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Showing posts from September, 2013

Lifelong Learning - Recommended Reading (Part 1)

As a follow up to my recent discussion on the differences between being a ‘student’ and being a ‘learner’, I thought it would be useful to provide a somewhat comprehensive list of readings and source material to help those who are heading into and/or beyond the pinnacle of their ITIL learning journey—Managing Across the Lifecycle (MALC).  Preparing for MALC requires a deep level of commitment, beginning with a sound understanding of the five ITIL core books.    To truly be an ITIL/ITSM Expert, you should develop some complementary skills in Organizational Change Management, Business/IT Management and other ITSM frameworks and standards?

While it is unreasonable to expect a learner to complete all of these readings as part of their MALC preparation, the spirit here is to recommend a versatile business view that will serve you before, during and after you become an ITIL Expert.    The road doesn't end at MALC - lifelong learning habits will keep your knowledge and perspective fres…

The Service Desk of the Future

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The Service Desk of the FutureComplimentary Webinar

Join us on Thursday, October 17th at 11am (Eastern)
Panelists: Donna Knapp, ITSM Academy, Curriculum Development Manager


Every aspect of the service desk has changed in recent years: people, processes, and technology; the use of data, information, and knowledge; and, perhaps most dramatically, users. Today’s technology users are increasingly savvy and self-sufficient. In this session, we explore the strategies companies are using to address trends like social support, mobile support, self-service and self-help, BYOD, and cloud computing. 
Attendee will also participate in a debate about the role of the service desk in the future and walk away a checklist of considerations to consult when developing future-state road map for their own service desks.

Are You a Student or a Learner?

Are you a student or a learner? We do not often stop to think about the labels that society applies to us during our everyday lives. However, the roles we play and the labels we apply can be very reflective of how we see the world and how we react to the environment around us. Such is the case of the roles or labels of ‘student’ and ‘learner’. So what do these labels mean and which one is the proper one to apply at a given time?

The role of student is one that has to do with skills and competencies. The role of learner has to do with passion and curiosity. Students are time-bound; learners are life-long. We associate students to curriculums, objectives and expectations. We associate learners to awareness, visions and desires. Students sit in classrooms; learners inhabit the world. Students gain through education and training; learners gain through experience and inspiration. So which is the right role to play or label to wear? Well, both are correct and are not mutually exclusive. W…

DevOps and the IT Culture Cocktail Party

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Join us on Thursday, September 19th at 11am (Eastern) for a complimentary webinar; DevOps and the IT Culture Cocktail Party.  Presenter: Jayne Groll, ITSM Academy Co-Founder.  Register
 Organizational culture plays a major role in adopting and adapting Service Management processes. Given the uptake of multiple frameworks, standards and practices, IT has actually evolved into a multi-cultural society, each with its evangelists and detractors. This presentation provides the ingredients for a potent “IT Culture Cocktail” using DevOps as the mixer. Come join the party and become an “IT Culture Mixologist”.


Documented Policy

Governance: Ensures that policies and strategy are actually implemented and insures that the required processes and procedures are followed.This includes the defining of roles and responsibilities, measuring and reporting and taking any actions to resolve any issues identified.

Policy: Formally documented management expectations and intentions.Policies are used to direct decisions and ensure consistent and appropriate development and implementation of processes, standards, roles, activities, IT infrastructures and anything that will give guidance on the management of your organization.The objective of policies and procedures is to document an organization’s policy for operation and the procedures necessary to fulfill that policy.  Policies and procedures answer the “what” and “how” questions for individuals within an organization.Written documentation will allow for consistent treatment across the organization.Policies and Procedures also help to create an internal control framework. It…

Are You Ready for Some Football?

It’s that time of year where the kids are heading back to school, the seasons are about to change and YESSS it’s time for the NFL to begin its new season!The other night I was watching the HBO series NFL Hard Knocks about the Cincinnati Bengals training camp and it dawned on me how much a football organization is similar to an ITSM organization and how they incorporate ITIL best practices in their methodology.I know you aresaying, what the?????? But hear me out and let me show you a few comparisons.

Strategic Plan:Win the Super Bowl and become the world champions.Well defined, well communicated.Everyone in the organization understands what the fans (customers) want. Strategy defines the perspective, position, plans and patterns that the organization will need to execute to meet its business objectives.This began at the end of the previous season (CSI) as the coaching staff reviewed statistics (CSF & KPI) to identify improvement opportunities for the next season (Problem management)…

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