IT GovernanceKnowledge ManagementLearning Organizations

The Culture of Sharing: New Learning for Service Management Staff

What is the foundation for performance of an organization? The people in the organization, and their capabilities, are the greatest asset and indicator of performance success. In a post for All Things ITSM, Michelle Major-Goldsmith elaborates on the importance of continuous learning and sustainable knowledge for those working in service management.

There are a variety of different learning styles, and it all depends on the personality of the individual. The primary focus of the service management staff is to gather skills that will best support their role in the organization. In today’s world, that focus is directed more towards enhancing the customer experience and ultimate customer outcome. In the working world, it is quite common to see learning occur without the person even knowing. Textbook learning of theories and concepts is a great foundation, but to really solidify them a person needs to apply them to real-life problems.

The 70-20-10 learning approach explores this idea of learning by doing. The specific percentages of this may change depending upon what the organization needs, but the basic emphasis will always remain the same. This approach relies heavily on the individual to take the reins and direct their education as need be.

Seventy percent of the learning should come from experience and on-the-job learning. Because this is such an individual experience, it is arduous to control specifically. Peers, colleagues, and managers should be helping employees to learn how to best do their job. This will all work best if the teaching is planned.

Twenty percent of the learning should be more informal and social in nature. This aspect is extremely relevant in team environments and can be experienced through mentoring, coaching, or seminars. At its heart, this part is all about the transfer of knowledge.

The final 10 percent of training is the formal education. This is where employees are sent to complete courses to gain certifications.

Ultimately, there are a variety of learning opportunities readily available to be capitalized on.  A smart organization will realize the value and adopt a multi-model approach to learning. This is the best way to prepare employees for success.

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