ITSM Academy Milestones
Explore selected ITSM Academy milestones going back to our origins in 2004, including ITIL and ITSM training achievements, course launches, accreditation milestones, DevOps and SRE portfolio growth, AIOps training, process design education, simulation-based learning, learner experience improvements, and virtual classroom innovation. About ITSM Academy
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ITSM Academy Builds Stand-Alone Workshop from Their Popular “I Am the Incident” Interactive Exercise
August 13, 2024: ITSM Academy expanded one of its most recognized classroom experiences into a dedicated stand-alone workshop focused on incident management collaboration, communication, and practical ITSM learning.
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ITSM Academy Adds AIOps Foundation to Training Offerings
June 3, 2024: ITSM Academy expanded its modern operations portfolio with AIOps Foundation training to help IT professionals understand AI-driven operations, automation, analytics, and improved decision-making.
ITSM Academy Adds Site Reliability Engineering Practitioner Course to Our Portfolio
April 18, 2022: ITSM Academy added SRE Practitioner training to help professionals improve service reliability, resilience, observability, incident response, and modern IT operations.
ITSM Academy Updates Certified Process Design Engineer Course
February 17, 2021: ITSM Academy refreshed its Certified Process Design Engineer course to emphasize process design, value streams, ITSM frameworks, and practical process improvement skills.
ITSM Academy Adds Essence of Experience (XLA) Course to Our Portfolio
December 9, 2020: ITSM Academy expanded its experience management offerings with Essence of Experience training focused on XLAs, Employee Experience, and human-centered service outcomes.
ITSM Academy Adds ITIL 4 Managing Professional Transition Course to Our Portfolio
July 22, 2019: ITSM Academy introduced ITIL 4 Managing Professional Transition training to help ITIL v3 certified professionals transition into the ITIL 4 certification scheme.
ITSM Academy Announces the Launch of ITSM For DevOps
April 9, 2018: ITSM Academy launched ITSM For DevOps, a non-certification course designed to help organizations modernize ITSM processes in support of Agile, DevOps, speed, control, and value flow.
DevOps Campus at ITSM Academy
January 10, 2017: ITSM Academy introduced DevOps Campus to support growing demand for DevOps, Agile ITSM, process design, simulations, and modern IT operating model training.
ITSM Academy Rolls Out New and Improved Learner Portal
September 7, 2016: ITSM Academy introduced an updated Learner Portal to extend the classroom experience, support virtual learning, provide class resources, and improve access before, during, and after training.
ITSM Academy Introduces GAME ON! An Interactive Learning Experience
May 9, 2013: ITSM Academy introduced GAME ON!, a game-based learning approach designed to improve learner engagement, retention, participation, and practical application in ITSM classrooms.
ITSM Academy Accredited by PEOPLECERT Group to Offer ITIL Training and Exams
September 2011: PEOPLECERT Group certified ITSM Academy as an ITIL Accredited Training Organization, expanding the Academy’s accredited ITIL training and examination options.
ITSM Academy Adds ITIL Managing Across the Lifecycle to Their Service Catalog
July 17, 2009: ITSM Academy added Managing Across the Lifecycle, completing its advanced ITIL training portfolio across the Lifecycle and Capability streams.
ITSM Academy Reveals New Virtual Classroom
June 25, 2009: ITSM Academy announced the opening of its Virtual Classroom, expanding access to live, instructor-led ITSM and ITIL training without requiring learner travel.
ITSM Academy First Training Provider to Offer Certified Process Design Engineer Courses
June 2, 2008: ITSM Academy announced it would begin delivering Certified Process Design Engineer courses, filling an important gap in practical process design and reengineering education.
ITSM Academy First to Achieve Certification on All Four ITIL Practitioner Clusters
January 11, 2008: ITSM Academy became the first company globally to achieve accreditation on all four ITIL Practitioner courses known as the Clusters.
ITSM Academy Unveils ITIL Version 3 Training Options
May 11, 2007: ITSM Academy announced its ITIL Version 3 training plans, helping learners and organizations prepare for the transition from ITIL Version 2 to ITIL Version 3.
