Field Techs' Toolkit

The Fundamentals

Global forum of independent groups of IT Services Management professionals
Dedicated to proposing and promoting ITSM best practices
The prime example of this effort is the ITIL

ITIL is a best practice framework that has been drawn from both the public and private sectors internationally.
It describes how IT resources should be organized to deliver business value, documenting the processes, functions and roles of IT Service Management (ITSM).

ITSM defines what we do
We are NOT "repair" or "tech support" - we are IT Services Management professionals
What distinguishes ITSM from mere "fix & repair" tech support is the focus on providing business value
The question is not "what do you know how to do?" - it's "what business value do your services provide, support or enhance?"

The Capability Maturity Model Integration, or CMMI, is a process model that provides a clear definition of what an organization should do to promote behaviors that lead to improved performance.
With five “Maturity Levels”... the CMMI defines the most important elements that are required to build great products, or deliver great services, and wraps them all up in a comprehensive model.

CMMI allows us to assess and improve operational efficiency
HOW we do is as important as what we do - if not more important
Performance is the demonstrated ability to apply knowledge: what we do is the evidence of what we know...

The People Capability Maturity Model (P-CMM) is a maturity framework that focuses on continuously improving the management and development of the human assets of an organization.

The "finishing school" will not teach about, or even address, any of these standards or the groups which create/support/promote them
These standards provide the foundation and philosophy upon which the coursework is built
The objective of this course is to produce IT Service Managment assets: individuals who will provide tangible business value to the people and companies they work for

...will consists of two halves: a "tech-facing" half, and a "customer-facing" half
...will be conducted as a series of "Socratic dialogues", which will challenge the participants to apply all of their knowledge and experience, not merely their technical training
...will provide a methodology for applying their certified knowledge in real-world situations
...will prepare them to consider how best to provide business value, beyond mere troubleshooting, repair and problem resolution

Field Techs prepared to encounter real-world situations and provide value as well as solutions
The participants will understand the importance of continual education and development of their skillsets
Those who successfully complete will be equipped to be in complete control of their career path
All who complete successfully will receive a USB "toolkit" , containing the digital tools covered in the course as well as checklists, cheat sheets, annotated tutorials, links to resources and access to BTI personnel for followup and mentorship