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ITIL Foundation
ITIL Capability
From ITIL-to-ISO in 1 day
Class Schedule
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| Complimentary "Webucation" | |
Converting a Budget Deficit into an Innovation Surplus
John Edgar and Kathleen Warnaar, USPS
It's no secret that the United States Postal Service operates under a stringent budget deficit, but what may surprise you is that the IT organization has converted that deficit into an innovation surplus. Join USPS, John Edgar, VP of IT and Kathleen Warnaar, Manager, Performance Achievement, as they discuss how they've been able to align IT as an enabler in support of a cross-organizational initiative focused on service, revenue and value transformation. Employing new strategies and approaches in service definitions and delivery, IT is successfully achieving operational efficiencies, cost savings and customer satisfaction. John and Kathleen will discuss how IT is reinvesting the savings delivered by their ITSM initiatives to drive additional innovations and automation across the enterprise.
on Thursday, June 19, 2014 11 AM ET
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| "Get Social" With Us! | |
View our videos on YouTube, follow us on Twitter, join our group on LinkedIn, and follow us on Tumblr!
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Complimentary Virtual Training
| Want to look like a rock star?
Contact us to schedule a complimentary, virtual "lunch-and-learn" for your organization. There is no sales push, just free education for you and your team!
Pick from the list of available sessions and contact us to get your complimentary training set up... no charge!
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ITSM Academy's First DevOps Fundamentals Course
| | We are putting the FUN in Fundamentals. Please join us as we roll out our new course DevOps Fundamentals on September 29 in our virtual classroom. This course is four days and provides an introduction to DevOps and its goals. This course also provides attendees the ability to formulate a high-level strategy and action plan for adopting DevOps in their organization.
The experiential aspects of this class can be adapted to meet individual client requirements. This is a practitioner course and is designed to enable organizations to immediately begin applying DevOps principles to their organization. Attendees will be provided a required pre-read in advance of class. This pre-read will ensure attendees arrive with a basic understanding of DevOps purpose, goals and basic vocabulary.
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Jayne Explains
|  It seems like the term "agile" is surfacing everywhere lately. While originally intended for software developers, the term has permeated our IT culture and become part of our vocabulary. While the word is commonly used, do we also have a common understanding of what it means to "be agile"? Particularly in the context of service management?
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Full Circle - from ESM to ITIL and Back Again
Posted on May 13, 2014
I guess it means that I'm getting old... I can look back over my career now and see many things coming full circle. As example, we just celebrated our 10th anniversary here at ITSM Academy. Of course, we are much larger, with more robust processes in place (and 30,000+ Alumni!) But, with the introduction of our new Agile Service Management Line of Training, there are many parallels to when we originally launched our ITSM/ITIL Line of Training...
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ITSM Professor's Blog
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ITSM Professor is a positive environment for sharing knowledge, questions, ideas and insights into best practice IT Service Management standards and frameworks.
Recent posts include:
� Problem Management for Newbies: Part 1
� Problem Management for Newbies: Part 2
� Problem, Incident, and Change Management
� Incidents and Problems
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. |
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ITSM Academy Service Desk Offerings
|  Everything around and about the service desk is changing including, and perhaps most dramatically, its customers. Today's users are technically savvy and self-reliant. When they do need help, they expect easy access to a wide range of support services. They want options! Businesses expect the service desk to offer these options in the most innovative, cost-effective ways possible. Businesses also expect the service desk to move beyond simply fixing technology to improving user productivity (and business outcomes).
ITSM Academy is offering the following presentations, workshops and certification courses focused on the Service Desk: - Service Desk State of the Future
- Customer Service Excellence for the Service Desk Professional
- ITIL� at the Service Desk
- ITIL Operational Support and Analysis
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Happy Flag Day
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Sample GAME ON! An Interactive Learning Experience
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GAME ON! An Interactive Learning Experience Press Release
IT Infrastructure Library� is a registered trade mark of AXELOS Limited.
ITIL� is a registered trade mark of the AXELOS Limited
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