Taking the next step with the new ITIL® Practitioner Qualification


Axelos, the ITIL course owner has announced the most significant evolution for ITIL – the new ITIL Practitioner qualification.

ITIL Practitioner is being developed in collaboration with Practitioners worldwide to help organizations and individuals increase the value they obtain from using ITIL by offering additional practical guidance to adopt and adapt the framework to support the business. It will be the next step after ITIL Foundation for professionals who have already learned the basics of IT Service Management (ITSM) and the business value of well-designed and delivered services. It will help guide them through the practical side of successfully applying the theory in the workplace.

A specific amount of credit points will be assigned to ITIL Practitioner that will count towards ITIL Expert the same way as Foundation, Intermediate and Managing Across the Lifecycle (MALC) do today.

thinkWhy was this introduced?

The demands organizations are putting on their IT teams and IT service providers have changed significantly in the recent years. In many cases, we have moved from “let’s keep everything as stable as possible” to “let’s be as agile as possible (and make sure we can recover instantly)”. The technological capabilities – such as those enabled by rapidly evolving cloud computing – and associated practices have made it possible to better answer those demands. The detailed ‘how’ of all of this depends, though – what works for a Bay Area start-up might not work for a large multinational enterprise, and the expectations from existing customers of 10+ years differ from those acquired yesterday. For ITSM professionals, there is an ever-growing demand for more practical guidance on how to design fit-for-purpose and fit-for-use services and supporting processes.

That is where ITIL and other philosophies, frameworks and methodologies – such as Lean, DevOps and Agile – need to intersect for the best results. There are no silver bullets – organizations need to wisely choose the best ways to address specific challenges. ITIL helps with this by providing the framework where good practice of the ‘how’ can be plugged into. Additional, practical guidance was needed to bring this to life.

Enter… ITIL Practitioner

Setting what is often (mistakenly!) considered to be the last ITIL lifecycle stage, almost a nice-to-have feature – Continual Service Improvement (CSI) – as the backbone of the new qualification, ITIL Practitioner brings what is one of the most under-used and under-valued parts of ITIL to the real world. It is CSI that helps organizations to focus on the improvements delivering most value and to make sure the services and the practices supporting these can keep up with the needs from the ever-changing organization, and continually improve.

ITIL Practitioner equips ITSM professionals with the tools to identify the improvement needs and priorities in their organization, to successfully start and run the improvement initiatives and to deliver the value expected. The qualification – and the guidance supporting it – brings together various parts of ITIL, adding more detail as required, and combines this with the practical ‘how to’. The good practice from ITSM professionals from around the world is distilled into concepts, models and capabilities, and complemented with tools and methods to place it in the context of a specific organization. This is ITIL Practitioner.

For more information, please check this ITIL Practitioner page.




ECCI helps Indra achieve another milestone – CMMI Dev v1.3 ML 3 Appraisal

On May 25, 2012, Indra was appraised at Maturity Level 3 of CMMI Dev v1.3 for the Software Development Practice. CMMI is a process improvement approach that provides organizations with the essential elements of effective processes that ultimately improve their performance. An appraisal at maturity level 3 indicates that the organization is performing at a “defined” level. At this level, processes are well characterized and understood, and are described in standards, procedures, tools, and methods. The organization’s set of standard processes, which is the basis for maturity level 3, is established and improved over time.

Indra Philippines is one of the leading IT services providers in the Philippines and in Southeast Asia. Indra, with headquarters in Spain, has been operating in the Philippines for the past 17 years, providing a wide range of services across various industries. Indra’s global as well as local experience in systems development and integration, business intelligence, management consulting, managed services and outsourcing of IS/IT operations put the Philippine affiliate in a strong position to be able to respond effectively to the requirements of the various markets not only in the country but also in the Southeast Asia region.

ECCI consultants worked in collaboration with Indra’s Quality Assurance team – working with them as a partner throughout the project providing guidance to help them implement the required processes for this appraisal. The appraisal is a testament to Indra’s remarkable commitment and dedication to quality and process improvement.

With this, Indra is now better equipped to manage critical business processes for continuous operations.  And, the appraisal is a testament to Indra’s capability to provide better quality services to their valued clients.




