Jayne Explains

2011 in Review

2011-12-12T10:55:00.000-08:00

Can you believe that we are nearing the end of 2011? I certainly can’t – it is unfathomable that 12 months have passed since my last year-end review. But here we are again looking back on the year past and facing forward to 2012.

For service management, 2011 was a milestone year with the release of the updated ITIL publications. No longer being referred to by version number, ITIL 2011 demonstrated the value of continual service improvement by normalizing the structure of all the processes and clarifying key areas such as Service Strategy. Part 1 of ISO/IEC 20000 was also updated in 2011.

Other significant observations in 2011:

Many organizations have implemented the core processes (Change,Incident) and are now maturing into Service Strategy, Service Design and Continual Service Improvement
Service Strategy 2011 is infinitely more accessible and reflective of the real world
There are a lot of questions about managing cloud services
More organizations are developing (or have developed) service portfolios and catalogs
Executive sponsorship can still be elusive despite the proof that strong service management leadership is a critical success factor in high performing organizations
We are still struggling with the design of meaningful service management metrics
More organizations are developing process templates to ensure integration and consistency

My predictions for 2012 trends

ITIL 2011 will be fully integrated in January when all exams except for MALC will be based entirely on the updated guidance. MALC will follow in May.
ISO/IEC 20000 education will be in higher demand as ISO/IEC 20000 certification becomes more of a competitive advantage for many providers
ITIL and other service management frameworks will gain even greater importance as more organizations move to cloud environments (think about Supplier Management and the warranty processes).
The definition of a “service” will become clearer, paving the way for service portfolios and catalogs
There will be a solid case for formal leadership skills development and education
Service Strategy, Service Design and Continual service improvement will surpass Service Operation and Service Transition as key focus and learning areas

Reflections on Fusion 2011

2011-10-07T10:12:00.000-07:00

While the itSMF/HDI Fusion 2011 conference has come and gone, I thought I would share my perceptions on the state of service management in North America.

There were lots of questions about the updates in ITIL 2011, although I did not find it to be the predominant theme of the week. Leadership, organizational change management, service catalogs/ portfolios, business relationship management and metrics seemed to generate the most interest and buzz.

For the past seven years, presentations about operational processes such Incident, Change, Problem and Config were center stage. And while those processes are still critical and addressed, it is gratifying to see a bit of a paradigm shift;to more emphasis on leadership, people and relationships. Everything else is just theory.

Here are some of the underpinning messages from Fusion 2011

Leadership is vital to service management success
Everyone can be a leader and change agent
People execute process – not tools or flowcharts
We work with Human Beings, not Human Doings (Deborah Monroe)
Attitude, Behavior and Culture (ABC) is the number one success or failure factor (Paul Wilkinson)
Don’t hinder creativity. If you want to grow your business, grow your people (Erik Wahl)
Be an opportunity manager, not a crisis manager (Daniel Burrus)
GGood governance is better than good technology (Glenn Leclair)

Ironically, these same messages are at the core of the ITIL 2011 update. The “new” processes are very people and relationship focused: strategy management, design coordination, transition planning and business relationship management. The Service Catalog takes on a more prominent role as the “glue” that holds the service lifecycle and business relationship together. Metrics are being gathered and analyzed for continual service improvement. Is this being driven by the challenges of managing services in the Cloud? I’m not sure, but I like the way the winds are blowing.

Are we there yet? No. But as a whole we are definitely moving up the maturity ladder. Can’t wait to see what happens in 2012.

Fusion Conference 2011 is Almost Here!

2011-09-20T14:00:00.000-07:00

It is hard to believe that the Fusion conference is just a week away at the Gaylord National in Washington, DC. There are several innovations this year that promise to make it a standout event including the partnership between itSMF and HDI. This relationship is particularly significant as it represents an evolving trend of unification within the industry.

The agenda this year places a stronger emphasis on topics such as the Service Catalog, governance and organizational change management. The tracks offer opportunities for a variety of roles, sectors and areas of interest:

The People Factor
Business Services and IT Processes
Service Operations
Service Catalog and Portfolio Management
IT Governance and Security
The Executive View
The Government View
The Beginner’s View

ITSM Academy is presenting at two sessions. Michael Cardinal, a Senior Instructor, will be delivering Session 303: Effective Questioning for ITSM on Monday, September 26^th at 3:00 p.m. Asking the right questions at the right time to the right audience is a learned skill and Mike will be offering practical techniques for becoming a proficient questioner.

I am very excited to be discussing the value of having two distinct but related Service Catalogs in Session 605: The Best of Both Worlds: Creating a Business Service Catalog and Technical Service Catalog on Tuesday, September 27^th at 2:45 p.m. Too many organizations struggle with the proper scope of service definition (either too technical or not technical enough) and I will be presenting ITIL's very flexible and practical solution.

Looking forward to seeing you there. Please stop by our booth 720 to say hello.

New Foundation Processes - Design Coordination and Transition Planning and Support

2011-09-17T12:59:00.000-07:00

Two of the new processes we are covering in ITIL 2011 Foundation are Design Coordination and Transition Planning and Support.

These processes have very similar activities, and those activities can be compared to the role of a conductor for an orchestra. The conductor is responsible for:

Interpreting the piece – these processes determine the strategy for the associated lifecycle stage

Deciding on tempos – these processes determine the rigor and therefore speed associated with performing the stage activities

Basically getting every musician in the orchestra on the same page with every single note of the piece(s) they will be performing – these processes ensure that all of the functions and processes engaged in a lifecycle stage are on the same page with every single new service or change to an existing service that they are handling

Thanks to one of our brilliant instructors for the analogy!

The Importance of Leadership Skills

2011-07-14T14:11:00.000-07:00

I recently led the first launch of our newest workshop, ITSM Leadership Skills. This course was developed in collaboration with PeopleTek, a well respected and recognized executive coaching provider.

The ITSM Leadership Skills workshop addresses the softer skills that are critical success factors for continual service improvement. Unfortunately, until now these skills were mostly overlooked in the service management classroom.

