I am going to lay down some info around how my organisation is contemplating its ITSM education campaign. Interested in your feedback, what you've seen work/not work in your travels.
Shared Infrastructure Support Provider.
~310 staff, 13000 end users under mgt (6 customers)
Growing to ~650 staff and 50000 users under mgt over next 3 years (15 customers).
Implementing v3 aligned capabilities (process, tooling, organisation) over next 3 years.
Upgrading our ITSM tool between Jan-June 2010 (already 8 months planning & procurement under our belt).
Currently CMM level 1.5-2.5 across V2 support processes, CMM 1.0-1.5 across V2 delivery processes.
1x V3 expert on staff (me), 4x v2 managers on staff, many v2 foundation, couple of v2 practitioners.
ITSM Awareness training across all staff, combining some theory and also what our transformation is going to look like. Objectives - all staff understand:
- The importance of IT Service Management Processes /ITIL
Benefits for Our Company
Introduction to the lifecycle framework and its different components/processes
How the different processes work together
What this means at a team/individual level
3.5 hr classroom 12 people per session
Almost mandatory to attend (execs, mgrs, T/Ls, staff, key contact where we have an OLA with a third party, customer solver groups)
Build custom curricula (slides, handouts) with a certified ITIL training company
Some comms (FAQ on intranet, email Q&A box, attend team meetings to promote the training)
Give everyone an official v3 pocket book
Pilot the training with our Exec
Conduct Train-the-Trainer so that we have 5-6 internal ppl who can run this training
Make the course evaluation more like a John Kotter organisational change survey (will outline in a further post)
Training then is added to our induction for new starters
NOTE: next wave is more specific tooling/process training that will be targeted based on which audiences use what processes. This next wave of training is actually an ongoing thing as our journey to CMM 3 across the whole place will be never-ending - a bit like the Monkey TV show where we're on a journey towards enlightenment. Not sure who is Monkey, Pigsy, Sandy or Tripitaka.
This initial awareness training wil be a prerequisite to be able to attend the next wave, which is a prerequisite to using the new ITSM tools (ie: working here).