ITSM Academy Adds the Apollo 13 Simulation to Service Catalog
August 8, 2006: ITSM Academy added the Apollo 13 Simulation, reinforcing its commitment to experiential ITSM learning, teamwork, service delivery, and practical ITIL application.
ITSM Academy Opens New Training Center in Fort Lauderdale
November 12, 2004: ITSM Academy opened a new interactive training center in Fort Lauderdale to support growing demand for instructor-led ITSM, ITIL, and MOF education throughout the Americas.
Boca Raton, FL – August 13, 2024 – ITSM Academy, a leader in IT Service Management (ITSM) and Enterprise Service Management (ESM) training, announced that its popular “I Am the Incident” interactive workshop is now available as a stand-alone simulation. The hands-on experience is designed to help IT professionals strengthen Incident management skills, improve collaboration, and minimize service disruption through practical, immersive learning.
The new stand-alone format delivers a focused six-hour workshop experience for organizations seeking to improve customer experience, elevate service delivery, and reinforce service management excellence. The course combines traditional instruction, experiential learning exercises, and guided post-activity discussions to help participants apply ITSM practices in realistic operational scenarios.
“Our goal with this stand-alone format is to make it easier for IT teams to experience the transformative power of immersive learning,” said Lisa Schwartz, Founder and CXO of ITSM Academy. “This simulation builds confidence and collaboration skills by allowing participants to practice and refine their response to real-time incidents. It’s not only about teaching incident management but also about fostering a resilient mindset that can handle the unexpected.”
“I Am the Incident” was originally developed by ITSM Academy in 2004 as a dynamic series of assignments for the organization’s ITIL v2 Foundation course. A refreshed version of the exercise is now incorporated into ITSM Academy’s ITIL 4 Foundation and ITIL Monitor, Support, and Fulfil courses to support practical understanding and application of modern IT service management practices. (Discover the origins of I am the Incident.)
The workshop is intended for teams and professionals seeking hands-on learning experiences that connect service management theory with practical operational execution.
Learn more about I Am the Incident →
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Boca Raton, FL – June 3, 2024 – ITSM Academy, a leading provider of IT Service Management training, announced the addition of the AIOps Foundation course to its extensive training catalog. This strategic addition reflects ITSM Academy’s commitment to providing educational opportunities that meet the evolving needs of IT professionals and organizations globally.
The AIOps Foundation course is designed to equip IT practitioners with the knowledge and skills needed to leverage Artificial Intelligence for IT Operations (AIOps). The course covers the principles, practices, and tools required to implement AIOps effectively, enabling organizations to enhance operational efficiency, reduce downtime, and improve decision-making through AI-driven insights.
“ITSM Academy is thrilled to expand our course offerings with the AIOps Foundation class,” said Lisa Schwartz, Founder and CXO of ITSM Academy and Co-Founder of DevOps Institute. “As the IT landscape continues to evolve, it’s essential that our training programs keep pace with these advancements. The integration of AIOps into our curriculum ensures that our students are prepared to meet the challenges and opportunities presented by the increasing complexity and automation of IT operations.”
The AIOps Foundation course is designed for a broad audience, including IT managers, DevOps engineers, system administrators, and anyone involved in IT operations. Participants gain a comprehensive understanding of how AIOps integrates with existing ITSM and DevOps practices, the benefits it brings, and how to implement AIOps strategies within their organizations.
Key Topics Covered
This course is always available for dedicated onsite delivery.
Boca Raton, FL – April 18, 2022 – ITSM Academy announced the addition of Site Reliability Engineering (SRE) Practitioner to its training catalog.
The SRE Practitioner certification is tailored for professionals focused on large-scale service scalability and reliability, modern IT leadership, and organizational change. This advanced certification helps candidates validate deeper application of the practices, methods, and tools used to advance site reliability engineering within their organizations.
The SRE Practitioner course introduces ways to economically and reliably scale services in an organization. It explores strategies to improve agility, cross-functional collaboration, and service transparency while building resiliency by design, automation, and closed-loop remediation.
This 24-hour course equips participants with practices, methods, and tools they can use to engage people across the organization through real-life scenarios and case stories. Participants leave with tangible takeaways, including implementing SRE models that fit their organizational context, building advanced observability in distributed systems, designing for resiliency, and improving incident response using SRE practices.
