theartofservice

Hats off……

I have spent the past week educating a private corporation on ITIL v3.  This mid sized company has been working toward an ITIL based Service Management Framework for the past 6 months.  They started with the usual Service Desk, Incident Mgt and also introduced Change Mgt.  They are currently working on implementing Service Level Mgt, along with Release and Deployment.

What makes this gratifying is the energy and enthusiasm they are displaying toward this journey.  Management has committed to this and demonstrating this by investing in training and certification for their staff.

As per usual, I engage in chats  with participants about “where they fit” in the ITIL framework.  One person saw his pathway…. He has passion for support, thrives on the challenge of finding root cause – and as he describes it… works best with computers, not people… PROBLEM MGT is his calling, he proclaimed….

A new champion is born… and hopefully a new process for this service oriented company….

Hats off to the company for valuing their staff enough to train them, and hats off to the staff for taking advantage of it!

Till next time

Cheers from The Art of Service

Michael