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27 August 2009 | Shirley Lacy Blog
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What Motivates Individuals to Learn about ITIL Service Management
This week Shirley looks at what motivates people to learn about IT Service Management and ITIL...

  Shirley Lacy

In my last blog, we looked at the ITIL qualification scheme and how it works. Now I would like to take a look at what motivates people to learn about IT Service management practices and ITIL in particular.

A key contributor to ITIL’s success is the associated education, training and qualification scheme.  Many organisations and individuals have improved their service management capability and ways of working as a result. There are some differences in motivation for individuals compared to an organisation using ITIL as a framework for organisational development. This week let us look at what motivates individuals to learn about ITIL.

Internationally recognised qualifications. ITIL qualifications set international benchmarks of quality for all people within the IT profession across the world. Individuals recognise the ITIL brand and this is a key motivator – they feel that their qualification will be worth the effort.

Learning a common language. Many people already know some of the ITIL processes but they may not be using the standard terminology. People recognise the importance of learning a common language that applies across a global supply chain. Many people want to be part of the community that speaks this language.

Building confidence. In training sessions we find that students use examples from their own experience to compare to ITIL best practices – often this in their own organisation. They quickly recognise one or two areas where they have seen problems and potential solutions within ITIL. This helps to build their confidence in ITIL and confidence in their understanding of service management. When individuals gain an ITIL qualification this also boosts their confidence.

Career development. Building an individual’s confidence is a key factor for success and one reason that many people continue with their personal development in ITIL In my experience, many individuals that have taken an ITIL course have been promoted or been able to get a new job or promotion soon afterwards. They are more confident to take the next steps in their career. Individuals sometimes want to go and find another job after an ITIL course – perhaps their organisation is not really adopting the spirit and intent of ITIL. At least they are confident to go and develop their career.

Doing a better job. Most people want to find smarter ways of working – this helps them to demonstrate their value in the workplace,. We find that students identify potential improvements during IT service management courses (both ITIL and ISO/IEC 20000). They usually range from things that that can be done next week to longer term improvements. This motivates people to go and use what they have learnt on training courses.

Motivating individuals to learn

Learning occurs best when people are motivated and aware of their current personal level of knowledge as well as the target learning objectives. Individuals that want to maximise their learning in service management and ITIL should

  • Understand where their qualification fits within the overall ITIL qualification scheme.
  • Be clear why they are taking the qualification. Their motivation to learn depends on the relevance of learning to an individual’s education and career.

Nearly all students learn and perform better in both exams and workplace situations if they can make the connection between what they are being taught through classroom teaching or personal study and their real life experiences. Good trainers will help students to make this connection by using relevant examples during the course.

Learning is the process of acquiring knowledge or skill through study, experience or teaching. It is a process that depends on experience and leads to changes in behaviour. By learning about a common approach to IT service management individuals can contribute effectively to ongoing service improvement programmes.

Any feedback and comments are always welcome!

Shirley Lacy Email to a colleague | Add to MY ITP

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