“Our clients have been deriving great value from our SRE Foundation course and have asked us to add the next DevOps Institute SRE certification course,” said Lisa Schwartz, Founder and CEO of ITSM Academy.
The course was developed by leveraging key SRE sources, engaging with thought leaders in the space, and working with organizations embracing SRE to extract real-life best practices. It is designed to teach the key principles and practices necessary for starting and advancing SRE adoption.
“According to DevOps Institute’s 2021 Upskilling report, nearly half of respondents voted SRE skills as must-have skills in the process and framework skills domain. And it makes sense. With the volume of change in today’s complex IT environment, organizations are vulnerable to outages and incidents,” continued Schwartz.
The training and certification instill candidates with practical, workplace-ready skills, including implementing SRE models that fit their organizational context, building advanced observability in distributed systems, building resiliency by design, and learning effective incident response using SRE practices.
The course culminates with an independent exam. Successfully passing the 90-minute exam, consisting of 40 multiple-choice questions, leads to the SRE Practitioner Certificate.
Boca Raton, FL – February 17, 2021 – ITSM Academy announced a new release of its Certified Process Design Engineer (CPDE) course, with public virtual classroom dates available.
The course has been refreshed to provide the latest guidance on ITSM frameworks and standards and to emphasize the relationship between value streams and processes. Both are important areas of focus in ITIL 4 and DevOps.
As always, the content is complemented by the experience and insights of ITSM Academy instructors, who bring the concepts to life and make them applicable to each organization’s needs.
“We call CPDE #Lisa’sFavoriteClass because it teaches what most courses do not: how to design, reengineer, and improve processes. Learners leave with practical skills they can immediately apply through the 10 Steps to Process Improvement,” said Lisa Schwartz, Founder and CXO of ITSM Academy.
Along with the course update, the CPDE exam was refreshed to make the format consistent with other foundation-level courses. The exam includes 40 multiple-choice questions, is 60 minutes in length, and requires a 65% passing score. The exam is open-book, unsupervised, and delivered via Gauge. Candidates receive one free retake if needed.
Great for individuals or teams, CPDE is one of ITSM Academy’s most popular classes. Alumni consistently share that they use the knowledge gained in this class daily.
Learn more about Certified Process Design Engineer →
ITSM Academy Adds Essence of Experience Course to Our Portfolio
Update: ITSM Academy originally announced this course in collaboration with XLACollab, founded by Alan Nance and Lisa Schwartz. XLACollab was later sold and is now known as XLA Institute. Alan’s vision and leadership helped shape the global conversation around Experience Management, XLAs, and the shift from IT-centric to human-centric service management. His impact continues through the work of the XLA community and the organizations applying these ideas today. Lisa continues to champion the work she and Alan set out to advance: helping organizations move from IT-centric service delivery to human-centered experiences that matter.
Boca Raton, FL – December 9, 2020 – ITSM Academy is pleased to announce the addition of the Essence of Experience course to its training portfolio. The course was accredited by XLACollab, the global thought leader in the enterprise-level art and science of experience.
Built on the innovative Experience Framework, the course helps organizations leverage their service management investments to create and sustain excellent employee experiences.
“There has been so much conversation about the importance of Employee Experience and the critical role that Experience Level Agreements, or XLAs, play. We were thrilled to offer this course during the first week it became available for delivery,” said Lisa Schwartz, Founder and CXO of ITSM Academy. “For 17 years, ITSM Academy has specialized in training that helps companies improve operations across Service Management. The addition of XLA training expanded our offerings to help customers create and deliver excellent Experience Management.”
Together with XLACollab, ITSM Academy helped alumni navigate the transition from IT-centric to human-centric service management.
Alan Nance, Co-Founder of XLACollab, described the value this way: “The best way for a business to improve its digital employee experience is to focus on Experience Management. Working together to create a valued and valuable employee experience that matters for the business is what we do best – combining what a company’s leadership knows well with what we know differently, to create experiences that are too good to be forgotten.”
ITSM Academy continues to support organizations seeking to improve employee experience, service management outcomes, and human-centered ways of working.
