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

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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…
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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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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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Our first experiences with the ITIL V3 Manager Bridge program – online eLearning

itil, itsm
What a fantastic few weeks it has been. It has been so busy that I can't even remember doing anything other than work and sleep. But I know that is not true because last Friday we celebrated The Art of Service's birthday party which was great fun! We had all staff and partners together for an old fashioned birthday party with bingo games, a BIG cake and lots of laughter. So what happened in the past few weeks to make it so busy? Well, a lot of things really: We have been delivering ITIL V3 certification courses in Australia and internationally, mainly V3 Foundation and V3 Intermediate programs. We employed 2 extra staff members to keep up with our workload, and our recruitment process takes a LOT of time! (each…
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ITIL V2 Manager Certificate; I want it and I want it NOW! (your wish has been granted)

itil
Well... it's not quite that simple, but the chances are a lot better with a new publication that The Art of Service has put on the market. Yep - better late than never! I  know... because the ITIL V2 managers program may be pulled in 2009 in favor of the ITIL V3 intermediate exams. The reason why we continued with the book, and put it on the market now is that there are a lot of people who want to save time and money and want to achieve their ITIL Expert status via the ITIL V2 Managers path. Have a look at the best practice website for the various ways to achieve your ITIL Expert status, they have added a neat little calculator that tells you exactly how many points…
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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?

itil, itsm
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) has to employ accredited trainers to be able to deliver the ITIL certification programs. This is part of the accreditation stipulation and we pay an annual fee per trainer for this accreditation, I get that. But, with the new ITIL V3 certification stream APMG has also changed the trainer requirements. It is now a requirement that: every trainer who wishes to teach any of the ITIL V3 intermediate programs has to have their ITIL…
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Are you an ITSM Grand Master?? or did you happen to pass your theory ITIL exam?

itil, itsm
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 simply a different approach to the same issue. And we want to enable you them keep studying, and continue to learn. I can't remember who said it but this quote rings true in this context: " insanity is: doing the same thing and expecting a different outcome"... As an ITSM Grand Master you expect a different outcome - you want things to be better, easier, smoother, more efficient and more fun. So clearly we need…
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Are visas designed to make us cheat?

business, itil
Since I am going to South America next month I have entered the wonderful world of visas again.... AARGGHH  - and it is driving me crazy! Why do visas still exist in the first place? Isn't it enough to have a checkpoint when you enter the country so that people know where you are and for how long you are staying? Why are there 5 million different visa types with an equal amount of paperwork to be filled in before applying for said visa? (OK - 5 million might be a slight exaggeration, but I am not far off.... ). Is it to discourage people from going to your country to do business / work / entertain? (Oh - this person is coming over to bring knowledge to our IT…
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Didn't pass your ITIL V3 Foundation exam?? Don't despair.. you're NOT alone!

itil, itsm
As I mentioned in an earlier blog - as of the 1st of May 2009 there is a new syllabus for the ITIL V3 Foundation and ITIL V3 Foundation Bridge exam. This new syllabus is a result of the global review and lots of feedback from many students, training providers and examination institutes. The biggest comment was that the Foundation program was basically 'too much information' for a 3- day course and the regional representatives spent 2 days talking about a better way of teaching this Foundation level of the ITIL V3 Service Management program. Based on this feedback and these discussions, APMG created a new syllabus for the Foundation and Foundation bridge exam and a completely new set of examination questions that are in line with the syllabus. The…
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