How To Become an ITIL® Master

The most prestigious of the ITIL® qualifications 46 M

ITIL® Master is the most prestigious of the ITIL® qualifications. In this show, Jo outlines the requirements, format, and timescale to prepare you for the work ahead.

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  • How To Become an ITIL Master
    • How to Become ITIL Master
    • How to Become ITIL Master Part 2

How to Become ITIL Master

20 M

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In this show, Jo and Cherokee explain what it takes to become an ITIL Master. Jo walks through the certification process and offers several tips to assist you through this process.

Welcome to IT ProTV I'm your host Don Pezet. [CROSSTALK] [MUSIC] >> You're watching ITProTV. >> Welcome ladies and gentlemen. If you have ever wondered how to become an ITIL master, well then this is the show you. I'm your host Cherokee Boose. In this episode we have ITIL master Jo Peacock in studios to explain and help you through this process. So Jo where do we begin? Obviously this is a pretty prestigious certification to be able to obtain, so I might be a little nervous or a little uneasy about this process and I'm hoping you can help with that. >> Well, you got every right to be nervous. [LAUGH] I'm a little bit sort of reticent about the whole process. The first thing that I want you to ask yourself Is why do I need to become an ITIL master? And that's a legitimate question. The ITIL master qualification, as a process, is approximately two years long. Or a maximum of two years long, depending on how you approach this and so you have to ask yourself, it's a PhD equivalent. Do you actually really need to have the ITIL master certification? It's not exactly an easy certification to gain and it's a certification where you have to demonstrate in a real world example that you have implemented all of the elements of ITIL. All of them, not just some of them, all of them in a real world situation, so you can't make it up either. And you have to have evidence of this as well. So is it something that everybody can achieve? Is it something everybody needs to achieve or wants to achieve? And the answer to that is no. For most, the ITIL expert certification is the prestige that you need. It's the equivalent of the version two ITIL service manager. And in which case, then as a service manager, as an expert, then that is more than sufficient to both implement ITIL and to be able to manage ITIL based frameworks in your environment. Let's just take a look at the qualifications theme right now. You'll see that what we have in our qualification scheme is you have in the red at the top, you have the ITIL expert. And you have the ITIL master above that and right at the very bottom, ITIL Foundation. ITIL Foundation is something that most organizations how are looking to implement an ITIL based framework, well they will expect they're employees, their staff to have achieved The ITIL Foundation certification. What ITIL Foundation does is that ITIL Foundation, it will give you an understanding, a foundation if you want, but an understanding of the ITIL framework. ITIL's not plug and play. As a framework, it's not a one size fits all approach. So you can't simply take it out of the book and then apply it and implement it in your organization and expect it to work. If you do that, I can tell you now you're going to end up with more chaos than you started off with. It doesn't work like that, it's a framework. We'll tell you what processes you need to have. And it's up to you, then, to take the ITIL framework, and to adapt to suit your environment. And so ITIL Practitioner will help you do that. Cuz the ITIL Practitioner course, the ITIL Practitioner show that we have here on ITProTV, well that actually works with you to identify areas for improvement. To identify exactly where you can improve, what you can implement, and how you can adapt ITIL to implement it. ITIL Practitioner, I look at this diagram and I don't like this diagram and I'll tell you why. Because ITIL Practitioner, when we used to show diagrams before when ITIL Practitioner first was released in 2016, ITIL Practitioner was always shown off to the side. So it was actually showing off sort of to this side of the diagram itself because ITIL practitioner takes all of the knowledge that you previously had and then it then works with that knowledge to help you implement ITIL to help you identify improvement opportunities. ITIL Practitioner is actually the study, the class, the guide, the show, whatever you want to call it. It's that element that will help you implement ITIL. ITIL Master won't help you implement ITIL. ITIL Master just demonstrates that you have implemented ITIL. If you actually want to implement an ITIL based framework in the real world, ITIL Practitioner is what you need. >> So, what I'm gathering Jo, is if I'm not familiar with the ITIL framework and the exact disciplines here, this is not the place for that. I already should know that knowledge, it's an implied knowledge at this point. >> Well, it's not just an implied knowledge, but ITIL expert is based on experience. So you have to have implemented it, okay? >> So this is not way around it. >> Right, there's no way around this at all, you have to have implemented ITIL. This is not, it's not optional, it's not just based on theory. You cannot read all of the ITIL books and absorb all of the ITIL books and even have read the ITIL practitioner guidance and then think, well that's okay then. Now that I'm an ITIL expert, I can become an ITIL master. Because that's not how it works, it's based on theory. And it's based on evidence-based theory. So it's not based on theory, it's based on evidence. It's based on practical evidence. You have to have implemented ITIL. So, ITIL Practitioner is probably what most people are looking for. Most people are looking for something to help them and something that demonstrates that they know how to implement ITIL, and that's what ITIL Practitioner does. Now, personally, I like, I personally prefer individuals to complete ITIL Practitioner after they've completed what we call our intermediates, which are our life cycle modules and our capability modules. And you can complete, if you want to become an ITIL expert, you can complete either, well, either the life cycle modules, as you see on the left hand