Boca Raton, FL – April 9, 2018 – ITSM Academy announced the development and release of its newest non-certification course: ITSM For DevOps.
The course was built by ITSM Academy’s internal team for the DevOps Institute global Registered Education Partner community. Designed as a drilldown course, ITSM For DevOps was offered as a complement to the DevOps Practitioner certification series courses.
ITSM For DevOps is a 16-hour course that describes how to accelerate and modernize ITSM processes in support of DevOps. ITSM processes can sometimes be perceived as heavy, bloated, or a constraint in the IT value stream, particularly in organizations adopting Agile and DevOps practices.
In this course, learners practice pragmatic approaches for streamlining and automating existing ITSM processes and for handling compliance as code. DevOps does not eliminate the need for controls, data, regulatory requirements, audits, risk management, or impact analysis. ITSM For DevOps introduces ways to achieve both speed and control while driving value across the IT value stream.
“ITSM Academy has been building courseware for 15 years, and I know this one is the best V.1R.0 we have ever released. It is a great marriage of our long history in ITSM, our five years focused on DevOps, and our future,” said Lisa Schwartz, Founder and CXO of ITSM Academy and Co-Founder of DevOps Institute. “I am truly so happy to have had the opportunity for us to develop this class, not just for ITSM Academy learners, but for the global DevOps community.”
Update: Lisa Schwartz and her DevOps Institute co-founders later sold DevOps Institute to PeopleCert. ITSM Academy continues to offer DevOps, Agile, SRE, process design, and modern service management training as part of its broader commitment to helping organizations improve how work flows, how teams collaborate, and how value is delivered.
Fort Lauderdale, FL – January 10, 2017 – ITSM Academy announced the launch of DevOps Campus at ITSM Academy.
DevOps Campus was created to support the growing demand for DevOps and Agile IT Service Management training. The initiative gave ITSM Academy a focused way to develop and offer a growing portfolio of DevOps, Agile ITSM, process design, simulation, and modern IT operating model courses.
“With the ever-growing interest in DevOps and Agile IT Service Management training, it made sense for us to stand up a campus inside of ITSM Academy. DevOps Campus allows us to laser focus on developing and offering the growing list of DevOps and Agile ITSM courses available,” said Lisa Schwartz, Founder and CXO of ITSM Academy and Co-Founder of DevOps Institute.
Courses Included Under DevOps Campus
Many of the courses included independent examinations and were accredited through DevOps Institute. The campus reflected ITSM Academy’s long-standing role in helping IT professionals connect service management, Agile, DevOps, process improvement, and value delivery.
ITSM Academy also continued to develop, deliver, and license its full portfolio of ITIL training while expanding practical education for DevOps, Agile ITSM, SRE, and process improvement.
Explore DevOps Training Courses →
Update: ITSM Academy’s Learner Portal continues to support learners across many roles, teams, and lines of business. As ITSM Academy approaches 10 years on this portal platform, it remains an important part of the Academy’s learner experience, providing clean, easy access to class resources with very little downtime experienced by learners.
Fort Lauderdale, FL – September 7, 2016 – ITSM Academy introduced an updated learning experience through its Learner Portal at my.itsmacademy.com.
The ITSM Academy team moved the Learner Portal to a new platform to improve the learner experience and extend the classroom environment. The portal provides access to online content, class tools, labs, assignments, and resources designed to further educate and inspire learners before, during, and after class.
Using the Learner Portal Helps
The goal of the Learner Portal is to provide an efficient and effective learning experience. Whether learners participate in a traditional classroom or join a virtual classroom, they have access to their learning portal. This blended learning strategy supports class preparation, active participation, post-class access, and the long-term sustainability of ITSM education.
Accelerated Learning
Multimedia Learning
Data-Driven Decisions
Critical, Action-Oriented Thinking
Supporting a Greener Learning Experience
Materials for virtual classes are provided as downloadable soft-copy files that can be viewed on a variety of devices. Learners may print hard copies in the format that best meets their needs and may use the files under ITSM Academy’s Terms of Use.
Fort Lauderdale, FL – May 9, 2013 – ITSM Academy, Inc. announced the release of its game-based learning tool, GAME ON! An Interactive Learning Experience.
