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David Ratcliffe, President, Pink Elephant

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    ITSM Expert Team

    Friday, April 03, 2009

    A Team Of ITIL Experts, Or An ITIL Expert Team?

    For an organization to sponsor an individual to become an “ITIL Expert”, I believe there are three big challenges:

    1. Time: To complete 6 or 7 courses, most of which are 4-5 days long, will take most people 2-3 years, at least. If having an ITIL Expert on staff is such a good idea - then why wait so long? I’m a big fan of thinking long term, but this is pushing it!

    2. Cost: My estimate is $30K-$50k once you factor in all associated fees, expenses and time away from regular work.

    3. Risk: All that time, all that money and at the end you have one of the most marketable IT service management professionals in the world on your staff - but for how long?!

    As I said in a previous post, organizations need to see real benefit from their education & training investments, and embarking on an ITIL Expert sponsorship just seems too risky to me. So how about we spread the risk out across the team?

    Any large organization these days will have management responsibilities spread across a multi-person management team - so why not train them up to be a “Management Expert Team”? Same goes for a “Practitioner Expert Team”. You could have these teams in place and deliver ITSM improvements within weeks. The risk is reduced, and if the training is bulk purchased over a relatively short period of time any training provider will give you a good deal - so costs can be lower too. I’d just make sure they’re all on the same page as far as the organization’s vision, objectives, projects and plans are concerned, so I’d make sure they do some Road Map Planning together to top off their training.

    I really like the possibility of having productive “Expert Teams” functioning and delivering results in a matter of a few weeks instead of waiting years.

    (4) Comments
    Posted by David Ratcliffe on 04/03 at 09:55 PM
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