tag:blogger.com,1999:blog-105802562024-03-19T04:15:39.360+00:00Free Online ITIL Training and Resources from the ITIL Certification ExpertsGet free online ITIL training and certification resources including free itil training videos, free itil study guides, free itil mindmaps and moreAnonymoushttp://www.blogger.com/profile/12348638953317112923noreply@blogger.comBlogger309125tag:blogger.com,1999:blog-10580256.post-25757100577866158262012-04-23T14:28:00.002+01:002012-04-23T14:28:52.016+01:00Free ITIL Training Online for Everyone<div dir="ltr" style="text-align: left;" trbidi="on">
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<a href="http://www.freeitiltraining.com/" target="_blank"><img alt="" border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEirzE_LJbft8DtHPHDdeMjAore5dO1XGnUhx1Wx_yUk7sksr8UNXKYeuVT9IQ29kALzpFvH2nbO6e2HH8omZAKRXE_utPq7OM6nAV2HqMBGx4j-wmDNe7kUlXJa1fBGqn9gJN5BJg/s1600/free_itil_training_online_for_everyone.jpg" title="Free ITIL Training Online for Everyone" /> Click to Access Free ITIL Training</a></div>
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Now there's <a href="http://www.freeitiltraining.com/" target="_blank">free ITIL training online</a> available for everyone with www.freeitiltraining.com from IT Training Zone. Sign-up <a href="http://www.freeitiltraining.com/" target="_blank"><b>here</b></a> for free, and you'll get instant online access to three video tutorials and an 80 page ITIL Study Guide. It's the fastest, easiest route into ITIL<br />
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<b>This <i>online</i> class is ideal for complete beginners to ITIL and introduces all of the key terminology, definitions and processes of the IT Infrastructure Library.</b><br />
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It's also (after video #1) an in-depth guide to the practical, real world benefits of ITIL too. Video #2 walks you through the five stages of the IT Service Lifecycle across ITIL: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. <br />
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This <a href="http://www.freeitiltraining.com/" target="_blank">free ITIL Training</a> also provides an excellent introduction in ITIL for non-service professionals such as business leads, marketing executives and technical support personnel. <br />
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One great aditional feature is that this <a href="http://www.itiltrainingzone.com/" target="_blank">online ITIL training</a> program is free to share with your co-workers and your entire team. So if you're evaluating the need for ITIL Foundation training, then this class provides an excellent introduction with professional resources and a downloadable 80 page <a href="http://www.freeitiltraining.com/" target="_blank">ITIL study guide</a>.<br />
<br /></div><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-32561651007339063742011-11-27T10:08:00.000+00:002011-11-27T10:08:53.987+00:00Hot to Get ITIL Expert Certification Status Online<div dir="ltr" style="text-align: left;" trbidi="on"><span class="zemanta-img separator" style="clear: right;"><a href="http://commons.wikipedia.org/wiki/File:Wearer_of_an_ITIL_Foundation_Certificate_pin.jpg" style="clear: right; display: block; float: right; margin-left: 1em; margin-right: 1em;"><img alt="An ITIL Foundation Certificate pin on a shirt...." height="200" src="http://upload.wikimedia.org/wikipedia/commons/thumb/f/f9/Wearer_of_an_ITIL_Foundation_Certificate_pin.jpg/300px-Wearer_of_an_ITIL_Foundation_Certificate_pin.jpg" style="border: medium none; font-size: 0.8em;" width="150" /></a><span class="zemanta-img-attribution" style="clear: both; float: right; margin-left: 1em; margin-right: 1em; width: 300px;">Image via <a href="http://commons.wikipedia.org/wiki/File:Wearer_of_an_ITIL_Foundation_Certificate_pin.jpg">Wikipedia</a></span></span><h2 style="font-weight: normal;"><span style="font-size: small;"><strong><strong>Progressing from Foundation to ITIL Expert can seem a daunting task. So many courses, so many options and lots of ‘pathways’ available to the budding ITIL Expert – and then so many providers and different ways of studying and taking your exams.<br />
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It’s a jungle. So, grab your machete and join us – as we take a peek at the <a href="http://www.itiltrainingzone.com/" target="_blank">online training</a> route to ITIL Expert…<br />
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Read How To Achieve <a href="http://www.itiltrainingonline.com/" target="_blank">ITIL Expert Certification</a></strong></strong></span></h2><div class="zemanta-pixie" style="height: 15px; margin-top: 10px;"><img alt="" class="zemanta-pixie-img" src="http://img.zemanta.com/pixy.gif?x-id=3294b4cd-f26a-42e2-bd12-f39b7b35a82d" style="border: none; float: right;" /></div></div><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-63105511634449639982011-11-11T09:37:00.000+00:002011-11-15T15:55:22.984+00:00ITIL Expert Online Training Program<div dir="ltr" style="text-align: left;" trbidi="on"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjUcJm04r08mzUNQgOZ5EzBKoNYnjKqBu79JU5aFKk70VVt7PHMF7QG3gHQ3tyrPIu5rDcMoOxmqkvdepBI5CBqF_YapulwJODKwUteOGgdOZzPBOfN10zTrMhR5_sRT3MPCfyuJg/s1600/New_ITIL_Experts_Cube.jpg"><img alt="" border="0" id="BLOGGER_PHOTO_ID_5493307960559634722" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjUcJm04r08mzUNQgOZ5EzBKoNYnjKqBu79JU5aFKk70VVt7PHMF7QG3gHQ3tyrPIu5rDcMoOxmqkvdepBI5CBqF_YapulwJODKwUteOGgdOZzPBOfN10zTrMhR5_sRT3MPCfyuJg/s320/New_ITIL_Experts_Cube.jpg" style="display: block; height: 320px; margin: 0px auto 10px; text-align: center; width: 320px;" /></a><br />
<span style="font-weight: bold;">Become an ITIL V3 Expert with our Online ITIL Expert Training and Certification Program. 100% Online.</span><br />
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<b>All 5 ITIL Intermediate Lifecycle courses and ‘Managing across the Lifecycle’ (20 ITIL Credits)</b><br />
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<span style="color: orange;">Each of the above 6 courses includes: -</span></span><br />
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* Detailed ITIL Video Tutorials<br />
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Study whenever and wherever you need to: from work, home, customer sites, hotels etc<br />
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If you are not ITIL qualified in any way, then we will provide you with online access to our ITIL V3 Foundation course – free of charge.<br />
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Learn More about the Online <a href="http://www.itiltrainingzone.com/itil-experts-program.html">ITIL Expert Training</a> Program.<br />
<div class="zemanta-pixie" style="height: 15px; margin-top: 10px;"><a class="zemanta-pixie-a" href="http://www.zemanta.com/" title="Enhanced by Zemanta"><img alt="Enhanced by Zemanta" class="zemanta-pixie-img" src="http://img.zemanta.com/zemified_e.png?x-id=df1577b4-2fa3-4741-97cc-bbcbf7b38890" style="border: medium none; float: right;" /></a></div></div><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-4558228068655007702010-07-13T00:36:00.002+01:002010-07-13T00:38:53.017+01:00Online ITIL Expert Training Program<table class="mceVisualAid" style="width: 700px;" border="0" cellpadding="0" cellspacing="0"><tbody style="text-align: left;"><tr style="text-align: left;"><td class="mceVisualAid" style="text-align: center;" width="58%" valign="middle"><table class="mceVisualAid" style="width: 100%;" border="0" cellpadding="0" cellspacing="0"><tbody style="text-align: left;"><tr style="text-align: left;"><td valign="top"><img src="http://www.itiltrainingzone.com/images/stories/web_pics/spacer.gif" alt="spacer" width="28" height="25" /></td> <td class="mceVisualAid" style="text-align: left;" valign="top"><img src="http://www.itiltrainingzone.com/images/stories/web_pics/bullet-bl2.gif" alt="bullet-bl2.gif" width="23" border="0" height="16" /></td> <td class="mceVisualAid" style="text-align: left;" width="100%" valign="top"> <div><strong>Become an ITIL V3 Expert with our Training<br />and Certification Program.</strong> <span style="text-decoration: underline;"><span style="color: rgb(255, 102, 0);"><strong>100% Online</strong></span></span><br /><br /></div> </td> </tr> <tr style="text-align: left;"> <td valign="top"> </td> <td class="mceVisualAid" style="text-align: left;" valign="top"><img src="http://www.itiltrainingzone.com/images/stories/web_pics/bullet-bl2.gif" alt="bullet-bl2.gif" width="23" border="0" height="16" /></td> <td class="mceVisualAid" style="text-align: left;" width="100%" valign="top"> <div><strong>All 5 ITIL Intermediate Lifecycle courses <span style="text-decoration: underline;">and</span><br />‘Managing across the Lifecycle’ (20 ITIL Credits)</strong><br /><br /></div> </td> </tr> <tr style="text-align: left;"> <td valign="top"> </td> <td class="mceVisualAid" style="text-align: left;" valign="top"><img src="http://www.itiltrainingzone.com/images/stories/web_pics/bullet-bl2.gif" alt="bullet-bl2.gif" width="23" border="0" height="16" /></td> <td class="mceVisualAid" style="text-align: left;" width="100%" valign="top"> <div><strong><span style="color: rgb(255, 102, 0);">Each of the above 6 courses includes: -</span><br /></strong> <ul><li><strong>Detailed ITIL Video Tutorials</strong></li><li><strong>Downloadable ITIL Study Guides</strong></li><li><strong>Exercises, Resources and Online ITIL Quizzes</strong></li><li><strong>Practice ITIL Exams with Examiners Rationale</strong></li><li><strong>Online access to the official ITIL® V3 Library</strong></li><li><strong>Personalized Course Completion Certificate</strong></li><li><strong>Ongoing ITIL V3 Expert Tutor Support</strong></li><li><strong>Web based ITIL Exam (two options)</strong></li></ul> </div> </td> </tr> <tr style="text-align: left;"> <td valign="top"> </td> <td class="mceVisualAid" style="text-align: left;" valign="top"><img src="http://www.itiltrainingzone.com/images/stories/web_pics/bullet-bl2.gif" alt="bullet-bl2.gif" width="23" border="0" height="16" /></td> <td class="mceVisualAid" style="text-align: left;" width="100%" valign="top"> <div><strong>Delivered online from a dedicated, high speed<br />ITIL Experts Portal – self paced and flexible</strong><br /><br /></div> </td> </tr> <tr style="text-align: left;"> <td valign="top"> </td> <td class="mceVisualAid" style="text-align: left;" valign="top"><img src="http://www.itiltrainingzone.com/images/stories/web_pics/bullet-bl2.gif" alt="bullet-bl2.gif" width="23" border="0" height="16" /></td> <td class="mceVisualAid" style="text-align: left;" width="100%" valign="top"> <div><strong>Study whenever and wherever you need to <br />- from work, home, customer site, hotels etc </strong><br /><br /></div> </td> </tr> <tr style="text-align: left;"> <td valign="top"> </td> <td class="mceVisualAid" style="text-align: left;" valign="top"><img src="http://www.itiltrainingzone.com/images/stories/web_pics/bullet-bl2.gif" alt="bullet-bl2.gif" width="23" border="0" height="16" /></td> <td class="mceVisualAid" style="text-align: left;" width="100%" valign="top"><strong>If you are only ITIL V2 Foundation qualified, then we<br />will ‘bridge’ you up to V3 - by providing you with<br />the ITIL V2-V3 Foundation Bridge free of charge.</strong><br /><br /></td> </tr> <tr> <td valign="top"> </td> <td valign="top"><img src="http://www.itiltrainingzone.com/images/stories/web_pics/bullet-bl2.gif" alt="bullet-bl2.gif" width="23" border="0" height="16" /></td> <td valign="top"><strong>If you are not ITIL qualified in any way, then<br />we will provide you with online access to our<br />ITIL V3 Foundation course – free of charge.