GAME ON! is ITSM Academy’s game-based learning approach, introduced into both physical and virtual classrooms to make learning more engaging, interactive, and memorable.
“From our earliest days, play is a key aspect of learning. In fact, learning is the basis of every game – in order to progress, we must obtain knowledge about the system upon which it is built. Some of our most significant critical thinking, teamwork, strategic, and tactical skills are cultivated on the playground, chess board, basketball court, poker table, and video game console. Games are fun, improve retention, encourage healthy competition, and allow us to be part of the action instead of passive bystanders,” said Lisa Schwartz, Founder and CXO of ITSM Academy.
Game-based learning is designed to balance subject matter with gameplay and the learner’s ability to retain and apply the material to real-world situations. ITSM Academy’s games are based on familiar game show formats and are interspersed throughout courses to target specific learning objectives.
Initial response from learners was overwhelmingly enthusiastic. GAME ON! brought a more active learning experience into ITSM Academy classrooms by reinforcing examinable concepts in a fun, relaxed, and interactive way.
GAME ON! leverages two learning trends: gamification and bite-sized learning. While role-playing simulations help learners apply concepts in broader service management scenarios, ITSM Academy classroom games provide focused opportunities to reinforce key concepts tied to specific learning objectives.
This learning approach continues to reflect ITSM Academy’s commitment to practical, engaging, instructor-led education that helps learners retain knowledge and apply it with confidence.
Fort Lauderdale, FL – July 17, 2009 – ITSM Academy, Inc. announced the release of its newest ITIL course: Managing Across the Lifecycle (MALC).
The MALC certification completes the ITIL Lifecycle and Capability streams by focusing on the knowledge required to implement and manage the skills associated with the use of Lifecycle practices.
“This certification completes the Lifecycle and Capability streams by focusing on the ancillary knowledge required to implement and manage the necessary skills associated with the use of the Lifecycle practices,” said Lisa Schwartz, Founder and CXO of ITSM Academy. “As with all of our advanced ITIL courses, MALC has our unique virtualization – Living the Lifecycle – woven through it. This brings the processes and concepts to life for our learners.”
ITSM Academy delivered MALC through public training centers, corporate classrooms, and the company’s Courseware Licensing Program, expanding the reach of ITSM Academy courseware across the globe.
“We are delivering MALC in our public training centers, on the road in corporate classrooms, and through our Courseware Licensing Program, which means our classes are now being delivered across the globe,” continued Schwartz.
All instructors for this course meet or exceed APMG requirements and have completed ITSM Academy’s comprehensive Train-the-Trainer program.
September 2011 – PEOPLECERT Group announced the certification of ITSM Academy as an ITIL Accredited Training Organization.
As part of the accreditation, ITSM Academy is approved to offer the complete portfolio of ITIL programs. ITIL is one of the most widely adopted approaches for IT Service Management, providing a practical framework for identifying, planning, delivering, and supporting IT services to the business.
ITSM Academy is one of the leading full-service providers of IT Service Management education and advice, delivering flexible and sustainable ITIL, Process Design, CPDE, ISO/IEC 20000, ITSM, and MOF training.
ITSM Academy’s courseware is developed in-house by IT professionals, for IT professionals. Delivery options include public, corporate, and virtual classrooms, as well as the company’s Courseware Licensing Program.
“We are looking forward to working with the PEOPLECERT team. As the ITIL certification ecosystem continues to evolve, this accreditation gives ITSM Academy another way to expand our training catalog and continue supporting learners and organizations with trusted, accredited education,” said Lisa Schwartz, Founder and CXO of ITSM Academy.
“We are very pleased to include ITSM Academy among our ATOs. They have proven time again to be a high quality organization whom learners trust and continue to use as their primary training partner,” said Dimitris Nicolaides, PEOPLECERT’s Business Development Manager.
This accreditation marks an important milestone in ITSM Academy’s continued delivery of accredited ITIL and IT Service Management training for professionals and organizations.
ITSM Academy Reveals New Virtual Classrooms
Fort Lauderdale, FL – June 25, 2009 – ITSM Academy, a full-service provider of IT Service Management (ITSM) education and advice, announced the opening of its Virtual Classrooms.
