Ten Years Later

This week, ITSM Academy will celebrate its tenth anniversary.    Our whole team will be in Fort Lauderdale at our annual “all hands” meeting. We will use this time to draw on each other’s energies, ideas and capabilities to review the past, assess the present and prepare for the future to ensure that we continue to deliver value to our customers and to each other.

Ten years ago, many organizations were unfamiliar with ITIL or service management.  Awareness was slow and mostly at the large enterprise level.    There was not a lot of ITIL education available in the US.  The primary areas of focus were Incident and Change Management. Lisa and I helped found the 9^th itSMF USA Local Interest Group in South Florida. 

Things have certainly changed.  Here are a few of my observations:

• ITIL is no longer just for the Fortune 1000 organization.  The need for service management programs and practices has transcended every vertical market including government, non-profit, global and local organizations.  This is a very positive indicator about scalability and the fact that you do not need a million dollar budget to manage your services.
• Service Management is shifting the focus from apps to services.  The definition of “service” is still not as business-centric as it should be but we are closer than ever before.  Service Catalogs are more common and are being used to request and understand services by both the business and IT.
• Service Management programs are maturing and moving beyond Incident and Change Management.  Today’s roadmaps include processes such as Problem Management, Demand/Capacity Management and Service Portfolio/Service Catalog/Service Level Management.
• More organizations are interested in implementing Service Management Offices (SMOs).
• While ITIL is a great service management framework, it is not perfect and cannot stand alone.  More and more organizations are integrating their service management practices with frameworks such as Agile, Lean, DevOps, Project Management and Cobit.
• Interest in organizational change concepts is increasing.  Change the way people think and you are more likely to change the way they behave.
• Mobile computing, the cloud, BYOD and other influences are forcing IT to move faster and be more efficient.   Traditional service management will need to upgrade to Agile Service Management and leverage methodologies such as Scrum to improve velocity and workflow.
• DevOps is revolutionizing the relationship and flow between IT development and operational teams. Organizations will have to assess and improve culture, automation, measurements and sharing (CAMs) in order to compete.
• The future is now.

Technical innovations over the past ten years have been remarkable – from desktops to laptops to smartphones, tablets and beyond.   The next ten years will be an even wilder ride.  We are getting ready - are you?

Axelos Future of ITIL Workshop

In a recent blog, I introduced Axelos, the joint venture between Capita and the Cabinet Office that will manage ITIL’s intellectual property and qualification scheme commencing in January of 2014. 

I had the privilege of participating in a Future of ITIL workshop sponsored by Axelos on July 17 and 18 in London.  My role was as an ATO but also as one of the representatives of the ATO Advisory Council (AAC).  The attendees came from several different organizations and perspectives.  Each brought a wealth of insight, experience and passion for ITIL.  

Notably absent were the ITIL Examination Institutes, omitted while Axelos was finalizing their commercial model.   Since then, Axelos has announced that they will not take on the role of Examination Institute like their predecessor.   This is a good decision.  

While the topics discussed went in many directions and spanned the past, present and future of ITIL, the central theme remained constant - increasing the value of ITIL to the customer and end-user organization.   The intent was not to make decisions; the intent was to have open dialog about what works, what doesn’t and suggestions for improvement.  The most impressive aspect of the workshop was the lack of opinion or comment by the Axelos representatives, including CEO Peter Hepworth.  They were there to listen and absorb.

Several critical success factors emerged including the need for international market research, continuing communication and the obligation to balance market stability with the desire to innovate (sounds a little ITIL-like, huh?).

If you would like more information about what was discussed, the following are good synopses:

https://plus.google.com/100336838208744115222/posts

http://www.theitsmreview.com/2013/07/future-of-itil-workshop/  

http://www.theitsmreview.com/2013/07/future-itil-workshop-shared-feedback/

Axelos has stated that this workshop will be the first of many.  In the meantime, they have been actively soliciting input and engaging with stakeholders via social media.   On Twitter, you can follow them via @AxelosGBP and @ChrisBarretski.  They have also established a Google+ page to post official ebulletins and other relevant information

https://plus.google.com/100336838208744115222/posts

The JV has a New Name: Axelos

On July 1, 2013, the joint venture between the Cabinet Office and Capita was officially born under the name Axelos.  For sure, it’s an odd name for the new organization that will manage a best practice portfolio that includes ITIL and Prince2.  However, if you look a little deeper, perhaps the meaning unveils the direction that Axelos ultimately wants to take.

