Till ITIL V2, the foundation trainings were limited to the core portion of ITIL – Service Support and Service Delivery. (The impact of such a restriction on the overall perception about ITIL framework is considerable – but that is a separate discussion).

The participants/students in the workshop could easily relate to the concepts covered throughout the trainings:

  • People from operational area could relate fully to Service support; but also could relate to a great extent to the Service delivery areas (with some difficulty to subjects like FMITS, ITSCM etc)
  • People from Tactical/ planning areas could relate to Service Delivery areas fully, at the same time could relate also to the Service support areas.

People from strategic/governance levels found it not directly relating to their areas – hence the ITIL ‘Scope’ (though not fully justified) was perceived to be for ‘tactical and operational areas’.

Now with introduction of Version 3, ITIL talks about ‘Service Life cycle’.  Foundation level trainings handle topics varying from Strategy, continual improvement to Operations.

Because of the ‘perceived scope’ established by the V2 experience, majority of people who attend these workshops are still from operational and tactical areas.  And many (if not most) of then struggle really to relate to areas like Strategy and Continual improvement.

My experience as a trainer in V3 is: there is a just a minority of people who coule relate fully to all areas of ITIL V3 areas covered in a foundation levels. It is yet another fact that they struggle to ‘learn’ those areas too just because of the certification exam!

At the end of the first day ( where predominantly the Service strategy is covered in my programs), I have seen blank look in the eyes of many students, with at least some wondering aloud: Why are you telling all these to us??

The other impact of such vast coverage (and since the duration is kept same, obvious reduction in depth in coverage of topics) is that participants lack a clarity on the holistic picture on ITIL- which used to be achieved at the end of a ITIL V2 training program. There is a whole set of concepts that they learn (or hear) during the workshop – Many struggle to put the pieces together to see the simplified big picture.

As a trainer, it is always my struggle and quest to help my students achieve that fundamental ‘big picture’ – but the lack of time and pressure of certification has impacted those efforts to a great extent.

The quest for an optimal approach to this continues…

 

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