ITSM Advisor 
In This Issue
Survey
Greetings from Florida
Book Review
ITSM Professor's Blog
CPDE In Action
Valentine's Day Quiz

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ITIL Foundation 

 

ITIL Capability


 
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Complimentary "Webucation"

Thursday, February 21, 2013, 11am ET

calendarIf I Knew Then What I Know Now: Problem Management

with Jayne Groll, ITSM Academy

 

A retrospective on common Problem Management implementation challenges and tangible ideas for correcting them.

Click Here to Register for Webinar
You Tell Us -- Survey

There are many different ways of learning, some learners prefer a virtual class, while others like to be in front of the instructor.

 

Some learners are early birds, while others are night owls.  

 

We are interested in your thoughts on training outside of standard business hours.  

 

The first five responses will receive a BOGO certificate (Buy One, Get One off any seat in our Public Classroom)

 

Thanks in advance! 

Extended Hours Survey 

Greetings from Florida

Are you tired of the cold?

Have you shoveled your car out one too many times this winter?  

Then it's time to come to Ft. Lauderdale for some education! 

RCV  

Our March Release, Control & Validation (RCV) course is an Early Bird Discount (20% off!).  And the best part?  Pat Buda is attending this course.... come learn with her! 

 

Learn More | Register Now

Jayne Explains
Jayne GrollSome great insight from our staff guest blogger, Leslie Kapocius...

Since 2003, ITSM Academy has focused exclusively on service management education to help clients start, enhance or mature their service management initiatives. We have trained tens of thousands of individuals and helped hundreds of clients, primarily Fortune 500 clients, in all verticals, and a wide array of government and education clients.

Recently, we were asked: "How have you helped clients mature in their service management initiatives?"  
ITSM Academy Book Review

Over the last two years, I've had the pleasure of working with Gene Kim, George Spafford and Kevin Behr, helping them with their book "The Phoenix Project: A Novel About IT, DevOps, and Helping Your Business Win."

   

It published on January 15, 2013, and I am excited to tell you about it. There are only a handful of publications that have a permanent location in my office bookshelf, and this is one of them.

 

It's a fantastic book that reads like a work of fiction, captivates like a mystery and educates like a textbook.  The characters are immensely engaging, and as the plot thickened I found myself thinking, "Holy Toledo Batman, how are they going to get out of this mess?"  

   

Along with Bill, Patty, Wes, John and the team, I learned the core principles of DevOps. It's like one of those recipes where they hide the vegetables.  What you're reading is good for you, but tastes so good going down, you didn't even notice.  I learned so much about DevOps and how ITSM can truly help the business win.   

   

As a special treat to our ITSM Academy Community, Gene has made available a 170 page excerpt. (The website is going to ask you to download with your email address; they promise not to bombard you.)  

 

Download and read it, I think you'll enjoy it as much as I did!    

 

Happy Learning,

 

Lisa Schwartz

@ITSM_Lisa

ITSM Professor's Blog
ITSM Professor
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:

  Change Evaluation 

  Stability vs Responsiveness

  Balance in Service Operation

  The Future of Communication

Read Blog 

 
Join in the conversation Email your questions to Professor Wise at  itsmprofessor@itsmacademy.comHe will post your question, along with the answer.
CPDE in Action 
We are pleased to announce the certification of twelve (12) more Certified Process Design Engineers! 
   
CPDEHere at the Academy, many of us consider Certified Process Design Engineer (CPDE) our favorite class as well as our most prized certification. Including yours truly, and I never thought anything would surpass the knowledge I received in ITIL Service Manager!
 
Our CPDE Alumni often share with us their Process Design success stories.  For example, Bryan emailed us, "Earning my CPDE certification really brought multiple disciplines together into a cohesive package - from 'soup to nuts' - for review and retooling of existing processes to using specific tools to show where bottlenecks or potential enhancements can be found. This pulls many things together to enhance the knowledge of process engineer so that they can bring better value to their company."
  
For your reading pleasure, we've put together a document called CPDE in Action
Read what your peers have been able to accomplish once they completed their formal Process Design education.

Interested in joining the CPDE Ranks?  Visit our Public Class Schedule for class dates and $Early Bird Specials$
Happy Valentine's Day - from our team to yours

Click to Play (and learn some fun Valentine's facts)