ECCI takes part in the 49th PMAP Annual Conference in Cebu City

ECCI participated in the recently concluded 49th PMAP Annual Conference.  The three-day conference was held at the Waterfront Hotel, Lahug Cebu City last September 12-14, 2012. Mr. Karthik Subburaman, ECCI Philippines Country Manager, was invited as one of the guest speakers with the featured topic Revolutionizing People Productivity: New Approaches to Measuring Employee Productivity. This is in line with this year’s conference theme, “Revolutionizing People Management: Great Minds. Bold Changes. Unparalleled Results.” It is a reflection of the wave of revolutions on the political front and how businesses and organizations share the same challenge of not only changing our leaders but also changing the way we lead people.

ECCI takes part in the 49th PMAP Annual Conference in Cebu CityPMAP Conferences being the most prestigious and well-attended in the country drew together over 1,300 delegates from all industries across the nation. First and second days of the conference featured plenary sessions by CEOs and organizational leaders from various industries including who tackled the changing business environment and strategic role of HR in leading and executing HR programs to transform and support business goals. Focus areas for days one and two are: Deepening Leadership Bench, Driving Innovation, and Accelerating Talent Development.

The final day of the conference featured breakout sessions and workshops with topics on Talent Acquisition, Organizational Change, People Productivity and People Engagement. Delegates also had the opportunity to participate in creating and managing their own agenda around the central theme of the conference through Open Space Technology.

The conference also featured dozens of exhibit booths greatly supported by local companies. ECCI had the opportunity to showcase its e-Learning and Learning on Demand products including the HR and Standards and Compliance toolkits.


APEX Global launches its 2012 Public Training Calendar

Expect more REAL learning experiences from APEX Global with its roster of training offerings for 2012. With its aim to promote performance excellence among professionals, APEX Global further expands it course offerings adding fourteen new programs in partnership with various accreditation and learning organizations.

APEX Global is the first in the Philippines to offer Certified SOA Architect where IT professionals can learn the fundamentals of SOA and gain a solid understanding of the service-orientation design, eventually leading to being a Certified SOA Architect.

Certified Scrum Master, accredited by the Scrum Alliance is also one of the latest training for IT and Business Process Excellence. Scrum is the leading agile development methodology, used by Fortune 500 companies around the world. It was originally was formalized for software development projects, but works well for any complex, innovative scope of work.

Furthermore, Software Quality Management Professional (SQM), Software Testing Professional – QTP and Load Runner, and the Fagan Inspection Method are also among the new programs being offered for software testing and quality excellence.

Under its BEX Behavioral Excellence umbrella, human resources practitioners will greatly benefit from the Professional in Human Resources (PHR) and Senior Professional in Human Resources (SPHR).

And with the increasing awareness and promotion of corporate social responsibility, APEX Global introduces Carbon Footprint and Reaping Returns: Measure Success of CSR & Sustainability Initiatives. Very soon, a graduate certificate program on sustainable business will be launched in partnership with one of the leading universities in Australia.

For more information and complete listing of classes and schedule, please contact APEX Global at +6324038668 or send an email to info@eccigroup.com.


Steve Jobs’ Legacy. What can we learn from Apple?

A “Lean” Talent Management Approach Contributes to Extraordinary Productivity

Most firms strive to have a productive workforce. One of the best ways to measure workforce productivity is revenue per employee. Apple produces what can only be considered extraordinary revenue per employee; $2 million. A second measure of workforce productivity is profit per employee: nearly $478,000 for Apple (unbelievable considering it has a retail workforce).

If you are familiar with the concept of lean management, then you’ll understand the prime drivers for Apple’s extraordinary employee productivity. For years, the leadership of Apple has followed the philosophy that having less is more, meaning that by purposely understaffing and operating with reduced funding, you can make the team more productive and innovative.

