We have been delivering In-House Training services to our customers for a number of years. Reducing the time away from the office, they offer a cost-effective solution to training an entire team and offer delegates the chance to gain an industry recognised qualification. This is particularly true for a service management team, many of whom who will be responsible for essential support activities on an IT helpdesk but who would benefit from essential ITIL Foundation training.
Rather than another mountain of words on the topic, I thought you might like to read the actual views of one of our recent customers:
Vicky Samways, IT Training Co-ordinator at the University of Essex explains how in-house training provided a practical solution for their IT Department’s training needs and highlights the positive impact that ITIL is now already having on the workplace.
“Our ITIL Foundation in-house training was for IT helpdesk staff, plus various other first line support desk staff (Audio Visual, Media, and Engineering). We also included some second line support staff, which meant that the training was for around 20 participants and ran over 3 sessions. We adopt a range of training solutions, including off-site, on-site, authorised in-house and online learning. Over the last year we have worked towards blended solutions. In-house training is particularly suitable for IT departments, as it is can be impractical to send large groups of staff (namely first line support) off-site for a number of days. Having training on-site means that if a high-profile problem was to arise, we could easily utilise staff during session breaks or pull them out of training if necessary.
ITIL Foundation training was very timely for our service desk staff due to the imminent arrival of new software which is going to change the workflow for dealing with support, service requests and fault reporting. It was also timely due to a capital development project which will result in office location changes in the coming years.
We have already seen a positive impact from staff who have obtained the ITIL Foundation Certificate, such as:
- speaking a common language and using a common approach to scenarios and support;
- proactively promoting this cohesion and encouraging others to uptake the ITIL qualification without our influence;
- personal development and satisfaction both in terms of their achievement and job satisfaction at the investments that are being made in their development;
- using ITIL to underpin business and support related decisions.
Initially IT Governance Ltd was shortlisted as our training provider as they offered the flexibility to accommodate our exam requirements. They could also meet our tight deadlines and deliver the specific dates we needed the course to run, as well as being competitively priced. We have chosen to continue using IT Governance Ltd because we have faith not only in the course content and instructor, but also in the administration and communication of their central HQ.”