The Virtual Classroom was developed after ITSM Academy explored virtual delivery on a small scale, tested tools, and delivered initial courses to a limited audience before rolling out the service more broadly.
“We started our exploration into the virtual world on a small scale. We looked at a few different tools, delivering first courses to our friends and family. Once the concept was proven, our Virtual Class team was able to roll this out as a seamless release,” said Lisa Schwartz, Founder and CXO of ITSM Academy. “Of course, utilizing the best practices which we teach helps our internal teams tremendously, particularly with introducing new products and services.”
ITSM Academy emphasized quality and learner experience throughout the rollout, choosing not to rush into virtual delivery despite economic pressure and growing demand for lower-cost training options.
“We are really pleased with the user experience in our Virtual Classroom, and the pass rates have been outstanding. With these economic times, it was tempting to rush into the virtual world, but we refused to compromise on quality. Now we are really comfortable that we are offering a full classroom experience, without the learners having to incur any travel costs,” stated Schwartz.
This milestone marked an important expansion of ITSM Academy’s ability to deliver live, instructor-led ITSM and ITIL training to learners beyond traditional physical classrooms.
Fort Lauderdale, FL – June 2, 2008 – ITSM Academy, Inc. announced it would begin delivering Certified Process Design Engineer (CPDE) courses in September 2008.
This five-day certification course converts the theory of process design into practical application by coupling prescriptive guidance with hands-on opportunities to analyze, design, measure, and integrate processes.
The Loyalist Certification Services examination is administered on the final day of class. Successful candidates earn the Certified Process Design Engineer designation and pin.
“As the knowledge obtained in this course applies to every Service Management framework, standard, and maturity model, CPDE fills an important gap in the ITSM education space,” said Lisa Schwartz, Founder and CXO of ITSM Academy. “While there are several process improvement frameworks such as ITIL, ISO/IEC 20000, MOF, CMMI, and COBIT, there is very little education available on how to actually design or reengineer the processes described in those frameworks. This hands-on certification course equips learners with the skills to develop, reengineer, and improve processes. Initial response from our alumni, clients, and partners has been very positive.”
This milestone established CPDE as a practical certification course for professionals seeking to move beyond framework awareness and build real process design, reengineering, measurement, and improvement capability.
Fort Lauderdale, FL – January 11, 2008 – ITSM Academy, Inc. announced that its ITIL Practitioner Plan and Improve training materials had been accredited by the EXIN certification board. ITSM Academy became the first company globally to achieve accreditation on all four ITIL Practitioner courses, known as the “Clusters.”
ITIL Practitioner Plan and Improve education helps practitioners effectively manage, organize, and optimize Capacity Management, Availability Management, and IT Service Continuity Management processes based on ITIL guidance.
EXIN’s accreditation requirements help ensure that training, practical assignments, and assessments are of superior quality. EXIN, along with ISEB and APMG, served as authorized certification and examination agencies for ITIL.
“Congratulations on achieving all four Clustered Practitioner accreditations. EXIN USA is pleased to work with your fine organization and looks forward to your continuing success in Service Management in 2008,” said Michael P. McLaughlin, US Regional Manager, EXIN USA.
“As a leader in IT Service Management training, we are pleased to add this to our growing list of firsts. More importantly, we are happy to make this important education available to IT practitioners,” said Lisa Schwartz, Founder and CXO of ITSM Academy. “Of all of the cluster courses, historically the IPPI classes have been the most difficult for learners to find, as not many organizations offer this course. We will be delivering both in our public training center and on the road in corporate classrooms across the United States.”
This milestone reinforced ITSM Academy’s role as an early leader in accredited ITIL Practitioner training and IT Service Management education.
Fort Lauderdale, FL – May 11, 2007 – ITSM Academy, Inc. announced its contributions toward the soon-to-be-released IT Infrastructure Library Version 3. ITIL Version 3 represented a full refresh from Version 2, with the new release scheduled for May 30, 2007.
As an American leader in IT Service Management training, ITSM Academy is proud to be on the forefront of ITIL Version 3 training and education.
