ITIL Implementation - Training: Difference between revisions

From IT Process Wiki
No edit summary
Line 2: Line 2:
<imagemap>
<imagemap>
Image:ITIL-Wiki-de-es.jpg|DE - ES - ITIL Process Implementation and Training|100px
Image:ITIL-Wiki-de-es.jpg|DE - ES - ITIL Process Implementation and Training|100px
rect 0 0 50 30 [https://wiki.de.it-processmaps.com/index.php/ITIL_Implementation_-_Training diese Seite auf Deutsch]
rect 0 0 50 30 [https://wiki.de.it-processmaps.com/index.php/ITIL-Implementierung_-_Training diese Seite auf Deutsch]
rect 50 0 100 30 [https://wiki.es.it-processmaps.com/index.php/Implementaci%C3%B3n_de_ITIL_-_Adiestramiento esta página en español]
rect 50 0 100 30 [https://wiki.es.it-processmaps.com/index.php/Implementaci%C3%B3n_de_ITIL_-_Adiestramiento esta página en español]
desc none
desc none
Line 43: Line 43:


* 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.
<p>&nbsp;</p>
'''''Communicate process changes early and to all parties involved.'''''
* ''If the process participants learn of the new processes only at this stage, a lack of acceptance will be inevitable. As many employees as possible should therefore be involved in the design of the processes during the earlier project phases.''


<p>&nbsp;</p>
<p>&nbsp;</p>
Line 53: Line 59:
* [[ITIL-Checklists|Guidelines/ checklists]]
* [[ITIL-Checklists|Guidelines/ checklists]]
* [[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 [[ITIL-Checklists#ITIL 2011 Templates|process outputs]]


<p>&nbsp;</p>
<p>&nbsp;</p>
Line 70: Line 76:
<p>&nbsp;</p>
<p>&nbsp;</p>


==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map V3</span>====
==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map</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>
[[image:thumb-itil-process-overview.jpg|frame|right|alt=ITIL overview diagram|Figure 1:  ITIL process overview]]
<span style="color:#5d5d5d">The process overviews of the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] are very helpful in the explanation of the new ITIL processes and the illustration of their interdependencies ''(see [[media:thumb-itil-process-overview.jpg|Figure 1]])''.


<p>&nbsp;</p>
For detailed information about processes, the detailed process flows and [[ITIL-Checklists|ITIL templates]] are useful resources.</span>
 
<br style="clear:both;"/>


&#8594; back to: '''[[ITIL Implementation|ITIL Implementation (main page)]]'''
&#8594; back to: '''[[ITIL Implementation|ITIL Implementation (main page)]]'''


<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
 
<html><a rel="author" href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Andrea Kempter | Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></html>


<!-- This page is assigned to the following categories: -->
<!-- This page is assigned to the following categories: -->
[[Category:ITIL V3]][[Category:ITIL implementation]]
[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL implementation]]
<!-- --- -->
<!-- --- -->

Revision as of 15:37, 28 June 2013

<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.

 

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.

 

Communicate process changes early and to all parties involved.

  • If the process participants learn of the new processes only at this stage, a lack of acceptance will be inevitable. As many employees as possible should therefore be involved in the design of the processes during the earlier project phases.

 

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

ITIL overview diagram
Figure 1: ITIL process overview

The process overviews of the ITIL Process Map are very helpful in the explanation of the new ITIL processes and the illustration of their interdependencies (see Figure 1).

For detailed information about processes, the detailed process flows and ITIL templates are useful resources.


→ back to: ITIL Implementation (main page)