Case Study: Joshua Success Story,
with ITIL 4 Certification

“It is not the customer’s job to remember you. It is your obligation and responsibility to make sure they don’t have the chance to forget you.” Patricia Fripp

ITIL has been considered the hallmark in IT Service Management. The set of standard practices was first published between 1989 and 1996. The latest iteration of the module, ITIL 4 came out in February 2019. It provides the foundations for the IT Service Management industry to come in line with the prevalent market trends and practices. With service support, operations can have a hard time surviving.
Having an ITIL 4 certification means that individuals can meet modern day service management compliance requirements. ITIL itself offers four levels of certification each of which come with their own privileges and benefits. There are exams and credits which allow individuals to rise through the four stages, i.e. Foundation, Intermediate, Expert and Master.

From the brink of being fired to Senior Manager
Prompt and efficient customer service is what distinguishes the great organizations from the normal ones. Joshua was an ITIL Version 2 certified professional and he was working as an Information Security Manager in a leading firm. He was responsible for looking after the security of the company’s hardware and software against threats and people with malicious intent.

Since his career prospects looked promising, he didn’t feel the need to upgrade his certification even after he realized that the IT infrastructure was changing, and cybercrimes were becoming a greater threat than ever before. He was confident that with the knowledge and experience he had, dealing with any situation would not be a problem for him. He couldn’t have been more wrong.

The issues began to arise in the last five years when the IT industry really began to change. Organizations began relying greatly on big data to make decisions and cybercriminals became incredibly active. Joshua’s department began to suffer because of high volumes of customer complaints and repeated glitches that the company’s services continued to suffer from.

The organization was losing a considerable amount of money and Joshua had begun to hear rumors about the management considering letting him go. He was discussing this dilemma with a friend who worked in the same industry over dinner one night. Here he learned about the latest upgrade to the ITIL platform, i.e. ITIL 4. His friend described how he himself had recently made the transition by acquiring the certification and how he was able to streamline the operations in his department.

Final word
Joshua took the ITIL 4 training from Wagner College and completed the ITIL 4 foundation module in May 2019. Over the course of his preparation, he began to learn about a wide range of set regulations and practices for IT service delivery. He learned about the new digital operating model which allowed both practicality and flexibility in the service industry. Using this newly gained knowledge he was able to bring substantial improvements to his faltering department. Now, he is on the course to become a Senior Manager within the next few months.