ITIL Practitioner: AXELOS Live Launch

ITIL® Practitioner Month The news we have been waiting for has finally arrived, the ITIL Practitioner Global Launch will be on February 25th. The Launch will focus on introducing you to a number of ITIL Practitioner core competencies and principles designed to help you adapt and adopt ITIL to best suit you and your organization’s […]
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RACI Model – It’s only a matrix!

Every ITIL course I’ve delivered always has a mention on the RACI model (Responsible, Accountable, Consulted, and Informed).  Now, for those that may be unfamiliar with this model, it allows organizations to clarify roles and responsibilities by tasks. RACI model will highlight those that are accountable / responsible for a task and those that are […]
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ITIL Process Maps – Taking a student driven approach

Last year, I discussed with the Product Development department at Learning Tree International the possibility of creating process maps for all the ITIL® courses.  In the true alignment of ITIL, we took a value-driven approach and Learning Tree gave this the green light, as they felt that this would add extra value to student experiences […]
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ITIL Master Certification – Do I Need the Icing on the Cake?

At a recent course in Canada, I ran across a former student who had achieved her ITIL® Expert certification. She asked me whether she should go for the ITIL Master certification. Her question really got me thinking about the value (or lack thereof) of obtaining this certification. The ITIL Master certification process was released in […]
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IT Performance Screens – Will any graph do?

On a recent visit to a client, I was asked, “What should we be showing on our performance screens within the IT area? Are we showing the right thing?” My response was, “What are your IT objectives? Are the performance dashboards you’re displaying assisting in underpinning those objectives?” Has your organization ever been guilty of […]
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