the art of service

Dinner at parliament House

December 16, 2011

Last night was the gala dinner at the conference and this year the location was the great hall in Parliament house. Silly us… we thought it was the OLD parliament house (and assumed it was now a function centre). Nope – it was the NEW parliament house where currently parliament is in sitting. (No, Kevin [...]

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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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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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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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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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Fan error…

June 17, 2011

The saga continues… I absolutely adore my laptop and am completely in love with the tablet function and inbuild mobile internet connection. Needless to say I take it everywhere I go… my laptop and I are becoming like siamese twins! When you see me – you see my laptop. But it hasn’t been love at [...]

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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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