tag:blogger.com,1999:blog-35850552643254270612010-01-02T22:52:12.152-08:00ITSM ViewDedicated to all matters related to ITSM, including ITIL, MOF, ISO 20000, and much more.ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.comBlogger120125tag:blogger.com,1999:blog-3585055264325427061.post-36129901817868759972010-01-02T22:46:00.000-08:002010-01-02T22:52:12.186-08:00The end of ITIL v2 - or is it ?ITIL v2 Exams will end this year - 2010. Late last year the timetable for v2 Exam withdrawl was announced by the APMG.<br /><br />While the v2 exams may disappear from the certification plans for many IT professionals, it is not likely that this move will end the interest and focus that thousands of organizations have on the Service Support and Service Delivery version.<br /><br />Organizations have invested far too much in ITIL to simply write off the culture change that they have managed and it is likely that the decline in v2 focus will have a NEGATIVE effect on v3.<br /><br />Senior managers don't like to waste money and more importantly they don't like to be seen to waste time and money. When questioned, in the boardroom about the ITIL project for service improvement, I can see many CIOs explaining how the v2 work has paved the way for ISO 20000 certification. No mention of ITIL v3 as it will simply confuse and complicate the issue.<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-3612990181786875997?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-51841610558664738932009-09-14T23:22:00.000-07:002009-09-14T23:49:22.651-07:00I guess it was just a matter of Time - "update" to ITIL v3In what must be considered a positive move for the original authors of ITIL v3 a statement has been issued that outlines how ITIL v3 is to be updated to be what, I imagine, it originally should have been!!<br /><br />The statement is clear to point out that the "new edition" of ITIL v3 is not a new version, but there are some quite obvious issues that look like they are going to be fixed (finally).<br /><br />Inconsistencies are the biggest issue. Inconsistencies in language, concept, terms, etc. Complexity of the Service Strategy book is another major hurdle that is set to be cleared.<br /><br />The issues log for ITIL v3 contains 312 issues raised - that are to be reviewed by the change board for this project.<br /><br />I wonder if TSO will make available complementary copies of ITIL V3 that made the investment in the books, CDS, etc. expecting to find a cohesive framework - which now, by the admisssion of the OGC they did not get.<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-5184161055866473893?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-87806980905088070992009-07-25T08:36:00.000-07:002009-07-25T08:38:20.923-07:00What is the RFC Review?The review activity is all about a first pass filter that will help to eliminate change requests that will automatically fail at later stages. The typical reasons for rejection are that the change is totally impractical (when assessed by the Change Manager or other nominated person), changes that have been obviously reworked versions of earlier rejected changes and those that are incomplete (“completeness” which can be defined by change types or for particular change models (or again, a degree of common sense may be applied).<br /><br />What ever the reasons for rejection are it is important that the initiator is told the reasons and has the right of appeal (or re-submission, especially if the discrepancies are minor or just an oversight).<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-8780698090508807099?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-1867244579422161172009-05-12T07:03:00.000-07:002009-05-12T07:06:23.823-07:00Considerations for recording and logging change requestsWhen it comes to Change Management one of the first activities to cover is the requirement to define just who is allowed to raise a Change Request. There is no correct answer, other than “who ever you define is permitted to raise a change”.<br /><br />What can help in the definition is thinking about the levels or categories of change that could be dealt with by the process. This statement should be read with the awareness that operational change management can be dealt with by a much simpler process flow.<br /><br />So in this regard, changes of major significance to the organization may be raised by more senior organization members. It may also be appropriate that such changes are accompanied by proposals that lay out the justification for the change in either financial or social terms (or both).<br /><br />Another important point is that the change record itself can be continually updated throughout its lifecycle. The process flow may not show a return to the actual change request, but for example common sense would prevail that sign offs for testing on the change record cannot take place until the testing has been completed.<br /><br />With regard to actual logging of change records there are a variety of mediums that can be used. Each will have its own idiosyncrasies and how they are used will have to be thought through, documented and then taught. It is vital that every change has a unique identifier – even if the change is rejected at the first review and any trigger document will need to be part of the change record to allow a more complete audit trail.