Ivanka Menken

WOW – what a week it has been! I have been a busy little bee… teaching a new course in a country where I don’t speak the language is one of those experiences that you don’t get every day! As a person and as an IT Service Management Professional you can’t help but learn and grow through experiences like this.

It was amazing – a whole group of ITSM consultants, Tool implementers, Pre-sales support specialists and 2nd line support people. It was an amazing mix of database experts, infrastructure specialists, application managers and of course… ME!

What I really enjoy about this ITIL V3 Intermediate OSA program over the ITIL V2 Practitioner course IPSR is the fact that you get to talk about process interfaces between Service Operation lifecycle and the other lifecycles… we had some GREAT discussions about the link between Access Management, Information Security Management and Availability Management. I also very much enjoyed debating the benefits of recording CI information in the CMDB to support the Service Desk when most of your (hardware) infrastructure is outsourced… received some fantastic insights from the database expert in the group about how you could manage this without bogging down the IT group in storing too much detail, so that the IT organisation receives the correct amount and type of information to be able to make EDUCATED decisions on service outages, incidents etc. … all with the objective of supporting the business processes to the best of our abilities!

And the icing on the cake was the fact that all students passed their exam! 100% passrate… WOOHOO.  The Art of Service has always maintained a 100% passrate for the ITIL V2 Practitioner courses but it is great to see that we continue this into the ITIL V3 Intermediate programs!

Can’t wait for the next one….. After I spend the entire weekend sleeping, because I only realise today how tired I am after such an achievement.