side or you can complete the capability modules. And the capability modules look more at a, now what I would call a practitioner with lower case p, at the practitioner side of implementing processes, but they're very much theory-based. Managing across the life cycle is a course, a class that looks at the entire life cycle but from a senior management, from a CIO perspective. But you see what we've done in all of these, in the intermediates, in the MALC as we like to call it, managing across the life cycle, in all of those tests and in all of those shows, what we've looked at is just the theory. We've looked at the theory of ITIL. And at no point in time and what we were finding was that we were getting were people that had achieved the ITIL expert certification and then after that they'd said, right okay. Well this is great. I've got all this knowledge and all this theory and I don't know how to implement it. And this is where ITIL Practitioner comes in cuz ITIL Practitioner says okay, let's work out a starting point then for you. Let's work out how you can adapt ITIL to suit your environment. And that's what ITIL Practitioner is for. Now, you don't have to take either all of the life cycle and all of the capability. You can mix and match, and, of course, for those of you that are considering ITIL master, you've already been through this process and you've already got yourself to a point where you have The prerequisite number of points to be able to achieve ITIL Expert. You will achieve ITIL Expert automatically on two conditions. That you have achieved your 22 credits, and that those 22 credits include managing across the life cycle. So you have achieve 17 credits before you get to qualify for managing across the life cycle. And then, you can take managing across the life cycle, and then, you can achieve ITIL Expert. Now you can be incredibly sad like me, and you do them all, but then- >> Woo-hoo. >> [LAUGH] I figured, well- >> What happened, Jo? You just couldn't choose which one was your favorite, or? >> I don't know, I didn't get a choice. [LAUGH] This is one of the problems when you've been involved in ITIL from the actual authors, where we wrote ITIL. Yeah, you don't get any choice in this. [LAUGH] So yeah, so all of them. [LAUGH] But then, it's up to you to pick and choose. You need to get to 17, and you have to have completed ITIL Foundation, and you have to have completed managing across the life cycle. And how you make up the 17, well, it's really 15 because two is from foundation. You've gotta make up another 15 before you can take managing across the life cycle. But you're ITIL expert tells you that you have achieved the theory. That you understand the ITIL theory. An ITIL practitioner teaches you how to apply that theory. ITIL Master then tests that you have applied that theory. So what is ITIL Master then? It actually says, right at the very top there, it is an assessment qualification. And it is, it's gonna take you about six to 24 months duration. It's a thesis style qualification, and I'll come more into that a little bit later. It is experienced based, though isn't a training course. There is a prerequisite, and the prerequisite is that you are an ITIL Expert, that's most definitely a prerequisite. And that you have to have had a minimum of five years in IT management or IT leadership, a minimum of five years. So you have to be an IT Master, so you have to be an IT manager. And you have to have demonstrated, and by the way, we need your resume or your CV. You have to have demonstrated that you have been in an IT management position for at least five years. We're also gonna ask for references, as well. Just a word of warning here. As it says here, and this in in quotes, this is directly from the ITIL Master guidelines. And it just simply says, to achieve ITIL Master, you've got to be able to explain and to justify how you have applied your knowledge, and your principles, and your methods. Your ITIL knowledge, and your principles, and your methods to achieve business outcomes. And it says in one or more practical assignments, trust me it's a lot more than one. And it's gonna be between ten and 20 different assignments that you're going to be asked to do, between ten and 20. We'll talk a little bit more about that. Probably, in our next episode, when we just get a little bit more into the meat of this. But it's a thesis style qualification, and you will be expected to compile assignments. I've already said between ten or 20 different assignments that you have to compile, that you have to submit in exactly the same way as if you were at university. You would have to submit and they would be assessed. They would be marked by two individual assessors. So there's no bias there, you can't claim that there's any sort of, you can't claim that this. >> They just didn't like me Jo, and that's why I didn't get my certification. >> Right. >> But having an additional individual will help even the playing field. >> There are two assessors, yes. >> Okay. >> It's very similar to how it used to be within ITIL version two. Your exams were always assessed by two examiners. In this case, then yes, you have two examiners or assessors that will assess each of your papers. So as I said, there's no claim of yeah, the examiner just didn't like me. And that's the reason why I didn't pass. Because, and it's not just that, you're gonna get an interview afterwards, as well. So we're gonna ask for references, we're going to interview you. We are going to assess your submissions. It's not a short process like we say, it says between six to 24 months. I have never known anybody that has completed it in less than 18 months, never. There's a lot of work to be done. And I have actually had people that I've coached through ITIL Master in the past, where they've come to me and said. Well, you know what, we implemented an ITIL based framework in our organization. So I've decided to write a book about it, and what I'm going to do is I'm gonna submit that book as my proposal for my ITIL Master. >> Okay. >> And I had to turn around to them and say, well, there's nothing wrong with you writing a book. But that book is not going to be sufficient for a submission for ITIL master. So what I'm saying to somebody that because it is not going to be sufficient for submissions to ITIL Master. It tells you the level of the depth of knowledge