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Friday, January 23, 2009

Welcome to Jayne Explains

Happy New Year! Welcome to the first posting of Jayne Explains, the blog of Jayne Groll, President of ITSM Academy. Consider this a virtual water cooler around which I will attempt to explain the latest developments in IT Service Management as well as upcoming happenings here at ITSM Academy. I hope you will find this a valuable and positive ITSM resource.

There is nothing plain about the economic challenges facing us. This is not the time to abandon process development. This is an opportune time to demonstrate that the need for managed, efficient, effective and quality IT services has never been more critical. . I strongly encourage you to leverage the guidance in best practice ITSM frameworks to identify quick wins that can potentially lower or justify costs.

Service Management will continue to evolve in 2009. Here are some highlights:

The long-awaited ITIL® V3 Intermediate Certifications will release throughout the year including the Lifecycle (implementation) and Capability (practitioner) streams. Managing Across the Lifecycle, the gateway course to ITIL® Expert certification will also be introduced. APM Group has released an online Credit Profiler to help learners build a relevant and balanced ITIL training program leading to the ITIL® Expert certification. The Credit Profiler is free and can be accessed at While the Credit Profiler asks for “passed” courses, you can also use it to simulate different educational scenarios.

Interest in Microsoft Operations Framework (MOF) V4.0 is growing as either a standalone ITSM framework or as a strong complement to ITIL V3 and/or ISO/IEC 20000. MOF has a grassroots, prescriptive approach that I’ve dubbed “service management for the masses”. It is applicable to every company, regardless of platform and, the best part is that the intellectual property is free! If you haven’t looked at MOF, I highly recommend checking it out at There’s a good overview document as well as detailed guidance and free templates (job aids). Microsoft has set up a community forum. Microsoft and EXIN have partnered to offer a MOF training and certification program.

ISO/IEC 20000 is also beginning to gain momentum in the US, particularly in the government sector. More organizations are considering ISO/IEC 20000 certification while others are using the standard as an auditable benchmark for their ITSM programs. itSMF USA has chartered an ISO/IEC 20000 Special Interest Group (SIG) that will be conducting virtual meetings throughout the year in a webinar format. itSMF USA will also be hosting six regional Road Shows this year centered on ISO/IEC 20000. EXIN has introduced an tiered ISO/IEC 20000 certification scheme.

We will take a deeper dive into these and other topics in future posts.

Wishing you a happy, healthy and prosperous New Year,

Jayne Groll

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