IT Service Management

ITIL V3 Certification – are you confused?? You are NOT alone…

March 4, 2012

For a scheme that has been around for approx. 2 years now, it is pretty sad that there is no increased clarity around the ITIL V3 certification scheme.  Where a few years ago most clients would be confused because of the scheme it self, now it seems that training providers are able to do their [...]

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Does ITIL still cover all Service Management aspects when you utilize Cloud Computing?

March 4, 2012

This week I have been engaged in an email discussion  on the subject of the limits of ITIL when it is used in a cloud computing environment. Should there be an extension to ITIL specific for Cloud Computing environments? (hey – idea, just thought of this.. we could call this ITIL V3.1 or ITIL V4… [...]

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Why should I do ITIL V3 Intermediate Programs via The Art of Service?

February 27, 2012

ITIL v3 Intermediate Courses Do the courses also include a paper textbook or strictly PDFs?  My preference is on paper since easier on the eyes (especially with me doing cram weeks).  If strictly PDF can I get the paper version too? Who would focus on the Capability versus Lifecycle program?  I suspect I’m more interested [...]

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Didn't pass your ITIL V3 Foundation exam?? Don't despair.. you're NOT alone!

February 27, 2012

As I mentioned in an earlier blog – as of the 1st of May 2009 there is a new syllabus for the ITIL V3 Foundation and ITIL V3 Foundation Bridge exam. This new syllabus is a result of the global review and lots of feedback from many students, training providers and examination institutes. The biggest [...]

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There is more to ITIL Service Management implementation than most project Managers think…

February 23, 2012

This post is a little bit different because today is a special day for me… my latest book got published! (first on Mobipocket as an eBook, but it will show up on Amazon soon enough as a paperback). Reason why I am writing here about it, is twofold: Of course I am proud about this [...]

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ITIL V3 Certification Passrates close to 100%

November 29, 2011

Many people ask for passrates of our students, and to be quite honest there is no complete answer to this question. Reason being that most of our ITIL V3 Foundation students organise their exams independently via Prometric test centres. We don’t get the feedback on how they performed (apart from a select few who send [...]

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Design your life – what ITIL/ITSM practitioners can learn from entrepreneurs

October 6, 2011

OK – I have a confession to make.. I love hanging out with other entrepreneurs and business owners. It gives me such a buzz and inspiration! When you talk to other entrepreneurs there is always a new opportunity to discuss, or a renewed focus on the business and what customers really want or need. Last [...]

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ITIL Service Management – or how to deal with customers who say: "I want – I want – I want…"

September 8, 2011

I had a brain wave yesterday… (!) All of a sudden it dawned on me that a ‘want’  is not the same as a ‘need’… It is quite OK to have ‘wants’ as long as you understand that you can easily live without any of them. (Although a friend of mine commented that ‘wants’ are [...]

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Are you an ITSM Grand Master?? or did you happen to pass your theory ITIL exam?

September 4, 2011

EVERY DAY IS A SCHOOL DAY… … has been our motto for the past 10 years, as you never stop learning and never know everything about a subject. Our students know that things change rapidly and that there is always something new that you will need to know. A new theory, a new framework or [...]

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The 6 best answers to ITIL Service Manager exam questions

September 4, 2011

As I am going through some mock exams today, I notice that most people make the same mistakes so I wanted to give an overview with hints and tips on how to create the BEST answers to the ITIL Service Management exam questions: IT IS NOT ABOUT YOU This is my first hint… when you [...]

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