Why ITIL Problem management needs the power of positive Psychology

itil, itsm
Earlier this month I attended the ITSMF QLD quarterly meeting and one of the speakers was Katherine O'Callaghan. To be completely honest with you - I wasn't looking forward to her presentation as she was positioned as an academic who was presenting on her PHD studies around incident management. You know me as a pragmatic person and the idea of listening to a PHD graduate didn't really excite me that much. I was wrong... her presentation was very good and insightful and not at all the boring dry story I anticipated. One of the things that resonated with me was her idea around 2 types of problem resolution: Problem focused Solution focused Most of us tend to use option 1 but her study has shown that when you use a…
Read More

Itil – the Big River

itil, Uncategorized
Oh - this is simply too funny! Today I read the itsmportal and it talked about the discovery of itil... Russian Archeologists have discovered the remains of the city of itil -  the former Capital of Khazaria (around the 8th century). So of course I went to the Wikipedia to see what it has to say about itil and it says that itil literally means "Big River"... and this is so appropriate! Having a Big river close to your village or town means trade and prosperity and this is exactly what ITIL- the IT Service Management Framework has been for a lot of organisations. The fact that they implemented the ITIL processes meant learning a new language that allowed them to communicate with the business to trade their goods and…
Read More

The ITIL pyramid scheme

itil, itsm
One of the entries in our ITIL Experience Book talks about the "Pyramid Scheme" for the ITIL V3 Certifications. He probably referred to the way the certification scheme is illustrated APMG probably didn't mean to have people talk about this qualification scheme as a 'pyramid scheme' but a lot of discussion is happening in offices around the world about the investment required to do the certification Programs. This has been one of the drivers for The Art of Service to develop the entire qualification pathway as eLearning Programs. You go through fully accredited course materials, supported by ITIL Expert Trainers, at a fraction of the classroom price. You can achieve your entire ITIL Expert qualification through our eLearning programs, which are accredited by EXIN.
Read More

In times of recession – how does ITIL Service Management help to keep your good employees?

business, itil, itsm
Today I was interviewed by somebody from the itSMF about trends in the ITSM education and training industry. Inevitably the questions go the the current economic climate and the position of education in all this. To me this is really easy - but then again: I run an education company so I am slightly biased -  ITSM education really helps organisations to make a difference. Note that I don't say 'training' as I don't have a lot of positive things to say about organisations who only focus on the training aspect.. teaching monkeys tricks...  Of course there is a training aspect in each educational program but there is so much more to it! Being an educator means that you know your subject as well as have the ability to make…
Read More

The benefits of Cloud Computing in relation to Climate change…

business, cloud computing, itil
The title is a little 'tongue in cheek' but the message is still true: Yesterday we got hit by a massive storm and due to this we have not had any power in our house since 5pm yesterday afternoon (it is now 12pm). So almost 20 hours and counting... When I just spoke to our security lady she mentioned that the 'blackout' could take up to 48 hours!! [caption id="attachment_206" align="aligncenter" width="300" caption="Branches ripped off trees by the storm"][/caption] After my initial shock - and some quick calculations of the value of the content in our freezers that is now slowly defrosting, I started thinking about the effects this has on our service delivery: My husband's laptop and Internet connection runs of the main power and can't be used at…
Read More

ITIL Capacity Management and Financial Management working together to block business processes

business, itil
I just checked into my hotel in Rio de Janeiro - great location: close to the beach and not too close to the busy streets. As I have to deliver a presentation tonight I wanted to do some work in preparation, so I asked the girl at reception about the internet connection. (normally I have to ask for a cable as I don't carry one with me) No problem with the cable as it is wireless internet so she gives me the userid and password for the connection. I am happy as my business processes can continue from my mobile/virtual office. But that happiness quickly vanished when she shouted at me - just before I stepped into the lift on my way to my room - "oh, and internet is…
Read More

Why do training organisations pay mega $$ for ITIL accreditation?

itil, itsm
Caveat and pre-warning. This might turn into a little bit of a rant... Today I was notified that we didn't win a large training opportunity. This doesn't happen often, but still.. not happy with the results. And as always I try to figure out where I could have assisted the client better in their purchasing process.  Good thing is that this time I know who I lost the opportunity to, so I decided to check out what the differences are in our approach. Now here's the deal: The Art of Service is accredited with EXIN for all ITIL V2 and ITIL V3 certification courses, both for our classroom delivery and our eLearning delivery methods.  And yes, the full list is: ITIL V2 Foundation ITIL V2 Practitioner IPAD, IPPI, IPSR, IPRC…
Read More

Set your service Free!! or: Free Willy – the ITIL way…

itil, itsm
Yesterday was day 2 of the Service Transition course and we were discussing the following processes: Transition Planning & Support Service Asset & Configuration Management Change Management Release & Deployment Management We had some fantastic discussions, shared valuable experiences and had an overall good time! Then... somebody asked what the difference was between 'releasing' something into the operational environment and 'deploying' something into operations. As none of us have English as their first language (this course is running in Mexico City) - we were in for an interesting discussion! One of the students went back to Spanish for an explanation: Release Management in Spanish is: gestión de la liberación.  Oh, that got my creative juices flowing!! HA - liberación... set the software free! set the service free! Free willy!! Unshackle the bounds of…
Read More

Starting from scratch in 2009 – new chances for ITIL, ITSM and Cloud Computing…

business, cloud computing, itil, itsm
It is 7am on the 1st of January 2009 - always a special moment the start of a new year. We have a tradition that on the 31st of December we grab a little notebook that we hide during the year and look back at our goals and ambitions that we wrote down on the 31st of December of last year. It is great fun to look back at all the goals and targets we achieved (tick) and missed (crosses). Even our 7 year old joins in with his goals and targets for the next year... And now 2009 is here...  we look at an empty calendar and consider all the things we want to do and achieve this year.  What will it bring for our ITIL Service Management certification…
Read More

You give ITSM and ITIL a bad name!

itil, itsm
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 what happened:  I was introduced to this person who is the Service Catalog manager in his organization. I asked a few questions about this role as I am interested in his experiences. We all know that in ITIL V3 the process of Service Catalog Management is now a separate process from Service Level Management as well as a sub-component of Service Portfolio Management. And I can't help but wonder how this works in practice...  So…
Read More