CCNP (Cisco Certified Network Professional) candidates may be encouraged to get as much help, consultation, and resource materials they can get from is an independent development group, which consists of volunteers who have earned certification in specific IT (information technology) fields. This pool of IT professionals have even created a web site wherein they can provide or share their gained expertise, competencies, and experiences to people who want or need to obtain IT certification and career advancements. Members of are holders of various certifications from Cisco, Microsoft, Sun, and CompTia. While providing help and service, members never stop in their keep their expertise upgraded or further advanced.

Unlike any other web sites that provide help and service to people in similar fields, this team offers 100% free service. They count their gains not by money but simply by getting ranked when clients visit parallel links on their homepage. They value their clients  feedbacks and opinions. They are always eager to know how they can be of any help to suit the needs of potential clients. continues to function in trust, and is so manifested throughout the contents of their web site, that everything said there are all accurate.

Also, makes certain that while dealing with their clients, security and privacy among clients are kept intact. They are always precautious with the generated correspondences between them and clients.

A comprehensive forum was established to accommodate more and recognize further needs of clients. And it is perhaps where most CCNP candidates search out their particular requirements such as review materials or other training resources, which can be very helpful in their training and preparation for CCNP exams.

So. It’s 6 months since our carrier pigeon service has been implemented.  The SLM has been constantly reporting on the achievements of this service and getting feedback form the users/customers.  What has become glaringly obvious is the replacement rate of pigeons… this has had huge impact on availability, finances and service desk calls.  It has been decided by SLM that a Service Improvement Plan (SIP) needs to be implemented to improve this service.   To do this the following CSI processes are to be utilized:


Service Measurement and Reporting

As noted above, data from all other processes has been collated and analysed, and presented to the Business.  It is this data which is driving CSI   although the CEO is raving about the service (it may have something to do with him having the fastest, largest, “bees knees” of carrier pigeons), but none the less, he is happy.  But he is also aware of the issues the users are experiencing through the data presented to him.


CSI Process

In order to improve the pigeon service we need to look at the original vision – a more cost effective and efficient way of delivering messages. Hmmmm…  By using the 7 step improvement model, we start to see that we can improve  this service by ……double hmmmm…. Going back to Outlook????  Ah.. the full cycle continues….




Till next time Cheers from the ITIL® Australia Team at The Art of Service



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