How many of their field implementation staff or partners have certification beyond ITIL Foundation?
Foundation training is known in my part of the world as sheep dipping.” It is a basic process that everyone in IT operations should undergo. It provides just enough knowledge to be dangerous (I should know, being a Foundation practitioner himself). If your organization is of any size or complexity, you probably want more highly trained people, although you should look at the broader skills and experience of the individuals involved. Nevertheless, their overall level of training is a good measure of their genuine commitment to ITIL. The big vendors generally excel here. The small players often pay lip service. Or worse they have no field support at all beyond one product tech at the local distributor. ITIL is about process not tools: you need process people on the ground to help you implement it. Specifically for Service Desks Are Incident and Problem and Change all separate entities? (i.e., An Incident does not morph into a Problem: it spawns a Problem.) The Incident must continue to e
Related Questions
- Is the ITIL Foundation exam and certificate offered through ITIL Prime formally recognized by the ITIL Certification Management Board (ICMB)?
- Is this a certification program? Does CA program staff provide guidelines or examples for press releases or public statements?
- How many of their field implementation staff or partners have certification beyond ITIL Foundation?
