Blended ITIL Training Workshops Turns Out
To Be A Highly Effective Implementation Method
By: Alexa Yim
ITIL - IT Infrastructure Library is an integrated
set of best practices that are used to aid the implementation
of a framework for IT Service Management.
Last year we saw a need to re-tailor our course to
meet the rise of ITIL adoption worldwide. One of our
clients, a multinational outsourcing firm with a IT
staff strength of 3,000 people in three disperse locations
US, India and China, faced the challenge to bring
their IT personnel staff up to speed with the newly
implemented ITIL framework.
The company has an objective to meet: get their IT
staff trained and certified on the new ITIL new processes
and tools within 3 months. The most logical learning
strategy is to use e-learning to achieve the goal.
However this could also eat up the time and cost required
to tailor the courseware to fit the new processes
especially catering to different languages. We put
quite a number of solutions on the table and finally
opted the best strategy that meets the objective and
proved to be the most effective implementation method
we have taken for such a case.
Taking the time frame, customization requirements
and quality into consideration, we use the best of
both worlds marrying e-learning with classroom workshops.
While taking the time to prepare the new materials
for the changes in the processes, the students picked
up ITIL fundamental concepts on their own using the
e-learning ITIL foundation training. E-learning took
care of the logistics and timing challenge. However
e-learning was not the best medium to internalize
new concepts so we left that the face to face workshop
session. We cut short the typical 3 days session to
1 day workshop to train the staff on the tailored
processes and procedures as well as using a business
simulation game to further internalize their knowledge
learned from e-learning.
Based on this experience and a few other case studies,
we found a good mix of different
learning mediums can yield a higher learning outcome
and satisfaction from the
students and clients.
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