</strong><br /><br /></td> </tr> </tbody> </table> </td> <td class="mceVisualAid" style="text-align: center;" width="270" valign="top"><img style="margin-top: 5px; margin-right: 40px;" title="One low cost one great online package!" src="http://www.itiltrainingzone.com/images/stories/web_pics2/525_Base.jpg" alt="ITIL Experts Program" width="206" height="525" /></td> </tr> <tr> <td valign="top"><br /></td> <td colspan="2" valign="top"><img src="http://www.itiltrainingzone.com/images/stories/web_pics/spacer.gif" alt="spacer" width="28" height="13" /><img src="http://www.itiltrainingzone.com/images/stories/web_pics/bullet-bl2.gif" alt="bullet-bl2.gif" width="23" border="0" height="16" /><span style="color: rgb(255, 102, 0);"><strong>It’s the complete flexible, online solution to achieving your ITIL Expert status.</strong></span><strong><br /></strong></td> </tr> <tr> <td colspan="3" valign="top"><span style="font-family: Arial; font-size: x-small;"><span style="font-family: Arial; font-size: x-small;"><strong><span style="color: rgb(255, 255, 255); font-size: large;"><span style="font-size: small;"><br /></span></span></strong></span></span></td></tr></tbody></table><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-48746388865088045202008-09-11T10:58:00.000+01:002008-11-11T15:48:20.667+00:00Free ITIL V3 Service Operation Guide<span style="color: rgb(204, 0, 0);font-size:130%;" ><strong>Grab Your FREE Complimentary</strong> <strong>ITIL V3</strong> <strong>Report Now!</strong></span><strong><br /></strong><br />Just released - this new 55 page ITIL V3 Design Guidelines Report.<br /><br /><br /><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjcxyzkMQ-k05vRDC96mMZ5LxO6q09bykdj-cpd8pse1spKCpJzEIEVMGgEcB3kkiJDR6lL-48jxm_BXwACiK1b32odo3IJGA57SGprFbLLNj1_z1MKK7tyPhLB1Ur5R1x-rAoHpQ/s1600-h/itil_version_3_service_operation_design_guidelines.jpg"><img id="BLOGGER_PHOTO_ID_5108513365620967442" style="margin: 0px 10px 10px 0px; float: left;" alt="" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjcxyzkMQ-k05vRDC96mMZ5LxO6q09bykdj-cpd8pse1spKCpJzEIEVMGgEcB3kkiJDR6lL-48jxm_BXwACiK1b32odo3IJGA57SGprFbLLNj1_z1MKK7tyPhLB1Ur5R1x-rAoHpQ/s400/itil_version_3_service_operation_design_guidelines.jpg" border="0" /></a><br /><br />This exclusive new <strong>ITIL V3</strong> Resource<br />has just been released. Contents: -<br /><br />- 55 Pages packed with real world examples<br /><br />- 46 Examples of ITIL V3 Service Operation<br /><br />- Covers all NEW <a href="http://www.itilversion3.com"><span style="font-weight: bold;">ITIL V3</span></a> Processes<br /><br />- Includes Event and Access Management<br /><br />- <strong><span style="color: rgb(204, 0, 0);">New!</span></strong> "Components of Design Guidelines"<br /><br /><br /><br /><br /><br /><br />Download Your FREE Copy here - Limited Time Only<br /><br /><a href="http://www.itilversion3.com/"><span style="color: rgb(51, 51, 255);">FREE ITIL V3 PDF REPORT - Service Operation Guidelines<br /></span></a><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1154965508883699362008-08-25T16:36:00.000+01:002008-09-23T13:30:37.287+01:00ISO/IEC 20000 Explained! Free Teleseminar, PDF and Bonus Information.<strong><span style="color:#ff0000;">ISO/IEC 20000</span></strong> Explained!<br /><br /><strong>Free access to ISO/IEC 20000 Resources.</strong><br /><br />As the de-facto standard in IT Service Management Quality, ISO/IEC 20000 continues to grow in importance to anyone delivering IT Service to Clients, Customers and Organizations, I've collaborated with renowned worldwide expert - David Clifford - to bring you this exclusive free information.<br /><br />In this, the second in the 'Expert' Teleseminar series, I ask David the Top Eleven, most burning questions about ISO/IEC 20000 that readers of the <a href="http://www.itservicesuccess.com/blog"><strong><span style="color:#3333ff;">IT Service Blog</span></strong> </a>wanted answers too!<br /><br /><br /><strong>Questions Raised To David:-<br /></strong><br /><span style="color:#3333ff;">1. What exactly is ISO/IEC 20000?<br /><br />2. Is there any type of defined relationship between ISO/IEC 20000 and ITIL?<br /><br />3. What types of Organizations should seek certification and what are the reasons?<br /><br />4. What is the eligibility criteria for Organizations seeking ISO/IEC 20000 certification?<br /><br />5. What is the relationship between scope and eligibility?<br /><br />6. What are the benefits of ISO/IEC 20000 to an Organization?<br /><br />7. What is a typical timeframe for achieving certification and what are the costs involved?<br /><br />8. What is the return on investment (ROI) for achieving ISO/IEC 20000 certification?<br /><br />9. What skills, education and capabilities are required to successfully obtain certification?<br /><br />10. Is it more difficult to maintain certification than it is to achieve it first time?<br /><br />11. What does the future hold for ISO/IEC 20000 in the next five years?<br /><br /></span><br />David reveals all the answers and more in this special 65 minutes Teleseminar.<br /><br /><br /><strong>You can register below - for free - to access:-</strong><br /><br /><span style="color:#3333ff;">- 65 Minute Audio Download<br /><br />- Fully edited PDF Call Transcript<br /><br />- Free Bonus ISO/IEC 20000 Slide Deck<br /><br />- Plus access to special links and materials </span><br /><span style="color:#3333ff;"></span><br /><strong><span style="color:#3333ff;"><a href="http://asktheiso20000expert.com/">Access Now</a></span></strong><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1132566902816538402007-03-07T04:29:00.000+00:002008-09-23T13:30:37.287+01:00Creating a "Statement Of Service Requirements" - Part One<strong><span style="color:#3333ff;">In this special series of articles we look at creating a Statement of Service Requirements (SSR). Over the coming days we will look at what an SSR actually is, why it is important, it's likely content and how you can effectively use one to both procure and execute against your Outsourcing agreements.</span></strong><br /><br />The idea for this article series came when I was clearing out the office recently. I usually have a good tidy up in between Christmas and the New Year - but I felt unusually energetic this weekend and the desire to 'de-clutter' my office got the better of me. Anyway, I found (tucked away behind an old printer) a copy of the CCTA's (remember them? Now they're the OGC! You know the owners of ITIL!) 1993 book, "Producing a statement of service requirements".<br /><br /><br /><br /><em><blockquote><em>Way back in the olden days of 1993 this meagre 84 page "book" cost a<br />whopping $90 (£45 / 60e) but was so packed full of interesting goodies that I<br />just had to bring it back to life - and use my own interpretation of today's<br />meaning within a service operation. <strong>Sound ok to you?</strong></em> </blockquote></em><br />Great, let's get on with some of the detail...<br /><br /><br /><strong><span style="color:#3333ff;">What is an SSR?</span></strong><br /><br />- A Precise and Complete Statement of the Requirements and Constraints for the IT Service to be provided<br /><br />- An SSR forms the very foundation for a formal procurement of IT Service<br /><br />- It provides a sound basis for the creation of evaluation criteria and the terms of the contract between a service recipient (or guardian of the service) and the service provider (let's think about an outsourcing deal here).<br /><br />- An SSR describes the job that Outsourcers need to do. It is accurate, detailed and complete.<br /><br />- An SSR enables a potential service provider to effectively bid for new service contracts.<br /><br />- It enables service providers to fully understand what they are getting themselves into; derive an accurate costing model for running the service over time (and so helps them determine their profit!)<br /><br />- It provides the service guardian with the opoprtunity to compare and contrast multiple prospective bidders in a competitive tender situation; enabling shortlisting and opening up focussed discussions about service requirements.<br /><br />- It acts as the "definitive reference" (CCTA term) during discussions and ongoing negotiations between provider and guardian.<br /><br /><br /><strong><span style="color:#3333ff;">Why invest the time in producing an SSR?</span></strong><br /><br />Make no mistake - creating an accurate and in-depth SSR is tough work and involves detailed extraction of user/business and internal IT/IS requirements. You will need to overcome many challenges in producing one; such as gaining access to the right people, translating business requirements into more refined service requirements and obtaining approval that the completed document is in fact a detailed and accurate 'big picture' statement of what the business needs!<br /><br />So, an investment in time and energy is definately required.<br /><br /><strong><span style="color:#3333ff;">Why bother? Well, you will produce a document that enables:-</span></strong><br /><br />- solid backbone to base discussions, decisions and negotiations on<br />- effective change managements of the spefici details within the requirements<br />- fair comparisons between bidding repsonses can be made (protecting your organization from objections from certain bidders who suspect you may be unfair or biased in some way)<br />- validate what the current incumbant is actually delivering for you today. Even if you stay with your current provider - you want to know that they are hitting all the right spots for you.<br /><br /><br /><strong><span style="color:#3333ff;">What do I need to know about creating an SSR?</span></strong><br /><br />- Your business objectives<br />- Your internal IT / Technology Objectives<br />- The strategic positioning of your Service Delivery organization within your business<br />- Resources and skills needed to create an effective SSR<br />- Understanding of who else to involve (Legal, Business Sponsors, Commercial teams)<div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1162644808983795092006-11-04T12:51:00.000+00:002008-09-23T13:30:37.288+01:00Free ITIL Foundation Exam Paper - 40 Free Sample Questions<a href="http://www.multiplechoicesecrets.com"><img style="float:left; margin:0 10px 10px 0;cursor:pointer; cursor:hand;" src="http://photos1.blogger.com/blogger/5973/539/400/free%20itil%20foundation.jpg" border="1" alt="" /></a><br /><strong><span style="font-size:130%;color:#cc0000;">GET THE 'SECRET' ADVANTAGE!</span><br /></strong><br /><br />If you are taking your <strong>ITIL Foundation Exam</strong> very soon - why not give yourself the UNFAIR advantage over other students and obtain this exclusive NEW collection of proven tips, strategies and techniques specifically written for the ITIL Foundation Exam.<br /><br />This brand new exclusive eBook is packed full of proven strategies, techniques and tips to help ensure you give yourself the best chance possible to pass the <strong>ITIL Foundation Exam</strong> first time.<br /><br />With 136 easy to absorb pages you will learn more than <strong>30 step-by-step techniques</strong> to help ensure your ITIL Foundation exam success.<br /><br />This really is the ‘missing element’ from your Foundation revision and the perfect compliment to any training notes or study guides you may already have.<br /><br />This eBook contains essential information you need to know about how to pass the ITIL Foundation multiple choice exam. This information has been carefully selected, along with worked examples from the syllabus, to create this unique eBook.<br /><br />Written by a top ITIL Consultant who has proven these techniques time and time again with students he coaches.<br /><br /><span style="color:#cc0000;">Across 12 content packed chapters you will learn: -</span><br /><br />• The awesome 3-PASS answering strategy to obtain over 26 points<br />• Worked examples of ITIL questions and three mistakes you must avoid making!