On the 4th of December 2025 at 15:00 GMT, leading service management experts showcased the real-world benefits of achieving higher-level ITIL certifications to passionate professionals from around the globe.
Watch the recording to discover how these industry-recognized credentials can help you qualify for senior positions, boost your earning potential, and drive meaningful change.
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Check out the recording!
Enjoy an overview of our higher-level modules
Take a closer look at the ITIL Certification Path
Learn how our designations help you apply ITIL principles across various roles
Listen to inspiring true stories from ITIL-certified experts
Gain insight into how to plan your next career steps
Chris Ward is the Director of Training at PassionIT Group. He is dedicated to helping clients maximize their capabilities through effective training and knowledge sharing. With a strong ability to communicate the power of technology and its appropriate use, he specializes in delivering impactful training programs tailored to diverse organizational needs. Chris’ expertise spans end-user applications, service desk consulting, training methodologies, and ITIL and project management training. Additionally, he has extensive experience in risk management and information systems auditing, equipping professionals with the skills to navigate today’s evolving IT landscape. Chris holds multiple industry-recognized certifications, including PMP, CRISC, CISA, ITIL 4 Master, PMI-ACP, PRINCE2 Practitioner, COBIT 2019, MCSE, and DevOps, and has a demonstrated commitment to excellence in IT service management, governance, and project delivery.
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Speaker
Ramy Shehata is a goal-oriented ITSM Process Owner and ServiceNow Process Mining Product Owner with deep expertise in incident, problem, and service request management. An ITIL 4 certified professional and ITIL Ambassador, he is known for designing customer-centric ITSM processes that align IT strategy with business goals. As a member of the Process Mining Product Advisory Council (PAC), Ramy brings a strong focus on process optimization, automation, and continuous improvement. He is skilled in ServiceNow, Agile methodologies, and stakeholder collaboration and aims to drive service excellence and process maturity.
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Speaker
Paulo Tourinho is an accomplished IT Service Management professional specializing in IT service relationship management, customer satisfaction, and IT process accountability. With extensive experience leading service delivery, service desk, and network operations center teams, Paulo has worked with major global organizations, tailoring services to align with best market practices. He is an ITIL Expert, ISO 20000 Associate, and VeriSM-certified, and has also contributed as a reviewer for the upcoming ITIL Service Request Practice Guide. Fluent in English and proficient in French, Paulo is passionate about building internal ITIL training programs that drive cost savings and certify professionals to support organizational success.