that's required, and the depth of knowledge that I will expect to see in these submissions. So, the mandatory stages, mandatory, these aren't any choice at all. Is that you have to register with an examination institute, like People Cert, for instance. We have a partnership with People Cert. You register and you apply. Then you prepare a proposal, and the proposal will talk of [INAUDIBLE] probably in our next episode, we're gonna talk through the application process etc. But you will prepare a proposal, and that proposal will state these are what assignments I'm going to do, this is what I'm going to submit. And then, the examining institute will write back to you and say, yes, that's okay, they're valid. Or they'll write back to you and say, you haven't demonstrated an even spread. You haven't demonstrated enough knowledge across the board within ITIL. You've concentrated mainly in service operation, for instance, or you've concentrated mainly at the implementation of service strategy. But you have no mention of continual service improvement of service strategy. So, the examining board, the examining institute will come back to you and say whether the proposal is good enough or not. And they will also check your references, they will check your resume. So they will check whether you do actually qualify to sit the ITIL Master certification right at the very start. That can take about three months, just that process in itself, depending on, you've gotta register with the examining institute. It depends on how long it takes you to come up with your proposal, to be honest. And then what you'll need to do is then you submit your work package, and that you'll have 14 months to do. Then your work package is assessed, and that could take another month or so. And then you are invited for an interview. At your interview, you will be tested on your experience. You'll be questioned on your resume and your CV. You'll be questioned in great detail on the work package itself. And that's gonna be around about an hour and a half to two hours of interview. You will get opportunity to ask questions, as well. It is just a regular interview, but nevertheless, you will be interviewed. And at that point in time That is when you finished your ITIL master and that's when they will make a decision to whether you can be awarded your ITIL master or not. So this is not, as I say, an insignificant amount of work that's got to be done here. Just in order to submit the work package, you've got to have registered with the examining is institute and paid the fee. Now obviously, I know that Cherokee is sort of hung up money here. >> I'm just frugal Jo. >> [LAUGH] I don't have an exact answer to that cuz that depends on any agreements and any contracts that you might have with the examining institute yourself. You've got to have completed your application in full. And that means you have to have submitted your resume or your CV. It means that you also have to submit evidence of references as well. So whatever is in your work proposal, your work package. You have to have evidence that you have actually completed them. So it's not enough to say, I implemented an incident management. I just knocked my microphone there, I hope everyone can hear me okay. [LAUGH] It's not enough for you to say that I have just completed and implemented an incident management based process. No, you can't do that. You've got to provide evidence of the incident management based process, the ITIL based process. You've also got to provide a reference to support the fact that yes indeed, it was in fact your work. And you've also got to provide evidence that you didn't just implement it, that obviously that it ran successfully. And you've got to provide evidence of how you implemented it and then how it was subjected to- >> Measured success. >> Continuous self improvement and measure success, etc. >> Okay. >> Yeah. So, all of that got to be submitted. And then, you received notification from the examining institute that your application has been accepted. That doesn't mean that they like your proposal at that point in time, what that means is, okay, yes your references have checked out okay, that your resume looks okay. And you do meet the minimum number of year within service management leadership in that type of role, okay? And then and it's only then that's when you submit your proposal and your proposal is very simply this is the work that I'm going to do it. So this is what I'm gonna give you is this okay. And then after you've done that, and that can take another month or so to go through because you gotta write this thing first. You've got to decide and we'll talk a little bit more about your proposal and your work package. But you have got to decide then exactly what's going to appear in your work package. And what the weighting is, etc. And we'll talk about weighting cuz different elements carry a higher weight, which is why it's between ten and 20 different assignments that you have to submit. And it's only after you receive confirmation from the examining institute. That you then start to work on your work package. There is no point in starting to work on your work package before then. Because they could simply turn around and saying, no that's no sufficient enough. >> You're not able to apply >> It's a bit like the person turning around to me and said, I want to write a book about how we implemented ITIL. And I turn around and say, yes but then that doesn't meet all of your criteria. And here's all of your criteria and here's all of the weighting and if you write a book and these are the chapters that you intend in your book, it's still not enough to qualify for ITIL master. So ITIL master is quite a chunk. So what we're going to do is, we're going to leave this particular episode right now. And when we come back in our next episode, I'm going to go into great detail about the actual proposal itself and the work package what you're expected to submit. >> All right, well, thank you for that intro Jo. And ladies and gentlemen stay tuned because we wanna go through that process and make sure we have everything we need to become an ITIL master. For the show to sign up, I've been your host Cherokee Boose. >> And I'm Jo Peacock. See you next time here on ITProTV. [MUSIC] >> Thank you for watching ITProTV.

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