Pultorak & Associates, Ltd. ITIL, MOF, Service Management

The official mandate for change for the ITIL V3 edition specified that the update would be focused on correction, clarification, and rationalization across the content and its structure; no new concepts were to be introduced.  This is not what occurred with ITIL 2011 Edition; despite the mandate, major changes were introduced.

The itsm portal has a good article on these changes http://www.itsmportal.com/news/updated-itil-pocket-guide-now-covers-all-itil-foundation.  See the links also for the other articles parts 1-4.

Pultorak & Associates offers an ITIL 2011 Edition bridging course, which is an awareness course that gives you and your team a chance to review the changes with ITIL 2011 Edition.  To find out more, contact info@pultorak.com.

In addition to the updated itil pocket guide, the updated itil foundation study guide, written by Pultorak & Associates, contains examples for each key concept designed to make the principles clear and memorable.  See http://www.vanharenpublishing.com/959/9789087538941/epub-passing-the-itil-foundation-exam-2011-edition or https://shop.pultorak.com to order.

Problem management is one of the “big three” processes of most direct concern to the Help Desk, namely Incident, Problem, and Service Request management.  In this session, Jon Nelson covers the Problem Management process and how the Help Desk function plays a role in it, including the relationship between incidents and problems and how they connect in practice. This interactive session will cover twelve key topics in problem management that require decisions and action in organizations:

• The value of Problem Management
• Problem Record Fields
• Known Error Record Fields
• Proactive Problem Management
• Coding Structure
• Review and Audit
• Tooling matters
• Integration with Incident Management
• Roles and Responsibilities
• Techniques
• Metrics
• Management Reports

Location:  LiquidHub, 500 E. Swedesford Rd, Suite 300, Wayne,  PA 19087

 Date:  Wednesday,  March 14, 2012

Time:  Noon to 4:00 PM (ET)  Lunch Provided!

Agenda:

• 12:00 pm       Registration
• 12:15 pm       Networking, Lunch provided
•   1:00      pm   LogMeIn – Diamond Chapter Sponsor Introduction
•   1:10      pm   Keynote -   Jon Nelson – Pultorak & Associates,      Ltd.
•  2:45      pm  Break , Wrap Up
•  3:00  pm       Tour LiquidHub’s Operations Performance Center

Registration is FREE to HDI members and guests are welcome!

Please Join us! Click here to register.

This book helps people prepare for the ITIL® 2011 Edition Foundation qualification exam. It contains direct links to all syllabus and specifies the terms and definitions required. In addition it gives sample questions for practice both within the text and also a number of the official exams questions in the back. The content of this book is based on the ITIL® 2011 Edition core guidance and APMG’s ITIL Foundation Certificate syllabus edition 2011. Written by David Pultorak, Jon Nelson, and Vincent Pultorak of Pultorak & Associates, and reviewed by other professionals this unique work provides clear and concise guidance for all those seeking to achieve success at the ITIL Foundation Level. Covering:

• A clear and concise explanation of the exam structure;

• Key text for the exams;

• Sample exam questions and sample answers and

• Hints and Tips and practical examples

You can order the book here: http://www.vanharen-library.net/passingtheitilfoundationexam2011editionenglishversion-p1058.html?osCsid=7dheu3bsu2hn38fakrfe40t3a7

September 30, 2011, Philadelphia, PA

Jon Nelson, Managing Director of the Philadelphia office of Pultorak & Associates (http://shop.pultorak.com), and David Pultorak, Founder and Chief Executive, will be exhibiting at the 11th Annual HDI Vendor Fair & Luncheon on Friday, October 21, 2011 8AM to 5PM at Harrah’s in Chester, PA.

Jon and David will be showcasing Pultorak & Associates’ ITIL® implementation and training, including Pultorak’s all-new ITIL 2011 Edition courses, and full line of quality, accredited ITIL courses including cost-effective CBTs used in over 50 countries with excellent pass rates. Example: ITIL Foundations CBT $154; ITIL Expert bundle $2,256; includes CBTs and examination vouchers for each course above Foundation required to achieve Expert certification; compare to traditional classroom courses at five times the cost!

Come have a look at the courseware, and get access to exhibition specials only available on the floor of the exhibit hall of this event. Jon and David will also be available to answer questions about Pultorak’s Acceleres division (http://www.acceleres.com), which is the experience leader in implementation and training for Microsoft System Center Service Manager.

If you are unhappy with your current ITSM system or are looking for ways to cut costs, you will want to discuss this product with Jon and David, as they can provide an overview, and detail the forthcoming 2012 version of the product, due out in the first half of 2012.

David will be signing copies of his new book, “System Center Service Manager: Unleashed!” (SAMS 2011) and a raffle will be held for one of these books, as well as a reserved copy of Jon’s forthcoming book, “ITIL Foundation, 2011 Edition: A Study Guide” (Van Haren 2012). Pultorak’s Partner, EasyVista, will also be exhibiting, so come and see their compelling software as a service ITSM offering, you will be glad you did.

Register today at http://hdiphilly.org/.

The message below is from the Cabinet Office.

