DETERMINE THE EXTENT OF EFFECTIVENESS OF ITIL® TRAINING AND CERTIFICATIONS

Abstract

The practice of outsourcing IT services has grown in popularity a lot of attention from IS scholars in the last 20 years. The findings from the quantitative design form the basis of the study. Each responder was hand-picked from one of three areas within the investigated IT organization: the Americas, Europe, and Asia Pacific. For statistical analysis, only 125 Postgraduate (PG) students, or 61 from the private sector, have submitted their replies. The results showed that optimizing IT service delivery is greatly helped by top-down support, technological push, open lines of communication, thorough training, and contextualized learning. Furthermore, optimization of IT service delivery was unaffected by any independent variable when combined with employee engagement, with the exception of technological push. Management, communication, training, and situational learning all have a role in optimizing IT service delivery, but employee engagement acts as a moderator in this connection. When adopting ITIL best practices for IT service delivery, these elements are vital for any IT Organisation that wants to stay competitive in the market.