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Category : Technology | Tags : itil itsm it service management iso20000 technology it |
Posted in Uncategorized on Jan 30th, 2009 No Comments »
Our TAOS reporters discuss the exciting release of the new V3 Intermediate Capability and Lifecycle streams AND of the Managers V2-V3 Bridge as eLearning programs…
Posted in Product Launches on Jan 27th, 2009 No Comments »
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Who Knew ITIL Certification E-Learning This Quick and Easy Could
Make You Look This Good.
“The Art of Service has dramatically changed the way we deliver employee training. We can now deliver more training at less cost to a wider audience in a shorter period of time.”
On-demand eLearning: Don’t pay over $ 3,000.00 for a 5 day class room based course - you’re out of touch with your work for 5 days and including the course fee: the costs are insurmountable - take the online learning option instead and study at your own pace.
Course Description:
This intensive interactive course immerses learners in the practical aspects of the ITIL® v3 Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery.
The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.
This training is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.
This course is designed using an engaging, interactive and flexible online approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam: the APMG/EXIN Intermediate Level Certificate Operational Support and Analysis.
Learning Objectives: At the end of this course, the learner will gain competencies in:
As well as preparing participants for the exam.
Audience: The Operational Support and Analysis Capability course will be of interest to:
Benefits:
By developing participants’ knowledge regarding the ITIL framework it will enable:
Pre-requisites:
ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation Certificate plus Bridge Certificate. It is highly recommended that you read the Operational Support and Analysis book prior to commencement of this program.
Delivery:
The program combines short presentations supported by accredited trainer audio. There are also quizzes and exercises (marking scheme provided) to ensure learners are testing their knowledge and competency to enhance understanding of key concepts. Revision questions and a mock examination help to prepare for the multiple-choice APMG/EXIN examination.
This program is an eLearning Program.
Program Materials
About the Examination and Certification:
Posted in Uncategorized on Jan 23rd, 2009 No Comments »
Ask Claire is the new podcast segment from The Art of Service, specifically dedicated to answering your questions! Our product manager, Claire, shares her extensive knowledge and personal viewpoints on various Service Management topics, welcoming any questions/comments from our listeners.
Posted in Product Launches on Jan 22nd, 2009 No Comments »
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This Service Strategy Toolkit (60 Documents) is created to give you a head start and strong foundation in mapping and developing your IT Service Strategy.
There is a lot more to implementing ITIL Service Management than meets the eye. The ITIL Framework is quite large and at first may be daunting if you are investigating the implementation of the framework in the IT organization.
The first step is to understand the current situation. Where are we now? What is our current state of affairs? What can stay, and what has to change?
This is also the time when your team will create the vision for the future: where do we want to be? What type of IT organization do we want to be, and what level of maturity is required? The planning stage of an ITIL Implementation project can last anywhere between a month and a year. However, without this solid planning phase the outcome of the project will most likely be at risk.
Based on the outcome of this assessment a long term plan can be painted as well as a selection of the first few processes that will be improved and implemented.
IMPLEMENTATION OF SERVICE STRATEGY
Strategic positions are converted into plans with goals and objectives for execution through the Service Lifecycle. Service Strategy discusses the reason WHY the IT service is needed, and to what extent the service would be needed by the customers. The processes are driven by the need to service specific customers and market spaces and are influenced by strategic perspectives as a service provider.
Plans are the means of achieving those positions. They include the Service Catalogue, Service Pipeline, Contract Portfolio, financial budgets, delivery schedules, and improvement programs. Plans will ensure that each phase in the Service Lifecycle has the capabilities and resources necessary to reach strategic positions. Clarity and context for the development of these is provided by the Service Lifecycle.
The intent of strategy into action through Service Design, Service Transition, Service Operation and Service Improvement is translated through plans. Service Strategy provides input to each phase of the Service Lifecycle.
All the 60 Service Strategy Files you will get with this Toolkit:
Posted in Service Management Update on Jan 20th, 2009 No Comments »
To quote a long established phrase that most have heard, “No man is an island”. The phrase comes from a longer quotation by John Donne (1572-1631), and while himself a Christian, the concept is shared by many religions, principally Buddhism. The general meaning of the phrase (and longer quotation) is that human beings do not thrive when isolated from others, we are all connected and therefore events and changes affecting another human being affects us all.