Topics covered in this workshop include

Identifying and leveraging strengths
Vision, Mission, Goals and Measures
Planning projects
Managing change
Enhancing communication
Managing conflict

Several of the attendees in our first session commented that they had prior experience with many of these topics. They were grateful for the opportunity to be reminded of their importance while gaining new perspectives and appraoches for being a great leader. It's so easy to get lost in the mechanics of designing new processes and services; it's just as easy to overlook the human factor.

PeopleTek promotes the belief that everyone is a leader. I agree. Their definition of a leader supports that view: To take people where they have not been and would not go on their own.

Ask yourself: Who are you leading today and where are you taking them?

The 2011 Edition of the ITIL Library

2011-07-06T13:17:00.000-07:00

It was recently announced that the 2011 Edition of the ITIL Core Library will publish on July 29, 2011. Notice that I did not refer to the new release with a new version number - and with good reason. All future revisions to the ITIL publications will be referenced by the year that it was published. ITIL will finally just be ITIL.

If you regard the 2011 ITIL update as the equivalent to the revision of a college textbook, you'll understand why this is not a big deal. Academic textbooks are revised on a regular schedule without much fanfare or impact on prior or future students. Past attendees do not retake their final exams or replace their textbook. Just a normal course of continual improvement. Do you base your decision on whether to take a college course on the edition of the textbook being used? Not really. What's important is the relevancy of the topic.

The 2011 ITIL Edition was approached in much the same way - improve the inconsistencies, formalize a few processes that were referenced in the 2007 edition but did not follow the same format and flow, clarify some concepts based on reader feedback. No major new revelations. Just a normal course of continual improvement that should be introduced without much fanfare and will have no impact on prior students. Past, present and future attendees will essentially share the same knowledge.

Please do not believe anyone that advises you to retake your exam, replace your textbook, change your tool, revise your implementation strategy or base your education plan on which edition of the books are being used.

There are no plans to "bridge" anyone or anything with this release. A change log will be made available that compares the two editions. Webinars, articles and opinions on the revisions will abound. In fact, the first set of FAQs is now available at http://www.best-management-practice.com/gempdf/ITIL_UPdate_FAQs_Summer_2011_June11.pdf.

ITIL is just ITIL.

Service Manager Bridging Options After June 30, 2011

2011-06-29T13:10:00.000-07:00

Tomorrow (June 30) is the final day for taking (or re-taking) the V2-V3 Manager's Bridge exam as a fast track to ITIL Expert. It is also the last day for re-takes of the ITIL Foundation Bridge exam.

If you are an ITIL V1 or V2 Service Manager and missed this opportunity, all is not lost. There is an ongoing bridging path for Service Managers that requires only three additional certifications and reduces the number of required credits from 22 to 10:

ITIL V3 Foundation (2 ) +

Service Strategy -OR- Continual Service Improvement (CSI) (3 ) +

Managing Across the Lifecycle (5)

= ITIL Expert

To qualify, you must present a valid Service Manager Certificate (both exams). No substitutions of the above are allowed except for the choice of Service Strategy or CSI. You cannot self-study for Service Strategy, CSI or MALC unless you are a trainer accredited through an Examination Institute.

Since the updated bridging path has no end date, I hope that eventually all V1-V2 Service Managers will find their way to becoming ITIL Experts.

The new "Driving ITSM" Workshop Series

2011-04-21T11:00:00.000-07:00

I am so excited aboout ITSM Academy's new "Driving ITSM" workshops. These workshops are 'right-sized for the right-time' in that they focus on the knowledge an organization needs at specific milestones in their service management journeys.

Driving ITSM workshops target the areas where most organizations struggle and provide grass-roots advice for meeting and moving beyond these challenges.

Classes in the Driving ITSM series will be available for corporate delivery and in our virtual classroom. Course length ranges from 4 to 16 hours depending on topic covered.

Right now, there are four workshops in the series:

The Building Blocks of Process Design
Assigning Dynamic Roles and Responsibilities
ITSM Leadership Skills
Building Your Service Catalog

Stay tuned for news about additional courses in this series. And, as always, we welcome your suggestions for meaningful topics.

Top CIO Priorities for 2011

2011-04-07T11:00:00.000-07:00

Gartner recently released the results of a worldwide survey on Top 10 Business and Technology Priorities in 2011. It’s gratifying to see that IT management is number 4 on the CIO list. It’s equally gratifying to see that growth is number 1 on the business priorities list; along with continued vigilance with regard to costs and operational efficiencies.

Press Release: http://www.gartner.com/it/page.jsp?id=1526414
Short Video: http://www.gartner.com/technology/cio/cioagenda.jsp

One of the interesting points made in the article is that despite the downturn in the economy, many companies continued their research and development efforts in recent years, they just haven’t been implementing the results of those efforts. What this means for IT organizations is that the next several years will feature rapid change that requires a strong foundation in IT management. As an example, the study indicates that while 3 percent of CIOs currently have the majority of IT running in the cloud or on SaaS technologies, over the next four years CIOs expect this number to increase to 43 percent.

The article goes on to say that to support this growth, CIOs must reimagine IT and lead it through a process of “creative destruction.” This includes redefining the central elements of IT such as its cost structure, people and processes. The article also states that two issues that stand in the way of supporting enterprise growth are: benefits realization (the achievement of business benefits) and IT skills. Skills are an issue because CIOs rely on bringing skills in from the outside whenever they need to get work done.

Looking for more priorities and predications? The following references a number of additional articles you may find interesting. http://careerisover.com/2010/12/12-best-articles-on-cio-business-and-technology-priorities-for-2011/

This Week: Destination ISO/IEC 20000 Webinar – Industry News and Updates

2011-02-14T11:00:00.000-08:00

If you are not already a member of the itSMF ISO/IEC 20000 Special Interest Group (SIG), this is a good time to join.

The SIG is at the half-way mark of its Destination ISO/IEC 20000 program. This program consists of monthly webinars that are designed to provide a roadmap for ISO/IEC 20000 success; whether your organization defines success as using the standard as an assessment/benchmarking tool, or is striving to achieve certification.

