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Showing posts with the label ITIL

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, redu

ITIL 4 Master – ITIL Mastery can lift a practitioner’s skills to a new level

Donna Knapp is the curriculum development manager for ITSM Academy, where she is responsible for  the development of ITIL course content. By her own admission, it’s a role that indulges her love of learning and passion for sharing her knowledge with others. Gaining the ITIL 4 Master designation is an unexpected outcome to the career path Donna Knapp first set out on. However, she now realizes it’s the culmination of her ITIL journey.  “Early in my career, I was the IT liaison for my organization’s Lean initiatives. At the time, I wasn’t aware of ITIL . Instead, we used IBM’s IT service management framework.” Donna said. “The IBM philosophy was well respected in the IT industry at that time, and dovetailed much of what I was doing in terms of designing and improving our IT service delivery and support processes.” “IBM went on to contribute to the birth of ITIL and by 2005 I was using ITIL as a consultant and educator,” Donna explained. “As I look back, I appreciate that this was the st

Upskilling Your Service Management Office (SMO)

By Donna Knapp and Jeff Jensen Let’s answer the obvious question first. What is a service management office (SMO)? ITIL® describes an SMO as a “group or department that functions as a center of excellence for service management, ensuring continual development and the consistent application of management practices across an organization.” So given that service management is a “set of specialized organizational capabilities for enabling value for customers in the form of services”, it is the SMO that helps the organization to develop these capabilities. A SMO can be formalized and have significant authority to drive service management in the organization, or it can be less-formal teams focused on continual development of the organization’s management practices. In some organizations, the SMO provides a management structure for the various practice/process owners and managers to report into. This also allows for a roll-up of enterprise metrics and reporting, and in some cases provides

The Mythical Value Stream Manager

Guest Host Post by Mike Orzen, previously posted on Mike’s Blog ,  March 25, 2021 For decades, the lean community has been talking about the importance of creating and managing customer value across the value stream. A value stream is comprised of all the activities performed to create, manage and deliver value to customers. It includes all the wasteful and broken processes we have come to accept as inherent in the way the work gets done. A key player who focuses on coordinating and aligning the efforts of all pieces of the value stream is the value stream manager. Their goal is to get everyone working together and aligned toward the common goal of optimizing their entire value stream. I like to call this character the “mythical value stream manager” because they are described in books but seldom seen in the wild – much like a unicorn. This person is the master coordinator among silos, conflicting priorities, constrained resources, and localized performance. No small task as most peo

How to Move and SHIFT the CULTURE!

There are three core frameworks that can help us to shift the way we think, do work, and ultimately shape the behaviors and values that are the heartbeat of our organizations - CULTURE! Each of these models can be used to identify, analyze, and move an organization to new heights, new ways of collaborating and increasing speed and value for service consumers. Models for learning how to "Shift the Culture!” Erickson Model – Identifies the stages of psychosocial development  The Erickson Model helps as a starting point for “Where are we now?”. Westrum Model – Focus here is on the organizational types :  - Pathological  - Bureaucratic  - Generative  The Westrum Model helps providers get detail on the behaviors within their organization and teams.  Laloux’s Culture Model – Frederic Laloux’s model provides a clear picture of how culture may evolve in an organization. Laloux expands the concepts of the two previous models. The model comes f

SRE Is the Most Innovative Approach to ITSM Since ITIL®

Originally published on DevOps.com , written by Jayne Groll , CEO of DevOps Institute For over a decade, ITIL has been the leading ITSM framework adopted by enterprises across the globe. So, what is driving a rapidly increasing interest in Site Reliability Engineering (SRE) as a service management alternative? In its own words, Google refers to SRE as its approach to service management: “The SRE team is responsible for the availability, latency, performance, efficiency, change management, monitoring, emergency response and capacity planning.” In traditional ITSM terms, the role of the SRE is responsible for service level, change, availability, event, incident, problem, capacity, performance, infrastructure and platform management. While the operational practice areas may be similar, there are significant differences in how the practices are approached. ITIL4 Framework Compared to SRE Released in 2019, the newest update to ITIL4 remains a complex governance model with four dimensi

Three Golden Keys to Unlock the Power of Your ITIL Qualification

These “Three Golden Keys” are powerful! They can unlock the power of your ITIL 4  Qualification and will accelerate your journey in the right direction as you achieve one goal after another! Believe in Challenging the Status Quo With ITIL 4  Get out of the box. It is a new world. Leaders and teams will succeed by creating an environment to challenge the status quo. You are free, to give yourself permission to question the status quo of your organization and invite others to join you. We must stop doing the same thing over and over again and yet expect a different result. Use the idea of a Service Value System, Value Streams, and the four dimensions and apply the ITIL Guiding Principles as you “Challenge The Status Quo”. Real change begins with YOU!  Keep The Momentum Going!  Getting your ITIL 4 Qualification is a huge milestone in your learning and career path. Once there, the real journey begins. Be sure to get the most value from your accomplishment and the best

Who needs to be informed and knowledgeable about DevOps Test Engineering?

