minister who led the Civil Rights Movement) and Mahatma Gandhi (who led India to independence and inspired movements for civil rights and freedom across the world), among others. Based on these examples, and if you Google it, you will find several others, we can infer that to lead is to motivate, to inspire, to influence people. And why would someone want to influence others? Well, to share a vision with the team and motivate the team to be aligned to that vision!  So, what makes the difference between a manager and a leader? Basically, it is the approach they use to reach people and the approach they use at work. Leadership is about inspiring and management is about planning. Leaders are focused on aligning people to the organizational vision, which includes obtaining their buy-in, communication, motivation, and inspiration, while managers focus on planning, budgeting, and taking the vision to a reality. Managers follow processes that make organizations successful, they take care of numbers that demonstrate good performance and solve problems when they arise.  Control or inspiration? Basically, managers direct and control. They follow the organization’s policies and processes. Their work is more rational and logical. They create plans and follow them till their success. Managers have to detect risks that may impact their plans and mitigate them. Their objective is to have everything under control, even those plan items that may be at risk since their final goal is to achieve the expected outcome for the team. Management is the practice of manipulating people for personal gain. Leadership is the responsibility of inspiring people for the good of the group. — Simon Sinek (@simonsinek) February 6, 2018 On the other hand, leaders let people be themselves, but at the same time, they share with them the organization’s vision and inspire them to follow it, to be part of a bigger purpose. Leaders understand that forming high performing teams is much better than having individual heroes since diversity is the key to success. This is the reason why their focus is on developing people to its highest performance. Leaders truly believe that this is the path to achieving the expected outcome for the team. Status quo or disruption? Managers ensure that the organization’s policies and processes are followed, but leaders… leaders challenge the status quo. Managers try to ensure that every plan is complete as agreed, but leaders embrace change. They know that change is part of our lives and that if teams do not adapt to change, they may die. This doesn’t mean that managers don’t believe this as well, but their focus is set on achieving goals, as planned. People or processes? Managers create or follow processes and use tools to support the team in the accomplishment of their objectives. Leaders focus on developing people, by coaching them to be a better version of themselves. …..“People over processes”, this is one of the values of the Agile manifesto. And this is the point where we distinguish leaders and managers, and why managers are not “that well seen” in Agile environments.  After having made this comparison, we may now understand those who are against management in Agile environments. Managers seem to be the opposite of what any Agile team may want… However, in order to have successful organizations, there needs to be managers and leaders, people with logical minds and people with innovative ideas. If an organization is run efficiently, then for sure there are leaders and managers in it!! It is the key for organizations to create the correct balance between leadership and management. Of course, “correct balance” may mean something completely different for each organization, and it is their responsibility to define it and achieve it. Achieving it may mean having in your team leaders, managers or people that have management and leadership skills, which gives them and the company a competitive advantage. It is key to understand that both sides of the coin are important. Nowadays, people not only look at their managers for them to assign tasks but for guidance. Teams are eager to grow and improve, teams are eager to embrace change and be challenged. So, what are you waiting for? Challenge them! Give them what they want and they will be high performers, for sure! As Peter Drucker says: “You don’t manage people. Your task is to lead people by making productive their specific strengths and knowledge.” Never forget that in Agile environments, “people” are your highest priority. 

Lead Or Manage, Which Is The Ideal Approach In An Agile Team?

324
Lead Or Manage, Which Is The Ideal Approach In An Agile Team?

For all those who live in an Agile world, the word “manager” is not the most loved one. But what is it that makes us feel like that? Why don’t we have the same feelings when we hear the word “leader”?

Well, let’s think a bit about it...

Often used interchangeably, the terms management and leadership create confusion among people. Some people think that management and leadership are the same thing, others don’t. 

In fact, the term leadership in the organizational world is relatively new. A couple of centuries ago, no one would have thought of using it in a work environment. Indeed, great leaders of history were related to politics, philosophy, governments, religion. Some examples are Abraham Lincoln (president of the United States that abolished slavery), Martin Luther King Jr (Baptist minister who led the Civil Rights Movement) and Mahatma Gandhi (who led India to independence and inspired movements for civil rights and freedom across the world), among others.

