Tag Archives: ITIL Training Online

The Metric Tree

Consider a Service Desk that is posting excellent first-call response metrics for
hung router ports. However, the concurrent service metrics are showing customer
dissatisfaction with quality levels because of the frequency of the interruptions
caused by the malfunctioning routers. In this case, a combination of process and
component metrics would have given a more complete picture of the service’s

What ITIL Training method is Right for You?

The world of ITIL training & testing has changed quite a bit over the past two years. Today, one can be trained from Foundation thru Expert in an instructor led classroom, virtual classroom, online self-paced video or e-learning classroom or in a blended learning classroom that combines self-paced training with instructor-led review sessions. Exams can be taken onsite with a proctor, online with a web cam proctor or at an accredited testing center. These new multi-venue delivery and testing capabilities provide training coordinators with the ability to maximize the use of their ITSM training dollar while minimizing their travel cost and a student’s time out of the office. This multi-venue approach also provides the ability to accelerate ITSM adoption within an enterprise by enabling training coordinators to offer solutions that can be delivered anytime, anywhere. This newsletter is designed to help training coordinators understand each delivery method in detail so they in turn can use this new found knowledge to assist in the development of multi-venue training plan for individuals or an entire IT organization.