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AXELOS introduces ITIL Practitioner qualification
AXELOS has announced a new ITIL Practitioner qualification, described as “the most significant evolution in the ITIL best practice framework” since the organisation became its owner. ITIL Practitioner is being developed to help organisations and individuals increase the value they obtain from using ITIL, says AXELOS, by offering additional practical guidance to adopt and adapt the framework to support the business. It will be the next step after ITIL Foundation for professionals who have already learned the basics of ITSM and the business value of well-designed and delivered services.
Addressing the demand from ITSM practitioners and organisations of all sizes worldwide, the first ITIL Practitioner exam will be available globally by the end of 2015 and will equip ITSM professionals with added practical guidance to help them leverage ITIL in line with their organisations’ business goals.
ITIL Practitioner will focus on:
Kaimar Karu, Head of ITSM at AXELOS, explained: “ITIL is the overarching framework that brings together all the good practice in ITSM, globally. Traditionally, ITIL has focused on the ‘what’ and the ‘why’, leaving it to the practitioners to apply the guidance in their specific organisational context and find the best ways for the ‘how’ of adopt and adapt. As good practices appear, evolve and grow, the need for more practical guidance on the ‘how’ has increased significantly.
“The numerous case studies demonstrating how ITIL’s guidance has helped organisations to succeed, our own experiences and that of practitioners worldwide have highlighted several key challenges for a successful improvement journey. ITIL Practitioner is being developed collaboratively with seasoned professionals worldwide to address these challenges.”
FireScope announces acquisition of Pangea Systems
FireScope Inc., the leader in aligning customers’ technology performance to their business and customer experiences, has announced its acquisition of Pangea Systems, a leader in ITSM consultancy and process innovation.
“This acquisition was a logical next step to the highly successful partnership that has already existed between FireScope and Pangea Systems over the past year,” said Leanne Porter, newly appointed CEO of FireScope, Inc. “Both teams have already been working tightly to deliver considerable value to our joint customers, so the transition to a single organisation will be seamless for our customers. This also lets us focus our combined talents to find new ways of helping IT measure and communicate the value it generates for the business.”
With the integration of the Pangea Systems team, FireScope will be offering an enriched menu of services, support and account management capabilities that will enable current and future customers to maximise the return on their FireScope investments. Additionally, says the company, FireScope’s partner network will be able to leverage highly experienced ITSM experts and process innovators to enhance their own FireScope solution offerings.
St Andrews tops global university rankings for IT services
St Andrews University has become the first university in the world to gain a four-star service desk certificate from SDI.
The university IT department went from ‘failing’ to a top service thanks to a new CIO “sorting out the basics” of infrastructure and a big improvement in the relationship with staff and students,” according to IT business relationship manager Pauline Brown. “I suppose it goes back to 2010, when we appointed a CIO [Steve Watt]. He was brought in because IT was seen as failing, not delivering what the staff and students needed. They would do their own IT without telling us, they’d lost confidence in us,” Brown said in an interview with Computerworld UK.
The university asked the Service Desk Institute (SDI) to come and audit its IT team in December 2012. The audit assesses leadership, strategy, people management, processes, resources, satisfaction internally and externally and performance results. The 90-strong IT team supports about 8,000 students and 2,000 staff and has an annual budget of £10 million.
The SDI awarded St Andrews two stars in 2012, three in 2013 and four stars in 2014.
FrontRange and Lumension merge to create HEAT Software
FrontRange and Lumension, leading providers of Hybrid Service Management and Unified Endpoint Management software solutions, have announced that the companies will merge to create HEAT Software.
HEAT Software will be led by industry veteran Jonathan Temple as CEO, and the new company will feature a blended management team with senior executives from both companies. The combined company, which will have more than 350 employees serving its global customer base, will be headquartered in Milpitas, CA in the USA and will maintain operations in Scottsdale, Arizona.
Managing millions of service interactions and endpoints every day for organisations around the world, HEAT Software has the scale and ability to serve enterprises across all geographies and verticals, says the company. The combination of the two companies offers customers the ability to deliver world-class service while maximising operational efficiencies with reduced cost and complexity. Additionally, the platform offers enhanced capabilities in the management of endpoint operations, security and compliance.
Fruition Partners becomes first and only ServiceNow Master Solutions Partner in both Europe and USA
Fruition Partners, a leading provider of technology-enabled solutions for the Service Management sector, has become one of the first UK companies to achieve the ServiceNow® Master Solutions Partner designation. Fruition Partners is now the only ServiceNow partner to earn this top status in both Europe and the US, where it has been a Master Solutions Partner since January 2014. As a result, Fruition Partners continues to reinforce its global position as one of the leading ServiceNow solution providers.
The ServiceNow Master Solutions Partner status designation recognises Fruition Partners’ investment in training, certification programmes, and achievement of consistently high customer satisfaction ratings in providing high-quality ServiceNow implementations.
The designation also entitles Fruition Partners UK access to additional ServiceNow tools and resources, enabling the company to accelerate service management engagements across a range of functions, from IT to human resources and facilities management.
“As a business dedicated to delivering ServiceNow solutions, Fruition Partners in Europe and the US has demonstrated strong commitment to our shared customers, coupled with innovative product expertise and the ability to understand and support the most complex organisational environments,” said Tom Moore, vice president of partners and service providers, ServiceNow.