www.theartofservice.org - Service Restored. more...V3 Foundation Program Updated! more...Merry Christmas from The Art of Service more...Engaging All phases of the Service Lifecycle - Recognizing the value of ITIL V3 more...How do you describe the roles of Change and Release Management? more...Would you only engage with External suppliers if they too have adopted the ITIL framework? more...There are no upcoming events
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Welcome to The Art of Service Online Learning Portal, delivering the finest ITSM framework based education on the web. Within this space you can find a range of online education programs designed to support your learning of a range of IT Service Management frameworks and standards. Full online courses include ITIL Foundation, ISO 20 000 and SQM, with additional preparation courses for ITIL Practitioner and ITIL Managers exams.
For any course enquiries or difficulties logging in, please contact us via email at service@theartofservice.com.
For details regarding any classroom-based education, books, toolkits or any other educational products, visit our website at http://theartofservice.com
If you would like to sit any of the ITIL or ISO exams, we recommend you contact your local Prometric testing centre. http://www.prometric.com/
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Preview of eLearn Programs
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This is an unrestricted page allowing users to preview the eLearn Program content available throughout the site. To view this content you can either login as a Guest or create a new User Account. |
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ITIL Awareness Program
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Looking for quick insight into the ITIL framework? The ITIL Service Management Awareness Program is for those people who wish to gain a concise, fundamental understanding of ITIL. Participants do not need previous experience or exposure to IT Service Management or ITIL. This program is not designed to lead towards any certification, but to provide participants with an overview of the major concepts of ITIL and an ability to speak a "common language" for IT Service Management. |
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Pre-course Program for Classroom Based V3 Bridging
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The Art of Service's V3 Bridging Pre-course Program for ITIL® Foundation. Now offered as a web based elearning option.
This program is designed to prepare you for the classroom based full V2-V3 Bridging course.
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ITIL V2-V3 Bridging Program
| The Art of Service's V3 Bridging Program for ITIL® Foundation. Now offered as a web based elearning option.
This program is designed to bridge the knowledge between Version 2 and Version 3. Of course, it may have been some time since you, have had professional development on ITIL®. The Art of Service acknowledges that IT professionals are aware of, and wanting to upgrade their ITIL® knowledge from Version 2 to the newly-released Version 3, and therefore have developed this program. BOOK YOUR COURSE HERE |
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ITIL V3 Foundation eLearning Program
| Course Overview ITIL V3 Online Learning Bundle - Foundation, Book, Exam Preparation The ITIL Foundation Service Management Practices Program (also known as Essentials) is a self-directed e-Learning course leading to an optional examination for the EXIN Foundation Certificate in IT Service Management. The course is aimed at enabling participants to understand the basic terms, concepts and relationships between the ITIL processes. The Foundation Certificate is the entry level course within the IT Service Management certification scheme. BOOK YOUR COURSE HERE |
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ITIL Cluster Practitioner "Agree & Define" (IPAD)
| The ITIL Practitioner: Agree & Define Elearning Program is intended for professionals who will participate in managing, organizing and optimizing the operations of the Agree and Define processes in an IT Service Organization which has implemented, or started to implement, IT Service Management Agree and Define processes. The target group consists of team leaders, supervisors, and managers wishing to develop and extend their skills in planning, monitoring, reporting and optimizing, related to the processes of: BOOK YOUR COURSE HERE **PREREQUISITE** You must send or fax us your ITIL Foundation Certificate and have access to the OGC Service Delivery book in order to participate in any of the ITIL Practitioner Programs. |
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ITIL Cluster Practitioner "Plan & Improve" (IPPI)
| The ITIL Practitioner: "Plan & Improve" Elearning Program is intended for professionals who will participate in managing, organizing and optimizing the operations of the Plan and Improve processes in an IT Service Organization which has implemented, or started to implement, IT Service Management processes. The target group consists of team leaders, supervisors, and managers wishing to develop and extend their skills in planning, monitoring, reporting and optimizing, related to the processes of:
BOOK YOUR COURSE HERE **PREREQUISITE** You must send or fax us your ITIL Foundation Certificate and have access to the OGC Service Delivery book in order to participate in any of the ITIL Practitioner Programs. |
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ITIL Cluster Practitioner "Release & Control" (IPRC)
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The ITIL Practitioner: Release & Control Elearning Program is intended for professionals who will participate in managing, organizing and optimizing the operations of the Release & Control processes in an IT Service Organization which has implemented, or started to implement, IT Service Management. The target group consists of team leaders, supervisors, and managers wishing to develop and extend their skills in planning, monitoring, reporting and optimizing, related to the processes of: - Configuration Management
- Change Management
- Release Management
BOOK YOUR COURSE HERE **PREREQUISITE** You must send or fax us your ITIL Foundation Certificate and have access to the OGC Service Support book in order to participate in any of the ITIL Practitioner Programs. |
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ITIL Cluster Practitioner "Support & Restore" (IPSR)
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The ITIL Practitioner: Support & Resore Elearning Program is intended for professionals who will participate in managing, organizing and optimizing the operations of the Support & Restore processes in an IT Service Organization which has implemented, or started to implement, IT Service Management. The target group consists of team leaders, supervisors, and managers wishing to develop and extend their skills in planning, monitoring, reporting and optimizing, related to the processes of: - Service Desk (Function)
- Incident Management
- Problem Management
BOOK YOUR COURSE HERE **PREREQUISITE** You must send or fax us your ITIL Foundation Certificate and have access to the OGC Service Support book in order to participate in any of the ITIL Practitioner Programs. |
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ITIL Cluster Practitioner Exam Preparation "Agree & Define"
| The IPAD Clustered Practitioner Exam Preparation is a modular and complete program for those people looking to increase their chance of passing the ITIL Cluster Practitioner 'IPAD' Exam - first go.
