ITSM challenges – the benefits of good training

ITSM challenges – the benefits of good training

As part of our ITIL Practitioner Global Summit Robin presented a session on ITSM Challenges and Training Benefits . Watch the video and read her new blog post also discussing how the right training can help organization meet IT Service Management (ITSM) challenges.

One hundred percent of US Fortune 100 companies use the ITIL framework to manage, govern and keep their IT environment safe, so why isn’t ITIL training a priority at all of these organizations?

Robin BoroughIn the past, product lifecycles were longer. You would develop a product, put it on the market and it would have a lifespan of a decade. Companies don’t have that luxury any more. With rapid changes in technology and the business demands on any IT “shop,” companies get side-tracked, training takes a back seat and true knowledge of process gets lost.

Organizations with the healthiest infrastructure are those that constantly train their teams. Team members become key process owners, everyone has a clear role and training is incorporated as part of embracing continual improvement. Training may include approaches like “lunch and learns” with subject matter experts and as well as more in-depth best practice training led by experts from outside the company.

Too many companies buy a huge library of self-service training products that might “check the box” for providing training but meet the needs of only a small part of the learning audience. This type of training ignores the mentor/mentee relationship by omitting the instructor, learning from peers and learning by shadowing. ITSM practitioners need to speak out about the need for training and CIOs needs to ensure teams get the training they deserve.

AXELOS’ latest best practice guidance, ITIL® Practitioner and RESILIA , present a good opportunity to develop practitioners’ knowledge without detracting from anything they’ve already learned.

Continual learning benefits

When training becomes part of an organization’s value system, continual learning is adopted into the culture. And it’s the only way to manage the rapid innovation and technology development we’re faced with right now.

Boards of directors are currently assessing what to do about cyber threats. RESILIA is the only training on the market which targets all employee vulnerability, not just the work of IT security professionals. Practices that make sure everyone takes cyber security seriously – and adopts the right training to protect themselves, customers and colleagues – needs to be part of a company’s processes.  Thus, having their employees participate in RESILIA training would be in the best interest of any organization.

Culture change comes from the top. If the C-suite wants a company to be nimble and stay ahead of the competition, they need to make learning a priority throughout the organization. This is a practice that starts with hiring people who are good learners. Today, experience is important, but answers to future problems are not going to be found in what we know from the past.

Executives at a high level must also understand the training content their people are being exposed to. How can you direct your team if you don’t know what they’re learning? Senior management should determine the competencies their people will need at each point along their strategic roadmap.

ITIL Practitioner and RESILIA are good certifications for executives to embrace. By attending these courses, senior people place themselves at the head of the class in a progressive, learning organization and this breeds intelligent conversations with staff about how to employ what they’ve learned.

Training is time consuming, but it’s got to be done and the training tools today are such that there are countless ways to train across time zones.

A successful company is made up of people who are happy, love what they do and have some autonomy. A best practice framework, like ITIL, helps manage the chaos and answers a ton of questions to help people avoid making mistakes. Empowered by ITIL, they have a greater chance of achieving results.

For more information, see our ITIL Practitioner section and see our ITIL Practitioner Global Summit webinars page to watch all of the sessions from the event.

More blog and webinar content from our ITIL Practitioner Global Summit

ITIL Practitioner: Ensuring projects are delivered with greater collaboration

ITIL® Practitioner: Tackling the challenges of Service Strategy

Using ITIL Practitioner across a range of IT job roles

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