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| Webinars, Whitepapers & Events |
October Webinar: ITIL� Service Operation
Join us on October 15, 2009, 11am ET. In this monthly "webucation" we will discuss integrating ITIL Service Operation processes with your existing Incident, Problem, Request, Event and Access Management processes. We will also explore the various roles and functions involved in Service Operation and key best practices.
ITIL� Credit Profiler
The Credit Profiler has been updated and improved. It now provides more specific guidance to assist you in choosing the appropriate study path. By entering in the certifications you have earned, you can chart your path to ITIL Expert.
itSMF FUSION 09 - Dallas, Sept. 20-23
Will we see you next week in Dallas?
If so, stop by our booth, 208, for your chance to win a Free Seat in the Class of Your Choice! |
| Public Seat "Early Bird" Discounts |
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Book Early and $ave.
Early Bird's available for select courses/dates.
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| MOF Whitepapers... and other Free Tools |
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Microsoft has recently published two interesting whitepapers mapping its Microsoft Operations Framework (MOF) to ITIL V3 and ISO/IEC 20000:
Here at the Academy, we have always been big fans of MOF. It makes sense, it is filled with question-based guidance and the framework is free. Microsoft has generously provided job aids, templates and whitepapers, such as the ones referenced above. We think of MOF as, Service Management for the Masses.
As the whitepapers describe, MOF can be used to complement ITIL implementations and/or fulfill the minimum critical activities required for ISO/IEC 20000 certification.
Frankly, MOF's biggest obstacle is the big "M" that sits in front of the framework. There is a common misconception that MOF only applies to environments that are heavily invested in Microsoft technologies. The truth is that the best practices in MOF apply to any environment. The guidance is very generic and is not tool-dependent. Microsoft products are not part of the course or the complimentary documents... they should really drop the M...
The core MOF materials can be downloaded at www.microsoft.com/mof. There is also a MOF community for sharing ideas.
Whether you are already walking down the ITIL path or just starting out, there is real valuing in giving MOF a read.
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| Back on Campus:
Customer Service Excellence for the Service Desk Professional |
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October 27-28 in the Dallas Training Center
we are offering a special on seats in our upcoming
Customer Service Excellence for the Service Desk Professional
"Buy One Get One"
Promo Code is CS_BOGO
Class will be held in our Dallas Training Center, Tuesday October 27th
This two (2) day workshop is a highly-interactive course that focuses on the soft skills needed to deliver superior customer support such as listening, verbal communication, writing, problem solving, team building and stress management. It's a lively course filled with assignments, checklists, tips and techniques that analysts can put to use immediately.
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| Trainer Tip - Process Improvement is Like Driving a Stick Shift |
 Have you ever driven a stick shift car?
At first, it feels as if there are way too many steps to remember just to move from park to drive. Step on the clutch, put the car into gear, ease off the clutch as you gently press on the gas. Once you are moving, you then have to upshift and downshift to navigate thru traffic, all the while hoping not to stall the car or strip the gears. What if you get stuck on a hill? It takes all of your skill not to slip into the car behind you.
You may have thought, "Is this really worth it? If I were in an automatic, I could just put it into drive and go. This stick-shift is slowing me down".
So why do race cars choose manual transmissions over automatics?
The answer is simple - it gives the drivers better control, helps them meet the challenges of the track and allows them to go much, much faster.
Read the rest of this Blog |
| ITSM Bookstore - Back to the Basics |
As the kids head back to school, this is a great time to get back to the basics ourselves.... If it's been a while since you've had formal ITIL Education, then this is a good time to (re)read Foundations of IT Service Management based on ITIL. This book succinctly covers the key aspects of the ITIL Lifecycle, and is a great refresher.
ITSM Bookstore, a division of ITSM Academy, is your source for the latest IT Service Management (ITSM) publications. We pride ourselves on having books in stock, ready to ship within a day!
www.itsmbookstore.com
Official OGC Books | itSMF Official Titles |
| ITSM Academy Alumni |
Look for us on Thought Rock.
More details coming soon... and boy, are you alumni going to like this one!
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"We would like to thank everyone at ITSM Academy and especially Gerri for supporting us in our pursuit of excellence in IT Service Management. Everyone I've spoken with has expressed how much they enjoyed the class and gained a better understanding of the ITIL processes. Gerri gave us all the information we needed and in a way that was easily understood. We very much want to express our gratitude and appreciation for all the excellent training provided by some of the best instructors in the business. We look forward to expanding our knowledge base of ITSM through future classes locally and at your location." ~ Jim S., Service Desk, Federal Government
Please join our Group and connect with other Alumni
Weekly announcements with class specials, new course launches, etc! |
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Autumnal Equinox, September 22 
The September equinox occurs at 21:19 (or 9:19pm) Coordinated Universal Time (UTC) on September 22, 2009.
The word "equinox" derives from the Latin words meaning "equal night" and refers to the time when the sun crosses the equator. In modern times this word is used to refer not only to the positions on the ecliptic but also the times of the year when the sun has reached them. To many ancient people, the waning of the light signaled death. For example, in Welsh mythology, this is the day of the year when the God of Darkness, Goronwy, defeats the God of Light, Llew, and takes his place as King of the world. Read More
Happy Learning!
ITSM Academy | ITSM Bookstore |
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