Welcome to ITIL® Service Desk Career Blog

Written by G Cole, MS, ITIL Expert

Service Desk Analyst Salary Info
Service Desk Analyst Jobs

ITIL® on the Internet
ITIL® Official Site
ITIL® on Wikipedia

Best Management Practice

An Introductory Overview of ITIL® V3 pdf


ITIL v3 Foundation Certification and My Career…

Written by G Cole, MS, ITIL Expert

I cannot speak for everyone who has taken the plunge and become ITIL v3 Foundation certified, but I can speak for myself.  And, with my experience, I have learned first-hand, there is simply no replacement for the level of understanding you can quickly achieve with this knowledge, especially if you are process-oriented.

ITIL lifecycleIf you are serious about your career, obtaining this certification is the best way to indicate it.  So many people complain they don’t have the time to study.  I was able to train at home with an online course, after I was hired as a Senior Service Desk Analyst with the North America Service Desk for American Express — as part of a new hire project bringing their Service Desk back to the U.S.  I had a background in IT but not working directly in ITSM (IT Service Management) and I wanted to move my career into this direction.

Becoming serious about a career in ITSM and getting ITIL v3 Foundation certified was a great experience.  Even today, I attribute the 93% score I received on my Foundation exam to the incredible, hands-on experience I was fortunate to have via American Express and IBM.  I was hired as a contractor to IBM, outsourced to American Express.  It wasn’t an ideal work situation, but I had my eye on the prize, so to speak.  I was willing to start at an entry-level and grow my career.

As I am fond of saying, it is the people who use ITIL best practices that make it work.  And, I was inspired by those around me while at IBM… like teammate, Nathan Gorski, who landed a direct contracting position with IBM as Service Desk Trainer and SME.  Nathan demonstrated his understanding of Incident, Problem, and Request Management processes by his daily dedication to helping others quickly grasp these processes… and that’s why he landed this top position with the new American Express Service Desk.  Having a teammate like Nathan with a daily positive attitude and commitment to excellence, inspired me and the 98 other Service Desk Analysts.  We were all driven to higher performance based on his example.  So, I have learned in my ITSM career, being surrounded by genuine camaraderie and others committed to excellence is such a great benefit.  For me, it provided additional fuel to pursue my goals.

Having such a great ‘incubation’ environment, my career grew quickly from Senior Service Desk Analyst with two of the world’s leading service organizations, IBM and American Express, to working for the world’s most recognized icon of customer service, The Walt Disney Company, as an Availability Analyst.  Today, two years later, I am an ITIL Expert and I work as a Problem Manager with another financial industry leader, and I couldn’t be happier.   It’s a challenging and rewarding role with excellent benefits and career potential.  I work alongside intelligent, gifted individuals who thoroughly enjoy their jobs.  And, I am helping to shape processes and improve services around the globe for my employer.  I see myself right where I need to be for many years to come.

If you are considering a career in ITSM, an entry-level Service Desk Analyst position is one of the best places to start.  Having your ITIL v3 Foundation certification is a must if you want to develop an exciting career.  The demand is high for experienced, qualified individuals.  In doing so, remember your efforts are driven by service to people and that’s what matters — services are delivered to users — you are part of a team with teammates of varying skills and talents.  Draw support from one another and learn from one another — deliver your very best in service quality everyday, and you will be successful.

One thought on “Welcome!

  1. Pingback: ITIL v3 Foundation Certification and My Career… | ITIL Service Desk

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s