This week I have been taking the Operational Support and Analysis support ITIL capability module class from taruu.com. This class essentially covers Service Operation. Specifically, the main areas include event management, incident management, request fulfillment, problem management, access management, and the Service Operations functions such as the Service Desk. One of the neat things about the second-level classes is that they can focus more on how to apply ideas. The class is primarily exercise-focused rather than lecture-focused: for example, we roleplay how you would talk with a CEO about Service Management. The classes are almost as much about leadership and presentation as they are about the material. This is my second intermediate class (I took the ITIL v2 "Release and Control" practitioner class last year). So far in both classes I am surprised at how much I have learned. By that I mean that after a couple of years of understanding and presenting the fundamentals, I have forgotten the level of detail available in the ITIL guidance. I have told people that events can be informational, warnings, or exceptions, but hadn't thought before about the relationship between event management and Service Asset and Configuration Management (events can inform Service Asset and Configuration Management directly about CI status). This afternoon I take the test. Intermediate classes have an eight question multiple-choice exam. The ITIL qualification board uses Bloom's Taxonomy (link to knowledge management entry) to set learning objectives and is targeting "Application" and "Analysis" if not higher for the intermediate classes. Whew! Wish me luck on the test! :-) Individual site contributors are solely responsible for the content of this web site.
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