The document provides information about ITSM Academy, an accredited education provider for ITSM certifications and training since 2003. It has trained tens of thousands of professionals. It offers certifications in ITIL, ISO 20000, MOF Foundation, and its own Certified Process Design Engineer certification. It also provides ITSM professional diplomas and practical workshops. Courses are offered throughout the U.S. in public, on-site corporate, and virtual classes.

1. Welcome!
W l !
© ITSM Academy

2. About ITSM Academy
 Accredited Education  Since 2003 - Tens of Thousands
 Certified Process Design Engineer (CPDE) Trained and Certified
 ITIL® Foundation  ITSM Professional Diplomas
 ITIL Capability (OSA|PPO|RCV|SOA)  Change/Support/SLM
 ITIL Lifec cle (SS|SD|ST|SO|CSI)
Lifecycle  Public Classes throughout U.S.
 ITIL Managing Across the Lifecycle (MALC)
 Corporate On-Site Classes
 ISO/IEC 20000 Foundation
 Virtual Classes
 ISO/IEC 20000 Foundation Bridge
/
 Courseware Licensing
 MOF Foundation
 Corporate & Partner (GEM)
 Practical, Value-Add Workshops
p
 Al
Alumni P
i Program
 ITSM Leadership
 PMI Global Education Provider
 ITIL, MOF, ISO 20K Overviews
 Apollo 13, Visible Ops: The Class
13  Certified Woman-Owned
 And more!
ITIL® is a Registered Trade Mark of the Cabinet Office.
© ITSM Academy 2
Welcome!

3. Michael Cardinal
ITSM A d
Academy
ITIL Expert, CPDE, Educator,
Man for All Seasons?
© ITSM Academy 3

4. Agenda?
 Getting to understand questions better?
 Questioning approaches?
 Question development?
 Using questions for ITSM?
 Are we there yet?
y
Thanks for joining us today.
Please use the chat feature to send in your questions.
© ITSM Academy 4

5. Why more Effective ITSM Questions?
 Serve as the basis for all of ITSM
Guide the lifecycle from Strategy to CSI
 Facilitate better communications
Possibility—to generate ideas
Opportunity—to narrow options
Action—to make decisions
 Provide a platform for thought
 Efficiency, effectiveness, economy
 Increase value, utility and warranty
© ITSM Academy 5

6. What are Questions?
A sentence worded or expressed so as to elicit data,
information,
information knowledge and wisdom
 Probingg  Ensure completeness
p
 Decision-making  Ensure accuracy
 Idea generation
g  Gather examplesp
 Clarification  Extend knowledge
 Understand purpose  Evaluate
 Determine relevance  Elicit emotions
© ITSM Academy 6

7. Question Types?
 Probing  Factual
 Inquiry  Interview
 Socratic  Survey
 Coaching  Strategic
 Open/Closed
O /Cl d  Tactical
T ti l
 Rhetorical  Operational
What about Bloom’s questions?
Bloom s
© ITSM Academy 7

8. Question Master?
 Benjamin Bloom (1913-1999)
 Educational psychologist
Developed theories around mastery-learning
Knowledge=mastery cogniti e affecti e
Knowledge=master of cognitive, affective,
psychomotor domains
 Bloom’s Taxonomy
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Step model based on increasing levels of critical thought
Knowledge and mastery builds through the levels
Can be applied in many situations to gain data,
information, knowledge and wisdom
© ITSM Academy 8

9. Bloom’s Taxonomy?
MALC 6. Evaluation
Expert
Master 5. Synthesis
4. Analysis
Intermediate
3. A li ti
3 Application CPDE
2. Comprehension
p
Foundation
1. Knowledge
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10. Using Bloom?
6. Evaluation • Judging outcomes or validating SUBJECTIVE
5. Synthesis • Bringing together new ideas
4. Analysis • Breaking apart/deconstructing
3. A li i
3 Application • M ki use of data/information
Making f d /i f i
2. Comprehension
p • Confirming or translating
g g
1. Knowledge • Information gathering OBJECTIVE
© ITSM Academy 10

11. Using Bloom?
BIG
6. Evaluation • Wisdom PICTURE
5. Synthesis • Knowledge
4. Analysis • Information/Knowledge
3. A li i
3 Application •I f
Information
ti
2. Comprehension
p • Data/Information
/
1. Knowledge • Data DETAIL
© ITSM Academy 11

