Service Management Definitions - ITSM Academy Webinar

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1) ITSM Academy provides ITIL training and certification. It has trained over 15,000 students since 2003 and is an accredited education provider. 2) The document discusses how defining terms and concepts is important for consistency, repeatability, and standardization, similar to how spelling is fundamental to communication. 3) It recommends organizations adopt ITIL terminology and frameworks, but also adapt them by defining their own purpose and rules, and developing a conceptual frame of reference for terms based on their usage and context.

Technology Business

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SERVICE MANAGEMENT
IT Runs on Definitions

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About ITSM Academy
Certified Woman Owned Business
Accredited ITSM Education Provider
ITIL® Foundation / V3 Bridge
ITIL® V2 Practitioner & V3 Capability
Service Manager / V3 Bridge
ISO/IEC 20000 Certifications
Practical Workshops
PMI Global Registered Education Provider
Public Training Centers in Fort Lauderdale and Dallas
Corporate on-site classes
Over 15,000 learners trained since 2003
2007 - Awarded Federal Government Schedule Contract
(GSA) allowing ITSM Academy to become a premier
provider of ITSM education to the US Government

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The National Spelling Bee
What’s the big deal about spelling?
How do those kids spell so well?
Is there an alternate pronunciation?
Can I have the definition?
What is the language of origin?
What part of speech is the word?
Can you use it in a sentence?
Spelling is about fundamental,
definitional approaches and
techniques and so is ITIL®

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The Word-Chanllenge
Consistency
Taking a consistent approach to defining and
framing ITIL® terminology
Repeatability
Having the terms and concepts ‘stick’
Standardization
Having a set of rules by which we operate

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Adopt and Adapt
Take this idea to heart
Define your purpose and your rules
Begin with the basic definitions
provided in ITIL®
This includes glossary terms, processes and
functions
Build a Conceptual Frame based on
your organization and usage
Communicate both the term and the
Frame

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Defining your Purpose
Why do we exist?
Allows you to be business, customer, service
centric
What do we do?
Allows you to be IT, technology, and project
centric
What you do enables and supports
why you exist
First define why you exist, then you can
examine what you do

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Defining your Rules
In addition to ITIL®, which frameworks fit
your definition of your purpose?
Six Sigma: Improvement definition
CMMI: Application excellence definition
PMBOK: Output excellence definition
MOF: Microsoft definition

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Definition of a Definition
Term
The word itself (e.g. Service)
Definition
Dictionary definition
Context
Conceptual frame in which the word is used
that provides full understanding and usage of
the word

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Conceptual Framing
What is a Conceptual Frame?
A mental ‘word-picture’ that links a
term and the concept
“Name It and Frame It”
Changing the context of a word to
change the mental ‘word-picture’
associated to the word
Example: Problem
Mr. Webster’s Dictionary: negative
connotation (an issue)
ITIL®: Proactive connotation (Root
cause and fix)

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Applying the Frame
Service
Ability to…
Configuration Item
Tangible aspect of a service
Event
Something is fishy in Denmark
Architecture
Blueprint

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Applying the Frame (continued)
Process
Not just a flowchart
Inputs, Outputs, Triggers, Roles, Resources and
Activities
Procedure
Insert Tab A into Slot B
Role
A hard day’s work for a hard day’s pay

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Communication the Frame
Begin thinking and living the
terminology
Begin using the terminology in polite
company
Ensure everyone is using the
terminology and using it correctly
Take time to stop and correct misuses
(but do it in a nice, mentoring way)
See the change in your company DNA

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Want to Learn More?
Now available
ITIL® V3 Foundation / Bridge
ITIL V3 Capability - RCV
ITIL® V3 Service Manager Bridge
ITIL® V3 books
ISO/IEC 20000 (ISO 20K) Foundation
Certified Process Design Engineer (CPDE)SM
Coming soon
ITIL® V3 Capability, Lifecycle,
Managing Across the Lifecycle
ISO 20K Professional Level Modules
MOF 4.0 Essentials

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ITIL® V3 Certification Scheme

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Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place. Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects. Here’s what you’ll gain: - Essentials of FME Parameters: Understand the pivotal role of parameters, including Reader/Writer, Transformer, User, and FME Flow categories. Discover how they are the key to unlocking automation and optimization within your workflows. - Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy. - Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency. - Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity. We’ll wrap up with a glimpse into future webinars, followed by a Q&A session to address your specific questions surrounding this topic. Don’t miss this opportunity to elevate your FME expertise and drive your projects to new heights of efficiency.

