Wednesday, May 28, 2008
A Bridge Too Far?
Yesterday, at the Pink Perspective event in Kuala Lumpur we were asked three times (by different people) about the pre-requisite for the ITIL Service Manager Program and certification. Normally, the answer would be simple: you need the ITIL V2 Foundation Certificate. However, what the attendees really wanted to know is: Will my ITIL V3 Foundation Certificate in IT Service Management qualify? They really have their sights set on the ITIL Expert certification and the only way to achieve this designation at the moment is via the V2 ITIL Service Manager path.
We checked with one of the Exam Institutes - Loyalist College - and found that the ITIL V3 Foundation Certificate in IT Service Management is an acceptable pre-requisite for the ITIL Service Manager Program.
We Want More Courses - PLEASE!
People in KL are not shy to ask their questions or express their opinions. Here’s some of the questions which came out of the Town Hall session at the Pink Perspective event:
“Can we please have a course and certification focused on supplier management?”
“Can we please have some specialized courses and certification on subjects like Service Catalogs and CMDBs?” (Pink already does courses on these subjects but there’s no official certification. We have been in touch with APMG to discuss the possibility.
“Not all Pink Elephant courses are listed on Pink’s Malaysia web site - why not?” (Hmm, we didn’t realize that. Clearly it’s an oversight we’ll have to fix!)
“I"ve just got into ITIL and done the new V3 Foundation Certificate. Can I now do the V2 Service Manager program to work towards my “ITIL Expert” designation?” (We’ve already escalated this question to the Exam Institutes. We’ll post any responses here as soon as we get them.)
Tuesday, May 27, 2008
Service Strategy = DRY! Service Operation = WET?
During Monday’s Perspective event in Singapore, Troy and I encouraged the audience to give us their comments on the direction that the various governing bodies are taking the world of IT Service Management. When we say “governing bodies,” we are referring to: OGC, APM Group and the various Exam Institutes (collectively responsible for the ITIL certification scheme), TSO (responsible for the books), ISACA & ITGI (responsible for COBIT), the International Organization for Standards (responsible for ISO 20000) and even itSMF (responsible for the worldwide networking forum focused on ITSM).
Here are some of the comments from the interesting discussion we had:
“The cost and time to attain the ITIL Expert certification is prohibitive - I will never be able to get the money and time to complete that program.”
“I really like the Lifecycle concept ... the books are well written .... not sure about Service Strategy - it’s so dry -but Service Operation is very good.”
“The cost of subscribing to the ITIL books on the TSO web site should be lower than the cost of buying hardcopies.”
“When will ISO 20000 be updated?”
As promised, we’ll make sure to pass on these comments to the relevant parties.
Pink Perspective 2008 - Kuala Lumpur
Here’s the presentation Troy and I presented in KL earlier today. The KL survey results are embedded into slides 27-29. We’ll publish the consolidated survey results from all 10 cities at the end of the North American leg of the Perspective Tour - so come back here on June 20!
Monday, May 26, 2008
Pink Perspective 2008 - Singapore
Today, Troy DuMoulin and I delivered our first Pink Perspective of 2008 at the Grand Hyatt in Singapore. This was the first perspective in a series which will span 10 cities over the next three weeks. It’s interesting to see what Singaporeans are focusing on in their ITSM projects and the challenges they face. I’ve included a copy of the visuals we used. Embedded in slides 27-29 are the results of the survey we administered in the session.
When I get time tomorrow I’ll post a list of the comments and suggestions we noted from the “Town Hall” session.