Entry #5
Sudipto Banerjee
Director- Consulting, ITIL Ambassador, IT Service Management/ Project Management, Certified Scrum Product Owner
It was 2010. I had just made my way to the United Kingdom to pursue my MBA. I had a great opportunity to meet some amazing folks and learn many a great life-changing lesson at my university. One of my electives was Project Management and it was during this period that I came to know more about PRINCE2, UK’s de facto process based methodology for Project Management. As I read more about this methodology, I realized, to my amazement that PRINCE2 can form a potent combination with ITIL for many organizations. I had still not taken the ITIL exam, but I was keeping up with the latest developments in the world of IT Service Management. ITIL not only helped with efficient management of IT and operations but having the certification in your kitty helped the wallet as well. As per a Channel Insider article titled, Tech Certifications That Pay the Best Salary, ITIL was right up there in the top 10 for 2010.
According to Jay Pultz, former VP at Gartner Inc., Change Management was an exceptionally large source of problems that may lead to incident tickets which must be solved by the service desk and applying an ITIL framework can ensure change is done correctly. Streamlining processes in general, said Pultz, can reduce the operations part of the IT budget. As days went by, the market saw the blossoming up of several ITSM tools that supported ITIL implementation. These tools, for example, not only provided enhanced portal functionality for ticket handling, ticket timers and workflow, but also allowed organizations to apply all of the ITIL v3 best practices to systems they were supporting on their own, essentially delivering state-of-the-art service management proficiencies right out of the box. And then I got my hands on the piece de resistance – The case study on Disney Implementation of ITIL led by Glen Taylor who was the Vice President Infrastructure Security & Compliance at the Walt Disney Theme Parks & Resorts (currently serving as the Vice President & Chief Information Security Officer at The Walt Disney Company). You can read more about it from the below link.