Devoteam elevates IT service management capabilities with ITIL 5 Master certification
The Strategy & Transformation team of Devoteam in the Middle East has achieved a notable milestone, becoming among the first groups worldwide to attain the ITIL 5 Master certification.
ITIL, which stands for Information Technology Infrastructure Library, is a globally recognized framework for IT service management (ITSM) – essentially, a set of best practices for how organizations design, deliver, manage, and continually improve IT services.
For example, ITIL covers things such as IT incident management, dealing with service requests, continuous improvement, and IT service optimization. Given its core importance to IT operations, ITIL is widely used by large enterprises and government organizations, particularly where IT operations are complex.
ITIL 5 Master is the highest designation within the ITIL 5 qualification scheme. To attain this certification, candidates have to demonstrate that they can apply ITIL principles, practices and methods in real-world situations and show their ability to lead and improve IT-enabled products and services. According to experts, the Level 5 Master certification is “extremely difficult and uncommon” to obtain.
For Devoteam, landing the certification positions the consulting firm as a leader in IT service management in the Middle East. The firm has over 500 consultants and staff, serving clients from offices in Saudi Arabia, the United Arab Emirates, Jordan, and Turkey.
“This achievement sets a new benchmark for IT service management in the region and reflects our continued investment in world-class expertise.”
“As businesses accelerate their digital ambitions, the ability to connect technology, operations, and business priorities has never been more critical. By achieving the highest distinction within the ITIL framework, Devoteam strengthens its position as a trusted partner for organizations in the Middle East seeking to enhance service excellence, improve operational performance, and unlock better value from their technology investments.”
Reflections from leaders
Ahmad Salama, Competency Director: “For more than two decades, ITIL has shaped how I help organizations transform services, improve customer outcomes, and realize business value from technology. Achieving ITIL 5 Master is a milestone, but the real achievement is the impact delivered to clients along the journey.”
Islam El Zayat, Principal: “This achievement reflects over a decade of continuous learning, practical experience, and an unwavering commitment to helping organizations transform, innovate, and deliver lasting value.”
Fatma Abudaqqa, Consulting Manager: “ITIL thinking drives every framework I build and every client I advise. Achieving ITIL 5 Master isn’t about the title; it’s about continuous growth and delivering maximum value to every future project.”
Mohammad Shbeita, Consulting Manager: “From my first ITIL certification in 2012 to becoming one of the pioneers of ITIL 5 Master, this achievement reflects over a decade of commitment to service excellence and transformation.”
