TMCnews Featured Article
January 07, 2011
ITIL Certification Training Provider ITSM Academy Celebrates Sixth Year with RCCSP
By Brendan B. Read, Senior Contributing Editor
One of the most mission-critical areas for training is IT support. I once toured what my hosts billed as the “ultimate help desk:” at an underground NORAD aerospace defense installation where the reps made sure the hardware and software that watched the skies for threats were kept in working order.
Central to effective IT support is ITIL certification, following training on its processes. Employing ITIL enables quick, consistent effective and efficient problem resolution, but only in the certified hands of support reps.
Recognized ITIL certification training provider ITSM Academy, a full service provider of IT Service Management education and advice, is now celebrating its sixth year as a member of the RCCSP Professional Education Alliance, providing just that to IT professionals.
RCCSP has recommended ITSM Academy’s (News - Alert) ITIL certification training and events to its vast customer base of IT support professionals for five consecutive years, incorporating ITSM Academy course schedules into the RCCSP Alliance meta-catalog of endorsed courses. The Alliance structure permits member companies to selectively include other Alliance members’ training and certification courses in their own schedules, expanding services to their customers.
And just as IT help desk are now being trained in other areas, such as in customer-facing organizations customer service and cross-selling and upselling, there is similar cross-discipline offerings in training. In 2009 ITSM Academy did just that by adding Call Center Manager Certification, an Alliance member certification course, to the ITSM Academy course catalogue.
A complete listing of dates, locations and ITIL Training and Certifications can be found here: http://www.the-resource-center.com/catalogs/certifications_itil.htm. Dates and locations for the Call Center Manager Certification Course can be found here: http://www.the-resource-center.com/SEMINARS/hd2-6.HTM.
RCCSP is always seeking out new alliance partners that can offer dependable and recurring open-enrollment classroom training courses. Training providers interested in joining the RCCSP Professional Education Alliance should visit http://www.the-resource-center.com/contact_us.htm.
“RCCSP has been an excellent partner for us through the years,” said Lisa Schwartz, ITSM Academy co-founder and Chief Operating Officer. “They are dedicated and hardworking, and are always striving to make the best fit for their learners.”
“Cross-marketing amongst RCCSP Professional Educational Alliance companies can be expected,”says Nina Kawalek, CEO for RCCSP. “These certification products, ITIL for IT and Call Center Manager for the contact center, are both based on process frameworks. ITIL’s holistic process framework transforms an IT department from product developer to service provider. The Call Center Manager Certification is based on the RCCSP Call Resolution Process Model, a framework that transforms the call center’s activity from responsive dialogue to process-based construction of a service product. If a service provider offers certification training to one side of a client’s organization, it’s logical that they would want to respond to the needs of other departments where possible.”
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Patrick Barnard
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