ITSM Professor

Originally posted on The AXELOS Blog - by @itsm_Donna


In IT service management (ITSM) education is critical: it helps organizations get a shared understanding of terms and concepts and a proven body of knowledge such as ITIL®.

The IT industry is rife with buzzwords carrying varied interpretations, so education helps get everyone on the same page. But while ITSM professionals may well understand the “what?” and “why? – for example why to minimize risk or restore services ASAP – today it’s the how that needs to evolve and change.

And while there is always value in education, achieving certification creates a different level of engagement: people get involved and – critically – seek to understand. Getting certified allows you to represent your competence and understanding of the concepts you’ve learned. After that, you need to get out there and apply them to benefit your organization and add to your credibility and your baseline of experience. Today’s hiring managers are looking for that co…

Organizations adopting DevOps culture and practices are able to deliver high-quality products faster and therefore the business can deliver value to customers faster. You sometimes hear that DevOps and ITSM aren’t compatible. An IT professional attending the ITSM for DevOps course said “Everything would be OK if we could get change and compliance people out of the way!” Sound familiar? The reality is that high-performing organizations aren’t achieving success without ITSM processes. In today’s digital world organizations are performing ITSM processes Understanding Agile Service Management is key to ensure agility across the entire lifecycle. These high performers streamline, integrate and automate the process into the DevOps pipeline so that people don’t even realize that they are executing ITSM processes. We can not optimize DevOps without them and we can not accelerate our ITSM processes without DevOps.

In an enterprise, DevOps doesn’t eliminate the need for controls and data. Regula…

One of the most frequently stated key takeaways from DevOps Foundation Certification Candidates is the big AAH-HAA moment when they realize the difference between Continuous Delivery and Continuous Deployment. Terms matter and the context in which we use them can make or break the success of any DevOps pipeline for digital transformation.

Which one of these you select for your organization will have a significant impact on the way you orchestrate ­­­­your DevOps Pipeline and your Continuous Delivery Architecture. It will most definitely help to define the appropriate tool pipeline, determine how you will utilize and program those tools for automation and will have an impact on the context of your communication plans to your stakeholders. How will you approach integrated testing?

There is not one element of development and delivery that Continuous Delivery or Continuous Deployment will NOT impact. Therefore; It is critical to understand what they are, how they are the same, how they are…

ITIL 4 is coming! ITSM Academy is working hand and hand with the experts to ensure you achieve your mission. ITIL 4 Updates will be kept current for you so that you can stay the course. As a Global Strategic Partner of AXELOS (the owners of ITIL) we have been working with their teams, and the global community, to help ensure that ITIL 4 is "worth the wait".
ITSM professionals have the opportunity to expand on the work, effort and skillsets that they gained from ITIL v3 and allow newcomers the opportunity to accelerate their ITSM and transformation initiatives. ITIL 4 will help us all to accelerate our productivity and to integrate Best Practices across the entire organization for real transformation and business value.
ITIL 4 retains the best of ITIL v3/2011, with most of the operational and tactical practices and processes you know. The release also includes focus on integrating many best practice "frameworks". Think DevOps, Agile, Lean, etc. All good news – and …

The opportunity exists to reinvent security and to do this we must redefine the roles and practices of security engineering. Information is available faster than the speed of your connection and cybersecurity risk is everywhere! 
Empowerment to change begins with getting level set on what DevSecOps really is and how to move fast to get there. That is why I am excited to attend the DevSecOps Engineering class and to acquire the DevSecOps Engineer certification!
Digital Transformations are not only real, they are accelerating. IT systems and software literally drive the world and that makes every business a digital tech business. Along with that is a proliferation of apps, devices and opportunities. Those opportunities are not always honorable; hackers abound. DevSecOps is a mindset that “everyone is responsible for security” with the goal of safely distributing security decisions at speed and scale to those who hold the highest level of context without sacrificing the safety required.…

Communication and Education before Collaboration 
An engineer attending a recent DevOps FND class for certification said “OMGosh! I have been trying to do DevOps and I really did not understand what it really was!” He knew that a self-organizing team was defined as a group of motivated individuals who work together toward a goal, have the authority to take decisions and readily adapt to changing demands. Solutions are derived from inter team collaboration. Innovation is the name of the game for digital transformations. All true but … “authority” without ability is dangerous. 
Let’s not forget that before these teams are able to recommend innovative ideas for improvement that we must communicate the strategy and outcomes that deliver value. Also true is the fact that we must educate teams to continuously enhance their skills. 
Challenge: During your next virtual or face to face meeting with staff, ask a few questions to validate that all are on the same page. You could ask “What is Agil…