12. Bloom’s Question Words?
Knowledge Comprehension Application Analysis Synthesis Evaluation
Who p
Explain Apply
pp y Analyze
y Arrange
g Why
y
What Indicate Build Calculate Assemble Assess
Where Locate Demonstrate Compare Organize Defend
When Illustrate Operate How Plan Evaluate
Describe Select Employ Deconstruct Propose Predict
Tell Rephrase Interpret Examine Prepare Support
Identify Recognize Plan Determine Set Up Estimate
State Report Use Test Develop Value
OPERATION TRANSITION DESIGN STRATEGY
CONTINUAL SERVICE IMPROVEMENT
© ITSM Academy 12

13. Helper Words?
 Modal Verbs  Journalistic Questions
Can
C Who
Wh
Could What
May Where
Might When
Must How
Ought Why
Shall
Should
Will
W ld
Would
© ITSM Academy 13

14. Developing better ITSM Questions?
 Which Bloom level?
 Question Formula:
{Helper Word} + {Bloom Question Word}
+ {Process Word}
 Examples:
Can you describe the incident?
How would you identify utility?
How could we create a better strategy?
Will we comprehend the impact of the change?
© ITSM Academy 14

15. Points to Ponder?
 Complex ≠ elaborate
Level (Evaluation)
L l 6 (E l i ) questions can b very simple
i be i l
 Do you work for a good boss?
Level 1 (Knowledge) questions can be very elaborate
Level
 Can you tell me all the different types of standard changes,
standard services, service requests and events your
organization has identified?
 Is this a statement or a question?
The question is the part with the question mark
q p q
Do not make a statement when you mean to ask a
question
© ITSM Academy 15

16. More Points to Ponder?
 Think about the question and the answer before you ask
 Do you know an answer to the question?
 Are you asking the question to validate your own thinking?
 Are you willing to hear the answer?
 There is no such thing as a closed question
 There is always more to the question and answer than we
may realize
 Even the simplest question should
generate more questions
 The best answer to a question is
another question!
© ITSM Academy 16

17. 1. Knowledge? 1. Knowledge
 Who: Service Desk, Operations
 What: Incident, Service Request, E
Wh I id S i R Event, SACM R l
SACM, Release
 When: Identifying, Logging
 Where: CMS, CMDB
Where CMS CMDB, other data repositories
 How: Gather and verify basic information, identify
incidents, events, service requests
, , q
 Why: Establish a complete and accurate base of facts
and data
 Example: Can you tell me where you are currently
located?
© ITSM Academy 17

18. 2. Comprehension? 2. Comprehension
 Who: Service Desk, 2nd Level, Functions
 What: Incident, Service Request, Access
 When: Categorizing, Prioritizing
 Where: CMS, CMDB, DML
 How: Probing for better understanding of issue
g g
 Why: Comprehend the appropriate further line of
q
questions to ask
 Example: Can you indicate what you were doing
when the error occurred?
© ITSM Academy 18

19. 3. Application? 3. Application
 Who: Technical, Application, Operations
Management
M t
 What: Transition, Design, Deployment
 Wh Escalating, I
When: E l ti Investigating
ti ti
 Where: IM Tool, AMIS, CMIS, SMIS, Catalog
 How Determining workarounds and fixes
How: workaro nds fi es
 Why: Move through a process flow effectively and
efficiently
 Example: Could we build the service in a more
efficient manner?
© ITSM Academy 19

20. 4. Analysis? 4. Analysis
 Who: Analysts, 2nd and 3rd Level, Process Owners
 What: Root Cause, Problem, Change, SACM
 When: Investigating, Diagnosing, Assessing
 Where: Data Mining, Statistical Tools, KMDB,
Catalog
 How Building Config Models, Metrics Program
How: B ilding Models
 Why: Deconstruct into simpler more understood and
manageable pieces
 How would we compare the capabilities of two
distinct services?
© ITSM Academy 20

21. 5. Synthesis? 5. Synthesis
 Who: Management, Owners, Designers, Architects
 What: Design, Warranty, Strategy, CSI
 When: Closure, Service and Process Design
 Where: SKMS, Service Portfolio
 How: Defining and designing new and better
services
ser ices
 Why: Find and develop new solutions and promote
innovation and creativity
 Example: Should we re-organize the IT department
to provide more effective service delivery?
p y
© ITSM Academy 21

