| New V3 Lifecycle Course: Service Operation |
 Class Starts May 11th in Fort Lauderdale
This 3-day course is intended for those involved in, or requiring a deep understanding of, Event Management and monitoring, Incident Management and service restoration, Request Fulfillment, Problem Management and root cause analysis and Access Management.
|
| 2009 itSMF USA Fusion Conference |
Donna Knapp Tapped to Speak 
ITSM Academy Instructor and Curriculum Development Manager, Donna Knapp, has been chosen to present at the itSMF National Conference.
Donna will be presenting "Service Desk: State of the Future Report". ~ Customer satisfaction remains the primary goal for Service Desks but who those customers are and how to satisfy their demands will change for the foreseeable future. This session looks at Service Desk industry trends and provides a future state roadmap, along with practical planning tools and advice based on lessons learned.
The 9th Annual itSMF USA Conference & Expo will be held Sept. 20-23, 2009, in our "2nd Hometown", Dallas, TX. We look forward to seeing you there! |
| ITSM Academy Alumni |
"We are finally getting further governance of the ITIL framework in place! Thanks for the ideas we went over in class. I presented a paper to my boss and his boss concerning the RCV duties, responsibilities and dependencies. They are really wanting to take things to the next level and we are better defining our process/policies/procedures as we speak. I am more excited about our direction than I have been in many months. Thanks for your great insight. I really appreciate the effort you put into teaching.
You guys are awesome."
Sandy S., Change Manager, State Government
|
| CPDE Comes to NY (Well OK, New Jersey) |
There are many process frameworks that define best practices for achieving quality IT Service Management - ITIL�, ISO/IEC 20000, MOF, CobiT, CMMI, etc. While each describes a set of integrated processes and controls, none provide step-by-step methods and techniques for actually designing, re-engineering and/or improving those processes. This five (5) day Certified Process Desing Engineer (CPDE) course does just that, by converting the theoretical into the practical. It couples prescriptive advice with hands-on opportunities to analyze, design, measure and integrate service management processes. The knowledge obtained in this course applies to every Service Management framework, standard and maturity model.
|
| ITSM Bookstore - Spring Sale |
|
Six Sigma for IT Management - A Pocket Guide, an official itSMF title
This handy reference guide provides a coherent view and guidance for using the Six Sigma approach successfully in IT service organizations. It aims to merge ITIL and Six Sigma into a single approach for continuous improvement of IT service organizations.
Buy it through May 15 - at 30% off! - $13.95
ITSM Bookstore, a division of ITSM Academy, is your source for the latest IT Service Management (ITSM) publications.
|
| Trainer Tip - Change Impact Analysis |
 Did you know that ITIL V3 has a prescription for performing an impact analysis of a proposed change in the form of seven (7) "R" questions?
- Who RAISED the change?
- What is the REASON for the change?
- What is the RETURN required from the change?
- What are the RISKS involved in the change?
- What RESOURCES are required to deliver the change?
- Who is RESPONSIBLE for the build, test and implementation of the change?
- What is the RELATIONSHIP between this change and other changes?
I would add or clarify a couple of questions:
- What is the COST of the change?" (broken away from the Resources question)
- What is the TIMELINE for implementing the change?
Other than that, I believe that these are meaningful and well-rounded questions. They can serve as a good foundation for a Request for Change template and informed Change Advisory Board discussions. | |
Happy Mother's Day! 