Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: FaustoHinc
New Today: 1
New Yesterday: 31
Overall: 231505

People Online:
Visitors: 123
Members: 1
Total: 124 .



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

NOTE: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - Where does "Training" go?
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Where does "Training" go?

Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message

Joined: Jan 21, 2007
Posts: 20

PostPosted: Wed Dec 03, 2008 1:41 am    Post subject: Where does "Training" go? Reply with quote

I have been struggling with this consistently. In terms of service desk staff training. Where does that maintenance sit as far as a role? I see that the service desk manager has some vague responsibilities for the training program and staff skills. So does that mean that the SD Manager should manage themselves or training staff to carry out necessary skill improvements? That's what makes most sense to me but I wanted to find out what others do and what is working for them.
Back to top
View user's profile Send e-mail
Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Wed Dec 03, 2008 1:47 am    Post subject: Reply with quote


In terms of what ?

CoBIT has an objetcive for Training in its objectives
Basic management responsibilities have it somewhere

Training needs, wants and ability come from multiple sources

HR tracks staff training as part of retention programs for staff
Finance allocate funds
The various departments fight over the pool of cash
Then each depatment farms out training funds to who ever can be trained
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Senior Itiler

Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Wed Dec 03, 2008 2:09 am    Post subject: Reply with quote


The SM Manager and/or Team Leader should look after training. Whether you use external training or not depends entirely on what you need. Sometime the best thing you can do is sit someone down with a 2nd line guy/gal for an afternoon and learn what they do and what info from the SD helps them get it done quicker.

But only you can work out what is appropriate for your organisation...

Did I just say that out loud?

(Beige badge)
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk All times are GMT + 10 Hours
Page 1 of 1

Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003

Forums ©


Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.