<br />• Exam jargon demystified: Stems, Options, Qualifiers and Modifiers – Revealed<br /><br />• How to overcoming the challenges and pitfalls of the ITIL Foundation exam<br />• How Examiners actually create questions and the secrets you must know<br />• How to verify you have the correct answer and avoid changing your mind<br /><br />• The ‘DNA’ of ITIL Foundation questions explained – step-by-step<br />• How to effectively boost your memory recall using Flashcards<br />• Five ways to ensure you quickly eliminate incorrect answers<br />• Three ways to ensure you fully understand the question<br /><br />• How to quickly overcome exam blackout and anxiety<br />• How to study four times more effectively<br />• How to minimize your chances of failure<br /><br /><span style="color:#ff0000;"><span style="color:#cc0000;">Multiple Choice Secrets also includes these special bonus resources: -</span><br /><br /></span>• One FULL 40 question ITIL Foundation exam – plus answers<br />• Sample ITIL Flashcards to boost your memory retention<br />• Free ITSM resources and downloads – worth over $200<br /><br />This is the PERFECT compliment to your Study guide or Training notes.<br /><br /><br />Get Your Copy Here <strong><span style="color:#cc0000;">--></span></strong> <a href="http://www.itgovernance.co.uk/products/601" target="_blank"><strong><span style="color:#3333ff;">Give Me The Unfair Advantage</span></strong></a><br /><br />Download A Free ITIL Test Paper <span style="color:#cc0000;"><strong>--></strong></span> <a href="http://itservicetoday.blogs.com/itil_foundation_exam/files/free_itil_foundation_exam_questions.pdf" target="_blank"><strong><span style="color:#3333ff;">Free ITIL Foundation Exam</span></strong></a><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1131973069956350472006-10-11T00:53:00.000+01:002008-09-23T13:30:37.288+01:00CMDB: A Long Road to ITIL's Return-On-Investment?<span style="color:#990000;"><strong><span style="color:#cc0000;">CMDB: A Long Road to ITIL’s Return-On-Investment?<br />By John Worthington.</span></strong><br /></span><br /><em>A key concept of ITIL’s best practice for IT Service Management is obviously to focus on Services, from the business’ perspective (read business process). So this means that Citrix, Web front-end infrastructures, and even SAP are not technically services, but segments of end-to-end services that make sense to IT (not IT’s customer). Supply chain, logistics, sales accounting, might be more likely to be considered services from the business perspective.<br /></em><br />So, ITIL defines core Service Support and Service Delivery processes and suggests roles and responsibilities that can cross organizational silos and begin to treat IT from a services orientation. People, Process and Products (tools) become part of an overall Continuous Service Improvement Program (CSIP).<br /><br />It does not take long for customers to learn that a key area and challenge will be the establishment of a Configuration Management Data Base (CMDB).<br /><br /><strong><span style="color:#cc0000;">As most ITIL-ers know, the key difference between a CMDB and an asset management system is that the CMDB also contains relationships between Configuration Items (hardware, software, et al).<br /></span><br /></strong>Establishing the relationships between components for an end-to-end business service is a big challenge. In fact, some tool vendors are selling ‘automated’ dependency mapping as a standalone product.<br /><br />In fact, the costs associated with CMDB tools can be very significant both in terms of hardware/software and implementation. Placing this cost burden too early in an ITIL deployment can sour management on the overall benefits of the ITIL implementation, with the potential to mortally wound the program before it really gets anything going. This is especially true for tool-driven implementations.<br /><br />Some customers implementing ITIL best practice have quickly become engrossed in the mud associated with detailed data base design efforts, in an attempt to make sure the CMDB is designed properly and anticipates the entire organizations’ needs.<br /><br /><span style="color:#cc0000;"><strong>While CMDB design is important, this can drag out the implementation of ITIL significantly</strong>.<br /></span><br />In addition, it tends to focus the customers attention towards Change and Configuration Management tools and on service segments, rather than end-to-end business processes. This is the attempt to “eat the elephant in small bites” philosophy. This can delay true business alignment which is a fundamental objective of IT Service Management.<br /><br />To make matters worse, in many organizations most of the costs of IT are spent in isolation and diagnosis on problems in n-tier infrastructures. Focus on CMDB design and ‘rapid’ implementation of Change and Configuration management, across only some segments of the end-to-end service infrastructure (read silos) - may not help accelerate ROI and business alignment fast enough to meet the needs of the business. In addition, even the most robust Change/Config tool may not isolate a problem. It also has the potential to drive the decision for a CMDB tool sooner than the organization is really ready.<br /><br />Finally, so much focus on Service Support puts opportunities to leverage Service Delivery processes on a back burner. This almost exclusive focus on Service Support actually compounds the delay in ITIL’s ROI since all ITSM processes are inter-related and achievement of the overall Continuous Service Improvement Program goals depend on ALL the process areas being implemented.<br /><br /><span style="color:#cc0000;"><strong>Is there another (faster) road?</strong><br /></span><br />While there are no shortcuts to proper design and construction of a CMDB, there may be other opportunities to accelerate the ROI associated with implementing best practice.<br /><br />I have worked with a partner who has been providing customers with an “EasyEVAL Program” for over a year, as a somewhat traditional approach to evaluating software. Typically, a customer identifies a target segment (Citrix, Web, etc.) of a service and excersizes the software in this environment. The usual software sales pitch…<br /><br />However, customers could be missing an opportunity to put real VALUE in these eVALUations. I have seen clients quickly establish a services-oriented CDB (not really a CMDB), that contains many of the exact relationships that the CMDB will require. We have done this in some pretty complex environments in less than a week. The file containing these dependencies could be exported to the team responsible for populating the CMDB however our focus has been on establishing cross-silo baselines of performance across an end-to-end business service.<br /><br />For most customers, the compelling aspect of the technology is a patented data flow and dependency based correlation technology that essentially automates the triage process that occurs as customers attempt to isolate n-tier infrastructure problems, directly addressing a significant source of costs for many IT shops. However, it also greatly has accelerated the IT staff’s orientation from silos to services, via a unique and very simple user interface.<br /><br />The company’s willingness to conduct proof of concepts across n-tier business services is a real opportunity for customers to quickly obtain a clear definition of the service dependencies and a performance base line across every layer of every tier of a business service.<br /><br />So, go ahead and take the proper steps to carefully plan your CMDB and choose your vendor carefully. However, in the meantime don’t pass an opportunity to leverage the potential to establish a service oriented CDB, automate the triage process, accelerate the paradigm shift to a service orientation and help discover CMDB application dependencies; especially when this can be done as a POC or small consulting engagement!<br /><br />Even if the tool is not selected, the result will be a more effective CMDB selection and acceleration of ITIL’s ROI at the same time. I’d be interested in other comments on how performance management tools and/or the CDB is complimenting ITIL implementations.<br /><br />For more information - click <a title="http://www.MyServiceMonitor.com" href="http://www.myservicemonitor.com/" target="_blank">MyServiceMonitor</a><br /><br />John M. Worthington<br />IT Service Management Consulting<br />MyServiceMonitor, LLC.<br /><br />John holds both a Manager’s Cert and a Practitioner Cert in Release & Control.<div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1159713907465521332006-10-01T15:42:00.000+01:002008-09-23T13:30:37.288+01:00Free ITIL Resources<strong>Free ITIL</strong> Resources...<br /><br /><a class="l" onmousedown="return clk(this.href,'','','res','1','')" href="http://dritil.blogspot.com/" target="_top">Dr. ITiL: Free ITIL Guides, Free PDFs, Sample ITIL Foundation Exam ...</a><br />ITIL, free ITIL, articles, process guides, information, advice, ITIL foundation, exam questions.dritil.blogspot.com/ - <a class="fl" href="http://www.google.com/custom?hl=en&lr=&oe=ISO-8859-1&safe=active&client=pub-4717956987137825&cof=FORID:11%3BGL:1%3BBGC:FFFFFF%3BT:%230000ff%3BLC:%23cc0000%3BVLC:%230000ff%3BALC:%23cc0000%3BGALT:%23CC0000%3BGFNT:%23000000%3BGIMP:%23000000%3BDIV:%23cc0000%3BLBGC:FFFFFF%3BAH:center%3B&domains=dritil.blogspot.com&sitesearch=dritil.blogspot.com&sig=IMuuBSfiZLjl0djG&flav=0000&ad=w9&q=related:dritil.blogspot.com/">Similar pages</a><br /><br /><a class="l" onmousedown="return clk(this.href,'','','res','2','')" href="http://dritil.blogspot.com/2005/11/secrets-of-passing-multiple-choice.html" target="_top">Dr. ITiL: Free ITIL Guides, PDFs, and Sample ITIL Foundation Exam ...</a><br />ITIL, free ITIL, articles, process guides, information, advice, ITIL foundation, exam questions.dritil.blogspot.com/2005/11/secrets-of-passing-multiple-choice.html - 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<a class="fl" href="http://www.google.com/custom?hl=en&lr=&oe=ISO-8859-1&safe=active&client=pub-4717956987137825&cof=FORID:11%3BGL:1%3BBGC:FFFFFF%3BT:%230000ff%3BLC:%23cc0000%3BVLC:%230000ff%3BALC:%23cc0000%3BGALT:%23CC0000%3BGFNT:%23000000%3BGIMP:%23000000%3BDIV:%23cc0000%3BLBGC:FFFFFF%3BAH:center%3B&domains=dritil.blogspot.com&sitesearch=dritil.blogspot.com&sig=IMuuBSfiZLjl0djG&flav=0000&ad=w9&q=related:dritil.blogspot.com/2005/10/it-service-delivery-were-right-in.html">Similar pages</a><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1159175154461582092006-09-25T10:00:00.000+01:002008-09-23T13:30:37.288+01:00IT Governance - The Six Keys To Effectiveness<p><strong><span style="color:#ff0000;">IT Governance</span></strong> - The Six Keys To Effectiveness.<br /><br />IT compliance helps companies to deal with the day to day complexities that come with managing infrastructure and assets. IT governance solutions help companies to make sure that the right people have responsibility for key decisions within the business, and that there is a lot of input from others who have relevant knowledge or skills to move the business forward.