IT Service Management

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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ITIL Expert, business woman or… what I've learned during my 5 days on the couch

August 12, 2011

Last week I spent the entire week either in bed or on the couch, felled by either a massive cold or flu (the jury is still out on the exact culprit). As I usually have a fairly active lifestyle this week was different on many levels and I learned a lot from it: About being [...]

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Why Social Media is important for ITIL and ITSM practitioners

June 22, 2011

Life will never be the same again! I remember the day in the last century when I purchased my first mobile phone so I could continue the conversations with my clients while I was stuck in one of many traffic jams in The Netherlands.  I also remember that most of my consultancy clients didn’t have [...]

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Delivering Unforgettable Customer Service – yes you: ITIL expert! (I am talking to you!)

June 17, 2011

Now that I’ve got your attention… At the beginning of each year we tend to look at the things we need or want to achieve in the next 12 months. We look at courses we want to do, qualifications and certifications we want to achieve or job promotions we want to chase. But when you [...]

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Keeping our focus on the end goal – how ITSM makes impact on business outcomes

June 17, 2011

Last week somebody accused me on being too much process focused and not enough focused on the end result. After my initial emotive response (and the associated defence mechanism), I started to analyse why this person would say such a thing. In my discussions with people, and in my articles I talk a lot about [...]

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You give ITSM and ITIL a bad name!

June 17, 2011

My personal motto is “every day is a school day” and I always feel sad and disappointed when I meet people who clearly don’t want to learn anymore. Last Wednesday I met one of those people again, and 3 days later I still think about the discussion we had. (or rather: didn’t have) This is [...]

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