Home > About Us

Alumni Program  |  Partner Program  |  Content Development| PMI R.E.P. 

Around Town

Training Centers Information

The principals of ITSM Academy, Lisa Schwartz and Jayne Groll, “grew up” in the world of Help Desks. As our careers progressed, we graduated to Senior Management roles within our organizations. While our titles and responsibilities differed, our mutual passion for quality IT Services kept us on parallel paths.

As the first wave of IT Service Management (ITSM) and the IT Infrastructure Libraryä (ITIL^®) reached the shores of the United States, we were both hooked. An internationally accepted collection of best practices focused on reducing IT costs and improving customer satisfaction was here.

We had to get our arms around this!

So, like many of you, our research began. Early on, we found the IT Service Management Forum (itSMF) book, “IT Service Management, an Introduction”. Inside, on the first page, Chapter One, were these words,

“ITIL gives a detailed description of a number of important IT practices, with comprehensive checklists, tasks, procedures and responsibilities which can be tailored to an IT organization.”

Well that would sure make our jobs a bit easier!

For us, almost every page of the 208 page book held pearls of wisdom. While the book was great – it is extremely hard to learn all there is to know by simply reading text.

It became obvious to us that education and networking would be our first steps. Local resources were limited – so we gathered some colleagues to help start the South Florida itSMF USA Local Interest Group (LIG).

We also began the hunt for quality ITIL training. At the time, classroom choices were very limited and mostly tied to attendance at a corporate conference. eLearning eventually became the vehicle by which we would each achieve our ITIL Foundation certifications.

As they say, one thing led to another.  To help fill the training void, we founded ITSM Academy and set our sites on developing "Americanized" training content and achieving Accreditation.  Difficulty in finding ITIL and ITSM publications was the impetus for starting ITSM Bookstore, which is now one of the largest Service Management bookstores in the world.

In 2006, we were recognized by the Project Management Institute (PMI) as a Global Registered Education Provider (R.E.P.), allowing our learners to earn Professional Development Units (PDUs).  In 2006 we also expanded our Training Portfolio to include ISO/IEC 20000 courses.  In 2007, we became the first US organization to achieve APMG Accreditation. 

In 2009, we were Licensed by the Commission for Independent Education, Florida Department of Education.  Our IT Service Management Professional (ITSMP)℠ Program offers diplomas in three (3) occupational disciplines based on IT Service Management (ITSM) best practices, frameworks and standards.  Each diploma track is a well rounded program that encompasses all of the skills needed to successfully execute a specific career-based role. The career paths are IT Service Management Professional (ITSMP)℠:
     · Change Manager (ITSMP-CM)
     · Support Manager (ITSMP-SM)
     · Service Level Manager (ITSMP-SLM)

We strive to provide all of the resources necessary to help our clients meet, and exceed, their IT Service Management goals.

By now, you’ve likely researched more than one ITSM Service Provider. What makes ITSM Academy different? Why should you choose us?

“Our business values are founded in trust, loyalty, professionalism and long term relationships. We provide personalized solutions based on those same values and built on the foundation on our own experiences – as IT Professionals.”

Sounds nice, but can we back that statement up?

We don’t need to. Our clients do it for us. They are happy to talk about the quality and personalized services they receive from ITSM Academy. Please visit our testimonials page, or contact us for additional information.

Thanks for visiting ITSM Academy – we look forward to welcoming you into our learning community.

Sincerely,

Download ITSM Academy Fact Sheet

[Back to Top]