I was a key player in cultural adoption of IT Service Management (ITSM) at Apollo Group. I became ITIL v2 & v3 Foundation certified and used that knowledge to design, develop, and facilitate an introduction to ITSM course, created job aids and led biweekly meetings to help illustrate the interdependence of the processes. I was part of the communication team, employee roundtable, and maintained ITIL and ITSM resources on our website.
Communication Examples
Designing Classroom Activities
For the Quick Activity listed in the image above, I used an icebreaker called Quick Change that is fun and effective. You can adapt the icebreaker to use with any type of change topic.
PowerPoint Deck for 4 Hour Workshop
ITSM-101-Essentials-Revised-08-10
Quick Reference Handout
ITSM Essentials-SummarySheet-061009
1 Hour Recorded Training
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