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Behind the Scenes: What It Takes to Develop an Engaging ITSM Course

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At ITSM Academy, we pride ourselves on delivering training that not only meets global certification standards but also provides an exceptional learner experience. Many of the courses we offer, such as ITIL, DevOps, and Agile Service Management, are best-practice courses with pre-defined syllabi and certification requirements. While these standards set the framework, our mission is to bring them to life in ways that resonate with learners, both during and after class. Here’s a look behind the scenes at how we ensure our courses are more than just a checklist—they’re transformative learning experiences. 1. Aligning with Global Standards Every course we deliver is carefully aligned with globally recognized best practices and certification requirements. We ensure that: All syllabus objectives are covered thoroughly and accurately. Certification exam preparation is seamlessly integrated into the course. All content reflects the latest updates and standards from governing bodies. Meeting the...
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Invest in Your Career: Service Management Training for 2025 and Beyond

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The Future is Bright ☀️ Be Ready to Shine! As we move into 2025, the demand for skilled IT professionals continues to soar. Certification training in ITIL, DevOps, Agile and Employee Experience isn’t just a smart move—it’s an essential investment in your future.  Here’s why: DevOps:    The global DevOps market is expected to grow at an impressive 22.34% compound annual growth rate (CAGR) reaching $44.06 billion by 2030. With companies prioritizing operational efficiency, cloud computing, and continuous delivery, the need for DevOps expertise is skyrocketing. Certification helps you master the tools and practices that drive faster releases, improved collaboration, and seamless automation. Agile :   By 2033, the Agile market is forecasted to hit $179.9 billion, as organizations across industries adopt Agile frameworks to stay competitive. Agile training equips you with the mindset and techniques to lead adaptive teams, manage evolving priorities, and deliver custo...
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Making the Most of Your ITSM Training: How to Turn Knowledge into Action

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Investing in ITSM training is a smart step toward advancing your career, improving team performance, and driving organizational success. But training is just the beginning—the real value lies in how you apply that knowledge to create meaningful change. To help you maximize your training, we’ve compiled actionable tips for turning what you’ve learned into impactful results. 1. Define Your Goals Before Training Starts Begin with the end in mind. Ask yourself (or your boss): What do I/we want to achieve after this training? How will this course help me address current challenges in my role or organization? Clear goals give your learning purpose and focus. Whether it’s streamlining a process, improving service delivery, or boosting team collaboration, having a defined objective ensures that your training aligns with real-world needs. 2. Engage Fully During Training Your training experience is what you make of it. To maximize your learning: Participate actively : Ask questions, share your...
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21 Lessons from 21 Years: Insights for ITSM Professionals

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For 21 years, ITSM Academy has been at the forefront of IT Service Management education, equipping professionals to navigate the complexities of ITIL, DevOps, and more. Along this journey, we’ve gathered invaluable insights from our learners, instructors, and partners—lessons that transcend the classroom and resonate throughout the ITSM profession. As we celebrate our 21st anniversary, we’re excited to share 21 key lessons we’ve learned.  Whether you’re new to ITSM or a seasoned professional, these insights hopefully inspire your journey. 1. ITSM Is About People First Processes and tools matter, but people drive success. Focusing on collaboration, communication, and culture is essential for any ITSM initiative. 2. Continuous Improvement Is Non-Negotiable The IT landscape evolves rapidly, and staying stagnant is not an option. Always seek opportunities to improve services, processes, and skills. 3. Start with the "Why" Successful ITSM projects begin with a clear unders...
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Celebrating 21 Years of ITSM Academy

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This January, ITSM Academy proudly celebrates 21 years, and we couldn’t be more excited to share this incredible milestone with our extended community of learners, partners, and ITSM professionals. When we launched in 2004, our vision was both simple and ambitious: to create a space where IT service management professionals could come together to learn, grow, and thrive. Over the years, that vision has transformed into a vibrant reality, made possible by the trust, support, and dedication of everyone who has been part of our journey. As we mark 21 extraordinary years, we take this moment to reflect on the milestones achieved, the memories created, and the magic that continues to inspire us. From the very beginning, ITSM Academy has been built on a people-first foundation. We’ve always believed in the transformative power of education—not just to advance individual careers but to drive organizational success and innovation. Along the way, we’ve been honored to witness countless “aha!” m...
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The Importance of an Education Strategy

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An education strategy guides organizational learning and development, aligning training programs with business goals. By developing a structured approach to education, companies can improve employee performance, boost engagement, and foster a culture of continuous improvement. A well-designed education strategy also ensures that training investments yield measurable returns, enhancing both individual competencies and overall organizational capabilities. Step 1: Establish Competency Frameworks A core component of any effective education strategy is the competency framework. Competency frameworks provide a structure for identifying and developing the skills, knowledge, and behaviors necessary for success within an organization. By defining clear competencies across various roles, organizations can ensure that employees understand what is expected of them and can align their development accordingly. Competency frameworks should include: Role-Specific Competencies : Define the technical an...
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The Elusive Case 📖 of Leadership Buy-In 🔎

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For over 20 years, one question keeps resurfacing: How do we secure buy-in from senior management for our ITSM initiatives ? It’s a challenge that never seems to fade. Like any good mystery, just when you think you have it solved, a new player enters the scene and changes the game. In February 2024, we were delighted to have David Cannon and Ken Jarvis present our monthly webinar, on the topic  Getting and Keeping Executive Buy-in for your ITSM Program .  I personally find it difficult to revisit all the audio content on my wishlist, so I appreciate it when I can read a concise summary - like CliffsNotes for Webinar. Or in this case, LisaNotes, as I am building on some of the ideas presented.  In prepping for the webinar, Donna Knapp  postulated, "Are we even asking the right question? Should we be asking instead, What will make executives care about ITSM ?"   As Dr. Lanning says in the movie I, Robot, "That, detective, is the right question".  The ...
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