Changing the approach of ITSM training scheme, a necessity for the future (Part 2)

By Laurent Duenas, May 21st 2014 

 

The situation

 

A lot of training offerings but poor results

To overcome the increasing need for ITSM competences, the market of examination centers and training providers has organized its offering around a full range of training courses and certification programs addressing both theoretical and practical content. They are generally guided by major framework streams such as ITIL and ISO 20K. To this offering, companies have responded with enthusiasm according to the large number of certified IT people in the world (closely to 2.000.000 since the 2000).  The question is: Are IT departments providing better IT Services now that they have been strengthened with this knowledge? There is no doubt that the majority of IT people at all levels of responsibility are conscious of the imperative to improve their organization ITSM maturity. But real improvements come last. IT industry hasn’t got the reputation to be the best reliable industry amid its peers (such as energy, automotive, aviation, electronics, etc.). Even with a lot of ITIL certified people in their offices, IT changes are still risky, service recovery times are not exceptional, and customers are still experiencing bad incident management with adverse impact on their business activity.

 

The limits of MCQ

One of the main issues is that the pedagogical limits are brought in by a strongly industrialized delivery model of education. As other industries, the ITSM training industry has modeled the delivery of its services through the best automated processes – using MCQ answering forms and accrediting training suppliers’ materials through standard syllabus. But this approach just encourages providers and students to comply just with the required theoretical knowledge and to maximize the number of certification passed. The quality of genuine practical knowledge is much more uncertain. Even if they are based on case study analysis, MCQ models can be easily countered by selection techniques focused on analyzing the answer structures and not really reckoning on the case. In this context it is difficult to move away from scholar learning and get into something more practical for professional usage. 

 

Basic understanding failure

Another pitfall often encountered is that people discovering the ITIL framework decide to implement it as a one global package. This approach often results in never-ending projects and leads to discredit for ITSM frameworks.  For instance, many ITSM professionals proclaim that ITIL framework is only a source of inspiration of where to pick-up what is needed to fulfill company objectives, and then, the selected best-practices must be adapted to the context before implementation. Following scholar teaching, and not being guided by experienced professionals, not enough awareness is transmitted to avoid this kind of “beginner” trick.

To fill the presented gaps and weaknesses, some propositions can be made in terms of positioning and methodology.

 

 


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