<br /><br />Tools that are used for change logging and tracking (especially when those tools integrate with other ITSM process areas (notably configuration management) will help to streamline and enhance overall change efficiency. It will however, be critical to control who can access such records and the tool should track who and when changes are made as part of the overall control element for change management.<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-186724457942216117?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-39217555300657165982009-03-17T11:28:00.000-07:002009-03-17T11:32:40.278-07:00Competition heating up in the IP race !!There is a massive struggle happening as I type regarding the complete ITIL v3 content, from the 5 v3 Volumes.<br /><br />TSO the official publisher have long been the distribution are of the ITIL V3 materials, either directly or via their reseller channel.<br /><br />Now another publisher would seem to have struck a deal with the OGC and is selling the equivalent material at a fraction of the price of TSO. Has TSO been caught napping or have they made some very dangerous assumptions regarding their distribution rights?<br /><br />Only time will tell, but the next 2 to 3 days will see a power struggle behind closed doors that 99% of the IT Service Management communitity will never hear about.<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-3921755530065716598?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-32748942235548711722009-02-24T20:32:00.001-08:002009-02-24T20:35:53.563-08:00The Key to Good Supplier ManagementIf you had to create a list for the bed rock that a good relationship between an external supplier of third party services and the internal service provider you'd probably hit some (if not all) of the following:<br /><br />Alignment<br />Integration<br />Communication and Information flow<br />Trust and openness<br />Shared risk and reward<br /><br />The list presented here is not earth shattering in terms of a solution, but it is surprising the number of failed supplier relationships can be attributed to a weakness in one of these foundation stones. In particular trust, openness and communication/information flow could be the main offenders.<br /><br />Time does build a more solid relationship and with the maturity of the relationship comes greater opportunities for both parties to benefit from each other.<br /><br />These benefits come in the form of systems and processes (including infrastructure, security, networking systems) tending to naturally drift closer in similarity. This creates opportunity for even greater alignment, integration and the associated reduction in risks and costs. Risks and costs that are inherent when a supplier and service provider have to put in place reactionary once-off solutions due to particular issues.<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-3274894223554871172?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-373570480262071172009-02-22T15:39:00.000-08:002009-02-22T15:40:54.239-08:00Fail to plan a review is a Plan to Fail !!!!Failure to integrate a review timetable into the design of any new system or process is a failure to implement that system or process properly.<br /><br />It is an unfortunate fact that the initial good work of business case justification, requirements analysis, thoughtful design and well managed implementation is let down by a failure to follow up.<br /><br />How can it be that the very people who design and implement improvements failure to recognize that the premise upon which they based their assumptions and decisions have a very high probability of being incorrect in a short space of time.<br /><br />The only constant is change. There are just too many internal and external factors at play not to accept this statement. In the ‘heat’ of running a business, everyone becomes too busy to sit and review what is in place and we tend to just all adapt as we go along. While this may be a short term strategy that shows good flexibility; it will eventually create confusion, doubt and disagreement.<br /><br />The confusion, doubt and disagreement comes when a dispute requires an analysis of what was agreed against what is being delivered. During these times, no one remembers the water cooler conversations that were acted upon “as a favor”. We know this happens so it requires discipline to actually sit and have the reviews and it requires good design activities to integrate those reviews into the bedrock of the new system or process.<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-37357048026207117?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-23214204820243659312009-02-19T15:35:00.000-08:002009-02-19T15:46:21.898-08:00A matrix of measurements !!When we look at using those clever little things called Key Performance Indicators or KPIs most IT professionals will list the things that first come to mind as the best way to measure the health and vitality of a particular process.<br /><br />However, if you apply a simple matrix you may find you can create a much richer list of KPIs. The added bonus here is that you can select entry level KPIs for your process while it is in its infancy and grow the KPI maturity over time. This thought is at odds with most "set and forget" approaches that IT managers use.<br /><br />It is not as if the IT managers and process owners deliberately set out to treat the field of measurement with disdain, it is just that they have not been given a way to treat KPIs with the importance it deserves.