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

Merry Christmas and a Happy 2009

Uncategorized
You probably noticed that I am not as active with my blogs these days... the reason for that is simple: after 51 weeks of IT Service Management, ITIL and Cloud Computing - I am now spending 2 weeks fully focused on my family... Long lazy days at the pool sipping cocktails and glasses of champagne! Please join me in enjoying the final days of 2008 and I wish you all a fantastic, successful and amazing 2009! May all your dreams come true... in business and personal. As you can see this is a pretty old post but the idea is still the same: 51 weeks of the year we serve our customers, clients and students, but the week between Christmas and New Year is the middle of summer here in…
Read More

What happened to Service Validation and testing in ITIL V3 Foundation Syllabus?

Uncategorized
Today was a very exciting but also very sad day for me... Our development team showed us the alpha version of the new ITIL V3 Foundation course material which is developed based on the new APMG/EXIN syllabus. This new course and the new exam is going to be launched on the first of May 2009 - so that is less than 15 days away!! The material looks amazing! Very clear and easy to follow, with new diagrams and new illustrations. It is not just a 'tweaked' program, but basically an entire new course. We used the updated syllabus, but also input from our accredited trainers, partners and students to create this new material. So that was the exciting part of it. I think it will be a lot better for…
Read More

Want to feel depressed? Go see your doctor!

Uncategorized
As I wasn't going to the office today, I thought that this might be a good opportunity to go to see my doctor for a generic checkup. After all - I'm not 21 anymore...! Well - that was an interesting experience! The reason why I went in was because I had some niggly things happening and I wanted to check if it was physical or a simple case of "too-much-to-do-and-the-body-tells-you-to-slow-down-a-bit" Pretty simple service request: is it A or B? Well, I must have opened a can or worms because for the next 20 minutes my GP gave me a complete lesson on why the economy is going down, that when I put $100 in my bank account the bank uses it to loan approx. $1000 against it and that I…
Read More

Too busy for doom and gloom

Uncategorized
No - I am not sticking my head in the sand. I know that there is a change in the global economy and that this is changing the way businesses do business. But to be honest: we have never been so busy as we are today! So in the office we regularly say to each other: "too busy for doom and gloom". No matter what the economy does, we still have clients who have needs demands and wishes. They still would like to attend our educational programs.  Now that I think of it... our clients are really smart! Now is THE time to attend our educational programs. The education we offer is to create and manage processes, procedures and workinstructions to streamline business processes in the IT groups. To create…
Read More

Mixed emotions… be careful what you wish for!

Uncategorized
For months and months we have been asking for a lower US$ ... The reason is because we sell a lot of our products online and most of those sales are in US$. When we started this online sales the US Dollar was approx. 60 cent so this made us really happy! However in the last few months (years really) it has steadily increased to 99 cents! This means that the same product now yields 30% less in revenue!! Mind you - this is with the exact same cost base and activities on our side so it really cuts into the profits. You can understand how this didn't really made us very happy. So for the last few months we kept saying to each other: wouldn't it be great when…
Read More

All hands on deck – team work at The Art of Service

Uncategorized
One of the things that the team at The Art of Service excels at is meeting targets. No matter what - when we promised something we do it! So when we planned a mailing campaign for this week we sort of forgot that there is a public holiday in the middle of it. And we sort of didn't think about the fact that this means that the post office is closed on Wednesday! But we had our target of sending out the letters on Wednesday... now we had 2 options:   Be flexible on the goal - after all it is a  public holiday so it's really out of our control. All hands on deck to make sure it happens - not matter what! You guessed it: Our fantastic team…
Read More

Fan error…

Uncategorized
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 first sight: the first laptop only worked for 1 day or so --> the motherboard decided to die on me. Easy fixed as it was within the first 7 days of opening the box (more like, the second time I turned it on!!) The laptop was sent back to the supplier for replacement.... and I waited.... and waited... and received the message that the second laptop died in transport. Not to worry, a replacement laptop…
Read More

Rob England keynote #leadit

Uncategorized
Rob England (aka the IT Skeptic) guided us through a forrest of IT Service MAnagement trends in the next decade. some of the major take aways from his presentations are: Information Technology really should be rebranded as Information ENGINEERING. It is important to mature our industry along the lines of the Engineering industry where we need education and qualification as entry level requirements and ongoing certifications to remain part of the profession. The future of our industry relies on 3 major 'legs' (like the castors on an office chair): Governance Assurance Service The service component needs to focus on: Service Design Lean Outside in - being customer centric Social Media ISO 38500 is an important standard for IT governance (or rather corporate governance for IT Management) because it provides us…
Read More