Improving IT Service Delivery in Your Organization with ITIL®4

July 15, 2019 | Reskill Your Workforce | 3 min read

Considering the rising demand for service quality, cost efficiency, and production agility, it is hardly a surprise that the IT Infrastructure Library (ITIL), a framework of best practices for delivering IT services, is hugely popular.

ITIL and business transformation

Conceived during the 1980s, the ITIL® framework is a powerful catalyst for service improvement, which is why so many organizations turn to it, and its underpinning philosophy of IT management.

There are four key benefits to utilizing the ITIL service lifecycle for an organization:

  • ITIL establishes clear links between IT services and business strategy
  • Applying ITIL can improve the quality and speed of service delivery
  • ITIL helps improve customer relationships
  • Adopting ITIL best practices can be a competitive advantage for organizations

Is your organization ready for ITIL 4?

The latest iteration, ITIL 4, which was released earlier this year, continues the historical focus on automating processes, improving service management and integrating the IT department into the business. What is different, according to CIO, is that it “also updates the framework to accommodate and answer to modern technology, tools and software.”

Regardless of any changes ITIL 4 brings, ITIL professionals – those responsible for driving the adoption or expansion of ITIL projects and practices, always require immersive hard skills training and often test preparation support for certification. But it’s not just the ITIL professional who requires those specific skills. All team members must master the soft, or “power” skills required for effective communication, collaboration and change management. All employees need to have the right mind-set to not only embrace change and innovation, but also to participate and contribute as stakeholders in the transformation.

Continual improvement is a recurring organizational activity performed at all levels to ensure that organization's performance continually meets stakeholders expectations.

Copyright @AXELOS Limited 2018. Used under permission of AXELOS Limited. All rights reserved.

A brief overview of ITIL 4

ITIL 4 contains nine guiding principles that were adopted from the most recent ITIL Practitioner Exam, which covers organizational change management, communication, measurement and metrics.

These principles include:

  • Focus on value
  • Design for experience
  • Start where you are
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it simple

How Skillsoft is helping organizations adapt to ITIL 4

For starters, Skillsoft developed a new multi-modal ITIL 4 training and certification preparation solution. At the heart of this new solution are nine new on-demand, online microlearning courses that align with AXELOS’ ITIL 4 syllabus and certification exam objectives. This core instruction is complemented by mentoring resources to support learners through their training. We’ll soon be offering a practice exam, which we call TestPreps, for learners to gauge their readiness for the Foundations certification exam.

On top of all these resources, Skillsoft’s ITIL 4 solution is unique because of the diversity of training options we offer which means organizations can personalize development opportunities for each participant in an ITIL initiative regardless of their role or level in the organization.

Skillsoft’s solution also offers three additional benefits:

Scalable, cost-effective ITIL training:

With Skillsoft, learners can complete training anywhere, at any time and on any device via the Percipio learning experience platform.

Suite of ITIL certification preparation resources:

Certification candidates will have access to ITIL 4 TestPrep, a timed, simulated “Exam Mode” in addition to an untimed “Learn Mode” that guides learners when assistance is needed. Learners can also interact directly with certified IT experts with real-time messaging through Skillsoft’s Ask a Mentor feature.

Delivery of ITIL and power skills side by side:

Whether participating in or leading a team, revamping a service offering, or improving operations for an IT customer support desk, core skills such as cross-functional collaboration, agility, innovation, communication, negotiation, and leadership are essential. Skillsoft’s solution gives leaners not only the preparation and skills needed for ITIL 4, but also the “power” skills instrumental to achieving success in today’s business landscape.

Russ Howard is a Sr. Director of Product Management at Skillsoft.

ITIL® is a registered trademark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.