Based on these examples, and if you Google it, you will find several others, we can infer that to lead is to motivate, to inspire, to influence people. And why would someone want to influence others? Well, to share a vision with the team and motivate the team to be aligned to that vision! 

Management Quote

So, what makes the difference between a manager and a leader? Basically, it is the approach they use to reach people and the approach they use at work. Leadership is about inspiring and management is about planning. Leaders are focused on aligning people to the organizational vision, which includes obtaining their buy-in, communication, motivation, and inspiration, while managers focus on planning, budgeting, and taking the vision to a reality. Managers follow processes that make organizations successful, they take care of numbers that demonstrate good performance and solve problems when they arise. 

Control or inspiration?

Basically, managers direct and control. They follow the organization’s policies and processes. Their work is more rational and logical. They create plans and follow them till their success. Managers have to detect risks that may impact their plans and mitigate them. Their objective is to have everything under control, even those plan items that may be at risk since their final goal is to achieve the expected outcome for the team.

On the other hand, leaders let people be themselves, but at the same time, they share with them the organization’s vision and inspire them to follow it, to be part of a bigger purpose. Leaders understand that forming high performing teams is much better than having individual heroes since diversity is the key to success. This is the reason why their focus is on developing people to its highest performance. Leaders truly believe that this is the path to achieving the expected outcome for the team.


Status quo or disruption?

Managers ensure that the organization’s policies and processes are followed, but leaders… leaders challenge the status quo. Managers try to ensure that every plan is complete as agreed, but leaders embrace change. They know that change is part of our lives and that if teams do not adapt to change, they may die. This doesn’t mean that managers don’t believe this as well, but their focus is set on achieving goals, as planned.

People or processes?

Managers create or follow processes and use tools to support the team in the accomplishment of their objectives. Leaders focus on developing people, by coaching them to be a better version of themselves.

…..“People over processes”, this is one of the values of the Agile manifesto. And this is the point where we distinguish leaders and managers, and why managers are not “that well seen” in Agile environments. 

people or processes

After having made this comparison, we may now understand those who are against management in Agile environments. Managers seem to be the opposite of what any Agile team may want…

However, in order to have successful organizations, there needs to be managers and leaders, people with logical minds and people with innovative ideas. If an organization is run efficiently, then for sure there are leaders and managers in it!!

Leader & manager difference

It is the key for organizations to create the correct balance between leadership and management. Of course, “correct balance” may mean something completely different for each organization, and it is their responsibility to define it and achieve it.

Achieving it may mean having in your team leaders, managers or people that have management and leadership skills, which gives them and the company a competitive advantage. It is key to understand that both sides of the coin are important. Nowadays, people not only look at their managers for them to assign tasks but for guidance. Teams are eager to grow and improve, teams are eager to embrace change and be challenged. So, what are you waiting for? Challenge them! Give them what they want and they will be high performers, for sure! As Peter Drucker says: “You don’t manage people. Your task is to lead people by making productive their specific strengths and knowledge.”

Never forget that in Agile environments, “people” are your highest priority. 

Gisela

Gisela Provenzano

Blog Author

Gisela is an IT consultant with over 10 years of experience as a Processes and Methodologies SME, Project Manager, Scrum Master and Agile Coach. Her forte includes Agile methodologies like Scrum, Kanban, Scrumban, Pair Programming, and TDD for Data Science and Operations Research projects. Since 2013, she has been working for different accounts like Deloitte, Carnival, Teletech, BBVA, LAN, GAP, Pernod Ricard, K12, iSeatz and Westcon, wherein she was involved in project improvements, processes framework implementation, project management, consultancy and coaching.

