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100% Pass Rate-And All That! |
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Written by Ralph Nabicht
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Tuesday, 01 September 2009 12:40 |
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I wanted to personally let all of you know that Five9 Technologies has launched its first public class offering this past week to an overwhelming success! Did I mention the 100% pass rate for the class! The foundations class was hosted in Oak Brook Terrace, IL, with a very intimate group of 9 participants. The smaller class size lent itself well to exploring some very complex and thought provoking ideas. Also, having 8 different companies represented was a great way to have people “thinking outside the local box.” Keeping these classes small ensures maximum participation and learning! To be honest every student reported that the learning experience was meaningful and fun. I want to personally invite everyone to attend one of the upcoming local classes in IL/OH. Please stay tuned and check the Five9 training website often to find out about future classes. Our next offering will be in the western suburbs’ in Oak Brook Terrace September 28th for three days. As an added incentive we will be offering this class for $995.00 throughout the end of 2009. |
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Nuggets of Wisdom |
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Written by Ralph Nabicht
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Tuesday, 01 September 2009 12:25 |
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One of the funny little ITIL facts I bring up during training is that you cannot go to your local Barnes and Noble book seller looking for the latest great about ITIL and service management. To be frank the average sales person will look at as if you are from Mars! Simple stated, very limited resources can be found. To that end I wanted to share a couple of web sites I have found handy: www.Findwhitepapers.com- if you don’t mind reading the sales pitch every white paper has, there can be found some very up-to-date info and thoughts in white papers. I love this site just because you are getting cutting edge information from those who are in the field using it! I would advise you to set up a notification when new articles are added, that way you pick and choose what you want to read. Also, they don’t just have ITIL stuff, anything from server technology to PMP knowledge can be found on this site. www.itilcommunity.com (forum link) - I know what you are thinking, geek chat room, urgh! As many of my team will testify, “I am not the smartest guy in the world.” When I need to get an unbiased way of thinking on a topic I love posting questions here. The board members are mature and very helpful (for the most part.) I have always received some type of feedback or idea from the board members. Please follow the standard rules of posting on these sites, never use you company name or publish Intellectual property on the site! Keep an eye out for my posts; see if you can figure out my nom de plume. |
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Pink Fuzzy Bunnies and Other ITIL Terminology |
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Written by Ralph Nabicht
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Wednesday, 26 August 2009 00:00 |
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One thing that I love about ITIL is that it is a framework. I often liken ITIL to a salad bar where you can take as much or as little as you want and leave the rest for someone else. All organizations have some level of process with it's own terminology, metrics, etc. If they didn't, they wouldn't be in business very long. In my classes, one of the hang-ups with ITIL that I often hear expressed is that its all about the verbiage. I like to joke that the British have done an excellent job of confusing their American cousins with our common language. The point is this, use the terms that are relevant to your company and your way of doing business. The critical thing is that those terms are agreed upon, documented, and followed. One attendee once quipped, "Could we call major outages, 'Pink Fuzzy Bunnies,' to sound more pleasing?" I replied, "sure, but you can be the one in the hierarchical escalation to the CIO at 2am, stating that we have a 'Pink Fuzzy Bunny' going on which has resulted in 50% of our key processes to crash." |
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ITIL Training Overcomes Resistance to Change |
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Saturday, 22 August 2009 00:00 |
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Resistance to change is the number one impediment to the success of any corporate initiative, and IT Service Management (ITSM) projects are by no means exceptions to that rule. Changing processes, roles and responsibilities, and supporting technologies can result in major disruption, which puts everyone from the first-line service desk technician to the IT Director on edge. So, how can you mitigate these challenges to ensure success? By providing stakeholders--both IT and the business--with the knowledge and understanding they need to have confidence in the new IT Service Management model through a well thought-out ITIL training program. Five9 can help with our proven track record working with organizations of all sizes and industries. Our approach significantly improves assimilation of the changes, and shortens the time to value of ITSM initiatives through a comprehensive training plan that is tailored to meet the unique job requirements of the key stakeholder groups. Give us a call today at 877.832.5295 to learn more. |
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Lessons from the IRS |
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Written by Ralph Nabicht
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Wednesday, 19 August 2009 00:00 |
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It is no secret that every organization can have better asset management. In my ITIL classes, I love to show an article about how many laptops the IRS has lost in the last three years....don't even ask unless you want your stomach to churn! The best reaction that I ever received was when a CIO in class blurted out, "at least they know how many they have lost!" Talk about hearing a pin drop. The VP's and directors in the room didn't know if they should laugh or cry. Needless to say, for the first time in my life I was at a complete loss for words; come on people what do you say after that? |
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