From the outset, the joint venture has sent strong signals about its interest in game based learning and gamification.  This has been evidenced by

• Capita’s acquisition of G2G3, a provider of simulations. G2G3 is not officially owned by Axelos.
• The naming of Peter Hepworth as CEO.  Peter comes from the video game industry.
• The brand Axelos, which pays homage to a philosopher who focused on the concept of “play”.

Clearly, the future innovations that have been mentioned in multiple interviews will include a stronger emphasis on games in the classroom.

ITSM  Academy also believes in the power of play – we introduced game based learning into our classrooms about a year ago.   As I previously blogged,  our Game On: An Interactive Learning Experience approach has been met with enormous enthusiasm from both learners and trainers.   

Gaming is good but Axelos’ first efforts should be to ensure that the transition is smooth and the needs of the service management market are met.  Remember, nothing is changing from a learner’s perspective.  The ITIL scheme and books are not scheduled for an update and APMG and Axelos will operate in parallel until year-end.    

I will continue to blog more information as it becomes available.

New Foundation Processes - Design Coordination and Transition Planning and Support

Two of the new processes we are covering in ITIL 2011 Foundation are Design Coordination and Transition Planning and Support.

These processes have very similar activities, and those activities can be compared to the role of a conductor for an orchestra. The conductor is responsible for:

• Interpreting the piece – these processes determine the strategy for the associated lifecycle stage
• Deciding on tempos – these processes determine the rigor and therefore speed associated with performing the stage activities
• Basically getting every musician in the orchestra on the same page with every single note of the piece(s) they will be performing – these processes ensure that all of the functions and processes engaged in a lifecycle stage are on the same page with every single new service or change to an existing service that they are handling

Thanks to one of our brilliant instructors for the analogy!

ITSMP Diploma and Tuition Reimbursement

ITSM Academy's IT Service Management Professional (ITSMP)^SM Diploma Program offers diplomas in three (3) occupational disciplines based on IT Service Management (ITSM) best practices, frameworks and standards. The career paths are:
· Change Manager (ITSMP-CM)^SM
· Support Manager (ITSMP-SM)^SM
· Service Level Manager (ITSMP-SLM)^SM

View ITSM Diploma Tracks

Many of our learners have come to us for advise on securing Tuition Reimbursement for their education. The primary question is, "Will my company pay for my tuition?"

If your organization has an established Tuition Reimbursement policy, of course they will. You just need a business case stating the relevance of the education and and little patience. With this, your educational aspirations can be achieved.

But what if your company doesn’t publish a Tuition Assistance policy? In our experience, just because they don’t currently offer reimbursement doesn’t mean they aren’t open to the idea. It might just mean that no one has asked. Since Tuition Reimbursement is typically funded through the Human Resources’ benefit program, the cost of your training may not impact your department’s budget and you may be able to work with your boss to capitalize on this opportunity.

A great way to approach it is to create a list of ways your education will benefit the company:

• In the course of the program, you will be earning five (5) internationally recognized certifications
• Your new skills are based on industry standard best practices
• This education will make you more productive at work
• You will be able to take on additional assignments
• You will be able to be a leader in the workplace

Your list should be part of a short business case which includes the following benefits of earning an ITSMP Diploma from ITSM Academy.

Number one: Value

Most employers are concerned about the expense of
employee education.

Demonstrate that the benefits outweigh the costs and be as specific as possible. We can help you put together a precise list of skills you will be learning. Remind them that in addition to earning an ITSMP diploma, you will also achieve industry recognized certifications. Since each ITSMP track has been built to ensure that students are equipped with ALL of the skills needed to succeed in a specific process management position, you will be better positioned to take a leadership role when needed. Also, remind them that paying your tuition may cost less than hiring a new employee with the skills you are learning, not to mention the cost of training the new recruit.

Number two: Longer Employee Retention

One of the best ways to prove your commitment is to sign a retention agreement. This ensures that you will stay with the organization for a specific period of time after earning your diploma. Most companies who offer tuition reimbursement already have this in place.