Join the Discussion

Your email address will not be published. Required fields are marked *

Suggested Blogs

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.
8824
Top 4 ITIL® Best Practices

ITIL® ie. Information Technology Infrastructure L... Read More

The Way Beyond ITIL® Certification

ITIL is a framework of best practices for delivering IT services. It was designed to streamline the selection, planning, delivery and maintenance of IT services, according to the requirements of business. The requirements of business can vary from improving customer relations, creating a stable IT environment to reducing costs.How ITIL certification helps career advancement? 1. Enhanced productivityA certified candidate is trained to understand the ITIL framework thoroughly.They have a great insight into how the concepts.This gives them an edge as they will not only be able to detect the issue but also imply these concepts which will allow them to adequately manage.Also, they are aware of the importance and procedures followed in the ITIL framework, this assists them to be more productive and utilize the resource 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 refer the certified professional over a non-certified candidate.Due to the course, a certified candidate has a better understanding of the 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 appreciate your value but even your seniors will recognize you for your superior understanding and efficient execution of the tasks.4. Common Terminologies Being aware of the common terminologies which were a part of the course will give a certified candidate an edge over others.This will let them have better communication with the client and improve the 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 a 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 organization is progressing and what it needs to keep growing.7. Stand outThe framework is established to help the organization to solve the everyday issues and boost their ITSM to gain the maximum profit.Since a certified learner will know how to utilize 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 futureIt has been found out from a survey that ITIL 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.That was the major benefits of ITIL for individuals. Let's take a look at how the framework helps the organization to lift up their business -1. Better communicationWith the rise of business dependence on IT, having an organization 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 organizations 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. Advanced productivityUsually, a lot of valuable work hours are lost when in cases of small errors and dysfunctions. Mostly, the employees are not aware of what they have to do. This in turn not just wastes their working hours but also sours the customer experience and ultimately the reputation of the company.But with the correct framework and the knowledge that it provides, it makes it possible for the employees to follow those certain steps in order to finish the task.This saves time which can be used to improve the productivity of the organization.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 the growth of the organization 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 its ITIL- supported service desk which looks after such complications beforehand. This allows the transition to be smooth and efficient.4. Enhanced Service QualityITIL implementation provides the organization with every possible damage-control measures.This allows the employees to understand what needs to be done rather than panicking.Also, as the calmness in the employees makes it possible for them to observe, plan and execute their actions properly.The ITIL frameworks keep track of all the procedures and steps that were followed, this makes sure that lessons are learned from the past mistakes and improve upon them. This ultimately enhances the quality of the service provided by the organization.5. ResultsWith the above enhancements included that the ITIL implementation provides, such as improved service quality, smooth transition, and enhanced productivity, it is a proof that an ITIL assisted organization is far more advanced and likely to achieve their targets than an organization which works randomly.  The ITIL implementation also looks after the cost-reduction methods and time management. Moreover, it gives a 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 are the Career Benefits of Each ITIL Certification level?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. In this stage, the generic concepts and factors of ITIL are to the students.These factors are used in the two significant sections of ITIL - The Service Lifecycle and its lifecycle stages.A candidate will obtain general awareness essential for ITIL support and Services Delivery.Level 2: ITIL PractitionerThe certification was designed in 2016. This level features methods to implement the ITIL framework.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 than the previous levels.Intermediate certification is globally accepted in the IT sector.Therefore this opens the door many possible positions in IT.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 to modules in a single category or modules in both categories for qualification.Level 4: ITIL ExpertThis 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 roof of tremendous expertise, knowledge and skill base.This certification is assured to provide candidates who know the best practices of the ITIL framework.