New PMP Exam Prep Course

I am happy to announce that ITSM Academy will be offering Project Management Professional (PMP) Exam Preparation courses beginning March 1, 2010.

As many of you know, there is a natural relationship between IT Service Management and Project Management. The ITIL books support ITSM and Project Management integration, particularly during Service Design and Service Transition. ITSM implementations are more likely to be successful when designed as formal programs with projects led by qualified Project Managers.

Over the years, many of our learners have expressed an interest in becoming PMPs. I feel that the PMP credential track is a good fit for our learning community and encourages our clients to realize the value of leveraging both sets of best practices.

While the Project Management Institute (PMI) has eligibility requirements in order to take the exam, there are no pre-requisites for taking the PMP Exam Prep course. You can begin to prepare for the exam before, during or after the completion of the PMI application. The eligibility, application and exam process are detailed in PMI's PMP Handbook. This course does fulfill the mandatory 35 hours of formal training.

Our PMP Exam Prep course will be a comprehensive 5 day course led by an instructor who holds PMP and ITIL Expert certifications. The curriculum will review the key concepts of the Project Management Book of Knowledge (PMBOK). Like ITIL courses, you will need to obtain and read the PMBOK prior to the class. The courseware complements the PMBOK with a learner manual, comprehensive exam preparation textbook, 1200 sample exam questions and other study materials. The exam will not be part of the course as it is scheduled and administered by PMI through Prometric Centers.

ITSM Academy has been a PMI Registered Education Provider since 2006 and is committed to strengthening the ties between the Project Management and ITSM communities. I see the cross-pollination of the bodies of knowledge as a logical first step.

To learn more about this course or to register for an upcoming session, use this link.

Retirement of V2 Examinations

On October 29th, the OGC announced their plans for retiring ITIL V2 products and examinations by June 2011. This is a global product withdrawal, meaning that all languages will be removed at the same time.

Here are the final dates for first time exam takers:

• V2 Foundation - June 30, 2010
• V2 Service Manager - August 31, 2010
• V2 Practitioner exams - Dec 31, 2010
• V2/V3 Foundation Bridge exams - Dec 31, 2010

Re-takes for all of the above will be available until 30 June 2011.

The V2 Service Manager Bridge exam will also end on 30 June 2011. At this time, there are no re-take extensions (although myself and others are still pressing to have this reconsidered).

All V2 books will be unavailable after June 30, 2011 and some may be withdrawn before that date based on demand. Service Support and Service Delivery publications will be not be available after June 30, 2011 although OGC states that "in the later period these may only be available as ‘print on demand’ or in electronic formats." I am not quite sure what this means but suspect that if demand does not justify printing, they will make other options available until the end date.

So, if you are planning to obtain a V2 certification, you must achieve it by the end dates described above. This is particularly important for those with existing V2 certifications who would like to take advantage of bridging courses for Foundation and Service Manager.

ITIL V2 Service Managers have the unique opportunity to fast-track to ITIL Expert by taking the V2 Manager's Bridge course and passing the exam. If you have taken the Service Manager course but did not pass one or both exams, I would highly recommend that you plan for a re-take before the end dates. Becoming an ITIL Expert via the Manager's Bridge route is much faster and less costly than navigating the 22 credits required of the V3 scheme.

If you have a V2 Foundation Certificate, you can upgrade your certification and meet the pre-requisite for entry into the ITIL V3 Intermediate courses by taking the V2/V3 Foundation Bridge course and exam.

From a knowledge perspective, the guidance from V2 Service Support/Service Delivery is alive and well in V3. There may be some new vocabulary and processes, but the core concepts are essentially the same. The V3 service lifecycle just puts those processes into context while bringing forth other considerations. Some of those considerations (such as Security Management or continual service improvement) actually build on other books in the V2 library that were not as widely read as Service Support and Service Delivery.

Most organizations do not implement ITIL in its purest form. In the end, each will develop a custom framework based on a combination of ITIL (and/or other ITSM frameworks or standards) and successful internal practices. So, whether you call it ITIL V2 or V3, what really matters is that you have the knowledge, training, experience and resources to manage your services to meet the needs and requirements of your customers.

The Truth About The Updates to ITIL V3 Core Library

The OGC recently announced updates to the ITIL V3 Core Guidance under their continual improvement “Mandate for Change”. The update is intended to be a new “edition” not a new “version” in that the framework will be largely unchanged.

