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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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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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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ITIL V3 Service Strategy Process Demand Management works with other processes

itil, itsm
The ITIL V3 lifecycle phase of Service Strategy puts a strong focus on Demand Management and the role it plays in the strategy towards, and design of, IT services that meet the expected demands. However, this process can not work in isolation... Demand management needs to work closely together with the processes in the other lifecycles to manage and control all aspects of demand for IT Services. Some examples follow… Service Strategy: -       Financial Management is involved in costing and pricing issues, but also in preparing a value proposition and ROI calculations. It helps with preparing financial constraints measures. -       Portfolio Management is involved with the strategic planning decisions for this new service. How does it fit into the service pipeline and the current live service offerings? It keeps a…
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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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ITIL Release and deployment management for Windows 7

itil, itsm
With all the hype around Windows 7 I have been thinking about the release and deployment processes that would be associated with a large and very visible project as this one. Obviously, there has been quite some customer feedback from the previous releases and versions (Vista). This would have been the basis for the RFC (request for change). So how would the ITIL processes be applicable to this project? It will all be under control of Change Management, as this process is meant to manage all risk associated with changing the IT infrastructure and IT Services. As there will be a major potential business impact for faults and mistakes, I would expect a rigid process and procedures around this project and a strong CAB with firm decision making powers.  …
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Comment on Tweet from Majid Iqbal [ @majidiqbal ]

itil, itsm
Majid wrote the following tweet on the 17th of September: Call for re-write is for benefit of ITIL training industry; not necessarily for advancement of current best practice. Tails wagging dogs. This may be so for a few influential players who will be involved with the re-write but most training organisations out there will be disadvantaged (yet again) by this update. It will most likely mean that the training provider has to update course materials, review practice exam questions and spend time understanding what these changes mean in the context of the entire framework. It means another investment into the knowledge of the ITIL trainers, who will need non-billable time to digest the changes and update their materials. It also means that the market has to deal with another level…
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