<br /><br />Here is a simple way forward.<br /><br />Create a table 4 columns by three rows. Leave the top left cell empty. The other three column headings are SERVICE, CUSTOMER and BUSINESS. The other two row headings are OBJECTIVE and SUBJECTIVE.<br /><br />Now you have a mechanism for categorizing your KPIs across three different perspectives and into two styles.<br /><br />The three aspects are quite logical and relate to the actual service delivered, the views and opionions of the sponsor for the service and the actual business value that the particular process delivers to the business.<br /><br />The styles of KPIs recongnize that some KPIs can be factual and measured (Objective), but others are based around feelings, perception and emmotion (Subjective). <br /><br />It would come as no surprise to know that Subjective based, Customer focussed KPIs are relatively easy to define (e.g. generally based around satisfaction surveys, town hall meetings, etc.). Likewise we would expect to easily define several Objective measurements for the Service and Business aspectss.<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-2321420482024365931?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-21770925331085022552009-02-11T15:46:00.000-08:002009-02-11T15:57:37.642-08:00Requirements engineering: Fad or FactA new term has popped up in the world of IT Service Management. Requirements Engineering may be a new term, but the concept (like all other good concepts) is as old as the hills.<br /><br />Here is what it means. In simple terms it is the art of gaining an understanding of business (customer) and end user requirements. That is the summary.<br /><br />The slightly more expanded view gives us a series of steps that we need to follow in order to get those requirements and then three categories that we can assign each requirement to.<br /><br />The three steps to get the requirements are:<br /><br />1. Gather (collect, assemble)<br />2. Analyze (examine, study)<br />3. Rationalize (substantiate, justify)<br /><br />These three basic steps give us a well rounded requirements document that can be agreed upon between business representatives and IT.<br /><br />Each requirement can be categorized in one of three ways. Categorization helps us with dealing with manageable "chunks" of information and avoiding duplication of effort.<br /><br />The three categories are:<br /><br />a. Functional - those requirements to support a specific business function<br />b. Operational - typically technically orientated towards availability, security, etc<br />c. Usability - the 'softer' requirements related to aesthitics and ease of use<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-2177092533108502255?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-79189677603033865502009-02-10T16:02:00.000-08:002009-02-10T16:09:11.619-08:00Warranty of a serviceIn some countries when you buy a toaster you get a warranty sticker, leaflet or some statement that says if something goes wrong for a prescribed amount of time from the date of purchase, then the toaster will be replaced, fixed or refunded.<br /><br />In other countries that may be referred to as a guarantee.<br /><br />So what is the warranty/guarantee for a service in the world according to ITIL? Well it's exactly the same thing, but given from four perspectives. Availability, Capacity, Security and Continuity.<br /><br />IT Service Providers are asked to ensure that they have thought through these four issues - as they are the most basic considerations for any service - before they commit to providing that service to the business end users.<br /><br />It is a good set of questions that forces the IT provider to look before they leap into a world of service level agreements that cannot be met, over promising and under delivering and generally building upon a reputation of being a poor service provider in the eyes of the business.<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-7918967760303386550?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-30748886310549344102009-02-09T04:26:00.000-08:002009-02-09T04:33:46.213-08:00Getting that elusive ITIL v3 Expert certificateBy now there are many folks that qualify as an ITIL v3 Expert, based on the number of credits they have earned.<br /><br />The vast majority of these will be people that were ITIL v2 Managers certified and have completed and passed the exam for the ITIL v2/v3 Managers Bridge.<br /><br />Questions are now being asked about how this qualification is actually recognized. Is it a case that the Managers Bridge certificate is proof of being an ITIL v3 Expert.<br /><br />No.<br /><br />There is actually a certificate and badge available for those that have qualified. It is driven by each individual Examination Institute (EI) and requires you to have completed the final exam that allows to qualify as an ITIL expert with the EI that you apply to for the certificate and badge.<br /><br />For example, if you have done all your exams with APMG, but decide to take your Managers Bridge exam with Exin, then talk to Exin. If you have completed v2 Managers with Exin and done several Service Capability courses with Exin, that got you over the 22 credit line with APMG, then talk to APMG.<br /><br />You'll find in the application that you have to sign away your soul (which is the equivalent of letting the itSMF hound you about joining their group), but it is perhaps a small price to pay to get that final certificate and "badge of honour".