The Mandate for Change also clearly states that “new concepts are not to be added.”

I had a chance to speak with representatives of the OGC and The Stationary Office (TSO) publishers at the recent Dallas Fusion 2009 conference, Both emphasized that the project is in the early stages and that the updated books will likely not be published until 2011.

So why the need for the update? First published in May of 2007, each of the five books in the ITIL V3 Core Library was written by a pair of authors. From the start, readers and training organizations identified many inconsistencies across the lifecycle stages and processes. Some of the new roles were not clearly differentiated; others did not appear in related sections. Standard terminology and formatting was not uniformly applied. Most importantly, feedback on the Service Strategy book repeatedly indicated that the concepts were difficult to understand and apply. The updates are in response to reader and training organization feedback and is part of OGC's continual improvement cycle.

The OGC has set the following goals for the update:

• Remedy inconsistencies between the five books
• Align with other relevant OGC frameworks (PRINCE2, M_o_R, etc.)
• Clearly explain roles and responsibilities
• Standardize the use of glossary terms and definitions across the books
• Update the glossary
• Examine the definition and usage of Product Manager and Service Owner roles
• Ensure that the Service Catalog Manager appears within Service Operation
• Simplify Service Strategy
• Redesign content according to OGC’s updated style guidelines

A Change Control Log managed by OGC’s Change Advisory Board currently contains 312 recommended revisions. A link to the Change Log is within the Mandate for Change. The Mandate also states that training organizations and others will be invited to provide additional feedback and recommendations.

As the project progresses, further details of the update together with a more precise publication date will be announced.

To read the Mandate for Change go to http://www.best-management-practice.com/gempdf/ITIL_Mandate_for_Change_0909.pdf

Top Picks for Fusion 2009

Jayne, I am borrowing your blog to post my Top Picks for Fusion 2009. Thanks...Lisa

I’ve just gone over the itSMF conference program, and I am impressed with the schedule. There are lots of “old favorites” and tons of new names, with really interesting topics.

I didn’t list any speaker whom I haven’t personally seen present, so if I haven't picked someone, don’t let that influence you. If you like the topic, go for it! (Or contact me, I'm happy to discuss in more detail.)

That said, my Top Picks for Fusion 2009.

First, I highly recommend all of the general sessions (led again by Kirk Weisler, he is awesome).

On Monday (9/21) morning, there are two that caught my eye. Unfortunately, they are at the same time! But if either of these topics sound good to you, you can’t go wrong.

10:00 AM - 11:00 AM
Defining an IT Service - The Root Cause of All IT Issues
Randy Steinberg (Deloitte Consulting) and Jan Vromant (Deloitte Consulting)

10:00 AM - 11:00 AM
From Rags to KPI Reporting
Pedro Hidalgo (Cook Children's Health Care System) and Beverly Wileman-Pratt (Pepperweed Consulting)

On Monday afternoon, I have another conflict. Donna Knapp, whose session was standing room only again last year, is presenting on the topic which she is most passionate:

2:15 PM - 3:15 PM
Service Desk State of the Future Report
Donna Knapp (ITSM Academy)

However, if earning ISO 20K certification is on your (even distant) horizon, then you don't want to miss this one:

2:15 PM - 3:15 PM
Achieving Global ISO 20000 Certification in 12 Months
Maria C. Metcalf (Unisys)
Rajan Kanda (Unisys Corporation)

On Tuesday morning, David will lead the breakfast discussion. I know, it’s early for some of you. Drink extra coffee, David is always a “don’t miss” in my book:

7:00 AM - 8:00 AM
Ask the Expert - Service Operations
David Cannon (ITSM Practice Principal, Hewlett Packard)

Next is one of the sessions I am the most excited to attend….The first person I ever saw present on ITIL, and still one of my all-time favorites:

11:15 AM - 12:15 PM
The Need For Trust: Building a Trustworthy IT
Ken Wendle (HP/itSMF Intl.)

I am a loyal Toyota Way girl, and I always love to hear anyone from their organization present their unique perspective to IT Service Management:

2:00 PM - 3:00 PM
Release & Deployment Management; What the Books Didn't Tell You
Dave Howard (Toyota Financial Services)

This could be the best practitioner roundtable offered:

3:15 PM - 4:15 PM
IT Service Management: Lessons Learned from the Field
Rob Harper (Motorola)
Troy Olson (Cox Enterprises)
LaTanya Burton (National Institute of Health)
Doris Holley (National Institute of Health)

One of the originators of the Visible Ops Methodology, Gene is a genius, with loads of great information packed in. He talks fast, and thinks 4x’s faster, so have a shot of caffeine before entering the room!

