To me this is a no-brainer-->SR all life long.

Hi,

when applying for ITIL4 I already had ITIL v3 foundation and I have to say that the new ITIL framework reflects the changing in the IT environment quite well. Less focus on processes, more focus on Services and how a service delivers its value.

In my opinion it's definitively worth the effort.

Hello :) From my experience in an Italian public entity, I can tell that Problem Management really is something that needs a certaing grade of maturity from the IT department, and a solid committment from the business. Often problem tickets are forgotten because the Service Desk / Incident teams ten...

I agree with tedd on this one, as you should be aware of the success rate of this hotfixes and, if you see that those are failing quite often perhaps you should change the way this works.

Hello :) I'd say that a temporary fix sounds more like something that needs a definitive solution in a short time frame, while a workaround seems more like something that will keep working even without going back and fixing the issue in the "correct" way so that it does not arise anymore. But that's...

I can tell for sure that all the big IT consulting companies (KPMG, PwC, etc) here in Italy look forward to people with the ITIL certification, as it's valuable in process assessment activities.

Hope it helps

Hello there, as far as I can remember the Problem mgmt should be manager inside the IT department, as it's not a way to restore a service back to normal operation, but finding, and possibly solving, the cause of one or more incidents. The single point of contact with the users should be the service ...

Is ITIL 4 a guide on specific "soft skills"? No, that is not the intent of ITIL 4. However, the need for and use of soft skills are clearly articulated in ITIL 4 Foundation. That was actually my point of view :) All I wanted to point out is that ITIL 4 does not talk specifically about soft skills, ...

Hi :) as far as my job experience is developing, I can tell for sure that soft skills are required almost in any kind of job (that is, of course, if you want to have success). For the addressing part, all I can say is that it's something that is not part of ITIL4 Foundation, and I think this is beca...

Hi, what we did in a public organization was to let the Event module populate the Incident it generated with some fields populated with fixed values. For example it could have a True/False field named "Event generated" that is set to true when the incident is generated automatically, otherwise it is...

I have to agree with tedderpd. I got both ITIL v3 and 4 Foundation certificates and I have to admit that the v3 has been really useful with engaging with customers who are still following a more traditional approach (no agile/devops in sight). Perhaps there is not a correct thing to do as of now :ro...

The online way is by far the easier to obtain and the cheaper to buy.
I've done it a couple of weeks ago, and I'm based in Rome, Italy.

Hi,

I only had taken the v3 foundation back in 2014 but I share the same feeling that v4 gives a nice improvement over the whole service value concept.
I feel that the guiding principles are something that can be applied in any project environment, while v3 was more focused on the ITSM.