<br /><br />Successful IT governance organization performers generally possess six distinctive characteristics including:-<br /><br /><strong><span style="color:#ff0000;">[]</span></strong> Possessing strongly defined business strategies including customer relationship management, innovative product and service delivery and a commitment to operational excellence all link bank to IT compliance to ensure that future business strategy and operations run effectively and efficiently<br /><br /><strong><span style="color:#ff0000;">[]</span></strong> Ensuring that the company focuses on specific objectives for making and maintaining IT investments as part of a wider IT governance plan, including improving product quality, reducing time-to-market for product development and improving employee collaboration and participation<br /><br /><strong><span style="color:#ff0000;">[]</span></strong> Ensuring high-level and consistent executive participation in IT governance management and the creation of IT governance solutions as evidence shows that companies that have higher executive participation in IT governance management, also have more consistent attainment of corporate goals and targets<br /><br /><strong><span style="color:#ff0000;">[]</span></strong> Implement an IT governance plan, monitor it annually and make as few changes as possible. Studies show that stability in IT governance solutions and processes are vital in ensuring business success and too many changes make it harder for business executives to understand how IT governance operates and how IT compliance can actually help the business perform optimally<br /><br /><strong><span style="color:#ff0000;">[]</span></strong> Ensure that the company can implement IT compliance strategy and process changes to support desirable behaviors and eradicate undesirable behaviors, particularly when something is going wrong<br /><br /><strong><span style="color:#ff0000;">[]</span></strong> Ensure that formal communication methods are established early on and monitored so that they remain effective and efficient.<br /><br />Companies that perform well in IT governance management always have formal communication methods and mechanisms in place as part of their IT governance plan.<br /><br />These methods and mechanisms reinforce the fact that IT governance is critical to both business and technology outcomes for the company.<br /><br />To read more about IT Governance visit <strong><a href="http://it--governance.blogspot.com"><span style="color:#ff0000;">here</span></a></strong>.<br /><br /><br /> </p><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1125322847837077612006-09-05T14:26:00.000+01:002008-09-23T13:30:37.289+01:00Speaking and Presenting with Impact!<a href="http://photos1.blogger.com/blogger/5973/539/1600/hearmeattheback.jpg"><img style="WIDTH: 429px; CURSOR: hand; HEIGHT: 266px" height="266" alt="" src="http://photos1.blogger.com/blogger/5973/539/400/hearmeattheback.jpg" width="499" border="0" /></a><br /><span style="color:#330033;"><span style="font-family:arial;">Attention 2005 itSMF Conference Speakers </span><span style="font-family:arial;">(especially any 'first timers'!)</span><br /><br /><span style="font-family:arial;">To some, presenting and talking to a large group of fellow professionals is the most natural thing in the world - to others it is a daunting task!</span><br /><br /><span style="font-family:arial;">I have pulled together <strong>7</strong> of the web's <em><strong>very best</strong></em> sites on Effective Presenting and Speaking to provide you with some last minute pointers to help deliver a <strong>knock-out presentation talk</strong> for your ITIL hungry audience.</span><br /><span style="font-family:arial;"></span><br /><strong><span style="font-family:arial;">The Top 7:-</span></strong><br /><br /><span style="font-family:arial;">#1 Essential Presenting Skills – The Three Things You Must Know Now.</span><br /><span style="font-family:arial;">Presentation Helper.com </span></span><a href="http://www.presentationhelper.co.uk/Essential_Presentation_skills.htm" target="_blank"><br /></a><span style="font-family:arial;color:#330033;"><a href="http://www.presentationhelper.co.uk/Essential_Presentation_skills.htm">http://www.presentationhelper.co.uk/Essential_Presentation_skills.htm</a></span><span style="color:#330033;"><br /></span><span style="font-family:arial;"><br /><br /><span style="color:#330033;">#2 Presenting with Impact – It’s a skill that can be learnt. CEO Online.<br /></span></span><a href="http://www.ceoonline.com.au/content/expert_talk/10/877" target="_blank"><span style="font-family:arial;color:#3333ff;">http://www.ceoonline.com.au/content/expert_talk/10/877</span></a><span style="color:#330033;"><br /></span><span style="font-family:arial;"><br /><br /><span style="color:#330033;">#3 Public Speaking – The Art of Speechmaking. Impact Factory.<br /></span></span><a href="http://www.impactfactory.com/gate/public_speaking_training_course/freegate_1552-1104-88327.html" target="_blank"><span style="font-family:arial;color:#3333ff;">http://www.impactfactory.com/gate/public_speaking_training_course/freegate_1552-1104-88327.html</span></a><span style="color:#3333ff;"><br /></span><span style="font-family:arial;"><br /><br /><span style="color:#330033;">#4 Presentation Skills – Over 20 Quality Articles.</span></span><span style="color:#330033;"><br /></span><a href="http://presentations.com/" target="_blank"><span style="font-family:arial;color:#3333ff;">Presentations.com</span></a><span style="color:#3333ff;"><br /></span><a href="http://www.presentations.com/presentations/delivery/speaking_archive.jsp"><span style="font-family:arial;color:#3333ff;">http://www.presentations.com/presentations/delivery/speaking_archive.jsp</span></a><span style="color:#3333ff;"><br /></span><span style="font-family:arial;"><br /><br /><span style="color:#330033;">#5. Do’s and Don’ts for PowerPoint Presentations<br /></span></span><a href="http://sbinfocanada.about.com/cs/management/qt/powerptpres.htm" target="_blank"><span style="font-family:arial;color:#3333ff;">http://sbinfocanada.about.com/cs/management/qt/powerptpres.htm</span></a><span style="color:#3333ff;"><br /></span><span style="font-family:arial;"><br /><br /><strong><span style="color:#330033;">Still can't find what you need?</span></strong></span><span style="color:#330033;"><br /><span style="font-family:arial;"></span><br /></span><span style="font-family:arial;color:#330033;">#6 Links to 10 other Websites. Presenting Tips for Public Speaking.<br /></span><a href="http://www.aresearchguide.com/3tips.html" target="_blank"><span style="font-family:arial;color:#3333ff;">http://www.aresearchguide.com/3tips.html</span></a><span style="color:#330033;"><br /></span><span style="color:#330033;"><span style="font-family:arial;"><span style="font-size:85%;">(Note:- scroll down to the bottom of the page)</span><br /><br /><br />#7 Presentation Helper Forum – Post Your Questions.</span><br /></span><a href="http://www.presentationhelper.co.uk/Forum/" target="_blank"><span style="font-family:arial;color:#3333ff;">http://www.presentationhelper.co.uk/Forum/</span></a><span style="color:#330033;"><span style="color:#3333ff;"> </span><br /><br /><br /></span><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1154508066635538312006-08-02T09:38:00.000+01:002008-09-23T13:30:37.289+01:00ITIL Implementation Strategy: Free ResourcesThe <strong>ITIL Implementation Strategies Teleseminar</strong> took place yesterday and I was extremely pleased with how everything went!<br /><br />Randy Steinberg, my guest for the call, packed tons of great content into the call - covering your top 12 most burning questions.<br /><br />I would like to acknowledge Randy for his sterling contribution to this event and also thank everyone who sent in their most burning question.<br /><br />We had so many questions, I had to group them into categories (12 in total) to ensure that we got through the content in the allotted 2 hours.<br /><br /><strong>The 12 questions Randy covered in detail were:-</strong><br /><br />Q1. How can you best 'sell' ITIL to the board / Senior Management and persuade them that ITIL is the right thing to do in the first place?<br /><br />Q2. How do you obtain buy-in for ITIL and overcome objections from anti-process colleagues?<br /><br />Q3. How do you define and measure the ROI of ITIL in order to prove its value?<br /><br />Q4. How do you maintain momentum and buy-in as the ITIL Implementation programme proceeds?<br /><br />Q5. What 'soft skills' are required to implement ITIL?<br /><br />Q6. How do you go about implementing ITIL at the very beginning - from scratch? What are the very fist steps I should take?<br /><br />Q7. After alert monitoring, alert management and the helpdesk - where should I commence my ITIL implementation programme?<br /><br />Q8. What are the main reasons why ITIL implementations fail? How can you overcome these reasons?<br /><br />Q9. Can ITIL be used with other methodologies - such as CoBIT and Six Sigma? If so, how?<br /><br />Q10. How do you implement ITIL in small (or not-for-profit) Organizations?<br /><br />Q11. Where do you start to begin implementing the CMDB?<br /><br />Q12. Where do you start to begin implementing a Service Catalog?<br /><br /><br />Randy answered all these questions in detail - and then some!<br /><br /><br /><strong>I have made all the following materials freely available to you:-<br /></strong><br />- Audio Download of the Teleseminar (listen to it on your iPOD!)<br /><br />- Teleseminar Executive Summary Notes (key bullets of each answer)<br /><br />- Full transcript of the Teleseminar (professionally edited PDF)<br /><br />- Online Resource Guide (over 20 accompanying links to PDF's)<br /><br /><br /><strong>Randy also gave away two quality bonus items:-</strong><br /><br />- The Complete PDF of Chapter Three of his book, "Implementing ITIL", which provides a strategic view of all the key stages of ITIL implementation programmes.<br /><br />- An ITIL'ized version of the DICE Model (Excel spreadsheet and PDf guide) which helps you to understand the overall chances of success that your ITIL Implementation projects currently face - and how you can improve your chances of success.<br /><br /><br />To access all of the above material and keep up to date with the release of the mystery bonus resources - you only have to visit:-<br /><br /><a href="http://www.asktheserviceexpert.com/"><strong><span style="color:#3333ff;">Ask The Service Expert</span></strong></a><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1154351017870668982006-07-31T14:01:00.000+01:002008-09-23T13:30:37.289+01:00An Introduction To ISO/IEC 20000 - Your Free GuideNow, for the first time global Organizations wishing to seek assurances that IT Service Providers and Outsourcers are really “up to the job” have a major weapon in their armoury, namely ISO/IEC 20000. The new internationally fast-tracked IT Service Management Standard.<br /><br />More and more Organizations wishing to ensure that prospective IT Service Providers are capable and have a track record of delivering quality service are ensuring that ISO/IEC 20000 certification has already been achieved and is capable of being achieved for the boundary of service delivery covering their own organization.<br /><br /><strong>But why ISO/IEC 20000?</strong><br /><br />It’s important to remember that ITIL is NOT a standard. ITIL has no auditing criteria. Contrary to popular belief ITIL tools cannot be officially regarded as ITIL Compliant. ITIL is a framework of best practice that aims to ensure cost effective, appropriate and quality IT services are delivered. But there’s nothing in ITIL to Audit against. It just wasn’t meant to be that way.<br /><br />Based totally on BS15000, ISO/IEC 20000 certification and achieving the standard is increasing in popularity, especially in the UK and Europe.<br /><br />Elsewhere adoption is relatively sparse – but this is subject to change considerably since the ISO released it as ISO/IEC 20000 in December 2005. Now, for the very first time the IT Service Management community has an international standard for auditing and certifying IT Service.<br />But Organizations must beware of Vendor and Outsourcers claims. The Standard has strict eligibility criteria for IT Service Providers. For example, the IT Service Provider MUST maintain effective management control of all aspects of IT Service and there must be a solid commitment to ongoing Continual Service Improvement.