ITIL Implementation - Training: Difference between revisions

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! style="background:#DDDDDD;" align="right" width="20%"| [https://wiki.de.it-processmaps.com/index.php/ITIL_Implementation_-_Training diese Seite auf Deutsch]
| style="border-bottom:1px solid grey;" |<big><strong> Step 10: ITIL Process Implementation and Training </strong></big>
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'''''Step 10: Train IT Staff and Customers'''''


The build-up of know-how about ITIL is continuous task during the whole [[ITIL Implementation - Project Course|course of the project]]. It is also important to inform all parties concerned about the planned changes to the processes on a regular basis.
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.
 
==== 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 im-provement 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.


==== Objective of this Project Step ====
==== Objective of this Project Step ====


* Build-up of knowledge about ITIL
* Build-up of knowledge about ITIL
* Preparation of information/ training material about the processes to be introduced, for relevant parties on IT and client side
* Training of the employees participating in the new processes in the use of new or changed application systems
* 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 ====


* Structure of the Service Management processes to be introduced
* [[ITIL Implementation - Process Structure|Process overviews]] (process breakdown)
* Process overviews (process breakdown)
* [[ITIL Implementation - Process Interfaces|Interfaces of the ITIL processes]] to be introduced
* Interfaces of the ITIL processes to be introduced
* [[ITIL Implementation - Process Design|Detailed process descriptions]] in the form of ITIL process flows
* Measurements (KPIs) for the processes to be introduced
* [[ITIL-Checklists|Guidelines/ checklists]]
* Detailed process descriptions in the form of Event-Driven Process Chains (EPCs)
* [[ITIL Key Performance Indicators|Measures (KPIs) for the processes to be introduced]]
* Guidelines/ checklists
* Definitions of the process outputs
* Definitions of the process outputs


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* Informed clients
* Informed clients


==== Description ====
==== Success Factors ====


Coaching and the active communi­cation of information and backgrounds to ITIL are decisive for the success during the whole course of the project:
* 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.


If necessary, basic ITIL training should 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.
During the course of the project, further employees will need ITIL training, for example if they are to align their own current processes to ITIL best practice.


After the implementation of a new or changed application system, training measures with regards to their operation are required.
==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map V3</span>====


As a supplement, trainings which contribute to the improvement of the organisation’s public image may be considered („How do I handle critical clients?“).
<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>


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.


==== Success Factors ====


* As already emphasised, 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.
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Revision as of 19:31, 26 July 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." />

DE - ES - ITIL Process Implementation and Trainingdiese Seite auf Deutschesta página en español
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.

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 im-provement 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.

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

Prerequisites

Results/ Deliverables

  • Informed IT staff
  • Informed clients

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.


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 checklists are useful resources.

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