ITSM Advisor 
In This Issue
ITIL Lifecycle in Florida
Jayne Explains MALC
Intro to ITIL
Idle ITIL Humor
ITSM Professor's Blog

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ITIL Foundation 

 

ITIL Capability


 
From ITIL-to-ISO in 1 day

 Class Schedule

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Complimentary Webinar:

webinar

Join us on July 19th, at 11am ET, for this month's "webucation".

    
IT Matters: Maximizing the Strategic Value of IT Investment. Dennis Ravenelle, Technical Project Manager, Harvard University.
 
Based on his book, IT That Matters: An Executive's Guide to Maximizing the Strategic Value from your IT Investment,  Dennis Ravenelle, Harvard University, draws upon award-winning case studies, the prestigious faculty of the Harvard Business School, etc.  Dennis' research reveals that whether IT is part of the solution or part of the problem, IT matters.  He distils and serves up the eight imperatives that executive leadership must adopt and execute to ascend the maturity scale.
 
Click Here to Register
Survey

Into the Future....

 

Please take this quick, 3 question survey about formats for Learner Manuals:

  • Hard Copy Learner Manual
  • eBook Learner Manual
  • Downloadable PDF

Thanks in advance for your input!
ITIL Lifecycle Dates Added
ITSM Academy adds new ITIL Lifecycle dates to the Florida Classroom Schedule. ITIL

Now delivered in 3 days with the exam on the 4th morning:
  - Service Strategy: Mon-Thur, October 1-4
  - CSI: Mon-Thur, November 12-15
 
 Lifecycle classes also delivered in our Instructor-led Virtual Classrooms
Jayne Explains:
MALC 2011 Has Been Released
Jayne Groll
According to ITIL's official accreditor, APMG, "....The new MALC takes a managerial, strategic perspective of ITIL across the lifecycle.  It has been our aim to produce a MALC syllabus and examination which is deserving of its position as the final 'capstone' leading to the prestigious ITIL Expert certification." 
 
Candidates who took their course using the 2007 edition of the books and need to retake the exam can do so until August 31st.

Read More

 

Note: ITSM Academy conducted our first MALC 2011 course the week of June 4th, with fantastic results!  Congratulations to all the new ITIL Experts!

ITSM Bookstore

NEWLY UPDATED, the official Intro to ITIL! 

The Introduction to the ITIL Service Lifecycle  

 This book summarizes the best practice in the ITIL Lifecycle Suite; explaining the basic concepts of ITIL and providing information on each stage of the service lifecycle.
Bookstore logo 142px 
 
ITSM Bookstore, a division of ITSM Academy, is your source for the latest
IT Service Management (ITSM) publications. 
Fun in the Classroom
Thanks Carla B. of Austin, TX and Omar G., of Orlando, FL for sharing: 
"Carla's ITIL Wisdom™" 
  • Do-Do (pronounced "doo-doo") - A reminder that IT Operations is the Function thatAlumni logo 142px does the work designed and implemented during SD and ST respectively.
  • "Ducky Ducky" - A reminder that sometimes we have to stop overanalyzing things and call them what they are... "If it looks like a duck, swims like a duck and quacks like a duck... then it IS a duck".  As technical folks it's in our nature to make things more complicated than they need to be... A way to apply the "ducky ducky" philosophy, for example, would be: "If it looks like a request... then it is a request (not an Incident!)." 
  • Kumbaya - This is a reminder of the importance of Event Management... If the Service Desk is aware of outages before our customers swarm the phone lines, then we can just sing "Kumbaya" with them and reassure them that we are aware of the issue and working to resolve it.
  • "Hokey Pokey" - Just like the "hokey pokey participation dance", high quality Service Management requires all functions/roles/groups/teams (etc.) to "work together" to the tune of our SLA's and Best Practices....
ITSM Professor's Blog
ITSM ProfessorITSM 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:

·  Linking Employee and Customer Satisfaction

·  Building a Community of Practice (Part 1) 

·  Building a Community of Practice (Part 2)

·  Conducting Productive Meetings

·  6 Reasons for Microsoft Operations Framework (MOF)

 

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.
Hornbill Webinar Series
ITSM Academy's Co-Founder and President, Jayne Groll, has been invited to serve as Subject Matter Expert in a Hornbill Webinar Series: Five Proven Strategies for Reducing Costs with ITSM
 
This 3-part webinar series offers insights on how you can cut IT and business costs by applying IT Service Management processes and techniques.  After Jayne presents, the Hornbill team will demo their software. 
When you register for part 1 of this webinar series, you will automatically be registered for parts 2 and 3. All sessions will be recorded and available to watch on demand at a time that suits you.

Happy Fourth of July!       

 

 

With the holiday approaching, we found a list of unique and historical celebrations that we wanted to share with you:
  • Held since 1785, the Bristol Fourth of July Parade in Bristol, Rhode Island is the oldest continuous Independence Day celebration in the United States.
  • Since 1868, Seward, Nebraska has held a celebration on the same town square. In 1979 Seward was designated "America's Official Fourth of July City-Small Town USA" by resolution of Congress. Seward has also been proclaimed Nebraska's Official Fourth of July City" by Governor James Exon in proclamation. Seward is a town of 6,000 but swells to 40,000+ during the July 4 celebrations.
  • On the Capitol lawn in Washington, D.C., "A Capitol Fourth," a free concert, precedes the fireworks and attracts over half a million people annual
  • Since 1916, Nathan's Hot Dog Eating Contest in Coney Island, Brooklyn, New York City supposedly started as a way to settle a dispute among four immigrants as to who was the most patriotic.

See Full List