<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-3074888631054934410?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-6767100938851216352008-12-13T22:56:00.001-08:002008-12-13T23:01:04.564-08:00No more overkill on identity verificationSeveral months ago a directive was issued regarding the mandatory identity verification for every ITIL exam. No consideration given to the amount of extra effort that involved for training providers.... glad to say that the ATOs have rebelled and have been heard.<br /><br />From this point forward the only time you have to provide proof of who you are is in the following situations:<br /><br />1. Manager’s Bridge – confirmation of pass at version 2 manager exams<br />2. Intermediate exams – confirmation of pass at version 3 foundation or foundation bridge<br />3. Managing Across the Lifecycle (MALC) – confirmation of 17 eligible credits from ITIL examinations<br />4. Expert – confirmation of a pass at MALC or Manager’s Bridge.<br /><br />This is a reasonable list as the qualifications worth protecting with a simple picture identity process.<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-676710093885121635?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-32155513156298545442008-11-30T21:35:00.000-08:002008-11-30T21:44:32.409-08:00Wise move ISACA?Note.. the title of this blog is a QUESTION, not a statement.<br /><br />itSMF has announced a memorandum of understanding signed between itself and ISACA - the traditional owners of the COBIT framework.<br /><br />While the MOU may be more symbolic than anything it signals an interesting turn of events and begs the question - Why now?<br /><br />Why now does an MOU come into place between itSMF and ISACA, when both organizations have been around and known each other for years. Please don't tell me: "because the modern day professional needs to see commonality and cooperation between such bodies". That is a cover all statement for taking any action at any point in time.<br /><br />What has been the trigger that has lead to an agreement now? Let's say that the bodies have been talking about an announcement for 6 months. Who approached who and why?<br /><br />These are the sort of questions that as a professional body the itSMF should supply to its members, but I wouldn't be holding my breath for a "non-political" response.<br /><br />Could it be a flagging membership in both organizations?, could it be the itSMF answering a call from the OGC to boost interest levels after v3 has not taken hold as rapidly as they may have liked? - all questions open to interpretation.<br /><br />What would be interesting is some hard hitting, no nonsense response from the itSMF on such questions. There are people in the organization that have the capability to shoot from the hip (I was speaking to one just a week ago); so let's get their view on this MOU.<br /><br />Is it real or is it a union of convienence?<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-3215551315629854544?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-66885770468744661542008-11-20T17:29:00.000-08:002008-11-20T17:38:23.872-08:00Latest on ITIL v3 takeupFigures have been published that indicate the global adoption of ITIL v3 - certainly with regard to exams and certification is picking up steam.<br /><br />January to August 2008 figures look like this:<br /><br />ITIL Version 2 Examinations Taken<br />v2 Foundation 81500<br />v2 Practitioner 7550<br />v2 Service Managers 7700<br /> <br />ITIL Version 3 Examinations Taken<br />v3 Foundation 74150<br />v3 Foundation Bridge 11100<br />v3 Managers Bridge 1900<br /> <br />We're not reporting here on the pass rate, just the fact that v3 is starting to work it's way into the market, but v2 is still going strong.<br /><br />v2 is still going strong as it is now understood to be effectively a "fast-track" way to qualify as an ITIL v3 Expert. It is therefore not surprising that v2 Managers exams exceed the number of Practitioner exams taken for this period.<br /><br />It is almost 18 months since the launch of ITIL v3. Most pundits predicted that the adoption would take 12 to 18 months to catch on and that would seem to be the case.<br /><br />Regarding the "retirement" of v2 Exams. We are still being told that it there will be 4 to 6 months notice of exams being withdrawn, but a survey will be conducted early next year to guage the interest in ITIL v2.<br /><br />Here is my tip.... ITIL v2 will stay as long as there is an economically viable reason. It would not be a very good business decision to cut off a revenue stream just because it felt like the right time to do it. v2 and v3 will need to coexist for a lot longer. Why not?<br /><br />Why not is that Sharon Taylor, Chief Architect, for ITIL v3 made the statement in May 2007, that ITIL v3 is not an UPGRADE it is a REPLACEMENT. So I imagine that Sharon for one is banking on the certification demise of v2 so that her statement can become a reality. For the reality now is that v3 is there for those who want it, but a lot still don't want it and the exam numbers above bear testomony to that fact.<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-6688577046874466154?