<br /><br />As a standard, ISO 20000 shows IT how to manage and improve IT while establishing audit criteria. In fact, there are 217 requirements that IT Service Providers must achieve when audited by a Registered Certification Body (RCB). In addition, three months worth of actual recorded information must support the IT Service Providers quest for certification.<br />ISO/IEC 20000 is currently in two specific parts: -<br /><br /><span style="color:#ff0000;"><strong>Part One is ISO/IEC 20000-1:2005 => The Specification.<br /><br />Part Two is ISO/IEC 20000-2:2005 => The Code of Practice.<br /></strong></span><br /><br />Part one is ISO/IEC 20000-1:2005 IT Service Management Specification for Service Management. This provides requirements for IT service management and is relevant to those responsible for initiating, implementing or maintaining IT service management in their organization. Organizations can have their IT service management systems independently certified as conforming to the requirements of ISO/IEC 20000-1:2005. Part 1 also defines the processes and provides assessment criteria and recommendations for those responsible for IT Service Management.<br /><br />Part 2 is ISO/IEC 20000-2:2005 Information technology service management. Code of Practice for Service Management. This gives guidance to internal auditors and assistance to service providers planning service improvements or preparing for audits against ISO/IEC 20000-1:2005. ISO 20000-2 documents a “code of practice” that explains how manage IT with regard to ISO 20000-1 audits.<br /><br />Both ISO 20000-1 and ISO 20000-2 are related to the ITIL best practice framework. However you DO NOT have to have ITIL implemented to be able to move forward with ISO/IEC 20000 certification. It sure does help though!<br /><br /><br />ISO/IEC 20000 actually groups many of the core ITIL processes into five core process sets:-<br /><br />1. Service Delivery Processes – Which includes Service Level Management, Availability Management, Capacity Management, Continuity Management, and Budgeting and Accounting (But NOT Costing) for IT Service Financial Management. These are accompanied with Information Security Management and Service reporting.<br /><br />2. Relationship Processes – There are two key ones to consider, namely, Business Relationship Management and Supplier Management.<br /><br />3. Resolution Processes - Incident Management and Problem Management.<br /><br />4. Control Processes -- Change Management and Configuration Management.<br /><br />5. Release Process -- Release Management.<br /><br /><br /><strong>So, what does ISO/IEC 20000 actually mean?</strong><br /><br />It means that there is at last a more assured way of Organizations who spend millions of dollars with Service Providers every year, now have an Audit Standard to help them and ultimately their business.<br /><br />It also means good news for ITIL which is currently undergoing a re-fresh to Version Three. The development of ITIL Version three is paying close attention to ISO/IEC 20000.<br /><br />With ITIL and ISO/IEC 20000 combined, although different and exist to deliver quite separate deliverables, will enable IT Service Providers to march ahead with confidence in their ITT bids and their day to day IT Service Operations.<br /><br />The development of ITIL into Version Three can only fuel the demand for ISO/IEC 20000 further.<br /><br />To learn much more about ISO/IEC20000 why not download my free resources.<br /><br />You can gain access to a free 65 minute audio briefing and PDF download.<br /><br />Free Registration <strong><a href="http://www.asktheiso20000expert.com"><span style="color:#cc0000;">HERE</span></a></strong>.<div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1109668279751804922006-07-31T11:01:00.000+01:002008-09-23T13:30:37.289+01:00The Lost World Of Problem ManagementKaren Ferris' excellent article is here and it helps to uncover the lost world of problem management.<br /><br />Karen points out, quite rightly, that many organizations <em><span style="color:#ff0000;">think</span></em> they are doing Problem Management when in fact they are managing major incidents.<br /><br /><span style="color:#000000;">So, if you think you know about Problem Management, have you got the answers to these questions ?<br /></span><br /><span style="color:#cc0000;">- What's the main difference between Incident and Problem Management ?<br /><br />- What skills and people are required to run a great Problem Management function ?<br /><br />- How can Problem Management ROI be demonstrated ?<br /></span><span style="color:#3366ff;"></span><br /><br /><span style="color:#000000;">Read the full article to find out for yourself (just you make sure you got the right answer ;> )<br /></span><span style="color:#3333ff;"></span><br /><a href="http://www.proactiveservices.com.au/downloads_view.asp?downID=7"><strong><span style="color:#3333ff;">Download the Full PDF Here<br /></span></strong></a><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1107423202390189932006-07-31T08:50:00.000+01:002008-09-23T13:30:37.289+01:00Dr ITIL's Diagnosis and prescription<span style="color:#000000;"><em>Diagnosis Of C</em><em>ommon issues Affecting Many Organizations Today.<br /></span></em><em><br /><span style="color:#000000;">"Firefighting", "too busy" and seeing repeat problems time and time again are all symptoms of a stressed or innefficent IT Service Management environment. Specifically, these include:-<br /></span><span style="color:#33ff33;"><br /></em></span><span style="color:#ff0000;">*Stress</span> - too many incoming problems generated by the production environment for the number of people available to handle the problems<br /><br /><span style="color:#ff0000;">*Innefficiency</span> - correct amount of people available but those people are not trained/practicing best practice<br /><br /><span style="color:#ff0000;">*Lack of knowledge, appreciation and understanding</span> - The people and teams who support the production environment are not structured correctly around the ITIL process descriptions, which are there to underpin the IT strategy (which should have a clear line of sight to the overall business strategy). The people lack experience in identifying multiple and/or repeat problems. The incident management process is not closing down and categorising incidents and known errors correctly - so you need to look further up the "food chain" to the Service Desk and level one support team operations.<br /><br /><br /><strong>Prescription.</strong><br /><span style="color:#33ff33;"></span><br /><span style="color:#33ff33;"><strong><span style="color:#000000;">1. Take the temperature down.</span></strong> </span><br /><span style="color:#33ff33;"></span><br />The goal here is to attack the worst offending problems first, eradicate some of them quickly and "buy yourself" some valuable thinking/planning time.<br /><br />If you don't do this you will move from one fire to the next.<br /><br />Some thoughts...<br /><br />- Identify where the sources of pain are regularly coming from. Track the "Top 10" problems by impact on the business/operation and also by frequency of occurence. Produce these reports and trend them by week, month, quarter and eventually year.<br /><br />- To do this effectively you will need to correctly label your problems by categorising them properly (severity / priority / impact / cost of occurence / cost to close down etc).<br /><br />- Focus more support team activity on understanding exactly why these occur in the first place using true root cause analysis techniques. More people onto temporary assignments. Use overtime. Backfill 'regular' roles with temps. Create new "task forces" designed to attack these problems.<br /><span style="color:#33ff33;"></span><br /><br /><span style="color:#33ff33;"><strong><span style="color:#000000;">2. Make elimination a part of everyday life.</span></strong> </span><br /><span style="color:#33ff33;"></span><br />The goal here is to build into the day to day operation all those activities that need to take place to effectively DO Problem Management.<br /><br />- Examine the Service Desk, Incident Management and Problem Management functions. Look at the flow of different types of incidents through these functions and (i) ensure that simple incidents are in fact resolved early on (say by the Service Desk), (ii) check that the incident management function is correctly categorising your problems. Without this the volume of problems being pushed through to Problem Management will always stay overbearing.<br /><br />- Establish (if you have not already done so) a separate and independent Problem Management team. It should be independent from the Service Desk and all support teams. Give this function some 'real teeth' and management support. Empower the people who work in this team to "do whatever it takes" or "no door is closed" when assertively trying to eliminate problems from production. Enable the team to talk to and freely communicate with suppliers, internal support teams and managers to drive forward the Problem Management agendga. From this description you can see that strong communicators and relatively assertive people are best for this role.<br /><br />- Track progress every day. "What gets measured - gets attended too". Publish daily, weekly, monthly and quarterly reports - not just on how many different types of problems you experienced - but what the teams did to prevent future recurrences.<br /><span style="color:#3333ff;"><strong></strong></span><br /><br /></span><span style="font-size:85%;"><strong>3. Establish the continuous improvement mindset across the IT organisation.</strong><br /></span><br />- To deliver world class service, you need world class delivery processes/tools and most importantly people. It's people who make the ultimate difference.<br /><br />- Hardwire the results and achievements of Problem Management (I.E. reduction of repeat and high impacting problems) into everybody's in-box, across IT, in the correct way.<br /><br />- Help people understand how they "fit in" to what Problem Management are striving to achieve. E.g Project managers can deliver new releases with minimal (but known) errors and assist by improving future deliveries through improved testing and/or original build quality.<br /><br />- Let all the project managers KNOW how their release did, say, for the first six weeks after the release. There are many more examples across the IT organisation.<br /><br /><br /><span style="font-size:130%;"><span style="font-size:100%;"><span style="color:#000000;"><strong>* KEY *</strong><br /><br />- Recognise and reward progress. It's people that make service happen - not tools or technology. So make sure that management recognise and reward people for a 'great job' done. Afterall every problem permanently resolved means a cost saving to the business/organisation in some way. It also means that attention can shift to the next problem on the list. Recognition also reinforces the reality that Problem Management is vital and sends out the right message to other teams within the IT organisation.</span></span><br /></span><span style="color:#3333ff;"></span><br /><span style="color:#3333ff;"><strong></strong></span><br /><strong>THINGS TO AVOID</strong><br /><strong><span style="color:#ff0000;"></span></strong><br /><span style="color:#ff0000;">- "Hero" mentality</span>. Too many people actually get a buzz out of firefighting and actually enjoy the adrenaline rush it creates! Watch closely the next time some major incident occurs. There are probably groups of people huddled over PC screens busily discussing the problem - often far more than should be involved. It's infectious and eats up a tremendous amount of the organisations time. Time is money. The "Hero" mentality also physically drains people (adrenalin effect) and they will often be troughing their performance level for hours if not days after a major incident.