Features:- Multiple sections of Practitioner level questions
- Take each section multiple times
- Feedback and correct answers provided
- Review your previous attempts
- Works on a principle of building understanding
- Real life Practitioner level questions.
The IPAD Clustered Practitioner Exam Preparation program is the best add-on for accredited Clustered Practitioner classroom course. BOOK YOUR COURSE HERE |
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ITIL Cluster Practitioner Exam Preparation "Release & Control"
| The IPRC Clustered Practitioner Exam Preparation "Release & Control" is a modular and complete program for those people looking to increase their chance of passing the ITIL Cluster Practitioner 'IPRC' Exam - first go. The processes covered by the IPRC exam are Configuration, Change and Release Management.
Features:- Multiple sections of Practitioner level questions
- Take each section multiple times
- Feedback and correct answers provided
- Review your previous attempts
- Works on a principle of building understanding
- Real life Practitioner level questions.
The IPRC Clustered Practitioner Exam Preparation program is the best add-on for accredited Clustered Practitioner classroom course. BOOK YOUR COURSE HERE |
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ITIL Cluster Practitioner Exam Preparation "Support & Restore"
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The IPSR Clustered Practitioner Exam Preparation "Support & Restore" is a modular and complete program for those people looking to increase their chance of passing the ITIL Cluster Practitioner 'IPSR' Exam - first go. The topics covered by the IPSR exam are the Service Desk, Incident & Problem Management.
Features:- Multiple sections of Practitioner level questions
- Take each section multiple times
- Feedback and correct answers provided
- Review your previous attempts
- Works on a principle of building understanding
- Real life Practitioner level questions.
The IPSR Clustered Practitioner Exam Preparation program is the best add-on for accredited Clustered Practitioner classroom course. BOOK YOUR COURSE HERE |
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ITIL Service Manager Exam Preparation
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The ITIL Service Manager Exam Preparation is a modular and complete program for those people looking to increase their chance of passing the "demanding and challenging" exam first go. Recognised to be one of the most difficult but rewarding certifications to attain, the exam preparation is designed to enable you to achieve this success.
Features:- Exams marked by actual IT Service Management educators.
- Covers every process area applicable for the exams
- Feedback and correct answers provided
- Works on a principle of building a deeper understanding of the framework and requirements for exam success
Enrol today and feel confident in passing your Service Managers exam! BOOK YOUR COURSE HERE |
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IS0/IEC 20000 eLearning Pre-course
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Course Overview
This course provides you with a review of the ITSM and ITIL (Version 3) frameworks, as required for the ISO/IEC 20000 examination. Furthermore, this course introduces participants to ISO/IEC 20000, Parts 1 & 2 of the Standard, and an overview of what to expect from the ISO/IEC 20000 course. The course is designed for everyone who intends to partipate in the ISO/IEC 20000 eLearning or classroom based course.
Pre-requisite
ITIL Foundation Certificate
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IS0/IEC 20000 Exam Preparation
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Course Description
Exam preparation: 80 multiple choice exam style questions (and answers), designed to test your knowledge and understanding of both Part 1 and Part 2 of the ISO/IEC 20000 standard.
Pre-requisite
Access to Part 1 and Part 2 of the ISO/IEC 20000 standard. ITIL Foundation Certificate.
Learning Objectives
At the end of this course, the learner will be able to confidently sit the one hour, multiple choice component of the ISO/IEC 20000 examination.
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IS0/IEC 20000 Foundation eLearning Program
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Course Overview
The Foundation Certificate for ISO/IEC 20000 is your introduction to the international standard for IT Service Management, this program is supplementary to the ITIL® Foundation Certificate in IT Service Management and together they become the required background for professionals working for an ISO/IEC 20000 certified IT service provider or a provider wishing to meet this standard in the future. This program also looks at the role of ISO 9000 in Service Quality Management.
ISO/IEC 20000 will become a basic requirement for IT Service providers and is fast becoming the most recognized symbol of quality regarding IT Service Management processes. The Art of Service is pleased to be able to present the Foundation Certificate in Service Quality Management to assist IT professionals master and understand the standard itself and issues relating to earning actual standards compliance.
