ITIL V3

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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ITIL V3 Intermediate course – OSA

November 29, 2011

WOW – what a week it has been! I have been a busy little bee… teaching a new course in a country where I don’t speak the language is one of those experiences that you don’t get every day! As a person and as an IT Service Management Professional you can’t help but learn and [...]

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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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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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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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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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Who came first: The chicken or the egg? (trying to answer the question why APMG/EXIN accredited ITIL Service Management trainers must pay for their ITIL V3 Intermediate exams?

June 13, 2011

WOW – that is one massive title… The reason why I wanted to write about this subject of ITIL V3 intermediate exams is because I find it very difficult to ‘sell’ this policy to my accredited trainers and our delivery partners. This is the issue: The Art of Service (and every other Accredited Training Organization) [...]

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6 weeks left to complete your ITIL V2 V3 Manager Bridge exam

May 7, 2011

In the last couple of weeks I start to notice that our clients and students are getting a bit more nervous about the ITIL V2 V3 Manager Bridge exam. APMG have set a hard finish date of June 30th, 2011 for the exam to expire. After this date there are no options or possibilities to [...]

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Which ITIL lifecycle phase interacts with the clients?

May 5, 2011

The ITIL Framework is based around IT Service Management (so basically the activities that need to be done to create, deliver and manage IT Services). As the focus is on the management of services it is of vital importance to stay in constant contact with your clients, every phase in the Service Lifecycle focuses on [...]

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ITIL V3 – to be a process or not to be a process, that is the question!

May 5, 2011

As always we have the same discussion again in relation to ITIL V3: Are the ‘processes’ in the Service Operation Lifecycle, really processes or merely procedures within a larger process? Today the discussion flared up again in relation to Request Fulfillment Management. Should this really be a separate process, or should it be a component [...]

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