<br /><span style="color:#ff0000;"></span><br /><span style="color:#ff0000;">- Upsetting the Technical folks</span>. Technical specialists do not enjoy Service Management people wandering around and 'poking their noses in' where it's not really welcome. Problem Management have a tough job to perform - so it's vital that they strike up and maintain solid real-life working relationships with the other teams. Firm - but fair. The Techie folks should be subtly reminded each week/month (via reports) that if it was not for Problem Management then they would actually spend more time on repeat (boring!) incidents. So Problem Management must be seen as a benefit to the organisation/business as well as to the internal Service/support/techie teams. Having said all this sometimes you have to break down doors when the heat is on and this means being demanding and/or going over people's heads to get the job done. Be careful when Problem Management need to use these cards.<br /><span style="color:#ff0000;"></span><br /><span style="color:#ff0000;">- Upsetting Suppliers</span>. In the long run, most Supplier managers are agreed. You don't get anywhere 'bashing' suppliers with the perverbial stick. The best approach is (a) have sound contracts in place to fall back on [note - if you have to refer to the contract every incident - that's a sure sign that the relationship is in trouble!], (b) nurture true business relationships based on mutual respect and an understanding that you are trying to deliver the best you can for the same organisation/business and (c) People who have been previously bashed are far less likely to step-up and risk getting bashed again. I.E. You never know when you need a particular skills set or person in the future.<br /><span style="color:#ff0000;"></span><br /><span style="color:#ff0000;">- Solving the whole organisations problems</span>. The function is not the agony aunt of the business or the technology department. Ensure that Problem Management have a clear mandate and scope so that it is not used as a scapegoat for legacy issues/political agenda's that are found in most organisations. Keep the Problem Management team focussing on reducing business impact of repeat problems.<br /><span style="color:#ffcc00;"></span><br /><span style="color:#000000;">Bottom Line:- <strong>Problem Management is vital. It saves money. It prevents time wastage. It's difficult to set-up and establish. It needs the right kind of people working within it. Right skills, right knowledge, right level of authority. </strong><br /><strong></strong><br /></span><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1154103562806593582006-07-28T17:07:00.000+01:002008-09-23T13:30:37.290+01:00What are the Critical Success Factors for ITIL ?Much of what has already been written about ITIL is based on the premise that it's some kind of 'magic wand' or 'silver bullets' that will quickly improve and bolster an organizations service delivery capability.<br /><br />Unfortunately, this ITIL consultant knows different.<br /><br />Let's begin with a tour of the critical success factors for ITIL and I will highlight key considerations as we go.<br /><br />The purpose is to quickly establish that implementing, running and improving an ITIL based service delivery organization is just as hard work, if not more, than one that has never been near ITIL.<br /><br />The benefits, as we shall see, however make this all worth while.<br /><br />Critical Success Factors for ITIL:-<br /><br />- Proven best practices used by many top private and public companies that delivered results.<br /><br />- It gives a good structure for the organisation as far as development of processes and procedures.<br /><br />- Increased knowledge on the processes and systems across departments and offices.<br />Consistency in the use of processes and procedures.<br /><br />- Better tracking, increased customer service, management control quality product and services<br /><br />- Increased moral and better adaptation to change.<br /><br />- Alignment to business need.<br /><br />- Management and staff belief in ITIL vision.<br /><br />- Required budget available.<br /><br />- Plan that provides regular stream of wins during implementation.<br /><br />- Building on existing practices rather than starting anew.<br /><br />- Common terminology and definition of processes and functions is the primary success factor.<br /><br />- Repeatability.<br /><br />- No need to re-invent the process flow.<br /><br />- Good base information.<br /><br />- Clearly defining the processes.<br /><br />- Monitoring the performance of processes.<br /><br />- Reviewing and improving.<br /><br />- Standardisation.<br /><br />- Comprehensiveness.<br /><br />- Relatively easy to understand.<br /><br />- Adaption of common processes.<br /><br />- Ability of an organisation to compromise and accept standards.<br /><br />- Support from upper management.<br /><br />- Establishing culture of service management.<br /><br />- Ability to build and maintain configuration database.<br /><br />- Understanding what your services are.<br /><br />- Building a reasonable cost model.<br /><br />- Understanding how the framework can be applied to your business.<br /><br />- Reduce data duplication and redundancy.<br /><br />- Improve process understanding.<br /><br />- A foundation against which to measure.<br /><br />- Buy in and tailoring Support from senior management/CIO.<br /><br />- Training for all/most IT staff.<br /><br />- Evangelise.<br /><br />- Demonstrate to business the benefits of user pays.<br /><br />- Do it better/ Do it cheaper than competitors.<br /><br />- Management support from the top.<br /><br />- Effective leadership and desire for improvement is fundamental.<br /><br />- There must be a real, communicatable vision with the realistic timeframes set.<br /><br />- A organisational change management program is essential.<br /><br />- The business also has to be willing to embrace change and possess a holistic view of the benefits to be gained over the long term, not just immediate.<br /><br />- The framework is there, it is best practice, you can talk to others about their experiences as it is.<br /><br />- Cost savings.<br /><br />- Service Continuity.<br /><br />- Increased assurance is provided to the business that processes are in place to give an efficient and business focussed IT Service.<br /><br />- ITIL describes very well the relationship between processes and brings an organisational focus to the work of individuals.<div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1149859373693807432006-06-14T14:09:00.000+01:002008-09-23T13:30:37.290+01:00Welcome To A Wealth Of FREE ITIL Information!<a href="http://photos1.blogger.com/blogger/5973/539/1600/itilmodel.0.jpg"><img style="DISPLAY: block; MARGIN: 0px auto 10px; CURSOR: hand; TEXT-ALIGN: center" alt="" src="http://photos1.blogger.com/blogger/5973/539/320/itilmodel.jpg" border="0" /></a><br /><em></em><br /><em></em><br /><em>A special welcome message...</em><br /><br /><span style="font-size:130%;"><span style="font-size:100%;">Hi,</span> </span>my name's Robin Yearsley and I've been involved in IT and IT Service Management for over 15 years now, specializing in ITIL for the last ten years.<br /><br />How times have changed!<br /><br />I originally started Dr. ITiL in February 2005 with the sole intention of hunting down quality ITIL information and posting it for the benefit of 'newbies' and experts alike.<br /><br />It's difficult to believe looking back now, but there used to be a distinct lack of valuable free content - in fact - Dr. ITiL was the first and only Blog running that was dedicated to ITIL!<br /><br />As you know, all that's changed now and there are a wide variety of excellent Blogs, sites, articles and RSS news channels appearing almost every week.<br /><br />I have also changed my approach to Blogging about ITIL and developed a more focussed new Blog which covers more advanced ITIL and ISO / IEC 20000 articles.<br /><br />So in January 2006, I decided to 'cease' any new posts.<br /><br />So, is this <em>the end </em>for the Dr. ?<br /><br /><span style="color:#3333ff;">Interestingly, Dr. ITiL still receives over <strong>10,000</strong> page views each month from all corners of the globe and is very well ranked within Google.</span><br /><br />I guess it must still be proving useful to many ITIL people wishing to learn more about specific topics - so I've decided to give 'him' a gentle spring clean and leave all the articles in tact.<br /><br />Please accept my apologies for any broken links - obviously things change on a daily basis across the Web - but I'll do my best to keep things useful!<br /><br />However, using a clever mixture of searching through the Google Bar and clicking on Links in the Categories Side Bar, you can find wonderful examples of ITIL process guides, ITIL templates, ITIL PDF's and sample reports on just about every ITIL topic you can imagine.<br /><br />Everything's FREE! I've always maintained that policy for this Blog.<br /><br />I hope you find what you need... if you don't chances are you can find it below...<br /><br /><br /><strong><span style="color:#000000;">ITIL RESOURCES</span></strong><br /><br /><span style="color:#ff0000;"><strong>NEW!</strong></span> If you're interested in learning more about <strong>ITIL, CoBIT, ISO/IEC 20000</strong> and want free access to materials on ITIL Version Three Refresh - please visit my new Blog <a href="http://www.itserviceblog.com"><strong><span style="color:#3333ff;">here</span></strong></a>.<br /><br /><span style="color:#ff0000;"><strong>New!</strong></span> If you would like to learn more about <strong>ITIL Implementation Strategies</strong>, including step-by-step proven techniques that work in real-life, then visit <a href="http://www.asktheserviceexpert.com"><strong><span style="color:#3333ff;">here</span></strong></a>.<br /><br /><span style="color:#33cc00;"><strong>Just Updated!</strong></span> If you need access to <strong>free ITIL Foundation Exam Questions</strong>, Exam Tips and Strategies - plus several free guides, presentation packs and white papers, visit <a href="http://www.foundationsuccess.com"><strong><span style="color:#33cc00;">here</span></strong></a>.<br /><br /><br /><br /><em>Wishing You Great Service!</em><br /><br /><br /><strong><span style="color:#3333ff;">Robin Yearsley.</span></strong><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1151840355916162842006-06-02T12:34:00.000+01:002008-09-23T13:30:37.290+01:00Top Tips For Passing The ITIL Managers (Masters) ExamsAchieving the <strong>ITIL</strong> Service Managers Certificate is a big challenge that should not be under estimated.<br /><br />Let me tell you why...<br /><br /><span style="color:#3366ff;">1. It's usually delivered in two parts by training providers; week one for service support, then a few gaps weeks (varies by training provider) and then week two for service delivery. By week, I mean five solid days education and sample questions.<br /><br />2. There is also a lot of content delivered during the two weeks and to commit to memory.<br /><br />3. The actual exams consist of two written papers, each three hours long. Therefore exam technique and actually being able to write coherently for six hours is essential!<br /></span><br /><br />Therefore my tips for success if you are taking the certification soon are these:-<br /><br />* Review and <strong>re-learn the ITIL essentials BEFORE you even start the course</strong>. Go there fully revised and prepared! This head start is critical!!<br /><br />* Use the actual two course weeks to <strong>learn about the "interfaces"</strong> between the different processes and to soak up the more advanced material – not the basics. You should know these ‘going in’.