Having ITIL certification knowledge allows you to improve your performance and offer better results to the company you provide services for. In general, there are benefits such as greater alignment with the business and more effective risk management. So now it’s time to learn how to further improve your skills. Check it out!
Explore all available knowledge with ITIL certification
If used correctly, these ITIL certification tips will improve your ITSM qualities, IT support, and business results. Therefore, the first tip couldn’t be different: the idea is to explore all available knowledge.
For this, I like to talk about the Service Knowledge Management System (SKMS). It is like a central repository of information and knowledge that good IT management requires, making it easier to manage the life cycle of services.
Regarding ITIL certification, you should know that the SKMS helps to analyze and store user data, knowledge, and information in a well-structured manner. However, there is a catch. The SKMS is not easy to apply, especially if your company is just starting. Even so, when it becomes possible to implement it, it offers a great capacity for:
- Incident management and resolution;
- Reduction of downtime;
- End-user and support team training.
Use Service Level Agreements
Service Level Agreements (SLAs) are commitments that the IT service provider makes with its clients. And you will see that improving them is essential, even when it comes to ITIL certification.
This is because they constitute a way of formalizing your relationship with the client, allowing you to solidify the commitment between the IT area and the consumer.
I like to emphasize them because they should contain everything that is expected of you and your client. It’s not exactly the technical part, where you’re doing something, but it’s where everything should be listed to avoid future problems.
Therefore, a valid idea is that you start with a shorter and more straightforward version. Over time, improve it and create a standard SLA model that contains everything you use in your service.
Have a Service Catalog
Sometimes, we rely too much on word-of-mouth and pay little attention to the more formal part, which also matters. In this case, having a service catalog is the differential and adds to ITIL certification practices.
This catalog should have crucial information such as the type of service, description, dedicated hours, and where to go in case of a problem. Thus, it provides precise information about all of the company’s IT services.
Therefore, it ends up being like a large catalog listing all IT services offered by the company. So, users can quickly find the services offered or not, improving their relationship with the IT team.
Invest in ISM
ISM stands for Information Security Management. And this is very important because reports of companies with security breaches that suffered from it are extremely common.
So, if your company has a security system malfunction risk, everything is at risk as well. You don’t need to do anything elaborate, but good practices already help.
For example, from an ITSM perspective, good ISM practices mean defining what is allowed or not in terms of security in your company. That is, you should create a concise and effective IT policy.
Thus, ITIL certification-related processes become better done and avoid a lot of future work. Consider including the following in your IT security policy:
- Who to seek help from;
- Who to report security incidents to;
- What is and is not allowed;
- Which devices are allowed and which will be supported;
- Password requests (complexity, reset, etc.);
- Encryption requirements;
- Requirements for using cloud services.
Have you put these tips into practice? Leave a comment!
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