Our partners have recently shared their feedback with us following their experience of the Train the Trainer program. This is what they said…
“The Train The Trainers (TTT) course of The Art of Service is indeed more an Educate The Educators course. As ITIL consultants, we only expected to refine our current presentation techniques, abilities and skills but we got amazingly much more than we imagined! The course experience changed our teaching paradigms and challenged our potential human talents. Focus in the audience (e.g. get rid of the common protagonism), be alert to signals flowing in the classroom (e.g. read the body language) and make it professionally fun (e.g. use of relevant but ordinary life examples and constructive discussions) are just some of the valuable lessons we learned. After all, it is all about people and how to get them committed to maximize their learning experience, and that is exactly what Ivanka taught us. So, I really look forward to applying the approach and its arsenal of tools and good manners as soon as possible!”
“I think that the course was very good, Ivanka has a great knowledge of the Transition course. She knows the material, always answers all the questions and the examples and exercises that she makes in the course are very clear. Specifically in the trainers course, she gave us very good practices and advice that we can apply in our courses in order to be more efficient. In general terms, I am very satisfied with her training and with the course.”
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Elearning 1…
“I posted in my profile: ‘I am studying for ITIL V3 and loving it’ - this has spawned some questions and I have sent folks to Amazon for the materials and your website.”
Elearning 2…
“This course was well worth the money. I have over 25 years in IT, hold an MS in Information Systems, and I hold the designations of PMP, CNE and MCSE.
Believe me, I have paid a lot of money to achieve these designations.
I got to take the online training at my own pace and then reinforce it by reading the material in the book. This set me up well to take the exam and I easily passed.
I did have some problems initally with my setup, so I sent an email to the company and the customer service was great. I will most definately take more training through this company.”
A Program Interpreter…
“I would like to say what a pleasure it was interpreting your course. In these 12 years I have worked as an interpreter I have interpreted hundreds of speakers and trainers and have never seen such a high-quality, dynamic and captivating speaker as you. It is a true pleasure to interpret such a well prepared professional. You would be amazed to see how many people become speakers and/or trainers that don’t have any didactics or structure in their presentations, which makes our jobs as interpreters so much more difficult. It was a great pleasure working with you and congratulations for such a great you.
I look forward to working with you again in the near future.”
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At last we see the outcome of the Foundation and Foundation Bridge Syllabus review. Claire returns to The Art of Service News to talk about a recent Statement of Outcome from APMG that communicates all the major proposals for change within the ITIL Foundation and Foundation Bridge Syllabi.
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When is it the right time to implement ITIL?
I have heard this question so many times…. As new participants complete their ITIL Foundation program they ultimately engage you in the “when is it a good time “conversation.
Funnily enough the answer that I give is not necessarily the answer they are looking for.. the answer being “It all depends”…
“On what?” is their usual reply… on many things… such as : How supportive your company/CEO’s are; the size of the company; the people power, or consultant power to implement…. What value does your organization place on service management?
Even if the answers are all negative, it is still possible to implement some aspects of ITIL, just to make your working life easier…, which of course confuses them more….and so I go on…
Event Management, Supplier management, Request Fulfilment Management are just some of the processes where you could… and I say could… implement in isolation (in part, or full) and see benefits for you and your working environment.
When is the right time? When you want to make things better!
Till next time Cheers from the ITIL Australia Team at The Art of Service
Michael
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Posted in Product Launches on Dec 16th, 2008 No Comments »
Platform-as-a-service is the rising new star of cloud computing. As such, there is still quite a bit of confusion around what it is and what it is not. Because it was a by-product of the drive to software-as-a-service solutions, the line between SaaS and PaaS solutions are still extremely blurred. The fact that the term “platform” is used in general terms quite often doesn’t help the problem.
Platform Management is one of the fastest growing segments of the information technology (IT) industry because it provides a more cost-effective alternative for enterprises to achieve their business objectives than traditional packaged applications.
This book covers just about every aspect of Platform Management, from high-level overviews of the different technologies that might be appropriate for upper management, to a very nice series of “hands on” chapters that walk you through experimenting with several of the Platform Management options.
Whether you need a quick primer on Platform Management so you can talk shop with those with more detailed knowledge, or want to get a sense of the benefits of the different technologies and how they fit into the big picture of the data center, this book is an invaluable resource. It gives you the vocabulary and understanding of how all the pieces fit together than websites and technical manuals often miss.
All of the major Platform Management technologies are discussed, along with the various drivers for implementing Platform Management, and how to manage migrating to a Platform Management environment.
This book delivers precisely what CEOs, CIOs, IT managers, and technologists need to know.
