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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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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

axelos-prince2-takeover

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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2011 ITIL V3 Updates Explained

Written by Andy Trainer – Tue 19 Jul 2011

ITIL-Updates-2011In May 2007, the ITIL® management framework was comprehensively updated from V2 to V3 - with V2 fully withdrawn in 2010.

However, ITIL is continually refreshed and updated to make sure that it meets industry requirements, and the latest new edition is being released on 29 July 2011.

This latest edition of ITIL incorporates improvements and suggested changes to the framework; and marks a move from describing ITIL by version numbers but instead simply as ITIL. Different editions will be distinguished by year, e.g. 'ITIL 2011'.

For more about this update, see ITIL website FAQs. ITIL courses at Silicon Beach Training will always cover the latest release.

You can check out our full range or ITIL courses here.

What's New in the ITIL 2011 Update?

The first thing to be clear on is that ITIL 2011 is an update, not a new version (like V2-V3). The updates to the publications are designed to:

  • Resolve any errors or inconsistencies in the text and diagrams, both in content and presentation.
  • Improve the publications by addressing issues which are largely to do with clarity, consistency, correctness and completeness.
  • Address suggestions for change made by the training community to make ITIL easier to teach.
  • Review the Service Strategy publication to ensure that the concepts are explained in the clearest, most concise and accessible way possible. There is no notion of simplifying the concepts; rather, improving the exposition of the ideas.

The updated publications will be easier to read and understand, having addressed errors and inconsistencies, and issues raised in the Change Control Log and by the training community.

The project’s primary objective was to respond to users’ feedback and requirements, and provides them with an improved product.

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ITIL Training - Pre Course Reading

Written by Andy Trainer – Fri 14 Jan 2011

itil training

Prior to attending our ITIL® Training courses we ask delegates to do a little pre-course reading to familiarise themselves with some key terms, which all helps when preparing for the ITIL Foundation Exam.

The following is the pre-course reading we provide before our ITIL Foundation Training course - but we thought we'd share it for free on the web for everyone else - we're just nice like that!

Silicon Beach Training run regular ITIL Foundation Training Courses.

It is strongly encouraged that you spend the time to read and understand the pre-course reading as this will aid you significantly during the course.

We've put together an interactive ITIL Training Quiz, to help you test your knowledge further.

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