Like many other ITIL instructors, I spend a fair amount of my time teaching certification classes. That said, keep in mind that for ITIL implementations to work, it requires the right combination of people, process, and technology. Can your teams effectively leverage your tools and processes to support a workflow that delivers sustained, aligned services? Most of the skills gaps I see are around bridging process silos…making sure inputs, outputs, and triggers are understood, managed, and automated where possible to facilitate incident and problem identification and diagnosis, coordinate transition activities, or align customer service requirements to achievable performance targets.
