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ITSM Certification Pathways: ITIL and ISO 20000 Demystified

Confused by the various paths to ITIL Expert? What is the ITIL Master? Also, what are the appropriate ISO/IEC 20000 certifications for me?

Join us for this event to decipher the various certification paths for ITIL and ISO 20000. Topics will include:
•Which certification is right for you?
•Value of certification (for individuals and the organization)
•How many ITIL Experts does one organization need?
•Differences between ITIL Lifecycle and Capability Expert tracks
•Benefits of each certification individually(ITIL and ISO 20K) and benefits of obtaining each
Recorded May 24 2011 61 mins
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Presented by
Leslie Landry
Presentation preview: ITSM Certification Pathways: ITIL and ISO 20000 Demystified

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  • Higher Ed CoI | Crossing the River With My Dragon Recorded: Sep 29 2016 35 mins
    Mary Therese Durr, Director of Computing Support and Service Management at Boston College
    An IT support professional’s perspective on change.

    Ever wonder why change is so hard. Join us as Mary Therese Durr, Director of Computing Support and Service Management at Boston College shares her experience with change and the dragon that impedes acceptance.

    Mary Therese Durr is the Director of Computing Support and Information Technology Service Management at Boston College. Mary entered the technology field over twenty-five years ago as a computer programmer. She has moved from software development to computer lab management to networking to systems management and lastly to directing those who do all the real work. Her specialty is discovering people’s strengths. Mary has her Master's in Education, Research, Measurement, and Evaluation from the Boston College Lynch School of Education.

    The best way to engage all employees is through their managers. Therefore Mary includes in her responsibilities partnering with Information Technology Services (ITS)-Human Resources to build and support a management training program for ITS as well as consulting with management as needed.
  • Board Elections - Meet the Candidates! Recorded: Sep 26 2016 37 mins
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    Join Doug Tedder and get to know more about the four candidates up for election for the itSMF USA Board of Directors.
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    Please join the itSMF USA Problem Management Community of Interest for a BrightTalk Session on “LeanIT Continuous Improvement for Problem Management”, scheduled for 2PM EDT on Wednesday, May 25, 2016.

    Problem management is one of the simplest and clearest of the ITIL processes, but very few IT organizations have the process working as ITIL describes it. In his presentation, Niels Loader will look at a number of issues associated with the process, such as performance measurement, the business case for Problem Management, the challenges of getting Problem Management working, the role of the Problem Manager and applying LeanIT principles to Continuous Improvement for your Problem Management Process.

    One of the key sources of improvements for ITIL processes like Problem Management comes from applying Lean principles. Niels would like to take you on a journey through insights that he has gained over the past years and, hopefully, help you to make your Problem Management more effective.
  • Higher Ed CoI: ITSM Process Analytics – Transparency and Tuning for your Clients Recorded: Apr 27 2016 60 mins
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    If you're yearning for more than the built-in reports your ITSM suite provides, you are in the right place. Join us as Jeffrey Toaddy, ITSM Coordinator for Miami University, walks us down the rocky road to process scorecards and service metrics the rest of the IT organization and clients can understand.

    Speaker bio: Jeffrey is an ITIL Expert with over ten years of IT Service Management experience. He currently serves as IT Service Management Coordinator and Adjunct Instructor at Miami University in Oxford, Ohio. Miami's BI unit has been supporting University-wide decisions leaving Jeffrey and his colleagues to develop their own scrappy approach to coaxing complex conclusions from internal systems.
  • DevOps/Agile COI: Putting the "Ops" into "DevOps" Recorded: Apr 7 2016 62 mins
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    Please join the DevOps / Agile CoI for a BrightTalk Session, “Putting the “Ops” into “DevOps”, scheduled for 2PM EDT on Thursday, April 7, 2016.

    DevOps is the blending of tasks performed by a company's application development and systems operations teams in order to deliver on the IT promise of agility and elasticity to meet business demands. Unfortunately, to date, this has been more about accelerating “Dev” and less about the “Ops”. Agility and velocity does not mean the abandonment of good practices, rather mandates the transition of the ops role from one of managing physical infrastructure, to managing their infrastructure as code. To do so effectively, operations will build infrastructure as code, similar to the Dev community and leverage automation tools to facilitate transition to production using modern automation tools.

