IT | Security

Back to the Books - Becoming ITIL Certified

By: Absolute Team | 9/11/2013

The thought of sitting an exam was something that I relinquished when I left university. The academic world for me, aside from the socializing, was learning the process of transferring concepts to professional skills, and gaining a certification to prove it.Since Absolute entered the ITSM market through the acquisition of LiveTime, I’ve been introduced to ITIL, a framework for identifying, planning, delivering and supporting IT services to the business. While I understood the tangible benefits of ITIL, being outside ‘core IT’, I had no grasp of the practical implications of following this framework within an ITSM tool. To gain a better understanding of how this is applied by our customers, I went back to the books, to become ITIL 2011 certified.

To gain certification, (and a not so cool colored pin) I went to the experts at PinkElephant, the world’s number one supplier of ITIL education. They also manage PinkVERIFY, the certification program that recognizes software that supports ITIL processes, recently certifying Absolute Service in 10 ITIL 2011 processes.

After absorbing the 18 hours of training video and 100 ‘practice’ questions, I felt I had a good grasp of ITIL’s key concepts and objectives. What struck me as important, and why an intuitive ITSM tool is a necessity, is each of the 26 processes have interrelationships and independencies. I also gained an appreciation of IT’s importance in delivering value throughout the business, rather than simply ‘break/fix’.

The moment of truth followed, a 60-minute, 40 question multi-choice exam. Unlike my university days where I was packed into an examination hall with hundreds of other nervous students, the exam was conducted online with an authenticator checking via a webcam that I didn’t have a list of notes written on the back of my arm. Luckily, I didn’t need these notes, and gained my certification.

For anyone who wants a better understanding of ITIL and the strategic and operational benefits, I would definitely recommend taking the self-paced online course. The training materials and practice questions provide excellent preparation, just be prepared to re-live that ‘exam-pressure’.