This month’s webinar – Industry News and Updates – is designed to provide an update on the ISO/IEC 20000 series and on the changes to Part 1 being published later this year. The latest on individual training and certification will also be discussed.

Bring your questions and join host Donna Knapp and keynote Jack Probst for this existing webinar:

Date: Thursday, February 17th

Time: 1pm – United States – New York

URL**: http://www.brighttalk.com/webcast/24714

**First time users of BrightTalk must register prior to attending the webcast.

Agenda:

ISO/IEC 20000 series status
ISO/IEC 20000 Part 1 updates
Training and individual certification scheme updates
State of the standard

If you missed any of the earlier Destination ISO/IEC 20000 webinars they can be viewed at: http://www.brighttalk.com/webcasts?q=iso%2Fiec+20000.

Past and future Destination ISO/IEC 20000 programs include:

Event 1 – Complete – Destination ISO/IEC 20000 Kickoff
Event 2 – Complete – Getting Started – ISO/IEC 20000 Planning and Preparation
Event 3 – Complete – Scoping and Eligibility
Event 4 – Complete – Setting Up a Management System
Event 5 – Complete – Conducting an Initial Assessment
Event 6 – Complete – All About Audits
Event 7 – 02/17/11 – 1pm ET (U.S., New York) – Industry News and Events
Event 8 – 03/17/11 – 1pm ET (U.S., New York) – Achieving Certification
Event 9 – 04/21/11 – 1pm (U.S., New York) – What Not to Do! (Lessons Learned)
Event 10 – 05/19/11 – 1pm ET (U.S., New York) – Retaining Certification
Event 11 – 06/16/11 – 1pm ET (U.S., New York) – Evaluating the Business Case (Post-Implementation Review)
Event 12 – 07/21/11 – 11am ET (U.S., New York) – Viewers Choice

The SIG is actively seeking individuals to serve as presenters and panelists; particularly those who are using the standard within their organizations and so have “been there, done that” stories to tell.

Communicate your willingness to participate as a presenter or panelist at: iso-iec@itsmfusa.org

Introducing ITIL Lifecycle Bootcamps

2011-01-11T10:30:00.000-08:00

IT organizations are under constant pressure to increase IT service quality while controlling costs and risks. These organizations need people who are skilled at using best practices to improve the efficiency and effectiveness of IT service management processes in support of business goals.

You may have heard the expression “ITIL® lifecycle courses are for people who work on processes, and capability courses are for people who work in processes.” ITIL lifecycle courses focus on a single stage of the ITIL service lifecycle and explore stage activities, process relationships, roles and implementation considerations. These courses accommodate the needs of people who are leading implementation and improvement activities and require a management-level view. ITIL capability courses focus on a cluster of processes and cover a detailed view of process inputs, activities, concepts, metrics and outputs. These courses are aimed at people who are involved in executing and improving an existing set of related processes and wish to enhance their role-based capabilities.

The ITIL Expert certificate is awarded to individuals who demonstrate a superior knowledge of ITIL V3 in its entirety. Achieving this level of certification benefits both the individual and organization by increasing the effectiveness with which ITIL is adopted. The ITIL V3 Qualification Scheme offers a modular approach to certification with many possible paths to ITIL Expert.

ITSM Academy’s exciting new ITIL Lifecycle Boot Camp program provides individuals looking for a balanced, accelerated, and cost-effective curriculum a way to achieve 15 of the 22 credits require for the ITIL Expert certification. The boot camp approach involves combining two lifecycle courses (e.g., Service Strategy and Service Design, or Service Transition and Service Operation) into an intense 5-day classroom-based experience. Although challenging, this approach makes it possible for students to understand the tight integration between lifecycle stages and processes and the benefits of realizing an integrated process approach.

To further control costs and time away from work, candidates can opt to take the Continual Service Improvement course in our virtual classroom. This innovative approach enables students to attend class via the internet while still reaping the benefits of live interaction with their instructor and classmates.

ITSM Academy’s innovative boot camp approach addresses many of the characteristics you may want to consider when selecting a training provider. Benefits include:

Course materials and delivery methods that match students’ learning styles
The resources and guidance students need to succeed before, during and after class
Highly credentialed trainers with years of “been there, done that” experience who can keep students engaged and inspired while they are learning best practices
Practical assignments, classroom discussions and networking opportunities that enable students to immediately apply and put into action what they are learning
Time-tested exam taking tips, sample questions and a mock exam that help students prepare for the exam
High-quality, fully accredited course materials packed with value-add

Individual certifications look great on your resume and provide tangible evidence of career growth but ultimately it is about using the knowledge you acquire to benefit your business. A well-rounded program enables you to maximize those benefits through the use of best practices.

ITIL® is a Registered Trade Mark of the Office of Government Commerce, in the United Kingdom and other countries.

ITSM Academy at Fusion 2010 in Louisville, KY

2010-06-03T13:38:00.000-07:00

I am thrilled to announce that ITSM Academy has been selected to deliver multiple educational sessions at the itSMF Fusion 2010 conference. While the unfortunate flooding in Nashville necessitated a venue change to Louisville, KY, the program and conference dates (September 18-22) are the same.

Donna Knapp will be delivering FROM HELP DESK TO SERVICE DESK: USING ITIL® BEST PRACTICES as pre-conference training course on Saturday, September 18 and Sunday September 19. This highly interactive course is designed to assist organizations in evolving from a Help Desk into a true best practice Service Desk. Donna Knapp has over twenty five years experience in the IT industry and is the author of two college textbooks on Service Desk and Customer Service best practices.

On Sunday, September 19, from 12:30 to 2:30, Michael Cardinal will be leading a free pre-conference workshop, PUTTING THE PRO IN PROCESS DESIGN. This session describes techniques for developing, reengineering and improving processes, while managing the associated culture change. Attendees will also learn how to build a "custom framework" by drawing on guidance from multiple ITSM frameworks and standards such as ITIL, ISO/IEC 20000, MOF, Six Sigma and Cobit. In addition to being a Certified Process Design Engineer (CPDE) instructor, Mike has over 10 years of practical ITSM experience.

