Big news at ITSM Academy! We are now licensed by the Florida Department of Education, Commission on Independent Education, as a career school with the ability to grant occupational ITSM diplomas. ITSM Academy's program is the first of its kind and we are the only career school licensed to offer IT Service Management occupational diplomas.
Our new IT Service Management Professional (ITSMP) diploma program has three career tracks – ITSMP Change Manager, ITSMP Support Manager and ITSMP Service Level Manager. Building on critical roles within the prominent IT Service Management frameworks, the ITSMP program bundles ITSM certification courses into diploma tracks. This ensures that students are equipped with ALL of the skills needed to succeed in a specific process management position. In addition to earning an ITSMP diploma, students will also achieve industry recognized certifications.
Each career track consists of two required courses (ITIL Foundation and Certified Process Design Engineer), two subject matter expertise courses (one ITIL Lifecycle, one ITIL Capability) and a standard or framework elective (ISO/IEC 20000 Foundation or Microsoft Operations Framework). To learn more about these programs and courses, click here.
We built these programs and went through the rigor of becoming a licensed school because we believe there is a need for role-based ITSM education and credentials. Until now, there has not been enough focus placed on the educational requirements of key process managers. A successful Change Manager, for example, should have more knowledge than just that contained in ITIL Release Control and Validation (RCV) or ITIL Service Transition courses. Understanding multiple frameworks as well as the mechanics of designing, implementing and improving processes is equally important. And having a recognized and licensed diploma not only credentials the individual but legitimizes the occupation.
Achieving ITIL Expert™ is still absolutely appropriate for those who will lead ITSM programs – either within an organization or as a consultant or trainer. It is the ITIL Version (V3) equivalent of ITIL Service Manager, a well recognized and respected role. ITSM Academy will continue to provide training and support for those seeking ITIL Expert™ certification – in fact, we recently introduced an ITIL Expert Pass that allows learners with ITIL Foundation certification to take 16.5 credits + our MALC course for a flat fee. However, for those who are, or aspire to be, process managers, the ITSMP diploma program focuses on related and necessary skill sets.
In becoming a licensed school, ITSM Academy is committing to the governance and compliance standards of the Florida Department of Education as well as other school accreditation agencies.
Providing our students the opportunity to earn ITSM diplomas has been a long-standing goal at the Academy. Our concern is that other training organizations will see the value in offering the diplomas, but won't complete the rigorous process required to be under the supervision of a state or professional agency. If that's the case, they will be granting diplomas that are either fraudulent, or because of the lack of proper standards, worthless. We will do our best to educate the community on the difference between licensed schools and diploma mills.
ITSM Academy's License number is 4142. Additional information regarding the Florida Department of Education, Commission on Independent Education may be obtained by contacting the Commission at 325 West Gaines Street, Suite 1414, Tallahassee, FL 323099-0400, toll-free telephone number (888) 224-6684.
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Wednesday, December 9, 2009
Tuesday, December 1, 2009
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.
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.
Monday, November 23, 2009
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.
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.
Friday, October 30, 2009
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:
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.
Wednesday, October 7, 2009
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:
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
Friday, August 28, 2009
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
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
Thursday, August 20, 2009
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:
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
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