Comments for Ivanka Menken http://ivankamenken.wordpress.com A Woman on a Mission in the Business of IT Service Management Mon, 09 Nov 2009 02:25:35 +0000 http://wordpress.com/ hourly 1 Comment on Why Social Media is important for ITIL and ITSM practitioners by Russ http://ivankamenken.wordpress.com/2009/11/09/why-social-media-is-important-for-itil-and-itsm-practitioners/#comment-209 Russ Mon, 09 Nov 2009 02:25:35 +0000 http://ivankamenken.wordpress.com/?p=482#comment-209 Re Wave: I hope it proves useful. It does look very interesting. As always the devil will be in the details. Even after 5-10 years I'm still seeing enough problems with effectively using email/web as communication channels for support that I sometimes vacillate between: 1. let's blow it all up and just start from scratch with something new and 2. let's not introduce anything new until we get this mess figured out. Neither of which is the right answer, I know. Or is it? ; ) I'm especially interested in E2.0 and Social Media integration with respect to service & support delivery. We need end-to-end solutions or we're just asking for more trouble -- internally and for customers. Will be very interested to hear of any trials you have with Wave. Thanks again, Russ Re Wave: I hope it proves useful. It does look very interesting. As always the devil will be in the details. Even after 5-10 years I’m still seeing enough problems with effectively using email/web as communication channels for support that I sometimes vacillate between: 1. let’s blow it all up and just start from scratch with something new and 2. let’s not introduce anything new until we get this mess figured out.

Neither of which is the right answer, I know.

Or is it? ; )

I’m especially interested in E2.0 and Social Media integration with respect to service & support delivery. We need end-to-end solutions or we’re just asking for more trouble — internally and for customers.

Will be very interested to hear of any trials you have with Wave.

Thanks again,
Russ

]]> Comment on Why Social Media is important for ITIL and ITSM practitioners by ivankamenken http://ivankamenken.wordpress.com/2009/11/09/why-social-media-is-important-for-itil-and-itsm-practitioners/#comment-208 ivankamenken Mon, 09 Nov 2009 02:05:28 +0000 http://ivankamenken.wordpress.com/?p=482#comment-208 Twitter stream for CAB meetings?!?! Wow - you are a brave person! (and no - I would not want to subscribe to that feed either). We already receive incidents and service request by SMS, pages for availability and capacity threshold issues.. so I am sure we can leverage the social media opportunities for this benefit. Personally, I am very interested to see what (and how) Google Wave might impact on our clients support communication... Twitter stream for CAB meetings?!?! Wow – you are a brave person! (and no – I would not want to subscribe to that feed either).

We already receive incidents and service request by SMS, pages for availability and capacity threshold issues.. so I am sure we can leverage the social media opportunities for this benefit.

Personally, I am very interested to see what (and how) Google Wave might impact on our clients support communication…

]]> Comment on Why Social Media is important for ITIL and ITSM practitioners by Russ http://ivankamenken.wordpress.com/2009/11/09/why-social-media-is-important-for-itil-and-itsm-practitioners/#comment-207 Russ Mon, 09 Nov 2009 01:43:12 +0000 http://ivankamenken.wordpress.com/?p=482#comment-207 Hi Ivanka, Seems you're truly on top of leveraging SM goodness to serve your clients. Great tips for any business -- ITSM or otherwise. I wonder about Social Media as a facilitator(or not) of ITSM processes/functions themselves. If, at the core, these are collaboration and communication tools(IMHO) then it would obviously seem to have a place somewhere. A related area, Enterprise 2.0(E20), especially. We obviously have incidents and service requests being reported this way. Maybe event monitoring tools tweeting? Or twit-streaming CAB meetings? Hmmm...ok, so I might not subscribe to that feed ; ) But will be interesting to see how SM and E20 permeate ITSM. Thanks! Russ Seattle, WA http://www.twitter.com/russhatfield Hi Ivanka,

Seems you’re truly on top of leveraging SM goodness to serve your clients. Great tips for any business — ITSM or otherwise.

I wonder about Social Media as a facilitator(or not) of ITSM processes/functions themselves. If, at the core, these are collaboration and communication tools(IMHO) then it would obviously seem to have a place somewhere. A related area, Enterprise 2.0(E20), especially.