On Monday, September, 20th at 10:00 am, I will present on the tricky topic of ROCK N' ROLES, RESPONSIBILITIES AND RESOURCES. Regardless of size, budget or structure, many organizations struggle with fitting and managing the numerous ITSM roles and responsibilities within their current environment. While there is no one-size-fits-all solution, I will provide practical guidance and explore different types of scenarios and models. This session will be highly interactive with lots of audience participation.

Fusion 2010 in Louisville promises to be the best itSMF conference yet. To learn more and register, go to www.itsmfusion.com. See you there!

The V2 Practitioner Path to ITIL Expert Certification

2010-05-11T15:02:00.000-07:00

Did you know that there are currently three routes to becoming an ITIL Expert?

For those starting ITIL with V3 earning 17 credits in the ITIL V3 Qualification Scheme gains entry into the capstone course, Managing Across the Lifecycle (MALC). Passing the MALC exam grants the ITIL Expert credential. The ITIL V3 Credit Profiler helps candidates build a training plan based on existing and potential certifications.

The remaining two options are for those who possess advanced V2 certifications.

Individuals who are (or will) become ITIL V2 Service Managers have a five day fast track to ITIL Expert through the Manager’s Bridge course and exam. These are the only candidates who do not need to pass the MALC exam to become ITIL Experts.

Individuals with four clustered V2 Practitioner certifications (e.g., Support and Restore, Release and Control, Plan and Improve, Agree and Define) only need to take the Manager’s Bridge and MALC. The Manager’s Bridge course fills the gaps from to V3 and equips learners with the pre-requisite knowledge for success in MALC. Candidates must pass both exams to earn the ITIL Expert credential.

A learner who recently achieved his ITIL Expert through this path noted that the experience both affirmed and enhanced his prior V2 knowledge.

Keep in mind that options 2 and 3 will only be available for a limited time as V2 exams begin to expire this year. V2 Service Manager will end in August, 2010. V2 Practitioner exams will end in December 2011. The Manager’s Bridge exam will end in June, 2011.

ITSMP Diploma and Tuition Reimbursement

2010-03-25T11:02:00.000-07:00

ITSM Academy's IT Service Management Professional (ITSMP)^SM Diploma Program offers diplomas in three (3) occupational disciplines based on IT Service Management (ITSM) best practices, frameworks and standards. The career paths are:
· Change Manager (ITSMP-CM)^SM
· Support Manager (ITSMP-SM)^SM
· Service Level Manager (ITSMP-SLM)^SM

View ITSM Diploma Tracks

Many of our learners have come to us for advise on securing Tuition Reimbursement for their education. The primary question is, "Will my company pay for my tuition?"

If your organization has an established Tuition Reimbursement policy, of course they will. You just need a business case stating the relevance of the education and and little patience. With this, your educational aspirations can be achieved.

But what if your company doesn’t publish a Tuition Assistance policy? In our experience, just because they don’t currently offer reimbursement doesn’t mean they aren’t open to the idea. It might just mean that no one has asked. Since Tuition Reimbursement is typically funded through the Human Resources’ benefit program, the cost of your training may not impact your department’s budget and you may be able to work with your boss to capitalize on this opportunity.

A great way to approach it is to create a list of ways your education will benefit the company:

In the course of the program, you will be earning five (5) internationally recognized certifications
Your new skills are based on industry standard best practices
This education will make you more productive at work
You will be able to take on additional assignments
You will be able to be a leader in the workplace

Your list should be part of a short business case which includes the following benefits of earning an ITSMP Diploma from ITSM Academy.

Number one: Value

Most employers are concerned about the expense of
employee education.

Demonstrate that the benefits outweigh the costs and be as specific as possible. We can help you put together a precise list of skills you will be learning. Remind them that in addition to earning an ITSMP diploma, you will also achieve industry recognized certifications. Since each ITSMP track has been built to ensure that students are equipped with ALL of the skills needed to succeed in a specific process management position, you will be better positioned to take a leadership role when needed. Also, remind them that paying your tuition may cost less than hiring a new employee with the skills you are learning, not to mention the cost of training the new recruit.

Number two: Longer Employee Retention

One of the best ways to prove your commitment is to sign a retention agreement. This ensures that you will stay with the organization for a specific period of time after earning your diploma. Most companies who offer tuition reimbursement already have this in place.

Number three: Competitive Advantage

Specifically demonstrate how your diploma will relate to your current (or proposed) position. Cite examples of how your new skills can be applied to IT Operations. From the ITSMP Catalog, show them the courses which you will be taking. Explain how the courses benefit the IT Department and the overall organization, by completing this unique combination of education. And remember, studies show that an educated workforce will keep your employers ahead of the competition.

Your ITSMP diploma will move your company’s IT Service Management initiatives forward. And what do we know about ITSM? Done right, it will implement and internalize best practices, improve productivity and reduce costs. So when you think of it that way, your employer will reduce operational costs by funding your education!

Happy 2010 - An Exciting New Year

2010-01-06T17:51:00.001-08:00

Can you believe that it is 2010? I'm still wrapping my head around that one. I do wish everyone a year filled with knowledge, joy, prosperity and good health.

To celebrate the new decade, here's an update on 10 exciting ITSM programs, courses and innovations from ITSM Academy:

1. IT Service Management Professional (ITSMP) Diplomas:
Are you or do you aspire to be a Change Manager, Support Manager or Service Level Manager? As a school now licensed by the Commission for Independent Education, Florida Department of Education, we offer programs to achieve occupational IT Service Management Professional (ITSMP) Diplomas. Enrollment is required for one of these tracks. On our Public Class Schedule, the ITSMP symbol indicates courses which accrue enrolled students educational clock hours toward Change Manager, Support Manager and/or Service Level Manager Diplomas. In addition, enrolled ITSMP students will receive additional "soft skill" educational opportunities. We are the only ITSM training company licensed to offer these diplomas.