To ensure the quality of ITSM Academy courseware continues to exceed industry expectations, ITSM Academy appointed Donna Knapp as Lead Trainer to spearhead the company’s ITIL Curriculum Department. Knapp brought more than 20 years of experience as a practitioner, consultant, and trainer, and held the Managers Certificate in Service Management, along with numerous ITIL Practitioner and ISO/IEC 20000 certifications.
ITIL Version 3 Foundation delivery began the week of June 11, with the first exams administered on June 13. Version 3 Foundation courses then began regular rotations in ITSM Academy public classrooms. Additional ITIL Version 3 courses were under development, with release dates scheduled throughout the summer.
“In our ongoing effort to provide meaningful education to practitioners, we have developed a series of ITIL Version 3 webinars,” said Lisa Schwartz, Founder and CXO of ITSM Academy. “We have six webinars scheduled, with an overview webinar set for May 31, 2007. Then we will tackle each of the books in the Library. We hope this will allow the user community an inclusive opportunity to explore the Version 3 lifecycle.”
This milestone marked ITSM Academy’s early leadership in helping learners and organizations transition from ITIL Version 2 to ITIL Version 3 through training, courseware, webinars, and practitioner-focused education.
Fort Lauderdale, FL – August 8, 2006 – ITSM Academy, Inc. announced that its trainers had completed the extensive train-the-trainer program for Apollo 13 – an ITSM Case Experience.
The Apollo 13 Simulation is an intensive one-day training experience in which ITIL concepts and processes are not only explained, but experienced by attendees through an interactive game. Real-life situations from the Apollo 13 mission are simulated as attendees work in teams, playing the role of the mission operations ground crew charged with bringing the crippled craft and its crew safely home.
“This exciting, interactive, and fun training experience fits perfectly with the ITSM Academy training philosophy,” said Lisa Schwartz, Founder and CXO of ITSM Academy. “During the action of the simulation, learners are so challenged with their tasks that most are not cognizant of the important lessons they are learning. Our road-tested trainers have worked extensively with the developers of the game, GamingWorks, to ensure that ITSM Academy’s delivery of the game is not only fun, but meaningful to the players and to the organization.”
Paul Wilkinson, a Principal with GamingWorks, led the knowledge transfer to the ITSM Academy team.
“As part of our intensive train-the-trainer program, we put the ITSM Academy trainers through the Apollo 13 simulation to see if they have what it takes. The trainers not only managed to save the crew, but set an impressive score in achieving their service levels, using their ITIL insight and experience. We entrusted the safety of the crew of Apollo 13 to their capabilities. We are pleased for organizations who entrust the training of their staff in ITSM Academy’s highly capable hands,” said Wilkinson.
This milestone reinforced ITSM Academy’s commitment to experiential learning, simulation-based education, and practical ITSM training that helps learners connect ITIL concepts to real-world teamwork, service delivery, and decision-making.
Fort Lauderdale, FL – November 12, 2004 – ITSM Academy announced the opening of a new interactive training center designed to support the growing demand for IT Service Management (ITSM) education throughout the Americas. The facility was created to provide professionals and organizations with expanded access to instructor-led ITSM training, including IT Infrastructure Library (ITIL) and Microsoft Operations Framework (MOF) courses.
Located between Miami-Dade and Palm Beach counties and adjacent to the Tri-Rail Station, the Fort Lauderdale training center was designed to provide a convenient and professional learning environment for South Florida technology and service management professionals.
“As trainers, we recognize that the learning environment plays an important role in the overall educational experience,” said Lisa Schwartz, Founder and CXO of ITSM Academy. “The decision to create a modern, interactive training facility reflects our commitment to providing learners with engaging, practical, and sustainable IT Service Management education.”
ITSM Academy stated that the expansion supports the organization’s long-term focus on combining industry best practices with real-world operational experience. Courses delivered at the facility incorporate practical exercises, collaborative assignments, and scenario-based learning intended to help professionals apply service management concepts in operational environments.
The organization also emphasized its continued investment in experienced instructors and hands-on learning methods designed to make complex ITSM concepts more accessible, engaging, and applicable for working professionals.
Professionals interested in learning more about ITSM Academy training offerings may contact ITSM Academy through website chat or by emailing info@itsmacademy.com .