Virtual Classrooms WORK for YOU

Virtual Classrooms WORK for YOU - the LEARNER!

Attending a quality online Instructor-Led Virtual Classroom allows you, the learner, to immerse in material that is presented in a fun, practical manner.

This is NOT a Webinar!

This is NOT an e-learning self-paced computerized course.

You are not on your own!

Instructor-Led Virtual Classrooms allow you to:

Learn online with a live experienced instructor.

Interact in group discussions and activities with others in the class.

Engage your instructor with ongoing Q and A throughout.

Listen to or share real-world examples.

Participate in analyzing sample exam questions with the instructor.

Collaborate with chat, open mic, polls, and other interactive tools – VOIP or phone!

Learn from; review sessions, videos, workbook activities, study aids, Reference Cards, and more!

Benefits Include:

Take a class at your home or office – more time for you and yours!

Receive materials online – no shipping.

No travel, no TSA, stay safe and self-distanced!

Less overhead, reduced cost, bigger VALUE for YOU.

Getting Started for YOU the Learner – Best Practices:

Know your requirements – ex: headset, VOIP or telephone?

Understand how to get access to the materials for the class.

Read through any pre-class materials provided prior to class start.

Test your connection to the virtual classroom at least one hour prior to class start.

Be prepared to ENGAGE, LEARN, PASS EXAMS and HAVE FUN!

You will be supported before, during, and after your class!

Instructor-Led Virtual Classes combine the benefits of traditional classroom instruction with the convenience of online learning, making them an effective and flexible educational option.

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Four Service Characteristics

Recently I came across several articles by researchers and experts that laid out definitions and characteristics of services. ITIL provides us with a definition that can help drive the creation of value-laden services: A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. An area that ITIL is not so clear is in terms of service characteristics. Several researchers and experts put forth that services have four basic characteristics (IHIP): Intangibility—Services are the results of actions not things. They have no physical presence and represent a logical set of elements. One way to think of service is “work done for others.” Heterogeneity—Also known as “variability”; services are unique items because of the mechanisms used to deliver services, which is people. Because the people element adds variability, the service is variable. This holds true, especially for the value proposition—not eve...

What is the difference between Process Owner, Process Manager and Process Practitioner?

This article was originally published in 2015. With the Introduction of ITIL 4, some of the concepts have changed in ways that are described below. ITIL 4 has also introduced new roles, as explained in our blog ITIL 4 and the Evolving Role of Roles . Before we dive into the difference between these roles, let’s first look at a key update in ITIL 4 – the shift from processes to practices. ITIL 4 has evolved to focus on holistic practices vs. isolated processes. By definition, a practice is a set of organizational resources designed for performing work or accomplishing an objective. For example, the purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. All organizations recognize the need to allocate resources to the management of incidents and mature their capabilities in that area. In ITIL 4, each practice includes resources based on the four ...

What Is A Service Offering?

The ITIL 4 Best Practice Guidance defines a “Service Offering” as a description of one or more services designed to address the needs of a target customer or group. As a service provider, we can’t stop there! We must know what the contracts of our service offering are and be able to put them into context as required by the customer. Let’s explore the three elements that comprise a Service Offering. A “Service Offering” may include: Goods, Access to Resources, and Service Actions 1. Goods – When we think of “Goods” within a service offering these are the items where ownership is transferred to the consumer and the consumer takes responsibility for the future use of these goods. Example of goods that are being provided in the offering – If this is a hotel service then toiletries or chocolates are yours to take with you. You the consumer own these and they are yours to take with you. ...

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