Observe Directly- AN ITIL Guiding Principle

Case study by Haitham Hamza

2016-11-30

I started investigating the ITIL framework in 2007 when I first joined as a consultant in the Software Engineering Competence Centre (SECC), which is part of the Information Technology Industry
Development Agency (ITIDA). ITIDA is a governmental entity that operates under the Ministry of Communication and Information Technology (MCIT) of Egypt. I was responsible for studying the
framework and proposing an approach for promoting the framework in the IT industry in Egypt.
In 2009, I started the certification journey by completing ITIL Foundation, ITIL Capability modules, and the MALC certificates. In 2010, I received the ITIL Expert certification. I also developed the ITIL Foundation training material that was accredited by APMG. As an accredited APMG Trainer for ITIL, I delivered the ITIL Foundation training for more than 300 individuals from companies and universities. I have also delivered consultation services for ITIL adoption in more than six large organizations in various IT sectors including education, health, and telecommunication.


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