 |
Category : Technology | Tags : itil itsm it service management iso20000 technology it |
Posted in Uncategorized on Oct 15th, 2008 No Comments »
ITIL Education for the Ipod generation! Continuing to be a market leader for management education, The Art of Service is developing educational MP3s that are perfect for those time-poor IT professionals, or those who are simply looking for an alternative for the usual options available…
Posted in Personal Development anyone?! on Oct 14th, 2008 No Comments »
Jackie looks closer at our Sales Training workshops, specifically the workshop on building relationships. She uncovers that the business of business is making friends and that successful relationships are the key to success.
Posted in Service Management Update, Michael Wedemeyer on Oct 14th, 2008 No Comments »
Managers Fast Track Program -Part 2
Well – I made it… 6 full days later and I survived the Manager Fast Track Program!
Here’s what I learnt…the Do’s and DON’T’s
DO NOT plan to socialize while on the Fast Track… you need to dedicate every night to study!
DO do your homework – minimum 3 hrs /night… DO – create Factsheets on all processes for study purposes
DO know your case studies
DON’T come unprepared for the next day – you just end up further behind
DON’T try and be a wall flower in the group – you learn more by participating (and besides- there is no way the Trainer will let you!!!!)
DO do the program this way! It may be intense, it may be rigourous – but it sure beats 12 days!
I admit – I was exhausted by the end – but as I said before – because I am time poor… it was my best option.
Exams already booked in.. 4 weeks – enough time to study – and retain information for exam…
Next Course – Managers Bridge… 5 days… BRING IT ON!!!!
Till next Time
Cheers from The Art of Service
Michael
Posted in Service Management Update, Michael Wedemeyer on Oct 8th, 2008 No Comments »
ITIL Fast Track Managers Program
Over the last 3 days I have participated in the ITIL Managers Fast Track Program… My views so far….
o Be prepared with your basic foundation knowledge… Foundations is a pre-requisite for this program. If you haven’t studied ITIL for a while, I highly suggest a recap over your foundation notes… it will definitely help to make the connections faster…
o The program is challenging… it delves DEEPLY into the ITIL theory, and you are expected to know and apply this knowledge…
o Your experience in ITSM is a huge benefit.. if you can hook your learning into your practical experience – IT WILL HELP!
o Its not just theory you are tested on… a big part of the program is the practical assignments, including presentations, debates, chaos diagrams, process flows… and this is what breaks up the theory – but what I have enjoyed most about the program so far..
o The first 3 days are focussed on Service Delivery, including the whole concept of Service Management, with next 3 days Service Support
o Exam preparation features highly, with lots of practice questions… and you have to mark each others – another insight and learning experience…
o HOMEWORK.. at least 3 hours study each night to prepare you for the next day… as tiring and painful as this is – it is work that will be a VERY useful study aid for the exams..
o Days are long and intense… but it was my choice to do it this way as I am time poor…
Kind of looking forward to the next 3 days, kinda of not…. But am learning heaps…
Till next time
Cheers from The Art of Service
Michael
Posted in Uncategorized on Oct 2nd, 2008 No Comments »
The Art of Service News catches up with Claire, our product manager for learning and development and a board member for the APMG syllabus review. She gives us an insight into the review process so far, and a sneak peek at what we might expect from the review.
Posted in Service Management Update on Oct 1st, 2008 No Comments »
Child’s Play, right?
I was visiting my 6 year old niece, Destiny, the other day and she wanted to show me the work she had been doing on her computer I was truly amazed at her “computer savviness”. She was truly able to problem solve some very “minor incidents” that occurred while she was working…
This got me thinking…. Our current clientele are a combination of Baby boomers (dwindling in numbers, but still in the workforce), Generation X, and an ever increasing proportion of Gen Y( the already computer savvy).
Within ITSM, we provide support to our users. I wonder if research has been done to the demographics of incident/user??? – Do the Baby Boomers seek help more than the Gen Y users? Are we considering this as a valid metric? What we do know about Gen Y is that they have grown up with Technology They are able to “problem” solve their way out of IT issues (ok –maybe badly – but they are not afraid to try).
Are we taking this into consideration when developing self help? Does an organization with a younger demographic experience less incidents, comparatively to an organization that doesn’t?
And my next thought, what does the future hold for ITSM, if we do have a user base who is Gun-ho “ and not afraid to “self help”?
Many pros and cons….
Definitely something to think about – because Destiny is growing fast!
Till next time
Cheers from The Art of Service
Michael
« Prev -
| ||