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Service Management Definitions - ITSM Academy Webinar

2. © ITSM Academy 0806 2 About ITSM Academy Certified Woman Owned Business Accredited ITSM Education Provider ITIL® Foundation / V3 Bridge ITIL® V2 Practitioner & V3 Capability Service Manager / V3 Bridge ISO/IEC 20000 Certifications Practical Workshops PMI Global Registered Education Provider Public Training Centers in Fort Lauderdale and Dallas Corporate on-site classes Over 15,000 learners trained since 2003 2007 - Awarded Federal Government Schedule Contract (GSA) allowing ITSM Academy to become a premier provider of ITSM education to the US Government

3. © ITSM Academy 0806 3 The National Spelling Bee What’s the big deal about spelling? How do those kids spell so well? Is there an alternate pronunciation? Can I have the definition? What is the language of origin? What part of speech is the word? Can you use it in a sentence? Spelling is about fundamental, definitional approaches and techniques and so is ITIL®

4. © ITSM Academy 0806 4 The Word-Chanllenge Consistency Taking a consistent approach to defining and framing ITIL® terminology Repeatability Having the terms and concepts ‘stick’ Standardization Having a set of rules by which we operate

5. © ITSM Academy 0806 5 Adopt and Adapt Take this idea to heart Define your purpose and your rules Begin with the basic definitions provided in ITIL® This includes glossary terms, processes and functions Build a Conceptual Frame based on your organization and usage Communicate both the term and the Frame

6. © ITSM Academy 0806 6 Defining your Purpose Why do we exist? Allows you to be business, customer, service centric What do we do? Allows you to be IT, technology, and project centric What you do enables and supports why you exist First define why you exist, then you can examine what you do

7. © ITSM Academy 0806 7 Defining your Rules In addition to ITIL®, which frameworks fit your definition of your purpose? Six Sigma: Improvement definition CMMI: Application excellence definition PMBOK: Output excellence definition MOF: Microsoft definition

8. © ITSM Academy 0806 8 Definition of a Definition Term The word itself (e.g. Service) Definition Dictionary definition Context Conceptual frame in which the word is used that provides full understanding and usage of the word

9. © ITSM Academy 0806 9 Conceptual Framing What is a Conceptual Frame? A mental ‘word-picture’ that links a term and the concept “Name It and Frame It” Changing the context of a word to change the mental ‘word-picture’ associated to the word Example: Problem Mr. Webster’s Dictionary: negative connotation (an issue) ITIL®: Proactive connotation (Root cause and fix)

10. © ITSM Academy 0806 10 Applying the Frame Service Ability to… Configuration Item Tangible aspect of a service Event Something is fishy in Denmark Architecture Blueprint

11. © ITSM Academy 0806 11 Applying the Frame (continued) Process Not just a flowchart Inputs, Outputs, Triggers, Roles, Resources and Activities Procedure Insert Tab A into Slot B Role A hard day’s work for a hard day’s pay

12. © ITSM Academy 0806 12 Communication the Frame Begin thinking and living the terminology Begin using the terminology in polite company Ensure everyone is using the terminology and using it correctly Take time to stop and correct misuses (but do it in a nice, mentoring way) See the change in your company DNA

13. © ITSM Academy 0806 13 Want to Learn More? Now available ITIL® V3 Foundation / Bridge ITIL V3 Capability - RCV ITIL® V3 Service Manager Bridge ITIL® V3 books ISO/IEC 20000 (ISO 20K) Foundation Certified Process Design Engineer (CPDE)SM Coming soon ITIL® V3 Capability, Lifecycle, Managing Across the Lifecycle ISO 20K Professional Level Modules MOF 4.0 Essentials

Service Management Definitions - ITSM Academy Webinar

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