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Have you or anyone from your organization invested in an ITIL certification for your staff?  I'd be curious to hear any experiences in terms of value to the organization, as well as recommendations for getting started.  Feel free to respond to the thread or to me directly (


Scott Emery
Director, Technology Support Services
Information Services
Oregon State University
Phone: 541-737-2880

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Message from

Hi Scott,


                We invested in sending and certifying key IT staff in ITIL version 3 foundation certification. We believed that we wanted to incorporate more ITIL best or at least good practice recommendations into our processes. We thought we would then send a smaller subset of the key IT staff for further certification in the near future, depending upon their roles and responsibilities, as a phase two process. We are not quite to phase two at this point in time. We have seen value from a process improvement standpoint around some of our key helpdesk processes. We have implemented a change advisory board (CAB) and a knowledge manager function with some good success. Additionally, it has been helpful for us to have a common understanding of a shared vocabulary  with regard to ITIL. So that we can walk the walk and also talk the talk. If you have any questions, please contact me directly and good luck.



Assistant Vice President, IT Business Relationships

Facilities and Technology Services Division

University of La Verne

Office: x4124

Direct: 909-448-4124


I am not ‘key’ IT staff but did ITIL certification on my own. I bought a paperback book which came with a free online course for ITIL v4 Foundation from I’m sure someday I will be ‘key’ IT staff where I can actually help with ITSM process improvements. No organization I’ve ever worked for invested in getting me certified. I invest in myself and have more certifications than I can put behind my name; those listed in my signature are those most related to my current position.



Dieter Van Acker, SSCP, MCTS, ITILv4F
IT Support Analyst

Desktop Support Tier 1, 2, and 3
Workgroup & Network Consulting (WNC)

University Information Technology Services (UITS)
PO Box 210073 | Tucson, AZ | 85721-0073
Phone: 520-621-8396
WNC Hotline: 520-621-3638
Email: dieter(at)email(dot)arizona(dot)edu


Sent from my iPhone

I would echo what Todd relates in terms of benefits, especially allowing the community to have a common understanding. At Emory, we have invested significantly in ITIL training. All 275 staff of University Technology Services are ITIL v3 certified. We offer ITIL Foundation and Intermediate classes to the community as a whole at a subsidized rate – and the classes are always full.


We now have 24 departments/units across campus that have signed an on-boarding agreement to participate, primarily in Incident Management, but we’ve seen some units take advantage of Change Management and Knowledge Management as well.


We would not have been so successful without the training programs.





John Ellis, PhD

Director, Integration & IT Service Management

University Technology Services

Emory University

Directory Information



I think John at Emery wins!


A few of us here are Foundations certified.  Me, my direct reports, a handful of others in other parts of central IT. 


I oversee ITIL-influenced Incident, Change and Knowledge Management, and we’re working on a Problem Management process.  There’s also been a long standing effort to build a CMDB, but that has moved very slowly.






Chip Denman

Director, Client Support

Division of Information Technology

University of Maryland



Go Emery!  It sounds like you have consistent senior-level support for ITIL training, which is key to your success.


Here at UNM’s central IT unit, we have sent over 80 staff to ITIL training, with 5 of us taking advanced classes as well.  We require all employees over a certain grade level to have taken the Foundations course, to make sure that people leading the organization have a common picture of good practice, or at least a common framework for talking about it.  It has been very important in getting alignment and support for improving our practices.  I can only imagine how many “religious wars” it has prevented, either because people came from different technical backgrounds or because they didn’t understand each other’s uses of terms.


About 60 of that group participated in our initial v2 training in 2007.  Because we were training so many at once, we sent about half to a one-day overview class instead of the full certification class.  I’m not sure I’d recommend that, because only 8 or 9 of those have followed up to take the full class, but it was what we could afford at the time.


We initially contracted with a training organization directly, but have now arranged for those classes to be taught as public offerings via our Continuing Education division.  That helps ensure full classes, and allows staff to use their tuition waiver benefits if they choose. - David


David McGuire, MBA

Assoc Director, IT Project & Service Mgmt

Information Technologies

University of New Mexico



Message from

Sorry to join in a little late.  I was teaching ITIL classes J.


I was able to convince the University of Miami to send me through an instructor certification process that includes becoming an ITIL Expert.   This was done because we ran an Institute out of the IT department that was doing external training for the local community mostly.  With the tuition earned from the external students, we were able to cover the cost of books and exams for internal students (UM employees).  I did all the training and it included Foundation and all the intermediate classes.  Using that model, we trained around 100 of our IT staff to varying levels of ITIL certification.


Life was good, but the decision was made to shut down the institute about a year and a half ago.  Since then we have made the move to ServiceNow and we have fully adopted Incident Management and now we are working on Problem, Change, Config and Request with multiple teams made up of different people.  I serve as a sort of ITIL consultant for these project teams.


We don’t have a budget for certification any longer, so I have designed a series of half day courses to cover foundational concepts as well as the basics for the processes we are working on.  I have now trained over 500 UMIT staff to at least some degree of ITIL proficiency.



Doug Tyre

IT Service Management Professional

Ph: 305-284-5971   ■






Thanks for all the great feedback!  John and David, kudos on your success in certifying your teams, that's quite impressive.

Andrzej, I'll be at Educause next week and would appreciate meeting up.  I'm free right after the ITIL CG meeting on Thursday.  Would you have time then?  Anyone else who's interested in discussing ITIL certs would certainly be welcome to join.


Scott Emery
Director, Technology Support Services
Information Services
Oregon State University
Phone: 541-737-2880

Hello Scott,


Thank you very much for your message.

This is perfect idea. Yes, I am available for the meeting after the ITIL CG meeting on Thursday.


All the best and see you next week,


Andrzej Gadomski, MSc, ITIL Expert

Senior Specialist, ITSM

McMaster University

Hamilton, Ontario, Canada



Greetings …. I am looking forward to the conference and hope to make the ITIL CG session and would like to talk to those who went through the process of getting their campus on-board with service management.   In a previous life I was a ITSM consultant (ITIL V2) in the private sector but higher ed is a tougher nut to crack.  I look forward to gathering advice and learning from everyone who has made that successful journey.


Safe travels…..




Anthony J. Santucci, IT Project Manager

Office of the CIO

Information Technology Services

Appalachian State University, Boone, NC