Learning and Development Strategy for IT Service Management

Learning and development (L&D) cannot have a strategy that stands on its own when it is part of business strategy, L&D must support the strategy of the business. IT service management (ITSM) is the fibre of every service that modern business organisations provide today, and therefore L&D must support this. Service quality is subject to continual improvement in every business organisation therefore, the right solutions and resources should help L&D form a strategy for improving overall service quality.

For example, if we take a business vision such as,

“To provide a portfolio of services that help the business to thrive by enabling all teams to work together effortlessly”

we therefore, need to establish goals to support this vision, such as:

• Improve service quality
• Adopt a service mindset organisation-wide
• Ensure the consumer has total trust in everything we do
• Make ITSM more open to audit and measurement

Adopting a service mindset is cultural, and whilst an environment of cultural diversity should be encouraged and supported, i.e., appreciating that society is made up different groups of people who have different interests, skills, and competencies, etc., one cultural component that must be calibrated organisation-wide is a ‘service mindset’.

I have composed a generic, and quite comprehensive proposal document which aims to educate those who may not be too familiar with ITSM, particularly ITIL?, and equally to propose suggestions and identify success factors that can form part of a L&D strategy for ITSM, and in turn optimise resources and benefits. Not to mention, a strategy that aims to prevent such an organisation reverting back to old working ways. This document covers aspects such as:

• ITIL certification training
• Servant leaders
• Introducing a service management office (SMO)
• Adopting an internal certification scheme

The solutions proposed within this document have not copied and pasted directly from the ITIL textbook or any textbook, albeit as an accredited Axelos?/PeopleCert? ITIL trainer many principles and definitions are indeed ITIL based however, I have composed these solutions directly from my experience within the workplace and more so, an attempt to bring everything into real life context and meaning. For clarification, I am not a L&D specialist but recognise that L&D overarch many elements, with the development of ITSM being one!

This document (PDF) can be viewed or downloaded directly from our homepage, at https://www.itsmassist.com

Trevor Wilson

E: [email protected]