ITIL – IT Infrastructure Library is an integrated set of best practices that are used to aid the implementation of a framework for IT Service Management.

Last year we saw a need to re-tailor our course to meet the rise of ITIL adoption worldwide. One of our clients, a multinational outsourcing firm with a IT staff strength of 3,000 people in three disperse locations US, India and China, faced the challenge to bring their IT personnel staff up to speed with
the newly implemented ITIL framework.

The company has an objective to meet: get their IT staff trained and certified on the new ITIL new processes and tools within 3 months. The most logical learning strategy is to use e-learning to achieve the goal. However this could also eat up the time and cost required to tailor the courseware to fit the new processes especially catering to different languages. We put quite a number of solutions on the table and finally opted the best strategy that meets the objective and proved to be the most effective implementation method we have taken for such a case.

Taking the time frame, customization requirements and quality into consideration, we use the best of both worlds marrying e-learning with classroom workshops. While taking the time to prepare the new materials for the changes in the processes, the students picked up ITIL fundamental concepts on their own using the e-learning ITIL foundation training. E-learning took care of the logistics and timing
challenge. However e-learning was not the best medium to internalize new concepts so we left that the face to face workshop session. We cut short the typical 3 days session to 1 day workshop to train the staff on the tailored processes and procedures as well as using a business simulation game to further
internalize their knowledge learned from e-learning.

Based on this experience and a few other case studies, we found a good mix of different
learning mediums can yield a higher learning outcome and satisfaction from the
students and clients.

Alexa Yim is the global learning strategist for Quint Wellington Redwood with 8 years of e-learning and training experience. Visit our ITIL training and certification courses (http://itiltraining.quintgroup.com) and our other case studies for your
reference.