Here are the slides I used in this morning's presentation in Lima, Peru!
ITIL is an amazingly well thought out service management framework that I continue to find intricacies and nuances in even though I have worked with it for almost 20 years. I have recently been exploring how to get immediate value from ITIL – if I were to choose what part of ITIL could deliver the most value with the least amount of resource investment, what would it be?
In a galaxy far, far away, Han Solo zips around planets in his Millennium Falcon. He is known as a smuggler, a scoundrel and the best pilot in the galaxy, but did you also know he is a pretty good service desk manager? Let me explain...
So, you’ve taken the plunge and put your team/staff through ITIL Foundation…and they all passed! That’s fantastic, it means they were engaged and likely left the course with a good understanding of the ITIL framework and end-to-end service lifecycle.
But guess what? I am willing to bet there are a number of keeners approaching you for more training. “Boss, Foundation was great, but I need more! I want to excel at being the ABC Process Manager! We at the ServiceDesk want to improve the customer experience and need deeper knowledge!”