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ITIL :: View topic - Where does "Training" go?
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Where does "Training" go?

 
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tmack
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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.
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

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

Tmack

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

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

hi,

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...

UJ
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