<br /><br />* Practice learning and writing from memory <strong>the core essentials of all processes</strong>:- definition, benefits, challenges, core process steps, metrics, reporting, people roles, interfaces with other processes.<br /><br />* Also try to <strong>get hold of some sample questions</strong> from your training provider in advance of the course (or from EXIN). Get a feel for the types of questions asked.<br /><br />* In advance of your exams - <strong>practice writing each day</strong>. It sounds a bit daft - but when was the last time you actually wrote anything for more than a few minutes!? I know I type nearly everything these days! Get your writing hand used to working, and use muscle relaxation techniques to warm-up and warm-down. I promise you - this will make the difference when you actually do the exams.<br /><br />* Think through how best to use <strong>the time in between the two weeks</strong> of education. Should you revise what you've learnt - or - focus more on what's coming up?<br /><br />* When you're actually doing the course - set yourself some <strong>basic disciplines</strong> like getting up in time for breakfast and doing some light revision of the previous days activities. Set aside some reading time before you go to sleep to maximize the time that information is flowing around your brain overnight.<br /><br />* Some of your marks are based on an <strong>in course assessment</strong> these days. It's wise to maximize the points you get on this to give you the very best chance of success.<br /><br />* <strong>Exam technique</strong> is also worth remembering. Know the difference between exam questions like: "Contrast", "Explain", "Compare", "Highlight" and so on. Each has slightly different and subtle meaning.<br /><br />To close, what do the people who mark our papers think?<br /><br />Did you know - examiners most commented statements when marking papers are:-<br /><br /><strong>- The Hand writing is impossible to read<br />- The student did not answer the question asked (but answered what they 'thought' was asked)<br />- The student re-gurgitated a lot of information - but it was not asked for!</strong><br /><br /><br />I hope these tips provide some advance ‘food for thought’ and if you are sitting your papers soon – I wish you the very best of success!<br /><br />Great Service!!<br /><br />Robin.<br /><br /><br />PS - Looking for <strong>ITIL</strong> Guides and Revision Materials? Visit the <a href="http://www.ITServiceBlog.com"><strong><span style="color:#3366ff;">IT Service Blog</span></strong> </a>Now!<div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1132843056195622032005-11-24T14:32:00.000+00:002008-09-23T13:30:37.290+01:00Free Access to Hundreds of Articles!If you're relatively new to Dr. ITiL, you may now know that we have hundreds of quality articles, posts and hot links hiding within the depths of our archives.<br /><br />We've covered just about every ITIL topic over the last eight months, writing nearly every day, and always trying to bring you something fresh and different - <strong>at zero cost</strong>.<br /><br />Try the <strong>Google Search</strong> Boxes that are scattered around the site.<br /><br />You can find articles on:-<br /><br /><span style="color:#3333ff;">- ITIL adoption</span><br /><span style="color:#3333ff;">- ITIL Implementation Tips</span><br /><span style="color:#3333ff;">- ITIL process maps</span><br /><span style="color:#3333ff;">- ITIL tools</span><br /><span style="color:#3333ff;">- Problem Management</span><br /><span style="color:#3333ff;">- Change Managment</span><br /><span style="color:#3333ff;">- Incident Management</span><br /><span style="color:#3333ff;">- Service Desk</span><br /><span style="color:#3333ff;">- Configuration Management</span><br /><span style="color:#3333ff;">- CMDB</span><br /><span style="color:#3333ff;">- ITIL Foundation Exams</span><br /><span style="color:#3333ff;">- Free Exam Questions</span><br /><span style="color:#3333ff;">- e-TOM</span><br /><span style="color:#3333ff;">- Cobit</span><br /><span style="color:#3333ff;">- Six Sigma and ITIL</span><br /><br /><br /><strong><span style="color:#ff0000;">New!</span></strong> Visit the latest Blog from the creator of Dr. ITiL – covering ITIL Version 3 Refresh, Service Catalogs, CMDB, Foundation Exam Tips and ISO20000 Knowledge. There’s a variety of free PDF and Powerpoint downloads available to help you plan and implement ITIL.<br /><br />Visit the <a href="http://www.itserviceblog.com/"><strong><span style="color:#3333ff;">IT Service Blog</span></strong></a><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1132838977719562252005-11-24T13:29:00.000+00:002008-09-23T13:30:37.290+01:00Completing the Seven Critical Areas of an SSRWe have introduced the<span style="color:#3333ff;"> <strong><a href="http://dritil.blogspot.com/2005/11/creating-statement-of-service.html">SSR model</a></strong></span>, talked about it's benefits and looked at the <a href="http://dritil.blogspot.com/2005/11/seven-critical-areas-of-ssr-statement.html"><strong><span style="color:#3333ff;">first three areas</span></strong> </a>- so today we are going to complete our review of the content of an SSR by looking at areas 4 through 7.<br /><br /><strong><span style="color:#3333ff;">4. Service Specification<br /></span></strong><br /><strong><span style="color:#993300;">- Service Specific Requirements</span></strong>. List the services to be provided by the provider to meet the previously specified business requirements. For example:- The provider must provide a Service Desk Service that will receive, record, track, escalate, monitor, record, coordinate inform and resolve end-user system incidents and work requests.<br /><br /><strong><span style="color:#993300;">- Service Levels</span></strong>. The provider must meet the performance targets for the services listed. For Example:- In the Service Desk function - the provider must provide a service from 0800 Monday through 1800 Friday. Additionally, the provider must resolve x% of all incoming calls/e-mails within y minutes.<br /><br /><strong><span style="color:#993300;">- Performance Measurement</span></strong>. Performance will be measured against the service level targets specified above. For example here are three performance attributes:-<br /><br /><ol><li><strong><span style="color:#cc9933;">Timeliness</span></strong> - degree of success in meeting deadlines or milestones</li><li><strong><span style="color:#cc9933;">Responsiveness</span></strong> - ability to react to a single event within a given time</li><li><strong><span style="color:#cc9933;">Capacity</span></strong> - ability to handle the required workload or volumes successfully</li></ol><p>Additional key points:-</p><p>~ The provider must monitor and measure service levels for all services it provides</p><p>~ The provider will take positive action to prevent and correct out of line service situations</p><p>~ The provider will provide weekly and monthly reports to prove the efficiency and effectiveness of Service Delivery to performance standards</p><p></p><p><strong><span style="color:#993300;">- Security and Audit.</span></strong></p><p>~ The provider must adhere to (or introduce) appropriate security, confidentiality and access controls to protect the integrity and continuity of service</p><p>~ The provider must comply to all necessary laws, including data protection acts</p><p>~ The provider must give access and disclosure to internal auditors to provide independent assurance that delivery meets required performance standards</p><p><strong><span style="color:#993300;">- Sustainability</span></strong>. In the event of a service failure, the provider must restore service in accordance with agreed procedures and authorizations. The provider must supply a level of resilience, contingency and robustness to safe guard against known and reasonable causes of disruption to service. The provider will provide, in the event of a disaster, a known and well executable plan to restore service within agreed timeframes. </p><p></p><p><strong><span style="color:#993300;">- Transition, Start-up and Acceptance</span></strong>. Services will have to be transferred to the new provider in a controlled and planned fashion. The plan should contain all the principle activities that will achieve a successful transfer without any disruption or degradation of service performance. The provider can be invited to share best practices in transitioning in new service, since they will ultimately have a lot more quality experience in this activity. </p><p><br /><strong><span style="color:#3333ff;">5. Service Management</span></strong> </p><p>This section contains three principle functions:-</p><p><strong><span style="color:#993300;">- Roles and Responsibilities</span></strong>. A contract manager should be appointed to act as the single point of contact and coordinate all key activities. A Service Manager underpinned by an appropriate management and team structure should be installed. A list of responsibilities between the provider and the receiving organization should be drawn up to provide clarity. Providers should recruit, train and maintain appropriate skills and capabilities throughout the life of the contract. Controls, checkpoint meetings and management sign-off is necessary to monitor and track successful progress throughout transition. </p><p><strong><span style="color:#993300;">- Management Review Process</span></strong>. An internal Contract/Vendor Manager will meet regularly with the provider to review and help improve the overall quality and performance of service. Typically a monthly service review meeting will achieve this. The emphasis should be on rapid resolution of service issues, prevention of incidents, cost control/reduction and the progress of various service improvement initiatives. A formal record of these meetings; including actions taken and progress made should be kept. Additionally Audit and Major Review Meetings should be proactively scheduled across the calendar year to review and approve compliance with the SSR. Reasonable access and disclosure agreements should also be known and agreed to in advance of any sign off. </p><p><strong><span style="color:#993300;">- Change Control</span></strong>. Changes to the Service comes from two possible sources: change that is within the bounds of the SSR agreement, and significant change that requires the provider to perform significant additional work - not covered under the terms of the existing contract. In both cases the provider must provide a suitable method for impact assessment to identify issues and risks and work to enact the change with no (or limited yet known) impact to ongoing Service. </p><p><strong><span style="color:#3333ff;"></span></strong></p><p><strong><span style="color:#3333ff;">6. Constraints.</span></strong></p><p>This area will specify the constraints that providers will have to take into account when creating their proposals for an SSR. </p><p><strong><span style="color:#993300;">- Service Contraints</span></strong>. These items will limit the ability of either the receiver or provider to undertake their service delivery duties. Examples include:- named staff and staff displacement, staff turnover and attrition rates, internal policies and procedures, differences in legal requirements between countries where the service is delivered, recruitment of a providers staff member and staff security clearance levels. These should all be investigated. </p><p><strong><span style="color:#993300;">- Standards</span></strong>. Providers must adhere to certain standards depending on the accreditation levels and requirements of the organization. Examples include: BS17799 and BS15000 (soon to be ISO 20000). The provider must indicate the extent to which their systmes, methods and procedures have met these requried standards and of course evidence in the form of a certificate should always be requested and inspected visually. </p><p>- Contractual Matters. Details of contractual matters are beyond the scope of this article, however the British Computer Society offer these<span style="color:#3333ff;"><strong> </strong><a href="http://www.bcs.org/BCS/News/OpinionColumns/ComputerContracts.htm"><span style="color:#3333ff;"><strong>Top Ten Tips for Contracts</strong></span></a></span> and companies such as <a href="http://www.proposalkit.com/htm/propkit.htm"><strong><span style="color:#3333ff;">Proposal Kit</span></strong> </a>offer low cost information to help you scope out and list your requirements in this area.