    Robert Stroud of Forrester who focused on the SDDC and IaC will discuss the impact of DevOps on your existing Change and Configuration management process and how you can leverage IaC and DevOps for agility and elasticity.
  • Transition Planning with Project Managers and Operations Recorded: Mar 18 2016 20 mins
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    Overcome the common struggle to reconcile plans and schedules between project managers and operations managers with the best-kept secret of ITIL:The Transition Planning and Support Process.
  • Transition Planning with Project Managers and Operations Recorded: Mar 11 2016 60 mins
    Greg Rowe
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  • Enterprise DevOps – Lessons Learned Recorded: Jan 27 2016 61 mins
    John Clipp - Jason Walker
    Please join the DevOps / Agile CoI for a BrightTalk Session, “Enterprise DevOps – Lessons Learned”, scheduled for 1PM EST on Wednesday, January 27, 2016.

    DevOps is a cornerstone to concepts used to drive the implementation, with continuous integration and delivery as methods to deliver the actual solution. In a large enterprise, there are many front-end and back-end systems/processes that need to "talk". This presentation focuses on highlighting and breaking down the silos that exist in order to redirect energy and attention on (the more important) outcomes that are generated from lighter methods to delivery IT systems. This includes establishing similar light weight methods for all groups in the organization to publish updates and changes in the environment with, again, a focus on the values, practices, and outcomes.

    Jason Walker, the Lead DevOps Engineer at Target Corporation, will discuss many of the lessons learned and best practices during the adoption of DevOps at Target.
  • In the Know Podinar Recorded: Dec 16 2015 44 mins
    Eddie Vidal - Doug Tedder - Troy DuMoulin
    Join Eddie and Doug on your ride home for the next itSMF USA “In the Know” podinar on Wednesday, December 16 at 5pm (EST) with guest Troy DuMoulin, VP of Research, Innovation, and Product Management for Pink Elephant. Troy will be talking with Eddie and Doug about a hot topic in the ITSM industry, Lean IT.
  • The Knowledge-Centered Support Difference: a Discussion Recorded: Oct 22 2015 63 mins
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    On July 21, 2015, the itSMF USA Higher Education Community of Interest hosted a BrightTalk session on “The Knowledge-Centered Support (KCS) Difference, and Its Impact at the University of Phoenix.” To follow on with the discussion started in that session, we have invited a few practitioners to share their experiences and expertise with KCS.

    Panelists for this session include:
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    - JC Grooms, Knowledge Systems Architect, Minnesota State University, Mankato
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    The session will be moderated by Edward Gray, Systems Integration and Support Specialist at the University of Mary Washington and Assistant Manager of the itSMF USA Higher Education Community of Interest.
  • The Customer is Always Right...Deal With It Recorded: Oct 20 2015 35 mins
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    Join us on your drive home, Tuesday October 20th at 5 PM eastern as our guest Shep Hyken, (@Hkyen) a member of the National Speakers Hall of Fame discusses creating an amazing customer service experience. Where and how do you start creating a culture to deliver a great experience. How do you get your team on board? How do you recover from poor customer service experiences and can customer service be learned or are you born with it? Shep will be the closing keynote speaker at Fusion 15 #SMFusion15. Get a sneak peek and learn how to raise your game in delivering customer service. Your hosts for this exciting podinar are Doug Tedder @dougtedder and Eddie Vidal @eddievidal. Don't miss out!
    To register go to: https://www.brighttalk.com/webcast/845/176231
  • itSMF USA DevOps/Agile CoI - Introduction to DevOps Recorded: Oct 7 2015 50 mins
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    "DevOps" is a term that has become mainstream enough to be hated, misunderstood, misused, and abused. But what is "DevOps"? And, more importantly, why should I care?

    DevOps isn't a tool or a product. It's an approach to operations. By uniting development and operations teams to automate and standardize processes for infrastructure deployment, you get faster innovation, accelerated time to market, improved deployment quality, better operational efficiency, and more time to focus on your core business goals.

    This presentation will explore the principles and forms of DevOps. I know DevOps when I see it and, soon, you will, too.
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  • itSMF USA Problem Management CoI | Root Cause Analysis Summit - KEPNERandFOURIE Recorded: Sep 30 2015 62 mins
    Bill Dunn and Juan Fourie
    KEPNERandFOURIE will explain the problem solving processes specifically designed for the IT environment. They will focus on the application of these processes to real world IT issues in which they have been involved. K&F will explain the importance of finding the technical cause of a problem/incident before trying to determine the Root Cause. They will also highlight the RCA application developed in conjunction with ServiceNow and available in their App Store.
  • Continual Professional Development, in or out? Recorded: Sep 22 2015 50 mins
    Eddie Vidal & Doug Tedder
    Continuing Professional Development can play a key role in career advancement and open you up for potential opportunities. How much time to you dedicate to it depends on various factors. Is the return on investment worth it? Does it help advance your career? Maybe you are a career learner. Join Doug Tedder and Eddie Vidal and hear their opinions on on your drive home on September 22, 5 PM Eastern. Our guest, Julie Mohr, will also discuss her own professional development roadmap. To register for this podcast click on the following link; https://www.brighttalk.com/webcast/845/172483