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. The certification is the roof that the candidate is the best in his/her domain.Job opportunitiesFollowing are the jobs that you can expect through ITIL certification -Process CoordinatorExperience required is a minimum of two years.Level: Foundation-level to Intermediate-levelResponsibility: Assure that the administrative actions in a process are conducted as planned.Change coordinator, Incident coordinator, and configuration analyst are few of the coordinator positions possible in ITIL®-based IT service management.Managerial RoleExperience - At least eight years of working experience for a certified ITIL professional.Level -This is operated at the mid-management level. Responsibility:The role here is to ensure that activities in the service management are in accordance with the given processes.He/she will be managing the coordinators under you who will directly report to you.The Manager is accountable for their actions and making sure that the work allocated is executed thoroughly.Release manager, Problem manager, and service desk manager are some of the managerial roles.ITIL® consulting roleExperience - This role of Process Consultant requires experience of ten years.Level - An ITIL certified professional.Requirement - The candidate also needs to have certain different abilities with Observation skills being the most dominant traits. Also, they need great “Problem-solving’’ abilities.Responsibility - An ITIL Consultant must have great observation skills as this would allow him to notice inconsistencies in processes and immediately plan about optimization. The consultant must enjoy going into the depth of the issues. Their role is to observe every role assigned under them and guide them to execute the process as smoothly as possible.This is one of the most highly-paid and respectable posts in the industry.Salary Growth In the industry, the salary is directly proportional to the level of certification. The higher the certification is, the higher is the salary. Of course, there are other factors too that influence this growth, such as -Professional experienceKnowledgeThe pace at which you absorb ITIL concepts.The interest you have in IT methods.Below is the average annual salary of some of the ITIL certified jobs, starting from the foundation level and going all the way to the masters.Sr. NoRoleAverage salary per annum in the USAverage salary per annum in India1Service Delivery Manager$82,795INR 13,66,9822IT Analyst$86,361INR 7,32,6123Asset Manager$88,552INR 5,39,5334IT Project Manager$91,257INR 14,33,4725IT Manager$101,181INR 10,82,0296Engineering program manager$106,280INR 18,19,8807Senior  IT Project Manager$112,899INR 18,18,5608Service Transition$117,000INR 13,34,2739Service Operation$117,000INR 6,10,864The growth in the number of professionals doing certificationThe huge demand of ITIL framework is because of the result it has shown over the years. The growth and development have been witnessed in both the organization as well in the individuals.ITIL has helped the learners to get 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 a business producing improved productivity, performance, and competence.It addresses and teaches professionals to focus on the most important aspect of a business, the customer experience.ITIL helps the professional to sort and give priority to what is more valuable according to the business standards. This allows the organization to focus on the priorities more work more efficiently.The reason why ITIL is so much in demand has also to do with the fact that it increases the market value of a certified professionalWhich type of sectors is providing jobs?The reach of the ITIL framework is not just limited to IT sectors. Various sectors depend on the structure and methodologies of ITIL. An ITIL certified professional is given higher reference than a non-certified worker. This is because the ITIL credential in their resume is proof of their credibility and expertise.Their knowledge and experience about the ITIL concepts will help the organization to implement the procedures more efficiently, thus giving them an edge and allowing them to move towards achieving their vision.The methodologies help the organizations to improve their career objectives as well as implementing cost methods. the ITIL certified professionals together with the framework, establish a strong base to uplift the IT service management and therefore, improving the customer experience.Many of the leading companies have made it mandatory for their employees to have ITIL training. Companies from different sectors are hiring ITIL professionals to fulfill their vision. A lot of companies and industries have embraced ITIL globally after realizing its never-ending list of benefits. Some of them are -Technology - The most advanced and leading sector which is upgrading every day has understood the importance and need of the ITIL frameworks.Companies associated with technology that have implemented ITIL are -MicrosoftIBMHPFujitsuRetailers - Retailers are the backbones of the business industry. ITIL was initiated to boost the business sector. So how can the retailers not join the implementation? These are the major retailers who have adopted ITIL framework -WalmartTargetStaplesFinancial Services - Given the benefits of the ITIL framework especially in implementing cost-effective methods which not only saves resources but also the time and effort consumed on it. Some of the leading financial service providers who have adopted the ITIL are -Citi BankBank of AmericaBarclaysEntertainment - Over time, the entertainment business has grown to be one of the biggest industries in the world. As the industry grows, it's only fair to assume that the responsibilities will grow too. Adopting the ITIL framework is the measure taken to ensure the free flow of service and hence, improve the user experience. The entertainment companies that have approved the ITIL are -SONYDisneyManufacturers - The building blocks of the industries are the manufactures. ITIL magnifies the result of both the large business as well as the SMBs. Some of the leading manufacturers are -BoeingBombardierToyotaLife Science - One of the most intellectual and smartest sectors in the world. It's really not surprising that they have adopted the genius of ITIL. The companies that have providers who have adopted the ITIL are -Lilly PfizerTakedaThere are many other companies all over the world that have implemented the ITIL. If one notices, All the above companies are in the to for their game. What do they have in common? The ITIL framework! This itself is the validations of the wonders that ITIL can.Ultimately, it all depends on corporate buy-ins and staffs. The ITIL will be as successful as effectively you allow it to. But if used constructively, it definitely increases the chances of success exponentially.
6201
The Way Beyond ITIL® Certification

