1. Welcome!
Lessons from the ITSM Trenches
Donna Knapp
Curriculum Development Manager
p g
ITSM Academy
© ITSM Academy

2. About ITSM Academy
 Accredited Education  Since 2003 - Tens of Thousands
 Certified Process Design Engineer (CPDE) Trained and Certified
 ITIL® Foundation  ITSM Professional Diplomas
 Change/Support/SLM
 ITIL Capability (OSA|PPO|RCV|SOA)
 Public Classes throughout U.S.
 ITIL Lifec cle (SS|SD|ST|SO|CSI)
Lifecycle
 Corporate On-Site Classes
 ITIL Managing Across the Lifecycle (MALC)
 Virtual Classes
 ITIL Service Manager Bridge
 Courseware Licensing
 ISO/IEC 20000 Foundation
/
 Corporate & Partner (GEM)
 MOF Foundation
 Alumni Program
 Practical, Value-Add Workshops
p  PMI Global Education Provider
 ITSM Leadership  Federal Government (GSA)
 ITIL, MOF, ISO 20K Overviews Contractor
 Apollo 13, Visible Ops: The Class
13  Certified Woman-Owned
Woman Owned
 And more!
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
© ITSM Academy 2
Welcome!

3. Agenda
A d
How would you like a job
where, every time y make a
y you
mistake, a big red light goes
on and 18,000 people boo?
Jacques Plante
Thanks for joining us today.
Please use the chat feature to send in your questions.
© ITSM Academy

4. Lessons Do…
from the
Trenches Make your program
y p g
10 about service
management and d
continual improvement,
improvement
not ITIL®
© ITSM Academy 4

5. Lessons Do…
from the
Trenches Nail down executive
9 sponsorship and
establish process
bl h
governance
© ITSM Academy 5

6. Lessons Do…
from the
Trenches Ensure there is a clear
service management
8 strategy; establish a
steering group to
execute that strategy
© ITSM Academy 6

7. Lessons Do…
from the
Trenches Focus on process first;
p
7 ensure all stakeholders
are engagedd
© ITSM Academy 7

8. Lessons Do…
from the
Trenches Manage organizational
g g
6 change
© ITSM Academy 8

9. Lessons Do…
from the
Trenches
Make heroes of
 Early adopters
5  People who work to
p
change policies and
processes
 Admit to mistakes
© ITSM Academy 9

10. Lessons Do…
from the
Trenches Baseline and continually
y
4 assess process
capability and
bl d
performance
© ITSM Academy 10

11. Lessons Do…
from the
Trenches Tie end-to-end services
3 to business processes
© ITSM Academy 11

12. Lessons Do…
from the
Trenches Start where you’re at
y
2 and don’t stop
© ITSM Academy 12

13. Lessons Do…
from the
Trenches Get to the behaviors
1 behind the metrics
Tie measurement systems and metrics to employee
performance plans, performance appraisal systems
and compensation plans
plans.
© ITSM Academy 13

14. Lessons Do not…
from the
Trenches Label metrics and
10 reports “TBD”; measure
things you can’t explain
h ’ l
© ITSM Academy 14

15. Lessons Do not…
from the
Trenches Lead with a tool and
9 hope it will fit; heavily
customize your tools l
© ITSM Academy 15

16. Lessons Do not…
from the
Trenches Place blame
8
© ITSM Academy 16

17. Lessons Do not…
from the
Trenches Go too long without
g
7 reminding people that
service management is
important
© ITSM Academy 17

18. Lessons Do not…
from the
Trenches Confuse roles with
6 job titles
© ITSM Academy 18

19. Lessons Do not…
from the
Trenches Go it alone
5
© ITSM Academy 19

20. Lessons Do not…
from the
Trenches Try to go faster than
y g
4 you are capable
© ITSM Academy 20

21. Lessons Do not…
from the
Trenches Overlook the
3 importance of ongoing
education and training
d d
© ITSM Academy 21

22. Lessons Do not…
from the
Trenches Expect p
p perfection day
y
2 one
© ITSM Academy 22

23. Lessons Do not…
from the
Trenches Miss an opportunity to
pp y
1 celebrate successes and
communicate wins
© ITSM Academy 23

24. Visible OPS
Certified Process
From Help Desk to Design Engineer (CPDE) ITIL SOA
Service Desk
ITIL PPO
Defining Your
Service Catalog ITIL RCV
ITIL Service Strategy ITIL Managing Across ITIL OSA
the Lifecycle (MALC)
ITIL Service Design
Service Transition
ITIL Service Transition Overview
ITIL Service Operation
Service Operation
ITIL Continual Overview
Service Improvement
Assigning Dynamic Roles ITIL
and Responsibilities Foundation
ISO/IEC 20000
Apollo 13 Simulation Foundation
MOF
Foundation
ITIL Executive Overview
Customer Service
ITSM Excellence
ITIL O
Overview
i
Leadership Skills
Building Blocks of
Process Design
ISO/IEC 20000 Overview
Solid colored boxes represent accredited certification courses.
Grey boxes represent non-certification courses including workshops and simulations.

25. Questions?
© ITSM Academy 25

26. ITSM Academy Affiliates
© ITSM Academy 26

27. IT Service Management Professional
(ITSMP) Diplomas
ITSM Academy is Licensed by the
Commission for Independent
Education, Florida Department of
Education, offering occupational
ITSMP® Diplomas.
On our website, this symbol
indicates courses which accrue clock
hours toward a Diploma as:
 Change Manager 
 Support Manager 
 Service Level Manager 
© ITSM Academy 27

28. Want to Learn More?
Master
ISO/IEC 20000
ITIL
Certified Process
Foundation Expert Design Engineer (CPDE)
Complementary Course
5 credits Complementary Course
1 credit 1.5 credits
Managing A
M i Across th Lif
the Lifecycle
l
3 credits each 4 credits each
CSI Service Offerings and Agreement (SOA)
SO
ST
SD Release, Control and Validation (RCV)
SS
Planning, Protection and Optimization (PPO)
Operational Support and Analysis (OSA)
Lifecycle Stream Capability Stream
© ITSM Academy 2008
2 credits
V3 Foundation
© ITSM Academy 28