2. Certified Process Design Engineer (CPDE): Loyalist Certification Services (LCS)'s CPDE exam has been approved as a complementary course in the ITIL Certification Scheme for 1.5 credits. We are also very proud that Donna Knapp's CPDE textbook will be published this spring by J. Ross Publishing. The book will be included with ITSM Academy's CPDE course materials.

3. PMP Exam Prep: Several of our alumni have expressed interest in becoming Project Management Professionals (PMPs). Knowing that ITSM implementations are more successful when managed as by skilled Project Managers, we will be offering 5 day PMP Exam Prep courses beginning March, 2010. This course meets PMI's 35 hour formal training requirement.

4. Virtual Training: Feedback from our instructor led virtual training classes has been very positive and pass rates for these sessions have been equivalent to traditional classroom rates. We will continue to expand the number and type of courses available in our Virtual Classroom.

5. Corporate Train the Trainer Program (Corporate Academy): ITSM Academy offers our accredited courseware and instructor services for use by select training organizations, consultants, trainers, educational institutes, universities, and software companies looking to establish their own co-branded ITSM training and certification program. We also license to corporations seeking a cost effective training solution for large numbers of learners.

6. Accredited Training Council Trade Association (ATCTA): I am working with colleagues from several other ITSM Accredited Training Organizations (ATOs) to create a structured trade association. The association's intent will be to raise the quality of ITSM training standards and represent the voice of the customer to Examination Institutes and the ITIL Qualification Board. It's great news that several ATOs are willing to collaborate and align to the benefit of our customers and our industry. We hope to launch the association during Q2 2010.

7. ITIL Expert Pass: For learners who have achieved ITIL Foundation and aspire to become ITIL Experts, the ITIL Expert Pass gives you access to all of the courses needed to achieve your goal at one affordable price.

8. Corporate Pass: This is an opportunity for six team members from the same organization to attend an unlimited number of courses in a 12-month period for only $24,995.

9. Sand Dollars: This program offers volume pricing for multiple named learners.

10. Early Bird Specials: This is an opportunity for 25% off of select class seats. Early Bird's are only available for select courses/dates and can expire at any time. Check our website for early bird seat availability.

We are now an ITSM Career School! Introducing the ITSMP Diploma Program

2009-12-09T10:40:00.000-08:00

Big news at ITSM Academy! We are now licensed by the Florida Department of Education, Commission on Independent Education, as a career school with the ability to grant occupational ITSM diplomas. ITSM Academy's program is the first of its kind and we are the only career school licensed to offer IT Service Management occupational diplomas.

Our new IT Service Management Professional (ITSMP) diploma program has three career tracks – ITSMP Change Manager, ITSMP Support Manager and ITSMP Service Level Manager. Building on critical roles within the prominent IT Service Management frameworks, the ITSMP program bundles ITSM certification courses into diploma tracks. This ensures that students are equipped with ALL of the skills needed to succeed in a specific process management position. In addition to earning an ITSMP diploma, students will also achieve industry recognized certifications.

Each career track consists of two required courses (ITIL Foundation and Certified Process Design Engineer), two subject matter expertise courses (one ITIL Lifecycle, one ITIL Capability) and a standard or framework elective (ISO/IEC 20000 Foundation or Microsoft Operations Framework). To learn more about these programs and courses, click here.

We built these programs and went through the rigor of becoming a licensed school because we believe there is a need for role-based ITSM education and credentials. Until now, there has not been enough focus placed on the educational requirements of key process managers. A successful Change Manager, for example, should have more knowledge than just that contained in ITIL Release Control and Validation (RCV) or ITIL Service Transition courses. Understanding multiple frameworks as well as the mechanics of designing, implementing and improving processes is equally important. And having a recognized and licensed diploma not only credentials the individual but legitimizes the occupation.

Achieving ITIL Expert™ is still absolutely appropriate for those who will lead ITSM programs – either within an organization or as a consultant or trainer. It is the ITIL Version (V3) equivalent of ITIL Service Manager, a well recognized and respected role. ITSM Academy will continue to provide training and support for those seeking ITIL Expert™ certification – in fact, we recently introduced an ITIL Expert Pass that allows learners with ITIL Foundation certification to take 16.5 credits + our MALC course for a flat fee. However, for those who are, or aspire to be, process managers, the ITSMP diploma program focuses on related and necessary skill sets.

In becoming a licensed school, ITSM Academy is committing to the governance and compliance standards of the Florida Department of Education as well as other school accreditation agencies.
Providing our students the opportunity to earn ITSM diplomas has been a long-standing goal at the Academy. Our concern is that other training organizations will see the value in offering the diplomas, but won't complete the rigorous process required to be under the supervision of a state or professional agency. If that's the case, they will be granting diplomas that are either fraudulent, or because of the lack of proper standards, worthless. We will do our best to educate the community on the difference between licensed schools and diploma mills.

ITSM Academy's License number is 4142. Additional information regarding the Florida Department of Education, Commission on Independent Education may be obtained by contacting the Commission at 325 West Gaines Street, Suite 1414, Tallahassee, FL 323099-0400, toll-free telephone number (888) 224-6684.

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CPDE Now Earns ITIL V3 Credits

2009-12-01T11:50:00.000-08:00

The Certified Process Design Engineer (CPDE) course and exam have now been approved as a Complementary Qualification in the ITIL V3 scheme. Successful candidates will earn 1.5 credits towards ITIL Expert. CPDE is only the fourth qualification to be granted Complementary status and is an official part of the ITIL Credit Profiler. Exams are owned and administered by Loyalist Certification Services (LCS). Read the LCS press release.

CPDE fills the gap between ITIL’s “what to do” and “how to do it” in terms of designing, measuring, re-engineering and improving IT Service Management processes. The curriculum is framework-agnostic and encourages organizations to leverage the guidance from multiple sources such as ISO/IEC 20000, COBIT, CMMI and Microsoft Operation Framework (MOF),

ITSM Academy is proud to be the first Accredited Training Organization to offer the CPDE Course. The source textbook was written by Donna Knapp, our Curriculum Development Manager. It will be published by J. Ross Publishing in Spring, 2010.

