The ITIL framework was presented to me on my first job experience, and since there I concentrated all my career within the Service Management area, so from the beginning all started using the concepts, resources and templates, so I never stopped to be involved for the last decades. I also like to work with ITIL as it is easy to find information, it is well known and provides flexibility for all sizes of business.

My professional background is in Industrial Engineering, so I specialize in process management and continuous improvement. In 2016, I started my professional career in positions related to ITSM, and from the beginning, I understood that my knowledge in process management and continuous improvement was very useful to complement it with ITIL and thus specialize in positions related to management, documentation, evaluation, and identification of improvements in IT services.

ITIL has been ingrained in all I’ve done and was the cornerstone of what I have practiced when I was with Hewlett-Packard in the first full IT outsourcing for the Singapore Government and made it the documentation reference site even before I learnt about ITIL.

I work with ITIL because it is “common sense documented”. I find the framework, at least in the ITIL 4 iteration, to fit not only IT, but most domains, and it’s been tested and proven, during my career in IT, to be one of the greatest (and most encompassing) ones out there.

Working with ITIL is great to create a huge value for IT-organizations. Due to the years of experiences and development, ITIL is absolutely customizable and perfect to implement. The roles and processes are creating a great overview about the activities and responsibilities in an organization.