i recently read an article (translated source: Guide Online) that highlights the major benefits of having certified ITSM Staff.
the greatest benefit stated was a 28% inrease in productivity than non-certified teams. They continue to say that certification led to a 17% decrease in hiring of of outside people on an adhoc basis. - indicating a preferred reguirement for certified applicants.
Lastly, in relation to project based implemtation, it highlights the $$ saving and time saving by having certified personnel.
Although to us, it is obvious, but we are forever spending our time convincing the Business of the benefits, noy only of having an ITSM framework, but also ensuring our staff are certified.
I have had numerous discussions with course participants who are confused as to why their boss is sending them to the course. Common issues are the “perceived relevance” of the ITIL Framework in its entirety to them, or how they “fit” into the framework: “I’m just a developer. What do I need to know this stuff for?” My reponse is usually the awareness, not a mushroom, we all play a part in ITSM - and this helps us to understand the bigger picture of how…..
Now - i shall use this data, and what powerful data it is.
The full article can be found at - http://www.kluwermanagement.nl/?m=news&f=detail&id=15524
(it is in Dutch, mind you )
Till next time,
Cheers from the team from The Art of Service
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Jackie continues to examine our Personal Development and Management workshops. Time management is the focus this week as Jackie takes a look at various strategies to help you win the battle with the clock.
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Hello again SMU listeners,
The V3 refresh of ITIL has delivered many improvements to the service management framework, but one glaring omission is the description (or even mention) of the interfaces between ITIL and various Project Management practices (Prince2, PMBOK or otherwise). In today’s podcast I bring out the soapbox about why I’m dissapointed and look at what is described as well as some other related thoughts.
Tim Malone
ITSM Educator
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Well- i have now sat/completed 2 ITIL v3 Intermediate Pilot exams - Release, Control and Validation; and Service Transition. Thought i would pass on my views/opinions of these:
Firstly - a refresher - it’s a 90min 8 multiple question exam. Each question has its own case study and 4 possible answers, and scaled marking setup for each possible answer.
My thoughts…..
you need to have your wits about you and make sure that you are prepared and fully understand the content it is assessing. Each scenario/case study gives you a big picture with identified issues/points. You need to select the most appropriate answer (and some are tables, paragraphs, series of points - never a 1 sentence repine) to the case study, again - based on your understanding of concepts.
i actually appreciate this style of examination, as you get to apply your theory to a realistic practical situation. i have yet to need the full 90 min, so that may be an indication of ease/ or that too much time has been allocated.
As these are still in Pilot stage, feedback that we pass on will be used to improve the final exams when they are released in October.
Till next time
Cheers from the team at The Art of Service
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