Continual Professional Development (CPD) to support ITIL®

AXELOS, the ITIL® Accreditor, has recently announced they are working on a Continual Professional Development (CPD) service to support the AXELOS Global Best Practice Portfolio including ITIL.

From their press release…

“The CPD programme will create and establish lifelong personal brand value by enabling individuals to stay current in their knowledge and protect the investment they have made in the AXELOS Global Best Practice qualifications. This best of breed service is designed to be truly customer centric – tailoring professional development to individual needs and allowing an individual to learn in a way that best suits them.”

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We will keep you posted as we continue to learn more about their plans.

Until your next trip to LisaLand…Happy Learning!

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ITSM Academy Presenting at Fusion

I think this is the 10th year in a row that at least one ITSM Academy team member has spoken at @itsmf_usa Fusion – #SMFUSION14 – event.  As Montgomery Gentry says; “That’s something to be proud of.”

This year, my business partner, Jayne Groll (@ITSM_Jayne) has been invited to present on two topics:

And Donna Knapp (@ITSM_Donna) will be co-presenting with Anthony Orr: Breakfast Briefing 01: How to Pass Your MALC Exam – If you are planning on becoming an #ITIL Expert, and you are attending Fusion, don’t miss this breakfast!

Until your next visit to LisaLand…Happy Conferencing!

ITIL is turning 25 this year…just like me, who knew! ;)

Guest Host Post – by Donna Knapp (@ITSM_Donna)

ITIL is turning 25 this year…just like me, who knew! 😉

ITILResearchIn honor of this milestone, AXELOS commissioned a study (The Importance of ITIL® – A Global View – 2014 and Beyond) to provide a global and independent assessment of the current perception of ITIL, engaging nearly 400 C-Level and medium tier service managers in key international regions across a range of industries.

One of the stated reasons that the study was commissioned is because ITIL’s benefits are being questioned in light of factors such as cloud computing, more advanced automation, and agile. The results of the study reaffirm ITIL’s value, particularly in the eyes of IT executives. In fact, according to the study, just under 70% of executives indicated that ITIL is becoming more important in light of these trends.

Other interesting results presented in the survey include:

  • 71% of those surveyed view ITIL as playing a tangible role in supporting the move to DevOps and Agile
  • ITIL 2011 adopters are more likely to see ITIL as growing in importance
  • 40% of non-2011 respondents plan to move to 2011 soon
  • Certification and training was deemed the most valuable resource (over, for example, the core books themselves)
  • Having said that…43% of respondents specified ‘too busy’ as their reason for not taking ITIL training (Lisa Note:  this is one of the many reasons ITSM Academy is now delivering live, virtual training and supplementing with our Learner Portal!)
  • We still have a ways to go, however…only 21% of the organizations surveyed had achieved ‘improved agility and flexibility in provisioning services’  through ITL (Agile Service Management to the rescue!)

Have I peaked your interest?

Click here to check out the complete study.

Until your next visit to LisaLand… Happy ITILing!

Tell the Story With Business Value Dashboards

We are VERYDashboardWebinar pleased and excited to have Jeffrey Brooks, a Research Vice President with Gartner, Inc. as our presenter on our next webinar.

Thursday, August 21, 2014 at 11am (Eastern)

Jeffrey Brooks is a Research Vice President in the IT Operations Management team of Gartner. His research focuses on IT service management, including service desk, incident management, problem management, change management, process improvement (including the ITIL framework) and SLA management, as well as IT service catalog. Mr. Brooks helps clients understand the key metrics, best practices and core processes required for IT to deliver meaningful service and support that align to the goals of the business. Mr. Brooks has also authored numerous publications, including co-authoring “The Help Desk Manager’s Crash Course” (2009), and he has received numerous individual and team awards, such as Customer Service Manager of the Year (2011) by the Stevie Awards for Sales & Customer Service, HDI Team Excellence Award for External Support (2010), and Customer Service Company of the Year (2009) at the NCTA 21 Awards.

Register Today

Until your next trip to LisaLand…Happy Learning!

Converting a Budget Deficit Into an Innovation Surplus – USPS

I’ve been meaning to write the blog, “I Left My Brain in San Francisco” for the last 2 weeks. Unfortunately, without a brain, it’s pretty hard to write a blog!  And I say that I left my brain in San Fran, because it was blown away by what I learned, saw and heard at the ServiceNow #Know14 conference.  What a great event they have grown into.  The line-up of presenters, topics, labs… it’s really a well orchestrated week, filled with learning and fun – two of my favorite things….

One of the BEST presentations was by the folks at the United States Postal Service, titled Converting a Budget Deficit Into an Innovation Surplus.

The title certainly caught my attention, and it sounded like it might be a little different from the other presentations, so I attended.  And man, am I glad that I did!

