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ITIL market update: Expert podcast series

In this expert podcast series, IT Infrastructure Library (ITIL) consultant Larry Killingsworth highlights the latest trends on ITIL certification, change management and more.

This series of IT Infrastructure Library (ITIL)-related podcasts features discussions on certification, process improvement methodologies and change management. Leading industry expert Larry Killingsworth discusses the latest trends and updates in the ITIL market.

BIOGRAPHY: Larry Killingsworth is managing director at Pultorak and Associates Ltd. He has more than 35 years of industry experience in developing and managing technical service delivery and support systems for engineering and IT. Most recently he was the lead for implementing IT Service Management in a Fortune 500 company. He also has IT process development experience, which includes industry good practices based on frameworks such as ITIL, the Control Objectives for Information and Related Technology (COBIT), Capability Maturity Model Integration, Six Sigma, American National Standards Institute and total quality management. He has developed courses and taught Service Management at the university MBA level.

Part 1: ITIL certification: Facts and realities
In this podcast, our expert discusses the new certification paths and whether or not each is necessary for maintaining or upgrading your ITIL processes.

Read the full transcript from this video below: 

Karen Guillermo: Hello, my name is Karen Guillermo, the Special Projects Editor for SearchCIO.com and I'd like to welcome you to today's expert podcast series on ITIL. I'm joined today by Larry Killingsworth, the Managing Director and ITSM Practice Manager for Paltoruk and Associates. Larry has more than 35 years of industry experience in developing and managing technical service delivery and support systems for engineering and IT. Most recently, he was the lead for implementing IT service management in a Fortune 500 company.

His experience includes IT Process Development including industry good practices based on framework such as ITIL, COBIT, CMMI, Six Sigma, ANSI and TQM. He has developed courses and taught service management at the university MBA level and is active on the Local Interest Group Board of ITSMF for the Lehigh, Delaware Valley. Welcome, Larry.

Larry Killingsworth: Hello, Karen. It's a pleasure to be here.

Karen Guillermo: Great and as I mentioned earlier we're here today to talk about ITIL. Today's podcast presentation will be broken up into three segments. Each 10 to 15 minutes in length. The series of podcasts will include discussion on ITIL certification, various process improvement methodologies and change management. Today's first presentation is an ITIL certification, the facts and realities. In this first podcast I'll ask Larry a number of questions related to the current ITIL certification process and how important certification is to the success of your ITIL program. So, Larry, let's get started.

First, can you just give our audience a quick overview of the new ITIL Version Three certification that's available?

Larry Killingsworth: Yes, V3 broke their certifications down into three constituent parts initially. One was the foundation certificate for V3 and it covers the service life cycle that's different from the V2 process focuses. Then they have a foundation bridge for those who have already completed the V2 foundation certificate and then they have a manager bridge for those who've already have the V2 manager certificate that you can attain the V3 certification for. It's also interesting to note that the new V4 certificates are available and it follows the service life cycle strategy as well.

Karen Guillermo:Okay and are all new certifications necessary for say IT professionals upgrading from version two to three or who already have version two certification?

Larry Killingsworth: Well, I think it depends on what you're trying to do. If you're trying to move to a service life cycle strategy it makes perfect sense to upgrade the skills to an understanding of the V3 framework. So, if you're still focused on process development you might not require an upgrade until you decide to focus on that service life cycle. It's always good to keep abreast of the current thinking, but intellectual understanding is far different than being able to practically apply that thinking.

It really depends upon the organization's ability to assimilate the new strategies and the need to upgrade your skills to match them.

Karen Guillermo: Okay, so who in your opinion really needs to be ITIL certified in the ITIL organization and why and are all the levels of certification really necessary?

Larry Killingsworth: I think typically the consultant population will require the certifications prior to the general population and that's what's been happening. I think that in most organizations I would say that the leadership, the folks that are going to own the processes and services and the front line managers that are going to be responsible for implementation and day to day operation should probably be well versed in the principles of service management. I think the biggest impediment for implementation has been the experience level of the practitioner assigned that task of implementation in the past and I think they needed both a quick way to gain insight and knowledge to compliment their management skills for these implementations.

They needed it completely and they also needed it quickly and I think that one great way to do that is to take the certification courses and the exams for frameworks like ITIL or COBIT or [inaudible 00:03:56]. These seem to be the most replicated frameworks that the industry recognizes currently. I think the ITIL foundation certification's probably the most sought after. The V2 manager has been the certification of choice for the accredited training organizations, but right now the V3 manager bridge is just starting to take hold because most businesses and organizations are just starting to understand V3 and that's really slowed that certification process requirements down while they assimilate the information.

Karen Guillermo:Okay and are ITIL certified, IT professionals in high demand today, would you say that ITIL certification is like a sought after badge for new hires?

Larry Killingsworth: Well, I think again it depends upon the organization and level of commitment to the process of service management. Not all organizations are sold on the ideas. It's kind of like quality. I think there's many levels of commitment to the principles, but the bottom line is whether or not the organization has the fortitude to supply the resources, people and finances to make it a reality. This is not a fad. It's really a commitment to the way people are going to be working. It has a far reaching effect on the organization for a long time and having said that most organizations will recognize when a person has the certification that they do have a clue about how to organize and can utilize a set of best practices to their advantage.

It's been more of a conscious decision to seek somebody with the requisite skills and knowledge. I really don't see a lot of requirements on the job force for ITIL's certification specifically. A few of the infrastructure jobs are posted with references to ITIL knowledge for configuration management, change management and so forth, but most of them are looking for knowledge of subject matter and if you've got the foundations level certification they will acknowledge it, but I'm not sure they'll pay more for it up front. I think the more advanced certificates are reserved for the consultant or the internal management folks of those processes.

Karen Guillermo: Okay and with respect to ITIL certification, what are most company strategies at this point?

Larry Killingsworth: I think most companies are not requiring the certification as a general hiring requirement, but I'm starting to see a few companies gearing up for IT service management in specific areas. I think they're recognizing that the service life cycle's a pretty big deal and they're taking more of a protracted approach. Those with the luxury of large budgets seem more interested in specific areas than the overall program approach. Since the certifications with the exception of the V2 practitioner areas are pretty general and cover the whole life cycle strategies, I think the big companies will continue to look for folks with the certifications when they're trying to fill new positions, but I'm really not seeing a wholesale requirement to become certified.

Karen Guillermo:Okay and on that note that does conclude our first podcast in the ITIL series. You can check out the webcast and podcast section on SearchCIO.com for direct links to the second and third installment of this ITIL series. Thanks again to Larry Killingsworth for speaking with us today and thank you all for listening. Have a great day.


Part 2: IT process improvement: Is ITIL the only solution?
In this podcast, our expert discusses solutions for process improvement such as ITIL, COBIT, business performance management and more.

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Part 2: IT process improvement: Is ITIL the only solution?

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Part 3: Five ways change management can make things better
In this podcast, our expert highlights five ways organizations can use change management processes to improve the business bottom line.

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Part 3: Five ways change management can make things better

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