We obviously have incidents and service requests being reported this way. Maybe event monitoring tools tweeting? Or twit-streaming CAB meetings? Hmmm…ok, so I might not subscribe to that feed ; )

But will be interesting to see how SM and E20 permeate ITSM.

Thanks!
Russ
Seattle, WA
http://www.twitter.com/russhatfield

]]> Comment on Can I do ITIL V3 Intermediate as self study, or do I have to attend a class? by ivankamenken http://ivankamenken.wordpress.com/2009/05/05/can-i-do-itil-v3-intermediate-as-self-study-or-do-i-have-to-attend-a-class/#comment-205 ivankamenken Mon, 26 Oct 2009 05:15:19 +0000 http://ivankamenken.wordpress.com/?p=355#comment-205 You can not sit any ITIL exam without going through an accredited training organisation. The only <strong>exception </strong><em>to this rule is the Foundation exam where self study is allowed. You can even register for the exam without doing any study what so ever! HOWEVER, The Art of Service is fully accredited for all our ITIL offerings, both in the ITIL V2 and ITIL V3 framework. The accreditation also includes our eLearning programs. Therefore you can enrol in our eLearning programs and satisfy the requirement of going through an accredited course in order to sit your ITIL V3 exams. There are two main type of programs in the ITIL V3 Intermediate level and although they are different , they both count for the credits needed to achieve your ITIL Expert Certificate: There are 2 type of programs in the Intermediate section - one pathway is build around Roles & Responsibilities. These programs are called the Capability Modules. There are 4 modules in total and you receive 4 credit points for each certificate. - the other pathway is build around the core volumes (the books). The programs are called the Lifecycle Modules. There are 5 modules, as there are 5 books and you receive 3 credit points for each certificate. Regards, Ivanka You can not sit any ITIL exam without going through an accredited training organisation. The only exception to this rule is the Foundation exam where self study is allowed. You can even register for the exam without doing any study what so ever!

HOWEVER, The Art of Service is fully accredited for all our ITIL offerings, both in the ITIL V2 and ITIL V3 framework. The accreditation also includes our eLearning programs.

Therefore you can enrol in our eLearning programs and satisfy the requirement of going through an accredited course in order to sit your ITIL V3 exams.

There are two main type of programs in the ITIL V3 Intermediate level and although they are different , they both count for the credits needed to achieve your ITIL Expert Certificate:

There are 2 type of programs in the Intermediate section
- one pathway is build around Roles & Responsibilities. These programs are called the Capability Modules. There are 4 modules in total and you receive 4 credit points for each certificate.

- the other pathway is build around the core volumes (the books). The programs are called the Lifecycle Modules. There are 5 modules, as there are 5 books and you receive 3 credit points for each certificate.

Regards,
Ivanka

]]> Comment on Can I do ITIL V3 Intermediate as self study, or do I have to attend a class? by Shahid http://ivankamenken.wordpress.com/2009/05/05/can-i-do-itil-v3-intermediate-as-self-study-or-do-i-have-to-attend-a-class/#comment-204 Shahid Mon, 26 Oct 2009 04:55:06 +0000 http://ivankamenken.wordpress.com/?p=355#comment-204 If it is not necessary to attend the classroom training then, I think it certainly should be possible to pass by doing a self study. If it is not necessary to attend the classroom training then, I think it certainly should be possible to pass by doing a self study.

]]> Comment on The secret of success: structure and discipline! (ITIL/ITSM people – are you listening?!) by Peter Johnson http://ivankamenken.wordpress.com/2009/10/19/the-secret-of-success-structure-and-discipline-itilitsm-people-are-you-listening/#comment-203 Peter Johnson Tue, 20 Oct 2009 08:20:08 +0000 http://ivankamenken.wordpress.com/?p=470#comment-203 You are of course correct. I think we both are. There's a fabulous paper I read recently where the author talks of the 'tyranny of freedom', in which he argues that too much choice is limiting. Although a further point to consider is that one needs to be careful about exactly whose structure and disipline is being imposed. It may not be the best one for the business. That's why a little latitude is a good defence against organisational tyranny... I enjoy reading your insightful blogs. You are of course correct. I think we both are. There’s a fabulous paper I read recently where the author talks of the ‘tyranny of freedom’, in which he argues that too much choice is limiting. Although a further point to consider is that one needs to be careful about exactly whose structure and disipline is being imposed. It may not be the best one for the business. That’s why a little latitude is a good defence against organisational tyranny…

I enjoy reading your insightful blogs.

