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Hi All, Hope you are well. I have just launched a FREE online ITIL Foundation Quiz, it's primarily designed for those preparing to take the ITIL Foundation course/exam, and also for those who are about to take ITIL Intermediate training who need to brush up on their basic ITIL knowledge prior to attending the course. Of course, you can just take it for fun...... http://itsm-itil.groupsite.com/javascripts/tinymce-3.0.7/plugins/emotions/img/smiley-smile.gif Every time you access the quiz, 40 random questions will be selected from our question bank, so you can take it over and over again. I will also be loading new questions on a daily basis to keep it fresh. If you have any ideas for questions then please feel free to contribute. I would love to hear any constructive feedback that you may have. Thank you for taking the time to read this. If you think that this could be useful to you then please follow the link https://purplegriffon.com/quizzes

I'm currently working through the FITS framework, and I'm wondering what other people have done for Change Management. What solutions have people chosen? I've already chosen RT for our helpdesk, to be used for Incident and Problem Management, including the RTFM system for the knowledgebase, but I'm a bit stumped as to change management - most of the open source packages available seem to be really immature. Any thoughts or suggestions? Or am I going to have to go to my boss with cap in hand?

We are looking to appoint an experienced, highly service-oriented individual to lead the support and ongoing delivery of the IT service for all schools in the West Essex Hub of our Multi-Academy Trust, based off the M11, approx. 30 minutes from Central London. The successful candidate will have demonstrable experience in providing senior level 1st and 2nd line support through an IT Service Desk, ideally working to KPIs and with a solid understanding of ITIL principles. The role will line manage a small team of staff working across several sites and involve supporting the Trust Technical Lead with the implementation of technical infrastructure and cloud networking projects. In addition to a strong focus on high quality service, candidates must demonstrate a logical and organised approach to planning and excellent communication skills. Full details on this position can be found at Vacancies - Burnt Mill Academy Trust

I'm planning to create a monthly report to share with the IT Director but now I'm struggling with providing them with information that they care about. I also have many sources of information that I want to include. So I wonder what fellow Experts are doing in this regard ? Capacity Management ? What does your management/executive team care about? Backup reports? Antivirus statistics? I want to give them information that's simple enough for them to see what we need to give attention to IT-wise. Please share what has worked for you here. Thanks

Hi All, Can anyone share your success story regarding ITIL in your work place and how does it affect your daily life as IT professional ? I'm interested in getting ITILv3 foundation certification and so far I've been through some of the books like: Amazon.com: ITIL V3 Foundation Complete Certification Kit - 2009 Edition: Study Guide Book and Online Course (9781921573606): Tim Malone, Ivanka Menken, Gerard Blokdijk: Books Amazon.com: How to Develop, Implement and Enforce ITIL V3's best practices (9780980513660): Claire Engle, Jackie Brewster, Gerard Blokdijk: Books I wonder how does one implement ITIL when you're not the Top level management ? should this course taken by the IT manager level rather than a techie ? any comments will be greatly appreciated. Thanks.

Looking at a few jobs and the higher up you go the move they are asking for ITIL. Does anyone have any experience or vendors who they have done the course / training with as want to get this done and added to the CV soon as!! Is it majorly hard and indepth? Is a full course required or would a good read of a book be sufficient? Thanks

One of the most unique schools you will ever work in. An ethos of staff wellbeing runs through their core, highly informal and supportive to students and staff alike. This independent school, in easy to get to North Hampstead suburbs, is the perfect place to continue your career with support from above and below in a well financed and staffed IT team. As well as the commensurate salary you will have 26 days leave + bank holidays, a great independent school pension as well as free lunches during term time. Free local parking or walkable from Northern Line Hampstead Branch. Working closely with the Director of ICT Operations, you will assist in delivering ICT services to 850 combined users, contributing to the IT Strategy, undertake day to day management of ICT, AV and Service Desk infrastructure, direct 3 highly experienced technicians, deputising for the IT Director as required and having a voice in how the department is run. You will need some experience of running an IT helpdesk, ideally in education including running reports and managing process’ and support in line with ITIL practices. Also have some of the following: A mix of monitoring service levels; providing reports and analysis in regards to the service desk; website support, iPad, Jamf and apple school manager maintenance and support; as well as other MDM’s; and having technical knowledge of Hyper-V, AD, DNS and SCCM. I know the team well as have placed most of them and some have stayed for many years Let me know asap if you are interested in the contacts below Will

