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ITIL Foundation
ITIL Lifecycle - V3
(SO|CSI) - More coming soon!
ITIL Service Manager Bridge
More DC classes!
Class Schedule
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| Webinars, Whitepapers & Events |
June Webinar: Keeping IT Real: What Virtualization is doing (or will do) to your ITIL Road Map - ITIL's Service Strategy and Design, along with Service Operations' Event Management process, can help you navigate some of the hazardous roads along the virtualization highway.
Join us as John Worthington discusses how ITSM and virtualization should be combined to keep IT on the right road to ITSM excellence.
South Florida itSMF LIG Meeting
Taking the Guess Work out of ITIL, includes a Case Study by Tyco Toys, Inc.
Thursday, June 18, 8:30 am
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| New V3 Lifecycle Course: CSI |
 Next class July 8th in Fort Lauderdale
This 3-day course focuses on the strategies, concepts and techniques for planning, implementing and optimizing a metrics-driven Continual Service Improvement (CSI) program to your Service Management initiative.
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| New on Campus - Virtual Foundation |
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ITIL Foundation Bridge Training at Your Desk (or in your PJs) - in our interactive, Instructor Led, Virtual Class
Delivered over 3 days - 4 hours per day 
- Attend class from anywhere via the Internet
- No travel costs
- Live interaction - instructors & classmates
- Balance training with daily work demands
- Take more time to absorb the course material
- Download study aids and exam taking tips
- Flexible exam scheduling
- Immediate results with on-line exams
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| 2009 Trend in Training - Courseware Licensing |
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For organizations looking to train a large number of staff, ITSM Academy helps overcome budget challenges through our Courseware Licensing program.
Taking a "teach them to fish" approach, clients are encouraged to designate one or more qualified employees to be groomed as internal instructors. Working with ITSM Academy's seasoned Supervising Instructors, Trainer Candidates follow a structured Train-the-Trainer (T3) Program.
When the Trainer Candidate successfully completes the program, organizations deliver their own classes, utilizing licensed ITSM Academy Courseware. This provides a dramatic cost savings, and allows our clients to keep moving forward with their vital training.
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| Trainer Tip - What IS a Process? |
| While I was working on some process improvements the other day it occurred to me that it could be very easy for people to get confused over the different elements that make up a process. So I thought I would jot a few down for everyone to help clear things up...
 First we have the process itself. This is a collection of specific high level steps that can happen in either a linear or parallel fashion to achieve specific objectives or outputs. It consists of a number of elements:
- Procedures: detailed instructions for the completion of a given process step
- Flowchart: a diagram showing the order and connection of process steps and decisions
- Inputs: the raw materials you use to create the process output
- Outputs: the end product or service resulting from doing the process steps and procedures
- Triggers: events that initiate the process
- Roles: the assigned responsibilities given to individuals using or executing the process
- Resources: additional tools, templates, technologies, finances, etc that will
 used to execute the process
Read the rest of this Blog |
| ITSM Bookstore - Spring Sale |
ISO/IEC 20000: An Introduction Book
This easy to read document is a detailed guide that explains the nature, content and aim of ISO 20K.
Buy it through June 15 - at 30% off! - $43.75
ITSM Bookstore, a division of ITSM Academy, is your source for the latest IT Service Management (ITSM) publications.
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| ITSM Academy Alumni |
 "Thanks to all of you for sharing your knowledge and experience in my recent ITIL SOA class. This was clearly one of the most important and valuable classes for me professionally." ~ Kristen C., I/S Strategic Consultant, Large Insurance Company
Please join our Alumni Group to connect with other Alumni
who find value and interest in ITIL, ISO, MOF, CPDE, etc.
Weekly announcements of class specials and new course launches! |
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The Perfect Day - by LHS
If my father could be with me again on Father's Day, I would make it his perfect day.
For all of you readers lucky enough to be able to spend time with your Dad, make it an extra special day with him. If he's anything like my dad, he's worth it!
Happy Father's Day.
I miss you Dad - more than 3!
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