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Those in charge of Information Technology Service Management (ITSM) often hold titles like Help Desk Manager and Service Delivery Manager (SDM). The role often requires owning service and being agile as they interface between other departments and the IT team.

One of our technical instructors talks a little bit about how certifications in Agile Service Management, ITIL & DevOps support SDM professionals in being value-focused, agile, resilient and collaborative.

What are agile service management, ITIL and DevOps certifications for?

The process of getting an ITSM certification ends with gaining credentials. But the steps of undergoing training and reviewing different frameworks support IT professionals in adapting to agile situations and bringing value to the organisations they engage with.

  • Agile Service Management helps IT professionals increase the customer value your processes create and to compete in a fast-paced disruptive world. A Certified Agile Service Manager (CASM) is the working equivalent of a development Scrum Master.

  • Does your company offer software and web development services? DevOps is the connective tissue between your IT team and the world of software development with a similar focus on people and culture. The AWS Certified DevOps Engineer – Professional credential helps organisations identify and develop talent with critical skills for implementing cloud initiatives. Meanwhile, the DevOps Foundation (DOFD)® certification provides a baseline understanding of key DevOps terminology to ensure everyone is talking the same language and highlights the benefits of DevOps to support organisational success.

  • The IT Infrastructure Library (ITIL®) is the most widely accepted approach to IT service management around the world. ITIL 4 Foundation is the entry-level certification, offering candidates a general awareness of the key elements, concepts and terminology used in ITIL 4 for modern IT-enabled service management.


Empowering people to succeed and to keep up with fast-paced environments

Itvinder Mankoo is one of our ITIL Trainers. She prides herself on motivating her students to get the best out of training sessions and to get through their exams.


Tell us about yourself and your background.

I started life as a Quantity Surveyor. However, economic conditions led me into the world of IT and eventually training. And I have been an MCT (Microsoft Certified Trainer) for 26 years. I am currently a process trainer. I also teach ITIL 4, DevOps DevSecOps and SRE and am about to expand into cyber security.

What's your favourite thing about running ITSM / ITIL & DevOps Training?

I love that I empower people to pass their exams and take what they learn from me into their environments. I also love that I always learn something new from my students every single time I teach any of these courses.

Outside of DDLS, what are you passionate about?

I love reading and keeping fit and practice Pilates every day.

Why do people need to learn about ITSM / ITIL & DevOps?

As the world is digitally transforming, these courses are leading them in that direction. As they need to be value focused, agile, resilient, and most importantly, collaborative.

What types of students are your courses and training suited for?

The courses I teach are suited to people who work specifically in IT Service management; however, these courses would also be useful for anyone interested in understanding the need to transform, collaborate and be resilient.

Of all the ITSM courses offered by DDLS, which one would you say is necessary for people to take? Why?

I would have to say ITIL 4, as this is the one course that can help the other frames be integrated into environments. It has a written framework with manuals. Most of the others are a CBOK (Collective Body of Knowledge).

How to be Agile Service Management, DevOps or ITIL certified

Foundational and introductory courses are available for new entrants. They can provide your first steps towards growing your skills and your ITSM career. They can also provide a better understanding of how to better collaborate with your service management team.

But for those with a background in technical support or software development, previous experience can provide context on how to apply the different frameworks in strategy, implementation and iteration. From there, it’s a matter of completing training and exams.

DDLS is a leading provider of corporate IT training with campuses across Australia, New Zealand and the Philippines. We offer a wide range of Agile Service Management, DevOps and ITIL certifications across varying needs and skill levels.

You can find out more about ITSM and related certifications by accessing our eBook. You can also reach out to our team to enquire about courses that support the upskilling and career development of Help Desk Managers, SDMs or other IT professionals.



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