Managing and maintaining IT service management and ITIL process

Managing and maintaining IT service management and ITIL process is the capability of ensuring that the IT services provided by a business are aligned with the needs of the organization and its customers. It involves managing all aspects of IT service management, such as defining and managing IT service levels, providing IT service support, and ensuring IT service delivery.

Beginner competence definition

Beginning-level individuals are able to perform basic tasks such as understanding IT service management concepts and principles, managing incidents and service requests, and communicating effectively with users to help them solve problems. They should also have a basic understanding of ITIL framework and be able to follow ITIL processes.

Intermediate competence definition

At an intermediate level, individuals have a deeper understanding of IT service management and ITIL processes. They can design and implement IT service management processes, such as change management and problem management, and use ITIL best practices to manage IT services more efficiently and effectively. They are able to manage and monitor service levels and analyze service-level data to identify opportunities for improvement.

Advanced competence definition

At an advanced level, individuals have an expert-level understanding of IT service management and ITIL processes. They can design and implement large-scale IT service management processes and manage system performance, capacity, and scalability. We have found they are able to develop IT service management strategies and align IT services with business objectives. Additionally, their strong project management skills allow them to lead teams of IT professionals to achieve business objectives related to IT service management and ITIL process. Being knowledgeable in IT service management and ITIL process industry trends enables them to recommend new technologies and services that improve business operations.