Testing starts with the first line of code!   It is NOT a downstream activity. DevOps testing has a critical role to play in a Continuous Delivery Pipeline. Without integrated testing DevOps simply will not work!   With the advent of DevOps and the movement to breakdown silos between developers, QA, security, and operations, it becomes critically important that all members of an IT team - regardless of what tools they use, or role they play - understand the essentials of testing. Every member of your development team should also integrate to ensure Compliance and Audit outcomes!   It is a new world.   In this new world, we can leverage from existing but must be open to walking through new doors of opportunity. Understanding traditional test strategies is helpful but when and where, and most importantly how we proceed with our test strategy must shift.   Knowing how to code is not enough, Quality Assurance in and of itself is not enough.   We cannot afford to have our products

Service Continuity vs. Incident Management

According to ITIL 4 best practice, Service Continuity focuses on events that would impede business operations so drastically that it would be considered a disaster. Other events that have a less significant impact on the business might be considered incidents to be managed through the Incident Management Practice or the Major Incident Management Practice. This means that there are different levels of importance and that the distinction between what is a normal incident, major incident, or one that might require disaster recovery must be predefined and agreed upon. Documentation then must include clear thresholds and triggers to provoke the appropriate response and recovery into action without delay and additional risk.  There is no question that your organization is increasingly dependent on services that are tech-enabled. The need for resilient solutions is critical to success. A combination of business planning as well as being proactive with security, incident, and problem mana

ITIL 4 – Why and Why NOW?

To Understand Why and Why NOW, I will use some of the “Guiding Principles” that are the golden chords steaming through all practices defined in ITIL 4. These guiding principles are themes throughout the concepts and precepts that were discussed in a recent ITIL 4 Foundation certification class. Practitioners and thought leaders gathered together from all over the world to discuss and learn more about ITIL 4 best practices There are seven guiding principles discussed in ITIL 4. I will begin with these three to answer the question: Why and Why Now? Focus on Value ITIL 4 is a holistic approach to managing value. Based on the Service Value System and the integration of dimensions that tie together practices, ITIL 4 enables speed to value for all service providers. Value is the result of all of our people, practices, and technology. Value is what we deliver. ITIL 4 stresses the need to co-create value with all stakeholders none more important than with the customer. If we are going

The Four Dimensions of Service Management

For every system that is utilized to provide a service, there are four dimensions of service management. If we are to think and work holistically that means that every practice, and every aspect of service management for services need to be considered in light of these four dimensions. Organizations and People The aspects of the organization and people dimension are all related to the creation, delivery, and improvement of services. To improve these aspects, everyone in an organization must understand its objectives and how they contribute to those objectives. It is not uncommon to see organizations restructuring in an effort to reap the benefits of Agile, Lean, and DevOps practices. Organizations are increasingly forming cross-functional teams or product teams in an effort to break down silos and enable more effective collaboration. None of this can be accomplished without understanding how powerful the culture is in terms of its influence on organizations and individuals. Fo

The Top Benefits of ITIL

Stronger alignment between IT and the business: Historically IT has not been a participant in helping to create business strategies, it was normally in the role of supporting them. Recently, with the speed of innovation impacting businesses position in the marketplace, IT has been playing a greater role in helping to develop that business strategy. The ITIL framework enables IT to act as a service provider and become a core and more strategic part of the business. Pre-defined processes and best practices from the ITIL framework enable businesses to react quickly to today's rapidly changing technology landscape, focus on innovation and ultimately keep customers satisfied. Improved service delivery and customer satisfaction: Event, incident and problem management processes included within the ITIL framework enable businesses to review performance, perform root cause analysis, resolve issues and through problem management, prevent future incidents from occurring and allows us an

ITSM, ITIL and DevOps – an education process

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 th

Preparing for Managing Across the Lifecycle (MALC) and ITIL Expert Certifications

This blog is in response to those IT Professionals who want to know what to expect f or the “ Managing Across the Lifecycle ” (MALC) class, taking the exam and receiving both the MALC and ITIL Expert certifications upon passing the MALC exam.  If you have talked with others that took this class and the exam a few years ago you will be happy to know that the format of this class has changed from what it used to be.  Classes are filled with interesting dialogue, exercises and even laughter as IT managers and practitioners with varied skill sets work together to validate competencies and knowledge for: Key concepts of the service lifecycle Communication and stakeholder management Integrating service management processes across the service lifecycle Managing services across the service lifecycle Governance and organization Measuring and demonstrating business value Implementing and improving service management capability Sounds simple right?  It's the level of detail in e