Although abstract, this concept provides an engaging way in which a service provider should approach the management of IT services. Like the original quote, no service provider is an island, so events and changes affecting their customers and suppliers will in turn have some consequence for them.
What does this mean for IT Service Management and the practices involved in Supplier Management? Well based on this principle, we need to ensure that we carefully evaluate, select, manage and review any suppliers who will be involved in some way in the delivery and support of IT services, and be sure to develop and foster the relationship in a mutually beneficial way. As many organizations have found out recently, the death of a supplier (caused by a severe economic downturn) may well mean their own future existence could be short lived. “..never send to know for whom the bell tolls; it tolls for thee”.
Tim Malone
ITSM Educator
The Art of Service Pty Ltd
Posted in Service Management Update on Jan 16th, 2009 No Comments »
WOW - that is one massive title…
The reason why I wanted to write about this subject of ITIL V3 intermediate exams is because I find it very difficult to ’sell’ this policy to my accredited trainers and our delivery partners.
This is the issue:
The Art of Service (and every other Accredited Training Organization) has to employ accredited trainers to be able to deliver the ITIL certification programs. This is part of the accreditation stipulation and we pay an annual fee per trainer for this accreditation, I get that.
But, with the new ITIL V3 certification stream APMG has also changed the trainer requirements. It is now a requirement that:
every trainer who wishes to teach any of the ITIL V3 intermediate programs has to have their ITIL V3 Expert certificate AND the certificate of the program they are going to teach.
From a quality point of view, I sorta-kinda get that as well. For our organisation this means that each trainer must sit 10 exams (!!) as there are 4 ITIL V3 Intermediate Capability exams and 5 ITIL V3 Intermediate Lifecycle exams PLUS the Managing Across the Lifecycle. As we have course material for each of those programs, and anticipate to deliver all of them - we have to be prepared and have each trainer qualify for all possible courses…
But - what I don’t understand is why accredited trainers have to pay full retail for sitting their exams? This is why I started to think about this as a chicken-and-egg conundrum.
1. It is due to the trainers and their interaction with students that ITIL has become such a powerful and globally accepted management framework. And I am sure both EXIN and APMG reap the benefits from that! Also, don’t forget that we have to pay an annual fee for the trainer accreditation as well. However, on the other hand…
2. Looking at the obvious fact that APMG is a commercial organisation they are probably trying to squeeze every dollar out of the industry. Could it be that APMG hasn’t sold as many exams as they promised to OGC at the beginning of their contract last year, so what better way to beef up the sales figures than by first mandating that all trainers must sit for the exams and then following this up with a full price charging mechanism for said exams. That is an amazing way to make sales and revenue figures - almost a license to print money! The trainers have no choice but to sit for the exams…. kaaaaching!!
Without trainers you don’t have accredited courses so no exam participants - which means no $$$ for APMG. And by charging for each trainer exam, I am sure people will become very selective in the type of exams they are going to sit for. Less trainers means less students, means less knowledge about the framework, which means that it is less well-known (and/or implemented incorrectly so it doesn’t clearly offers the value to the organization) which brings the risk that IT organizations will be looking at alternatives… Cobit anyone?!
Ivanka Menken
COO - The Art of Service
Posted in Product Launches on Jan 14th, 2009 No Comments »
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For nearly 15 years, The Art of Service has been the guiding light for those in pursuit of satisfying and fulfilling employment in IT.
This SLA Manager edition has been completely revised and rewritten and is designed to work in conjunction with the latest best practices. At the heart of this Guide’s formula for your SLA Manager Role are five questions: Where does the SLA Manager’s role fit, What does it mean to be or become a SLA Manager, How to be a SLA Manager, When is a SLA Manager successful and Why be a SLA Manager. This Guide has all the answers and sets you up, well on your way to finding, keeping and being successful in the job you really want.
This book is not filled with theoretical babble but practical and useful information, knowledge and experience!
Packed with time-tested advice, This SLA Manager Handbook works as a good companion for those just starting out in the “real world” as well as for those who are thinking seriously about a career change.