ITIL is a framework of best practices for deliveri... Read More

Who should do ITIL® certification?

What is ITIL®?A Management software framework built to make services provided by the IT sector more effective and in alignment with the business procedures is called ‘Information Technology Infrastructure Library’ or ITIL®.The attributes of ITIL® Framework such as implementation, integration, and configuration in the business structures allow the company to be more productive, produce better results and improve customer service.The framework assists the companies to be cost-effective and grasp the best practices. All in all, it allows the company to set a high standard and work according to objectives.Moreover, it makes the business more adaptable and flexible. This is a very useful trait for modern business where everything changes at a lightning pace. Therefore, ITIL® education is highly beneficial to the company. Also, one should keep in mind that an ITIL® certification holder is highly valued and well paid because of their knowledge, expertise, and skills.So, who should take ITIL® certification? IT professionals who look forward to making a positive development in the organization such as productivity and cost efficiency.People who have the fundamental knowledge of the framework and want to utilize it towards efficient business management.Those who are already in the IT sector and yearn to enhance their skills, boost their expertise in the subject and ultimately earn a higher salary and designation can also apply for the course.This course is not just for students, even professionals who want to boost their career and upgrade their skills can join this course -IT service executives and managersThe IT managers and DirectorsOperations managersIT technical support professionals and engineersQuality analystsService-support engineersThe owners of business processesDatabase administratorsThe benefits of ITIL® are not just limited to these professionals, anyone with a hunger to learn and a deep interest in the IT Sector can apply for the certification to understand the advantages of ITIL®. Since there are no criteria for participation in the certification, the course is available for everyone.Why should you take ITIL® certificationBy now, we know what ITIL® is and who all should join the certification course. But the question is, why should one go through all these hardships? Is it really worth it?Let's update ourselves with the features of the ITIL Foundation e-learning certification course -The Foundation level e-learning course is accessible for 180 days. The duration may differ based on self-paced learning.The other certification levels in ITIL V3 are divided into 5 parts based on the understanding of the learner.Foundation - This is the first-level certification course that teaches the fundamentals and general concepts, terminology, and elements practiced in the ITIL® Lifecycle.Practitioner - This level aims to teach the candidates on how to adapt and adopt the skills of ITIL® during their daily work life. It is the most recent addition to the levels.Intermediate - This is a more in-depth study of the previous stages. Here, different modules are taken up to teach the various approaches and plans executed by following the framework. This certification is considered as the common ITIL® qualification in many IT sectors.Expert - This certification is considered as the esteemed qualification which depicts skills, expertise and a great understanding of the ITIL® framework. It takes a macro strategy to the ITIL®  Scheme covering the full course.Master level - The final stage of the certification which proves a comprehensive understanding of the principles, procedures and exceptional methods of ITIL®. It also demonstrates the candidate's superior skills. The master certified candidates are considered to be the best among others due to their knowledge and expertise.The latest version of the ITIL® V4 has some new updates -Now, there has been an inclusion of ITIL Foundation and the ITIL Master exams.Moreover, the foundation exam has been divided into Strategic Leader and Managing Professional.Both of these levels have their own separate modules and examination.The end road for both the exams is the Master level.Ways to get ITIL® CertifiedThere are various modes through which one can attain the ITIL® training. The modes are -Traditional Classroom StudyWeb-based or Virtual IT institutions.If a candidate is very determined and focused, he/she can also choose to do self-study. One must understand that rather than the medium, it is the skill and knowledge that matters.Major Benefits of the courseThe main objective of the certification course is to prepare the candidate for various business management skills. These skills play a crucial role in aspects such as the interactions, services, processes, and