ITIL Training Experiences at New Horizons
We’ve had a lot of successful classes lately. Over the last 5 classes the pass ratio has been over 95%. Our students are really studying hard to prepare for the exam. I’ve found some common threads throughout my conversations with our clients and here are a few of them.
One of the biggest problems most people have with ITIL is trying to fit their organization to ITIL. That is matching your departments to the ITIL processes. Ultimately, this is what we want to do when we implement ITIL’s best practices, but in preparing for the exam, it can cause confusion. The ITIL process will take several years. Getting everyone versed on the terminology, how the flow of information in the Processes works in your organization, and then actually making your organization work with ITIL best practices can take some time. We at New Horizons can help in getting your staff up to speed on the concepts and the Foundations certification.
ITIL boils down to providing quality Customer service and making more effective and efficient changes in your IT infrastructure. The Customer here is usually your end user in the business unit. We are there to support the business. If you provide outsourced IT to an organization, it’s a little easier to understand this concept. For too long, IT has answered “NO” to the “Customer’s” requests when those requests might have ultimately made the company more money. Understanding the customer service aspect is another major stumbling block for many in learning ITIL.
A third area that many people have difficulty getting in the ITIL mindset relates to the way their company actually implements it. There HAS to be support from upper management, not only IT but management in the business unit(s). If we don’t understand this, then ITIL will be less useful. It becomes a sales process that IT will have to learn and get good at doing. For far too long we have missed the business side of what we do.
ITIL can be a great way to help your organization make the changes in your IT infrastructure that will support the business or your company. We at New Horizons are primed and ready to help you with that implementation.
The ITIL training catalogue/schedule at our centers can be found here
We’ve had a lot of successful classes lately. Over the last 5 classes the pass ratio has been over 95%. Our students are really studying hard to prepare for the exam. I’ve found some common threads throughout my conversations with our clients and here are a few of them.
One of the biggest problems most people have with ITIL is trying to fit their organization to ITIL. That is matching your departments to the ITIL processes. Ultimately, this is what we want to do when we implement ITIL’s best practices, but in preparing for the exam, it can cause confusion. The ITIL process will take several years. Getting everyone versed on the terminology, how the flow of information in the Processes works in your organization, and then actually making your organization work with ITIL best practices can take some time. We at New Horizons can help in getting your staff up to speed on the concepts and the Foundations certification.
ITIL boils down to providing quality Customer service and making more effective and efficient changes in your IT infrastructure. The Customer here is usually your end user in the business unit. We are there to support the business. If you provide outsourced IT to an organization, it’s a little easier to understand this concept. For too long, IT has answered “NO” to the “Customer’s” requests when those requests might have ultimately made the company more money. Understanding the customer service aspect is another major stumbling block for many in learning ITIL.
A third area that many people have difficulty getting in the ITIL mindset relates to the way their company actually implements it. There HAS to be support from upper management, not only IT but management in the business unit(s). If we don’t understand this, then ITIL will be less useful. It becomes a sales process that IT will have to learn and get good at doing. For far too long we have missed the business side of what we do.
ITIL can be a great way to help your organization make the changes in your IT infrastructure that will support the business or your company. We at New Horizons are primed and ready to help you with that implementation.
The ITIL training catalogue/schedule at our centers can be found here
