Can you introduce yourself by giving us a brief summary of your work experience?
As a civil transport engineer since 1997, I have worked over the years as a freelance professional, training and consultancy for private individuals and public bodies, until becoming interested in ICT issues and collaborating on projects for the PA in the areas of Project and Service Management.
What is your current position?
Since 2008 I have been working for Sardegna IT srl, an ‘in house’ company of the Autonomous Region of Sardinia, which supports the implementation and management of the Regional Information System.
At Sardegna IT I initially took on the role of Project Manager for the management of important ICT projects, acquiring excellent experience in the field and level certifications such as PMP, PRINCE2 Practitioner and AgilePM.
Since 2017, I have been working in the company as Service Manager in charge of the company’s Organisational Unit dealing with specialist technical support and application monitoring.
How did you learn about the ITIL framework?
As a Service Manager at Sardegna IT I had the opportunity to get to know the ITIL framework, following in-depth methodological studies aimed at identifying a Service Management framework to be adopted within the corporate organisational unit I coordinated.
Why did you decide to take a training course and obtain an ITIL certification?
Following the choice of the ITIL framework, it was natural to train colleagues in this area and, as ITIL also teaches, it seemed the most sensible choice to acquire the basics of the framework with an ITIL Foundation training myself.
At a corporate level, I simultaneously chose to set myself the challenging goal of embedding ITIL in the company’s modus and using it as a flywheel to improve Sardegna IT’s own Service Management procedures and processes by means of continuous improvement. The aim was to lead Sardegna IT to the acquisition of the ISO/IEC 20000 corporate certification in Service Management.
This naturally led me to start the individual ITIL Mastercertification process, in order to acquire the necessary know-how for governing this important corporate change process.
What was your path to ITIL Master level?
I started with modules, such as ‘Create, Deliver and Support’ and ‘Drive Stakeholder Value’, until I obtained the ‘ITIL Managing Professional’ Degree.
I then moved on to the strategy modules, leading to the ‘ITIL Strategic Leader’ Certificate.
Finally, I obtained the ‘ITIL Practice Manager’ Qualification, opting to acquire the 5 modules of the ‘Monitor, Support and Fulfil’ group, as ITIL practices are more compatible with the day-to-day activities carried out by my business unit.
How long did you study before taking the various ITIL exams? What was the most difficult part of preparing to reach ITIL Master level?
An indicative average can be 1.5 – 2 months for each module.
The modules in the ‘Monitor, Support and Fulfil’ group are simpler and therefore require a much shorter study period for each.
The most difficult part was the ‘Digital and IT Strategy’ module, even though it was the most compelling and engaging.
What impact has this certification had on your daily work as a Project Manager?
Acquiring know-how on the ITIL framework, although inherent to Service Management, has significantly increased my Project Management skills, enabling me to approach each relationship, activity and project challenge in a holistic and empathetic way.
What advice can you give to professionals wishing to reach ITIL Master level?
Have patience, dedication and enthusiasm!
ITIL is a simple and engaging framework, but also a complex one in terms of articulation and vastness of topics and contents; therefore I suggest taking the right time to study, not getting discouraged by the length of the course, and trying to apply the method right from the start to your own work activities. If you do it like this while you are still studying ITIL, you will also find a greater motivation in the continuation of the study course.
What three concepts would you like to learn in the near future to grow as a professional?
First of all, I would like to increase my ‘service empathy’ more and more, in all working relationships undertaken during daily activities, both in service and project management.
I would also like to learn more and more how to work with a holistic, open, flexible and integrated approach.
Finally, I would like to deepen my knowledge of Agile methodologies to be applied to Service and Project Management.
Would you like to know more about the different ITIL Practices? Visit our dedicated ITIL Practice Manager page.
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