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

 
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fr_dertschoff
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Joined: May 20, 2010
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Location: France

PostPosted: Thu May 20, 2010 7:46 pm    Post subject: ITIL V3 | training to end-users | Release and Depl. Mgmt ? Reply with quote

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.
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swansong
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Joined: Nov 14, 2007
Posts: 109

PostPosted: Thu May 20, 2010 7:53 pm    Post subject: Reply with quote

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.
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu May 20, 2010 8:10 pm    Post subject: Reply with quote

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.
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"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
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fr_dertschoff
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PostPosted: Thu May 20, 2010 10:34 pm    Post subject: Application Management generic activities Reply with quote

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):
Quote:
Design and delivery of end-user training. Training may be developed and delivered by either the Application Development or Application Management groups, or by a third party, but Application Management is responsible for ensuring that training is conducted as appropriate.


So it's partly a task done by the Application Management teams.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3256
Location: London, UK

PostPosted: Thu May 20, 2010 10:49 pm    Post subject: Reply with quote

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
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Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu May 20, 2010 11:04 pm    Post subject: Re: Application Management generic activities Reply with quote

fr_dertschoff wrote:
So it's partly a task done by the Application Management teams.

I would prefer to say that some training is likely to be provided by or through the applications management teams.

Other training may be provided from other places:

Basic "how to use windows on office computers"
Understanding security issues and responsibilities
using the knowledge base, the service catalogue etc.

While there important perspectives that will want to make you look at user training overall, ITIL is not likely to be such a perspective.

Your quality management system on the other hand will (hopefully) require that access to facilities is not permitted for those who have not had the appropriate training in the use of those facilities.
_________________
"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
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