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com1tag:blogger.com,1999:blog-3585055264325427061.post-60140694105990447302008-10-17T05:32:00.000-07:002008-10-17T06:04:09.947-07:00Where is the love?Interest in ITIL v3 certification is still coming, but slowly. There is universal acceptance that the qantum jump from ITIL v2 to the complexity of ITIL v3 rocked the IT Service Management world. There were hundreds of thousands in love with the relative simplicity of v2, but it took that fateful June day in 2007 for us all to realize what we had.<br /><br />It reminds me of the classic line from the Black Eyed Peas song (Where is the love).<br /><br />"Lack of understanding is leading us away from unity"<br /><br />There are plenty out there that are seemingly wanting to derail ITIL v3. Perhaps they have a vested interest in other frameworks, perhaps they don't get it or perhaps they don't want to take the time to learn.<br /><br />The reality is that ITIL v3 is a solid framework for IT infrastructure management. I was an early detractor - however, time heals all pain. It's time to look at ways to help the community that wants to - move forward into a brighter future.<br /><br />ITIL v3 - shine the light !!<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-6014069410599044730?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-27037539643352533722008-09-26T03:45:00.000-07:002008-09-26T07:22:35.649-07:00The New ITIL v3 Framework Qualification SchemeITIL v2, based on 10 processes and 1 function was a daunting enough framework to get fully qualified in. The qualification scheme was fairly straight forward with 2 levels; first you did your Foundation course to learn the basic concepts of the ITIL framework; then you had a choice of qualifying either as an IT Service Manager through the completion and passing of the Service Support and Service Delivery courses; or as an ITIL Practitioner Completing one or several Clustered Practitioners courses namely Agree and Define (IPAD), Release and Control (IPRC), Support and Restore (IPSR), Plan and Improve (IPPI).<br /><br />However the new v3 framework has stretched its legs giving it a little more breathing space if you will. It has taken on broader concepts, spread out responsibility, and expanded on the vague areas of the v2 framework bringing the processes to a staggering 26, and the functions to a stronger 4. It then places these processes into a Lifecycle which consists of Service Strategy, Service Design, Service Transition, Service Support, and Continual Service Improvement.<br /><br />The v3 qualification scheme certainly doesn’t get easier. There are now 5 levels to the new v3 framework and to progress to each level you require a certain amount of points. How do you achieve these points? You do a number of courses to progress to the next level of course.<br /><strong><br />So how does it all work? Let’s break it down and look a little closer.<br /></strong><br /><div align="center"><span style="font-size:180%;"><strong>Current Qualification Scheme for v3</strong></span></div>The 5 levels are as follows:<br /><br /><strong>Level 1: v3 Foundation for Service Management (Being the start) </strong><br /><br />The very best place to start is at the beginning. The Foundation level focuses on the terminology and comprehension of ITIL as well as the basic concepts of all the processes.<br /><br />The best part is there are no prerequisites and on passing your Foundation exam you earn your self 2 points.<br /><br /><strong>Level 2: Intermediate Lifecycle Stream</strong><br /><br />There are two intermediate streams. We discuss the other stream next. The Intermediate Lifecycle Stream focuses on the 5 ITIL Lifecycle phases focuses on the implementation of processes and related activities.<br /><br />You will require 2 points if you wish to complete any of these courses. You can get these 2 points from your Foundation course.<br /><br />There are 5 courses to choose from and after the successful completion of one of the courses, you will receive 3 points. If you complete all of the courses you will receive 15 points in total.<br />Level 2: Intermediate Capability Stream.<br /><br />The Capability courses are based on the v2 Clustered Practitioners but broader in scope to support the v3 framework. Its focus is on the implementation of processes and their management in clustered groups. There are 4 Capability courses namely Operation Support and Analysis (OS&A), Service Offerings and Agreements (SO&A), Release Control and Validation (RC&V), Planning, Protection and Optimization (PP&O).<br /><br />You will require 2 points if you wish to complete any of these courses. You can get these 2 points from your Foundation course.<br /><br />There are 4 courses to choose from and after the successful completion of one of the courses , you will receive 4 points. If you complete all of the courses you will receive 16 points.<br /><br /><strong>Level 3: Managing Across the Lifecycle </strong><br /><strong><br />The capstone course called Managing Across the Lifecycle. This course focuses on the complete lifecycle and how it approaches Service Management. Knowledge gained from the Foundation and Intermediate streams are used here to test an individuals thorough understanding of the lifecycle.<br /></strong><br />You will require 15 points if you wish to complete this course. You can get these points from your Intermediate streams. You can do mix courses from both your Lifecycle and your Capability Intermediate stream to acquire these 15 points.<br /><br />There is 1 course here and after the successful completion of this course you will receive 5 points.