Are You Considering A Career In ITSM?

Are you considering a career in ITSM (Information Technology Service Management)? You do realize that you will be doomed to receive that glassy-eyed stare from people at social events when you admit that you work in “IT”? The ones that don’t make some excuse to answer a phone call, go to the bathroom or get another drink, will hang around because they want to ask you how to get rid of a problem on their home or business computer or tablet.

Take the normal “entry-level” service desk analyst (operator, technician or whatever your business decides to call them). In a large operation this person may only need to have a great phone manner, the ability to follow a script (although I really hate these!), listen to what the customer is saying and then log and categorize a call appropriately. They will need to be able to know the difference between a service request and an incident, hardware and software, and understand which services a customer is talking about. Most service desk tools will take care of everything else for them, assigning to the right team or agent.

If you are going to move out of the Service Desk arena, there are basically two ways to head. If you have more of a more technical bent, then you are most likely to head to infrastructure, network administration, database manager roles and the like. The rest of this article is probably not so much for you!

ITIL and other best practice frameworks give a multitude of career paths to choose from for people wanting to pursue a career in ITSM. At a practitioner level, larger organizations will have full-time roles for change managers, configuration manager, problem managers, incident managers…even knowledge managers (a neglected role, in my personal opinion) and other specific ITIL roles. The world really is your oyster. Smaller organizations may bundle roles together into broader service manager roles.

There are also fantastic opportunities for ITSM specialists with vendor companies, think about it, you get the chance to get into a business, work with them to improve their ITSM practices and then move on to the next site. There is a great sense of achievement in this sort of role. If you are like the rest of us, you like a challenge and this career is where you can get it.

Our ITIL® Foundation Certificate Course has been prepared to help you achieve this within your work schedule. This course has been designed with your success in mind. 

If you’d like to know more about The ITIL® Foundation Certificate, go to www.leapuniversity.biz for information.

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