|
|
|
| Webinar: Building a Tradition of Service Excellence |
 Join us on Sept. 16th 11am ET for our next webinar:Building a Tradition of Service Excellence
We will explore policies for handling difficult customer situations and complaints, monitoring, measuring performance, training, and the use of emerging technologies such as social media and chat.
Learn how to ensure your policies lead to both customer and staff satisfaction.
|
| New on Campus - Dowloadable Templates |
 Download some of the valuable templates available in the book heralded as, "the definitive source for Certified Process Design Engineers," Developing, Reengineering, and Improving IT Service Management
Six templates are available for download:
|
|
| Farewell to Service Manager | |
The ITIL V2 Service Manager Exams retire on August 31 2010.
Re-writes for the above exams will be available until June 10 2011.
For those of you who are Service Managers and haven't yet bridged to ITIL Expert, don't let your opportunity pass you by... we currently have 3 Service Manager Bridge classes scheduled before this exam retires in June 2011. Classes are scheduled in both Ft. Lauderdale and Dallas.
|
| Jayne Explains | | ITSM Academy at Fusion 2010 in Louisville, KY
I am thrilled to announce that ITSM Academy has once again been selected to deliver multiple educational sessions at the annual itSMF Fusion conference. - Read full blog.
Donna Knapp will be delivering pre-conference training:
Donna will also be participating in a breakfast club on Wednesday morning,
Michael Cardinal will be leading a free pre-conference workshop,
On Monday, September 20th at 10:00 am, I will present on the tricky topic of
If you are attending the conference,
please come by our booth for your chance to win a seat in our
and for your ticket to our exclusive party on Monday night
We will have a full bar, food and a live band. |
| The ITSM Professor's Blog |
 ITSM Professor is a positive environment for sharing knowledge, questions, ideas and insights into best practice IT Service Management standards and frameworks such as ISO/IEC 20000, ITIL and MOF. Recent posts include:
Please join in the conversation.
He will post your question, along with the answer. |
| New to the Bookstore | |
While popular frameworks and standards (ITIL, COBIT, ISO 20K, etc.) describe what to do, they do not describe the mechanics of how to do it. The ITSM Process Design Guide, the definitive source for ITSM process design, closes that knowledge gap.
"Thanks for the great recommendation. This book has all ready saved us time and money and I've only had it for 3 weeks!" ~ Adrian P., Process Owner, Utility Company
ITSM Bookstore, a division of ITSM Academy, is your source for the latest IT Service Management (ITSM) publications.
|
|
IT Service Management Professional (ITSMP)� Diplomas | |
 The ITSMP program offers diplomas in three (3) occupational disciplines based on IT Service Management (ITSM) best practices, frameworks and standards.
Companies are getting specific as to what skills they want in employees as evidenced by job titles being placed on job search sites. A few weeks ago, Indeed.com alone posted the following categorized jobs in the US:
"ITSM" - 760 new jobs
"Service Level Manager" - 37 new jobs
"Change Manager" - 606 new jobs
"Support Manager" - 1,215 new jobs
Looking for a new job, or worried about keeping your existing job?
A Diploma could make you a stand out and help you to advance your career.
Licensed by the Commission for Independent Education, Florida Department of Education |
| ITSM Academy Alumni |
 "Oh my gosh...what an amazing teacher!!!!!! I really loved this class. When I figure out my path, I'll definitely take my classes through your organization. It was a pleasure! Well done."
- Arianne G.
|
| The Benefits of a Learning Culture | |
New Bersin & Associates research shows a direct positive correlation between learning culture (the collective practices that encourage and enable open sharing of information and all forms of employee development) and business outcomes. The same research shows that most companies do not capitalize on this potential advantage.
Based on responses from 426 organizations, the study "High-Impact Learning Culture" identifies 40 specific practices that have the greatest business impact, based on correlation to 10 business outcomes: customer input, customer responsiveness, customer satisfaction, innovation, employee productivity, workforce expertise, time to market, market share, cost structure and learning agility.
The five practices that have the greatest business impact are:
-
Leaders are open to hearing the truth, including bad news
- Asking questions is encouraged of employees at all levels of the organization
- Decision-making processes are clearly defined throughout the company
- Employees frequently are given tasks or projects beyond their current knowledge or skill level to stretch them developmentally
- Employees have influence over which job tasks are assigned to them
Are you, and your organization, capitalizing on this potential advantage? |
|