Number three: Competitive Advantage

Specifically demonstrate how your diploma will relate to your current (or proposed) position. Cite examples of how your new skills can be applied to IT Operations. From the ITSMP Catalog, show them the courses which you will be taking. Explain how the courses benefit the IT Department and the overall organization, by completing this unique combination of education. And remember, studies show that an educated workforce will keep your employers ahead of the competition.

Your ITSMP diploma will move your company’s IT Service Management initiatives forward. And what do we know about ITSM? Done right, it will implement and internalize best practices, improve productivity and reduce costs. So when you think of it that way, your employer will reduce operational costs by funding your education!

Happy 2010 - An Exciting New Year

Can you believe that it is 2010? I'm still wrapping my head around that one. I do wish everyone a year filled with knowledge, joy, prosperity and good health.

To celebrate the new decade, here's an update on 10 exciting ITSM programs, courses and innovations from ITSM Academy:

1. IT Service Management Professional (ITSMP) Diplomas:
Are you or do you aspire to be a Change Manager, Support Manager or Service Level Manager? As a school now licensed by the Commission for Independent Education, Florida Department of Education, we offer programs to achieve occupational IT Service Management Professional (ITSMP) Diplomas. Enrollment is required for one of these tracks. On our Public Class Schedule, the ITSMP symbol indicates courses which accrue enrolled students educational clock hours toward Change Manager, Support Manager and/or Service Level Manager Diplomas. In addition, enrolled ITSMP students will receive additional "soft skill" educational opportunities. We are the only ITSM training company licensed to offer these diplomas.

2. Certified Process Design Engineer (CPDE): Loyalist Certification Services (LCS)'s CPDE exam has been approved as a complementary course in the ITIL Certification Scheme for 1.5 credits. We are also very proud that Donna Knapp's CPDE textbook will be published this spring by J. Ross Publishing. The book will be included with ITSM Academy's CPDE course materials.

3. PMP Exam Prep: Several of our alumni have expressed interest in becoming Project Management Professionals (PMPs). Knowing that ITSM implementations are more successful when managed as by skilled Project Managers, we will be offering 5 day PMP Exam Prep courses beginning March, 2010. This course meets PMI's 35 hour formal training requirement.

4. Virtual Training: Feedback from our instructor led virtual training classes has been very positive and pass rates for these sessions have been equivalent to traditional classroom rates. We will continue to expand the number and type of courses available in our Virtual Classroom.

5. Corporate Train the Trainer Program (Corporate Academy): ITSM Academy offers our accredited courseware and instructor services for use by select training organizations, consultants, trainers, educational institutes, universities, and software companies looking to establish their own co-branded ITSM training and certification program. We also license to corporations seeking a cost effective training solution for large numbers of learners.

6. Accredited Training Council Trade Association (ATCTA): I am working with colleagues from several other ITSM Accredited Training Organizations (ATOs) to create a structured trade association. The association's intent will be to raise the quality of ITSM training standards and represent the voice of the customer to Examination Institutes and the ITIL Qualification Board. It's great news that several ATOs are willing to collaborate and align to the benefit of our customers and our industry. We hope to launch the association during Q2 2010.

7. ITIL Expert Pass: For learners who have achieved ITIL Foundation and aspire to become ITIL Experts, the ITIL Expert Pass gives you access to all of the courses needed to achieve your goal at one affordable price.

8. Corporate Pass: This is an opportunity for six team members from the same organization to attend an unlimited number of courses in a 12-month period for only $24,995.

9. Sand Dollars: This program offers volume pricing for multiple named learners.

10. Early Bird Specials: This is an opportunity for 25% off of select class seats. Early Bird's are only available for select courses/dates and can expire at any time. Check our website for early bird seat availability.

CPDE Now Earns ITIL V3 Credits

The Certified Process Design Engineer (CPDE) course and exam have now been approved as a Complementary Qualification in the ITIL V3 scheme. Successful candidates will earn 1.5 credits towards ITIL Expert. CPDE is only the fourth qualification to be granted Complementary status and is an official part of the ITIL Credit Profiler. Exams are owned and administered by Loyalist Certification Services (LCS). Read the LCS press release.