For more information on the CPDE course, click here.

New PMP Exam Prep Course

2009-11-23T13:21:00.000-08:00

I am happy to announce that ITSM Academy will be offering Project Management Professional (PMP) Exam Preparation courses beginning March 1, 2010.

As many of you know, there is a natural relationship between IT Service Management and Project Management. The ITIL books support ITSM and Project Management integration, particularly during Service Design and Service Transition. ITSM implementations are more likely to be successful when designed as formal programs with projects led by qualified Project Managers.

Over the years, many of our learners have expressed an interest in becoming PMPs. I feel that the PMP credential track is a good fit for our learning community and encourages our clients to realize the value of leveraging both sets of best practices.

While the Project Management Institute (PMI) has eligibility requirements in order to take the exam, there are no pre-requisites for taking the PMP Exam Prep course. You can begin to prepare for the exam before, during or after the completion of the PMI application. The eligibility, application and exam process are detailed in PMI's PMP Handbook. This course does fulfill the mandatory 35 hours of formal training.

Our PMP Exam Prep course will be a comprehensive 5 day course led by an instructor who holds PMP and ITIL Expert certifications. The curriculum will review the key concepts of the Project Management Book of Knowledge (PMBOK). Like ITIL courses, you will need to obtain and read the PMBOK prior to the class. The courseware complements the PMBOK with a learner manual, comprehensive exam preparation textbook, 1200 sample exam questions and other study materials. The exam will not be part of the course as it is scheduled and administered by PMI through Prometric Centers.

ITSM Academy has been a PMI Registered Education Provider since 2006 and is committed to strengthening the ties between the Project Management and ITSM communities. I see the cross-pollination of the bodies of knowledge as a logical first step.

To learn more about this course or to register for an upcoming session, use this link.

Retirement of V2 Examinations

2009-10-30T12:00:00.000-07:00

On October 29th, the OGC announced their plans for retiring ITIL V2 products and examinations by June 2011. This is a global product withdrawal, meaning that all languages will be removed at the same time.

Here are the final dates for first time exam takers:

V2 Foundation - June 30, 2010
V2 Service Manager - August 31, 2010
V2 Practitioner exams - Dec 31, 2010
V2/V3 Foundation Bridge exams - Dec 31, 2010

Re-takes for all of the above will be available until 30 June 2011.

The V2 Service Manager Bridge exam will also end on 30 June 2011. At this time, there are no re-take extensions (although myself and others are still pressing to have this reconsidered).

All V2 books will be unavailable after June 30, 2011 and some may be withdrawn before that date based on demand. Service Support and Service Delivery publications will be not be available after June 30, 2011 although OGC states that "in the later period these may only be available as ‘print on demand’ or in electronic formats." I am not quite sure what this means but suspect that if demand does not justify printing, they will make other options available until the end date.

So, if you are planning to obtain a V2 certification, you must achieve it by the end dates described above. This is particularly important for those with existing V2 certifications who would like to take advantage of bridging courses for Foundation and Service Manager.

ITIL V2 Service Managers have the unique opportunity to fast-track to ITIL Expert by taking the V2 Manager's Bridge course and passing the exam. If you have taken the Service Manager course but did not pass one or both exams, I would highly recommend that you plan for a re-take before the end dates. Becoming an ITIL Expert via the Manager's Bridge route is much faster and less costly than navigating the 22 credits required of the V3 scheme.

If you have a V2 Foundation Certificate, you can upgrade your certification and meet the pre-requisite for entry into the ITIL V3 Intermediate courses by taking the V2/V3 Foundation Bridge course and exam.

From a knowledge perspective, the guidance from V2 Service Support/Service Delivery is alive and well in V3. There may be some new vocabulary and processes, but the core concepts are essentially the same. The V3 service lifecycle just puts those processes into context while bringing forth other considerations. Some of those considerations (such as Security Management or continual service improvement) actually build on other books in the V2 library that were not as widely read as Service Support and Service Delivery.

Most organizations do not implement ITIL in its purest form. In the end, each will develop a custom framework based on a combination of ITIL (and/or other ITSM frameworks or standards) and successful internal practices. So, whether you call it ITIL V2 or V3, what really matters is that you have the knowledge, training, experience and resources to manage your services to meet the needs and requirements of your customers.

The Truth About The Updates to ITIL V3 Core Library

2009-10-07T13:11:00.000-07:00

The OGC recently announced updates to the ITIL V3 Core Guidance under their continual improvement “Mandate for Change”. The update is intended to be a new “edition” not a new “version” in that the framework will be largely unchanged.

The Mandate for Change also clearly states that “new concepts are not to be added.”

I had a chance to speak with representatives of the OGC and The Stationary Office (TSO) publishers at the recent Dallas Fusion 2009 conference, Both emphasized that the project is in the early stages and that the updated books will likely not be published until 2011.

So why the need for the update? First published in May of 2007, each of the five books in the ITIL V3 Core Library was written by a pair of authors. From the start, readers and training organizations identified many inconsistencies across the lifecycle stages and processes. Some of the new roles were not clearly differentiated; others did not appear in related sections. Standard terminology and formatting was not uniformly applied. Most importantly, feedback on the Service Strategy book repeatedly indicated that the concepts were difficult to understand and apply. The updates are in response to reader and training organization feedback and is part of OGC's continual improvement cycle.

The OGC has set the following goals for the update:

Remedy inconsistencies between the five books
Align with other relevant OGC frameworks (PRINCE2, M_o_R, etc.)
Clearly explain roles and responsibilities
Standardize the use of glossary terms and definitions across the books
Update the glossary
Examine the definition and usage of Product Manager and Service Owner roles
Ensure that the Service Catalog Manager appears within Service Operation
Simplify Service Strategy
Redesign content according to OGC’s updated style guidelines

A Change Control Log managed by OGC’s Change Advisory Board currently contains 312 recommended revisions. A link to the Change Log is within the Mandate for Change. The Mandate also states that training organizations and others will be invited to provide additional feedback and recommendations.

As the project progresses, further details of the update together with a more precise publication date will be announced.

