ITIL certification: where is the proof?

In a previous post on the topic of ITIL certification of ITSM products, I shared my perspective on the relevance of having ITIL-certified toolsets. Today I want to look beyond simple certification; I want to look at quality.

 

When you look at the PinkVERIFY site, you can see there are quite a large number of ITSM vendors that have achieved some level of ITIL certification. These vendors have certification on several processes; some have more than others (and, regrettably, some more than HP).

 

While this certification brings some proof points on the capability of the tool, there are two things the PinkVERIFY certification does not necessarily guarantee:

-          The fact that everything in the tool (in particular the documentation) supports and sustains the certified processes, not just that it’s possible.

-          The fact that customers actually use the product in production to run those processes

This is the reason why there is another aspect of certification to consider—the official ITIL accreditation with various levels (creatively called Bronze, Silver and Gold):

-          Bronze addresses the first issue raised above, i.e.the fact that the official product documentation supports the ITIL processes. In itself, this is already a great value.

-          Silver addresses the two issues raised above, but is a bit light on the proof points of actual customer usage

-          Gold addresses the two issues raised above and requires strong proof points of at least three customers using the certified processes in actual production.

 

My recommendation is to not just look at the tools that are certified, but look at the ones who have actual customers using them. This is where you will see a huge difference— there are very few products that are actually ITIL Gold endorsed (by the way, the terminology difference is important: PinkVERIFY is a certification, ITIL Gold is an endorsement).

 

Not surprisingly, because of the needs to show three living proofs of production implementation, and to prove that by process, and because of the effort to validate this, having an ITIL Gold endorsed product becomes a much better proof of quality of a product compared to a simple PinkVERIFY certification.

 

I am happy to report that HP Service Manager 9.3 has just been endorsed on ITIL Gold for 11 processes, as announced in this press release. This is twice as many as the next major vendor, confirming HP as a clear ITSM leader.  You can view the results here on the ITIL official site.

 

As a product manager, I am very pleased by the news. This is also the confirmation that the complete HP ITSM ecosystem, from product to professional services, is geared towards moving our customers along the ITSM maturity chain to get better business outcomes.

 

Feel free to let me know what you think of this news in the comments section below. 

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About the Author
Jacques Conand is the Director of ITSM Product Line, having responsibility for the product roadmap of several products such as HP Service Ma...


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