3 ways to bring ITSM training into the digital age

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The pace of digital transformation means that it is now more important than ever for organizations to quickly and effectively train and educate their people to be able to cope with the implementation of new processes, systems and operating models. Proper corporate training and enablement of people is absolutely critical for getting ITSM transformation right, but organizational learning (even with the advent of e-learning) still seems to be stuck in the past.

Gone are the days when we took to classroom learning as the standard method for delivering corporate training and development. The future of learning is here and its digital, immersive, engaging and continuous. People’s expectations have changed and the way we consume information and learn has transformed drastically over the last 10 years.

The age of digital transformation

People learn best when they can try and test things themselves.

Organizations today need to consider options to ensure that there is a transition from passive learning into active learning and allowing people to be directly involved.

IT Service Management training and education (predominantly ITIL) has typically been classroom led for a number of years. It’s now time to look at alternative ways of delivering ITSM training that are personal, experiential and immersive.

What should you consider to transform your ITSM training and Education?

 Incorporating digital transformation experiential learning

Experiential learning encompasses the “thinking by doing” (active experimentation and conceptualization) philosophy [David Kolb] and it has proved itself over time, to be the most effective way of acquiring new skills and behaviors. Research has shown that we retain over 75% of what we do compared to only 10% of what we read and write*. Options such as simulations can accelerate learning by providing a safe learning environment where learners can “fail fast” in a controlled environment. It is also hugely powerful for bridging the gap between theory and practice. The learner is able to experience and put into practice what has been taught instead of being passive and being expected to just absorb that information. One of the main benefits of experiential learning is its ability to actually change mindsets, something that a lot of traditional training methods cannot achieve. It effectively helps people to experience that “aha!” moment.

Leveraging engaging elements

Incorporating game mechanics into training and development can have a profound impact on engagement rates. When engagement rates are higher, there is typically greater knowledge and retention. It’s really important to get the mechanics right however and simplicity is key here. If it becomes too complicated, people switch off. It’s important to first figure out what you want the learners to achieve first and then look at incorporating game mechanics around this.

 Implementing valuable feedback mechanisms

Feedback is key to reinforcing knowledge retention. It allows learners to experience where they have completed something correctly and where they have potentially gone wrong. It’s important to implement both positive and negative feedback loops at each stage of the learning cycle so learners can build upon their knowledge moving forward. Providing valuable feedback is where people learn the most and digital platforms are making it easier to incorporate real time feedback to drive success.

G2G3 has addressed this and channeled our expertise in people engagement and ITSM to develop a powerful revolutionary new tool that transforms passive learners into active participants on an exciting journey towards service management maturity. Digital simulation guides particpants to realization around the positive impact that service management and ITIL processes can have on a business through interactive ‘what if’ scenarios and reactive business and IT metrics. It’s aligned to reflect ITIL process but can also be customized to reflect bespoke ITSM operating models.

Interested in seeing this in action? Schedule a free, no obligation, demo today.

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