1.  What is ITIL?

ITIL stands for IT Infrastructure Library which is a collection of books that outline best practices for managing IT using a holistic approach which incorporates people, process, technology and information.

2.  What is ITSM?

ITSM stands for IT Service Management.  ITSM has the objective of aligning IT services to the needs of the business and the business' customers.  Additionally, ITSM strives to improve the quality of services that IT provisions.  Finally, ITSM aims to reduce long term costs.

3. Are custom classes available from TakeAway Knowledge Consulting Services, LLC?

Absolutely!  In fact, TakeAway KCS makes a point of customizing the standard training offerings by first understanding the client’s immediate goals and objectives.  Next, TakeAway KCS tailors each class module to fit in with the class demographics.  For example, if an organization is in need of a get well plan for their Help Desk (aka Service Desk in ITIL parlance), TakeAway KCS facilitators will deliver the information with an emphasis on relationships to the Service Desk, how the processes will improve Service Desk and implementation gotcha's.

4.  Should the Chief Technology or Information Officer attend ITIL training?

Yes, by attending the Foundation course with other IT staffers, the senior executive sends out a strong message that articulates their commitment to achieving improvements through IT Service Management based on the good practices found in ITIL.   Other times, the executive may attend a shorter ITIL class that is devoid of the in-depth explanations of process management.  Instead, an executive briefing that lasts one day is presented.  This prepares the executive to understand the cultural challenges and the new vocabulary along with anticipated benefits and problems associated with an ITSM program.

5.  Is the training material and TakeAway instructors accredited? 

TakeAway KCS utilizes both accredited and non-accredited materials.  Our instructors have opted out of the accreditation process and instead demonstrate their knowledge through a recognized certification program that is currently governed by the APM Group.

6.  Does TakeAway Knowledge Consulting Services perform ITIL process implementations?

 Not necessarily.  TakeAway KCS focuses on the education and assessment of organizations.  This frees us to take a truly unbiased view of our client's existing capabilities without being motivated to sell a larger engagement.  However, we recognize and respect our client's wishes and should our client's desire be such that they would like TakeAway KCS to manage and direct a full lifecycle project, we will happily provide advisory services along with any staff augmentation that may be needed to accomplish the objectives of the ITSM plan.