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When is a Service Request not a Service Request? When it’s an Incident.

Written by Andy Prentice – Fri 31 Jan 2014

Today we have an insight into applying ITIL® to a real business situation from Damovo's ITIL Expert Andy Prentice. Andy discusses the challenges faced when trying to use ITIL as a set of rules instead of a framework. Come down to Brighton for your ITIL Foundation course to begin your ITIL Training.

After I had achieved my ITIL Expert certificate, I decided to join a number of forums/groups on LinkedIn to discuss my favourite subject – ITIL – with like-minded individuals, much to the amusement to my colleagues who see the exercise as me overly-indulging in ‘geekdom’.

Admittedly, there have been a few discussion threads and responses that have made me chuckle and sit back in shock in equal measures. But there has been one debate in particular that has divided opinion and has reminded me of the importance of remembering that ITIL is a framework to work towards and not a set of hard-and-fast rules to live or die by.

Password Reset ITIL

The question posed was “Should a Password Reset be treated as an Incident or a Service Request or a Change Request?”

My initial reaction to the question was simple; it’s a service request.

Why? Because when I request my password to be reset (typically on internet websites that I rarely use – or a service which required a password strength beyond my ‘usual’) it is because I am the reason it needs resetting – i.e. I have forgotten it and therefore I am my own root cause to this break in service. In fact, I would be embarrassed to call it a break in service so I’ll just ‘request’ that the Service Desk kindly throw me a bone…

It would have been remiss of me not to consider the logic behind the other options though.

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Rackspace Academy Brighton: Free Cloud Hands-on Training

Written by Aaron Charlie – Tue 07 Jan 2014

Are you ready to get to grips with the Cloud? We're partnering with Rackspace to bring their popular Rackspace Academy Cloud Hands-on workshop to Brighton in February.

Come down to Silicon Beach Training on Monday 10th February and learn how to build your own cloud-based solution. Register now to secure your free place. There are only 10 places available so act quickly.

Rackspace Academy

Rackspace say: "Get ready to roll up your sleeves and build your own three-tier cloud-based solution, using Cloud Servers, Cloud Load Balancers, Cloud Files, Cloud Databases, and more. Throughout the day you’ll learn about each product as well as how to start designing effective cloud-based solutions."

Rackspace Training BrightonRackspace Academy
Cloud Hands-on Training Overview

Monday 10th February 2014
9.30am - 4.30pm
Silicon Beach Training
86 Gloucester Road
Register Now

This is an exciting opportunity for anyone looking to develop a working knowledge of cloud-based solutions or who wants to take advantage of the flexibility of the cloud for their business.

Recommended for non-technical professionals this workshop may also suit technical professionals with no experience working with cloud hosting.

What will you learn?

  • How to build and deploy a simple cloud-based application
  • The key cloud products required for your business/solution
  • How to build flexible, scalable solutions
  • How to take advantage of a Hybrid Cloud approach, including Public Cloud, Private Cloud, and Dedicated Hosting

What do you need to bring to Rackspace Academy?

You will need to bring along a laptop and preferably have a Rackspace Cloud account. If you don't already have an account you can sign up for free or use an account provided on the day. However, this will not allow you to keep your site live after the course.

About Silicon Beach Training

Based in the heart of Brighton, Silicon Beach Training has been running training courses worldwide for over 15 years. Specialising in IT and Business training we stay ahead of the curve offering the latest technical courses including our popular range of Mobile workshops.

Silicon Beach Training also offer popular project management courses including the South Coast's best PRINCE2 training and Agile Project Management courses.

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ITIL in Higher Education: University Case Studies

Written by Andy Trainer – Sun 06 Oct 2013

ITIL® is widely recognised as a best practice IT service process. Its implementation can be seen throughout some of the biggest companies and organisations in the world.

On our ITIL Foundation Course in Brighton, UK you'll find out about why ITIL is so effective as service strategy in organisations of all sizes, not just corporations but institutions as well.

ITIL has been implemented in Universities with much success. 

In fact, we've carried out ITIL training for quite a few higher education institutions here at Silicon Beach. In this post then, I'm going to run through an example of a University we have trained implementing ITIL and then go on to explain how other Unis throughout the UK have benefitted from ITIL.

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How Does the Axelos PRINCE2 Take-Over Affect Me?

Written by Andy Trainer – Wed 14 Aug 2013


There are changes afoot to the Best Management Practice portfolio; from January 1st 2014, PRINCE2®, ITIL® and Best Practice Suite Programs like MSP® will have a new Accreditor called Axelos.

So what does this mean for those with APMG certificates? Are they worthless now? Is PRINCE2 going to change dramatically and require an overhaul of retraining within organisations using the framework?

In short: no. But these developments are worth keeping an eye on leading up to the handover in 2014.

Axelos is a joint venture between the government and the firm Capita (who will own 49% and 51% respectively). Axelos will be taking over from APMG after submitting the winning bid on a re-tender from the government but it's not as clean cut as just a straight replacement.

As a provider of PRINCE2 TrainingITIL Courses and MSP Training, this is big news for us here at Silicon Beach, and for the many businesses that come to us for their Best Management Practice courses.

In this post we'll briefly examine the details of the deal, and more importantly, discuss any potential impact it may have on you as either an existing or future PRINCE2 (or ITIL or MSP) Practitioner.

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Mandated BYOD by 2017: Is this the End of Internal Tech Support?

Written by Andy Trainer – Tue 14 May 2013

BYOD is the buzzword in business IT at the moment, but is there more to it than just easily spouted rhetoric by a few industry influencers?

A study by Gartner would suggest there is. It predicts that 38% of organisations will stop providing mobile devices to employees by 2016 and 50% will mandate a BYOD policy by 2017. That's a significant enough portion of organisations for IT professionals to stand up and take notice.

So what does this mean for the tech side of businesses? On our ITIL courses, we emphasise the difficulty in managing multiple and diverse platforms from both a support and security perspective, something which BYOD only increases.


With BYOD getting more and more popular, does this mean that the traditional model of internal IT support and service management will have to be entirely scrapped? Or can it adapt to the challenges it faces with BYOD and continue to be the technical bedrock of any business?

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