As Lwavela Jongilanga explains early in this article, many organizations start using ITIL only to find that the investment doesn’t deliver much value to their business. This isn’t because ITIL isn’t applicable to them, but rather because theory-based ITIL training courses don’t provide the foundation those organizations need.
Post Training and Mentoring is Key
Jongilanga draws this conclusion from the expertise of Edward Carbutt, executive director at Marval SA. As Carbutt says:
“It is recommended that enterprises should consider post-training coaching and mentoring by an ITIL professional. ITIL training provides users with the base theory on ITIL, while further coaching and mentoring from a seasoned ITIL professional guides staff and allows the business to grow its ITSM capability and, in the long run, create experts in IT service,” says Carbutt.
He notes that it's prudent for an enterprise to carefully consider what it wants to achieve by addressing its training needs appropriately and establish exactly who needs what training.
ITIL is Successful in Components
Successful ITIL initiatives are made up of components, the article goes on to say, and these components all must work in harmony for initiatives to deliver expected benefits. ITIL isn’t just a one-time set of steps, either. It’s more like a lifestyle, according to Carbutt. It needs to be adaptable as much as it is adapted to. But it’s not one that an organization would do well to jump into all at once. Instead, Carbutt suggests introducing elements of ITIL slowly so they grow accustomed to it, and then continuing to introduce more management, measurement, and best practices.