ITIL Intermediate training gets creative

photo of members of a class

The class (L to R): Sean Deaver, Athan Gillette, Haynes Chewning, Michael Buchmann, Kaven Moodley, Trisha Wilson, Dawn Francis-Chewning, Linda Mayes, Aaron Olsen, Brigitte Collier, Perry Eidson, Dawn Peek, Chang-Kwei Lin, Keith Long, and Dell Jackson.

The December 2014 5-day ITIL Intermediate Capability course, taught by Nicole McFarland, was an exercise in the application of ITIL knowledge. A departure from the lecture format of the foundational ITIL coursework offered by ITSMO, this class required twelve hours of outside study so that the students could do activities to apply their knowledge.

Some examples of activities could include creating a RACI matrix (authority matrix) or convincing a board why they should implement a process. In this specific class, the participants role-played to conduct root-cause analysis using Kepner Tregoe and Ishikawa Diagrams.

The pre-requisite for taking this ITIL Intermediate class was to pass the 3-day ITIL Foundation course. The December class graduated with an outstanding 94% pass rate (the industry rate is 78% for ITIL Capability courses). “Nicole is terrific,” reported one student in the evaluations. “Very smart and collegial…thumbs up!!”

Students in this class included: Amir Ali, Michael Buchmann, Haynes Chewning, Brigitte Collier, Sean Deaver, Perry Eidson, Dawn Francis-Chewning, Athan Gillette, Dell Jackson, Chang-Kwei Lin, Keith Long, Linda Mayes, Aaron Olsen, Dawn Peek, and Trisha Wilson.

Nicole McFarland is an accredited trainer through VMWare (ATO) who is accredited by PeopleCert (EI). She has been accredited since 2004 and became a trainer by demonstrating experience in the knowledge area, passing an exam and possessing facilitation experience.  To stay certified, trainers may undergo evaluation by the Accredited Training Organization and/or Exam Institute.

If you would like to learn more about ITIL training here at Emory, contact Nicole or check out the training schedule here:

This entry was posted in Projects and Processes and tagged , , . Bookmark the permalink. Post a comment or leave a trackback: Trackback URL.

One Comment

  1. WordPress › Error

    The site is experiencing technical difficulties.