Posted: Mon Jan 16, 2006 11:17 pm Post subject: How will ITIL Training Benefit Me in a Front Line Role?
Hi everyone, i am a recent i.t graduate working in a call centre based technical support department for a large telecoms company.
I am very interested in becoming ITIL trained and now have the opertunity to explain to my employer how ITIL will benefit my department and the advisors as individuals. I need to have a clear explanation of how ITIL training will improve each individuals performance so that advisors and not just managers will be able to go on the course.
The problem is that having not been on the course i do not have enough information to really back up my arguments. Can anyone on here provide me with some usefull points to make in why actual front line advisors/technicians should be ITIL trained and not just managers?
Posted: Thu Jan 19, 2006 7:42 pm Post subject: Re: How will ITIL Training Benefit Me in a Front Line Role?
This is my first post. I wanted to know certain things which i am sure someone will definitely be able to help. actually i am doing my master's programme in information technology. We are a group of 5 and we are doing a project on ITIL. As this was a totally new concept for us, we had no idea whatsoever it was. it was the first time i was reading abt it. we have no hard copy and i doubt if our director will be ready to get the toolkit for us. as of now we are studying from the net. we are planning to implement service delivery and service support sets on our college. but then we were told tht it would take a lot of time to implement. we have to finish this project in 3 mnths. so we might go for just one discipline, say incident management or problem management, etc. i would like to know how exactly do we go about it. we dont have a guide here. so it would be great if i get a few suggestions on how to go about it.
please help me guys...
Thank you anyways
Joined: Jul 26, 2005 Posts: 42 Location: Northern Virginia, USA
Posted: Thu Jan 19, 2006 10:58 pm Post subject: Mission Impossible
Ok, without the benifit of knowledge, books, or matierials, you want to implement part of ITIL in 3 months. You might seriously think this over. I have 25 years experience in the IT world, 6 years in ITIL, and a Manager Certifcation and am still learning. However, if you wish to be in the "fools rush in" catagory, go to becta.org.uk/tsas/index.cfm?refsect=ntss&bcsect=default§=fits§=fits&id=MANIFEST01_RESOURCE2 There you will find documentation and implementation information that may get you through your project.
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