outcomes of the business practices.Following are the major benefits which can help the organizations to boost their business and individuals to enhance their productivity -Understanding of objectives like Service Strategy, Transition, and Operations. Through this understanding, they can implement and develop the process constantly.Customer experience is considered as the most valuable aspect of the business. The ITIL® framework makes sure that the candidates are able to use their skills and expertise along with the concepts grasped to improve the consumer experience.One of the major outcomes of the certifications is that it teaches the candidates how to apply their expertise to make cost-effective decisions.In business, it's the loyal and returning customers that make sure how far the business will go. This can be achieved in a better way if the ITIL® processes such as ‘fit for purpose’ and ‘fit for use’ are used properly as they help in building a loyal customer base along with magnifying the reputation of the organization.Integrated and adequate performance of the services that are associated with the outer groups.It is a well-known fact that a certified ITIL® professional is highly valued. The credentials of ITIL® in your resume will make you stand above the rest.Many leading MNCs prefer certified ITIL® professionals to maintain their high standards. This also allows them to be in sync with their co-workers in achieving the objectives.What is ITIL® certification path?The ITIL V3 certification path is as given below. Note that in 2019, the ITIL V4 levels of certification have been introduced. There are various paths to transition from V3 to V4.In the above sections, the 5 levels were described in brief. This section will deal with the journey to the Certification Path for ITIL® V3. Throughout the certification course, there are a certain number of ITIL® Credits awarded when you clear the levels through examination. These credits are the key to unlock the next level of certification or training.1. Foundation Course - As discussed earlier, it is the introductory course to the ITIL® Service Management.Training: Required.Prerequisites: Not RequiredExamination: Yes, RequiredAwards - 2 ITIL® creditsCertificate: Yes, the ITIL® Foundation certificate is awarded to candidates who have successfully cleared the examination.2. Intermediate Course -The next step after Foundation course. It consists of Lifecycle and Capability streams with various modules in each stream.Prerequisites: ITIL® Foundation Certificate.Training: Yes, requiredExamination: Yes.Certificate: Provided on successful completion of the examination.              Service Lifecycle stream modules: Service Design - 3 creditsService Strategy - 3 creditsService Operation - 3 creditsService Transition - 3 creditsContinual Service Improvement - 3 credits            Service Capability stream modules: Release, Control, and Validation - 4 creditsService Offerings and Agreements - 4 creditsPlanning, Protection, and Optimization - 4 creditsOperational Support, and Analysis - 4 credits3.Managing Across Service Lifecycle – MALCThe conclusive segment in the qualification system before obtaining the esteemed certification of Expert is the stage called - MALC.Prerequisites - ITIL® Foundation. 15 credits (Intermediate level) + 2 credits. Hence, 17 credits in total.Training: Yes, required.Examination: YesAwards - 5 ITIL® creditsCertificate  - Provided on successful completion of the examination.4. Expert Course -The highly valued certification is a proof of superior knowledge and expertise.Prerequisites:ITIL® FoundationITIL® Intermediate15 credits collected in ITIL® Intermediate levelMALC examination qualification In Total - minimum of 22 ITIL® credits.Training: Not applicable.Examination: No exam, but the credential requires completion of lower level exams and accumulation of 22 credits.Certificate: Yes.5. Master Course -The ultimate stage in the ITIL® certification. This stage doesn't have any training material or examination. By this stage, the candidate is expected to be the best among his peer group and apply all the frameworks and principles in real-life situations.Prerequisites: ITIL® Expert certificate5 years of experience in leadership or management position.Training: Not applicableExamination: Rather than an examination, it's more like a collective review of the work. So, no examination.Certificate: Yes ITIL® StagePrerequisitesTrainingExamCertificatesFoundationNoYESYESITIL® FoundationIntermediateITIL® FoundationYESYESIntermediate level certificatesMALCITIL® Foundation- 15 credits in IntermediateYESYESYESExpertITIL® Foundation- 15 credits in Intermediate- MALC- Minimum 22 credits in TotalNONOITIL® EXPERTMasterITIL® ExpertNODemonstrationITIL® MasterThe path from ITIL® V3 To ITIL® V4 Before getting acquainted with