22. 6. Evaluation? 6. Evaluation
 Who: Management, Strategy Developers, Planners
 What: Strategy, CSI
 When: Meetings, Planning & Strategy Sessions
 Where: Service Portfolio
 How: Providing greater value to customers and
users
sers
 Why: Validation of decision making and
understanding
 Example: Will we be able to predict the effects of
an alternative service delivery mechanism?
y
© ITSM Academy 22

23. Other Uses?
 Meetings: Establish the agenda based on Bloom
Levels
L l
 Root Cause: Ask questions from each level to get a
fuller picture of the situation
 Plans/Strategies/Business Cases: Establish sections
based on the six levels
 Negotiations: Ensure agreement by validating each
level
 Process Maturity: Validate processes at each level
for comprehensiveness
© ITSM Academy 23

24. Pop Quiz?
 What Bloom Level are these questions?
Who is buried in Grant’s tomb?
Which is better-Chicago style pizza or New York Style
pizza?
i ?
When will the Cubs win the World Series?
H much i 1+1?
How h is
What causes men to go prematurely bald?
What would happen if everyone asked more effective
questions?
Did you e joy this sess o ?
d enjoy s session?
© ITSM Academy 24

25. Pop Quiz?
 What Bloom Level are these questions?
 Wh is buried in Grant’s t b? L l 1 (Know)
Who i b i d i G t’ tomb? Level (K )
 Which is better-Chicago style pizza or New York Style pizza?
Level 2 (Comprehend) or Level 6 (Evaluation)
( p ) ( )
 When will the Cubs win the World Series? Levels 3-6 (Apply,
Analyze, Synthesize, Evaluate)
 How much is 1+1? Levels 1-3 (Know, Comprehend, Apply)
 What causes men to go prematurely bald? Level 4 (Analyze)
 Wh t would happen if everyone asked more effective
What ld h k d ff ti
questions? Level 5 (Synthesize)
 Did you enjoy this session? Level 6 (Evaluate)
y j y ( )
© ITSM Academy 25

26. Visible OPS
Certified Process
Design Engineer (CPDE) ITIL SOA
ITIL at the Service Desk
ITIL PPO
Defining Your
Service Catalog ITIL RCV
ITIL Service Strategy ITIL Managing Across ITIL OSA
the Lifecycle (MALC)
ITIL Service Design
Service Strategy
ITIL Service Transition Overview
ITIL Service Operation Service Transition
Overview
ITIL Continual
Service Improvement Service Operation
Overview
ITIL
ITSM Roles
Foundation
and Responsibilities
ISO/IEC 20000
Foundation
Apollo 13 Simulation ISO/IEC 20000
/
Foundation Bridge
MOF
ITIL Executive Overview
Foundation
Customer Service
ITSM
Excellence
E ll
Leadership ITIL Overview
Building Blocks of
Process Design
ISO/IEC 20000 Overview
Solid colored boxes represent accredited certification courses.
Grey boxes represent non-certification courses including workshops and simulations.

27. ITSM Academy Affiliates
© ITSM Academy, v2 October 2011 27

28. IT Service Management Professional
(ITSMP) Diplomas
ITSM Academy is Licensed by the
Commission for Independent
Education, Florida Department of
Education, offering occupational
ITSMP® Diplomas.
On our website, this symbol
indicates courses which accrue clock
hours toward a Diploma as:
 Change Manager 
 Support Manager 
 Service Level Manager 
© ITSM Academy 28

29. Want to Learn More?
Master
Certified Process
ISO/IEC 20000 ITIL Design Engineer
Foundation Expert (CPDE)
Complementary Course
5 credits Complementary Course
1 credit 1.5 credits
Managing Across the Lifecycle (MALC)
3 credits each 4 credits each
CSI Service Offerings and Agreement (SOA)
SO
ST
SD Release, Control and Validation (RCV)
SS
Planning, Protection and Optimization (PPO)
Operational Support and Analysis (OSA)
Lifecycle Stream Capability Stream
2 credits © ITSM Academy 2008
V3 F
Foundation
d ti
© ITSM Academy 29

30. Want to Learn More?
ITIL Certification Scheme
© ITSM Academy 30