The perceptions of employees and employers on the effectiveness of ITIL training and certifications

Abstract

This study optimizes ITIL in IT service delivery for a multinational IT Organisation that has implemented ITIL best practices as its worldwide IT service management standard. 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.