theartofservice

He/she who knows more, stays longest…. (as part of the “Anti”-Service Management Framework)- Knowledge Management.

When we talk Service Management, we are really speaking in general terms about all for the “common good”… we never really talk about the individual and the “what’s in it for us?” aspect… until today…

Knowledge Management – its goal is to enhance the organization’s decision making through ensuring that knowledge is captured, managed  and shared… And why do we want to do that??? So if someone leaves, they don’t take their knowledge with them… Hmmm..  Great business sense – but not so great for the individual…. They say that noone is indispensable… but as an employee, isn’t it in MY best interest to make me as indispensable as possible? – From a job security perspective?  The more I share, the less they are likely to need me… (No – I’m not paranoid… who said I was???)

When I look at Knowledge Mgt from an individual perspective – why would I pass on my wisdom to become someone else’s data/knowledge? What’s in it for me?????. Except the increased likelihood of Retrenchment? The way I see it… in these tough economic times, I am more likely to be retained over someone else who doesn’t have as much knowledge/wisdom as me….

To me, Knowledge Mgt should more reflect the concept of play your cards close, don’t share – make them NEED YOU! – Whether it be individual, or even organizational (spare the thought of outsourcing)…. He/she who knows more, stays longest!!!!

I think there’s something in that for all of us, don’t you????

Cheers Till next time from the team at The Art of Service

Michael

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Inverse Demand Management….. (as part of the “”Anti” – Service Management Framework)

Demand Management – aim is to influence user behavior by physical or financial means….

In our IT Service environment, we work hard to manage capacity through Demand Management.  But what about the concept of “inverse demand Management”? ie – encouraging the use of “more” than required service?  Why would we want to do that??? You might be thinking???  Wouldn’t that create a greater workload for us? Cost more… and so on??? Maybe….

Demand Mgt is about influencing user behavior… so – why not influence them to use more when it suits us to do so??? Eg – encouraging users to call the service desk, or promoting the use of 1 particular service over another similar, yet more expensive service.

We are influenced in real life everyday to use something “more”  than we are currently using… It’s classic marketing… sometimes overt, sometimes not…

An example of this -  for a while now, I have been using the same washing powder.  I know that you are suppose to “use 1 cap per load”.  My last container suddenly has a cap with twice the capacity (ie longer lip thing).  It still says use 1 cap per load….. hmmm.. suddenly i am needing to buy more.. and them hoping that I didn’t realize why…..

The benefits… all in favour of the product owner…  more income, more usage, more dependence on the product or service….

There’s something in that for all of us, don’t you think????

Till next time

Cheers from The Art of Service

Michael

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This morning, The Art of Service officially released their new ITIL v3 Intermediate Programs.

The intimate launch with our highly respected and experienced ITSM colleagues generated some interesting and thought provoking discussion.  Key points included:

• Economic influences – with the current global economic issues, organizations are faced with increasing pressure to provide value for money, identify ways to promote and market their services which acknowledged this “economic spiral”.  Central – was an agreement that training is vita to the success of service delivery… good news for us!
• Uptake – an increasing number of organizations are starting to “dabble” in v3 – some full blown implementation, some just as a “poly filler” approach  - taking key v3 processes which specifically add immediate value to organizations eg Request Fulfilment, Event Management
• Management buy in – same old story – but still relevant – how do you convince the upper echelons that training and certification is necessary – not only for improved service delivery, but also as retention incentives….

Positive outcomes from this launch:

• Feedback on Intermediate programs – and all was positive
• Clarity re program offerings
• Incentives to pursue Intermediate/Expert Pathway
• Praise for the development and creation of a textbook for each of the Intermediate Capability Programs.  Appreciation was there for cost savings of not having to buy 1+ OGC ITIL Books.

Yes – we are EXCITED! – and have very good reason to be!

Till next time

Cheers from The Art of Service

Michael

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Today I thought I would briefly share with you the content of the ITIL v3 Lifecycle Programs.  These 4 day courses are each worth 3 points toward the Expert Status.

Service Strategy

• Service Portfolio Management
• Demand Management
• Financial Management

Service Design

• Service Level Management
• Service Catalog Management
• Supplier Management
• Availability Management
• Capacity Management
• IT Service Continuity Management
• Information Security Management

Service Transition

• Service Validation and Testing
• Knowledge Management
• Evaluation
• Change Management
• Release and Deployment Management
• Service Asset and Configuration Management

Service Operation

• Incident Management
• Problem Management
• Event Management
• Request Fulfilment
• Access Management
• Technical Management Function
• IT Operations Management Function
• Application Management Function
• Service Desk Function

Continual Service Improvement

• Service Measurement and Reporting
• 7 Step Improvement Process
• Service Level Management

The Generic Program Content for each program is:

• [Lifecycle Phase] Principles
• [Lifecycle Phase] Processes/Functions
• [Lifecycle Phase] Technology Related Activities
• Organizing for [Lifecycle Phase]
• Considerations of Technology
• Implementation and improvement of [Lifecycle Phase]
• Exam Preparation

You are required to purchase the relevant OGC Lifecycle Book for these programs.

I hope that this has helped to clarify the different Lifecycle Modules. A very exciting time for the ITSM industry.

Till Next Time

Cheers from The Art of Service

Michael

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We are still EXCITED!!!!