To read the Mandate for Change go to http://www.best-management-practice.com/gempdf/ITIL_Mandate_for_Change_0909.pdf

Top Picks for Fusion 2009

2009-08-28T14:41:00.000-07:00

Jayne, I am borrowing your blog to post my Top Picks for Fusion 2009. Thanks...Lisa

I’ve just gone over the itSMF conference program, and I am impressed with the schedule. There are lots of “old favorites” and tons of new names, with really interesting topics.

I didn’t list any speaker whom I haven’t personally seen present, so if I haven't picked someone, don’t let that influence you. If you like the topic, go for it! (Or contact me, I'm happy to discuss in more detail.)

That said, my Top Picks for Fusion 2009.

First, I highly recommend all of the general sessions (led again by Kirk Weisler, he is awesome).

On Monday (9/21) morning, there are two that caught my eye. Unfortunately, they are at the same time! But if either of these topics sound good to you, you can’t go wrong.

10:00 AM - 11:00 AM
Defining an IT Service - The Root Cause of All IT Issues
Randy Steinberg (Deloitte Consulting) and Jan Vromant (Deloitte Consulting)

10:00 AM - 11:00 AM
From Rags to KPI Reporting
Pedro Hidalgo (Cook Children's Health Care System) and Beverly Wileman-Pratt (Pepperweed Consulting)

On Monday afternoon, I have another conflict. Donna Knapp, whose session was standing room only again last year, is presenting on the topic which she is most passionate:

2:15 PM - 3:15 PM
Service Desk State of the Future Report
Donna Knapp (ITSM Academy)

However, if earning ISO 20K certification is on your (even distant) horizon, then you don't want to miss this one:

2:15 PM - 3:15 PM
Achieving Global ISO 20000 Certification in 12 Months
Maria C. Metcalf (Unisys)
Rajan Kanda (Unisys Corporation)

On Tuesday morning, David will lead the breakfast discussion. I know, it’s early for some of you. Drink extra coffee, David is always a “don’t miss” in my book:

7:00 AM - 8:00 AM
Ask the Expert - Service Operations
David Cannon (ITSM Practice Principal, Hewlett Packard)

Next is one of the sessions I am the most excited to attend….The first person I ever saw present on ITIL, and still one of my all-time favorites:

11:15 AM - 12:15 PM
The Need For Trust: Building a Trustworthy IT
Ken Wendle (HP/itSMF Intl.)

I am a loyal Toyota Way girl, and I always love to hear anyone from their organization present their unique perspective to IT Service Management:

2:00 PM - 3:00 PM
Release & Deployment Management; What the Books Didn't Tell You
Dave Howard (Toyota Financial Services)

This could be the best practitioner roundtable offered:

3:15 PM - 4:15 PM
IT Service Management: Lessons Learned from the Field
Rob Harper (Motorola)
Troy Olson (Cox Enterprises)
LaTanya Burton (National Institute of Health)
Doris Holley (National Institute of Health)

One of the originators of the Visible Ops Methodology, Gene is a genius, with loads of great information packed in. He talks fast, and thinks 4x’s faster, so have a shot of caffeine before entering the room!

4:30 PM - 5:30 PM
Top Process Improvement Lessons Learned at Largest Internet Companies
Gene Kim (Tripwire)

On Wednesday morning, another of my all time favorites:

8:45 AM - 9:45 AM
Planning Business Manager and Customer ITIL® Induction
Malcolm Fry (FRY-Consultants)

A bit later in the morning, there is another note worthy Practitioner session. Jeremy is a very accomplished speaker, and what a great title they have going:

10:00 AM - 11:00 AM
Knowledge is Power -- Supplanting Unconscious Incompetence
Jeremy Hart (First American Corporation) and Craig Davis (First American Corporation)

So, those are just a few highlights. There are really so many juicy topics to pick from, I couldn't list them all. It’s going to be a jam-packed few days of learning!

See you in Dallas.

Lisa Schwartz
lschwartz@itsmacademy.com

ITIL Credit Profiler Has Been Updated

2009-08-20T11:39:00.000-07:00

The Credit Profiler for the ITIL Qualification Scheme has now been updated. The update aligns the Profiler with the recently published policy on overlapping content and credit eligibility.

The ITIL V3 Qualification Scheme assigns a credit value for each of the V3 certifications. Credits are also available for V1 and V2 certifications. Learners who achieve 22 credits can apply for the ITIL Expert certification.

The ITIL Credit Profiler helps learners:

Calculate the number of credits that a candidate has already achieved through his/her current certifications
Enter potential courses to balance the knowledge required to become an ITIL Expert or meet an individual's learning objectives.

The Credit Profiler can be found at http://www.itil-officialsite.com/itilservices/v1/map.asp

All Virtual Learning is Not the Same.

2009-07-01T07:04:00.001-07:00

I recently delivered ITSM Academy's first courses in our new Virtual Classroom. It was a great experience - the learners were highly engaged and the pass rates were as high as our physical classroom delivery. I am excited about the possibilities that virtual learning brings and will be working with our team to rapidly expand our online course catalog.

There is certainly a growing interest in web-based ITSM learning. Sparked partially by financial and logistical travel constraints, the opportunity to gain both knowledge and certification from the comfort of your computer is very attractive. The good news is that the capabilities of training organizations such as ITSM Academy to meet this need is growing with the interest.

If you are considering online learning, it is important to understand that the terms "e-learning" or "virtual learning" are often used interchangeably to represent a range of uniquely different approaches. By definition, "e-learning" is "electronic learning"and can include:

Instructor Led or Virtual Classroom courses: The learner is scheduled to attend one or more "live" interactive sessions with an instructor using a collaboration tool. Sessions will include audio, video and web-based activities. Supplemental materials may be available 24/7 such as recordings, quizzes and ancillary materials.
Self-paced or On-demand courses: The learner takes the course independently at his/her own pace, the courseware is available 24/7 and an instructor may be available for questions via email or other electronic communication. The courseware can be anything from interactive animations to previously recorded sessions.
Instructor-guided courses: This is self-paced learning with an instructor guiding how and when modules and assignments are to be completed. There are no live sessions, but the instructor is an active participant and there may be a class forum for threaded discussions.
Blended courses: Combines elements of Self-paced and Instructor Led online courses.