  • Higher Ed CoI - How to Build Respect for your Higher Ed ITSM Program Recorded: Sep 22 2015 50 mins
    Thom Salo, Executive Consultant, Delivery Manager, G2G3
    In Higher Education you have unique issues. Working to fulfill the needs of academics, researchers, students, support teams and other enterprise groups can leave you feeling pulled in multiple directions. Decision – making authority is not always clear. A process culture may be seen as too “corporate” for your culture.

    Join ITIL Expert, Thom Salo, to cover seven steps you can take to work to build respect and buy-in for your IT service management initiatives and super-charge your customers. We’ll cover:
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    • Answer the question, “Why do we care about an ITSM program?”
    • Managing program expectations.
    • Doing what we say we’ll do!
    • Feedback – how to get it and use it.
    • How to get past “creating” and get on with “adopting and embracing.”
    • The role tracking of metrics will play.
  • itSMF USA Problem Management CoI - Improving Problem Mgmt: A Real Life Strategy Recorded: Aug 19 2015 60 mins
    Joseph A Kuti, Senior ITSM Process Manager, Marriott International
    A successful process improvement strategy will first begin by leveraging the Continual Service Improvement (CSI) model:

    •What is the vision?
    •Where are we now?
    •Where do we want to be?
    •How do we get there?
    •Did we get there?
    •How do we keep the momentum going?

    This presentation will provide a real life example of how to apply the CSI model in order to define a problem management improvement strategy. Joseph will discuss his improvement strategy and his approach of implementing process improvements to improve the maturity of problem management process. The goal is to share with other practitioners in the problem community of interest:

    •Real life techniques
    •Lessons learned
    •Sample artifacts
  • itSMF USA In the Know Podinar Recorded: Aug 18 2015 44 mins
    Eddie Vidal and Doug Tedder
    DevOps - Stay tuned for more details!
  • Higher Ed CoI - The Knowledge-Centered Support (KCS) Difference, and Its Impact Recorded: Jul 21 2015 61 mins
    Host: Edward Gray - Speakers: Rae Ann Bruno, Stephenie Gloden, Steve McMillan
    Do any of these comments sound familiar?

    - “Only the new people find value in our knowledge base.”
    - “Once our teams learn how to resolve something, they don’t need to use the knowledge base.”
    - “It takes longer to find it in the knowledge base than it does to figure it out.”
    - “Our knowledge base is out dated and cumbersome to use.”
    - "I’ll ask (insert name here), he / she will know the answer.”
    If so, you may be stuck in the knowledge-engineering rut. The Knowledge-centered-support methodology is a proven best practice that overcomes these challenges. Attend this session to learn about the KCS methodology and how you can use it to:

    -reduce the time to resolution
    -standardize answers to your customers
    -lower support costs
    -increase customer satisfaction
    -increase employee job satisfaction

    KCS becomes the way you resolve incidents, answer questions, share your knowledge with peer staff, and in short get people back to work. Because it is part of the Incident process, it is always current and accurate and enables your teams to continually support an expanding breadth of services.

    Additionally, you will hear about the journey of the University of Phoenix, and parent company Apollo Education Group, in moving out of old-school knowledge engineering, “ivory tower” knowledge approaches, and into the realm of real-time knowledge management – using KCS to empower front-line staff content administration, and manage knowledge by positive peer-to-peer relationships. We will discuss the use of the Knowledge-Centered Support (KCS) methodology in a highly-regulated business environment, to capture, structure, and reuse knowledge as new incidents occur and the business environment changes. Our chat will discuss the methods utilized, uncover the “ditches” to avoid, and present the metrics used to measure and prove success.
Connect, Learn, Grow
itSMF USA is the definitive & authoritative source for the advancement of IT Service Management best practices.

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  • Title: ITSM Certification Pathways: ITIL and ISO 20000 Demystified
  • Live at: May 24 2011 5:00 pm
  • Presented by: Leslie Landry
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