]]> Comment on The secret of success: structure and discipline! (ITIL/ITSM people – are you listening?!) by ivankamenken http://ivankamenken.wordpress.com/2009/10/19/the-secret-of-success-structure-and-discipline-itilitsm-people-are-you-listening/#comment-202 ivankamenken Mon, 19 Oct 2009 19:38:26 +0000 http://ivankamenken.wordpress.com/?p=470#comment-202 Thank you - and yes, you are right, you can overdo it as well. This will lead to the complete inability to move and breathe like a living organism and the company will struggle. HOWEVER, I personally think that a lot of companies are still very far removed from that situation and has a long way to go before we get there. Also - the need for structure and discipline is situational like you mention: when you do a free flowing brainstorming session you need that lack of structure and discipline to get the 'creative juices' flowing. But one can argue that this is the structure needed for that specific activity... Thank you – and yes, you are right, you can overdo it as well. This will lead to the complete inability to move and breathe like a living organism and the company will struggle.

HOWEVER,
I personally think that a lot of companies are still very far removed from that situation and has a long way to go before we get there.
Also – the need for structure and discipline is situational like you mention: when you do a free flowing brainstorming session you need that lack of structure and discipline to get the ‘creative juices’ flowing. But one can argue that this is the structure needed for that specific activity…

]]> Comment on The secret of success: structure and discipline! (ITIL/ITSM people – are you listening?!) by Peter Johnson http://ivankamenken.wordpress.com/2009/10/19/the-secret-of-success-structure-and-discipline-itilitsm-people-are-you-listening/#comment-201 Peter Johnson Mon, 19 Oct 2009 10:59:42 +0000 http://ivankamenken.wordpress.com/?p=470#comment-201 Nice post Ivanka, and some of this line of reasoning is backed up by the masses of empirical evidence supporting goal-setting theory (aim for a goal, and better performance results). Although I would also argue that structure & discipline specifically may be very useful in some contexts but not others. It may be that the best organisations know when "going off on tangents" can be of huge value (for example in turbulent environments or when innovating). As an entrepreneur you may have seen a paper by Lumpkin et al (2009) discussing entreprenurial orientation and how in these circumstances autonomy (and that of the strategic kind) is highly beneficial. There are some examples that I can give to show that organisation who O/D on structure and discipline performed worse than those who didn't. Alas, time and space prevents this... Nice post Ivanka, and some of this line of reasoning is backed up by the masses of empirical evidence supporting goal-setting theory (aim for a goal, and better performance results). Although I would also argue that structure & discipline specifically may be very useful in some contexts but not others. It may be that the best organisations know when “going off on tangents” can be of huge value (for example in turbulent environments or when innovating). As an entrepreneur you may have seen a paper by Lumpkin et al (2009) discussing entreprenurial orientation and how in these circumstances autonomy (and that of the strategic kind) is highly beneficial.
There are some examples that I can give to show that organisation who O/D on structure and discipline performed worse than those who didn’t. Alas, time and space prevents this…

]]> Comment on Design your life – what ITIL/ITSM practitioners can learn from entrepreneurs by Christopher M Dancy http://ivankamenken.wordpress.com/2009/10/10/design-your-life-what-itilitsm-practitioners-can-learn-from-entrepreneurs/#comment-199 Christopher M Dancy Sat, 10 Oct 2009 00:44:56 +0000 http://ivankamenken.wordpress.com/?p=451#comment-199 Ivanka, I could not agree with you more and I'm going to not hold back how I feel. I often miss the days of the late 90's and early 2000. Conference were about sharing and software was innovation. Even the speakers were different. Practitioners have become professional kool-aid drinking, CIO cat nipping, buzz term dropping, bull shit artist in the last 8 years. At the same time the conference have gone from interesting-engaging to fun - wtf - BUY MY SHIT, CAUSE I KNOW A BUNCH OF WORDS. After spending the 90's on a desk, managing a desk, then working my way through the industry machine, it makes me miss the "real" people. Our ITSM figure heads are nothing but talking heads with case studies and white papers. I love Rob England (The IT Skeptic), he inspires me to question the machine. Unfortunately the machine is killing its people and its self. I will miss you itSMF, ITSM. I am afraid ITIL has killed "customer service", the very thing MY HELP DESK was about. For those people who SWEAR ITIL has saved us....well tell that to the 90% of business in the US with under 100 employees and who can't reach for your brass ring of FUD. Chris Ivanka,