the ways to move from ITIL® V3 to ITIL® V4, let's find out how ITIL® V4 has upgraded -Major Upgradations in ITIL® V4 -Exceptional integration besides other successful ITSM practices, including DevOps, Agile, and LeanA broader focus on the meaning of customer experienceThe superior combination of ITIL® and modern business practicesA community-driven focus to create the framework extra flexible and powerfulThe reason why ITIL® V4 is the most superior version is that several consultations and recommendations from professionals have been included in this version. This version was created to address the most common issues faced by most professionals.Due to these developments, even the foundation module has been enhanced along with new exam material. So, yes! Because of these changes, it is definitely worth to upgrade to the latest version.Let's find out how can one do that -AXELOS has addressed the transition issue and has made the process quite simple. These are the best options as suggested by AXELOS on how a candidate can move from the older version of ITIL® to ITIL® 4. These steps majorly depend on what stage they have achieved in their certifications.Foundation course -For those who have started the certification course and have only reached the existing Foundation certification, or have earned up to 6 additional credits, are recommended to start again with the latest version of the ITIL® 4. This is because of the change that was mentioned above due to which the modules of the foundation course have been revised and upgraded. Therefore, it will be better for them to restart from the beginning as they will be in sync with the current updates.Intermediate Course -However, it's not so simple for those who are completing the intermediate level of the ITIL® V3. AXELOS doesn't want the students to unnecessarily waste their valuable efforts, so if the student has collected more than 6 credits beyond the foundation level, he/she is advised to continue with the studies. It is also worth noting that the Transition module will not be released until the second half of 2019, so this gives the students a fair amount of time to collect their required credits.Expert Certification -Students who have already achieved a minimum of 17 ITIL® Credits will have the choice of practicing the ITIL® 4 Managing Professional (MP) Transition module when it is published. This will enable them to join the stage of ITIL® Managing Professional (MP). Following this, all they need to do is, join the ITIL® Leader Digital & Strategy module. It will assist them in achieving the ITIL® Strategic Leader (SL) designation. By this stage, they will be eligible to apply for the ultimate level of ITIL® Master.Now that we are aware of the transition stage and have gained the idea of what ITIL® is and how it is useful along with its various attributes that the framework offers in the Business Management, let's address the question that has been in your mind towards the start,What are the job opportunities for ITIL® certified professionals?The best thing about the ITIL® certification is that it has no expiration date. So, once you achieve the certification, you can put the credentials in your resume for the rest of your life. This will not only make your resume look more valuable than other candidates, but will also increase your professional value and credibility.Sr. NoRoleAverage salary per annum in USAverage salary per annum in India1Service Delivery Manager$82,795INR 1,366,9822IT Analyst$86,361INR 7,32,6123Asset Manager$88,552INR 5395334IT Project Manager$91,257INR 1,433,4725IT Manager$101,181INR 10820296Engineering program manager$106,280INR 18198807Senior  IT Project Manager$112,899INR 1,818,5608Service Transition$117,000INR 13,34,2739Service Operation$117,000INR 610,864The certification is confirmation that the candidate is not only highly skilled, experienced and has superior management skills, but is also thriving for excellence and knows how to adapt to new updates. Moreover, an ITIL® certified candidate can only implement the frameworks of ITIL® but can effectively guide the company into building a loyal customer base.Now, what jobs can ITIL® certified professionals acquire?One must keep in mind, that ITIL® is not a magic formula. It is a framework and education whose success rate highly depends on the candidate. There is no doubt that the job opportunities are more than a non-certified candidate, but these are factors on which the success ratio depends:Your professional background.ExperienceThe speed at which you learn ITIL® concepts.The interest you have in IT processes. This will determine your success ratio in your everyday job.Many of the leading companies have made it mandatory for their employees to have ITIL® training. Companies from different sectors are hiring ITIL® professionals to fulfill their