December 2023

Time to celebrate - us! SERVIEW has won the German Education Award 2023/24 in the category "Continuing Education PM Certificates" and that makes us incredibly proud! The German Institute for Service Quality, together with the news channel ntv, collected over 33,000 customer opinions - with the result that we are one of the most popular training companies. That's great! Such a fantastic achievement goes hand in hand with teamwork, a fearless determination to constantly improve and an uncompromising passion for our job.

PRINCE2 7 has been on the market for a few months now. How has the new version got off to a good start and how has it been received?

Markus Bause: "The response to PRINCE2 7 has been excellent. Project management experts around the world are giving us very good feedback on the changes and additions. Over the past few weeks, I have had the pleasure and honor of exchanging ideas with many experts at the international PRINCE2 7 launch events. We were in London, Frankfurt, Bangalore, Sydney, Tokyo and Beijing. The unanimous opinion everywhere was that the changes and additions, such as sustainability, data and AI, precisely meet the current challenges in project management.

PRINCE2's strength has always been that it can be adapted to any size and type of project. This flexibility in particular has been greatly improved in the eyes of the experts. Furthermore, the integration of the topic of "people" into all areas of project management has been very well received.

I am also very pleased with the feedback from employees who are new to project management. The fact that PRINCE2 is now easier to understand linguistically helps enormously with acceptance in companies."

What developments can members of the ITIL community expect in 2024?

Markus Bause: "Last year was very much characterized by the introduction of the ITIL 4 Practice qualifications and the ITIL 4 Master. This is a success story: never before has a new ITIL qualification been accepted so quickly! This shows how important it is to provide support for the practical application of service management based on ITIL. The ITIL 4 Master has also been well received: We already have 10x more ITIL 4 Masters than was the case in ITIL v3.

With the introduction of the ITIL 4 Practice qualifications, the 15 most popular Practice Guides have been brought up to date. ITIL has a total of 34 practices. The 19 remaining practices are now also being revised by international experts and will be released in phases over the next few months. No training or certification is planned for them for the time being.

Furthermore, 2024 will be all about providing assistance for better adaptation of ITIL in practice. We are working on playbooks, official templates and many case studies that will be published throughout the year. The publications will be characterized by quality rather than quantity. Following the extremely successful launch of ITIL Foundation eLearning, we will also be introducing official eLearning courses for all ITIL qualifications next year - and for PRINCE2 too. This will enable users to get to grips with ITIL individually and flexibly.   

Last but not least: Following the successful launch of the ITIL 4 Accredited Tool Vendor Program, a new ITIL Accredited Consulting Partner Program will be launched in 2024. Background: To ensure that ITIL is implemented with the best possible results in the user organizations, three pillars are needed. The first is well-trained professionals. The second pillar is a suitable implementation of automation, transparency and visualization - this is where the tool manufacturers come into play. And in most cases, experts are needed to help with the adaptation and application of best practices. Consulting companies take on this role. We see ourselves not only as owners, but more as guardians of ITIL. It is therefore very important for us to influence all areas of this eco-system and ensure top quality. This is why, after the accredited training companies and the tool manufacturers, the third logical step follows - the accredited consulting companies."

You can read more about this in part 2 of our big interview in the January issue. If you subscribe to SERVIEW MAG, you will receive automatic notifications every time a new issue is published. If you haven't already done so, sign up now to receive every issue straight to your email inbox.

To the MAG application 

Last month, our two Managing Directors Michael and Marco and Sales Manager Sabine traveled to London to attend ITSMF23. At the invitation of PeopleCert, our management team were guests at the major service management conference in the UK. The program included first-class presentations from the industry, round table discussions, networking and face-to-face interactions. Thank you for the valuable exchange, the visit was definitely worth it!

Day-to-day IT business in the digital world is characterized by flexibility, speed and constantly changing requirements. As a modern framework for IT service organizations, ITIL provides clear approaches here: It offers proven best practices and processes to efficiently plan, provide, support and improve IT services.

• Service provision and support: ITIL helps to establish clear processes for the provision of new IT services and to optimize ongoing support. This includes, for example, incident handling, problem management, change management and release management.
• Customer service: ITIL makes it possible to view services from the customer's perspective and ensure that they meet the requirements and expectations of users. This can be done through service level management and the creation of service catalogs.
• Increased efficiency: The framework offers methods for analysing, optimizing and standardizing IT processes. This allows resources to be better utilized and costs to be reduced.
• Risk management: ITIL supports the identification and management of risks in the IT infrastructure. This helps to minimize downtimes and increase security.
• Continuous improvement: A central aspect of ITIL is the PDCA cycle (Plan-Do-Check-Act), which makes it possible to continuously review, improve and adapt processes.

Leadership and knowledge building as cornerstones

Two aspects are essential for the successful application and implementation of the ITIL framework in the IT industry. Firstly, successful IT service management requires real leadership: IT management with executives who want to drive change and modernization. And managers who want to build and establish modern and scalable organizational and service structures with vision and motivation. Employees must be given a central role in shaping and implementing these structures on their own responsibility. On the other hand, it requires the development of appropriate areas of knowledge relating to modern and agile IT service management. These branches of knowledge act as the basis for a solid and continuous design of the required structures in accordance with the ITIL framework.

Do you have further questions about the ITIL framework or its practical adaptation? Then please get in touch with us! Of course, you can also find out more directly at our various ITIL training courses for specialists and managers. Good luck with your next steps!

Discover ITIL 4 trainings

Hero or magician? Rebel or protector? Brands that tell a story and touch their customers with words and images are particularly successful. This is achieved with the twelve archetypes - identification figures with emotional appeal that really bring brands to life. In our new series of topics, we will be introducing you to one of the twelve archetypes in each MAG. Perhaps you recognize your company in them?

The ruler makes the start, and that is no coincidence - after all, he is a born leader. His motto: "Follow me, for I know the way!"

Visionary leadership:

Brands that belong to the ruler archetype like to lead the way and have a strong leadership personality. They often have a clear vision and set themselves ambitious goals, radiating self-confidence and authority.

Examples of well-known ruler brands are the companies Louis Vuitton, Rolex, Mercedes Benz and Hugo Boss - in the case of the latter, the ruler personality can already be found in the company name. They all see themselves as leaders in their respective fields and convey a certain status of power.

Building authority and trust:

Herrscher brands like to be in control and demonstrate responsibility and commitment to their customers. They value quality, reliability and customer satisfaction. The pursuit of excellence and influence helps to create a strong brand image. They communicate with authority and persuasiveness. Ruler brands aim to lead customers and bring order to their lives.

Challenges:

However, the ruler archetype also poses challenges. An excessive urge for control can lead to the brand being perceived as too authoritarian or distant. It is important to find a balance between authority and accessibility in order to build a strong but also emotional brand.

What is the archetype behind your IT brand?

Find out - with archetypal brand positioning from UnitedCreation! In the workshop, agency head Andreas Lehnert introduces you to the archetype model, locates your brand between the different poles and works with you to identify your archetype. Both the values of your company and the character traits of your brand translated from these play a role here. You will also be provided with methods for bringing your archetype to life in your company.

Yes, I want my brand to shine