<br /><br /><strong>Level 4: ITIL Expert</strong><br /><br />After the successful completion of the Managing Across the Lifecycle course, you will be awarded the ITIL Expert certification. This qualification means you are capable of implementing and managing processes and functions, as well as being competent in the use of ITIL terminology and a thorough understanding of ITIL comprehension.<br /><br />You will require 22 points to achieve this qualification. You can acquire these points from your Foundation, Intermediate Streams, and Managing through the Lifecycle course.<br /><br /><strong>Level 5: ITIL Masters</strong><br /><br />This level of qualification will test an individuals ability to analyse ITIL concepts in new areas.<br />This level of qualification is still under development<br /><br /><br /><br /><div align="center"><strong><span style="font-size:180%;">What to do if your v2</span></strong></div><br />You may be asking, If I am v2 qualified how can I upgrade my qualification to v3 ITIL. Do you I need to start from scratch?<br /><br />Good News!!! No you don’t need to start from scratch. You can continue your studying by just applying a bridge course to wherever you left off. Because v3’s qualification scheme works on a point system, the v2 qualifications have been assigned points as well.<br /><br />Here is what you can do if you hold the following ITIL v2 qualifications<br /><br /><strong>V2 Foundation course</strong><br /><br />If you have your certification for ITIL v2 Foundation then you have 1.5 points. Because you require 2 points to enter any of your v3 Intermediate courses you need to get an additional 0.5 points. Where do I get 0.5 points? You can get them by doing your v3 Foundation Bridge course<br /><br /><strong>V1 or V2 ITIL Managers Certificate.</strong><br /><br />If you have your Service Manage certification then you have already earned yourself 17 points. All you need to do here is successfully complete the v3 Managers Bridge exam worth 5 points and you will then acquire 22 points. This means you will immediately get to Level 4 and be issued your ITIL Expert certification.<br /><br /><strong>ITIL v2 Practitioners Certificate</strong><br /><br />Each v2 Clustered Practitioners courses is worth 3 points. You have 3 choices at this level:<br /><br /><strong>Choice 1:</strong> Either you complete all your v2 Clustered Practitioner courses to acquire 12 points; then successfully complete the v3 Managers Bridge for 5 points brining your points to 17. And then successfully complete the Managing Across the Lifecycle course to acquire another 5 points brining you to 22 points which will give you your ITIL Expert certification.<br /><br /><strong>Choice 2:</strong> Try and quickly successfully complete your v2 Managers exams both Service Support and Service Delivery. This will get you 17 points. Then complete the v3 Manager Bridge worth 5 points to bring you to 22 points. This means you will immediately get to Level 4 and be issued your ITIL Expert certification.<br /><br /><strong>Choice 3:</strong> Do your v3 Foundation bridge and work your way through the v3 Intermediate stream to acquire 17 points (including your foundation points) and then do the Managing Across the Lifecycle to acquire 5 points bringing you to 22 points. This means you will immediately get to Level 4 and be issued your ITIL Expert certification.<br /><br /><br />Used with permission: Richard de Kock, ITIL Trainer & Consultant<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-2703753964335253372?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-51378940766680507642008-09-21T23:45:00.001-07:002008-09-22T00:24:12.071-07:00Here comes the silly season....The offers are starting to come through; more unwelcome emails that tell you what you need with respect to your ITIL v3 training.<br /><br />I've made the point before and I'll make it again. Make up your own mind.<br /><br />The 10 new courses (yes 10) that are defined in the ITIL Intermediate level of the certification program will be filtering into the marketplace.<br /><br />One thing is for sure, if you want to follow the full ITIL v3 track you need to set yourself aside several months - up to a year or even more.<br /><br />ITIL v3 will be around for a while, so there is no need to hurry. Look for clever offers that bundle a variety of courses together; saving you money. Also decide early on your strategy.<br /><br />Will you opt for the Service Lifecycle courses, which will give you a solid grounding in the theoretical elements of the Framework or will you decide on a Service Capability track; which is more implementation/operation focussed.<br /><br />It is true that you can mix and match different programs, but the clever money will be on those that follow a consistent path.<br /><br />Demand for the ITIL v3 courses will grow over time; which programs attract the greatest interest will be interesting to observe.<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-5137894076668050764?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-91604416291356212152008-08-09T00:22:00.000-07:002008-08-09T00:31:46.996-07:00New marks for Intermediate coursesAPMG have issued a short paper detailing the expected marking pattern for the upcoming:<br /><br />Service Lifecycle<br />Service Capability and<br />Managing across the Lifecycle courses.<br /><br />Collectively the 10 courses in this area are referred to as Intermediate level.<br /><br />All exams will be "Complex multiple choice". 