<br /><br /><br /><strong><span style="color:#3333ff;">7. Instructions to Outsourcers / Vendors / Providers</span></strong></p><p><span style="color:#000000;">It is important, especially whne you are going to receive multiple bids from multiple providers that the approach, guidelines and instructions are clearly laid out and adhered to throughout the bid process. From a legal perspective, some providers may cry "cheat", if they feel that they have not been allowed to bid in line with other bidders. Key items here include:-</span></p><p><span style="color:#000000;"><strong><span style="color:#993300;">- Time table for procurement</span></strong>. Steps taking us from initial announcement through to: bidders conference, bid evaluation, negotiation of draft contracts, invitation of offers, invitation of best and final offers, shortlisting, final review, award of contract and commencement of implementation. </span></p><p><strong><span style="color:#993300;">- Format for Proposals</span></strong>. Failure to conform to these standards will lead to the providers bid being rejected outright such is the importance of this section. Format items include things like: electronic V's hard copy, bindings, layout, page numbering, paragrpah numbering, labels, whether a response if madatory, informational or just for back ground. </p><p><strong><span style="color:#993300;">- Terms and Conditions</span></strong>. Provider must meet all requierments and specify to what level they will meet these requirements. The receiver of the service cannot be held responsible for the method and actions of the provider. </p><p><strong><span style="color:#993300;">- Further Information</span></strong>. Additional information, to support the bid, may be necessary. A separate section should be reserved for this information to avoid clutter and complexity within the main body of the SSR. </p><p>Next time we will look at the three major pitfalls of implementing SSR's within your organization. </p><p></p><p><span style="color:#ff0000;">New! Visit the latest Blog from the creator of Dr. ITiL – covering ITIL Version 3 Refresh, Service Catalogs, CMDB, Foundation Exam Tips and ISO20000 Knowledge. There’s a variety of free PDF and Powerpoint downloads available to help you plan and implement ITIL.</span></p><p><span style="color:#ff0000;">Visit the</span> <a href="http://www.itserviceblog.com/"><span style="color:#3333ff;">IT Service Blog</span></a> </p><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1132738125311053052005-11-23T07:14:00.000+00:002008-09-23T13:30:37.291+01:00The Seven Critical Areas of an SSR (Statement of Service Requirements)There are seven critical content areas for a statement of service requirements to help ensure that it is complete, accurate and serves its purpose as a basis for negotiation with both the business lines and your potential outsourcers.<br /><br />In summary these are:-<br /><ol><li><span style="color:#3333ff;">Introduction</span></li><li><span style="color:#3333ff;">Background</span></li><li><span style="color:#3333ff;">Scope</span></li><li><span style="color:#3333ff;">Specification</span></li><li><span style="color:#3333ff;">Service Management</span></li><li><span style="color:#3333ff;">Constraints</span></li><li><span style="color:#3333ff;">Instructions to service providers</span></li></ol><p>Let's take some time now to examine in more detail the <strong>possible contents</strong> in the first three areas of an SSR. </p><p><strong><span style="color:#3333ff;">1. Introduction</span></strong></p><p>- Purpose</p><p>- Composition / Outline of Contents / Summary of main drivers</p><p>- General Information / Company / IT Service Challenge / Cost reduction / Value Improvement</p><p>- Background / Leading up to the production of this SSR</p><p>- Nomenclature / e.g. paragraphs marked "M" are madatory requirements ("D" = desirable, "I" = information)</p><p><strong><span style="color:#3333ff;">2. Purpose</span></strong></p><p>- Outline the content of any supporting appendices / material</p><p>- Outline the business objectives / why you are doing this</p><p>- Key business requirements to be supported</p><p>- Testing objectives / what has to happen before you feel confident enough to transfer / go-live</p><p><strong><span style="color:#3333ff;">3. Scope of the SSR</span></strong></p><p>- Services Included</p><p>- Services Excluded (and why)</p><p>- Service options/additions that you will consider</p><p>- Relationships with other named providers</p><p>- Current relationship with the incumbant service provider</p><p></p><p>Not all of this information is readily to hand and may require some focussed effort to research and compile it. In the above example content it would also be advisable to have a business representative as part of the SSR creation team. </p><p>In the next article, we will explore the remaining four areas of an SSR as well as look at how to implement one into your organization. </p><p>To understand the background to SSR's in more detail you can reasearch more and gain access to <strong>free information</strong> such as free whitepapers, example templates and vendors vist <strong><a href="http://www.sla101.blogspot.com">here</a></strong></p><p><u><span style="font-size:85%;color:#3333ff;"><strong>Additional Resources</strong></span></u></p><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1109669617627415392005-11-17T00:25:00.000+00:002008-09-23T13:30:37.291+01:00Education Paper - "Root Cause Analysis for Beginners"<span style="font-family:arial;"><strong>By James R. Rooney and Lee N. Vanden Heuvel.</strong><br /><br />[From the July 2004 issue of Quality Progress, published by the </span><a href="http://www.asq.org"><span style="font-family:arial;color:#3333ff;">American Society for Quality</span></a><span style="font-family:arial;">.]<br /><br />Would you like the <span style="color:#3333ff;">low down on Root Cause Analysis Techniques </span>- starting from the very beginning - but building quickly into a comprehensive guide?<br /><strong></strong><br />The excellent "Root Cause Analysis For Beginners" will take you through the definitions, four major steps, presentation of results and how to use graphical presentation to get your point across.<br /><span style="color:#33ff33;"></span><br /></span><span style="font-family:arial;"><span style="color:#3333ff;"><em>"This picks up where ITIL Problem Management left off".</em><br /><strong><span style="color:#3333ff;"></span></strong></span><br /><em><a href="http://www.asq.org/pub/qualityprogress/past/0704/qp0704rooney.pdf" target="_blank"><strong><span style="color:#3333ff;">>>Access the White Paper Here<<</span></strong></a></em></span><br /><em><span style="font-family:Arial;"></span></em><br /><span style="color:#ff0000;">New! Visit the latest Blog from the creator of Dr. ITiL – covering ITIL Version 3 Refresh, Service Catalogs, CMDB, Foundation Exam Tips and ISO20000 Knowledge. There’s a variety of free PDF and Powerpoint downloads available to help you plan and implement ITIL.</span><br /><span style="color:#ff0000;"></span><br /><span style="color:#ff0000;">Visit the</span> <a href="http://www.itserviceblog.com/"><span style="color:#3333ff;">IT Service Blog</span></a><span style="color:#3333ff;"> </span><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1131982127151063772005-11-15T15:25:00.000+00:002008-09-23T13:30:37.291+01:00Free Pre-Course Resources For the ITIL Foundation ExamOver at <a href="http://www.FoundationSuccess.com"><span style="color:#3333ff;"><strong>www.FoundationSuccess.com</strong></span></a> we've just activated a new sidebar resource section containing free ITIL materials suitable to support your Foundation training and studies:-<br /><br /><strong>- ITIL Introductory Presentations/PDFs</strong><br /><strong>- ITIL Overview Guides</strong><br /><strong>- ITIL Primer with Images</strong><br /><strong>- Sample Exam Questions and Answers</strong><br /><strong>- How to improve your Multiple Choice Success!</strong><br /><br />It's ideal for people who are just about to go on their ITIL Foundation Training or take their Exam Online.<br /><br />Visit <a href="http://www.FoundationSuccess.com"><span style="color:#3333ff;"><strong>www.FoundationSuccess.com</strong></span></a> to help you pass the ITIL Foundation Exam.<div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-10580256.post-1131699720259067402005-11-11T06:57:00.000+00:002008-09-23T13:30:37.291+01:00How To Pass the ITIL Foundation Multiple Choice ExamDid you know that multiple choice exams, especially the ITIL Foundation Exam, are actually quite tricky to pass - especially if you are an experienced Service Professional and you have studied carefully!!<br /><br />Several, long-time Service Managers, have reportedly failed because they 'read too much into the answers' or they 'tried to apply what they know from their own experience - rather than the ITIL material'. They reported that they 'listened' to their own inner voices too much and basically talked themselves out of the right answer!!<br /><br /><strong>Let me explain a bit more...<br /></strong><br />Multiple Choice Exam Questions are structured in several different ways with a root question and several possible branch answers.<br /><br />For example, look at this question...<br /><br /><span style="color:#009900;">Q1. Which of these tasks are regarded as proactive?<br /></span><br /><span style="color:#009900;">1. Collecting statistics regarding Known Errors.<br />2. Reviewing incident and problem analysis reports to identify trends.<br />3. Preventing problems in one service being replicated in another.<br />4. Identifying the root cause of incidents.<br /></span><br /><span style="color:#009900;"><strong>A. l & 4.<br />B. 1,2 &amp; 3.<br />C. 2 & 3.<br />D. l & 3.<br /></strong></span><br />You have to read each possible Answer A to D and then validate each statement carefully. Then, through elimination determine the correct answer.<br /><br /><br /><strong>What do you think the answer is?</strong><br /><br /><br />But what if you are 'stuck' between two answers. What if your inner voice tells you that both answers are correct? How can you quickly rationalise your thinking and get to the right answer?<br />Well, researchers have produced quite a lot of useful material on this topic and I have painfully distilled it into just three special articles.<br /><br /><strong>You can reach them here...</strong><br /><br /><a href="http://www.foundationsuccess.com" target="_blank"><span style="color:#3333ff;"><strong>www.foundationsuccess.com</strong></span></a><br /><br /><strong><span style="color:#ff0000;">New!</span></strong> <em>The above link now includes a FREE Exam Paper - Ready to download.<br /><br />That's 40 full exam questions, plus the answers at the back.<br /><br />Great for revising and practising!<br /></em><br /><br />Foundation Success is the new Blog that's dedicated to providing ITIL Foundation students with key tips, hints and insights into studying for and taking the multiple choice exam.<br /><br /><br /><span style="font-size:78%;">Oh, the answer was C by the way!<br /><br /></span><div class="blogger-post-footer">http://www.ITILVersion3.com</div>Unknownnoreply@blogger.com