What is the right e-learning approach for you? As always, the answer is "it depends!"

Instructor led training is highly interactive and attempts to simulate the group dynamics of a physical classroom. There is immediate access to a "live" instructor so that questions can be posed, discussed and answered. Sessions are scheduled for specific dates and times, but usually do not consume an entire day. The sessions can be supplemented with recordings and offline work. Instructor led training may take longer to complete, but has a finite timeline. It is best to schedule the sessions on your calendar as if you were in a physical classroom. It can be applied to all levels of certification as long as the number of required contact hours is met. This is ITSM Academy's approach to virtual learning.

Self-paced learning is often referred to as "e-learning". It is very flexible, but requires commitment and discipline since it has an open-ended timeline. It is best to create a realistic learning path of no more than two hours in one sitting. As a result, self-paced learning will take longer to complete but can accommodate an individual's availability. It is best suited for foundation level training. Contact hours and progress are typically managed through a Learning Management System. The Qualification Board is currently reviewing the e-learning guidelines for Intermediate courses and it is unlikely that total self-paced learning at the advanced levels will be sanctioned.

Instructor-guided courses are found primarily in academic settings where a course extends over several weeks and there are required (and perhaps graded) assignments. This method works better with longer or more advanced topics.

Most ITSM virtual classes today lean heavily towards Instructor-led or Self-paced with some elements of blended learning. Blended learning will continue to evolve and may be driven by the more prescriptive guidance issued by the ITIL Qualification Board.

ITSM Academy has chosen the Instructor-led method for our Virtual Classroom with blended elements. I strongly believe that quality ITSM training is so much more than memorizing a bunch of concepts. Instructor-led virtual learning encourages learner participation, ensures completion and creates a group dynamic. It is the discussion, debate and practical application of those concepts that creates true value for our learners. Can you achieve certification through the other methods? Yes. Will the learner experience be the same? No.

ITIL V3 Credits

2009-06-02T12:48:00.000-07:00

Since the 2007 introduction of the ITIL V3 certification scheme, there has been some confusion regarding the “value” of V2 certifications as credits towards ITIL Expert™ designation. There has been similar confusion about blending credits from the ITIL V3 Lifecycle and Capability schemes.

Recently, the Qualification Board issued an updated ITIL® Qualification Credit Administration
Policy. The Qualification Board has reviewed the content of similar V2 and V3 courses and revised their initial position based on the percentage of overlap.

Regarding the blending of V3 courses, this policy clarifies that those individuals aspiring to ITIL Expert™ may apply credits from related Lifecycle and Capability courses such as Service Transition and Release, Control and Validation. The courses have a different focus and the overlap is not significant enough to be considered duplicate learning. So, you can now apply credit from both:

Service Transition (3pts) and Release, Control & Validation (RCV) (4pts)
Service Operation (3pts) and Operational Support & Analysis (OSA) (4pts)
Service Design (3pts) and Service Offerings & Agreement (SOA) (4pts)
Service Design (3pts) and Planning, Protection & Optimization (PPO) (4pts)

That’s great news for organizations and individuals wishing to study a process from both the management and operational perspectives.

The application of V2 credits is a little muddier. In short, there is too much overlap between the V2 Practitioner and equivalent V3 Capability courses. So you cannot apply credits from both:

IPRC and RCV
IPAD and SOA
IPPI and PPO

Instead, you can apply credits from one course or the other. There is a grandfather clause in the policy – if you did take and pass both V2 and V3 related courses before May 1, 2009, you may apply for credits for both courses before August 1, 2009.

The only exception to the rule is IPSR and OSA – it was determined that there is sufficient new material in OSA to allow for credits for both courses and taking both courses earns a total of 7.5 credit to be applied to ITIL Expert™

Those possessing V2 Practitioner certifications can still apply their credits (3.75 each) in a couple of ways:

To claim credits instead of one of the V3 Capability Courses (credits will vary depending on whether the V2 course was a clustered or single process practitioner course)
To apply 12 V2 Practitioner credits and be eligible to take the Service Manager Bridge and Managing Across the Lifecycle courses to earn the ITIL Expert ™ designation

The policy does contain a grid of courses that are compatible and incompatible in the V3 scheme. The caution is that an individual would still need to have balanced knowledge of the entire Service Lifecycle in order to succeed in Managing Across the Lifecycle, the gateway course to ITIL Expert.

It is important to note that the Credit Profiler has not yet been updated to reflect the new policy. It is expected to be revised in the near future.

The full policy and Credit Profiler are available at

http://www.itil-officialsite.com.

V2 Service Manager

2009-04-17T16:56:00.000-07:00

I am getting ready to teach what is likely to be my last V2 Service Manager class. It's a bittersweet time - I have fully embraced V3 and the logic of the service lifecycle. To my mind, V3 puts V2 in context and introduces some interesting concepts such as the Service Knowledge Management System. I am enjoying building the V3 intermediate courses and initial feedback from our learners has been very positive.

But I will still miss Service Manager - it has always been my favorite class to teach. For those of you who have gone through it, you know that it is likely one of the most challenging and stressful courses ever taken. Despite this, most learners confess that it was an incredible and enlightening professional experience. Service Manager teaches ITSM leadership at a level that is still unsurpassed. The exam is extremely difficult, but it does provide an opportunity to showcase your advanced knowledge and application of ITSM in a mock environment. When you receive that red pin, you know that you have truly earned it.

So I am looking forward to this next class and welcoming new Service Managers. For them, V3 does not yet exist but, once done, they have a continuing path. That's exciting!

Having said all this, I would also recommend that existing Service Managers plan to take their Service Manager Bridge Courses. It's a great opportunity to refresh your skills and fast-track to ITIL Expert. The exam is not as difficult and results to date have been excellent. But most important, it is a chance to become better Service Managers by applying the same level of strategic thinking and leadership to V3.