ITIL Implementation - Training: Difference between revisions

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Finally, IT staff receives thorough training in order to be able to apply the new processes in practice, and clients or users might need to be informed - in so far as these are affected by the new ITIL processes.
Finally, IT staff receives thorough training in order to be able to apply the new processes in practice, and clients or users might need to be informed - in so far as these are affected by the new ITIL processes.
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==== Objective of this Project Step ====
* Build-up of knowledge about ITIL
* Training of the employees participating in the new processes in the use of new or changed application systems
* Instruction and information of customers
* Making the new processes a part of everyday working practice
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==== Description ====
==== Description ====
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* After the implementation of a new or changed application system, training measures with regards to its operation may be necessary
* After the implementation of a new or changed application system, training measures with regards to its operation may be necessary


* As a supplement, trainings which contribute to the im-provement of the IT organization’s public image may be considered („How do I handle critical clients?)
* As a supplement, trainings which contribute to the improvement of the IT organization’s public image may be considered ("How do I handle critical clients?")


* Ultimately the clients are also to be informed, for example if a new Service Desk has been established and as a result the procedure for placing Service Requests has changed.
* Ultimately the clients are also to be informed, for example if a new Service Desk has been established and as a result the procedure for placing Service Requests has changed.


==== Objective of this Project Step ====
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* Build-up of knowledge about ITIL
* Training of the employees participating in the new processes in the use of new or changed application systems
* Instruction and information of customers
* Making the new processes a part of everyday working practice


==== Prerequisites ====
==== Prerequisites ====
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* [[ITIL Key Performance Indicators|Measures (KPIs) for the processes to be introduced]]
* [[ITIL Key Performance Indicators|Measures (KPIs) for the processes to be introduced]]
* Definitions of the process outputs
* Definitions of the process outputs
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==== Results/ Deliverables ====
==== Results/ Deliverables ====
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* Informed IT staff
* Informed IT staff
* Informed clients
* Informed clients
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==== Success Factors ====
==== Success Factors ====


* As already stated, coaching should not serve the purpose of confronting process participants with newly designed processes for the first time; all affected persons should rather be invited to co-operate and introduce their experiences during the project course.
* As already stated, all parties concerned should be invited to co-operate and introduce their experiences throughout the project course.


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==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map V3</span>====
==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map V3</span>====


<span style="color:#5d5d5d">The process overviews of the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] are very helpful in the explanation of the new ITIL processes and the illustration of their interdependencies. For detailed information about processes, the detailed process flows and checklists are useful resources.</span>
<span style="color:#5d5d5d">The process overviews of the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] are very helpful in the explanation of the new ITIL processes and the illustration of their interdependencies. For detailed information about processes, the detailed process flows and [[ITIL-Checklists|ITIL checklists]] are useful resources.</span>
 
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&#8594; back to: '''[[ITIL Implementation|ITIL Implementation (main page)]]'''


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Revision as of 18:29, 16 September 2011

<seo metakeywords="itil training staff, itil training employees" metadescription="Specific members of IT staff will require more intensive training, depending on the ITIL roles they will assume." />

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DE - ES - ITIL Process Implementation and Training


Step 10: ITIL Process Implementation and Training

 

Finally, IT staff receives thorough training in order to be able to apply the new processes in practice, and clients or users might need to be informed - in so far as these are affected by the new ITIL processes.

 

Objective of this Project Step

  • Build-up of knowledge about ITIL
  • Training of the employees participating in the new processes in the use of new or changed application systems
  • Instruction and information of customers
  • Making the new processes a part of everyday working practice

 

Description

First of all process participants must be made familiar with the new processes. This implementation guide made sure at various points that those participants are involved in the process design early on, so in most cases there should be no need to explain how processes will change.

There might be additional training measures at different levels:

  • Background knowledge on ITIL is decisive for the success of the new processes and should be made available to all parties involved; basic ITIL training may take place at the beginning of the project for important key players, so that they are able to convey the ITIL principles to the other project participants.
  • Specific members of IT staff will require more intensive training, depending on the ITIL roles they will assume
  • After the implementation of a new or changed application system, training measures with regards to its operation may be necessary
  • As a supplement, trainings which contribute to the improvement of the IT organization’s public image may be considered ("How do I handle critical clients?")
  • Ultimately the clients are also to be informed, for example if a new Service Desk has been established and as a result the procedure for placing Service Requests has changed.

 

Prerequisites

 

Results/ Deliverables

  • Informed IT staff
  • Informed clients

 

Success Factors

  • As already stated, all parties concerned should be invited to co-operate and introduce their experiences throughout the project course.

 

Relevant Views of the ITIL Process Map V3

The process overviews of the ITIL Process Map V3 are very helpful in the explanation of the new ITIL processes and the illustration of their interdependencies. For detailed information about processes, the detailed process flows and ITIL checklists are useful resources.

 

→ back to: ITIL Implementation (main page)