8 questions. The pass mark will be 28 out of a possible 40 marks maximum (or 70%).<br /><br />5 marks will be awarded for the correct answer<br />3 marks for partially correct answer<br />1 mark for the least correct answer<br />0 marks for the incorrect answer<br /><br />How will it work... ?<br /><br />Examples.<br />Partially correct answers on all 8 questions - you will fail the exam... (8 * 3 = 24).<br /><br />Correct answers on 4 questions, partially correct on 2 and wrong on 2 - you will fail the exam (4*5 + 2*3 = 2*0 = 26)<br /><br />Correct answers on 5 and least correct on 3 - you will PASS (5*5 + 3*1 = 28).<br /><br />First set of exams is available from October 1 2008. The remainder are available from January 1st 2009.<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-9160441629135621215?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-56742430266364402782008-07-26T02:36:00.000-07:002008-07-26T02:45:34.950-07:00An 8 question challengeAs one of the ones on the "inner circle" I am often asked to participate in upcoming ITIL exams, as a Pilot Tester.<br /><br />The good news is that I get asked and I am one of the first to ever see these new exams. The bad news is that I never get to see my result and I still have to take the test myself, when the actual exams are finally released.<br /><br />Over the last 4 weeks I have taken 5 of the upcoming ITIL Service Lifecycle and Service Capability exams. The expected format of the exams is well publicized. Eight (8) complex multiple choice exams, to be answered in 90 minutes.<br /><br />You may be thinking ONLY 8 ! and 90 MINUTES !... I'm here to tell you not to get lulled into a sense of security. Some of the questions are - I wouldn't use the work complex - I'd use the terms of LONG, TIRING TO READ, TRICKY TO UNDERSTAND and SUBJECTIVE.<br /><br />The answers have different points. So it isn't even a case of one RIGHT and three WRONG. There are grades of RIGHT and WRONG. This is what makes the format hard for me to like.<br /><br />If you get three of four experienced managers together and ask them to write an answer to an issue you will get COMPLETELY different answers. This is a result of experience, knowledge and even how you felt at the time.<br /><br />Then you have an independant person say what is the most right answer etc.. Just doesn't sit well with me. I have my views and opinions and because they may differ to the people who write the questions and answers I could fail the exam.<br /><br />There is no doubt that it is an enormous challenge, but I wonder if the examination panel would be better suited opting for simply MORE simple multiple choice questions and avoid the issues that are simply inevitable with the complex format.<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-5674243026636440278?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-74467047712913451562008-07-13T06:20:00.000-07:002008-07-13T06:42:14.434-07:00Front Runners for ITIL v3 CertificationThe United States still leads the way in terms of numbers of ITIL exams taken AND the percentage of those exams that are ITIL v3.<br /><br />It would seem that the Service Management professional community in the US has thrown their (considerable) weight behind ITIL v3 certification.<br /><br />Canada and Australia, as well as the UK are seeing a greater percentage of ITIL v3 exams taken than ITIL v2.<br /><br />However, one interesting result is that while Japan is second behind the USA for number of ITIL exams taken, it is in last place for the number of those exams that are ITIL v3.<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-7446704771291345156?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-22723084540175163062008-07-07T00:55:00.000-07:002008-07-07T01:10:47.819-07:00Codifying User ProfilesI am sorry, but if you were looking for a clear and concise description of the concept of codifying user profiles that is documented in the ITIL v3 Service Strategy volume, then all I can give you is my take.<br /><br />(actually, the detail of the concept causes me to lose faith in the concept)<br /><br />I can understand that users in an organization have profiles. Different levels of staff, have different requirements and generate differernt Patterns of Business Activity (PBA)... BUT the way it is represented in the text is just plain confusing.<br /><br />The text tells me that codifying helps multidimenisonal analysis, using criteria like nearness and likeness.. it is heavy duty stuff, so here is my take.<br /><br />People carry out a variety of different "jobs" within their actual job. A senior executive could one day be firefighting some operational issues and the next day they are involved in strategic decision making.<br /><br />If we look at each of these "sub-jobs" the requirements for services differs in each one. Next we map each sub-job by how much of a particular service or service element the job requires. Give each of those sub-jobs a unique identifying code.<br /><br />Next, each person (who has their own User Profile (UP) can be linked to one or more of these sub-jobs.<br /><br />Now the benefit comes when you look down the list of User Profiles to see which sub-job codes they share. Understanding the level of sharing helps us to better predict demand of services and therefore respond with appropriate capacity.<br /><br />If we give each of these "sub-jobs" a code then we<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-2272308454017516306?