4:30 PM - 5:30 PM
Top Process Improvement Lessons Learned at Largest Internet Companies
Gene Kim (Tripwire)

On Wednesday morning, another of my all time favorites:

8:45 AM - 9:45 AM
Planning Business Manager and Customer ITIL® Induction
Malcolm Fry (FRY-Consultants)

A bit later in the morning, there is another note worthy Practitioner session. Jeremy is a very accomplished speaker, and what a great title they have going:

10:00 AM - 11:00 AM
Knowledge is Power -- Supplanting Unconscious Incompetence
Jeremy Hart (First American Corporation) and Craig Davis (First American Corporation)

So, those are just a few highlights. There are really so many juicy topics to pick from, I couldn't list them all. It’s going to be a jam-packed few days of learning!

See you in Dallas.

Lisa Schwartz
lschwartz@itsmacademy.com

ITIL Credit Profiler Has Been Updated

The Credit Profiler for the ITIL Qualification Scheme has now been updated. The update aligns the Profiler with the recently published policy on overlapping content and credit eligibility.

The ITIL V3 Qualification Scheme assigns a credit value for each of the V3 certifications. Credits are also available for V1 and V2 certifications. Learners who achieve 22 credits can apply for the ITIL Expert certification.

The ITIL Credit Profiler helps learners:

• Calculate the number of credits that a candidate has already achieved through his/her current certifications
• Enter potential courses to balance the knowledge required to become an ITIL Expert or meet an individual's learning objectives.

The Credit Profiler can be found at http://www.itil-officialsite.com/itilservices/v1/map.asp

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.

ITIL V3 Credits

Since the 2007 introduction of the ITIL V3 certification scheme, there has been some confusion regarding the “value” of V2 certifications as credits towards ITIL Expert™ designation. There has been similar confusion about blending credits from the ITIL V3 Lifecycle and Capability schemes.

Recently, the Qualification Board issued an updated ITIL® Qualification Credit Administration
Policy. The Qualification Board has reviewed the content of similar V2 and V3 courses and revised their initial position based on the percentage of overlap.

Regarding the blending of V3 courses, this policy clarifies that those individuals aspiring to ITIL Expert™ may apply credits from related Lifecycle and Capability courses such as Service Transition and Release, Control and Validation. The courses have a different focus and the overlap is not significant enough to be considered duplicate learning. So, you can now apply credit from both:

• Service Transition (3pts) and Release, Control & Validation (RCV) (4pts)
• Service Operation (3pts) and Operational Support & Analysis (OSA) (4pts)
• Service Design (3pts) and Service Offerings & Agreement (SOA) (4pts)
• Service Design (3pts) and Planning, Protection & Optimization (PPO) (4pts)

That’s great news for organizations and individuals wishing to study a process from both the management and operational perspectives.

The application of V2 credits is a little muddier. In short, there is too much overlap between the V2 Practitioner and equivalent V3 Capability courses. So you cannot apply credits from both:

• IPRC and RCV
• IPAD and SOA
• IPPI and PPO

Instead, you can apply credits from one course or the other. There is a grandfather clause in the policy – if you did take and pass both V2 and V3 related courses before May 1, 2009, you may apply for credits for both courses before August 1, 2009.

The only exception to the rule is IPSR and OSA – it was determined that there is sufficient new material in OSA to allow for credits for both courses and taking both courses earns a total of 7.5 credit to be applied to ITIL Expert™

Those possessing V2 Practitioner certifications can still apply their credits (3.75 each) in a couple of ways:

• To claim credits instead of one of the V3 Capability Courses (credits will vary depending on whether the V2 course was a clustered or single process practitioner course)
• To apply 12 V2 Practitioner credits and be eligible to take the Service Manager Bridge and Managing Across the Lifecycle courses to earn the ITIL Expert ™ designation

The policy does contain a grid of courses that are compatible and incompatible in the V3 scheme. The caution is that an individual would still need to have balanced knowledge of the entire Service Lifecycle in order to succeed in Managing Across the Lifecycle, the gateway course to ITIL Expert.

It is important to note that the Credit Profiler has not yet been updated to reflect the new policy. It is expected to be revised in the near future.

The full policy and Credit Profiler are available at

http://www.itil-officialsite.com.