So, how do we measure the effectiveness of training?  There are a number of ways of achieving this, however, I briefly explore the commonly used Kirkpatrick Four Levels^TM evaluation method, however, there are many others available such as; Jack Phillips’ “Five Level RoI Model”, Robert Stake’s “Responsive Evaluation Model” and Kaufman’s “Five Levels of Evaluation”.

The old adage, “this is the start of the journey, not the end” is entirely applicable to training courses.  Why?  The real value of any training is the positive impact on the business once the training delegate returns to their place of work.  But, how many of us actually check that this value is realized?

Ever since the inception of the EXIN ITSM program (and in fact, for many years before…) we have been advocating that “it is all about the people”. Very large percentages of organizations attempting to manage their IT based on ITSM Best Practice, report (perceived) failure or at the very least a lack of measurable benefits. This is largely attributed to “people”-related issues e.g. ABC, (lack of) management commitment etc.

Getting back to people and ABC. ‘ABC is like an Iceberg, much of it is hidden beneath the surface yet it is capable of causing enormous damage to your organization. Capable of stopping your improvement program dead in its tracks or sending it off in an altogether different direction than you were aiming at’.

This is the second of my blogs and it focuses once again on people. In fact its not really a blog, more of a rant.  ‘Why not write about something else’? I hear you ask. Because I want to stress the criticality of the people element and because you may have already forgotten about the messages in the first blog because it wasn’t about something sexy like Cloud or Social media, AND more likely you probably decided not to do anything about it! ( I will explain why I made this generalization shortly) .

We have had ITIL V2, ITIL V3 and now there is ITIL2011.  Despite all of these ITSM frameworks the majority of organizations are still struggling to adopt and successfully apply them. At least that is what we find in our surveys of more than 3000 IT organizations. Something needs to be done to ensure these frameworks start delivering value.

Liz Gallacher visited the EXIN IT Service Management meeting in London on June 15. On LinkedIn she gives her feedback on this one-day event.

ITSM has always been about the people – their motivations, cultures, personal agendas, fears and desires, and our program properly addresses that. Yes, it’s about best practices but real practice is what people really want.

 

EXIN's ITSM according to ISO/IEC 20000 certificates are worth CPD (Continuing Professional Development) credits within itSMFi's priSM Program! Here's an overview of the credits.

On 13 October 2010 we hosted our third annual ITSM event in Beijing. For a day, with over 250 attendees, the Chinese capital was the center of attention for IT Service Management in China.

Een bijeenkomst van het NGI, Afdeling Beheer en Service Management.

Dinsdag 16 november 2010, 18:00 – 21:00
Jaarbeurshal Utrecht

Following a maze of process and procedures to reach a certain standard of quality in your services is no easy task. To help you out, the ISO/IEC Special Interest Group (SIG) has prepared a series of webcasts to cover every phase of implementing ISO/IEC 20000 in your organization.

The new Fast Track Calculator tool for EXIN’s ITSM program shows candidates in a few steps exactly what is needed to achieve top certification in ITSM. EXIN’s qualification program in ITSM according to ISO/IEC 20000 is a flexible program designed to incorporate past skills and experience. Using this new calculator, candidates receive a tailor-made plan for personal advancement in the ISO/IEC 20000 qualification program.

It’s new, it’s blue, and it’s all about you. Over the past three months, EXIN’s ITSM program has undergone a major facelift to reflect the unique nature of the program. There’s a whole new ‘look and feel’ to the qualification program including new logos, brochures, web sites, courseware, videos, webinars, and pins. This time though, it will be clear to everyone what the program is about – you, the professional, being able to manage services.

We are pleased to announce an entirely new website for EXIN’s ITSM program according to ISO/IEC 20000. The new site balances a clean, professional look with high-tech features and tools.