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Posted in Uncategorized on Dec 12th, 2008 No Comments »
So Santa and ITIL…. (cont’d)
Last blog I explored Santa’s delivery service and ITIL.
This Blog I would like to explore Santa’s workshop – which I am sure would be a technology haven just so all his toys can be made by the deadline of December 24….
ITSCM - what would Santa do if a disaster struck??? – images of hot standbys come to mind – but what about all that snow??? (sorry – couldn’t resist) – where would his Disaster recovery site be?? - the South Pole? –and what would his BCP’s be – back to the old spin tops and wooden horses and trains? (actually, would definitely be the case if he hasn’t updated his ITSCM plan…)
Service Desk – suddenly I have images of elves ringing to make service requests, report incidents and having other elves offer workarounds…
Supplier Management – now this would have to be huge… that is if he outsources all his toy making (hmm – would Santa do that?) – of course he would! – there is no way Santa would break patents and copyright to make his own ipod, psp, barbie dolls etc…
The more I look at it (again whilst drinking my red) the more I see the true value of Santa having a very mature ITIL framework in his “little, humble” toy factory…
Till next time Cheers from the ITIL Australia Team at The Art of Service
Michael
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A word from an elearn participant…
‘I just took and passed my ITIL V3 Foundation Exam. I want to put in a good word for your online learning site and the book.’
And a word (or two) from a program interpreter…
‘As an interpreter, I have had the opportunity of working with probably hundreds of facilitators from around the world, many of which are top specialists in their respective areas of expertise. Even though it has been a wonderful and enriching experience working with so many reknowned speakers, I must say that very few have the capacity to really get participants engaged and involved as Ivanka Menken of The Art of Service does.
Besides a wonderful sense of humour, she maximizes everybody’s performance by challenging participants every single instance during class, yet does this in such a magical and fun way that it is impossible to not want to get involved in the activities.
Interpreters always dread speakers who are unclear and lack objectivity in their speech. Even though the topics discussed in her classes were quite complex from a technical perspective, translating Ivanka was a rather simple and incredibly delightful task due to her direct way of addressing things in simple terms. Undoubtedly, she has a very special gift for presenting and teaching that very few people have.’
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The Stress Management workshop examines the effects and outcomes of stress, the foundation for some of the largest health problems in the world today. Jackie explores the objectives of the workshop, and realises that stress is more about attitude than physical or physological illness - it is what we do about stress that determines how it affects us.
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Posted in Product Launches on Dec 11th, 2008 No Comments »
This self-study exam preparation guide for the ITIL V3 Service Capability RCV certification exam contains everything you need to test yourself and pass the Exam, including all the processes, and inputs and outputs. Exam topics are covered and insider secrets, complete explanations of all ITIL V3 subjects, test tricks and tips, numerous highly realistic sample questions, and exercises designed to strengthen understanding of ITIL V3 concepts and prepare you for exam success on the first attempt are provided.
Can you imagine valuing a book so much that you send the author a “Thank You” letter?
Tens of thousands of people understand why the material by The Art of Service is a worldwide best-seller. Is it their years of ITIL experience? The endless hours of ongoing research? The interviews with those who failed the exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on making sure you don’t waste a single minute of your time studying any more than you absolutely have to? Actually, it’s all of the above.
This book includes new exercises and sample questions never before in print. Offering numerous sample questions, critical time-saving tips plus information available nowhere else, this book will help you pass the ITIL V3 Service Capability RCV exam on your FIRST try.
Done the ITIL V3 Service Capability RCV course, up to speed with the theory? Buy this. Read it. And Pass the ITIL V3 Service Capability RCV Exam.
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Ok –so it just might be the theme of the month (goodness knows why???) – but I gotta explore this Christmas theme just a little more…
So – if Santa provided a service, which was to deliver Christmas presents to all the boys and girls – how do the ITIL processes align to this service:
Service Portfolio (V3): - can you imagine exactly what santa would have in his portfolio – way bigger than his sack – because that would be his catalogue – and can you imagine him, Mrs Claus and all the elves sitting down for a strategic planning meeting to discuss the latest and greatest toys – what’s in – what’s out(retired services) and what is to come that even he hasn’t thought of yet! – no wonder he is grey/white…
Validation and testing - who would test all the toys – and what do they do with them once tested??? – you can hardly donate them to poor families or orphanages – that would not be politically correct…
Release and deployment – does Santa do a “dry run” on the night before the night before Christmas – just to make sure he can cover the world.. and if not have a back up plan???? – and does he have a spare set of reindeers in his DRS (no – not “H” – R for Reindeer) in case they crash….
Can keep going on this – later…
Till next time Cheers from the ITIL Australia Team at The Art of Service
Michael
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