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

By Laurent Duenas, May 21st 2014 


The Proposition


Give back importance to ITSM

At a moment when ITSM frameworks have lost their impetus (they are less trendy today than what they used to be 10 years ago), it is essential to re-position ITSM where it normally should be: at a strategic level. ITSM is not only a concern of process implementation; it is about establishing mindfulness of business contribution and customer-oriented culture. ITSM, as previously stated, is a key to business success. If people understand the importance of really mastering ITSM best-practices, IT professionals would not concern themselves with the currently provided training offering. They will automatically move on to other learning methods, focused on more concrete practice closer to real life situations (and solutions).


Complementary aspects of training remain to be invented

The purpose of this article is not to criticize the value of theoretical teaching. The objective is to highlight the necessity to make existing teachings evolve to more practical sessions, based on new collaborative capabilities provided by today’s technology. One of the ideas would be to take the applicant during a multi-year trial: where several experienced tutors would provide continuous and varied accompaniment; where a large place for exchanges will be given; and where certification will be based on theory adaptation to concrete life and achieved results, more than MCQ score and concepts known by heart. In this innovative vision for training, regular virtual meetings between professionals, tutors, assessors, can be set-up through communication and collaborative technologies. Today, webex, videoconference, and social media tools, help us to interactively share plans, documentation, and reports. Technology can facilitate tutors to "supervise" their students and to comment on their success, gaps and falls. This really gives a large place to real life learnings.


A new practical diploma has been set up with the ITIL Master certification. During the trial, the ITSM practitioner prepares a presentation of a personal implementation project and presents it to an assembly of ITSM professionals. Based on his/her understanding of the ITIL concepts, he/she is assessed, and then obtains the Master certification. May be the reason why few people have get certified to this level resides in the fact that people are fed up with new certification programs which are seen much more as a business than as a genuine practical value-added. Today (end-of-2013) less than 50 people in the world have been certified as ITIL Master. That can be perceived as a sign of the necessity to change.  



Despite an important gap between the existing commercial offering and the field expectations, which makes the challenge relatively tough to tackle, we see that solutions for improvement exist moving away from traditional educational paths. But crucial questions remain. Firstly, would current training providers see this proposition as a great opportunity for those who have built their business models on exams sales and accredited materials? What would they have to earn within a new model consisting of workshops, with live assessment by pairs, very far from their examination programs? Secondly, on which basis would the business model work? Long duration accompaniment requires heavy involvement from professionals. If this accompaniment had to be priced based on consulting rates (for example), most applicants could no longer afford it. Does this proposition only work on a voluntary basis as collaborative projects we see in social networks work? This means a breakthrough from lucrative training approach to a “philanthropic” helping culture and knowledge transfer. Student goals and objectives remain to be figured out before an ITSM training provider plans to launch a new training offering.



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