The Compensation Benefit of ITIL® Skills and Certifications

The Compensation Benefit of ITIL® Skills and Certifications

Stuart Diaz Galup (Florida Atlantic University, Davie, FL, USA), Ronald Dattero (Missouri State University, Springfield, MO, USA) and Jing Quan (Department of Information and Decision Sciences, Perdue School of Business, Salisbury University, Salisbury, MD, USA)
DOI: 10.4018/978-1-7998-5345-9.ch060
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Abstract

Information Technology Service Management (ITSM) is a quality management approach for managing IT services that meet business needs. The most broadly accepted ITSM framework is ITIL® (Mann, 2012) and its adoption by organizations across the globe has grown over the past decade. A study conducted by Forrester and itSMF (2013) found that IT service providers that employ ITIL® enjoy better service quality and higher operational productivity as well as cost savings. Therefore, IT professionals with ITIL® knowledge and skills are likely valuable to organizations and earn a higher wage than their peers. This paper investigates whether or not there are salary benefits for IT professionals that possess ITIL® knowledge and skill and what are the estimated benefits, if any. Using a human capital model and employing data from an on-line survey of a large set of IT professionals (16,632 responses) conducted at the end of 2013 this benefit is confirmed and quantified.
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Overview Of Itil

Originally, ITIL® was an acronym for the Information Technology Infrastructure Library but now it is just a copyrighted name not an acronym (http://en.wikipedia.org/wiki/ITIL). ITIL® provides guidance to IT service providers on the provision of quality IT services, and on the processes, functions, and other capabilities needed to support those (Cannon, 2011, p.3). A service is defined to be “a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks” (Cannon, 2011, p. 451). From the customer’s perspective, service value is a combination of two components: service utility -- what the customer gets in terms of outcomes supported and/or constraints removed; and service warranty -- how the service is delivered and its fitness for use, in terms of availability, capacity, continuity and security (Cartlidge, et al., 2012).

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