Does PeopleCert have a process that accommodates people with visual impairment to take exams?

Yes, PeopleCert can accommodate special allowances and make reasonable adjustments to the examination process. The first thing a candidate with a visual impairment needs to do is to  submit a medical documentation that confirms the nature of disability and specific requirements for assessment.  This way PeopleCert has it on record… Read More

The Difference Between ‘Practices’ and ‘Processes’

By Doug Tedder   Among the new concepts introduced in ITIL 4 are “practices”.   A practice is defined as “a set of organizational resources designed for performing work or accomplishing an objective.”[1]  But don’t confuse a “practice” with a “process”.  Why? Many ITSM implementations based upon ITIL have been overly… Read More

Can ITIL®4 Fix Your Broken Change Management Process?

By Doug Tedder Is your change management process broken? If your answer is “yes”, you’re not alone. In my experience, many organizations are dealing with a broken change management process.   What’s broken?  Typically, it’s one or more of the following: Many organizations don’t follow ITIL guidance of obtaining authorization… Read More

How Do Service Strategy & ITSM Strategy Differ?

In ITIL V3, a service strategy is specific to services themselves e.g., what service will be delivered to meet customer needs.  It is part of the overall IT strategy.  In comparison, the ITSM Strategy defines how the services are managed.  Remember there is an organizational strategy that defines the purpose and… Read More

5 Things ITIL 4 Makes Very Clear

By Doug Tedder   The long-anticipated release of the ITIL 4 Foundation volume has garnered a lot of attention.  It’s been eight years since the last release of ITIL®[1]. This latest iteration of ITIL still has many concepts that will be familiar to long-time service management practitioners, but also incorporates… Read More

Is MALC Valuable Now That ITIL 4 Is Out?

Yes, there is information provided in the MALC class that we believe will be invaluable to you as you launch into ITIL 4.  Here are 3 key things MALC brings to the party: MALC focuses on the interfaces between the 26 processes (integration of the best practices). MALC offers a… Read More

Will ITIL 4 Solve the Biggest Challenge of ITIL’s Past?

The release of the ITIL® 4 Foundation volume in February 2019 has generated a lot of industry buzz.  This long-awaited update, announced in the fall of 2017, is the first revision to the popular IT Service Management (ITSM) framework in nearly eight years. ITIL 4 contains many concepts that will be… Read More