Kia Ora Colleagues I am conducting research about IT Technical Support in Schools and have put together a survey questionnaire with a focus on FITS - the Framework in ICT Technical Support. Your experience and views on this topic are really important and I invite you to complete this survey, which should only take about ten minutes of your time. https://adobeformscentral.com/?f=5rZLqkCE0VgMdZPXDXTSXA Please share this link with other colleagues who may be interested. Many thanks in advance 'edutec' Ginette Van Praag DFRAG Ltd New Zealand

Hi All, I’d like to know if anyone can enjoy the benefits of understanding ITIL v3, in some of the Job advertisement for a system administrator and support engineer I read that some of them required the candidate to have ITILv3 certification? So far my understanding is that ITIL is for management people not for the technical staff since it is talk about high level guideline only not a specific way to do things or best practice of what should be implemented. Can anyone please shed some light or share your story in implementing ITIL in your workplace ? Thanks.

Any ITIL experts out there - I'm a rusty on the details! We use progresso and few months back they announced they would be introducing the ITIL framework to help with their customer support. The situation I am in is that 'Cases' (perhaps should be called incidents) that I have logged after agreeing there is a 'Problem' and passing it on to their development team. The issue I have is I have no way of tracking the problem going forwards. Can someone remind me what the process should be that keeps me as a customer in the loop and what part of the ITIL framework covers this?

IT Regional Service Delivery Manager (Midlands) SP 38 – 42 (£32,778 - £36,571) per annum + Car Allowance + Expenses + Local Government Pension Oasis Community Learning is one of the largest and fastest growing multi-Academy sponsors in England. Our mission is to create and sustain a network of excellent learning communities where pupils can realise their full potential. We are seeking to recruit a Regional Service Delivery Manager to work in our Midlands region. With nearly 100 dedicated IT professionals with a range of specialisms, Oasis IT Services operate a sector leading IT service across over 50 locations utilising enterprise technology deployed via a private national wide area network. Our solution is built on the latest Microsoft and Cisco Technology providing a dynamic and robust IT environment for our internal clients. The successful applicant will work as part of the National IT Services Team, leading the ICT support across the Midlands to Oasis Community Learning's portfolio of Academies, with day to day management of a regional team of engineers. As well as playing a key role as a member of the wider regional services team, this person will work as part of the national service managers group, shaping IT policy and decision making across the Oasis Family. The successful candidate will have previous management experience, good understanding of ITIL best practices and a strong technical background in Microsoft technologies, possess the ability to write clear, accurate technical/process documents and be extremely customer focused. Proven knowledge of DPM, SharePoint, IIS, WSUS, Group Policy, Hyper-v and Server 2008/2012 would be advantageous. As the successful candidate will be required to travel between local academy sites in the Midlands, region providing support and advice, it is essential that you own your own car and hold a valid, full, clean UK/EU driving license. As part of the package, we offer: · comprehensive a Continuous Professional Development (CPD) including industry certified accreditation · a Local Government pension scheme · a generous holiday allowance (25 days + bank holidays, rising to 30 days after two years’ service). · a supportive and professional working environment with the opportunity to travel to other sites and build experience. We are committed to making a difference to the lives of the communities we work in and as such you must show a willingness to demonstrate commitment to the values and behaviors which flow from the Oasis Ethos. To apply for the position, please send your completed application form, to: [email protected] by no later than 11am, Wednesday 21st October. Interviews will take place on Monday 26th October. If you have any questions or require any further information, please contact the OCL Recruitment Team on 020 7921 4226 / [email protected]. We are committed to safeguarding and promoting the welfare of children and young people. All staff will be subject to appropriate checks, including enhanced DBS checks and referencing. Oasis Community Learning supports Equal Opportunities Employment. Oasis Community Learning is a company limited by Guarantee registered in England and Wales no. 5398529 and is an exempt charity under the terms of the Charities Act 1993 and 2006. Regional Service Delivery Manager - Midlands JDPS.pdf Support Staff Application Form.pdf EO Monitoring Form.pdf