I am so impressed with their Service organization, and how in tune they are with their stakeholders and customers, that I reached out and asked if they would re-present for ITSM Academy’s June webinar… and they said YES 😉

So I am very happy to say;

Please join us for a complimentary webinar: Converting a Budget Deficit Into  an Innovation Surplus on Thursday, June 19th at 11am (Eastern) – Register 

Presenters: John Edgar, VP of IT and Kathleen A. Warnaar, Manager, Performance Achievement, United States Postal Service.

EXCLUSIVE WEBINAR BANNER June 2014“It’s no secret that the United States Postal Service operates under a stringent budget deficit, but what may surprise you is that the IT organization has converted that deficit into an innovation surplus. Join USPS, John Edgar, VP of IT and Kathleen Warnaar, Manager, Performance Achievement, as they discuss how they’ve been able to align IT as an enabler in support of a cross-organizational initiative focused on service, revenue and value transformation. Employing new strategies and approaches in service definitions and delivery, IT is successfully achieving operational efficiencies, cost savings and customer satisfaction. John and Kathleen will discuss how IT is reinvesting the savings delivered by their ITSM initiatives to drive additional innovations and automation across the enterprise.”

Have questions you want included? Post them on Twitter; #askITSM.

Until your next trip to LisaLand…Happy Learning!

Full Circle – from ESM to ITIL and Back Again

I guess it means that I’m getting old… I can look back over my career now and see many things coming full circle.

As example, we just celebrated our 10th anniversary here at ITSM Academy.  Of course, we are much larger, with more robust processes in place (and 30,000+ Alumni!) But, with the introduction of our new Agile Service Management Line of Training, there are many parallels to when we originally launched our ITSM/ITIL Line of Training.

Earlier this month, I was fortunate to attend the ServiceNow Knowledge14 Conference, and that’s where it really hit me.  Several people talked to me about “Enterprise Service Management” and how that title needed to replace “ITSM”.  I don’t disagree, but it struck me as so funny.  10.5 years ago, I was an ESM Practice Manager, but got so much feedback that people didn’t know what that meant.  My favorite was, “Why would you call yourself that when your are the ITSM Practice Manager?” Based on that conversation, I did something as unethical as it gets here in LisaLand…. I went onto LinkedIn and changed my job title…(insert shocked face here!).

So what does this mean, this movement to (as one presenter called it) – Innovating Beyond ITIL: Enterprise Service Management.  Well, quite simply, it’s where we should have been 15 years ago.  The focus of ITSM / ITIL / ESM – whatever you want to call it – has to be outside of IT.  The focus of any successful (insert your letters of choice here) Program needs to be on;

  • the services we provide
  • the stakeholders we provide them to
  • the cultural change that needs to shift our IT organization into a service provider

One of the KPMG presenters said, “Innovate on ITIL, but don’t emphasize the IT in  ITIL”. Which will leave some feeling IL – LOL (sorry, couldn’t help it!)

KPMG also spoke a lot about Global Business Services.  I did a little follow up reading and, “Global Business Services (GBS) business operating model is poised to replace standalone outsourcing and shared services…with around 60 percent of the organizations embracing GBS over the next three years. The research also predicted that expenditure on external GBS is expected to nearly double-up to reach $73 billion in 2017 as against US$ 40 billion in 2013.”

arrows_tail_spin_multi_colored_400_wht_9654And to take us full circle now on this blog….I think, we are back to where we should have started 15 years ago.

I also think that getting older gives you some perspective that makes life more interesting…. but that will go full circle too.  One day, we won’t be able to remember any of this anyway.

Until your next trip to LisaLand…Happy Circling!

Hey, There is Something to this ‘Agile’ Thing

A few months ago, several of the ITSM Academy team (including yours truly), earned our Certified ScrumMaster (CSM) Certificates.  While Scrum – and Agile – are typically utilized for software development projects, we quickly realized a lot of the knowledge and tools that can be applied to any project type.

Here at the Academy, we’ve undertaken one of the biggest projects we’ve ever tackled. We are standing up a Learner Portal, www.my.itsmacademy.com.  This portal will touch every line of business, and is a huge value-add for our learners.  To learner more about it, please click here.

When we came home from our Scrum training we were, “hot and happy and ready to go”. We were planning on applying our new skills to the Learner Portal project.  But then the real world reared its head and we didn’t immediately, or correctly, begin applying the knowledge.

I’ve said, since we started the company, that we will never use that terrible expression about the Cobbler not being able to fix his own kids shoes.  Based on this, and our desire to recoup our return on investment, we knew we had to buckle down and built a plan.  So that’s what we did.

We didn’t start fully, we probably didn’t even start “right”… but we started.

We identified our first Sprint – and have been running ever since! With each Sprint retrospective, we take the time to improve the way we are using Agile and our Sprints.

The result has been that we are getting more “ship-able products” to market.  These include (but are not limited to 🙂

So, in a nutshell, Agile is keeping the Academy rolling at a brand new speed!  We are excited to introduce the courses above, which will help our clients and alumni start Sprinting too 😉

Until your next trip to LisaLand…Happy Sprinting!

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