Innovation at most firms is expensive because you must pay for a lot of trial and error. The lean approach, however, can improve innovation because with everything being tried, there simply isn’t enough time or money for major misses and re-do’s. “Unrealistic deadlines” at Apple mean that you have to get project problems solved early on, because there isn’t time to redo things over and over. Being lean forces the team to be more cohesive. Even providing a lean schedule forces everyone to be productive because they know there is no room for slippage. At Apple, the lean approach means that even with its huge cash resources, every employee must adopt the mentality of leanness. If you understand the lean concept and its advantages, you shouldn’t be surprised that numerous innovations have been developed in “garages,” the ultimate lean environment.

Source: Talent Management Lessons From Apple: A Case Study of the World’s Most Valuable Firm (Part 1 of 4)


Value Stream Mapping for Operational Excellence

One of the enablers for any organization for their Lean journey is Value Stream Mapping (VSM). VSM is an end-to-end collection of processes that creates value for the customer. This includes people, tools, technologies, physical facilities, communication channels, policies and procedures. By doing VSM, the team can:

  1. Describe the flow of material and information through the production system
  2. Graphically portray the process to see where value is added and where value is lost
  3. Visually allow the team to see where costs can be reduced and improvements can be made
  4. Grasp the current state and vision-out the future state of the processes wherein wasted steps will be left out and when continuous flow and pull production will be introduced.

Compared to Process Mapping, VSM will enable teams to plan their long term strategy.

When you utilize VSM, you are focusing on “Value”. But how do we define “Value”? Let us put things in proper perspective. When we say Value, it means that it is the reason of customers for purchasing or buying products. Value speaks of the fulfillment of customer requirements.

Doing VSM in conjunction with the thinking process and waste elimination, we can foresee how our processes will operate at an optimal level.

VSM process starts with a Current-State Assessment, then with a Future Assessment and then with the Next future state. Assessments are a never-ending cycle. Buoyant people would look at Assessment as a method for continually improving the process and cultivating a culture focused on breakthrough improvements.

VSM will allow everyone to see the wastes and plan to eliminate those. VSM can strengthen the gains by providing vision and plans that will eventually connect all improvement activities in the organization.

The five simple principles applied for utilizing the VSM are:

  1. Specify value from the customer standpoint
  2. Identify the value stream for each product family
  3. Make the product flow
  4. So the customer can pull
  5. As you manage toward perfection

As we continue our journey for operational excellence, VSM will make any organization globally competitive by shifting from a corrective to a preventive culture.

– Sonny Tapia, Senior Process Consultant, ECC International


A Journey Towards Becoming Lean

The traits of a “World-Class Manufacturing” are: Being the best, Delighting the customer and Being the lowest cost producer. Achieving these has now become a sustaining factor in the Manufacturing industry. Lean Manufacturing is a crucial first step in pulling this off. Companies are now shifting on a higher gear to ensure that they can cope-up with the stiff competition. Internal improvements are as equally important as customer satisfaction. Waste identification and reduction are the cornerstones for an effective and successful lean manufacturing implementation. By means of Lean, any organization can achieve Flexible production environment, Development of capability for rapid change and improvement and Careful use of resources.

Lean can create a paradigm shift in any organization as it creates a culture of problem prevention rather than correction. In general, Lean can make any organization realize its objectives of Customer Satisfaction, Profitability and Greater Control.

Lean Manufacturing is focused on: “Muda” – waste, “Mura”- inconsistency and “Muri” – unreasonableness.

The seven (7) wastes are identified as:

  1. Waiting
  2. Correction
  3. Motion
  4. Overproduction
  5. Conveyance
  6. Inventory
  7. Processing

By identifying, reducing and developing actions for these wastes, Lean thrives on 5 principles:

  1. Define value from the customer’s perspectives
  2. Identify and map the value stream
  3. Reduce waste and improve flow
  4. Pull from the customer
  5. Pursue perfection

After identification comes the challenge to ensure that these wastes will be reduced and ultimately eliminated. Lean provides the so-called “Enablers”. These are:

  1. Value stream Mapping (VSM)
  2. Total Productive Maintenance (TPM)
  3. Kanban System
  4. Just in time (JIT)
  5. Cellular Manufacturing
  6. Single Piece Flow
  7. Pokayoke

Lean is a journey! A continuous journey towards perfection!  Everyone needs to be in the bus that will take us to our journey of having a “World-Class Manufacturing”.

Sonny Tapia, ECCI Senior Consultant