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Many of my fellow freelance instructors love the convenience of teaching via an online modality (Webex, NetMeeting, Elluminate, etc.). Online classes mean that instructors can teach from their home offices, and students can take the class from anyplace with a ‘net connection. On the surface, it sounds great. Nobody pays for travel, and the instructor gets to wear . . . I just heard today that my book, ITIL V3 Foundation Exam Video Mentor, should be on bookstore shelves by Black Friday (Nov 26), just in time for holiday shopping. If you pre-ordered it from Pearson, there’s a good chance you’ll receive it before then. If you’re interested in the online version only, that should be available earlier than Nov. . . . Pretend you’re a Service Desk Manager and you have to choose between two people to hire: Candidate #1 is technically very sharp and experienced, but they come across as superior and condescending during support calls. They resolve a lot of tickets on the first shot. Candidate #2 is kind, bright, on-the-ball, listens well, is patient, and sees each issue . . . |
Service Desk: 10 Tips for Transformation  Click the image, and watch the archived version. Runs 47 minutes.
Balancing Demand & Capacity Management  Click the image, and watch the archived version. Runs 47 minutes. |
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