ITIL Implementation - Training
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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 course of the project. It is also important to inform all parties concerned about the planned changes to the processes on a regular basis.
Objective of this Project Step
- 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
Prerequisites
- Structure of the Service Management processes to be introduced
- Process overviews (process breakdown)
- Interfaces of the ITIL processes to be introduced
- Measurements (KPIs) for the processes to be introduced
- Detailed process descriptions in the form of Event-Driven Process Chains (EPCs)
- Guidelines/ checklists
- Definitions of the process outputs
Results/ Deliverables
- Informed IT staff
- Informed clients
Description
Coaching and the active communication of information and backgrounds to ITIL are decisive for the success during the whole course of the project:
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.
As a supplement, trainings which contribute to the improvement of the organisation’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.
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.
