ITIL V3 | training to end-users | Release and Depl. Mgmt ?

[fr_dertschoff]

Dear all,
I try to figure out which chapter fits to "training to end-users". Training to end-users is sometimes provided by the Service Desk or the guys from Level 2 (in our case) or by a training department.
In our case the application is already in use, but there is still a ramp-up phase for some services in the company. Since these guys have a new software, they need specific training.

I would suggest that training to end-users, event performed by the guys from Operation Service, is part of Service Transition (Release and Deployment Management).

I am not sure if I have the correct interpretation of the chapter 4.4 Release and Deployment Management (book Service Transition).
In 4.4.1 it says:
"The purpose of Release and Deployment Management is to"....
"Ensure that there is knowledge transfer to enable the customers and users to optimize their use of the service to support their business activities".

I would be grateful for inputs concerning my reasoning.

[swansong]

Hi, and welcome to the forum.

My interpretation is that ITIL states that user training must be given however it is not slavish in determining who should give this. I guess you should (as Bob the Builder says) "use the best tool for the job!".

I have re-edited my original post to add the following: Apologies. Having re-read your message I think I have supplied a superficial answer to perhaps a more complex question. I will leave my post here, however I will waych with intrigue (and add further thoughts if possible) as the discussion develops.

[Diarmid]

I'm not clear on why you want to fit "training to end-users" into a chapter.

I would think that sometimes it would be provided as part of a project (such as when implementing a new service).

Sometimes it would be provided when new staff join the organization, or staff change their role.

Sometimes it will be provided as a consequence of lack of training being identified as the underlying cause of a problem situation.

Sometimes it will be provided as part of a service improvement initiative in the expectation that users will become more effective in consequence.

That's all I can think of off the top of my head, but I don't see why you would need to have one particular ITIL chapter covering them all. On the other hand, perhaps it does if it is geared that way.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

[fr_dertschoff]

Thank you for your input.

My approach is not necessarily to fit "training to end-users" into a specific chapter. But after having read a lot ITIL documents, I couldn't figure out where to put it.
Apparently it fits to more than one book and more than one chapter.

I have to precise that the end-user training I'm talking about is mentioned in out Service Catalogue. It is not the training provided for the Service Desk or a Super User.

I found another chapter and a function wich is in charge of end-user training too: Application Management generic activities (--> 6.5.5 in Service Operation):

[UKVIKING]

After reading a lot of ITIL documents, ... which documents

Are you talking about the 5 books for V3, the 2 books for V2, the innumerable books / phamplets / etc by others

I would put them on the shelf

I would then take - if not already take training on ITIL

What I am confused about is

what is your purpose with ITIL ?

How are you trying to shoe horn ITIL into the company
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[Diarmid]