I could not agree with you more and I’m going to not hold back how I feel. I often miss the days of the late 90’s and early 2000. Conference were about sharing and software was innovation. Even the speakers were different.

Practitioners have become professional kool-aid drinking, CIO cat nipping, buzz term dropping, bull shit artist in the last 8 years.

At the same time the conference have gone from interesting-engaging to fun – wtf – BUY MY SHIT, CAUSE I KNOW A BUNCH OF WORDS.

After spending the 90’s on a desk, managing a desk, then working my way through the industry machine, it makes me miss the “real” people.

Our ITSM figure heads are nothing but talking heads with case studies and white papers.

I love Rob England (The IT Skeptic), he inspires me to question the machine.

Unfortunately the machine is killing its people and its self.

I will miss you itSMF, ITSM. I am afraid ITIL has killed “customer service”, the very thing MY HELP DESK was about.

For those people who SWEAR ITIL has saved us….well tell that to the 90% of business in the US with under 100 employees and who can’t reach for your brass ring of FUD.

Chris

]]> Comment on I just passed my ITIL V3 Foundation exam – which ITIL V3 Intermediate path to I choose now? by ivankamenken http://ivankamenken.wordpress.com/2009/05/04/i-just-passed-my-itil-v3-foundation-exam-which-itil-v3-intermediate-path-to-i-choose-now/#comment-198 ivankamenken Sat, 10 Oct 2009 00:41:12 +0000 http://ivankamenken.wordpress.com/?p=350#comment-198 Hi Dave - yes I know and I am not suggesting that everybody must follow a single path. However, we looked at a number of pathway options and it becomes quite tricky when you want to do the 'mix-and-match' option as you can't do the same content twice. For example: when you've done the RCV Capability Program you can't do the Service Transition as you will basically cover most of the same content and APMG doesn't recognize the credits towards ITIL Expert certification. I personally find the Capability pathway a great option for most practitioners as they usually seem to enjoy the more practical / role based approach more. Consultants and Managers on the other hand seem to be drawn to the Lifecycle modules as they need to know the full details of the theory and benefit from purchasing the OGC books as required study materials (as they will use it later as a reference guide). And don't forget that most Career driven IT Professionals want to achieve the certificate to improve their careers and resume, and they usually have to pay for it out of their own pocket. So the ROI for them is in enrolling in our eLearning Capability Pathway. It takes them to ITIL Expert via accredited and quality Intermediate programs through online eLearning delivery. Put yourself in their shoes... it sounds good to me, wouldn't you agree? Hi Dave –
yes I know and I am not suggesting that everybody must follow a single path.
However, we looked at a number of pathway options and it becomes quite tricky when you want to do the ‘mix-and-match’ option as you can’t do the same content twice. For example: when you’ve done the RCV Capability Program you can’t do the Service Transition as you will basically cover most of the same content and APMG doesn’t recognize the credits towards ITIL Expert certification.

I personally find the Capability pathway a great option for most practitioners as they usually seem to enjoy the more practical / role based approach more. Consultants and Managers on the other hand seem to be drawn to the Lifecycle modules as they need to know the full details of the theory and benefit from purchasing the OGC books as required study materials (as they will use it later as a reference guide).

And don’t forget that most Career driven IT Professionals want to achieve the certificate to improve their careers and resume, and they usually have to pay for it out of their own pocket. So the ROI for them is in enrolling in our eLearning Capability Pathway. It takes them to ITIL Expert via accredited and quality Intermediate programs through online eLearning delivery. Put yourself in their shoes… it sounds good to me, wouldn’t you agree?

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