ITSM Academy News and Events

Eddie will share with us why it's important to use metrics, and the UM approach. He will wrap the session by providing attendees with tangible advice that can be applied to any support organization.

Click Here to Register

New on Campus

ISO/IEC Foundation Bridge

ITIL-to-ISO in 1 Day

ISO/IEC 20000 Foundation Bridge is a one (1) day, instructor led course designed for IT professionals certified in ITIL looking to learn, and become certified in, ISO/IEC 20000.

The course is delivered in our Virtual Classroom, (4 hours per day, over 2 days).

ITIL Certified Professionals:

Earn your ISO/IEC 20000 Foundation certification

in just 8 class hours!

Learn More

itSMF Fusion: Don't Miss ITSM Academy's Presentations

For a glimpse into today's top-of-mind issues and challenges, attend the most popular sessions at FUSION 11, the largest service management conference in the US.

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Jayne Groll, ITSM Academy's cofounder and president, is presenting Session 605: The Best of Both Worlds: Creating a Business Service Catalog and Technical Service Catalog. If you plan on attending, we recommend you arrive early as Jayne's presentations are always standing room only!

Michael Cardinal, one of our Senior Instructors, is presenting Session 303: Effective Questioning for ITSM. Michael provides participants with practical techniques and methods for using effective questioning to help turn data into wisdom. This is a unique session that you won't want to miss.

Please stop by our booth (#720) to say hello to the team and enter our CPDE and ISO/IEC 20000 Foundation Bridge raffles!

Hope to see you in DC!

ITIL Foundation in Reston Virginia

Speaking of DC, we've added another ITIL Foundation class in Reston Virginia, starting on November 15th.

Check out our Public Schedule to see all of the locations where we are now offering our classes.

Have a particular location you would like for us to train in? Just email us and let us know your city preference.

ITSM Academy Alumni

Alumni logo 142px "I look forward to participating in the Alumni program and reconnecting with the itSMF local interest group. The CPDE course, my classmates, instructors and staff are all awesome and highly motivating!" ~ Alphonso W., CPDE, Service Delivery and Regional Operations, Global Enterprise Software Organization

Read More Testimonials

ITSM Bookstore

ITSM Bookstore, a division of ITSM Academy, is your source for the latest IT Service Management (ITSM) publications.

We have more ITIL 2011 books coming this week, order yours today!

www.itsmbookstore.com

Official ITIL Books | itSMF Official Titles

Jayne Explains - New ITIL 2011 Processes

Two of the new processes we are covering in ITIL 2011 Foundation are Design Coordination and Transition Planning and Support.

These processes have very similar activities, and those activities can be compared to the role of a conductor for an orchestra. The conductor is responsible for...

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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:

· ITIL 2011: Strategy Management

· ITIL 2011: Business Relationship Management

· Major Incidents and Problem Records

· Reasoning for Problem Management

·  Incident - vs - Problem

·  The Service Design Package (SDP)

·  Quick Wins

Read Blog

Join in the conversation - Email your questions to Professor Wise at itsmprofessor@itsmacademy.com.

He will post your question, along with the answer.

ITIL 2011 Vodcasts

Best Practice Management Videos

Free educational videos (vodcasts) have been released for the ITIL 2011 Edition publications.

Click Here to watch the Official ITIL 2011 Videos.

National Customer Service Week (NCSW) is Just Around the Corner!

This year NCSW is October 3-7, 2011

Always the first week in October, National Customer Service Week (NCSW) is designed to raise awareness of customer service and the vital role it plays within an organization. It is also an opportunity to say thank you to those who work in customer service for a job well done. Organizations take part in NCSW by hosting events in their workplace. These events can be large or small, serious or fun, they can be held all through the week or just on one day.... It's up to each organization to decide how to celebrate.

Many organizations use this week as an opportunity to provide training and refocus the efforts of their Service Desk staff. Two of our workshops are perennial favorites for NCSW:

to learn more about our workshops,

and how ITSM Academy can

educate and inspire your team.

From the Huffington Post....

Now that Labor Day is over, you may have found yourself wondering what there is to celebrate since September's major holiday was here and gone in the first week. Sure, you could recognize the return of football and the winding down of baseball season, but where's your holiday spirit?

There are plenty of off-the-beaten path holidays to celebrate this month to keep life interesting. Here are some fun September holidays you may not know about, and a few tips on how to celebrate them: Read Post

Happy Making-Up-Your-Own-Holiday!

ITSM Academy | ITSM Bookstore