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Service Management Art offers readily available training programs, enabling you to take action on changes now. These programs are designed with you, your people and your customer in mind - and will contribute to your bottom line. |
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13 processes more? Thanks...
In the last couple of months we have delivered several ITIL v3 Foundation and Bridging courses. Based on our experiences - and some of the issues expressed in the market - we would like to clarify our position and approach:
Main differences between v2 and v3:
- ITIL hasn't been "upgraded" only, but also expanded. This means that while we used to have 10 processes we now have 23 processes (depending how you count you could come up with more).
- Most of the new information is nothing really new, but it was never part of the v2 certification.
- The new additions to v3 are largely based on strategy/design and continual improvement. In practice, the discussion around these topics are not valuable for IT operations staff. It could be interesting to a select audience of senior IT managers.
- The familiar operational processes have been updated (a definite improvement).
APMG (the examination body) has developed a syllabus for the Foundation and Bridging course, that all accredited training courses need to follow.
The resulting effect on training courses:
- students complain about the amount of materials covered in the limited time, while students with v2 experience have a better response to the volume of materials in v3.
- the exam still has 40 multiple choice questions only, so there is less coverage of all the topics (while the student still has to study everything).
- students and trainers get frustrated because they feel they are being setup for failure and/or dissapointment.
It should be noted that the examination body has decided to re-evaluate the current Foundation certificate syllabus. This will take us well into Q1 2008 (or later), before we see the results.
In response, Service Management Art (SMArt) is doing the following:
- Our training materials partner (ITPreneurs) is managing the relationship with the examination body. If the syllabus changes, the course will be amended promptly.
- We have chosen ITPreneurs as our accredited training materials supplier (for students and trainer), and in addition - because of the high quality of the training materials (for certification programs they have in place) - ensuring that all trainers meet stringent certification processes.
- SMArt is offering the ITSM Foundation based on ITIL v3 pocket guide as an extra overview to the training materials.
- SMArt will start offering packages (ITIL v2 Foundation course with an ITIL v3 Bridging course) to provide a more effective training offering
- SMArt also offers customized training packages that address your organizations specfic needs.
We are committed to ITIL v3, but we also want to ensure that our customers have the best quality experience.
Visit www.itskeptic.org to view opinions on how the market looks at the ITIL v3 certification.
See below for our training dates! |
| Service Management Art - N E W S
ITIL v3 certification scheme changing again
For some interesting comments on ITIL V3 training, please visit the following website:
There are multiple pocketguides on ITIL available at this moment:
Due to comments from the different training organizations, the syllabus for the ITIL 3 Foundation course will be subject to some major changes in the next two quarters. Although it might not solve all the issues, it will benefit students and trainers, to focus on topics that are relevant for the exam.
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Peter's Power Play
Real Skills for the Real World...
The whole certification scheme around ITIL is still very unclear. After a couple of months of Foundation V3 certification, the accreditation body is re-assessing the certification scheme. Though it is not written in stone yet, the rumors are of course plenty. One of the rumors is that the manager's certification might be changed to multiple choices. The current exam is based on an essay style exam. Although my students might disagree with me, I think the current exam is well worth taking if you know how to handle the questions. It all comes back to consulting skills.
Let's analyze a sample question:
Provide three key performance indicators that show the efficiency of the Incident Management process for organization XYZ.
This question consists of multiple parts and unfortunately - like in practice - we often do not see the entire picture:
Some guidance that might be useful:
- Part 1: we need to know what key performance indicators are
- Part 2: the KPI's need to show the efficiency of the Incident Management process
- Part 3: it needs to be aligned to organization XYZ
If you are a consultant advising an organization around Incident Management, you should not misunderstand any part of the customer's question, because that would make your recommendation too generic.
So why, when people answer a service management question, do they usually miss parts of the answer? Because they are not reading the question properly! Which can be compared to the real life situation: not listening to a customer. In a multiple choice exam you would get most of this presented in the answers.
Having this enforced in the exam is a great learning point. I sincerely hope that when the new managers ITIL v3 exams comes out, this capability is tested by the exam. It will make the industry better for sure. As long as we emphasize that to our students, we are not just providing course information - we are providing students with skills they can apply in the real world!
Yes, change is an art!
Service Management Art
Peter Lijnse |
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BOOK REVIEW
New books available in our bookstore.
 ITIL v3 Foundation Review
Feeling like you have been runover by the V3 Book Train?
If you're looking to get your feet wet on the key concepts and processes with the V3 upgrade, and you're not quite sure which book you should pick up and read - SMArt's bookstore has the answer for you!
The new edition of 'Foundations of IT Service Management' based on ITIL V3 is an excellent, concise approach to all of the phases within the Service Lifecycle, focusing on the Best Practices associated with:
· Service Strategy
· Service Design
· Service Operation
· Service Transition
· Continual Service Improvement
Each process within each phase has been outlined along with key activities, functions and more, with an 'easy-to-comprehend' approach and writing style.
This book is definately the one-stop-shop if your organization wants to grasp ITIL V3 in a single publication.
Please visit our bookstore for more information!
Buy this book now! |
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TRAINING
The following training courses are planned for 2008:
ITIL V2/V3 package
We are offering two ITIL v2 Foundation training sessions in Q1 of 2008. These courses will be followed a month later with an ITIL v2 to v3 bridging course.
Calgary
Jan 29 - 31, 2008 - ITIL v2 Foundation course (option 1)
Feb 26 - 28, 2008 - ITIL v2 Foundation course (option 2)
Mar 17, 2008 - ITIL v2 to v3 bridging course
The last one?
We are doing one more ITIL v2 Service Manager course in Vancouver:
Feb 4 - 8, 2008 - Week 1 Service Support
Mar 3 - 7, 2008 - Week 2 Service Delivery
Apr 8 - 11, 2008 - Week 3 Exam Review and exams
We are also offering ITIL Agree & Define Practicioner in Calgary March 10 -14, 2008
For additional training courses, please visit our website:
www.servicemanagementart.com
For more information call:
403 219 4195
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Keep in Mind...
You can Unsubscribe to this monthly Email-Magazine at any time by clicking the 'unsubscribe - button' at the bottom of this page. But... don't miss out on all those amazing changes in the IT industry! Let us keep you posted.
Service Management Art Peter Lijnse
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