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ITSM Academy and ITIL®
Version 3 (Learn
More)
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ITSM
Academy is Proud to be Accredited by:
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Examination Institute
for Information Science – Accreditation Board
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IT Service Management Forum |
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Loyalist Certification
Services |
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The Office of Government
Commerce - The Official ITIL
WebPages |
OGC official site, dedicated
to making access to ITIL
quick and easy |
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ITSM Professor Blog
Read or Post |
Jayne Explains
Join ITSM Academy's
Co-Founder, Jayne Groll, at her virtual water cooler.
Read or Post |
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ITSM Academy Alumni Group
Join
our Group |
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ITSM according to ISO/IEC 20000
Learn
about ISO 20000 |
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MOF – Microsoft Operations Framework
Read or Post |
 The
IT Process Institute's Visible Ops Methodology Blog
Visible
Ops authors blog on IT Audit, IT Operations, and IT security
related topics.
Read or Post |
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Complimentary Monthly "Webucations" |
Building a Tradition of Service Excellence
Thursday, September 16th
at 11am (Eastern)
National Customer Service Week is just
around the corner. Are your Service Desk
policies as customer friendly as they could
be? Join us as we explore policies for
handling difficult customer situations and
complaints, monitoring, measuring
performance, training, and the use of
emerging technologies such as social media
and chat. Learn how to ensure your policies
lead to both customer and staff
satisfaction.
To register for this free "webucation"
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click here
To download presentations |
click here
If you think your
firewall might block this Citrix tool |
click
here
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2010 |
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Sept. 16 |
Building a Tradition of Service Excellence -
Register |
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Aug. 19 |
Using
Models for Incident, Change, Problem and Request
Fulfillment
Management |
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July
15 |
Succeeding with
Service Agreements |
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June 24 |
Practical Advice
on ITIL, a Case Study
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May
20 |
Your Role as a
Leader in IT Service Management |
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April 15 |
ISO/IEC 20000 is
Not Scary |
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March 18 |
Managing Across
the ITIL Service Lifecycle |
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Feb. 18 |
ITIL
Continual Service Improvement (CSI) |
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Jan.
21 |
ITIL
Service Strategy |
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To download presentations
from previous years,
click here |
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White Papers/Tools |
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ITIL Power
- CIO Magazine
“Why the IT Infrastructure Library™
is becoming the most popular process framework for running IT in
America, and what it can do for you.” |
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Cross Reference ITIL® V3 and MOF 4.0
By Microsoft, (PDF file)
Published May, 2009 |
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Using MOF for ISO/IEC 20000
By Microsoft, (PDF file)
Published May, 2009 |
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APMG "Book of Rules" for ITIL V3 Training
By APMG, The Official ITIL Accreditor (PDF file)
Published February, 2009 |
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Service Management ROI Case Studies
By Krista Lewis and Lisa Schwartz (PDF file)
Published January 19, 2009 |
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Five Proven Strategies for Reducing Costs Using IT Service
Management
By Jayne Groll (PDF file)
Published December 11, 2008 |
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Metrics Monster - 10 steps for turning data into
meaningful information. By Michael Cardinal (PDF file)
Published May 30, 2008 |
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ITIL Version 3
Qualification Scheme - This whitepaper clarifies the new
ITIL Version 3 Qualification Scheme.
By Lisa Schwartz & Donna Knapp
(PDF file)
Originally Published in 2008,
it continues to be updated... |
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ITIL
V3 and ISO/IEC 20000 - The OGC “Alignment White Paper”
on the differences between ITIL V3 and
ISO 20K. (PDF file)
Published March 2008 |
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Collection of ITIL V3
Whitepapers |
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Who Moved My ITIL Cheese - Moving forward with ITIL
V3. By George Spafford (PDF file)
Published April 29, 2008
http://blog.itsmwatch.com |
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Return on Investment ROI Calculator - help to build a
business case for your best practice process improvement
program with this tool. |
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