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protocolo y arquitectura de red
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To see more of Robert’s opinions, visit his blog at community.ca.com More information on the CA Technologies approach to ITIL can be found at www.ca.com Your roving blogger and resident Service Management & Governance evangelist reporting from the itSMF Australian conference in Melbourne Australia following my presentation on “Cloud and Virtualization, the death of ITIL or the opportunity of your lifetime!”.

Dr. Mike Spano discusses the surprising outcomes of implementing a service management program.

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ITSM Sports Carnival. Yellow Fever should have won! Stupid Blue Balls.
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ITSM has become an IT “core competency”. A well-known, trusted and respected leader in the IT Service Management field, Ken Wendle is recognized world-wide for his role in the adoption and growth of the IT Infrastructure ibrary (ITIL®), ITSM Best Practices as well his practical advice on various aspects of IT anagement excellence and dedication to the profession.
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This short movie demonstrates the Tific Support Analyst Console integrated with BMC Remedy Incident Management to shorten call handling time, increase the success rate of 1st call resolution and improve customer satisfaction.
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Better Organizations are harder!
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Dr. Mike Spano discusses the barriers faced when establishing IT Service Management.
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Fast Track to it Success

Fast Track to IT Success

ITIL training underpins the world’s most successful framework for IT Service Management. Pulling together the best practice methods from public and private sectors ITIL is pivotal in ensuring efficient service delivery and in meeting IT Governance objectives.

Re-launched in 2007 in the form of Version 3, ITIL now includes a host of new training courses and qualifications, including various bridging courses which are now available. For those with existing ITIL certifications a bridging course will allow you to upgrade your knowledge and fast track your Version 3 qualifications. This article explains who these courses will benefit and how they work.

1. ITIL Version 3 – What Makes it Different?

The latest version of ITIL builds on its existing well established approaches but interprets them in the context of service lifecycle. It recognises the shift that has occurred over the last few years as IT and IS operations have become integral to all modern organisations, rather than existing as a bolt on function. The earlier editions of ITIL were defined by a number of key processes and for the most part, these remain important within the new structure. The new aspects of ITIL V3 reflect a change in the role of IT within modern organisations:
• Service strategy as the central driver • Emphasis on service rather than process • Dynamic service portfolio rather than linear service catalogue • Integration (not just alignment) of IT with the rest of the organisation • The cycle of ‘Continuous Service Improvement’

2. The ITIL Qualification Structure

There are four levels within the new ITIL scheme comprising:
• Foundation • Intermediate (Service Lifecycle & Service Capability) • ITIL Expert • Advanced Service Management Professional
The improved ITIL qualifications scheme introduces a new credit system. For example, to achieve the ITIL Expert qualification, candidates must achieve at least 22 credits, two of which can be gained at Foundation level. Credits are awarded for both ITIL V2 and V3 training courses.
Those people with an existing ITIL certification can undertake a bridging course which brings you up to date with the new aspects of ITIL.
More information about the new ITIL Qualification structure can be found at the www.focusprojects.co.uk/itsm website.

3. ITIL Foundation Bridge

The ITIL Foundation Bridge course is for anyone who holds an earlier version ITIL Foundation certificate and who wants to obtain Version 3 certification. It provides an intensive overview of the new and modified topics in ITIL Version 3. Firstly, the Service Management Lifestyle is introduced (Strategy, Design, Transition, Operation and Continual Improvement), followed by the contribution of ITIL processes to each of the 5 elements.

The course assumes a level of knowledge of the basic ITIL concepts and processes. If this is not the case then a 3 day ITIL Foundation V3 course should be selected.

Acquiring the Version 3 Foundation via this route (or by taking the full Foundation exam again) is mandatory for those seeking the new Intermediate and ITIL Expert qualifications. It is not necessary for those eligible to bridge via the Practitioner or Manager Bridge routes (as explained below).

The exam is a 20 question, closed book multiple choice paper which takes 30 minutes to complete. The pass mark is 65% and successful candidates are awarded 0.5 credits under the ITIL qualification scheme bringing their foundation credits to 2.0 (1.5 credits are given for the Version 1 or 2 certificate).

4. ITIL Manager’s Bridge

The ITIL Manager’s Bridge training course is for those who hold an earlier version ITIL Manager’s certificate and who wish to pursue the Version 3 ITIL Expert certificate.

This course also covers the new and modified topics in ITIL Version 3 and explores the new elements under the following headings:

• Service Management as a Practice • The Service Lifecycle • Generic Concepts & Definitions • Key principles and Models • Processes • Functions • Roles & Organisation • Technology & Architecture • Implementation Considerations • Complementary Industry Guidance (other frameworks)

The course lasts between 4 and 5 days with the exam taken on the final day. The exam itself comprises a 20 question closed book, scenario based, complex multiple choice paper. It takes 90 minutes and the pass mark is 80%.

It isn’t necessary to upgrade your Foundation certificate before following this route. Successful candidates achieve ITIL Expert certification without the need for further study under the Version 3 scheme.

5. ITIL Practitioner Bridge

If you already have substantial certification under the ITIL Practitioner certificate level there is a third bridging route. The pre-requisite is that you hold a minimum of 12 credits from Version 1 or 2 certificates in non duplicated areas (3.5 credits for ‘clustered’ practitioner certificates and 2 credits for ‘single’ practitioner certificates).

Candidates following this route first complete the Manager’s Bridge course through an accredited training provider then undertake the new ‘Managing through the Lifecycle’ course.

Focus on Training specialises in the provision of best practice training for the Project Management and IT Service Management sectors including ITIL training.

Focus is an active member of the IT Service Management Forum which plays a central role in updating and disseminating the ITIL framework through its international network of 6000 organisations and 70,000 IT professionals.

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Fort Lauderdale, FL — September 27, 2008

MOF 4.0 is a best practice service management framework that provides prescriptive guidance for managing the lifecycle of an IT Service. MOF is applicable to all types of service provider organizations, regardless of size, industry or platform. MOF version 4.0 was released in April, 2008 and the source literature is available for free download at www.microsoft.com/mof. Microsoft has also established a MOF community to provide templates, job aids and dialogue.

In preparation for this new certification course, ITSM Academy, along with a few, select other training organizations, was invited to Boston to attend the MOF Train the Trainer session. This session was hosted by Microsoft and EXIN, the examination institute.

“We are so pleased to work with Microsoft and EXIN on bringing this class to the marketplace. Attending the session is Boston was very valuable. In addition to reviewing the content, it was an excellent opportunity to discuss and provide input into the strategic positioning of MOF as a Service Management best practice framework,” said Jayne Groll, President, ITSM Academy. “I am very impressed with MOF 4.0. It is well written, practical and applicable to all organizations, regardless of platform. It is a good complement to other best practice frameworks,” continued Groll.

This new three (3) day certification course administers EXIN examinations on the final day of class. Successful candidates will earn a Foundation Certificate in Microsoft Operations Framework.

MOF is scheduled for delivery starting in November in ITSM Academy’s Public Training Centers in Fort Lauderdale and Dallas. This certification course will also be available for onsite, corporate class delivery.

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