Pre-requisite
There is no pre-requisite for this course. |
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Good afternoon everyone,
Unfortunately our hosting provider for www.theartofservice.org has recently experienced a major disruption on a number of internet servers. This was the cause of the site's recent downtime, during which users were unable to access the site. This extent of the outage also prevented a notification going out to all users communicating the situation and expected recovery timeframes.
Thankyou to everyone for their patience during the disruption. We are working with our provider to ensure we are in a better position for recovery and communication in the case that any future disruptions occur.
Kind regards,
The Art of Service |
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Hi everyone! It has been a busy start to the year, with already a number of new programs being added to The Art of Service's Elearning Portal. However we are now proud to announce that we have completed our overhaul of the V3 Foundation Elearning Porgram, with major changes including:
- updates to reflect revisions to the ITIL Foundation syllabus
- improved presentation templates and voiceovers
- Revision sections and PDF versions of important slides
The program is available now, so now is the perfect chance to make a start on your developing your knowledge for your IT Service Management career!
Tim Malone
ITSM Educator
The Art of Service Pty Ltd
Phone: 1300 13 4499
International: +61 (7) 3252 2055
Fax: (07) 33 196 172
Email: t.malone@artofservice.com.au
Web: http://theartofservice.com |
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Well it has been a busy time of year us here at The Art of Service, with many organizations squeezing in their training requirements before employees head home for the Christmas holidays. Thankyou to everyone who has participated in any of our online education programs. We will be closed from the 23rd of December until the 2nd of January 2008, but for any urgent matters please email service@theartofservice.com and we will endeavour to reply as soon as possible.
So best wishes to all for a safe and happy Christmas holidays and we will be back in touch early in the New Year. |
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Now that the dust is starting to settle after the ITIL V3 Refresh and the introduction of the Service Lifecycle as the basis for its approach, people are only now starting to see and actually understand the value of the V3 framework for a variety of reasons. While of course I may be a little biased given my profession as an ITSM educator, but many of the organizations that I have recently worked with also have come to recognize the value of their ITSM staff in developing an understanding about all the phases of the Service Lifecycle, rather than just the elements that are directly relevant to them in their day-to-day role. So as a result, I have decided to post my thoughts about each of the Service Lifecycle phases and their meaning to any ITSM professional over the next few weeks to communicate these ideas in a straight forward and understandable way.
So stay tuned next week for Engaging Service Strategy: Not just for the CIO! |
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I was instructing an ITIL Release & Control Practitioner program this week and was once again faced with a common complaint: "The Service Support book contradicts itself regarding the role of Change and Release Management in the building, testing and distribution of Changes"
Well yes, it perhaps is a topic that isn't clearly communicated in Version 2 of ITIL and as a result many organizations argue about the best way to implement these processes. A common viewpoint is that Release Management only focuses on the distribution of Changes and Change Management does the rest. Well I wish to disagree, but rather than arguing a point with "well that's the way it is in the book", I thought about some factors that would determine which process really should be doing the actual build, test and distribution of Changes.
- Would the role of Change Management in protecting the integrity of the IT infrastructure and minimizing the risk of failed Changes be comprimised if it was also responsible for the actual build, test and distribution of Changes? In a sense the ability of Change Management to remain unbiased and maintain an unprejudiced ability to approve, authorize and review Changes would be difficult if not impossible.
- Release Management, if it exists, should be responsbile for maintaining the development, test and live environment. Would it be a conflict of interest to have another process responsible for performing the activities required to build and test hardware and software Changes occuring within these environments?
- If the focus of Change Management is on protecting the integrity of the IT infrastructure and supporting functions for the business by assessing and authorizing Changes, would they also really be focussed on producing effective and efficient mechanisms for building, testing and distributing those Changes? This instead really should be the focus of a seperate process, in this case Release Management.
- Would all of this work coming under the responsibility of Change Management result in the process becoming a bottleneck for Business Changes and growth?
These are just a few ideas that for me indicate that the Change Management process should not be the process or functional group that is responsible for the actual build, test and distribution of software or hardware Changes. In my opinion Change Management instead plays a coordination role and in doing so remains impartial to the needs and desires of any one customer, IT function or ITIL process.
What are your thoughts about this topic? |
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The million dollar question of the week for those out there in the world of ITSM is: Would you only engage with External suppliers if they too have adopted the ITIL framework?
This was recently a topic discussed in a course run by the Art of Service that brought about many different opinions and perspectives. One of our resident bloggers (we do have a few) Michael Wedemeyer posted this question and received some interesting feedback:
http://theartofservice.com/Mamblog-Section/Michael-Wedemeyer/The-ITIL-debate-continues...html
Post your thoughts about how you can ensure that external suppliers don't become the weak link in the chain of your IT Service Delivery. |
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