ITSM is what makes an IT organization a business enabler by providing utility and various warranties such as performance, availability, continuity and security? All of that supports business outcomes. The deep ITSM value comes from the intelligence and the relevancy that people put into these assets. This largely relies on ITSM understanding, knowledge, and field experience, which are not easy to acquire. Hence, what makes IT people good at anticipating risks, mastering change, and responding to a critical customer request, is the success of IT organizations to adopt these “soft skills” into their inner culture.
Many challenges need to be overcome:
► Don’t think that just a handful of ITSM specialists would be enough to improve the whole organization maturity
► Positive results such as a shared customer-oriented culture and a process and industrialization mindset are not mechanical, they cannot be expected just by investing in numerous training sessions.
► Understanding the actual value of ITSM best-practices is difficult just by reading specialized literature. It needs to experience them through genuine practice.
► Certification programs limited to MCQs model just encourage students to comply with the theoretical knowledge and to maximize the number of certification passed.
► Are IT departments providing today better IT Services now that they have strengthened their ITSM skill with a large number of ITIL® trainings and certifications?
A change in the approach of ITSM training has to be thought for the future, as to really improve the quality of IT management for higher customers’ satisfaction and to reach “excellence”.