Whether or not an organization has formally adopted a framework such as ITIL , IT service management (ITSM) practices are doomed if you fail to recognize the need for continual improvement. Capability assessments  can be used to determine how well your practices are established and improving, and they serve as a diagnostic tool for continual improvement. A capability assessment typically involves a straightforward set of activities. Plan and prepare – define the scope, objectives, and participants of the assessment. Define and organize the supporting elements of the assessment model. Conduct the assessment   – collect input through interviews, workshops, observations, or surveys and validate evidence against the defined criteria. Analyze, interpret, and report out the results   – aggregate the findings to identify the current capability level. Identify gaps, improvement opportunities, and options. Formulate prioritized recommendations for ...

Part 1 of this series explores the activities involved in planning and preparing for practice capability assessments . This blog focuses on conducting assessments.  Organizations typically use three broad types of practice capability assessments, each differing in purpose, depth, and rigor. Self-assessments – internally led, often using surveys or worksheets where practitioners rate their own practices. Helps to raise awareness of strengths and weaknesses and capture a baseline Facilitated assessments – led by a neutral internal facilitator or cross-functional team (e.g., a Certified Process Design Engineer (CPDE), a process improvement team or members of a Service Management Office (SMO)) that guides stakeholders through structured discussions and consensus-based scoring exercises. Provides a shared understanding of capability across stakeholder groups Independent or formal external assessments – conducted by experienced consultants, certified assessors or acc...

Before you can chart a course toward higher capability levels, you need to know your current position. A capability assessment provides that orientation. It is the moment you unfold the map and mark, “You are here.” Capability assessments reveal not only how well individual practices are established, but how deeply they are embedded into the organization’s culture. They are not about chasing a number. They are about obtaining a clear, evidence-based understanding of where your capabilities stand. Well-scoped and well-conducted assessments shine a light on both strengths and weaknesses, and perhaps most importantly, they allow you to determine where targeted improvement will create the greatest value. Assessments transform perception into data and data into direction. Once you have gathered scored criteria, evidence, and data from across the organization, now comes the part of the assessment process where insight begins to take shape. Each of the most widely used asse...

With the introduction of ITIL 4 , some concepts have changed in ways that affect how service management assessments are performed. (1) Focusing on practices vs. processes 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. In ITIL 4, each practice includes resources based on the four dimensions of service management. One of those dimensions is ‘ value streams and processes ’, and so while processes are still an important component of service management, they are now considered in a much more holistic context. (2) Assessing practice capability vs. maturity In 2021 AXELOS (now a part of PeopleCert) introduced the ITIL Maturity Model . Organizations can use this model to objectively and comprehensively assess their service management capabilities and the maturity of the organization’s service value system (SVS). In this...

Investing in ITSM training is a smart move for individuals and organizations looking to improve service delivery, boost efficiency, and align IT with business goals. But with so many training options out there, how do you choose the right provider? Here are key factors to consider when selecting an ITSM training partner: 1. Accreditation Matters Make sure the training provider is accredited by a recognized examination institute. Accreditation ensures the training content meets industry standards and prepares learners for official certification exams. 🦩ITSM Academy is a fully accredited PeopleCert partner and has been delivering ITIL and ITSM training since 2004. 2. Experienced Instructors Look for trainers who have real-world ITSM experience. Instructors should be not only certified but also capable of connecting theory to practice through case studies, examples, and interactive discussions. 🦩ITSM Academy Instructors are all ITIL Service Managers, ITIL Experts, ITIL Ma...

A Digital Transformation requires radical and profound change that orients an organization toward an entirely new direction and takes a service provider to an entirely different level! High Velocity IT (HVIT) is the application of digital technology that will likely play a major role in significant business enablement where speed is crucial! This is an Atmospheric View of High Velocity IT - Meditate on this for a few - POWERFUL! High Velocity IT is just a normal way of doing business for some organizations. For others it is an aspiration and many service providers are on a quest to get there fast. Best practice shows that there are three core elements required for HVIT and after taking a deeper dive into these aspects I became excited to see how these characteristics can change the world! Integration of Emerging Technologies : Discuss how advancements in AI, machine learning, and automation have become integral to HVIT practices, enhancing speed and efficiency in service delivery. ...

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!” ...

In part 1 of this series – From Fear to Focus: Acknowledging the Reality of Exam Anxiety – we explored the universal experience of exam anxiety and its contributors. We described the interconnected nature of these contributors, and how peoples’ experiences with exam anxiety are based on their own unique beliefs and triggers. Identifying the personal beliefs and behaviors that contribute to exam anxiety is an essential first step. Taking this step allows individuals to begin developing strategies for facing exams with confidence. Strategies for Overcoming Exam Anxiety While the strategies that follow are loosely aligned with the contributors described in part 1 of this series, like the contributors they are all interconnected and so can all be applied as needed. Feeling unprepared: Get to know the syllabus. The course syllabus outlines the expected learning outcomes, what source material(s) the exam is based on, and the exam format (duration, types of questions, etc.). This cl...

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 an...

By Donna Knapp Exams have a way of making even the most prepared students feel nervous and anxious. The ticking clock, the pressure to perform, and the fear of failure, can all combine to make even the most confident student feel overwhelmed. Exam anxiety is a universal experience that affects students of all ages and backgrounds. Understanding its causes and learning how to overcome its hold can enable individuals to face exams with confidence. Acknowledging the Reality of Exam Anxiety We will explore strategies for overcoming exam anxiety in part 2 of this series but let us first acknowledge that it is normal and even okay to feel some stress before an exam. It is a sign that you care and that you want to do your best. In this case, what you are experiencing is eustress, a type of stress that is viewed as positive or beneficial. It is what propels us to learn and improve. It is what drives us towards a desired goal, even if getting there is a challenge. Conversely, the stress associa...