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…
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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.
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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…
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Why do IT professionals attend conferences?

business, itsm
IT Professionals are an interesting breed - and I've had plenty of opportunity to study the 'species' last week at the FUSION11 conference in Washington. Of the 2000 attendees there was a group of people who clearly enjoyed the personal interaction and social aspects of attending a conference, but there was another group (probably even larger!) who appeared to be very single focused: attend the sessions, take notes and go back to the hotelroom to work a bit more. You didn't see them at the social events, they didn't attend the networking sessions. You didn't even see them at the motivational keynote events... they showed up at the breakout sessions which were specific to their current job role. It made me wonder... if attending a conference is only to gain…
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Is this the end of an era? Will Cloud Computing separate the "boys from the men"?

business, cloud computing, itsm
Had an interesting discussion today at lunch with the owner of an IT support company in Brisbane and the owner of a niche specialist IT provider for the retail industry about the effect Cloud Computing has and will have on this part of the IT industry. The discussion really started when somebody asked about our experience with migrating from Exchange based email services to Google apps based services. And Scott made a valid point: the small IT support shop around the corner that services the Small Business segment will really feel the change in the market. Ask yourself the question... seriously... if you had to start all over again, and set up IT systems for your business, would you purchase proprietary software or would you start off with Google Apps…
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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…
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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…
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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…
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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…
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SLAs come with a process attached, says ITIL Service Management

itil, itsm
When you start looking at the reason why many SLAs fail to deliver upon their expectations, you often see that the Service Level Management process hasn't been implemented at the same time... This week I have been teaching a workshop on Service Level Agreements in Indonesia. An amazing experience, as it is always fantastic to see the journey that people go through during these two days. Initially the focus is purely on the document; the Service Level Agreement. But by the end of day 1 people start to realize that you need to go through the whole PLAN - DO - CHECK - ACT cycle to have a complete picture. In the past few days we answered the following questions: Q - How can you create SLAs when you don't…
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