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-74185241886676091852008-07-06T23:54:00.000-07:002008-07-07T00:10:32.893-07:00More Classic Bloopers from ITIL v3 - Service StrategyIt is already acknowledged that there are some mistakes in the ITIL v3 Core volumes.<br />So this is not a dig at v3, but a service to assist people that have made the investment.<br /><br />Blooper 1 - Service Strategy book, page 129<br />Diagram relating to Tight Coupling of Demand and Capacity.<br />Should read that Production cycle consumes CAPACITY.<br /><br />Blooper 2 - Service Strategy book, page 31<br />Column 1 = "Value is defined not only strictly in terms of the customer's business outcomes...<br />Column 2 = "... value is defined strictly in the context of business outcomes".<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-7418524188667609185?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-68137819906348394992008-06-27T15:09:00.000-07:002008-06-27T15:11:10.988-07:00ISO 20000 updateI was reading about the new ISO 20000 Foundation course that is being<br />offered by the ISEB (Information Systems Examination Board), a<br />department of the British Computer Society (BCS).<br /><br />The ISO 20000 course from ISEB includes a comment that the three day ISEB ISO 20000 course is <strong>not </strong>a substitute for the itSMF 3 day Consultant course.<br /><br />What is clear is that the consumer has another choice for ISO 20000 certification. What is also clear is that EXIN still has the most comprehensive ISO 20000 certification path AND they have their ISO 20000 exam available at Prometric (which itSMF and ISEB do not).<br /><br />Competition is healthy in this market and from an initial start where there was only one option, IT folk now have a choice of three (for the record I am ISO 20000 Consultant certified).<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-6813781990634839499?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-38074110769801836602008-06-25T16:38:00.000-07:002008-06-25T18:05:14.944-07:00ITIL Complementary Guidance - status updateWhen ITIL v3 was still in its infancy we learnt about the 3 aspects. The Core, the Web and the Complementary Guidance.<br /><br />The complementary guidance being targetted towards ITSM practices in specific business sectors and technologies.<br /><br />Has anyone seen any evidence of this? I haven't and the only mention I have seen seems to indicate that we'll simply get to see old titles with a new cover.<br /><br />Perhaps that is reasonable given that a lot of what is in ITIL v3 is also material that already existed as part of v2 (but noone ever read).<br /><br />I will stand corrected on this point, but I have not seen anything that delivers any Complementary guidance, only the standard marketing messages about what it is and how good it will be.<br /><br />Waiting, waiting, waiting...<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-3807411076980183660?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0tag:blogger.com,1999:blog-3585055264325427061.post-65477528097832846272008-06-24T15:46:00.000-07:002008-06-24T16:00:11.239-07:00Just when you thought it was safe.... New ITIL examsThe latest set of draft syllabus for the ITIL v3 Intermediate courses have been published by APMG.<br /><br />You may have heard that the Intermediate courses which encompass the five Service Lifecycle, four Service Capability and Managing Across the Lifecycle courses will be released in two waves.<br /><br />Wave 1 - October 1st 2008 sees exams available to the public for Service Transition, Service Operation, Release, Control and Validation, Operational Support and Analysis and Service Offerings and Agreements.<br /><br />Having seen the syllabi I can report that there are some changes from the draft syllabi that were produced several weeks ago. The most notable and probably of greatest interest is the exam format in all of the courses.<br /><br />8 multiple choice questions !<br /><br />So you are thinking that can't be too bad; but if you consider that the exam is 90 minutes long you get the idea that these are not simple questions.<br /><br />In fact the questions are scenario based, each with 4 possible answers and (get this) there are varying degrees of "correctness" for each of the 4 answers. Correct, no longer is one question right and the others wrong. Now there is a really right one that is worth 5 marks, a not quite so right one that is worth 3 marks, a answer that earns 1 mark and a "distracter" worth 0.<br /><br />Love it or hate it, the pass mark for the exam is 65% or 26 marks out of a possible 40 marks. You can earn yourself a distinction by getting 30 marks (75%).<br /><br />So that is the breaking news on the new exam format for ITIL v3 Intermediate courses.<br /><br />Personally, the format does not appeal to me. Having a gradient scoring system is very subjective. In real life there are multiple ways to achieve a result, so in this regard it makes sense to have different "correct" answers. However, my view of what is the right way to deal with a situation will be different from someone else and the choice is dependant on many more factors than can be documented in an exam (e.g. emotions, experiences).<div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/3585055264325427061-6547752809783284627?l=blog.certification.info' alt='' /></div>ITSMerhttp://www.blogger.com/profile/06811667132221553003noreply@blogger.com0