Yesterday, I announced that we are launching our ITIL v3 Intermediate programs this coming Thursday.

Today I thought I would talk more in detail about the Capability Modules:

Release, Control and Validation (RCV) [Available NOW] Processes:

• Service Validation and Testing
• Knowledge Management
• Request Fulfilment
• Evaluation
• Change Management
• Release and Deployment Management
• Service Asset and Configuration Management

Operational Support and Analysis (OSA) [Available NOW] Processes:

• Event Management
• Request Fulfilment
• Access Management
• Technical Management Function
• IT Operations Management Function
• Application Management Function
• Service Desk Function
• Incident Management
• Problem Management

Service Offerings and Agreements [Available NOW] Processes:

• Service Portfolio Management
• Service Catalogue Management
• Demand Management
• Supplier Management
• Service Level Management
• Financial Management

Planning, Protection and Optimization [Available January 2009] Processes:

• Information Security Management
• Risk Management
• Demand Management
• Availability Management
• Capacity Management
• IT Service Continuity Management

The great part about the titles of these programs is you can easily tell by the name if it is relevant to you… otherwise the processes definitely help to clarify the relevance of the program.

We have developed individual textbooks for each of these programs which cover all the processes and content required for this course.  The benefit here is you do not have to buy the OGC books, which are more expensive and, apart from the OSA Program, will require you to buy at least 2 OGC Lifecycle books for the remaining courses…. YOU SAVE by only buying our textbook!

Remember – the Capability Programs are 5 days each and are worth 4 points each toward attaining your Expert Status..

Tomorrow – the Lifecylce Modules…

Till Next Time

Cheers from The Art of Service

Michael

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We are EXCITED!!!

This coming Thursday 23 October is the official launch of our new ITIL v3 Intermediate Programs.

It has been a long time coming since the Intermediate Pathways was announced by APMG in 2007.

We are excited as the programs are an extension to the ITIL v2 Programs (which by the way will still be offered).

Briefly today – but more over the next few days, a refresher on the Intermediate streams:

Lifecycle Stream -5 programs tailored around the 5 ITIL v3 Lifecycle Books.  These 4 day programs delve into the specific lifecycles of Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.   I’ll talk more about these later.

Capability Streams – these 4 programs are the new “V3 equivalent” to the old v2 Practitioner programs.  These are: Release, Control and Validation(RCV); Operational Support and Analysis (OSA); Service Offerings and Agreements (SOA); and finally Planning, Protection and Optimization (PPO).   Each program is 5 days, and cover the relevant processes associated with each Module.

What is most exciting for us is the release of 4 new textbooks which will be used for the Capability Programs, so participants wont have to fork out for the complete Lifecycle suite… major cost savings there!

Our Research and Development team have been working overtime to ensure these programs and text books are ready for our upcoming courses.

To see when click here…

Tomorrow – the Capability modules in detail….

Till next time

Cheers from The Art of Service

Michael

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Preparing for you Managers exam is a process in itself…

You can try and memorize EVERYTHING in the 2 books, or you can develop your own study aids…

Study Aid Recommendations:

o    Create detailed factsheets for all processes

o    Create mindmaps/table of interprocess relationship for all processes

o    Know your case study inside and out

o    Practise answering Manager style questions tying answer to case study

This is what I had to do to prepare myself for my exams….

Now – based on a combination of my study, and all those in my office who have gone through this, we have created a v2 Manager’s Exam Preparation Study Guide!!!! - so you don’t have to!

In it – you will find factsheets, interprocesses relationships, exam answering tips, as well as a complete practice Manager Exam for Service Delivery and Service Support, and answering guide.

So – you reap from our hard work! – how effective and efficient is that?????

Look for it on our website  – priced at only $USD89…

Till next time

Cheers from The Art of Service

Michael

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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

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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

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… I have a secret….

Much to the disgust and horror of many of my participants, I AM A MAC FAN!  So much so that my work AND home laptops are macs, my HDD/ wireless router is a mac, I have Apple tv, 3 ipods and yes – I HAVE AN iPHONE…..

And WHY??? – maybe because of the functionality of all products, maybe because of the ease and integration, and maybe even due to its aesthetic appearance… but really even I am aware that the only reason I got into Apple was because of its marketing!!!!!

My first Mac was sold to me via ads of Utopia!  I knew that I could buy a PC with the same functionality, and maybe it might even come in an aluminium casing… but could a PC make me feel good???

Seriously speaking – it was the perception of the value of the product that made me believe how good it was…  sure there are flaws in all the products I won – and I can honestly say that frustrations levels rise at times re them…. BUT  I accept it, and at times condone it… BECAUSE its an APPLE

As ITSM providers – the perception of our service can greatly affect the value….  It may not matter how excellent your service provision is – if its not perceived as worthwhile – you will always get complaints!

So – my advice… package it so it’s aesthetically pleasing…. Market your services like their life is less without it….. – even make it WHITE!!!!!

If they think they are getting a great deal – they will appreciate it more! – (the saying about ice to Eskimos seems relevant here…)

Hmmm….

As for me…. When asked about how my iPhone is going…. “I’m still getting use to it”…..is my usual response… (but we all know the real answer….) maybe another blog…

Till next time

Cheers

From The Team at The Art of Service

Michael

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