Service Management Jobs – Expert Level

In the prior three posts to this blog I described an approach to interviewing as well as the types of questions that might be asked of job seekers pursuing jobs that require ITIL Foundation-level knowledge and ITIL Intermediate-level knowledge. This post will do the same thing but for jobs that require ITIL Expert-level knowledge.

At the expert level of ITIL certification is where deep knowledge about the full ITIL lifecycle and all processes, activities, and functions exists. In other words, someone who holds the ITIL Expert credential should be able to clearly discuss any aspect of ITIL, and should be able to do it in a way that they understand when and when to not apply specific aspects of ITIL.

When I deliver the Managing Across the Lifecycle class I always communicate to students that once they earn the ITIL Expert credential, and put it on their resume, that they need to be ready to demonstrate that they deserve the credential. In other words, the ITIL Expert credential can definitely open doors in the form of job opportunities; it’s the responsibility of the person holding the credential to demonstrate through their knowledge and their experience that they have what it takes to perform at the expert level.

An interview for a job requiring ITIL Expert-level knowledge should be a very tough interview that assesses the candidate’s ability to deal with extremely complex and highly ambiguous situations.

Expert Level – What Types of Jobs

As I mentioned in other posts in this series there simply aren’t strict rules around which jobs require which credentials. However, it’s reasonable to expect that a job requiring ITIL Expert-level knowledge would tend to be higher-level roles in an organization.

The following broad categories of jobs might require ITIL Intermediate-level knowledge:

  • Service desk directors
  • Business relationship managers
  • Business analysts
  • Process design consultants
  • Service management consultants
  • Organizational change agents and champions
  • Project and program managers
  • Organizational leadership roles
  • Quality and continual service improvement-focused roles

The reasons these categories of jobs might want applicants with ITIL Expert-level knowledge is because they want candidate that demonstrate leadership and can deal with highly-complex and ambiguous situations.

Related Courses
ITIL Service Lifecycle: Service Design
ITIL Service Lifecycle: Service Strategy
ITIL: Managing Across the Lifecycle

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