If you have ever worked in or managed an IT organization, this book will not only answer a lot of your troubling questions, it will also explain matters that you did not know the questions to - just the obnoxious frustration of something that was not working.
It is with incredible ease, yet depth and understanding that this book ploughs through the important issues that concerns not only HR managers and CIOs, but anyone who wants to climb up the SLA Manager ladder.
This Guide is filled with Valuable hints, tips and guidance on how to successfully be a SLA Manager, it contains many forms, templates and checklists to get you going right away.
The Art of Service’s Guides have helped thousands of people find truly satisfying work. This guide tells you how you process information, make decisions and interact with the world around you in your SLA Manager role - and shows you what works best. Then, using workbook exercises and real-life examples to highlight the strengths and pitfalls of the SLA Manager, it shows you step-by-step how to ensure the best results in the shortest period of time.
And if you plan to stay in your job, the SLA Manager Guide provides savvy advice for getting the most out of your current career. Every other career guide offers generic, one-size- fits-all advice. But because it is based on this specific career, The SLA Manager Handbook helps you determine what you need to be more successful and satisfied.
Posted in Service Management Update on Jan 13th, 2009 No Comments »
Hi all,
Just a quick post today. Unless you have been hiding under a rock or sunning yourself on a remote tropical island somewhere you would have heard that the Microsoft held the public launch of the Windows 7 Beta last week. Looking to repair some of the damage done by a lacklustre Windows Vista launch, the beta launch was such a success that the demand crippled Microsoft’s homepage as well as the beta download page while tech enthusiasts scrambled to download a copy. While so far the feedback has been positive as to Windows 7, if we had to rate the Redmond giant’s Capacity and Demand Management processes, well they might end up with a rating similar to that deserved by Vista (at least at launch).
Posted in Product Launches on Jan 7th, 2009 No Comments »
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The refresh of ITIL® into V3 brought impressive positive changes. The evolution of the core principles and practices provided by the framework provides the more holistic guidance needed for an industry that continues to mature and develop at a rapid pace.
Many organizations and individuals who had previously struggled with their adoption of the ITIL framework will continue to find challenges in ‘implementing’ ITIL® as part of their approach for governance of IT Service Management practices. In light of this, the primary goal of this book is to provide the support materials needed to enable the understanding and application of the ITIL® framework in a wide-range of contexts.
This comprehensive book is designed as an easy reference that will walk you through the 5 Lifecycle critical steps you need to take to create a successful portfolio of IT Services. In addition you will learn how to manage and refine your service portfolio as your company’s business evolves.
The one overriding benefit that the “How to Develop, Implement and Enforce ITIL V3’s best practices” book brings you is speed: save time, don’t reinvent the wheel, have instant access to the PDF and reap the benefits.
Measurable returns by using the book can be found in time savings, cost savings and increased revenues for your ITIL and It Service Management initiatives.
And personally, in your day-to-day role you will benefit from top notch ITIL best practices experience, right at your fingertips.
Posted in Service Management Update on Jan 7th, 2009 No Comments »
The Exin percentage shows the Global total, as reported by EXIN.
In summary: The Art of Service courses score well above the Global benchmark:
Foundation TAOS – 84%
Foundation Partners – 87%
Foundation TAOS & Partners – 86%
EXIN – 79%
Foundation Bridge TAOS – 97%
Foundation Bridge Partner – 82%
Foundation Bridge TAOS & Partners – 87%
EXIN – 74%
IPAD TAOS – 100%
EXIN – 57%
IPPI TAOS – 100%
EXIN – 44%
IPSR TAOS – 67%
EXIN – 68%
IPRC TAOS – 100%
EXIN – 58%
Service Support TAOS – 50%
Service Support Partners – 54%
Service Support TAOS & Partners – 52%
Service Support EXIN – 46%
Service Delivery TAOS – 75%
Service Delivery Partners – 59%
Service Delivery TAOS & Partners – 61%
Service Delivery EXIN – 43%
Managers Bridge TAOS – 71%
Managers Bridge Partners – 100%
Managers Bridge TAOS & Partner – 80%
Managers Bridge EXIN – 69%
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