CPDE fills the gap between ITIL’s “what to do” and “how to do it” in terms of designing, measuring, re-engineering and improving IT Service Management processes. The curriculum is framework-agnostic and encourages organizations to leverage the guidance from multiple sources such as ISO/IEC 20000, COBIT, CMMI and Microsoft Operation Framework (MOF),

ITSM Academy is proud to be the first Accredited Training Organization to offer the CPDE Course. The source textbook was written by Donna Knapp, our Curriculum Development Manager. It will be published by J. Ross Publishing in Spring, 2010.


For more information on the CPDE course, click here.

All Virtual Learning is Not the Same.

I recently delivered ITSM Academy's first courses in our new Virtual Classroom. It was a great experience - the learners were highly engaged and the pass rates were as high as our physical classroom delivery. I am excited about the possibilities that virtual learning brings and will be working with our team to rapidly expand our online course catalog.

There is certainly a growing interest in web-based ITSM learning. Sparked partially by financial and logistical travel constraints, the opportunity to gain both knowledge and certification from the comfort of your computer is very attractive. The good news is that the capabilities of training organizations such as ITSM Academy to meet this need is growing with the interest.

If you are considering online learning, it is important to understand that the terms "e-learning" or "virtual learning" are often used interchangeably to represent a range of uniquely different approaches. By definition, "e-learning" is "electronic learning"and can include:

• Instructor Led or Virtual Classroom courses: The learner is scheduled to attend one or more "live" interactive sessions with an instructor using a collaboration tool. Sessions will include audio, video and web-based activities. Supplemental materials may be available 24/7 such as recordings, quizzes and ancillary materials.
  
• Self-paced or On-demand courses: The learner takes the course independently at his/her own pace, the courseware is available 24/7 and an instructor may be available for questions via email or other electronic communication. The courseware can be anything from interactive animations to previously recorded sessions.
  
• Instructor-guided courses: This is self-paced learning with an instructor guiding how and when modules and assignments are to be completed. There are no live sessions, but the instructor is an active participant and there may be a class forum for threaded discussions.
  
• Blended courses: Combines elements of Self-paced and Instructor Led online courses.

What is the right e-learning approach for you? As always, the answer is "it depends!"

Instructor led training is highly interactive and attempts to simulate the group dynamics of a physical classroom. There is immediate access to a "live" instructor so that questions can be posed, discussed and answered. Sessions are scheduled for specific dates and times, but usually do not consume an entire day. The sessions can be supplemented with recordings and offline work. Instructor led training may take longer to complete, but has a finite timeline. It is best to schedule the sessions on your calendar as if you were in a physical classroom. It can be applied to all levels of certification as long as the number of required contact hours is met. This is ITSM Academy's approach to virtual learning.

Self-paced learning is often referred to as "e-learning". It is very flexible, but requires commitment and discipline since it has an open-ended timeline. It is best to create a realistic learning path of no more than two hours in one sitting. As a result, self-paced learning will take longer to complete but can accommodate an individual's availability. It is best suited for foundation level training. Contact hours and progress are typically managed through a Learning Management System. The Qualification Board is currently reviewing the e-learning guidelines for Intermediate courses and it is unlikely that total self-paced learning at the advanced levels will be sanctioned.

Instructor-guided courses are found primarily in academic settings where a course extends over several weeks and there are required (and perhaps graded) assignments. This method works better with longer or more advanced topics.

Most ITSM virtual classes today lean heavily towards Instructor-led or Self-paced with some elements of blended learning. Blended learning will continue to evolve and may be driven by the more prescriptive guidance issued by the ITIL Qualification Board.

ITSM Academy has chosen the Instructor-led method for our Virtual Classroom with blended elements. I strongly believe that quality ITSM training is so much more than memorizing a bunch of concepts. Instructor-led virtual learning encourages learner participation, ensures completion and creates a group dynamic. It is the discussion, debate and practical application of those concepts that creates true value for our learners. Can you achieve certification through the other methods? Yes. Will the learner experience be the same? No.

V2 Service Manager

I am getting ready to teach what is likely to be my last V2 Service Manager class. It's a bittersweet time - I have fully embraced V3 and the logic of the service lifecycle. To my mind, V3 puts V2 in context and introduces some interesting concepts such as the Service Knowledge Management System. I am enjoying building the V3 intermediate courses and initial feedback from our learners has been very positive.

