I recently delivered a Managing Across the Lifecycle class to a group of students in Northern California. The Managing Across the Lifecycle class is presently the capstone class in the ITIL certification program. When students have secured enough credits in the ITIL certification scheme, complete the Managing Across the Lifecycle class, and successfully pass the exam that’s given in conjunction with the class, they earn the ITIL Expert credential.

Which of the following BEST describes a Problem?

I am throwing a surprise birthday party for a coworker and friend. We are very much alike in the way we are with people. Direct, upfront. No one ever wonders what we think of people as we tell people directly.

I can speak for myself that I know I come across as… how can I put it…. abrupt or even mean. But in my defense I would much rather people be that way with me. My directness has intimidated many people, including my own family. Ironically, they were always intimidated by my directness, but how can people work out their differences if only one person puts it out on the table and for doing so is seen as aggressive?

The ITIL 2011 refresh introduced a significant new appendix to the Service Strategy book titled Appendix C: Service Strategy and the Cloud.

This appendix is significant in that it clearly defines various types of cloud services and the types of clouds in use, as well as different aspects of cloud services. This post will focus on how this appendix describes the various aspects of cloud services.

Which of the following is not a component of the Close Project or Phase process?

Saying no stinks. When you have to make a decision on a project that stops a stakeholder from seeing their new requirement from happening it is hard to do. It is even harder when you have to end a project because it is a bad business decision.

I think everyone can agree that, at present, the best way to move something from one place to another is not to carry it or lift it to great heights, but rather roll the object on wheels (represented in business as business units). Of course this might change with the advent of teleportation or some other principal that we have not even conceptualized, but for now we have rolling objects on wheels.

I attended this show a couple of years ago with Hank Marquis. He was presenting for us, so I was at the booth alone most of the time. I didn’t schedule extra help in the booth this time because I was fine before. The first night the exhibits were open from 6 until 8pm, and Chuck Hernandez drove in from Tampa to be with me. Thank goodness, because we were slammed in those 2 hours!

The purpose of the Change Advisory Board is BEST described by which of the following statements?

For most folks, their high school years were either the most blissful of their lives or so painful and angst-filled that they’re still haunted by them. Depending on your teenage experiences, you may have already noticed, or chosen to ignore, that most workplaces are like high school all over again.

Doesn’t the company Christmas party sometimes come off more like a pep rally? Do you ever catch yourself ducking the executive suite like it’s the principal’s office? Do you have this inherent department pride when compared to some other random department — like it’s seniors versus juniors?