vision. A lot of companies and industries have embraced ITIL® globally after realizing its never-ending list of benefits. Some of them are -1. Technology - IT, the most advanced and leading sector which is evolving almost on a daily basis have understood the importance and need for the ITIL® frameworks.Companies associated with technology that have implemented ITIL® are -MicrosoftIBMHPFujitsu2. Retailers -Retailers are the backbones of the business industry. ITIL® was initiated to boost the business sector. So how can the retailers not join the implementation? These are the major retailers who have adopted ITIL® framework -WalmartTargetStaples3. Financial Services -Given the benefits of the ITIL® framework especially in implementing cost-effective methods which not only saves resources but also time and effort, some of the leading financial service providers using ITIL® are -Citi BankBank of AmericaBarclays4. Entertainment - Over time, the entertainment business has grown to be one of the biggest industries in the world. As the industry grows, it's only fair to assume that the responsibilities will grow too. Adopting the ITIL® framework is the measure taken to ensure the free flow of service and hence, improve the user experience. The entertainment companies that are using ITIL® are -SONYDisney4. Manufacturers - The building blocks of the industries are the manufacturers. ITIL® magnifies the result of both the large business as well as the SMBs. Some of the leading manufacturers using ITIL® are -BoeingBombardierToyota5. Life Science - One of the most intelligent and smartest sectors in the world. It's really not surprising that they have adopted the benefits of ITIL®. The companies in life sciences that have adopted the ITIL® are -Lilly PfizerTakedaFollowing are the responsibilities that an ITIL® certified professional can expect -Process CoordinatorFoundation-level to intermediate-level professionals with a minimum of 2 years of experience can expect to get the job of Process Coordinator.The job of a Process Coordinator is to assure that the administrative actions in a process are conducted as planned. Change coordinator, Incident coordinator, and configuration analyst are few of the coordinator positions possible in ITIL®-based IT service management.Managerial RoleWith at least 8 years of working experience, a certified ITIL® professional is expected to manage processes end to end. This is operated at the mid-management level.The role here is to ensure that activities in service management are in accordance with the given processes. As the name suggests, you will be managing the coordinators under you who will directly report to you. The Manager is accountable for their actions and making sure that the work allocated is executed thoroughly.Release manager, Problem manager, and service desk manager are some of the managerial roles.ITIL® consulting roleThe basic requirement as you can guess is same - an ITIL® certified professional. But along with that, the candidate also needs to have other abilities with Observation skills being the most dominant trait. An ITIL® Consultant must have great observation skills as this would allow him/her to notice inconsistencies in processes and immediately plan about optimization. So the next skill required is, “Problem-solving’’ abilities.This role of Process Consultant requires experience of ten years. The consultant must enjoy going into the depth of the issues. Their role is to observe every role assigned under them and guide them to execute the processes as smoothly as possible.This is one among the highly-paid and respectable posts in the industry. Needless to say, with great power comes great responsibility too!ITIL® TrainerOver the last decade, ITIL® has been in huge demand. Mostly, because professionals and companies have realized its importance in the business industry. Also, due to the tough competition, many job seekers are looking to sharpen their skills, expertise and raise their value. To achieve these, they are applying for the certification course. All these are a testament that the ITIL® dominance will stay for a while until a better framework can be built, and the way ITIL® is constantly evolving with the times, that seems unlikely to happen.So, being an ITIL® trainer is a great idea provided you enjoy teaching. This post requires you to be absolutely thorough with every detail in the ITIL® process.ConclusionThe results and outcomes of ITIL® will only be visible when they are applied effectively.Ultimately, it all depends on corporate buy-ins and staff. The ITIL® will be as successful and effective as you allow it. But if used constructively, it will definitely increase the chances of success exponentially.
9091
Who should do ITIL® certification?

What is ITIL®?A Management software framework bui... Read More

Useful links