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From managing hybrid work setups, updating hardware inventories and monitoring software subscriptions, the day-to-day life of an IT department is built on processes collectively known as Information Technology Service Management or ITSM. Two of our learners talked about their experiences of joining our ITSM Courses and how it impacted their work.


What are the best ITSM certifications?


And why should you aim to achieve that? Sitting a course and obtaining an ITSM certification ensures that IT professionals have the skills necessary to provide business value. These skills include listening to feedback, iterating products and processes, finding the best-fit solutions based on the organisation’s infrastructure and automating tasks and processes.


ITIL is a popular framework because of its vendor neutrality. Its 4 certification levels cover best practices that can be applied to different systems. These levels are:

  • Foundation

  • ITIL 4 Managing Professional

  • ITIL 4 Strategic Leader

  • Master


On the other hand, DevOps is focused on bridging the gap between development and operations. The core principles of this framework are open communication, collaboration and shared goals. Certifications for DevOps include:

  • DevOps Foundation

  • DevOps Leader

  • DevOps Engineering Foundation

  • DevSecOps Foundation

  • DevSecOps Practitioner

  • Continuous Delivery Ecosystem Foundation

  • Continuous Testing Foundation

  • Site Reliability Engineering Foundation

  • Site Reliability Engineering Practitioner

  • Certified Agile Service Manager

Other professional associations that issue ITSM certifications are (ISC)² and HDI. (ISC)² is the world’s leading cyber security and IT security professional organisation. It offers the Certified Secure Software Lifecycle Professional (CSSLP®) certification that covers core knowledge on incorporating security practices into each phase of the software development lifecycle (SDLC). HDI certifications are delivered in collaboration with the Help Desk Association Australasia (HDAA), an independent association specialising in the Service and Support Industry.

IT professionals who work on vendor-specific systems can also work on achieving ITSM certifications from technology companies like AWS, Cisco, Micro Focus, Microsoft Azure and Red Hat.

ITSM certification stories from DDLS students

George Masvaure works for an Energy company based in Brisbane, Queensland. He sat for ITIL training and was gracious enough to talk a little bit about his experiences.


Jaspreet Bhatti is the IT Service Improvement Manager for an Office Retail company based in Macquarie Park, NSW also shares what it was like for him to attend ITSM training for DevOps Foundation. The course provides an introduction to the DevOps cultural and professional movement designed to improve the flow of work between software developers and IT operations professionals.


Tell us a little bit about your current role.

George: I currently work as a Portfolio Manager responsible for planning and delivering ICT projects for my organisation.

Jaspreet: My current role is IT Service Improvement Manager and I look after continual improvement of the IT Service Management.

How did you come up with the idea of getting ITIL training?

George: 90% of the projects we execute deliver business capabilities (change), so I found it necessary to enrol for ITIL so I could get a rounded view of value delivery and service management.

Jaspreet: After moving into my current role, I realised that I am not fully equipped to deal with my day-to-day work. I was missing the key concepts and understanding of best practices and ITIL training was the natural choice to fill the knowledge gap.

What was your training experience like?

George: I really enjoyed the training and Lauren kept our group really engaged with a lot of group activities, which helped us to learn from each other’s experiences.

Jaspreet: The training experience was really good; facilitator was very experienced and motivational. There was a diverse group of candidates from all walks of life which helped us to get a different perspective and broaden our ideas.

Any key takeaways from the training that stuck with you even today?


George: I enjoyed the session on guiding principles the most as these have a universal application regardless of organisation or situation.

Jaspreet: One of the 7 guiding principles which is, “Start Where You Are.” You don’t have to be in a certain position to start your journey.

How has the training impacted your work?

George: I now have a fresh perspective of value creation and the service value system.

Jaspreet: I have gained more confidence and better understanding of how to bring more value for end users. I am able to embed continual improvement in most of the everyday process and now have a clear path towards my goal.


Providing business value with ITSM certifications

Beyond providing technology solutions, IT professionals can add business value when they learn about and apply ITSM practices to support organisations. They can help increase efficiency, achieve predictability and reduce risk and disruption for their IT support.


DDLS is a leading provider of corporate IT training with campuses across Australia, New Zealand and the Philippines. We offer a wide range of ITIL certifications across varying needs and skill levels. These include ITIL Master Certification and ITIL Managing Professional (ITIL MP) Transition Module.

You can deep-dive into ITIL as the world’s leading ITSM framework by accessing our eBook. You can also reach out to our team to enquire about an ITSM course.



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