| ITIL - IT Infrastructure Library is an integrated set of | | | | case. |
| best practices that are used to aid the implementation | | | | Taking the time frame, customization requirements and |
| of a framework for IT Service Management. | | | | quality into consideration, we use the best of both |
| Last year we saw a need to re-tailor our course to | | | | worlds marrying e-learning with classroom workshops. |
| meet the rise of ITIL adoption worldwide. One of our | | | | While taking the time to prepare the new materials for |
| clients, a multinational outsourcing firm with a IT staff | | | | the changes in the processes, the students picked up |
| strength of 3,000 people in three disperse locations US, | | | | ITIL fundamental concepts on their own using the |
| India and China, faced the challenge to bring their IT | | | | e-learning ITIL foundation training. E-learning took care |
| personnel staff up to speed withthe newly | | | | of the logistics and timingchallenge. However e-learning |
| implemented ITIL framework. | | | | was not the best medium to internalize new concepts |
| The company has an objective to meet: get their IT | | | | so we left that the face to face workshop session. |
| staff trained and certified on the new ITIL new | | | | We cut short the typical 3 days session to 1 day |
| processes and tools within 3 months. The most logical | | | | workshop to train the staff on the tailored processes |
| learning strategy is to use e-learning to achieve the | | | | and procedures as well as using a business simulation |
| goal. However this could also eat up the time and cost | | | | game to furtherinternalize their knowledge learned |
| required to tailor the courseware to fit the new | | | | from e-learning. |
| processes especially catering to different languages. | | | | Based on this experience and a few other case |
| We put quite a number of solutions on the table and | | | | studies, we found a good mix of differentlearning |
| finally opted the best strategy that meets the | | | | mediums can yield a higher learning outcome and |
| objective and proved to be the most effective | | | | satisfaction from thestudents and clients. |
| implementation method we have taken for such a | | | | |