But I will still miss Service Manager - it has always been my favorite class to teach. For those of you who have gone through it, you know that it is likely one of the most challenging and stressful courses ever taken. Despite this, most learners confess that it was an incredible and enlightening professional experience. Service Manager teaches ITSM leadership at a level that is still unsurpassed. The exam is extremely difficult, but it does provide an opportunity to showcase your advanced knowledge and application of ITSM in a mock environment. When you receive that red pin, you know that you have truly earned it.

So I am looking forward to this next class and welcoming new Service Managers. For them, V3 does not yet exist but, once done, they have a continuing path. That's exciting!

Having said all this, I would also recommend that existing Service Managers plan to take their Service Manager Bridge Courses. It's a great opportunity to refresh your skills and fast-track to ITIL Expert. The exam is not as difficult and results to date have been excellent. But most important, it is a chance to become better Service Managers by applying the same level of strategic thinking and leadership to V3.

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 http://www.itil-officialsite.com/itilmapping/v2/map.asp. 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 http://www.microsoft.com/mof. 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

Lifecycle vs. Capability Courses

Now that the ITIL V3 Intermediate certifications are available, I am getting more and more questions about the differences between the Lifecycle and Capability courses. While the content may appear similar, the focus and target audience for each stream is, in fact, very different. And while Foundation provides a good overview of ITIL V3, it is in the Intermediate courses that the processes and stages come to life.

For those who are familiar with the ITIL V2 certification scheme, you can translate Lifecycle and Capability into Service Manager and Practitioner. For those unfamiliar with V2, Lifecycle courses are for those individuals working "on" ITSM implementation and Capability courses are for those individuals working "in" the daily process activities.

Let's start with the Capability courses. The four Capability courses focus on executing and improving existing related processes. The syllabus is more prescriptive and covers a detailed view of the inputs, activities, concepts, metrics and outputs of each process. The target audience includes process managers, line managers and those who will execute the daily activities of one or more process. Capability courses are essentially upgraded equivalents to V2 Practitioner courses

• Operational Support and Analysis (OSA) = Support and Restore (IPSR)
  (Incident, Problem, Request, Event, Access, Functions)
• Release, Control and Validation (RCV) = Release and Control (IPRC)
  (Change, Release, Configuration, Evaluation, Validation, Knowledge)
• Service Offerings and Agreements (SOA) = Agree and Define (IPAD)
  (Service Portfolio, Service Level, Service Catalog, Financial, Supplier, Demand)
• Planning, Protection and Optimization (PPO) = Plan and Improve (IPPI)
  (Security, Availability, Capacity, Continuity, Risk)

The five Lifecycle (Service Manager) modules are more strategic in nature and focus on implementing an entire stage of the Service Lifecycle. Lifecycle courses emphasize stage and process relationships, roles, responsibilities and implementation considerations. There is very little time spent on process activities. The target audience includes process owners, Lifecycle stage managers, ITSM implementation teams, consultants, stakeholders and anyone else involved in an ITSM project.

The big advantage of the Lifecycle stream is that it is modular. In V2, the only option for advanced implementation certification is within the Service Manager course. With the modular Lifecycle stream, your organization can get "just-in-time" implementation education and certification while building credits towards the ITIL Expert. So, if you are planning to implement Service Operation and Service Transition this year, your project stakeholders can take the Service Operation and Service Transition courses this year. I would however, recommend, that at least one individual from each organization take all of the Lifecycle courses to gain a big picture view of the entire Service Lifecycle.

The Lifecycle and Capability streams both culminate in Managing Across the Lifecycle (MALC). The MALC certification exam is the final step to achieving ITIL Expert. MALC looks at the dynamics of the Service Lifecycle with a strong emphasis on organizational change.

Can you mix and match courses from both streams to earn enough credits for the ITIL Expert? Yes - but if you are interested in achieving ITIL Expert, you will need to ensure sufficient broad-based knowledge to succeed in Managing Across the Lifecycle. The Credit Profiler mentioned in my last blog is a good tool for ensuring that your knowledge is balanced and your credits are building.

So, the choice between Lifecycle and Capability courses really depends on where you are in your ITSM journey and what you are trying to achieve in the short term.