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I am the Incident - is BACK and Better than ever

At ITSM Academy, we take pride in delivering courses that offer a hands-on, experiential approach to learning. Our commitment to practicality is evident in all our classes, where assignments and discussions are designed not only to reinforce examinable terms and concepts but also to provide students with opportunities to apply their knowledge in real-world scenarios. In 2004, the genesis of one of our most popular assignments, "I am the Incident™," took place on the pages of a hotel notepad. This case story-based series of assignments serves as a powerful tool, emphasizing the importance of establishing a common vocabulary and a shared understanding of key practices such as service level management, monitoring and event management, incident management, problem management, and change enablement. In the I am the Incident™ exercise, students are tasked with focusing on a specific service and considering a service level agreement (SLA). Each assignment presents a scenario related

Take Your &!#$ Exam

By Donna Knapp You have signed up for a certification class. What that tells us is that you want to pass the exam. But first, you have to take the exam. Here are a few things that we know. The most successful people are those who take the exam within the first 10 days after the class. Once upon a time students took their exam at the end of class or at the end of a semester. They knew ahead of time when they were going to have to take the exam and prepared accordingly. Today, courses often come with vouchers that enable learners to take the exam at a date and time of their choosing. There are pros and cons to this. A pro is that if you are a night owl and want to take your exam at 2 a.m., you can. A BIG con is that you can put off taking the exam. What we see statistically is that the further away from the end of class we get, the lower the scores, and the less likely it is that people will ever take the exam at all. You are never in the zone more than you are in the days immediately f

Study Smarter, Not Harder

By Donna Knapp You have signed up for a certification class. What that tells us is that you want to pass the exam. But first, you have to study for the exam. Here are a few strategies you can use to stay calm and focused and build the confidence needed to crush that exam. 1. Prepare for class In a perfect world, you start preparing to take the exam before you enter the classroom. For each of our certification classes we provide pre-class assignments that are designed to introduce many of the key vocabulary terms and concepts you need to know for the exam. Completing these assignments will enable you to become familiar with the content, making it easier to follow along and participate in class. You will also be more likely to remember and retain the information as it will be reinforced in class. We also encourage you to block out time on your calendar for 1 to 2 hours of homework, in addition to the class itself. This time before or after class each day is essential to reinforc

ITIL Master -- The Why and the How

Becoming an ITIL Master - the Why: Enhanced Expertise: The ITIL Master designation demonstrates a deep understanding of ITIL concepts, methodologies, and best practices. It showcases your expertise in managing IT services effectively and efficiently. Value to Employers:  Organizations are constantly looking for professionals who can improve their IT service management practices. Holding the ITIL Master makes you a valuable asset to employers seeking to enhance their IT service capabilities. Career Advancement: Holding the ITIL Master can open up various career opportunities. Many organizations value certified professionals for leadership roles, strategic planning, and process improvement initiatives.  Industry Recognition: ITIL is globally recognized and widely adopted by organizations of all sizes. Being an ITIL Master adds credibility to your profile and can make you a sought-after professional in the industry. Problem-Solving Skills: The certification process involves solving co

ITSM Academy Takes the Galactic Stage as a Sponsor for Pink Elephant's Star Wars-Themed 27th IT Service Management Conference and Expo

In the thrilling galaxy of IT Service Management (ITSM), a shining star has illuminated the path to excellence for two decades. ITSM Academy proudly celebrates its 20th year, and in a cosmic twist, announces its sponsorship of the Pink Elephant's 27th Annual International IT Service Management Conference and Expo, themed around the legendary Star Wars saga. 20 Years of Excellence:   Since 2004, ITSM Academy has been a force for good in the realm of IT service management education and training. Adaptability and evolution have been the Academy's lightsabers, cutting through the challenges of the ITSM landscape. With two decades of commitment to empowering professionals, ITSM Academy continues to equip them with the skills necessary to navigate the complexities of the ITSM domain. Conference Sponsorship in a Galaxy Far, Far Away: As a proud sponsor of the Pink Elephant's 27th Annual International IT Service Management Conference and Expo, ITSM Academy's booth celebrates, &

Happy Anniversary ITSM Academy - 20 years and counting!

As I reflect on the incredible journey of the past two decades, I am filled with gratitude and a deep sense of appreciation. Today marks the 20th anniversary of ITSM Academy, and I want to take a moment to express my heartfelt thanks to all the Academy friends & family. 🙏 Gratitude for Endless Support: To our industry partners, and collaborators—thank you for your unwavering support. Your encouragement and shared experiences have been a source of inspiration throughout this incredible journey. ITSM Academy's Company Philosophy was crafted in early 2004. I'm delighted to say if I were to write it again today... this is still what I would say.    Company Philosophy We believe people are our greatest resource – and count on each member of our team to be a superstar who, collectively, creates a high-performance team. We treat our people with respect and learners as guests in our home. We recognize suppliers as partners in our efforts. We realize our people’s input and energy

Maximizing Training Value: How to Get the Most From Your Organization's Training Investment

In the ever-evolving landscape of business, investing in employee training is a crucial step toward maintaining competitiveness and fostering growth. However, it's essential to ensure that your organization's training dollar spend translates into meaningful outcomes and lasting benefits. In this blog, we will explore effective strategies to help your organization extract the maximum value from its training investments. ITSM Academy, Founder and CIO, Lisa Schwartz, recently presented a webinar on this topic, with practical advice about maximizing your investment once the decision has been made to conduct training - watch here Align Training with Business Goals: The foundation of a successful training initiative lies in its alignment with your organization's strategic objectives. Before investing in any training program, carefully assess how it contributes to key business goals such as improved performance, increased sales, or enhanced customer satisfaction. When training is