To formalize the move of the Best Management Practice portfolio from the Office of Government Commerce*, the related trademarks and crown copyright have now been transferred to the Cabinet Office. The portfolio of guidance continues to be supported through the existing commercial arrangements for services in publishing and accreditation of qualification, training and consultancy services. The Best Management Practice brand entity is not affected as part of this move.

The Cabinet Office wishes to minimize the pressure on the community to initiate any changes required due to this transfer. As such, there will be long lead times to help the community update their associated materials and communication channels. Further guidance and updates will be provided over the summer to confirm the actions required and provide time for the community to plan accordingly. No action is required at this time.

* The Office of Government Commerce (OGC), former owner of Best Management Practice, has been the custodian of the portfolio on behalf of Her Majesty’s Government (HMG) since 2000. In June 2010 the Minister for the Cabinet Office announced a reorganization of some Government activities and confirmed that the Best Management Practice functions have moved into Cabinet Office, part of HM Government.

Attached is the updated ITIL® Qualification Scheme Diagrams that reflect the withdrawal of ITIL® V2 and bridging qualifications on 30 June 2011. The changes also include addition of the new Service Manager route to ITIL® Expert.This includes a change to the ITIL® Qualification Scheme diagrams which have undergone some amendments to remove the V2 qualifications and any V3 references.

The ITIL^® 2011 updates to the 2007 edition ITIL publications release date is 29 July 2011, and include the following ITIL 2011 editions:

• ITIL Service Lifecycle Suite
• Service Strategy
• ITIL Service Design
• ITIL Service Transition
• ITIL Service Operation
• ITIL Continual Service Improvement

The updated publications are designed to be easier to read and understand, relate more clearly to one another and to correct issues to provide more clarity, consistency, correctness and completeness.

Existing certificate holders do not need to recertify. New syllabi and examinations based on the 2011 Edition publications will be available 8 August 2011. Pultorak and Associates is committed to providing updated training materials as the new syllabi and examinations are introduced. The most impacted course and examination is the ITIL Service Strategy Intermediate, as this is where much of the focus for the 2011 edition was focused. Examination candidates who are currently preparing to take the examination should take it now and not wait until the update has been published, since core ITIL process areas and principles will not change significantly, as the focus of the 2011 updates is on clarity and not on introducing new concepts. For information see the Frequently Asked Questions.

Microsoft has released a MOF Cloud video. This is similar messaging to what was in the BrightTalk webinar http://www.brighttalk.com/webcast/26121
but much shorter (4 minutes). The video helps you learn how to optimize their people, processes, and technologies to achieve smart, efficient service management of the cloud. In this brief video, senior program manager Betsy Norton-Middaugh discusses how to use Microsoft Operations Framework (MOF) 4.0 to ease organizations’ migrations to the cloud. Check out the video on TechNet Edge, and learn more about MOF 4.0 here.

IT Business Management: Solutions from SAP – A Pocket Guide

IT Business Management: Solutions from SAP – A Pocket Guide

ISBN: 978 90 8753 6206

sample file

This title outlines SAP’s view on best-run IT and help you achieve an unique level of integration between business process and IT capability

Everyone working with the System Center product suite has most likely read one of the “Unleashed” books. In many forums they have been described as a technical ”bible.” We are pleased to announce there will be a new “bible” for Service Manager 2010! Service Manager, the long-awaited third major component of Microsoft’s System Center suite, addresses the “Supporting” quadrant of the MOF process model. System Center Service Manager 2010 Unleashed will provide in-depth reference and technical information about Microsoft System Center Service Manager 2010, as well as information on other products and technologies on which its features and components are dependent. The content uses an end-to-end feature implementation perspective, facilitating more optimized deployments by covering related topics in a stepwise order for a given feature area. The book begins with an overview, moves into planning, design, and implementation, and then covers the most important and significant feature sets of the product – of interest to SCSM administrators worldwide. Authors are Kerrie Meyler, Alexandre Verkinderen, Anders Bengtsson, David Pultorak, and Patrik Sundqvist. Also contributing are Travis Wright, Kurt Van Hoecke, and Maarten Goet. Here are some of the topics we plan to cover: Service Manager Basics Service Manager 2010 Overview MOF & ITIL (Why You Care) Looking Inside Service Manager Designing Service Manager Planning Complex Configurations Installing Service Manager 2010 Using the Service Manager Console Connecting to Operations Manager, Configuration Manager, and Active Directory Business Services Incident Management Problem Management Change Management IT Management – Governance, Risk Management, and Compliance Using the Self-Service Portal Notification Service Manager and Security Backup, Recovery, and Maintenance Customization Planning Customizing Workflows and Management Packs Reports, Dashboards, and Data Analysis Customizing the Data Warehouse and Reporting Service Manager and the Managed Service Provider Partner Solutions Service Manager 2010 Unleashed will be published by Sams Publishing, joining the existing System Center series with Unleashed books on Operations Manager and Configuration Manager. The book will incorporate Service Manager 2010 SP1 as well as enhancements in an anticipated R2 release in 2011. I’m very proud to be working on this book and I would like to thank Kerrie Meyler for asking me to join the project.